SATS PRIVACY POLICY

Last updated: July 2026

This Privacy Policy explains how Smoke Alarm Testing Services Pty Ltd and its related entities (SATS, we, us or our) collect, hold, use, disclose and manage personal information.

SATS is committed to respecting the privacy of our clients, property owners, tenants, occupants, contractors, employees, prospective clients and users of our websites and digital services.

We manage personal information in accordance with applicable privacy legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) in Australia and, where applicable to our New Zealand operations, the Privacy Act 2020 (NZ).

For the purposes of this Privacy Policy, personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, as defined by applicable privacy legislation.

Services means smoke alarm, electrical, water efficiency, safety, compliance and other property-related services provided by SATS from time to time.

1. COLLECTION OF PERSONAL INFORMATION

1.1 Information We Collect

SATS collects personal information that is reasonably necessary for, or directly related to, our business activities and the provision and administration of our Services.

Depending on the nature of our relationship with you, the information we collect may include:

• name;
• property or postal address;
• telephone number and email address;
• property access and appointment information;
• tenancy or property management information;
• communications between you and SATS;
• details associated with Services requested or performed;
• information provided through our website, client portal or other digital services;
• billing and account information where applicable; and
• other information reasonably required to provide, administer or support our Services.

SATS may also collect information relating to a property, including service history, inspection results, photographs, equipment information and compliance records. Property information that does not identify an individual may not constitute personal information under applicable privacy legislation.

1.2 How We Collect Information

Where reasonably practicable, SATS collects personal information directly from the individual concerned.

However, due to the nature of our Services, information may also be provided to SATS by an authorised third party, including:

• property managers and real estate agencies;
• property owners or landlords;
• Community Housing Providers and other housing organisations;
• government departments or agencies;
• authorised representatives;
• contractors and service providers; or
• another person or organisation authorised to arrange Services at a property.

For example, a property manager may provide SATS with an occupant’s name, telephone number, email address and property address so that SATS can contact the occupant and arrange access to perform required Services.

SATS may also collect information generated through the delivery of our Services, including appointment records, technician attendance information, inspection outcomes, photographs and compliance documentation.

1.3 Collection Notices

Where required and reasonably practicable, SATS will take reasonable steps to make individuals aware of:

• our identity and contact details;
• why their personal information is being collected;
• how the information may be used or disclosed;
• whether collection is required or authorised by law;
• the consequences, if any, of not providing the information;
• how our Privacy Policy can be accessed;
• how an individual may request access to or correction of their personal information; and
• how an individual may make a privacy-related enquiry or complaint.

2. WEBSITE, COOKIES AND DIGITAL SERVICES

When you access a SATS website, client portal or other digital service, we may automatically collect certain technical information about your interaction with that service.

This may include your IP address, browser type, device information, operating system, pages accessed, dates and times of access and referring website.

SATS may use cookies and similar technologies to support website functionality, security, analytics and improvement of our digital services.

You may be able to disable or restrict cookies through your browser settings. However, doing so may affect the functionality of some parts of our websites or digital services.

Third-Party Analytics

SATS may use reputable third-party analytics and technology providers to understand how our websites and digital services are being used and to improve their performance, reliability and functionality.

Information provided to these services will be managed in accordance with this Privacy Policy and the applicable privacy obligations governing SATS and the relevant service provider.

3. HOW WE USE PERSONAL INFORMATION

SATS uses personal information where reasonably necessary to conduct our business and provide, administer and support our Services.

This may include using personal information to:

• receive and administer service requests and work orders;
• identify properties, clients and occupants;
• contact occupants to arrange appointments and property access;
• schedule and perform Services;
• communicate appointment information, reminders and service outcomes;
• conduct inspections, testing, maintenance and rectification works;
• prepare compliance certificates, reports and other service records;
• maintain property service and compliance histories;
• respond to enquiries, complaints and service requests;
• provide client portal and account functionality;
• administer client accounts, contracts and invoicing;
• manage our contractors and service providers;
• monitor and improve the quality and delivery of our Services;
• investigate incidents, complaints or potential breaches of our terms;
• meet insurance, audit and risk-management requirements; and
• comply with applicable legal, regulatory and contractual obligations.

Further information regarding SATS’s use of client and tenancy information is contained in the Data Security, Storage and Use section of this Privacy Policy.

