CARBON CHARGE

Account deletion

Request deletion of your Carbon Charge account

You can request account deletion in the Carbon Charge app, or by emailing [email protected]. This page does not itself delete an account.

Recording a deletion request does not delete your account, generate an export, send an email or complete fulfilment. Your account remains active until authorised processing occurs. We handle each request ourselves and aim to respond within 30 days.

How to request deletion

In the Carbon Charge app

  1. Sign in

    Open Carbon Charge and sign in with the code sent to your resident email address.

  2. Open Support & privacy

    Choose Support & privacy in the Carbon Charge app navigation.

  3. Choose Request account deletion

    Choose Support, Correct my profile, Request my data, or Request account deletion.

  4. Confirm and track

    For deletion, confirm the request. Carbon Charge records a reference and keeps the account active until authorised processing occurs.

Sign in to Carbon Charge

By email

Email [email protected] (support@carboncharge.com.au) and ask for account deletion. Include enough detail for us to identify your account. Do not send passwords, sign-in codes or card details.

You can also call 0468 403 129.

What we keep, and why

When we close or delete an account, we may keep information for as long as reasonably needed for legal, billing, security or dispute-resolution requirements. When we no longer need it, we take reasonable steps to delete or de-identify it.

  • We keep billing and tax records for as long as Australian law requires, which is generally five years.
  • We keep other personal information while your account is active and for as long as we reasonably need it for the purposes in our privacy policy. When we no longer need it, we take reasonable steps to delete or de-identify it, unless the law, billing or an open dispute requires us to keep it.
  • Sign-in codes expire five minutes after we send them.

There’s no charge for making a request. We’ll check your identity first, aim to respond within 30 days, and tell you if we can’t do all or part of what you ask, and why.

Read the full privacy policy for how we handle personal information.

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