Privacy Policy

EXPLOREN – PRIVACY POLICY

EVE Australia Pty Ltd t/as Exploren (ABN 95 614 095 644) (we, us or our), understands that protecting your personal information is important. This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us when providing our website or Exploren EV Charging and Load Management platform to manage EV charging for home, business, fleet and public sector scenarios (Services) or when otherwise interacting with you.

The information we collect

Personal information: is information or an opinion, whether true or not and whether recorded in a material form or not, about an individual who is identified or reasonably identifiable.

The types of personal information we may collect about you include:

Identity Data including first name, middle name, last name, maiden name, title, date of birth, gender, job title, photographic identification, marital status, pronouns and images of you.
Contact Data including billing address, delivery address, email address and telephone numbers.
Financial Data including bank account and payment card details (through our third party payment processors, Stripe and Eway).
Transaction Data including details about payment from you to us and other details of products and services you have purchased from us.
Technical and Usage Data including internet protocol (IP) address, your login data, your browser session, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behaviour, information about your access and use of our website, including through the use of Internet cookies, your communications with our website, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider.
Profile Data including your username and password for our Services, purchases or orders you have made with us, support requests you have made, content you post, send receive and share through our platform, your interests, preferences, feedback and survey responses.
Interaction Data including information you provide to us when you participate in any interactive features of our Services, including surveys, contests, promotions, activities or events.
Marketing and Communications Data including your preferences in receiving marketing from us, including by push notification and email, and your communication preferences.
Professional data including where you are a worker of ours or applying for a role with us, your professional history such as your previous positions and professional experience.
Sensitive information is a sub-set of personal information that is given a higher level of protection. Sensitive information means information relating to your racial or ethnic origin, political opinions, religion, trade union or other professional associations or memberships, philosophical beliefs, sexual orientation or practices, criminal records, health information or biometric information. We do not actively request sensitive information about you. If at any time we need to collect sensitive information about you, unless otherwise permitted by law, we will first obtain your consent and we will only use it as required or authorised by law.

How we collect personal information

We collect personal information in a variety of ways, including:

Directly: We collect personal information which you directly provide to us, including when you register for an account, through the ‘contact us’ form on our website or when you request our assistance via email, or over the telephone.
Indirectly: We may collect personal information which you indirectly provide to us while interacting with us, such as when you use our website, in emails, over the telephone and in your online enquiries.
From third parties: We collect personal information from third parties, such as details of your use of our website from our analytics and cookie providers and marketing providers. See the “Cookies” section below for more detail on the use of cookies.
From publicly available sources: We collect personal data from publicly available resources such as the Australian Securities and Investment Commission (ASIC) and professional networking sites such as LinkedIn.

Why we collect, hold, use and disclose personal information

We have set out below, in a table format, a description of the purposes for which we plan to collect, hold, use and disclose your personal information.

Purpose of use / disclosure

To enable you to access and use our Services, including to provide you with a login.
To assess whether to take you on as a new client, including to perform anti-money laundering, anti-terrorism, sanction screening, fraud and other background checks on you.
To provide our Services to you, including to provide you with your EV charging data.
To contact and communicate with you about our Services including in response to any support requests you lodge with us or other enquiries you make with us.
To contact and communicate with you about any enquiries you make with us via our website.
For internal record keeping, administrative, invoicing and billing purposes.
For analytics, market research and business development, including to operate and improve our Services and associated applications.
For advertising and marketing, including to send you promotional information about our events and experiences and information that we consider may be of interest to you, where you have opted in.
To run promotions, competitions and/or offer additional benefits to you.
If you have applied for employment with us; to consider your employment application.
To comply with our legal obligations or if otherwise required or authorised by law.

Our disclosures of personal information to third parties

We may disclose personal information to:

Our employees, contractors and/or related entities;
IT service providers, data storage, web-hosting and server providers such as Amazon Web Services (AWS);
Providers who assist us to send marketing communications to you where you have opted in to receive them, such as HubSpot;
Professional advisors, bankers, auditors, our insurers and insurance brokers;
Payment systems operators such as Stripe and Eway;
Our existing or potential agents or business partners;
Sponsors or promoters of any promotions or competition we run;
Anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred;
Courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you;
Courts, tribunals, regulatory authorities and law enforcement officers, as required or authorised by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights;
Third parties to collect and process data, such as Google Analytics (To find out how Google uses data when you use third party websites or applications, please see www.google.com/policies/privacy/partners/ or any other URL Google may use from time to time); and
Any other third parties as required or permitted by law, such as where we receive a subpoena.

Overseas disclosure

While we store personal information in Australia, where we disclose your personal information to the third parties listed above, these third parties may store, transfer or access personal information outside of Australia. We will only disclose your personal information overseas in accordance with the Australian Privacy Principles.

Your rights and controlling your personal information

Providing information

You can choose whether to provide personal information to us, however, if you don’t provide certain information, we may not be able to provide some services. Let us know if you don’t want to provide information and we will let you know when information is required versus optional.

