Privacy Policy

1. Who we are

This policy applies to Hiroof Services Pty Ltd ABN 83 703 974 896, trading as Hiroof (we, us, our). It explains how we handle personal information, in line with the Privacy Act 1988 (Cth) where it applies to us.

2. Personal information we collect

Depending on how you deal with us, we may collect:

• your name, phone number, email and postal address
• the address and details of the property involved, and whether you are an owner, tenant, strata manager or property manager
• your enquiry, messages, quotes, invoices and job records
• photos, videos and inspection reports of a property
• payment records, such as amounts, dates and payment method
• website and advertising data, such as IP address, device, pages viewed, and cookie or pixel data
• recordings of calls, where we tell you first and you agree
• job application details, if you apply to work with us

We don't intend to collect sensitive information, such as health information. Please don't include it in an enquiry unless it is needed for safe access to your property.

3. How we collect it

We collect personal information directly from you, including through website forms, calls, email, SMS and social media. We may also collect it from strata managers, property managers, real estate agents, other contractors, or people who refer you to us, and from publicly available sources.

You can make a general enquiry without identifying yourself or using a pseudonym, but we will usually need your details to inspect a property, quote or carry out work.

4. Why we collect and use it

We use personal information to:

• respond to enquiries and arrange inspections
• prepare quotes, reports and contracts
• carry out, schedule and manage work
• communicate with you and people involved in the job
• issue invoices and collect payment
• meet safety, licensing, tax, insurance and other legal obligations
• deal with complaints, warranty matters and disputes
• improve our services, website and advertising
• send marketing where permitted

5. Who we may share it with

Where relevant, we may disclose personal information to:

• our employees, subcontractors and suppliers
• service providers supporting our CRM, email, SMS, phone, website, accounting, storage and advertising
• strata managers, owners corporations, property managers, landlords or tenants connected to the job, as needed for the work
• your insurer or broker, if you ask us to
• our professional advisers and insurers
• regulators, courts or others where required or authorised by law

We don't sell your personal information.

6. Overseas disclosure

Some of our service providers, such as our customer management, email, analytics and advertising platforms, may store or process information overseas. Those countries are likely to include the United States and other countries where those providers or their subcontractors operate. Where we use overseas providers, we take reasonable steps in line with our legal obligations.

7. Marketing

We will only send marketing emails or SMS where we have consent or where the law otherwise permits it. You can unsubscribe using the link or instructions in the message, or by contacting us. Service messages about an existing enquiry or job may continue.

8. Cookies and analytics

Our website may use cookies, pixels and similar tools to run the site, understand how it is used and measure or show advertising. These may include tools such as Google Analytics, Google Ads, the Meta (Facebook) Pixel and our website platform's own tracking. You can manage cookies through your browser settings, although parts of the site may not work properly.

9. Photos and property images

We may take photos or videos of a roof and surrounding areas for inspection, safety, quoting and job records. We take care to focus on the work area. We will ask before publishing an image in which a person or an identifiable private address appears.

10. Storage, security and retention

We store personal information electronically and in paper records. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure, but no system is completely secure.

We keep information for as long as we need it for the purposes above or as required by law. As a guide, we keep quotes, contracts, invoices and job records for at least seven years after a job is completed, for tax, warranty and legal purposes. Enquiries that don't proceed to work are generally kept for up to two years. We keep marketing contact details until you unsubscribe. We then take reasonable steps to destroy or de-identify the information.

11. Decisions made using computer programs

We use software, including our customer management system and automated messaging, to record enquiries, route them to our team, send confirmations and reminders, and schedule work. We may use AI tools to help summarise enquiries or draft messages. Our staff review them before they are relied on.

Decisions about whether we inspect a property, provide a quote, what we charge and whether we carry out work are made by our staff, not solely by a computer program.

Our systems may automatically sort enquiries by location, property type or job type, to decide who follows up or whether a job is within our service area. If an automated response says we can't help, you can still contact us directly and a person will review your enquiry.

12. Access and correction

You can ask for access to the personal information we hold about you, or ask us to correct it, by contacting us below. We may need to verify your identity. If we refuse a request, we will explain why where required by law.

13. Complaints

If you have a privacy concern, contact our Privacy Officer using the details below. We aim to respond within 30 days. If you aren't satisfied, you can contact the Office of the Australian Information Commissioner (oaic.gov.au) on 1300 363 992.

14. Contact us

Privacy Officer, Hiroof Services Pty Ltd
Email: info@hiroof.com.au
Address: 67 Roper Road, Colyton NSW 2760

15. Changes to this policy

We may update this policy from time to time. The current version will be published on our website with the date it was last updated.