4. DISCLOSURE OF PERSONAL INFORMATION

SATS will only disclose personal information where reasonably necessary for the provision or administration of our Services, where the individual has authorised the disclosure, or where disclosure is otherwise permitted or required by law.

Depending on the circumstances, personal information may be disclosed to:

• SATS employees and authorised personnel;
• technicians, electricians and contractors engaged to perform Services;
• the property manager, real estate agency, Community Housing Provider, property owner or other organisation responsible for the relevant property;
• government departments, regulators or other authorised bodies;
• technology, hosting, communications and software providers supporting SATS operations;
• professional advisers, insurers, auditors or legal representatives;
• debt recovery or payment service providers where applicable; and
• other parties authorised by the individual, client or applicable law to receive the information.

SATS takes reasonable steps appropriate to the circumstances to ensure third-party service providers handling personal information on our behalf maintain appropriate confidentiality, privacy and information security protections.

5. DIRECT MARKETING

SATS may communicate with clients, prospective clients and other business contacts regarding SATS Services, industry developments, regulatory information, events or other information that may reasonably be relevant to their relationship with SATS.

Direct marketing communications will be sent in accordance with applicable laws, including the Spam Act 2003 (Cth) and Do Not Call Register Act 2006 (Cth) where applicable.

Individuals may opt out of receiving direct marketing communications at any time by using the unsubscribe functionality provided in the communication or by contacting SATS.

Opting out of marketing communications will not prevent SATS from sending operational communications reasonably required to provide Services, including appointment notifications, service updates, compliance information and account communications.

6. ACCURACY OF PERSONAL INFORMATION

SATS takes reasonable steps to ensure that personal information we collect, use and disclose is accurate, complete, relevant and up to date having regard to the purposes for which it is held.

The accuracy of information held by SATS may depend on information provided by the individual, property manager, property owner, client or other authorised party.

We encourage individuals and clients to notify SATS where information we hold is incorrect or has changed.

Where SATS becomes aware that personal information is inaccurate, incomplete or out of date, reasonable steps will be taken to correct or update the information where appropriate.

7. ACCESS TO AND CORRECTION OF PERSONAL INFORMATION

Individuals may request access to personal information SATS holds about them or request that information be corrected.

Requests should be made using the contact details provided in this Privacy Policy.

SATS will respond to requests within a reasonable period and in accordance with applicable privacy legislation.

In some circumstances, SATS may be permitted or required to refuse access to some or all of the requested information. Where applicable, SATS will provide the individual with the reason for the refusal and information about available complaint mechanisms.

Where an individual requests correction of information and SATS does not consider a correction necessary, the individual may request that a statement be associated with the relevant record noting that the individual considers the information to be inaccurate, out of date, incomplete, irrelevant or misleading, where required under applicable privacy legislation.

8. ANONYMITY AND PSEUDONYMS

Where lawful and reasonably practicable, individuals may interact with SATS anonymously or using a pseudonym.

However, due to the nature of our Services, SATS will generally require sufficient identifying and contact information to arrange property access, perform Services, maintain appropriate compliance records and communicate service outcomes.

SATS may therefore be unable to provide particular Services where the information reasonably required to perform those Services is not provided.

9. OVERSEAS DISCLOSURE OF PERSONAL INFORMATION

SATS takes reasonable steps to manage personal information in accordance with applicable privacy legislation where information is disclosed to or accessed by recipients outside Australia.

SATS’s production systems used to provide Services in Australia and New Zealand are hosted in Australia, as further described in the Data Security, Storage and Use section of this Privacy Policy.

From time to time, SATS may engage technology providers, contractors, employees or other service providers that operate or provide support from locations outside Australia. This may include personnel located in the Philippines who may access personal information where reasonably necessary to perform their duties or provide services to SATS.

Where personal information is disclosed to or accessed by an overseas recipient, SATS will take reasonable steps as required by applicable privacy legislation to ensure appropriate privacy and information security protections apply.

10. DATA BREACHES

SATS maintains processes for identifying, assessing, managing and responding to suspected or actual breaches involving personal information.

Where a suspected or actual data breach occurs, SATS will take reasonable steps to contain and assess the incident and reduce the potential for harm.

Where the breach is subject to the Notifiable Data Breaches Scheme under the Privacy Act 1988 (Cth), SATS will assess and notify affected individuals and the Office of the Australian Information Commissioner where required by law.

