Privacy policy

Last updated 12 October 2026

This policy explains what information Illetro eCert handles, why, and your choices. It covers Illetro eCert, the ServiceM8 add-on that lodges NSW Certificates of Compliance for Electrical Work. Our consumer apps have a separate policy at illetro.com/privacy.

1. Who we are and what this policy covers

Illetro eCert is operated by Illetro (ABN 25 757 457 608), based in NSW, Australia. In this policy, "we", "us" and "Illetro" mean that business, and "you" means the electrical contractor or business that connects and uses Illetro eCert.

Illetro eCert connects to your ServiceM8 account, pre-fills a Certificate of Compliance for Electrical Work (a CCEW) from your job, and lodges it to Building Commission NSW on your instruction. This policy covers the information involved in doing that.

2. What information we collect

To pre-fill and lodge a certificate, Illetro eCert handles:

• Information from your ServiceM8 account: your customer's name and contact details, the site address, and job details, read from the job you are lodging against.
• Electrician identity information: for each staff member who lodges, their name, email, mobile, NSW electrical licence number and business address, so certificates carry the correct licensed person.
• Certificate content: the full request sent to Building Commission NSW and the response it returns, for each lodgement attempt. This includes the names, addresses, emails, licence numbers, equipment details and certificate content that make up the certificate. This is the evidence of what was lodged, and holding it is the point of that record.
• Your business and connection details: a ServiceM8 account identifier, remembered employer details you choose to save (such as company name, contact names, email, ABN, ACN and licence number), and the connection tokens that let the add-on act on your ServiceM8 account. We do not receive or store your ServiceM8 password.
• Remembered equipment choices: what you chose for a given ServiceM8 item or bundle, saved against your ServiceM8 account so Illetro eCert can fill the form in next time. None of it is taken from your customers' details: it records the equipment category, a short rating, a short description for "Other", the name or ServiceM8 id of the item or bundle, and when the choice was last saved. You can ask us to erase it at any time.
• Payment details: your subscription payment is handled by Stripe. What Stripe receives is set out in section 4. Illetro never sees or stores your card details.
• What you send us: support emails, and the details you enter on our access request form, which is handled by Formspree (see section 4).
• Technical records: request identifiers, timings and error codes used to run and diagnose the service, including the alert emails described in section 4 and the submission markers described in section 7. On an unexpected error, a server log may briefly hold a fragment of whatever was being processed at the time.

3. How we collect it and what we use it for

We collect information from your ServiceM8 account when you open a job and lodge (through the connection you authorise), from the details you enter on the lodgement form, from Stripe at checkout, from our access request form, and from your emails to us.

We use it only to:

• pre-fill and lodge your certificates to Building Commission NSW;
• where you turn it on, write a short confirmation note back into your own ServiceM8 job diary after a successful lodgement;
• keep evidence of what was lodged, so a submission can be confirmed or diagnosed later;
• alert us by email when a lodgement fails or the service has a fault, so we can follow it up;
• count how many licensed electricians have lodged under your plan, and how many have their licence details saved, so we can match your plan to the number of electricians. This uses the records already described above and creates no new copy of any licence number;
• check whether Building Commission NSW has already refused the same name and licence number for your account in the last 7 days, so we can warn you before it is sent again and refused again. This reads the records already described above, keeps no copy of the name or the licence number, and never stops you lodging;
• respond to your request for access to Illetro eCert;
• bill you for the service and provide support.

We do not use your information for advertising, and we do not sell personal information.

4. When we share it

• Building Commission NSW: the certificate content is transmitted to Building Commission NSW to lodge the certificate. This is the purpose of the service, and Building Commission NSW is the system of record for the certificate once lodged.
• Stripe: processes your subscription payments. At checkout Stripe receives your name, email and business name as required fields, your billing address (collected by Stripe Tax to calculate GST), and an ABN if you choose to enter one. Your card details are provided directly to Stripe: Illetro never sees or stores them.
• Formspree: our access request form on illetro.com is handled by Formspree, a form service. When you send that form, Formspree receives your name, your email, your mobile if you give one, and the answers you pick about your monthly certificate volume, whether you use ServiceM8 and who referred you, along with the technical details any website receives with a request, such as your IP address. Formspree passes those details to us so we can set up your access. It keeps a copy in our Formspree account for 30 days.
• Amazon Web Services (AWS): when a lodgement fails or the service has a fault, Illetro eCert emails an alert to our own support mailbox through Amazon Simple Email Service (Amazon SES), run by AWS in its Sydney region. An alert carries the type of fault, your ServiceM8 account identifier, the request identifiers for that attempt, the HTTP status and error type, and any error message Building Commission NSW returned, with anything shaped like a licence number removed before it is sent. It never carries the certificate. Nothing we put in an alert is a name, email, mobile or address. Building Commission NSW's message is passed on as they wrote it, so if it ever repeats a detail such as a name or address, that detail is included.

Apart from Building Commission NSW, Stripe, Formspree and Amazon Web Services as described above, we do not share your information with any other external service. On signup or connection, no data is sent to any analytics, tracking or marketing service.

5. The ServiceM8 connection, and what happens when you disconnect

When you connect Illetro eCert, you grant it permission to read the job, contact and material details it needs to pre-fill a certificate and to read your staff records, and optionally permission to write a diary note. We store the resulting connection tokens so the add-on can act on your account.

If you turn on diary notes, then after each successful lodgement we write one plain-text note into that job's diary in your own ServiceM8 account: the certificate reference, a timestamp, and the lodging electrician's name and licence number. That note goes into your own system, not to a third party.

