01
Scope and who we are
This policy explains how Vantera Pty Ltd ("Vantera", "we", "us" or "our") handles personal information when you use vantera.com.au, contact our team, place a retail order, request a window or door quotation, upload project documents, visit our showroom or use our installation enquiry service.
We aim to manage personal information transparently and in accordance with applicable Australian privacy requirements. This policy should be read with any collection notice shown at the point where information is requested.
02
Information we collect
Depending on how you deal with us, we may collect:
- your name, email address, telephone number, company and customer type;
- customer-account email, full legal or customer name, contact number, customer type, billing or business address, preferred contact method and, for a business account, company name and ABN;
- account verification, profile version, confirmation, creation and last-access details, and linked order or quotation summaries;
- security records needed for one-time verification codes and signed-in sessions, including expiry and attempt information;
- delivery, collection, project and installation-site addresses;
- products, quantities, preferences, order notes and fulfilment requirements;
- window and door selections, sizes, glazing, energy-performance requirements and installation details;
- architectural plans, schedules, certificates, marked-up drawings, site photographs and other files you choose to upload;
- communications, warranty, refund, missing-item and other customer service information;
- newsletter consent and communication preferences; and
- technical information necessary to operate and secure the website, such as IP address, browser type, timestamps and consent status.
We usually collect information directly from you through our website, email, telephone, WhatsApp, showroom or project documentation. Builders, architects, designers or other project contacts may also provide information where you are involved in a shared project.
03
How we use information
We may use personal information to:
- create and manage retail orders, stock checks, collections and delivery arrangements;
- review project plans, prepare technical configurations, drawings, quotations and installation scopes;
- communicate receipts, quote acknowledgements, status updates and service responses;
- confirm compatibility, improve products and provide after-sales support;
- manage accounts, records, fraud prevention, website security and legal obligations;
- maintain an internal customer register and preserve an order-time snapshot of confirmed customer details for transaction support, payment disputes and record integrity;
- send optional product or project updates where you have consented; and
- analyse and improve our website only where the relevant optional technology is enabled and permitted.
Website orders and quotations are reviewed by our team. The website does not currently make solely automated decisions that significantly affect a customer's rights or interests.
04
Customer verification and order evidence
Before a website order is accepted, the customer must verify control of their email address and complete a minimum contact profile. The order page then asks the signed-in customer to confirm that those details are current. Vantera records the confirmed profile version and an order-time snapshot with the transaction. This helps us issue receipts, arrange fulfilment, identify the correct support record and respond to genuine payment, delivery or service disputes.
Authorised Vantera staff may search the internal register and view linked order references. Staff may place an account into active, manual review or ordering blockedstanding using an objective reason, review note, reviewer identity and timestamp. These are internal account controls, not a public blacklist. They are subject to human review and are not intended to make decisions based on sensitive or protected personal characteristics.
Vantera may provide the minimum relevant transaction and customer-confirmation evidence to a payment provider, bank, professional adviser, dispute-resolution body, insurer, regulator or law-enforcement authority where reasonably necessary and permitted or required by law. We do not represent this retail profile as an anti-money-laundering identity check or a government identity verification service.
05
Disclosure and overseas processing
We may provide information to staff and contractors who need it for the requested service, and to delivery, installation, technical, IT, website hosting, file-storage, security, email and professional service providers. We do not sell personal information.
Our website and email workflows use service providers that may process or store information outside Australia. Depending on the service and routing in use, these locations may include Japan, the United States and other countries where a provider or its infrastructure operates. We take reasonable steps appropriate to the circumstances when selecting and working with providers.
Vantera customer access uses a one-time six-digit code sent to the email address you provide. Codes expire after 10 minutes and can be used once. We store cryptographic hashes rather than readable codes or session tokens, and we do not create or store a customer-account password. Our email-delivery provider processes the address and message content required to deliver the verification email.
Links to Google Maps, WhatsApp, Instagram or other external services are governed by those services' own privacy practices once you leave our website.
07
Marketing choices
We send optional newsletters or promotional messages only where you have requested them or where otherwise permitted. You can unsubscribe using instructions in a message or by emailing order@vantera.com.au. Transactional order, quotation and service messages are not marketing and may still be sent where needed to provide the requested service.
08
Security and retention
We use administrative and technical safeguards intended to protect information from misuse, loss and unauthorised access, modification or disclosure. No internet or storage system is completely secure, so please contact us promptly if you believe information has been exposed or sent in error.
Customer sessions use secure, HTTP-only browser cookies and expire after a limited period. Verification attempts are restricted to reduce abuse. You should never share an account verification code and should sign out after using a shared or public device.
The internal customer register and order-evidence endpoints check staff access on the server. Changes to account standing create an audit record. Access should be limited to team members who need the information for fulfilment, customer support, dispute handling, risk review or lawful business administration.
We retain information only for as long as reasonably required for the purposes described above, customer support, warranty and project records, dispute resolution and applicable accounting or legal requirements. Information that is no longer required is deleted or de-identified where reasonably practicable.
09
Access, correction and privacy complaints
You may ask for access to personal information we hold about you or request a correction. We may need to verify your identity before responding, and applicable law may permit or require us to refuse part of a request.
Signed-in customers can review and update their current profile through the customer account page. Updating a profile does not overwrite a historical order-time snapshot because preserving the details confirmed for a completed transaction may be necessary for record integrity and dispute resolution. You can contact us if you believe a historical record is inaccurate or requires an explanatory note.
For an access request, correction or privacy complaint, contact us in writing with the subject “Privacy request”. We will acknowledge the matter and aim to provide a substantive response within 30 days. If you remain dissatisfied and the Privacy Act applies, you may be able to contact the Office of the Australian Information Commissioner.
10
Changes to this policy
We may update this policy when our services, providers or legal obligations change. The latest version will be published on this page with its updated date. You may request a copy in another reasonably accessible form by contacting us.
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