For information relating to New Zealand operations, SATS will comply with applicable notification requirements under the Privacy Act 2020 (NZ) where a privacy breach meets the relevant notification threshold.

11. CHANGE OF OWNERSHIP OR BUSINESS STRUCTURE

If SATS undergoes a merger, acquisition, restructure, sale or transfer of all or part of its business or assets, information held by SATS may form part of that transaction or transfer.

Any handling or transfer of personal information in these circumstances will remain subject to applicable privacy legislation and appropriate confidentiality and information security requirements.

12. CHANGES TO THIS PRIVACY POLICY

SATS may review and update this Privacy Policy from time to time to reflect changes to our operations, Services, technology, legal obligations or information-management practices.

The current version of this Privacy Policy will be published on the SATS website.

We encourage clients and individuals to review this Privacy Policy periodically for information about how SATS manages personal information.

13. DATA SECURITY, STORAGE AND USE

Data Hosting and Security

SATS takes reasonable technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Our production systems used to provide our services in Australia and New Zealand are hosted in Australia using Microsoft Azure. Client and tenancy data held within these systems is encrypted in transit using industry-standard encryption protocols and encrypted at rest.

Access to personal information is restricted to authorised personnel who require access for the performance of their duties and the delivery or administration of our services.

Backup and Recovery

SATS maintains automated backup and recovery arrangements designed to protect the availability and integrity of information held within our systems.

Backups are stored within Australia. Backup and recovery arrangements are regularly maintained as part of our information security practices.

Client and Tenancy Data

Information provided to SATS by clients, property managers, property owners, tenants or other authorised parties is used only where reasonably necessary to provide, administer and support the services for which SATS has been engaged.

This may include contacting occupants, arranging access, scheduling and completing inspections, recording compliance outcomes, producing certificates and reports, managing rectification or follow-up works, maintaining service and compliance records, invoicing, contract administration and meeting applicable legal, regulatory or audit requirements.

SATS does not sell client or tenancy information or use client or tenancy information for unrelated marketing or other unrelated commercial purposes.

Personal information may only be disclosed to employees, contractors, technology providers or other service providers where reasonably necessary to deliver or support our services, or where disclosure is otherwise authorised or required by law. Where third-party service providers process information on our behalf, SATS takes reasonable steps to ensure appropriate privacy and information security protections apply.

Artificial Intelligence

SATS does not use client or tenancy data to train artificial intelligence or machine-learning models.

Client or tenancy data is not intentionally provided to public generative artificial intelligence services for training purposes. Any use of approved AI-enabled technology by SATS is subject to appropriate privacy, security and access controls and must be consistent with the purpose for which the information was originally provided.

Retention and Disposal

SATS retains personal information and service records only for as long as reasonably required to provide our services and satisfy applicable legal, contractual, regulatory, audit and records-management requirements.

Where SATS has been notified that it is no longer required to service a property, personal information that is no longer required for a permitted purpose will be deleted, de-identified or otherwise securely disposed of in accordance with SATS’s retention practices and applicable legal, contractual and regulatory requirements.

Audit Trail and Traceability

Where reasonably practicable, records relating to material compliance activities will be maintained in a manner that allows the history of the service or compliance activity to be established.

This may include records of when Services were requested, scheduled and completed, the findings of an inspection, works undertaken, subsequent rectification activities and relevant supporting documentation.

14. PRIVACY ENQUIRIES AND COMPLAINTS

If you have a question about this Privacy Policy, wish to access or correct personal information held by SATS, believe your personal information has not been handled appropriately, or wish to make a privacy-related complaint, please contact:

Privacy Officer – SATS
PO Box 6393
Yatala QLD 4207
Telephone: 1300 41 66 67
Email: privacy@sats.com.au

SATS will acknowledge and investigate privacy complaints within a reasonable period.

We may contact you for further information where reasonably necessary to investigate the matter.

Where an issue is identified, SATS will take reasonable steps to address the matter and, where appropriate, review the relevant processes or controls to reduce the likelihood of recurrence.

If you are not satisfied with SATS’s response, you may have the right to make a complaint to the relevant privacy regulator, including the Office of the Australian Information Commissioner (OAIC) in Australia or the Office of the Privacy Commissioner in New Zealand, as applicable.