Stain Buster Privacy Policy

How we handle your personal information

1. Your privacy is important to us

We know that how we collect, use, exchange and protect your information is important to

you, and we value your trust. That's why protecting your information and being clear about

what we do with it is a vital part of our relationship with you.

This Privacy Policy is for customers of the Stain Buster Group. Please also visit our

website regularly as we update this policy from time to time.

 

2. About the Stain Buster Group

Stain Busters provide carpet cleaning and ancillary services to customers Australia wide.

 

3. Information we collect

Information we collect from you

We collect information about you and your interactions with us, for example when you

request or use our products or services, make a card purchase, phone us or visit any of

our websites. When you use our website or mobile applications we may collect information

about your location or activity including IP address, telephone number and whether you’ve

accessed third party sites. Some of this website information we collect using Cookies.

The information we collect from you may include your identity and contact details, other

personal details such as gender and household room configurations.

Sensitive information

The Privacy Act also protects your sensitive information. If we need to obtain this type of

information, we will ask for your consent, except where otherwise permitted by law.

 

4. How do we use your information?

We collect and use your information so that we can:

  • establish you as a customer of Stain Busters
  • price and design our products and services
  • administer our products and services
  • manage our relationship with you
  • contact you with updated service information
  • advise you about other products or services that may be of interest to you.

We may also collect, use and exchange your information in other ways where permitted by

law.

Direct marketing

If you don’t want to receive direct marketing, you can tell us by contacting us and choosing

to opt out of any future direct marketing campaigns.

 

5. Who do we exchange your information with?

We exchange your information with other members of the Group, so that the Group may

adopt an integrated approach to its customers. Group members may use this information

for any of the purposes mentioned in section 4.

Third parties

In general Stain Busters will not exchange your information with any third party unless

directed and where this is permitted by law.

Under 16s and special needs

If you are under 16 or have special needs, we may share your information with your parent

or legal guardian or any person appointed to manage your affairs.

 

6. Keeping your information secure

We keep your hard-copy or electronic records on our premises and systems or offsite

using trusted third parties. Our security safeguards include:

Staff education

We train and remind our staff of their obligations with regard to your information.

System security

When you transact with us on the internet via our website or mobile apps we encrypt data

sent from your computer to our systems. We have firewalls, intrusion detection systems

and virus scanning tools to protect against unauthorised persons and viruses accessing

our systems. We limit access by requiring use of passwords.

Destroying data when no longer required

Where practical, we keep information only for as long as required (for example, to meet

legal requirements or our internal needs).

 

7. Accessing, updating and correcting your information

Can I get access to my information?

You can ask for access to your basic customer information by calling us and we will

correct any information as directed. There is no fee for this service.

Updating or correcting your basic information

It’s important that we have your correct details, such as your current address and

telephone number. You can check or update your information by going online or phoning

us.

 

8. Making a privacy complaint

We’re here to help

We accept that sometimes we can get things wrong. If you have a concern about your

privacy you have a right to make a complaint and we’ll do everything we can to put matters

right.

How do I make a complaint?

To lodge a complaint, please get in touch with us. We’ll review your situation and try to

resolve it straight away.

How do we handle a complaint?

We acknowledge every complaint we receive and provide our name, a reference number

and contact details of the investigating officer. We keep you updated on the progress we’re

making towards fixing the problem.

Usually, it takes only a few days to resolve a complaint. However, if we’re unable to

provide a final response within 45 days we’ll contact you to explain why and discuss a

timeframe to resolve the complaint.

External review

If you’re not satisfied with our handling of your matter, you can refer your complaint to

external dispute resolution. We suggest you do this only once you’ve first followed our

internal complaint processes set out above.

The Office of Fair Trading in your state or territory can assist as well as offer an

independent dispute resolution service.

 

9. How to contact us or find out more

For privacy related queries, access or correction requests, or complaints, or to

request a printed version of this policy

We aim to resolve your query or complaint at your first point of contact with us. You can

contact us via the website or by phoning us on 1300 078 246.

 

For more information about the Australian Privacy Principles and credit reporting

rules, visit: Office of the Australian Information Commissioner (privacy generally)