To disconnect, remove Illetro eCert in ServiceM8's own Add-on settings. That is the control that ends its access: Illetro eCert has no disconnect of its own, so there is nothing on our side you can press to end the connection. Once ServiceM8 stops honouring the connection, the next attempt to use it is refused, we record that the connection is dead, and we stop trying to renew it. We do not delete the stored connection tokens at that point: they stay on the server until we delete them at your request. Records already created are handled under the retention rules in section 7, and you can ask us to delete your information: see section 7 for how we do that and its one honest limitation.

6. Where it is stored, overseas handling, and security

Illetro eCert runs on a single server in Sydney, Australia, and your information is stored there. Stored files are owner-only on the server, credential-like values are masked before anything is written to a log, and the service is a hardened, single-purpose system.

Overseas handling: the server is in Sydney, alert emails are sent through Amazon SES in Sydney, and Building Commission NSW is in NSW. Two kinds of handling may occur outside Australia: payment processing by Stripe, and anything you send through our access request form, which goes to Formspree, a service we do not host. Nothing else about your use of Illetro eCert is sent overseas.

Backups: the server is backed up by automatic daily snapshots with the most recent seven retained, plus one manual snapshot taken at each software release and replaced at the next, which can hold the same information for longer than seven days.

7. Retention and deletion

Lodgement evidence. The full certificate content for each lodgement is kept for 90 days, then reduced in place to a minimised index line that is kept indefinitely. The index line holds the timestamp, an account identifier, the certificate reference, the outcome, a marker of the environment it was lodged to, and the fact that the required declarations were made, including a second tester's attestation where a different licensed person tested the work. It records that the declarations were made, never who made them: no name, licence number, email or address survives that reduction. We call this line minimised, not anonymised, because the account identifier still links to a business, and for a sole trader may relate to an identifiable individual.

Submission and terms records. Records that evidence that a submission happened, and that terms were accepted, are kept indefinitely. On the direct lodgement path these can include the electrician's licence number. A licence number is personal information whose sensitivity is reduced, not removed, by being publicly searchable on the NSW Trades register.

Operational and server logs. Operational logs are kept for 90 days. Server logs on the host are kept up to approximately 90 days; they are cleared when the log rotates rather than at the exact moment an entry reaches that age, so it is an approximate figure.

Your account information. Your saved electrician identities, employer defaults, connection tokens and preferences are kept until you replace them. Nothing deletes them when a connection ends: a connection ServiceM8 has stopped honouring is marked dead and no longer renewed, and the stored tokens stay on the server after that until we delete them at your request.

Short-lived working records. After a successful lodgement we keep a short receipt, holding the certificate reference, the site address, how long the lodgement took, the days remaining and when it was lodged, so that pressing Lodge a second time shows you that receipt instead of lodging again. We keep it for six hours and then remove it, whether or not anything else is lodged: a check runs when the service starts and every fifteen minutes after that, so a receipt is gone within a quarter of an hour of its six hours ending. If a lodgement times out we keep a record of that unresolved attempt, holding the job identifier and the times of the first and last attempt, until the job lodges or the outcome is confirmed, so a job that is never lodged again keeps its record. If a diary note is refused for want of permission, we keep one line holding your account identifier, the time your connection was issued and when the refusal happened, which stays until a later refusal replaces it. The job list you pick from is held in memory for 60 seconds only, and is lost whenever the service restarts.

Submission markers. Just before a certificate is sent to Building Commission NSW, Illetro eCert records a marker that the send has started. A marker holds the time, a request identifier, your ServiceM8 account identifier, the job reference the certificate was sent under, and whether it went to the live service or a test one. It holds no certificate content, and no name, licence number, email or address. When the outcome arrives it is recorded against the same request identifier, which resolves the marker; the marker itself is not deleted, and both lines stay in the lodgement record. If a send is interrupted, for example by a lost connection or a server restart, the marker is left with no outcome and it alerts us when the service starts again, so we can confirm with Building Commission NSW whether the certificate was created. That alert is retried until it gets through, and once it has arrived we are not told about that marker again. Nothing removes the marker itself.

Remembered equipment choices. Kept until you change them, with at most 500 remembered items or bundles per account: past that, the ones you have gone longest without using are dropped. They are erased on request, on their own, without affecting anything else.

Deletion on request. You can ask us to delete your information by emailing [email protected]. We do this by hand: it is not yet an automated, self-service process, so it may take a little longer than a button would. One honest limitation applies to the oldest lodgement records: records created before a change we made in late August 2026 identify the connected account only by a short derived code rather than a full account identifier, so for those few records we cannot always tie a record to one specific account with full confidence. The indefinitely-kept minimised index lines described above are designed to hold no personal information.

8. Your choices and rights

You can ask what information we hold about you, ask for it to be corrected, and ask for it to be deleted, subject to the retention points above. You can disconnect Illetro eCert at any time in ServiceM8's Add-on settings, as described in section 5. To make any of these requests, email [email protected]. We handle personal information in line with the Australian Privacy Principles.

9. Privacy questions and complaints

If you have a privacy question or want to make a complaint, email [email protected] and we will respond. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

10. Changes to this policy

If this policy changes, the updated version will be posted here with a new "last updated" date. If a change materially affects how we handle your information, we will take reasonable steps to let connected customers know.

Illetro (ABN 25 757 457 608), NSW, Australia. Contact: [email protected].