Privacy Policy

The Site is a self-service support hub for the Thermann Smart Electric hot-water system. It hosts a help knowledge base, the product manual, a Best Mode calculator, a Reece store finder, and an AI chat assistant for product questions.

We do not use this Site to take payments, register warranties, sell products, run marketing campaigns, recruit employees or operate a mailing list. Where you interact with Dux for those purposes, the wider Dux Privacy Policy applies.

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

Some personal information is sensitive information— including health information, biometric data, and information about your race, religion, sexual orientation, or membership of a professional or political association — and is given a higher level of protection under the Privacy Act. We do not collect sensitive information through this Site.

The Site only collects what is needed to deliver each feature. The table below sets out what we collect, where it goes, and the Australian Privacy Principles (APPs) that govern the handling.

We do not ask for your name, postal address, email or phone number on this Site. If you contact our Privacy Officer using the details below, that interaction is governed by the wider Dux Privacy Policy.

You can browse the help knowledge base, manual, calculator and store finder without identifying yourself. The chat assistant works best with a model and serial number, but you can use any value or skip them — though our ability to help may be reduced.

We use the information collected through this Site only to:

• answer your support question through the chat assistant;
• return mode recommendations from the Best Mode calculator;
• return nearby Reece stores from the store finder;
• understand traffic and performance so we can improve the Site (analytics — only if you opt in);
• respond to access, correction or complaint requests; and
• comply with our legal obligations and to detect, prevent or respond to fraud or security incidents.

We do not use this data for direct marketing, advertising profiling, or automated decision-making producing legal effects.

We use a small number of third-party service providers (processors) to operate this Site. Each is bound to handle your information only as instructed by us, in accordance with the Privacy Act and our supplier privacy and security obligations.

We do not publicly identify our individual processors here, but you can request the current list by contacting our Privacy Officer. We may also disclose personal information to our professional advisors, regulators or law enforcement where required or authorised by law. We do not sell personal information.

Some of our service providers store or process personal information outside Australia, including in the United States and on global edge networks. Where we disclose personal information overseas:

• we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles; and
• we will only disclose where required or authorised by Australian law, with your consent, or under another lawful basis recognised by the Privacy Act.

Dux takes reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Measures include:

• encrypting connections to and from the Site (HTTPS / TLS);
• restricting access to personal information to personnel who need it to provide the Site;
• technical safeguards on our infrastructure such as access controls, network protections, and regular updates;
• physical security at our premises, and contractual security obligations on our service providers.

What we use and why

Cookies and similar technologies (such as localStorage and sessionStorage) are small pieces of data that a website stores on your device. We group them into two categories on this Site:

• Strictly necessary— required for the Site to work. Examples: keeping your active chat session in place, remembering the model and serial number you typed into the chat form, and storing your cookie consent choice itself. These do not require your consent under the ePrivacy Directive and the equivalent national laws.
• Analytics— anonymised traffic and performance data sent to our analytics provider so we can understand how visitors use the Site and improve it. Off by default; only loaded after you opt in.

Your choices

The first time you visit the Site we show a consent banner. You can accept all categories, reject everything that is not strictly necessary, or choose category by category. You can change your choice at any time by selecting Cookie preferencesin the footer of any page. You can also block or delete cookies from your browser settings — if you do, parts of the Site may not work as expected.

• Chat content — the local copy in sessionStorage is cleared when you close the tab. Our AI chat-platform provider retains chat transcripts on its platform in accordance with its own privacy and retention policies.
• Chat product details (model + serial) — stored on your device in localStorage until you clear your browser data. We do not keep them on our servers between sessions.
• Calculator and store-finder inputs— not retained after your request returns; only minimal request logs (necessary for security and abuse-prevention) may persist briefly with our hosting provider.
• Analytics data— retained by our analytics provider in aggregate; we do not use it to identify individual visitors.
• Consent record— stored on your device until you change it or clear your browser.

The wider Dux retention policy applies to other Dux interactions outside this Site.

Dux will endeavour to keep your personal information accurate, complete and up to date.

To request access to or correction of personal information we hold about you, contact our Privacy Officer using the details in the “How to contact us” section below. We will usually respond within 14 days. We may need to verify your identity before actioning a request.

In the first instance, please contact our Privacy Officer using the details below. We may require proof of your identity and full details of your request before we can process your complaint. Please allow up to 14 days for Dux to respond.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.

The Site may link to websites operated by third parties. If you follow a link to a third party, that website may collect personal information from you under its own policy. We make no representations about the privacy practices of third-party providers and we are not responsible for their content or policies. We encourage you to read those policies before providing information.

We may update this notice from time to time. Material changes will be reflected by an updated “Last updated” date at the top of this page. Where required, we will provide prominent notice on the Site or contact you directly.

The data controller for personal information collected through this Site is Dux Manufacturing Limited (ABN 19 077 879 844). If you have a question or concern about how we handle your personal information, or you wish to exercise any of the rights above, contact our Privacy Officer:

For matters that do not relate to this Site, please refer to the wider Dux Privacy Policy.