Last Updated 6 October 2026
This Privacy Policy will help you better understand how we collect, use, and share your personal information.
This Privacy Policy explains how Wilsara Pty Ltd ABN 71 105 516 327, trading as Smith's Ice ("Smith's Ice", "we", "us" or "our"), collects, uses, stores and discloses personal information when you use our website, order ice, request a hire, apply for an account or receive deliveries from us.
We aim to handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). By using our website or services, or by giving us personal information, you agree to it being handled as described in this Privacy Policy.
This Privacy Policy should be read together with our Terms and Conditions.
This Privacy Policy covers:
- The personal information we collect and how we collect it
- How we use it
- Who we share it with, including providers outside Australia
- How we store, protect and keep it
- Cookies, analytics and session recording on our website
- How you can access or correct your information, or make a complaint
We only collect personal information that we need to run our business and provide our products and services.
Depending on how you deal with us, we may collect:
- Hire requests: your name, email address, phone number, business name, site address, hire dates, notes, ice requirements and, for crane hire, job, load and site access details
- Wholesale account applications: business name, ABN, contact name, phone number, email address, site names, postal and delivery addresses, payment preference and your electronic signature
- Contact enquiries: your name, contact details and anything you include in your message
- Account and billing details: contact details, invoices, statements and payment history for account customers
- Website logins: your name, email address and phone number if you have been given a login
When we deliver to you, we collect and store delivery contact names, phone numbers and email addresses, delivery addresses and their map location, delivery times and status, the products delivered, and the name of the person who refused a delivery where that is recorded. We also record the location of our delivery trucks while they are on a run, which may be shown in part on tracking links.
If you add someone as an extra contact for delivery updates, we collect their phone number or email address and verify it by SMS. Please only add people who have agreed to receive updates.
When you visit our website, we and our service providers may automatically collect your IP address, browser and device details, approximate location, pages viewed, links clicked, how you move through the site, and technical and error data. See section 7 for more about cookies, analytics and session recording.
Hire payments are made through a secure payment page provided by Stripe. Your card details are entered directly with Stripe and are not received or stored by us. We receive confirmation of the payment, the amount and limited details such as your name and email address.
We may receive information about you from the business you work for or order on behalf of, from our ordering portal provider when you place an order, or from people who arrange a delivery or hire for you.
We use personal information to:
- Process orders, deliveries, hire requests and hire bookings
- Assess and set up wholesale accounts and freezer placements
- Send delivery updates, tracking links, hire messages, invoices, statements and account notices
- Take and confirm payments
- Respond to enquiries and provide customer support
- Plan delivery routes and manage our trucks and drivers
- Understand how our website is used, fix errors and improve our services
- Measure the results of our advertising
- Meet our legal, tax and accounting obligations, and protect our legal rights
We do not sell your personal information. We do not currently send marketing emails or SMS. If we start, we will only do so with your consent and you will be able to unsubscribe at any time.
We send delivery updates by SMS and email to the contacts on your order or account. These may include a tracking link showing your delivery status, estimated arrival time, approximate truck location while the run is active, the driver's first name and the products delivered.
Tracking links use a random code and do not need a login, so anyone with the link can view it. Please do not share a link with people you do not want to see your delivery details. Tracking links expire at midday on the day after delivery, and tracking pages are hidden from search engines.
You can stop delivery SMS updates by replying STOP, and stop delivery emails using the unsubscribe link in any delivery email. Hire messages, invoices, statements and account notices will still be sent where we need to send them.
Our staff and drivers can access personal information where they need it to do their jobs, such as delivering orders or managing accounts.
We use trusted service providers to run our business. They only receive the information they need to provide their service to us:
- Cool Running: online ordering portal, orders, delivery routing and delivery records
- Supabase: database, file storage and authentication
- Vercel: website hosting
- Stripe: hire payments
- Xero: accounting, invoices and statements
- Resend: email delivery
- Twilio: SMS delivery and contact verification
- Google: website analytics (Google Analytics) and maps and address lookup (Google Maps)
- Meta: advertising measurement (Meta Pixel)
- PostHog: website analytics and session recording
- Sentry: error monitoring and session replay
We may also disclose personal information:
- Where required or authorised by law
- In connection with legal proceedings, or to establish or protect our legal rights
- To our professional advisers, such as accountants, lawyers and insurers
- To a buyer or potential buyer of our business, subject to confidentiality
Some of our service providers store or process information outside Australia, including in the United States and other countries where they or their data centres operate. When we use overseas providers, we take reasonable steps to make sure they handle personal information securely and consistently with the Australian Privacy Principles.
Cookies are small files stored by your browser. We use cookies and similar technologies to:
- Keep you signed in if you have a login
- Make features such as maps and forms work
- Understand how visitors use our website (Google Analytics and PostHog)
- Measure the results of our advertising (Meta Pixel)
To find problems and improve the website, PostHog and Sentry may record how visitors use some pages, including clicks, scrolling and page changes. Text typed into form fields is masked in PostHog recordings, and recording is turned off in our staff and driver areas. Sentry records a sample of visits and visits where an error occurs.
You can block or delete cookies in your browser settings, and you can opt out of Google Analytics using Google's browser add-on. Some parts of the website may not work properly without cookies.
Personal information is stored electronically with our service providers. We protect it using encrypted connections, password-protected and role-based access for staff and drivers, and secure payment processing through Stripe. We limit access to people who need it and review our security practices regularly.
No system is completely secure. If we become aware of a data breach that is likely to cause serious harm, we will let affected people know and tell them what they can do to protect themselves..
We keep personal information for as long as we need it for the purposes in this Privacy Policy, including to meet tax, accounting and other legal record-keeping obligations. When we no longer need it, we take reasonable steps to delete or de-identify it.
Our services are intended for businesses and adults. We do not knowingly collect personal information from children under 16. If we learn that we have, we will delete it as soon as possible. A parent or guardian can contact us using the details below.
You can ask to access the personal information we hold about you, or ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details below. We may need to confirm your identity first. We will respond within a reasonable time, usually 30 days. If we refuse a request, we will tell you why, unless the law says we do not have to.
If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au.
We may update this Privacy Policy to reflect changes in the law or in how we handle personal information. The updated version will be published on this page, and the date at the top of the page will show when it was last updated.
Privacy Officer
Smith's Ice
Email: admin@smithsice.com.au
Phone: (02) 6024 5933
Post: 11 Hempel Street, Wodonga VIC 3690
