Privacy Policy
Essential Touch respects your privacy and is committed to handling your personal information with care. This Privacy Policy explains how we collect, use, store, disclose and protect the personal information you provide to us when you request a quote, book a service, visit our website or otherwise interact with us. This policy is written to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our services or our website, you consent to the practices described below.
About Essential Touch
- What Personal Information We Collect
- How We Collect Your Information
- Why We Collect and Use Your Information
- Who We May Share Your Information With
- Direct Marketing
- Cookies and Website Analytics
- How We Protect Your Information
- Overseas Disclosure
- Accessing and Correcting Your Information
- Making a Complaint
- Changes to This Policy
- Contact Us
1.
About Essential Touch
In this Privacy Policy, references to “Essential Touch”, “we”, “us” and “our” refer to Essential Touch and its related entities operating in Melbourne, Victoria.
Placeholder: Insert registered business name and ABN once confirmed.
2.
What Personal Information We Collect
The personal information we collect depends on how you interact with us and the services you request. It may include:
- Contact details: your name, phone number, email address and residential or business address.
- Property information: details about the property to be serviced, including size, layout, access arrangements, condition and any specific requirements.
- Service and booking history: records of the services you have requested, quotes provided and jobs completed.
- Payment information: billing details required to process payments. Card details are processed through secure third-party payment providers and are not stored by Essential Touch.
- Communications: records of correspondence, feedback, complaints and reviews you share with us.
- Website and technical information: IP address, device and browser information, pages visited and interaction data collected via cookies and analytics tools.
We only collect personal information that is reasonably necessary for our functions or activities.
3.
How We Collect Your Information
We collect personal information in a number of ways, including:
- Directly from you when you request a quote, make a booking, call us or email us, or speak with our team on site.
- Through forms submitted on our website.
- Automatically when you visit our website, through cookies, analytics tools and server logs.
- From third parties who engage us on your behalf, such as property managers, real estate agents, landlords or referrers.
- From publicly available sources, where relevant.
Where reasonable and practicable, we collect personal information directly from you.
4.
Why We Collect and Use Your Information
We use personal information to:
- Prepare and provide quotes.
- Deliver and schedule the services you have requested.
- Communicate with you about bookings, changes, feedback and follow-up.
- Process payments and manage accounts.
- Respond to enquiries, complaints and requests.
- Maintain records of the services we have provided.
- Send you marketing communications about our services, where you have consented or would reasonably expect to receive them.
- Improve our services, website and customer experience.
- Meet our legal, insurance, safety and regulatory obligations.
5.
Who We May Share Your Information With
We do not sell your personal information. We may share it in the following circumstances:
- Our team: cleaners, gardeners, tradespeople and account managers who deliver your service.
- Service providers and contractors: including payment processors, IT and hosting providers, booking systems, cloud storage and communications platforms that support our operations.
- Third parties acting for you: such as property managers, real estate agents or landlords, when they have engaged us on your behalf or where sharing is necessary to complete the service (for example, providing a completion report for an end of lease inspection).
- Professional advisers and insurers: including lawyers, accountants and insurers, where reasonably required.
- Regulators and authorities: where we are required or permitted by law to disclose information.
We take reasonable steps to ensure that any third party we share information with handles it in a manner consistent with the APPs.
6.
Direct Marketing
We may occasionally contact you with information about our services, promotions or updates that we think may be relevant. We will only do this where you have provided consent or where you would reasonably expect us to.
You can opt out of receiving marketing communications at any time by clicking the unsubscribe link in any email, replying STOP to a text message, or contacting us using the details at the end of this policy. We will action opt-out requests promptly.
7.
Cookies and Website Analytics
Our website uses cookies and similar technologies to help the site function, remember your preferences, and understand how visitors use the site. We may use tools such as Google Analytics to help us improve website performance and content.
You can control or disable cookies through your browser settings. Please note that disabling cookies may affect some functionality of our website.
8.
How We Protect Your Information
We take reasonable steps to protect the personal information we hold from misuse, interference, loss, unauthorised access, modification and disclosure. These steps include secure storage, restricted access, staff training and reliance on trusted third-party providers who apply appropriate security controls.
If we become aware of a data breach that is likely to result in serious harm to any individual whose personal information is involved, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.
9.
Overseas Disclosure
Some of our service providers, such as cloud hosting, email and analytics platforms, may store or process personal information outside Australia. Where this occurs, we take reasonable steps to ensure the recipient handles the information in a way consistent with the Australian Privacy Principles.
Placeholder: Confirm the countries where key providers process data and update this section to name them if required by your legal reviewer.
10.
Accessing and Correcting Your Information
You have the right to request access to the personal information we hold about you and to ask us to correct it if you believe it is inaccurate, incomplete, outdated or misleading. To make a request, contact us using the details at the end of this policy.
We will respond within a reasonable timeframe. In some cases, we may need to verify your identity before releasing information, and there may be circumstances where we are unable to provide access as permitted by law. If we cannot provide access, we will explain why in writing.
11.
Making a Complaint
If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us first. We take privacy complaints seriously and will investigate and respond within a reasonable timeframe.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner:
- Website: www.oaic.gov.au
- Phone: 1300 363 992
12.
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, our services or the law. The current version will always be available on our website, and the “Last updated” date at the top of this page will indicate when it was most recently revised.
13.
Contact Us
If you have any questions about this policy, wish to update your details, opt out of communications or make a privacy-related request, please contact us:
- Email: hello@essentialtouch.com.au
- Phone: 03 7074 3746
