Privacy Policy

One Stop Utilities (“OSU”, “we”, “us”) is an Australian provider of solar & battery, hot water, air conditioning, water filtration, and IT solutions. This policy explains how we collect, use, disclose, and protect personal information when you use onestoputilities.com.au (the “Site”), request a quote, or chat with our AI assistant. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We collect information you provide directly:

• Quote requests: name, phone number, email address, suburb, the services you're interested in, and any message you add.
• AI chatbot conversations: the messages you type to our chatbot, so it can respond to your questions.
• Chatbot lead capture: if you choose to leave your details in the chat (name, phone number, postcode), we also send our team a copy of your conversation so they can follow up with context.

We do not knowingly collect payment details, government identifiers, or sensitive information (e.g. health information) through the Site.

• To respond to your quote request or enquiry and provide a follow-up call or consultation.
• To operate the AI chatbot and generate relevant answers to your questions.
• To improve our services, website, and customer support.
• To meet our legal and regulatory obligations.

We do not sell your personal information, and we do not use it for third-party advertising.

We share limited personal information with service providers who help us run the Site and respond to enquiries:

• Anthropic — processes the messages you send to our AI chatbot in order to generate a response. Anthropic is based in the United States.
• Resend — delivers the email notification our team receives when you submit a quote request or leave your details in chat. Resend is based in the United States.
• Cloudflare — hosts the Site and its infrastructure.
• Google — we use the Google Places API to display our public Google review rating on the Site. This is a one-way, read-only request and does not send your personal information to Google.

We do not otherwise sell, rent, or trade your personal information to third parties for their own marketing purposes.

Because Anthropic and Resend operate in the United States, information you provide to the chatbot or through a quote/lead form may be processed or stored overseas as part of delivering that response or notification email. We take reasonable steps to ensure these providers handle information securely. If you have questions about a specific overseas transfer, contact us using the details in Section 10.

We use browser local/session storage (not third-party tracking cookies) for:

• Remembering your light/dark theme preference.
• Keeping your chatbot conversation available if you close and reopen the chat — this is stored only in your own browser and automatically clears after 7 days, or immediately if you select “Start new chat”.
• Remembering whether you've already seen the chat greeting prompt in your current browser session.

We do not currently use analytics or advertising cookies/pixels on the Site.

Quote requests and chatbot lead details are retained for as long as reasonably necessary to respond to your enquiry and for our ordinary business record-keeping, after which they are deleted or de-identified. Chat history stored in your browser is retained for a maximum of 7 days, or until you clear it yourself.

We use industry-standard measures to protect personal information submitted through the Site, including encrypted transport (HTTPS), rate limiting and input validation on our forms and chatbot API, and restricted access to stored enquiry data. No method of transmission or storage is 100% secure, but we take reasonable steps appropriate to the information we hold.

You may request access to, or correction of, the personal information we hold about you, or ask us to delete it. You can also make a complaint if you believe we have mishandled your personal information. We will respond to reasonable requests within a reasonable timeframe. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

For any privacy question, access/correction request, or complaint, contact us:

• Phone: 1300 178 678
• Email: info@onestoputilities.com.au

We may update this policy from time to time to reflect changes to our practices or legal requirements. The “Last updated” date at the top of this page shows when it was last revised.