Privacy Policy

1. Introduction

Auspack Group Pty Ltd (ABN 93 701 479 245) (“Auspack Group”, “we”, “us” or “our”) provides packing, removal, storage coordination and relocation services to households and businesses in Perth and across Western Australia. We recognise that the personal information we hold about our customers, suppliers, contractors and website visitors must be handled responsibly, lawfully and transparently.

This privacy policy sets out how we collect, hold, use and disclose personal information. It applies to all of your interactions with us, including through our website at https://auspackgroup.site, by telephone, by email, through our quote and enquiry forms, and in person at your home or business.

You do not need to provide personal information to browse most of our website; however, we need certain information to prepare quotes, confirm bookings and deliver our services to you.

2. Our commitment to the Australian Privacy Principles

We are bound by the Privacy Act 1988 (Cth) (the Privacy Act) and the 13 Australian Privacy Principles (APPs) contained in it. The APPs set out the standards that apply to how Australian organisations collect, hold, use and disclose personal information. Consistent with the APPs, we:

• manage personal information in an open and transparent way, including through this clearly expressed and up-to-date policy (APP 1);
• only collect personal information that is reasonably necessary for our functions and activities (APP 3);
• collect personal information by lawful and fair means and, where reasonable and practicable, directly from you (APP 3);
• notify you of key matters at, before or as soon as practicable after collection (APP 5);
• only use and disclose personal information for the primary purpose of collection, or for related purposes you would reasonably expect, or with your consent (APP 6);
• take reasonable steps to ensure the personal information we hold is accurate, up to date, complete and relevant (APP 10);
• take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure (APP 11); and
• give you access to your personal information on request and correct it where it is inaccurate or out of date (APP 12).

3. Personal information we collect

The types of personal information we commonly collect and hold include:

• your identity and contact details, such as your name, telephone number, email address and postal address;
• property addresses for collection, delivery and storage, along with access details such as parking, stairs, lift access and gate codes;
• details of the goods to be packed, moved or stored, including inventories, photographs and any special requirements for fragile, bulky, valuable or sentimental items;
• booking and scheduling information, including preferred move dates and site conditions;
• insurance and valuation details where you request transit protection or make a claim;
• payment and billing information, including invoicing details and, where relevant, limited card or bank details processed through secure payment providers;
• records of your communications with us, including quote requests, emails, telephone notes, feedback, testimonials and complaints;
• website usage information collected through cookies and similar technologies; and
• if you apply for a role with us, recruitment information such as your résumé, qualifications, references and work eligibility.

We generally do not collect sensitive information (such as health information) about you. In limited circumstances, we may ask for sensitive information with your consent where it is reasonably necessary for your move — for example, if someone in your household has accessibility requirements that affect how our crews work. If we ever need sensitive information, we will explain why and only collect it with your consent or as permitted by law.

4. How we collect personal information

Wherever reasonable and practicable, we collect personal information directly from you. This may occur when you:

• complete the quote request or contact forms on our website;
• telephone, text or email us;
• speak with our estimators, consultants or removal crews at your property;
• enter into a service agreement with us; or
• provide feedback, a testimonial or a complaint.

We may also collect personal information:

• from third parties you authorise, such as real estate agents, property managers, family members or an employer arranging a corporate relocation on your behalf;
• from our service providers, such as website analytics providers; and
• from publicly available sources, where it is unreasonable or impracticable to obtain the information from you directly.

When we collect personal information, we will take reasonable steps to notify you of our identity and contact details, the circumstances of collection, the purposes of collection, who we usually disclose it to, whether it is likely to be disclosed overseas, and how you can access and correct it, in accordance with APP 5.

5. Why we collect, hold, use and disclose personal information

We collect, hold and use personal information so that we can:

• prepare quotes and provide estimates for packing, removal and relocation services;
• confirm, schedule, deliver and manage your bookings, including communicating updates and changes;
• invoice you, process payments and follow up unpaid accounts;
• arrange transit protection or insurance where you request it, and manage claims;
• coordinate storage on your behalf where your goods are placed into storage;
• handle feedback, testimonials and complaints, and improve our services;
• market our services to you where you have consented or where otherwise permitted by law;
• meet our legal, taxation, employment and regulatory obligations; and
• assess employment applications and manage our workforce.

If you choose not to provide the personal information we request, we may not be able to prepare a quote, confirm your booking or deliver our services to you.

