Privacy Policy

Last updated: [date]. This Privacy Policy applies to Master Movers (ABN [XX XXX XXX XXX]) ("we", "us", "our"), and to our website, our quoting and booking tools, and the removal and storage services we provide.

We are committed to protecting your privacy and handling your personal information openly and transparently. This policy explains what we collect, why, how we use and disclose it, and how you can access, correct or complain about the handling of your information.

1. What personal information we collect

The personal information we collect depends on how you interact with us. It may include:

• Identity and contact details: your name, phone number, email address, and postal address.
• Move details: your pickup and delivery addresses, preferred dates, the size and type of your move, access details (stairs, lifts, parking), and an inventory of the items to be moved.
• Payment information: billing details and payment records. Card payments are handled by our third-party payment provider; we do not store full card numbers.
• Communications: records of your calls, emails, messages, quote requests and any feedback or reviews you provide.
• Website and technical data: your IP address, device and browser type, pages visited and referring pages, collected through cookies and analytics tools.

You do not have to provide your personal information, but if you do not, we may be unable to give you a quote or carry out your move.

2. How we collect your personal information

We collect personal information directly from you when you request a quote, make a booking, call or email us, or use our website. We may also collect it from third parties, such as a real estate agent or referral partner who books a move on your behalf, or from publicly available sources. Where it is reasonable and practicable, we collect personal information directly from you.

3. Why we collect and how we use your information

We collect, hold and use your personal information to:

• prepare quotes and carry out your removal, packing or storage services;
• confirm bookings, schedule crews and communicate with you about your move;
• process payments and keep financial records;
• respond to your enquiries, feedback and any claims;
• improve our services and website, including through analytics;
• send you information and offers about our services where you have consented or where the law otherwise allows; and
• meet our legal, insurance and regulatory obligations.

4. Disclosure of your personal information

We may disclose your personal information to:

• our staff and crew members involved in carrying out your move;
• our service providers, including payment processors, IT and cloud hosting providers, and marketing and communications platforms;
• our insurers and, where relevant, our loss adjusters, in connection with a claim;
• a referral partner or real estate agent who arranged your move, where appropriate; and
• government agencies, courts or regulators where required or authorised by law.

We do not sell your personal information.

5. Direct marketing

We may send you marketing about our services by email, SMS or phone where you have consented or where we are otherwise permitted to under the Privacy Act and the Spam Act 2003 (Cth). Every marketing message includes a way to opt out, and you can unsubscribe at any time by contacting us using the details below. We will action opt-out requests promptly.

6. Cookies and analytics

Our website uses cookies and similar technologies to make the site work, remember your preferences and understand how the site is used. We use analytics tools (which may include Google Analytics) that set cookies and collect usage data in aggregate. You can control or delete cookies through your browser settings, though some parts of the site may not work as intended if you disable them.

7. Security of your information

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include access controls, secure systems and staff confidentiality obligations. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

8. How long we keep your information

We keep personal information only for as long as we need it for the purposes described in this policy, or as required by law (for example, tax and insurance record-keeping obligations). When we no longer need it, we take reasonable steps to destroy or de-identify it.

9. Overseas disclosure

Some of our service providers, such as cloud hosting or email platforms, may store or process information on servers located outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles. [List the countries where information is likely to be disclosed, if known.]

10. Accessing and correcting your information

You can ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below. We will respond within a reasonable time and may need to verify your identity first. If we decline access or correction, we will tell you why in writing.

11. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact our Privacy Officer using the details below so we can investigate. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.

12. Changes to this policy

We may update this Privacy Policy from time to time. The current version will always be available on this page, with the "last updated" date shown above.

13. Contact us

For any privacy question, request or complaint, contact our Privacy Officer:

• Master Movers (ABN [XX XXX XXX XXX])
• Email: hello@example.com.au
• Phone: 0483 300 006
• Post: [registered business address], Sydney NSW [postcode]

See also our Terms & Conditions. Ready to move? Get a free quote.