Anonymity

Where practicable we will give you the option of not identifying yourself or using a pseudonym in your dealings with us.

Access to your information

You can request access to the personal information we hold about you and we will respond to your request within a reasonable time. We may charge a reasonable administrative fee for providing access and if we cannot provide access, we will explain why and explore alternative ways to share relevant information.

Correction rights

You can ask us to correct any information that is inaccurate, out of date, incomplete, irrelevant or misleading and we will take reasonable steps to correct your information promptly. If we cannot make the correction, we will explain why and discuss alternatives. You can ask us to add a statement to your information noting your requested correction.

Marketing communications

You can opt-out of receiving marketing communications at any time. Each marketing communication will include an unsubscribe option. You can change your marketing preferences by contacting us. We will process your request as soon as practicable.

How to contact about your rights or to make a complaint and what happens next

Step 1: Contact our privacy officer

Email: [email protected]
Phone: 1300 755 087
Post: 14 Millennium Ct, Silverwater NSW 2128

What to include:

Your full name, contact details, clear details about your request or complaint, and any relevant dates or reference numbers.

Step 2: Our response

We will:

Verify your identity before processing your request
Investigate thoroughly (for complaints) or process your request (for rights)
Respond to you in writing within reasonable timeframes and as required by law
Explain what actions we will take and keep you updated on progress
Not charge you for making a request (except for reasonable access fees if applicable)
Help you understand and exercise your rights

Step 3: If you’re not satisfied (complaints only)

If you’re not satisfied with our response to your complaint, you can:

Ask for a review by our senior management, or
Contact external bodies:
- Australian residents: Office of the Australian Information Commissioner (Phone: 1300 363 992, Website: oaic.gov.au)

This is the same process whether you want to access your information, correct mistakes, change marketing preferences, or make a complaint about our privacy practices.

Storage and security

We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures, to safeguard and secure personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

While we are committed to security, we cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk.

How long we keep your information

We keep your personal information only as long as we need it for the purposes we collected it, or as required by law. When we no longer need it, we securely destroy or de-identify it.

Cookies

We may use cookies on our website from time to time. Cookies are text files placed in your computer’s browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, they do recognise you when you return to our online website and allow third parties, such as Google and Facebook, to cause our advertisements to appear on your social media and online media feeds as part of our retargeting campaigns. If and when you choose to provide our online website with personal information, this information may be linked to the data stored in the cookie.

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our website.

Links to other websites

Our website may contain links to other party’s websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.

Use of geolocation data

We collect the precise or approximate location via our platform, of your EV charger, for the following purposes:

to allow other EV drivers and members of the public to visualise and access your chargers using the platform;
to collect data on the use of your EV charger to help you maximise monetisation; and
support and manage the system

We collect this information when you enable our platform to locate your EV. If you do not want us to use your location for the purposes above, you should turn off the location services in your account settings in the platform. If you do not provide geolocation data to us, we may not be able to provide our Services to you.

Artificial Intelligence (AI) Technologies

Overview

We use artificial intelligence and machine learning technologies in our business operations and services, including AI tools provided by third parties, such as Lorikeet and Claude. We only use these technologies when legally permitted and necessary for our business.

How we use AI

We may use AI technologies to:

Respond to and assist with support queries raised on our support phoneline via an AI support bot
Assist our staff with internal tasks such as analysis and process improvement
Improve and optimise our services and operations
Automate routine tasks and communications
Personalise your experience with our services

Data protection and security

When we work with third-party AI providers, we ensure they handle your personal information in accordance with privacy laws through contractual requirements and appropriate safeguards.

Your rights and our commitments

Any information generated or inferred about you by AI technologies is treated as personal information, and you maintain all the rights outlined in this privacy policy. When using AI with your personal information, we commit to:

Transparency and control

We’ll inform you when AI is used to make decisions that may significantly affect you
We maintain human oversight and review of significant AI-generated decisions
Our staff are trained to understand AI limitations and verify outputs before relying on them
We implement processes to verify the accuracy of AI-generated outputs

Security

We use appropriate technical and organisational measures to maintain the security and integrity of your personal information
We regularly test and monitor AI outputs for accuracy and reliability

Risk mitigation

We regularly assess and document risks associated with using AI to process personal information
We implement appropriate measures to address these risks
We continuously monitor AI performance and regularly review their impact

Automated Decision Making

We use automated processes (via Zendesk) to triage support tickets.

To do this, we may use various types of information you provide, such as:

your name and contact details;
the content of your support ticket; and
your customer account and service arrangement with us.

We do not otherwise use automated decision-making in providing our Services.

Amendments

We may, at any time and at our discretion, vary this Privacy Policy by publishing the amended Privacy Policy on our website. We recommend you check our website regularly to ensure you are aware of our current Privacy Policy.

For any questions or notices, please contact us at:

EVE Australia Pty Ltd t/as Exploren (ABN 95 614 095 644)

Email: [email protected]

Last update: 23 September 2026