Privacy Policy

Introduction

At Utilified, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, and safeguard your data when you use our website or our utility management platform.

Information we collect

Personal information

• Name, email address, and contact information when you register for our services
• Company information and job title for business accounts
• Payment information for billing purposes (processed securely through third-party providers)
• Details you give us through our website: contact, demo and bill-check forms, and the live chat

Utility data

• Energy consumption patterns and meter readings
• Utility bills and account information
• Building and facility information for analysis purposes

Technical information

• IP address, browser type, and device information
• Usage patterns and interaction data within our platform
• System performance and error logs
• Cookie data and similar tracking technologies (see Cookie Policy section below)

How we use your information

• Provide and improve our utility management services
• Generate insights and recommendations for energy optimisation
• Process payments and manage billing
• Communicate with you about service updates and support
• Ensure platform security and prevent unauthorised access
• Comply with legal and regulatory requirements

Data security

We implement industry-standard security measures to protect your data:

• Encryption of data in transit (TLS 1.2 or above) and at rest (AES-256)
• Automated scanning of our software dependencies for known vulnerabilities
• Customer data stored in Australia (AWS Sydney, ap-southeast-2) on secure cloud infrastructure; see Overseas disclosure below for providers outside Australia
• Two-factor authentication available to users, sign-in with Microsoft or Google, and role-based access controls
• Regular data backups and disaster recovery procedures

Data sharing

We do not sell, trade, or rent your personal information to third parties. We may share your data only in the following circumstances:

• With your explicit consent
• With trusted service providers who assist in our operations (under strict confidentiality agreements)
• When required by law or to protect our legal rights
• In connection with a business merger or acquisition (with proper notice)

Overseas disclosure

We store customer data in Australia. Some of the service providers we use are located, or process data, outside Australia, so personal information is likely to be disclosed to recipients overseas, mainly in the United States. They are:

• OpenAI (United States): reads agreements uploaded to UMS and documents uploaded to EMP tenders; and supports AI-assisted invoice validation, duplicate invoice checks, retail account matching and onboarding document reading in UMS
• Anthropic (United States): runs Joule, our AI assistant in UMS, and drafts proposal wording in UMS from the figures UMS has calculated
• PostHog (United States): website and product analytics and error tracking
• HubSpot (United States company): our CRM and the live chat on our website. It stores enquiries, chat conversations, demo bookings and bills sent for a free bill check in its Australian data centre; HubSpot staff and sub-processors may access them from overseas to run the service
• Mux, Inc. (United States): hosts the platform overview video on our homepage and platform page. The video player loads from Mux only when you press play; before that, only its still poster image is fetched from Mux. We turn off Mux's viewing analytics (Mux Data) and its cookies, so the player sets no cookies on your device. Like any web host, Mux receives your IP address and browser details to deliver the image and stream the video
• Google, Microsoft, LinkedIn, Meta and Apollo: website analytics and advertising measurement, only with your consent

Invoice reading (UtiliRead) is not on this list. It reads your bills with Anthropic's Claude model on Amazon Bedrock in Australia, in the AWS Sydney and Melbourne regions, so the bill is not sent to OpenAI or Anthropic and is not sent overseas to be read. Every other AI feature uses OpenAI or Anthropic in the United States, as listed above.

We share with each provider only what it needs for its purpose. Contact privacy@utilified.com for more detail about any of them.

Free bill check

When you send us a bill for a free check, we store it in HubSpot, and only the Utilified team preparing your findings can see it. We use it only to prepare your findings and delete it within 30 days unless you become a customer. If you email us other documents for the check, such as your contract, we use them only for your findings and delete them within 30 days on the same basis. You can ask us to delete them sooner.

Your rights

You have the right to:

• Access, update, or delete your personal information
• Request a copy of your data in a portable format
• Opt-out of marketing communications
• Request restriction of data processing
• File a complaint with relevant data protection authorities

Data retention

We retain your data only as long as necessary to provide our services and comply with legal obligations. Typically, this means:

• Account data: Retained while your account is active and for up to 7 years after closure
• Utility data: Retained for the duration of your service agreement
• Free bill check: We delete your submitted bill, and anything you email us for the check, within 30 days unless you become a customer
• Technical logs: Retained for up to 2 years for security and performance analysis

Cookie policy

We use cookies and similar tracking technologies to enhance your experience on our platform. This section explains what cookies we use and how you can manage your preferences. Optional cookies and detailed interaction tracking are off for every visitor, wherever you are, until you choose. On eligible public pages, Google and PostHog (United States) receive limited cookieless measurements before a choice and when you select Essential only: page views are counted with a server-side hash, and nothing is stored on your device. The invoice-upload page and its non-confirmation descendants are excluded from analytics and marketing tracking. You can reject optional cookies and still use the website and free bill check, or withdraw consent using Cookie settings in the footer.

Types of cookies we use

Necessary cookies

These cookies are essential for the website to function properly and cannot be disabled. They include:

• Session cookies: Maintain your login state and preferences during your visit
• Security cookies: Help protect your account from unauthorised access
• Load balancing cookies: Ensure optimal performance of our services

Analytics cookies

These cookies help us understand how visitors interact with our website. With your consent, we use:

• Google Analytics (_ga, _gid, _gat): Track page views, user interactions, and site performance. Duration: 2 years, 24 hours, 1 minute respectively
• Microsoft Clarity (_clck, _clsk): Create session recordings and heatmaps to improve user experience. Duration: 1 year, 24 hours respectively
• PostHog (ph_*_posthog): Counts visits and product usage. The cookie is shared across utilified.com and the Utilified apps, so if you later sign up, your earlier website visits are linked to your account, and they may be linked to your enquiry record in our CRM when you submit a form. Duration: 1 year

Marketing cookies

With your consent, these cookies may be used to show you relevant advertisements:

• Track your interests across websites
• Measure the effectiveness of our marketing campaigns
• LinkedIn Insight Tag: With your marketing consent, LinkedIn may collect website visit and advertising measurement information. We do not send your bill, utility account details or email address to LinkedIn for matching. The bill-upload page does not load marketing tags. A separate confirmation page may record a generic completed request after an affirmative analytics and marketing choice.
• Limit the number of times you see an advertisement
• HubSpot tracking cookies (such as hubspotutk and __hstc): link your website visits to the enquiries you send us. HubSpot's live chat loads with the same consent, so it isn't shown unless you accept these cookies.

Functional cookies

These cookies enable enhanced functionality and personalisation:

• Remember your preferences and settings
• Customise content based on your interests

Managing your cookie preferences

You can manage your cookie preferences at any time:

• Use the "Cookie settings" link in the footer of any page
• Accept or reject different categories of cookies
• Change your preferences at any time
• Clear cookies through your browser settings

Your rights regarding cookies

Under the Australian Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and other privacy laws that apply to you, you have the right to:

• Withdraw consent for non-essential cookies at any time
• Access information about the cookies we use
• Request deletion of data collected through cookies
• Opt out of tracking for analytics and marketing purposes

Note: Disabling certain cookies may impact the functionality of our website and limit your ability to use some features.

Contact us

If you have questions about this Privacy Policy or our data practices, please contact us:

Updates to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of any material changes by email or through our platform. Your continued use of our services after such changes constitutes acceptance of the updated policy.