Privacy Policy

Last Updated: October 22, 2025

1. About This Privacy Policy

This Privacy Policy applies to:

• Our website: https://roofrestorationnorthernsuburbs.com.au/
• Our roofing services provided throughout Melbourne’s northern suburbs
• All forms of communication with us (phone, email, in-person, online forms)
• Information collected through social media interactions

By using our website or services, you consent to the collection and use of your information as described in this Privacy Policy.

2. What Information We Collect

2.1 Personal Information

We may collect the following personal information from you:

2.2 Website Usage Information

When you visit our website, we automatically collect:

• Device Information: IP address, browser type, operating system, device type
• Usage Data: Pages viewed, time spent on site, referring websites, click patterns
• Location Data: General geographic location based on IP address
• Cookies: Small data files stored on your device (see Section 8)

2.3 Information from Third Parties

We may receive information about you from:

• Review platforms (Google Reviews, Facebook)
• Real estate agents or property managers (with your consent)
• Insurance companies (for insurance claims)
• Marketing and analytics providers

3. How We Use Your Information

3.1 Primary Uses

We use your personal information to:

• Provide Services: Process quote requests, schedule inspections, perform roof restoration work, manage projects
• Communication: Respond to inquiries, provide updates, send appointment reminders, follow up on services
• Payment Processing: Generate invoices, process payments, maintain financial records
• Customer Service: Handle complaints, provide support, improve service quality
• Warranty Management: Track warranty periods, process warranty claims

3.2 Marketing and Business Development

With your consent, we may use your information to:

• Send promotional materials about our services
• Notify you of special offers or seasonal promotions
• Send maintenance reminders (e.g., annual roof inspections)
• Request feedback and reviews
• Conduct market research and surveys

You can opt out of marketing communications at any time (see Section 10).

3.3 Legal and Administrative Purposes

We may use your information to:

• Comply with legal obligations and regulations
• Respond to legal requests or court orders
• Protect our rights and property
• Prevent fraud or illegal activities
• Maintain insurance records
• Manage disputes and legal claims

3.4 Website Improvement

We use website usage data to:

• Improve website functionality and user experience
• Analyze website traffic and visitor behavior
• Optimize our online presence and search engine ranking
• Test new features and content

4. How We Share Your Information

4.1 We Do NOT Sell Your Information

We will never sell, rent, or trade your personal information to third parties for their marketing purposes.

4.2 Service Providers

We may share your information with trusted third-party service providers who assist us, including:

• Payment Processors: To process credit card and bank payments
• Accounting Services: For bookkeeping and financial management
• IT Services: For website hosting, email services, data storage
• Marketing Platforms: For email marketing, advertising campaigns (Google Ads, Facebook Ads)
• Analytics Providers: Google Analytics for website performance tracking
• Subcontractors: When necessary for completing roofing projects (all bound by confidentiality)

These providers are contractually obligated to protect your information and use it only for the purposes we specify.

4.3 Legal Requirements

We may disclose your information when required by law or to:

• Comply with legal processes (subpoenas, court orders)
• Cooperate with law enforcement
• Protect our legal rights or property
• Investigate fraud or security issues
• Respond to insurance claims

4.4 Business Transfers

If our business is sold, merged, or transferred, your information may be transferred to the new owner, subject to the same privacy protections.

4.5 With Your Consent

We may share your information with other parties when you have given us explicit permission, such as:

• Sharing testimonials on our website and social media
• Providing references to prospective customers
• Sharing before/after photos of your property (with identification removed)

5. How We Protect Your Information

5.1 Security Measures

We implement appropriate technical and organizational security measures to protect your personal information, including:

• Encryption: SSL/TLS encryption for data transmitted through our website
• Secure Storage: Encrypted databases and secure cloud storage
• Access Controls: Limited access to personal information on a need-to-know basis
• Password Protection: Strong password policies for staff access
• Regular Updates: Software and security patches kept current
• Staff Training: Regular privacy and security training for all employees

5.2 Data Retention

We retain your personal information only as long as necessary for the purposes outlined in this policy or as required by law:

• Customer Records: Retained for 7 years (Australian tax and business requirements)
• Quote Information: Retained for 2 years (for follow-up and service improvement)
• Warranty Records: Retained for the warranty period plus 2 years
• Marketing Data: Retained until you opt out or request deletion
• Website Analytics: Anonymized data retained for 26 months (Google Analytics default)

5.3 Data Destruction

When information is no longer needed, we securely destroy it through:

• Permanent deletion of digital records
• Secure shredding of physical documents
• Secure disposal of backup copies

6. Your Privacy Rights

Under the Australian Privacy Act, you have the right to:

6.1 Access Your Information

You can request access to the personal information we hold about you. We will provide this information within 30 days, free of charge, unless the request is complex or voluminous.

