Privacy policy

This policy explains how Sustainable Windows Pty Ltd (ABN 42 662 929 982), 21 Severn St, St Marys NSW 2760, handles personal information collected through sustainablewindows.com.au, by phone, by email and at our showroom. In this policy, "we", "us" and "our" mean Sustainable Windows Pty Ltd.

Effective date: 4 October 2026. Updated 6 October 2026 (call recording, where Bitrix24 stores data).

1. Our commitment

The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) set the rules for handling personal information in Australia. Some small businesses are exempt from the Act. Whether or not the exemption applies to us, we have chosen to follow the APPs and to handle your information as this policy describes.

2. What we collect

We only ask for what we need to answer your enquiry and do business with you. Depending on how you contact us, this can include:

• your name, company name and role (for example builder, architect, developer or reseller)
• email address, phone number and postcode
• the details of your project or enquiry, written in a message field
• files you upload, such as plans, window schedules or drawings
• records of phone calls and emails with our team
• technical information about your visit to our website (see section 5)

We don't ask for sensitive information such as health details, and we don't take payments through this website. You can contact us without giving your name, but we usually need contact details to send a quote or documents.

3. How our website forms work

Our website has two kinds of forms.

Trade enquiry and contact forms run by Bitrix24. These forms are provided by Bitrix24, the customer relationship management (CRM) system we use to manage enquiries and quotes. What you type and any files you upload go directly into our Bitrix24 account and are stored on Bitrix24's servers. Those servers may be located outside Australia (see section 7).

Our own forms, such as document requests and short enquiry forms. These send your details to us by email. The email is held by our email provider, and we may copy the details into our CRM so we can follow up.

Our forms use a security cookie to block spam and automated submissions. It does not identify you personally.

4. Why we collect it and how we use it

We use your information to:

• prepare quotes and answer questions about Schueco uPVC windows and doors
• send technical documents, drawings, test reports and product data you ask for
• assess and manage reseller applications
• book and confirm showroom appointments
• follow up on your enquiry, supply your order and arrange delivery
• keep business records and meet our legal obligations
• understand how people use our website so we can improve it and measure our advertising

We won't use your information for an unrelated purpose unless you agree or the law allows it.

5. Cookies, analytics, ads and call tracking

Cookies are small files that a website stores in your browser. We use the following tools:

• Google Tag Manager loads our analytics and advertising tags. It does not collect personal information by itself.
• Google Analytics 4 records how visitors use the site: pages viewed, time on page, device and browser type, approximate location and how you found us. We see this as aggregated reports, not as named individuals.
• Google Ads conversion tracking tells us when someone who clicked one of our ads goes on to submit a form or call us. Google may also use this information to show our ads to people who have visited our site.
• Bitrix24 call tracking shows a phone number on the website that can differ between visitors. When you call it, the system records which page or ad led to the call and links it to the enquiry in our CRM. It can record your phone number and the time and length of the call.
• Call recording. Calls to and from our landline are recorded. A message at the start of the call tells you this before you speak with us. We use recordings to confirm order details, train staff and resolve disputes, and they are kept in our CRM (Bitrix24) with the rest of the enquiry. If you prefer not to be recorded, tell us at the start of the call or email us instead.

You can control these tools in several ways:

• block or delete cookies in your browser settings (some site features, including our forms, may then not work)
• turn off personalised ads in Google's My Ad Center
• install the Google Analytics opt-out browser add-on

Google explains how it uses data from sites that use its services at policies.google.com.

6. Who we share it with

We share personal information only where it helps us deal with your enquiry or run our business:

• Resellers. If your project is in a region served by one of our resellers, we may pass your enquiry to them. For example, Queensland enquiries may go to our Brisbane reseller.
• Installers. We supply only and can recommend an installation team. We pass your details to an installer only if you ask us to or agree to it.
• Service providers who help us run the business, including our website host, email provider, CRM (Bitrix24), Google and our IT support. They may use the information only to provide their services to us.
• Advisers and authorities, such as our accountant or lawyer, or a government body where the law requires it.

We do not sell, rent or trade your personal information.

7. Information stored overseas

Some of our service providers store data outside Australia. Our CRM provider, Bitrix24, stores data for Australian and other Asia-Pacific accounts in Amazon Web Services data centres in the United States, so enquiries, call records and call recordings held in Bitrix24 are stored in the United States. Google processes analytics and advertising data in several countries, including the United States. When you send us an enquiry, your details may therefore be stored overseas. We choose established providers that publish their own privacy and security commitments, and we take reasonable steps to make sure they handle your information in line with the APPs.

8. Direct marketing

We may email you about products, technical updates or events that relate to your enquiry or trade. We follow the Spam Act 2003 (Cth): every marketing email identifies us and includes an unsubscribe link. You can also opt out at any time by emailing sales@sustainablewindows.com.au or calling 02 4072 7337. Opting out of marketing won't stop us contacting you about an active quote or order.

9. Security and retention

We protect personal information with password-protected accounts, access limited to staff who need it, and providers that use encrypted connections. No system is completely secure, so please don't send bank or card details through our forms. If a data breach is likely to cause serious harm, we will notify affected people and the Office of the Australian Information Commissioner (OAIC) as the law requires.

We keep enquiry and customer records for as long as we need them for the purposes above and to meet tax, accounting and legal requirements. When we no longer need information, we delete it or remove anything that identifies you.

10. Access and correction

You can ask for a copy of the personal information we hold about you, or ask us to correct it. Email or write to us using the details below. We may need to confirm your identity first. We aim to respond within 30 days. If we refuse a request, we'll tell you why in writing.

11. Complaints

If you think we have mishandled your personal information, please contact us first with the details. We will acknowledge your complaint, look into it and reply in writing, normally within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner.

12. Changes to this policy

We may update this policy when our tools or practices change. The current version will always be on this page with its effective date.

13. Contact us

Privacy enquiries, Sustainable Windows Pty Ltd
21 Severn St, St Marys NSW 2760
Phone: 02 4072 7337
Email: sales@sustainablewindows.com.au