Lawful purposes for collection and use
How we use personal information
Fisher & Paykel Appliances Limited ( FPA) and it's related companies are committed to protecting your privacy and complying with relevant privacy laws in the various regions we operate in, including the Privacy Act 2020 (New Zealand), Privacy Act 1988 (Australia), the General Data Protection Regulation (EU & UK), the California Consumer Privacy Act and other applicable regulations.
As we operate in many countries and offer a range of services, in some cases we have specific market or product Privacy Policies. Please review the link below to determine which may apply to you.
If you are based in China please visit Privacy Policy | Fisher & Paykel China (fisherpaykel.com/cn)
If you are a Solar or Home Solutions customers please visit fisherpaykelhomesolutions.com/privacy-policy
If you are a Fisher & Paykel Technologies customer please visit fisherpaykeltechnologies.com/privacy
If you have the SmartHQ application and are based in Europe/UK please visit https://static.brillion.geappliances.com/policies/privacy_policy_eu.html and if you have the SmartHQ application and are based in any other market please visit https://static.brillion.geappliances.com/policies/privacy_policy_noneu.html
This policy outlines how we collect, use, disclose, and protect your personal information.
If you have any questions or concerns please contact us using the details provided in the Contact Us section at the end of this policy.
We collect information necessary for our business functions and activities, including:
General Data: We collect statistical data when you interact with us, including when we do a service visit, when you use our websites, visit us. contact us, chat with us, use our software applications and social media pages. We use this data for evaluating the performance of these platforms, and to improve your visitor experience and our advertising campaigns. This statistical data is anonymous unless you create an account with us. Then your activity on our website (such as which pages you visited) will be linked to your account, including any historical activity. See our Cookies Policy for more detail.
Personal Information: We collect personal information (information that can identify an individual).
The personal information we collect includes information such as your name, address and contact details, information about products you have bought or added to your application, service details, communications between us, social media account information, bank account information and credit or payment related information. We may also collect location information if you use a location enabled product and opt-in to share this information with us.
We collect this information when you purchase, register or use products, interact with us to request services, or participate in promotions, surveys or product reviews.
Sensitive Personal Information: In certain circumstances we may collect sensitive personal information about you. This can include information we collect from third parties (such as government agencies) that helps us keep our staff safe when carrying out on site servicing of our appliances.
Please do not share any sensitive personal information with us unless specifically requested (for example, if we ask whether you rely on one of our products for medical reasons).
Children's Personal Information: We do not collect personal information about children. We may inadvertently process the personal data of children but our services are not meant for them. If you believe we have collected this information please contact us at privacy@fisherpaykel.com for our review.
Candidate Personal information: We collect personal information from you for consideration for upcoming roles and opportunities to ensure that we can thoughtfully consider all candidates in line with the roles we have available.
The personal information we collect includes your name, contact details, and other details you share with us, such as your CV and references. While we usually collect this information directly from you, there are instances where you provide this information to third parties, such as recruiters, who then share your information with us with your consent. More information about how we process your personal information when you apply for roles is provided during the application process.
We collect personal information from you in a number of ways including on our website when you purchase a product , sign up to the SmartHQ app. register for a promotion or register an appliance, using online forms and live chat, offline interactions (e.g., visits to retailers who are part of our distribution or service networks, or at trade shows), from social media channels where you have interacted with our pages, through interactions with our contact centres (including recording calls), and from public and commercial sources (such as public databases).
Live chat: When you chat with us on our website we collect and process the personal data you provide when initiating the chat. The personal information is processed by our CRM natural language processing services which is used to allow the chat to interpret and answer your questions.
We may also collect personal information using cookies and other similar technologies (e.g. when you log into our website, when you create an account with us). See our Cookies Policy for more detail.
We collect and use your personal information because:
If you provide us with your personal information we take this as your implied consent for us to collect, use and share that information as set out in this policy.
You do not have to provide us with any of the personal information we request, but if you do not provide it this may affect your ability to participate in certain promotions and use some of our products, features and services.
