Privacy Policy

Information we collect

When you contact us, we may collect:

• your name, phone number, email address, suburb, postcode and street address
• the type of work you need and details about your home
• how the work will be funded (for example NDIS, aged care, DVA, insurance or private) and, for NDIS, how your plan is managed
• information about your health, disability, mobility or care needs, where it relates to the work
• documents you choose to send us, such as an occupational therapist (OT) or home modification assessment report, and photos of your home
• recordings and details of phone calls (see “Phone calls” below)
• the page you contacted us from and basic technical information about your visit (see “Cookies and analytics” below)

If you contact us on behalf of someone else, such as a family member or a person you support, please make sure they know you are sharing their information with us and agree to it.

Health and disability information

Information about a person’s health or disability is sensitive information under the Privacy Act. We only collect it with your consent and only where it is relevant to arranging your home modifications. You give that consent by ticking the consent box on our form, or verbally when you call us.

You don’t have to give us health or disability information. If you choose not to, a builder may not be able to quote accurately or prepare the documents your funding body needs.

How we collect information

We collect information directly from you when you:

• complete a form on our website
• call us, email us or send us documents
• speak with us about your enquiry

We may also receive information about your enquiry from the builder we connect you with, for example whether a site visit or quote has been arranged.

Why we collect and use your information

We use your information to:

• understand what you need and how the work will be funded
• connect you with a suitable licensed builder from our network so they can contact you, inspect the work and quote
• follow up with you and the builder to make sure your enquiry has been looked after
• keep records of enquiries and handle any concerns or complaints
• improve our website and our service
• meet our legal obligations

We won’t use your information for any other purpose unless you agree or the law allows it.

Who we share your information with

A builder from our network. With your consent, we share the details you have given us, including any health or disability information and documents, with one licensed builder from our network so they can contact you and arrange a quote. That builder is a separate business with its own privacy obligations. Any quote, contract and work is between you and the builder.

Service providers who help us run the business. These include our website host, our phone and call-tracking provider, our email provider and our analytics provider. They may only use your information to provide their service to us.

Others where required by law. We may disclose information where required or authorised by law, or to lessen or prevent a serious threat to someone’s life, health or safety.

We do not sell your personal information to marketers, and we do not share it with more than one builder unless you ask us to.

Information stored or accessed overseas

Some of our service providers store or process information outside Australia, including in the United States. Where this happens, we take reasonable steps to make sure those providers protect your information in a way consistent with the Australian Privacy Principles.

Phone calls

Calls to our numbers are handled by a call-tracking service. Calls may be recorded for quality, training and record-keeping purposes, and you will hear a message at the start of the call telling you this. If you don’t want your call recorded, please tell us and we will help you another way, such as by email.

Cookies and analytics

Our website uses cookies and similar tools, including Google Analytics, to understand how visitors use the site (for example, which pages are visited and whether a call button or form is used). This information does not identify you by name. You can block or delete cookies in your browser settings; the site will still work.

Marketing

We will not send you marketing messages unless you have agreed to receive them. Every marketing email or SMS we send will include a simple way to unsubscribe. We will still contact you about your enquiry.

Dealing with us without identifying yourself

You can ask us general questions without giving your name. To connect you with a builder, however, we need your contact details and an address for the work.

How we protect your information

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, change or disclosure. These include secure (HTTPS) website forms, password-protected accounts with restricted access, and reputable service providers.

We keep your information only for as long as we need it for the purposes above or as required by law. After that, we securely delete or de-identify it.

Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it, by contacting us using the details below. We will respond within 30 days. If we refuse a request, we will tell you why in writing and how to complain.

Complaints

If you are concerned about how we have handled your personal information, please contact us first using the details below. We will acknowledge your complaint and aim to respond within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992

Changes to this policy

We may update this policy from time to time. The current version will always be on this page, with its effective date at the top.

Contact us

Sydney Home Mods
Email: support@sydneyhomemods.com.au
Phone: (02) 7228 3724