Crommelins Machinery Privacy Policy

1. Introduction

Crommelins Operations Pty Ltd, trading as Crommelins Machinery (“we,” “us,” “our,” or “Crommelins”) is a service and equipment supply business based at 139 Welshpool Rd, Welshpool WA 6106, Australia. This Privacy Policy explains how we collect, use, store, share, and protect personal information across our website, applications, services, and platforms — including our AI-powered chat assistant.

This policy applies to:

• Visitors to www.crommelins.com.au
• Users of our AI chat assistant and other digital platforms
• Crommelins Machinery customers, dealers, and resellers who engage our products and services
• Prospects who contact us for information, quotes, or support
• Anyone who provides information through forms, apps, or communications

By accessing our website, app, or services, you agree to this Privacy Policy. If you do not agree, please do not use our services.

2. Data Categories Collected

2.1 Information You Provide Directly

Contact Forms & Enquiries

• Name, email address, phone number
• State/location and business name (where relevant, e.g. dealer enquiries)
• Message content or enquiry description
• How you heard about us (optional survey field)

Dealer & Trade Account Data

• Business details for dealer/reseller account access (pricing, catalogues, marketing support tools)
• Login credentials for the Crommelins dealer portal

Communication & Correspondence

• Email messages and attachments
• Phone call notes relating to sales, spare parts, or service enquiries
• Warranty claim submissions

AI Chat Assistant Interactions

• Questions asked within the app (e.g. product selection, generator sizing, spare parts, service enquiries)
• Conversation history and AI-generated responses
• Enquiry details submitted through in-app forms
• Free-text messages and content you submit

2.2 Information Automatically Collected

Website & App Technical Data

• IP address and general geolocation
• Device type, operating system, browser version
• Pages visited, time spent, links clicked, referring source
• Session information and cookies

AI Chat Assistant & Processing Data

• Questions submitted to the AI assistant
• Response selections and feedback
• Conversation flow and time spent in conversation
• Features used within the app

We apply data minimisation practices — we only collect the categories of personal information above that are reasonably necessary to respond to your enquiry, provide our products and services, or operate the AI chat assistant, and we do not request sensitive personal information through the app unless you volunteer it.

3. Conversational Content & AI/LLM Data

3.1 AI Chat Assistant Data Collection

When you interact with our AI-powered chat assistant, we collect the questions and prompts you submit, the responses generated by the AI, conversation history and context, the time and date of interactions, and your contact information if you choose to provide it.

3.2 How Conversational Data Is Used

Your conversation data may be used to respond to your specific enquiries about products, spare parts, service, and dealer locations, to refine the assistant’s accuracy and relevance, to understand common customer questions and issues, and to generate aggregate insights about product interest and support trends.

3.3 Storage & Third-Party Processing

Our AI chat assistant is provided by HighLevel (HighLevel LLC / LeadConnector LLC), which processes and stores data in the United States, with support access from India. HighLevel uses its own sub-processors to deliver parts of that service, including artificial intelligence providers such as OpenAI. HighLevel publishes its current sub-processor list at gohighlevel.com/sub-processors, and that list may change from time to time.

Cloudflare Turnstile sits in front of the AI chat assistant to filter spam and automated traffic, and therefore also sees visitor traffic to it.

Data Retention for Conversational Content

• AI chat assistant conversations (all users): 12 months from last interaction

3.4 Who Can See Your Conversations

Conversations are visible to: Crommelins Machinery, through our own dashboard login; Studio 22, through their agency access as our chatbot developer; and Hera Digital, as the party that operates and maintains the build.

4. Usage Purposes

4.1 Service Delivery

• Respond to enquiries and provide product, pricing, and availability information
• Process spare parts orders and warranty claims
• Support dealer and reseller account access and marketing tools
• Provide after-sales technical support

4.2 Business Operations

• Maintain accurate customer and dealer records
• Manage spare parts logistics and service agent coordination
• Document communications and decisions

4.3 Marketing & Business Development

• Understand common enquiries and product interest patterns
• Send promotional or product update material, only with your consent

4.4 Analytics & Improvement

• Analyse website and app usage and behaviour
• Identify technical issues or usability problems
• Improve app functionality and accuracy

4.5 Compliance & Legal

• Meet legal obligations under the Australian Privacy Act 1988 and, where applicable, the GDPR
• Prevent fraud, abuse, or unauthorised access
• Respond to lawful requests from authorities

5. Data Recipients & Third-Party Sharing

5.1 Data Processors & Service Providers

We share information with trusted partners who process data on our behalf:

• AI Chat Assistant — HighLevel (HighLevel LLC / LeadConnector LLC), processed in the United States with support access from India
• Website hosting and content delivery network (CDN) providers
• Analytics platforms used to understand website and app usage
• Email and communications service providers
• Our national network of authorised dealers, resellers, and service agents, solely to fulfil sales, spare parts, and warranty requests you make

5.2 Data We Do NOT Share

• We do not sell personal information to third parties
• We do not rent or lease contact lists
• We do not share data with unaffiliated marketing companies or data brokers

5.3 Sharing with Legal Authority

We may disclose information if required by law, court order, or government request, or if necessary to comply with legal obligations, enforce our terms, protect against fraud or security threats, or protect the rights, safety, or property of Crommelins Machinery, our users, or the public.