We use personal information for:
We may record and analyse customer service calls for quality assurance, training and service improvement purposes. To support our customer service teams, we may use automated tools including artificial intelligence systems to transcribe and summarise calls. These summaries help us understand the nature of your inquiry and provide better support in future interactions. Our AI tools operate on redacted versions of calls and do not retain or use personal information for training and model development purposes. Summaries are only used internally to assist in servicing you.
If we want to use your personal information for any other purpose, we will tell you about this when we ask you for it.
We may disclose your personal information for the above purposes to:
When we transfer your personal information to:
In certain circumstances, courts, law enforcement agencies, regulatory agencies or security authorities in those other countries may be entitled to access your personal information.
Your personal information is stored and processed primarily in New Zealand, Australia and the United States. Due to the global nature of our business, it may also be accessed and processed in any country where we have operations or engage service providers.
Whenever we transfer your personal data to another country, we make sure a similar degree of protection is afforded to it by transferring it countries that have adequacy or we make sure it is protected by appropriate safeguards (e.g. by using contractual clauses).
We do not sell personal information.
We use third-party advertising to show you relevant products and services and provide you with a better user experience when using the internet. This can involve automated data profiling and the use of cookies and similar technologies. You can opt-out of such profiling through your browser settings. See our Cookies Policy for more detail.
We retain personal information as long as necessary for our purposes or as required by law. In deciding an appropriate retention period we consider the amount, nature, and sensitivity of the data, the risk of harm from unauthorised access or use, and legal requirements.
We use various measures to protect your personal information, including secure electronic network systems and security systems on our premises. We restrict access to personal information to those who need access for the purposes set out in this policy. To learn more about protection of information you can visit our Cyber Security notice.
However, no system can guarantee complete security. If you believe a data breach has occurred please contact us immediately.
You have a number of rights over your personal information. We will never discriminate against you for exercising these rights. We will address any requests to exercise your rights within a reasonable time and provide reasons for any refusal.
Marketing opt‐out: You can opt-out of receiving marketing email communications by updating preferences via the link at the footer of any marketing email we send you or by contacting us. You can opt-out of receiving marketing via social channels by opting out via our Cookies Policy.
SMS and Text marketing: We do not market to you over Text/SMS.
We act on your requests quickly however you may still get marketing messages for a short period after you make your request. Opting out won't stop us from sending you important messages about your service, like delivery updates, account verification, transaction details, changes to features, or technical and safety notices.
Access and Correction: You can request access to and correction of your personal information by contacting us.
Automated decision‐making: We do not use your personal information to make automatic decisions or create a profile of you that could result in important legal or financial consequences. However, we might create a profile of you to understand your transactions with us, how you use our products, or to recommend products or services you might like, using data collected from our services.
Third‐party direct marketing: We don't share your personal information with third parties for their direct marketing related to your purchase and use of our products.
Other rights: In certain circumstances such as if you are located in the European Union or the UK, you can also request we delete your personal information, transfer your personal information to another company, object to or restrict how we use it, or withdraw your consent for using it.
We may need to keep certain information. For example, we may need to retain your information if you have an active warranty on a Fisher & Paykel Appliances or Haier product, to facilitate a product recall, to complete an open transaction, to provide a good or service requested by you, to provide a good or service, or for internal purposes as reasonably anticipated within the context of our business relationship.
You will not receive discriminatory treatment by us for the exercise of your privacy rights.
Do not track signals: our website receives Do Not Track signals.
Complaints: You have the right to complain to the relevant privacy regulator about how we process your personal information.
In addition to the above rights you may also have the right to opt-out of the sale or sharing of your personal information, or to limit how we use and share sensitive personal information. However, FPA does not sell personal information and will only share it as outlined in this policy. If you do not want us to share your personal information or want to limit the use of any sensitive personal information please contact us.
“Shine the Light”. California residents that have an established business relationship with us have rights to know how their personal data is disclosed to third parties for their direct marketing purposes under California’s “Shine the Light” law, or the right to opt out of such practices (Civ. Code §1798.83). We do not share your personal data with third parties for their direct marketing purposes.
If you are a consumer in the State of Nevada, you may request to opt out of the current or future sale of certain of your personal information. We do not currently sell any of your personal information under Nevada law, nor do we plan to do so in the future.
