What this policy covers
Carbon Charge provides shared EV charging for apartment buildings. This policy explains how we handle personal information when you use the Carbon Charge app at app.carboncharge.com.au, when you charge at a building that uses Carbon Charge, when you visit our website carboncharge.com.au, and when you contact us.
Information we collect
- Contact details
- Your name, mobile number and email address.
- Identifying your account, sending sign-in codes, and contacting you about your charging or a request.
- Building and bay
- Your building, unit number, address and assigned bay.
- Giving you access to your charger and running the building’s charging. This is not GPS location tracking.
- Account and sign-in
- Your account ID and role, sign-in cookies, and the one-time codes we send you.
- Signing you in and keeping your account secure.
- Vehicle
- Vehicle make and model, if you give them to us.
- Setting up charging and identifying which vehicle uses a bay.
- Charging activity
- Session start and end times, energy readings, your bay and charger, and charger status.
- Running and billing charging, and managing the building’s shared electrical capacity.
- Billing records
- Statements, invoices and payment records for your charging.
- Billing you, settling the electricity with the owners corporation, keeping tax records, and resolving questions about charges.
- Support requests
- What you ask us, its reference number and status, and our notes on handling it.
- Responding to support, access, correction and deletion requests.
- Website enquiries
- Your name, mobile number, email address, building details and anything else you send through the enquiry form on our website.
- Arranging a site visit and following up your enquiry.
- Technical information
- App diagnostics, and server logs that record IP addresses, browser type and request times. Your device also stores your app preferences.
- Keeping the service working, investigating faults and protecting against misuse.
How we collect it
We collect information:
- from you, when you set up your account, use the app, send an enquiry through our website or contact us;
- from your building’s owners corporation or its manager, for example your unit and assigned bay;
- from the charging equipment and meters at your building;
- automatically, through sign-in cookies and server logs.
How we use and share it
We use personal information to provide and bill Carbon Charge, to support you, to keep the service safe and working, and to meet our legal obligations. We share it only as needed with:
- Your building’s owners corporation or its manager, where needed to administer the building’s charging: resident names, email addresses, unit numbers and vehicle details; bay assignments; charging session and meter records; billing and statement records; and privacy or support requests and how we handled them.
- Service providers that help us run Carbon Charge: sending sign-in codes by SMS and email, hosting our app, database and website, receiving enquiries from our website, keeping our job and quote records, supplying the fonts the app displays, and processing card payments if they’re used. Each receives the information it needs for that service. Card details you enter go directly to our payment provider; we don’t receive or store full card numbers.
- Government agencies or regulators, when the law requires it.
We don’t sell personal information, and we don’t use it for advertising.
Overseas disclosure
Our app’s servers and database are in Melbourne. Some of our service providers store or handle information overseas, mainly in the United States, and also in Ireland, Singapore and Japan. Our website is delivered through a global network, so technical information about your visit may be handled in other countries too.
Cookies
The app uses cookies needed for sign-in and security. It doesn’t use advertising or tracking cookies.
Security
We protect personal information with encrypted connections, access controls and sign-in by one-time code. Our backups are kept in Australia. No system is completely secure. If a data breach is likely to cause you serious harm, we’ll tell you and the Office of the Australian Information Commissioner, as the law requires.
How long we keep 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 above. 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.
Access, correction and deletion
You can ask to see, correct or delete your personal information. Sign in and open Support & privacy, or contact us using the details below.
We’ll check your identity first. We aim to respond within 30 days, and we’ll tell you if we can’t do all or part of what you ask, 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. There’s no charge for making a request.
Open the privacy and support request guide
How to request account deletion
Don’t send passwords, sign-in codes or card details in a request.
Contact and complaints
Our privacy officer is Brandon Loebert.
- Email: [email protected] · support@carboncharge.com.au
- Phone: 0468 403 129
If you have a complaint about how we’ve handled your personal information, contact us first. We’ll acknowledge it promptly, aim to respond within 30 days, and tell you the outcome.
If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner on 1300 363 992.
Changes to this policy
We’ll publish any changes on this page with a new effective date.