6. When we disclose personal information

We do not sell, rent or trade your personal information. We only disclose personal information to third parties where it is necessary to provide our services, where you have consented, or where we are required or authorised by law. Depending on your booking, we may disclose personal information to:

• our employees, contractors and removal crews who need the information to perform their duties;
• approved subcontractors and removal partners engaged to assist with delivering your booking;
• payment processors, banks and financial institutions for the purpose of processing payments;
• insurers and insurance brokers where you request cover or make a claim;
• storage facility operators where your goods are placed into storage;
• our professional advisers, such as accountants, auditors and lawyers;
• government agencies, regulators, dispute resolution bodies or law enforcement agencies where required or authorised by law; and
• any other person to whom you have given your consent.

7. Overseas disclosure

Some of the service providers we use — such as cloud hosting, email, customer relationship management, scheduling and website analytics providers — may store or process personal information on servers located outside Australia, including in the United States, Singapore and the European Union. Where personal information is likely to be disclosed overseas, we take reasonable steps, in accordance with APP 8, to ensure that those recipients do not breach the Australian Privacy Principles in relation to that information.

8. Security of personal information

We take reasonable steps to protect the personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. These steps include:

• storing electronic records on password-protected systems with access limited to personnel who genuinely need the information;
• using encryption (HTTPS/TLS) on our website to protect information submitted through our forms;
• holding physical records securely and disposing of them by secure destruction;
• training our staff and contractors on their privacy obligations; and
• destroying or de-identifying personal information once it is no longer needed for the purpose it was collected, unless we are required by law to retain it (for example, financial and tax records are generally kept for seven years).

No method of transmission or storage is completely secure, and while we take reasonable steps to protect your information, we cannot guarantee absolute security. If a data breach occurs that is likely to result in serious harm to you, we will assess and respond in accordance with the Notifiable Data Breaches scheme and notify you and the Office of the Australian Information Commissioner where required.

9. Access to and correction of your personal information

You may request access to the personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, contact our Privacy Officer at ceo@auspackgroup.site.

We will respond to your request within a reasonable period, usually within 30 days. There is generally no charge for making an access request or for correcting your information; however, we may charge a reasonable fee for providing a copy of the information, and we will tell you if that applies before proceeding.

In some circumstances we may refuse to give you access to personal information, for example where giving access would be unlawful or would prejudice the privacy of other people. If we refuse your request, we will give you written reasons for the refusal and information about how you can complain about the decision.

10. Cookies and website analytics

Our website uses cookies and similar technologies to remember your preferences, keep forms working properly, and understand how visitors use the site so that we can improve it. Analytics data is generally aggregated and de-identified.

Most web browsers allow you to manage or disable cookies through your browser settings. If you disable cookies, some parts of our website — such as our quote request form — may not function correctly.

11. Direct marketing

We may use the personal information you provide to send you information about our services, special offers and reminders relating to your move, where you have consented or where it is permitted by Australian law. Every direct marketing communication we send will include a simple way to opt out, and you may also opt out at any time by contacting us at ceo@auspackgroup.site. We will action opt-out requests promptly and will not use sensitive information for direct marketing without your consent.

12. Links to other websites

Our website may contain links to third-party websites for your convenience, such as industry bodies or partner services. These linked websites are not under our control, and we are not responsible for their privacy practices or content. We encourage you to review the privacy policies of any third-party website before providing your personal information to it.

13. Complaints and enquiries

If you believe we have breached the Australian Privacy Principles or otherwise mishandled your personal information, we encourage you to contact us first so that we can try to resolve your concern:

1. Contact our Privacy Officer by email at ceo@auspackgroup.site, setting out the details of your complaint.
2. We will acknowledge your complaint within two business days and aim to provide a substantive response within 30 days.
3. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au or by telephone on 1300 363 992.

14. Changes to this privacy policy

We may update this privacy policy from time to time to reflect changes in our practices, services or legal obligations. The most current version will always be published on this page, together with the date it was last updated. Where changes are significant, we may also draw them to your attention directly. Continued use of our website or services after an updated policy is published constitutes acceptance of the revised policy.

15. How to contact us

If you have any questions about this privacy policy, wish to access or correct your personal information, or would like to make a privacy-related complaint, please contact our Privacy Officer:

Privacy Officer
Auspack Group Pty Ltd
ABN 93 701 479 245
Perth, Western Australia
Email: ceo@auspackgroup.site
Website: https://auspackgroup.site