We offer various discounts, special pricing, promotions, and exclusive offers ("Special Offers"). When you sign up for Special Offers, we may ask you to provide your identifiers (name, email address, or phone number) to identify you as a participant and to provide you with relevant messaging, experiences, and deals. Special Offers are "opt-in" and subject to terms and conditions which will be provided to you at the time of signup.
To the extent that a specific offer constitutes a "financial incentive" under applicable law, we will describe how the value of your personal information to us is reasonably related to the value of the free or discounted products or services that you obtain in connection with the relevant Special Offer. Generally, the value of your personal information correlates to the value of the free or discounted products or services that you obtain in connection with the Special Offer and is based on the expense to us of offering you those free or discounted items.
The benefits provided to you (or realised by FPA) vary depending on factors such as what you purchase, how you purchase, or which offers you choose. We also incur a variety of expenses related to Special Offers. These may include, for example, costs associated with discounts on purchases, free shipping or delivery, and expenses of collecting and processing your data.
You may opt in to a financial incentive by following the sign-up or participation instructions provided, and you can opt out at any time by following the unsubscribe instructions in the applicable program’s terms and conditions, promotional emails, or text messages. You can also opt out by contacting us using the information in the "Contact Us" section of this Privacy Statement.
Where you or your business submits an application for commercial credit we may:
We may use credit reporting agencies to check the credit status when you or your company applies for commercial credit accounts, products or services, and to monitor creditworthiness while there is a credit facility with us. This means we may give personal information to those agencies, and they may give us other information they hold as to the credit status. We may also let them know when there has been a default in payment obligations to us. Credit reporting agencies may use the information we provide to update their credit reporting databases. When other individuals and organisations use the credit reporting agencies’ services, they may also be provided with this updated information. We may also use other credit reporting agencies’ services in the future. For example, we may use credit reporting agencies’ monitoring services to get updated information about your credit status. If you are located in Australia please see the Australia Credit Code Policy.
We provide links to other websites for your convenience and information. These sites may have their own privacy policies, which we recommend reviewing if you visit them. We are not responsible for the content or use of linked sites.
We may update this policy periodically. The latest version will be available on our website, with the date it was last updated included at the top of this policy. If we make material changes to this policy we will post a notice on our website highlighting the changes.
Cookies are harmless text files stored on your computer/device/browser when you visit certain websites/pages.
We use cookies to enhance and personalise your experience with us, for example, to allow you to include/save items in your shopping cart, and to make our site run smoothly and work best for you. The data is completely anonymous and none of the cookies we use collect personal information about you. To make full use of the features and functions of our site, (ecommerce) including to purchase on our site, your computer, laptop, tablet or smartphone needs to accept cookies. If cookies aren’t accepted by/enabled on your web browser it will mean you will only be able to browse and research and won’t be able to add products to your shopping cart and purchase them.
Most web browsers have cookies automatically enabled. You can manage cookies through your browser settings. These are typically in the "privacy" section of your browser settings or preferences. In some instances you can configure your browser to notify you when you’re offered a cookie and decide whether to accept or not.
You can opt-out of each cookie category (except strictly necessary cookies) by clicking on the “cookie settings” button below:
To learn more about the cookies we use and what they do, please see the comprehensive list below.This list will dynamically update as cookies change on the site, however your selected preferences will always persist.
For privacy‐related questions or concerns, contact our Privacy Officer/Data Protection Officer by email at privacy@fisherpaykel.com, or if you would prefer to contact us by mail, please write to us at:
Legal and Compliance
Fisher & Paykel Appliances Limited
PO Box 58550 Botany,
Manukau 2163 Auckland,
New Zealand
For general enquiries you can reach us by phone or via our website https://www.fisherpaykel.com/.
| Customer Location | Contact Number |
|---|---|
| New Zealand (NZ) | 0800-372-273 |
| Australia (AU) | 1300-650-590 |
| Canada (CA) & USA | 1.888.936.7872 |
| United Kingdom (UK) | 08000-886-605 |
| Ireland (IE) | 1800-625-174 |
| Singapore (SG) | 6741-0777 |
If you want to opt out of receiving marketing information at any time you can email us at optout@fisherpaykel.com or by contacting us over the phone. Alternatively you can select 'Unsubscribe' at the bottom of our marketing emails.