Privacy Policy

1. Who We Are and Scope of This Policy

This Privacy Policy applies to Lutz-Tech (ABN 53 969 814 716) and describes how we manage personal information when you use our website, submit a booking or service request, contact us, purchase goods or services, use TechMate, receive onsite or remote support, or otherwise interact with Lutz-Tech.

It also applies to personal information received in connection with field-service assignments, warranty work and subcontracted service work where Lutz-Tech receives information from a customer, manufacturer, service network, principal contractor or other organisation for the purpose of completing an assigned job.

This Policy should be read together with any specific privacy or collection notice displayed at the point information is collected.

2. Information We Collect and Hold

Depending on how you interact with Lutz-Tech, we may collect and hold information such as:

• identity and contact details, including name, business name, phone number, email address and postal or service address;
• booking and job information, including job numbers, appointment details, site contacts, fault descriptions, service history, work notes and customer instructions;
• device and technical information, including make, model, serial or asset numbers, operating-system details, hardware information, diagnostic results, performance information and configuration details relevant to the service;
• service evidence, where required, including equipment photographs, uploaded reports, parts or serial information, customer acknowledgement, signatures and completion records;
• purchase, invoice and payment information, including items purchased, amounts, invoice details, payment status and transaction references;
• communications, including emails, messages, support requests, call notes and other correspondence;
• TechMate information, including questions, technical descriptions and other information voluntarily submitted to the service;
• website and technical data, such as IP address, browser or device type, pages visited, referral information, cookies and similar technical data where collected by our website or enabled services; and
• business and compliance records reasonably required for warranty, accounting, taxation, audit, safety, security, fraud prevention or legal purposes.

We do not intentionally collect sensitive information unless it is reasonably necessary for a particular service, required by law, or provided with appropriate consent or authority.

3. How We Collect Personal Information

We usually collect personal information directly from you when you:

• submit a website booking, support request or contact form;
• contact us by phone, email, messaging or in person;
• purchase products or services;
• provide equipment for inspection, diagnosis or repair;
• use TechMate or another Lutz-Tech digital service;
• provide information, photographs, reports, files or signatures during service delivery; or
• respond to service updates, quotations, invoices or customer communications.

We may also receive personal information from organisations that engage Lutz-Tech to perform assigned field-service or warranty work, including service networks, principal contractors, manufacturers, corporate customers or customer service desks. This can include job details, site addresses, contact names and contact information required to complete the assigned work.

Some technical information may be collected automatically when you use our website or digital services, for example through server logs, security systems, cookies or analytics tools where those technologies are enabled.

4. How We Use Personal Information

We may use personal information for purposes including:

• responding to enquiries and providing quotations;
• creating, scheduling, assigning and completing jobs;
• contacting customers or sites before attendance;
• sending service updates such as appointment, ETA, on-route, onsite, update or closure notifications;
• diagnosing faults, providing technical support and completing repairs or maintenance;
• processing warranty or manufacturer service work;
• creating customer service reports, service records, invoices and other job documentation;
• processing and reconciling payments;
• managing parts, freight, returns and logistics;
• responding to TechMate queries and supporting the reliability and security of that service;
• maintaining service, audit, compliance, accounting and business records;
• preventing or investigating misuse, fraud, security incidents or technical problems;
• improving our website, systems, services and customer experience; and
• meeting legal, regulatory, contractual, insurance or professional obligations.

We will not use personal information for an unrelated purpose where doing so would be inconsistent with applicable privacy law or a specific commitment made to you.

5. Disclosure to Service Providers and Other Organisations

We may disclose personal information where reasonably necessary to provide a service, complete a transaction, satisfy an assigned work order or meet a legal obligation. Recipients may include:

• customers, service networks, principal contractors or manufacturers connected with an assigned field-service or warranty job;
• payment processors and financial service providers;
• accounting and bookkeeping platforms;
• website hosting, cloud storage, email, communications and software providers;
• IT security, backup and technical support providers;
• freight, courier and logistics providers;
• suppliers or distributors where information is required to fulfil an order, warranty request or technical support case;
• professional advisers, insurers or auditors where reasonably necessary; and
• government, regulatory, law-enforcement or other authorities where disclosure is required or authorised by law.

Lutz-Tech does not sell or rent customer personal information to data brokers or unrelated third parties.

6. TechMate and Automated Systems

TechMate is an automated technical assistance service. Information you enter into TechMate may be processed by automated software to generate troubleshooting guidance, explanations or suggested next steps.

Depending on system configuration, limited technical logs or conversation information may also be retained where reasonably necessary to operate, secure, troubleshoot or improve the reliability of the service.

Users should avoid entering passwords, authentication codes, full payment-card details, private encryption keys, unnecessary government identifiers or confidential third-party information into TechMate or a general website form.

