Highrate Transport Pty Ltd (ACN 695 531 867, ABN 89 695 531 867)
Privacy Policy

1. Overview

1. We value your privacy and take reasonable steps to handle personal information in accordance with applicable Australian privacy requirements, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (where they apply).
2. This Policy applies to personal information collected through:
   1. our website, booking forms and online enquiries;
   2. phone calls, SMS, email, social media messages and other communications;
   3. in-person interactions at pickup and delivery sites; and
   4. our administrative systems used to provide transport, removals, pickup and delivery and related services.
3. This Policy does not apply to third-party websites we link to. You should review the privacy policies of those third parties.

2. Definitions

1. Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.
2. Service includes transport, removals, pickup and delivery, loading and unloading, and any other services we provide.
3. Usage information includes technical data such as IP address, device type, browser type, pages visited, and time spent on pages, where collected.

3. What personal information we collect

1. We may collect personal information including:
   1. name and contact details (phone number, email address);
   2. pickup and delivery addresses and access details (for example, lift bookings, parking instructions, strata requirements);
   3. booking details (moving date, time windows, job notes, item descriptions you provide);
   4. payment-related information (for example, transaction references and payment status). We do not typically store full card details if processed by a third-party payment provider;
   5. correspondence with us (emails, SMS, call notes, chat messages);
   6. claims information (photographs, descriptions, and documents provided to support a claim); and
   7. website usage information and cookies (where applicable).
2. We generally do not collect sensitive information (for example, health information) unless you choose to provide it and it is reasonably necessary for us to provide our Service or respond to your request.

4. How we collect personal information

1. We collect personal information when you:
   1. request a quote, make a booking, or contact us;
   2. submit an online form or communicate by phone, email or SMS;
   3. provide details at pickup or delivery locations; or
   4. use our website (which may use cookies and analytics tools).
2. We may also collect personal information from other parties where relevant and lawful, such as:
   1. someone authorised by you (for example, a partner, family member, office manager, building manager);
   2. referral sources (where you have engaged them to arrange services); or
   3. payment providers confirming a transaction result.

5. Why we collect, hold and use personal information

1. We use personal information for the primary purpose of providing our Service, including to:
   1. prepare quotes and confirm bookings;
   2. schedule vehicles and labour, and coordinate pickup and delivery;
   3. communicate with you about timing, access, and job requirements;
   4. process payments and manage accounts and invoicing;
   5. manage customer support, enquiries and complaints;
   6. investigate incidents and manage claims (including insurance-related matters);
   7. improve our operations and service quality; and
   8. comply with legal and regulatory obligations.
2. We may also use personal information for related secondary purposes you would reasonably expect, such as confirming job completion or following up on a service experience, unless you opt out where applicable.

6. Disclosure of personal information

1. We may disclose personal information where it is reasonably necessary to provide our Service, including to:
   1. staff and personnel involved in service delivery and customer support;
   2. payment processors (to process deposits and payments);
   3. IT, hosting, communications and software providers who support our systems;
   4. insurers, brokers, assessors or repairers in connection with claims or incidents;
   5. building management, strata or site contacts where required for access coordination; and
   6. professional advisers (for example, accountants and lawyers) where necessary.
2. We may disclose personal information where required or authorised by law, including to comply with court orders, lawful requests from regulators, or to protect rights, property and safety.
3. We do not sell personal information.

7. Overseas disclosure

1. Some of our service providers (for example, cloud hosting, email and analytics providers) may store or process data on servers located outside Australia.
2. Where this occurs, we take reasonable steps to ensure personal information is handled in a manner consistent with this Policy and applicable Australian privacy requirements.

8. Cookies, analytics and website data

1. Our website may use cookies or similar technologies to support functionality and understand how the site is used.
2. Cookies may collect usage information such as pages visited, time spent, device information, and general location data (for example, city-level), depending on your browser and settings.
3. You can usually manage cookie settings through your browser. Disabling cookies may affect website functionality.

9. Marketing communications

1. We may contact you with service-related messages (for example, booking confirmations and updates) as part of providing the Service.
2. If we send marketing communications (where applicable), you can opt out at any time by using the unsubscribe option (if provided) or by contacting us.

10. Data security

1. We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
2. Security measures may include access controls, role-based permissions, password protection, and secure service providers.
3. No method of transmission over the internet or electronic storage is completely secure. You acknowledge that any transmission is at your own risk.

11. Data retention

1. We retain personal information only for as long as reasonably necessary to provide the Service and for legitimate business purposes, including record keeping, dispute resolution, and compliance with legal obligations.
2. When personal information is no longer needed, we take reasonable steps to destroy or de-identify it, subject to legal requirements.

12. Access and correction

1. You may request access to personal information we hold about you and request corrections if the information is inaccurate, out of date, incomplete, irrelevant or misleading.
2. We may need to verify your identity before providing access or making corrections.
3. We may refuse access in limited circumstances permitted by law, and we will provide reasons where required.

13. Complaints

1. If you have a privacy complaint, please contact us with details of your concern. We will take reasonable steps to investigate and respond within a reasonable time.
2. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

14. Links to external websites

1. Our website may include links to external websites. We are not responsible for the privacy practices or content of those sites.
2. Before providing personal information to another website, you should review their privacy policy.

15. Changes to this Privacy Policy

1. We may update this Policy from time to time. The latest version will apply when published or provided to you.
2. We encourage you to review this Policy periodically.

16. Contact us

If you have questions about this Privacy Policy, or want to request access or correction of your personal information, contact us using the details below.

Highrate Transport Pty Ltd
ACN 695 531 867 | ABN 89 695 531 867

Email: {{support_email}}
Phone: {{support_phone}}

End of Privacy Policy