Ace Removals (“Ace Removals”, “we”, “us” or “our”). We respect your privacy. This policy explains what personal information we collect, why we collect it, how we keep it safe and the choices you have. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
The short version: we only collect what we need to quote and carry out your move, we keep it secure, and we never sell, rent or share your details with anyone for their marketing.
1. Information we collect
We may collect:
- Contact details — your name, phone number and email address.
- Move details — pickup and delivery suburbs or addresses, move date, property size, item list, access information (such as stairs, lifts, driveways and parking) and any special instructions.
- Booking and payment records — quotes, invoices, deposits and payment confirmations. Card payments are processed by our payment provider; we do not store full card numbers on our website.
- Job records — notes, photos or videos taken for condition records, safety and dispute purposes (see our Terms & Conditions).
- Website information — technical data such as your browser type, device, pages visited and how you arrived at our website, collected through cookies and analytics tools.
You do not have to give us your personal information, but if you don’t, we may not be able to provide a quote or complete your move.
2. How we collect it
We collect personal information directly from you when you use our quote form, call, text or email us, make a booking or pay for our services. We also collect limited technical information automatically when you visit our website.
3. How we use your information
We use your personal information to:
- Respond to your enquiry and prepare your written quote.
- Plan, book and carry out your move, including choosing the right truck and crew.
- Contact you about your booking, including reminders and changes.
- Process payments and keep accounting and tax records.
- Handle feedback, complaints, damage claims and disputes.
- Improve our website, services and advertising (using de-identified or aggregated website data where possible).
- Meet our legal obligations.
We will only send you marketing messages if you have agreed to receive them, and you can opt out at any time.
4. We never sell or share your details for marketing
We do not sell, rent, trade or give your personal information to other businesses for their marketing. We only share it where it is needed to provide our services or where the law requires it, for example with:
- Our moving team and any subcontractor carrying out your move (only the details they need to do the job).
- Service providers that help us run our business, such as our website and email hosting provider and our payment provider, who are required to keep your information secure.
- Government agencies, courts or regulators, where required or authorised by law.
5. How we keep your information secure
We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, change or disclosure. These steps include:
- An encrypted (HTTPS) connection across our website, so quote form details are encrypted while they are sent.
- Website and business email hosting with a reputable hosting provider, with password-protected accounts.
- Access limited to Ace Removals staff who need the information to do their job.
- Securely deleting or de-identifying personal information when we no longer need it.
No method of sending or storing information online is completely secure, but we work to keep your information safe and review our practices regularly.
6. Where your information is stored
Your information is stored in our business systems, including our website and email hosting, which is provided by a third-party hosting provider. That provider may store data on servers located in or outside Australia. Where this happens, we take reasonable steps to make sure your information is handled in a way that is consistent with the Australian Privacy Principles.
7. Cookies and analytics
Our website uses cookies and similar technologies, including Google Analytics and Google Ads, to understand how visitors use our website and to measure and improve our advertising. These tools may collect information such as your device, browser, pages visited and actions taken on our website. They do not give us your name or contact details.
You can block or delete cookies in your browser settings, and you can opt out of Google Analytics using Google’s browser add-on or manage ad personalisation in your Google account settings. Some parts of our website may not work as intended if cookies are disabled.
8. How long we keep your information
We keep personal information only for as long as we need it for the purposes in this policy, including to meet our legal, accounting and tax obligations and to resolve any claims or disputes. After that, we securely delete or de-identify it.
9. Accessing and correcting your information
You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Please contact us using the details below. We will respond within a reasonable time, usually within 30 days. In limited cases permitted by law we may refuse a request, and if so we will tell you why.
10. Complaints
If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it. We will acknowledge your complaint and respond within a reasonable time, usually within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.
11. Changes to this policy
We may update this Privacy Policy from time to time. The latest version will always be published on this page.
12. Contact us
Ace Removals
Phone: 0402 129 300
Email: info@aceremovals.com.au
Website: aceremovals.com.au