6. Data Retention

Retention periods are set out in Section 3.3 above. Upon request, we will delete your personal information within 30 days, except where retention is required for legal compliance, tax obligations, enforcing contracts, or where data has already been provided to a third party whose deletion requires their separate action. To request deletion, contact marketing@crommelins.com.au.

7. User Rights & Controls

• Right to Access — request a copy of your personal information (provided within 30 days)
• Right to Correct — request correction of inaccurate or incomplete information
• Right to Delete — request deletion, subject to legal retention obligations
• Right to Data Portability — request your data in a portable, machine-readable format
• Right to Opt-Out — opt out of marketing communications, and (where feasible) analytics tracking
• Right to Restrict or Object to Processing — particularly for marketing or analytics purposes

Please include your full name, email address, and a description of the right you are exercising. We will respond within 30 days; complex requests may take up to an additional 30 days.

8. Security & Data Protection

Crommelins implements industry-standard security practices, including SSL/TLS encryption for data in transit, access controls limiting data to authorised personnel, and regular review of our infrastructure and third-party processors. While we take security seriously, no system is 100% secure and we cannot guarantee absolute protection.

Data Breach Notification: If we become aware of a breach affecting your personal information, we will notify you without undue delay, provide details of the breach and affected data, suggest protective steps, and notify relevant authorities (including the Office of the Australian Information Commissioner) where required under the Notifiable Data Breaches scheme.

9. Children’s Privacy

Our app and services are not directed at, and are not intended for use by, children under 13 years of age. We do not knowingly collect personal information from children under 13. If we become aware that a child under 13 has submitted personal information, we will delete it promptly.

10. International Data Transfers

Crommelins Machinery is based in Australia. Your information may be transferred to, stored in, and processed in Australia or in countries where our service providers operate. In particular, our AI chat assistant is provided by HighLevel, which processes and stores data in the United States, with support access from India. Where information is transferred outside Australia or the EU/EEA, we take reasonable steps (including relying on service providers’ compliance with the Australian Privacy Act and, where applicable, Standard Contractual Clauses) to ensure adequate protection of your information.

11. Cookies & Tracking Technologies

• Essential Cookies — session management, security, and basic site functionality
• Performance Cookies — analytics and usage tracking (optional)
• Marketing Cookies — personalised content and retargeting (optional)

You can control cookies through your browser settings; disabling cookies may limit some site functionality. We honour “Do Not Track” signals where technically feasible.

12. Compliance & Legal

12.1 Australian Privacy Act

Crommelins Machinery complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), including lawful and fair collection, limited use and disclosure, data quality and security, user access and correction rights, and open complaint handling.

12.2 GDPR (EU/EEA)

For users in the European Union and European Economic Area, we comply with GDPR requirements including lawful bases for processing, data subject rights, data protection by design, and breach notification within 72 hours where applicable.

13. Third-Party Links & Services

Our website and app may contain links to third-party websites and services, including our dealer network and social media channels. We are not responsible for their privacy practices; please review their policies independently.

14. Updates to This Policy

We may update this Privacy Policy to reflect legal changes, new features, or business practices. Updates will be posted here with a new “Last Updated” date, and we will notify users of material changes via email or prominent website notice where appropriate. Your continued use of our services constitutes acceptance of the updated policy.

15. Complaints & Dispute Resolution

Crommelins Machinery Privacy Team
Email: marketing@crommelins.com.au
Phone: 1300 650 659
Address: 139 Welshpool Rd, Welshpool WA 6106, Australia

We will investigate and respond within 30 days. If you remain dissatisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992, or, for EU/EEA residents, your local Data Protection Authority.

16. AI Chat Assistant Data Processing

Our AI chat assistant is provided by HighLevel (HighLevel LLC / LeadConnector LLC), which uses its own sub-processors to deliver the service, including artificial intelligence providers such as OpenAI. See Section 3 above for how your conversation data is collected, used and retained. HighLevel publishes its current sub-processor list at gohighlevel.com/sub-processors.

17. Limitations & Disclaimers

This policy is for informational purposes and is not a substitute for legal advice. It is provided “as-is” without warranties, and Crommelins Machinery is not liable for unauthorised access, data loss, or breaches beyond our reasonable control. For specific legal guidance, consult a qualified privacy attorney.

18. Contact Information

19. Acknowledgment

By using Crommelins Machinery’s website, app, services, or platforms, you acknowledge that you have read, understood, and agree to this Privacy Policy and our collection and use of your information as described.