Privacy Policy

1 Personal Information We Collect

1.1 The types of personal information we may collect depend on how you interact with us and may include:

(a) your name and contact details, including telephone number and email address;

(b) your residential, business, service or billing address;

(c) information you provide when requesting a quote, making a booking or enquiring about our Services;

(d) information about your property and service requirements, including access instructions, parking information and other information reasonably required to provide the Services;

(e) records of our communications with you, including emails, telephone calls, text messages and enquiries submitted through our websites or social media;

(f) information relating to Estimates, Work Orders, bookings, invoices and payments;

(g) photographs or videos taken in connection with providing our Services, including photographs used to document property condition, completed work or service quality;

(h) information about your marketing preferences and any consent you provide to receive marketing communications; and

(i) any other personal information you choose to provide to us.

1.2 We generally do not seek to collect sensitive information unless it is reasonably necessary for a particular purpose and permitted by law.

2 How We Collect Personal Information

2.1 We may collect personal information directly from you when you:

(a) contact us by telephone, email, text message, social media or through our websites;

(b) complete an enquiry, quote, booking or other online form;

(c) request, accept or receive an Estimate or Service;

(d) communicate with our team before, during or after a Service;

(e) provide feedback or a review;

(f) subscribe or consent to receive marketing communications; or

(g) otherwise provide information to us in connection with our Services.

2.2 We may also receive personal information from third parties where reasonably necessary, including property managers, owners corporations, businesses, referral partners or another person arranging a Service on your behalf.

2.3 Our websites and online services may automatically collect limited technical information, such as your IP address, browser or device information, website activity and information collected through cookies or similar technologies.

3 How We Use Personal Information

3.1 We may use personal information for purposes including:

(a) responding to enquiries and providing information about our Services;

(b) preparing Estimates and arranging bookings;

(c) providing, managing and completing Services;

(d) communicating with you about appointments, scheduling, changes, follow-up work and customer service matters;

(e) issuing invoices, processing and recording payments and maintaining financial records;

(f) managing our customer records and service history;

(g) responding to feedback, complaints, warranty matters or other service-related issues;

(h) improving our Services, business operations, customer experience and websites;

(i) managing safety, quality control and internal business administration;

(j) complying with our legal, regulatory, taxation and record-keeping obligations; and

(k) where permitted by law, sending information about our Services, promotions or other marketing communications that may be relevant to you.

3.2 We may also use information for another purpose where you have consented to that use or where the use is otherwise permitted or required by law.

4 Marketing Communications and Consent

4.1 Where you have consented, or where otherwise permitted by law, we may use your contact details to send you information about our Services, special offers, new services and other updates that may be relevant to you.

4.2 Marketing communications may be sent by email, SMS or other electronic communication methods.

4.3 You can withdraw your consent or unsubscribe from marketing communications at any time by:

(a) using the unsubscribe option included in the communication; or

(b) contacting us at in**@*******************om.au.

4.4 Withdrawing consent to marketing communications will not affect communications that are reasonably necessary to provide a Service, manage a booking, issue an invoice or otherwise administer our relationship with you.

4.5 We may maintain a record of your marketing preferences, including your consent or unsubscribe request, so that we can respect those preferences in future communications.

5 Photographs and Videos

5.1 We may take photographs or videos in connection with providing our Services where reasonably necessary for purposes such as:

(a) documenting the condition of a property, area or item before, during or after a Service;

(b) recording work completed;

(c) quality control, training, safety, record-keeping or resolving service-related issues; and

(d) supporting Estimates, reports, maintenance recommendations or discussions with you about additional work.

5.2 Photographs or videos taken for operational purposes will be handled as part of our business records and will only be used or disclosed where reasonably necessary for the purpose for which they were collected or as otherwise permitted by law.

5.3 We may use photographs or videos taken in connection with our Services for marketing, advertising, website, social media or promotional purposes where appropriate. We will take reasonable steps to avoid publishing personal information or material that unnecessarily identifies a customer, occupant or private details of a property.

5.4 Where a photograph or video clearly identifies an individual, or contains personal or sensitive information that would not reasonably be expected to be used for promotional purposes, we will obtain appropriate consent before using it for marketing.

6 Disclosure of Personal Information

6.1 We may disclose personal information where reasonably necessary to operate our business and provide our Services, including to:

(a) our employees, contractors, cleaners, tradespeople and other service providers involved in providing or managing the Services;

(b) accountants, tax agents, legal advisers and other professional advisers;

(c) providers of software, communications, payment, accounting, customer management, scheduling, website, email, data storage and marketing services that we use to operate our business;

(d) property managers, owners corporations, landlords, tenants or other relevant parties where they are involved in arranging or managing a Service;

(e) insurers, regulators, government authorities or law enforcement agencies where required or permitted by law; and

(f) other third parties where you have authorised the disclosure or where it is otherwise permitted or required by law.

6.2 We do not sell personal information to third parties.

6.3 Where we use third-party service providers to store or process personal information on our behalf, we take reasonable steps to use reputable providers and handle personal information appropriately.

7 Storage, Security and Overseas Disclosure

7.1 We may store personal information electronically or in other business records, including through third-party systems and cloud-based service providers used to operate our business.

7.2 We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These measures may include access controls, passwords, security settings and limiting access to information to people who reasonably require it for their role.

7.3 Some of the technology and service providers we use may store or process information on servers located outside Australia. As a result, personal information may in some circumstances be disclosed to or accessible from overseas.

7.4 The countries in which information may be stored or processed can vary depending on the service providers we use and their infrastructure. Where required by applicable privacy law, we take reasonable steps in relation to the handling of personal information by overseas recipients.

7.5 We retain personal information for as long as reasonably necessary for the purposes for which it was collected, to maintain appropriate business and service records, or to comply with our legal, taxation, accounting and other obligations. When information is no longer reasonably required, we may securely delete, destroy or de-identify it.

8 Access and Correction of Personal Information

8.1 You may request access to personal information we hold about you or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

8.2 To request access or correction, please contact us at in**@*******************om.au. We may need to verify your identity before providing access to or changing personal information.

8.3 We will respond to requests within a reasonable period and in accordance with applicable privacy laws. In some circumstances, we may be permitted or required to refuse access or correction. Where required by law, we will explain the reason for doing so.

8.4 We encourage you to let us know if your personal information changes so that we can keep our records accurate and up to date.

9 Privacy Complaints

9.1 If you have a concern or complaint about how we have handled your personal information, please contact us at in**@*******************om.au and provide details of your concern.

9.2 We will review your complaint and aim to respond within a reasonable period. We may contact you if we require additional information to investigate the matter.

9.3 If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC) or another relevant regulatory authority.

10 Cookies and Website Analytics

10.1 Our websites may use cookies and similar technologies to support website functionality, improve user experience and understand how visitors interact with our websites.

10.2 Cookies are small files stored on your device when you visit a website. They may help us remember preferences, analyse website traffic and improve our online services.

10.3 We may use third-party analytics and advertising services, including Google and Meta, to measure website performance, understand visitor activity and assess the effectiveness of our advertising.

10.4 You can manage or disable cookies through your browser settings. Disabling certain cookies may affect the functionality of some parts of our websites.

10.5 Where required by applicable law, we will obtain consent before using cookies or similar technologies for purposes that require consent.

11 Changes to This Privacy Policy

11.1 We may update this Privacy Policy from time to time to reflect changes in our business operations, Services, legal obligations or privacy practices.

11.2 Any updated version will be published on our website with a revised effective date.

11.3 We encourage you to review this Privacy Policy periodically to stay informed about how we handle personal information.