TechMate is intended to assist with technical questions and does not make decisions about a person that are intended to determine legal rights, employment, credit, insurance, eligibility for government services or similar high-impact matters.

7. Payments and Financial Information

Payments may be processed using third-party payment services. Lutz-Tech may receive and retain information such as payment status, amount, transaction or charge references, payment method type and information needed for reconciliation, refunds, accounting or fraud prevention.

Where card details are entered directly into a third-party payment interface, those card details are handled by the payment provider according to its own security and privacy arrangements. Lutz-Tech does not need to retain full payment-card numbers for ordinary card transactions.

8. Cookies, Analytics and Website Technologies

Our website may use cookies, server logs and similar technologies for functions such as:

• website operation and security;
• remembering preferences;
• measuring website traffic and performance;
• understanding how visitors find and use the website; and
• advertising measurement or campaign attribution where those features are enabled.

You can control or delete cookies through your browser settings. Blocking some cookies may affect website features or sign-in functions.

Administrative or account login areas may also use essential cookies for authentication, security and display preferences.

9. Overseas Processing and Storage

Lutz-Tech uses technology and service providers that may operate infrastructure, support services or data-processing facilities in Australia and overseas.

As a result, some personal information or technical data may be processed, backed up, accessed or supported from locations outside Australia. Depending on the service provider and service used, overseas locations may include the United States and other countries in which those providers operate.

Where applicable privacy law requires it, Lutz-Tech will take reasonable steps in relation to overseas disclosure and will update this Policy when our usual information-handling arrangements materially change.

10. Data Storage, Security and Data Breaches

Lutz-Tech takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Measures may include access controls, authentication and multi-factor authentication, encryption where appropriate, secure cloud services, role-based access, backups, security monitoring and limiting access to people who reasonably require the information for their work.

No internet-connected or electronic system can be guaranteed completely secure. If we become aware of a suspected data breach, we will assess and respond to it having regard to the nature of the information and applicable legal obligations.

Where Lutz-Tech is subject to the Notifiable Data Breaches scheme and an eligible data breach occurs, we will notify affected individuals and the Office of the Australian Information Commissioner where required by law.

11. Retention and Deletion

We retain personal information for as long as reasonably required for the purposes for which it was collected, including service history, warranty support, accounting and taxation, dispute resolution, legal obligations, security, audit and contractual requirements.

Different records may be kept for different periods. For example, job and invoice records may need to be retained after a service has been completed, while temporary technical information may no longer be required once a support issue is resolved.

When personal information is no longer reasonably required and there is no legal, contractual or legitimate business reason to retain it, we will take reasonable steps to delete it, destroy it securely or de-identify it where appropriate.

12. Accessing and Correcting Your Information

You may contact Lutz-Tech to ask what personal information we hold about you or to request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before providing access or making a correction. In some circumstances, access may be refused or limited where permitted or required by law, for example where providing access would unreasonably affect another person's privacy or reveal information that cannot lawfully be disclosed.

If we are unable to provide access or make a requested correction where applicable privacy law requires us to consider the request, we will explain the reason to the extent required by law.

13. Marketing Communications

Where permitted by law, Lutz-Tech may use contact information to communicate about relevant Lutz-Tech services, specials or business updates.

You can opt out of electronic marketing by using an unsubscribe option where provided or by contacting us. Service messages that are necessary to administer a booking, job, warranty claim, payment or customer-support matter are not marketing communications and may still be sent while that matter remains active.

14. Privacy Questions and Complaints

If you have a privacy question, concern or complaint, please contact Lutz-Tech using the details below and provide enough information for us to understand the issue.

We will aim to acknowledge and investigate privacy concerns promptly and respond within a reasonable period. If the Privacy Act applies to the matter, we will handle the complaint consistently with applicable privacy obligations.

If you are not satisfied with our response and the matter is within the jurisdiction of the Office of the Australian Information Commissioner, you may be able to make a complaint to the OAIC after first giving Lutz-Tech a reasonable opportunity to address the issue.

Information about privacy rights and complaints is available from the Office of the Australian Information Commissioner.

15. External Links and Embedded Content

Our website may contain links to or embedded content from third-party websites and services. Those third parties may collect information independently and are responsible for their own privacy practices.

Following an external link or interacting with embedded third-party content may allow that third party to receive technical information such as your IP address, browser information or interaction data. We recommend reviewing the privacy information of external services you choose to use.

16. Changes to This Privacy Policy

We may update this Privacy Policy when our services, systems, legal obligations or information-handling practices change.

The updated version will be published on the Lutz-Tech website with a revised effective date. Material changes may also be highlighted through an appropriate website or service notice where reasonably necessary.

17. Contact Us

For privacy enquiries, access or correction requests, complaints or questions about this Policy, contact:

Lutz-Tech
Email: service@lutztech.com.au
Phone: (07) 4335 1700
Bundaberg, Queensland, Australia