6.2 Correct Your Information

If your personal information is inaccurate, incomplete, or out of date, you can request that we correct it. We will make corrections within a reasonable timeframe.

6.3 Request Deletion

You can request that we delete your personal information, subject to:

• Legal requirements to retain certain records
• Legitimate business needs (e.g., warranty obligations)
• Ongoing service provision

6.4 Opt Out of Marketing

You can opt out of marketing communications at any time by:

• Clicking “unsubscribe” in our emails
• Contacting us directly (details in Section 14)
• Updating your communication preferences

Note: You will still receive essential service-related communications (e.g., appointment confirmations, invoices).

6.5 Withdraw Consent

Where we rely on your consent to process information, you can withdraw that consent at any time by contacting us.

6.6 Lodge a Complaint

If you believe we have breached your privacy rights, you can:

1. Contact us directly (we’ll investigate within 30 days)
2. If unsatisfied, lodge a complaint with the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au or call 1300 363 992

7. Children’s Privacy

Our services are intended for adults (18 years and older). We do not knowingly collect personal information from children under 18. If you believe we have inadvertently collected information from a minor, please contact us immediately so we can delete it.

8. Cookies and Tracking Technologies

8.1 What Are Cookies?

Cookies are small text files stored on your device when you visit our website. They help us improve your browsing experience and understand how visitors use our site.

8.2 Types of Cookies We Use

8.3 Third-Party Cookies

We use cookies from trusted third parties:

• Google Analytics: To analyze website traffic and user behavior
• Google Ads: To show relevant advertisements and measure campaign performance
• Facebook Pixel: To track conversions and optimize Facebook advertising

8.4 Managing Cookies

You can control cookies through your browser settings:

• Block all cookies
• Block third-party cookies only
• Delete cookies after each session
• Receive alerts before cookies are stored

Note: Blocking cookies may affect website functionality and user experience.

8.5 Do Not Track

Some browsers have “Do Not Track” features. We currently do not respond to Do Not Track signals, but we do respect opt-out preferences for marketing cookies.

9. Third-Party Websites and Services

Our website may contain links to third-party websites, including:

• Social media platforms (Facebook, Google)
• Review sites (Google Reviews)
• Supplier websites
• Industry associations

We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

10. Google Services

We use several Google services that collect and process data:

10.1 Google Analytics

We use Google Analytics to understand website usage. This includes:

• Pages visited and time spent on site
• Geographic location (city/region level)
• Device and browser information
• Traffic sources and referrals

Data is anonymized and stored on Google’s servers. Learn more: Google Privacy Policy

Opt out: Google Analytics Opt-out Browser Add-on

10.2 Google Ads

We use Google Ads for online advertising, which may involve:

• Remarketing to previous website visitors
• Conversion tracking to measure ad effectiveness
• Demographic and interest-based targeting

Opt out of personalized ads: Google Ads Settings

10.3 Google My Business

Our Google My Business profile may collect:

• Reviews and ratings you submit
• Questions and answers posted publicly
• Photos you upload of our services

11. Social Media

When you interact with us on social media platforms (Facebook, Instagram, LinkedIn), please note:

• Your interactions are governed by the platform’s privacy policy
• Comments and messages may be visible to other users
• We may use publicly posted reviews and feedback on our website (with attribution)
• Social media platforms may share insights with us about audience demographics

12. Email Communications

12.1 Types of Emails

We may send you:

• Transactional Emails: Quotes, invoices, appointment confirmations (cannot opt out)
• Service Emails: Warranty information, maintenance reminders, follow-ups
• Marketing Emails: Promotions, newsletters, seasonal offers (can opt out)

12.2 Email Service Providers

We may use third-party email platforms that store and process your email address and communication preferences in accordance with their privacy policies.

12.3 Unsubscribe

Every marketing email includes an “unsubscribe” link. You can also contact us directly to update your email preferences.

13. Data Breaches

In the unlikely event of a data breach that may result in serious harm to you, we will:

1. Notify affected individuals as soon as practicable
2. Notify the Office of the Australian Information Commissioner (OAIC)
3. Take immediate steps to contain and remedy the breach
4. Provide guidance on protective measures you can take
5. Conduct a thorough investigation to prevent future breaches

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes in laws or regulations
• New services or technologies we adopt
• Improvements to our privacy practices

We will notify you of significant changes by:

• Posting the updated policy on our website with a new “Last Updated” date
• Sending an email notification (for material changes)
• Displaying a prominent notice on our website

Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

15. International Data Transfers

Your personal information is primarily stored in Australia. However, some of our service providers (e.g., cloud hosting, payment processors) may store data on servers located overseas, including:

• United States (Google, payment processors)
• European Union (some cloud services)

We ensure that any overseas disclosure complies with APP 8 and that recipients have appropriate privacy safeguards in place.

By using our website or engaging our services, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and disclosure of your personal information as described herein.