Privacy Policy

ROUTEONE PTY LTD ("RouteOne", "we", "us" or "our") respects your privacy. This Policy explains how we collect, hold, use and disclose personal information in connection with our website, enquiries, services, business relationships and recruitment.

We handle personal information in accordance with applicable Australian privacy laws and the commitments in this Policy. Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles apply to our activities, we comply with those requirements.

This Policy explains our practices. Using our website or reading this Policy does not, by itself, give blanket consent to marketing or every possible use of your information. We seek consent separately where required.

We collect information reasonably relevant to our dealings with you. Depending on the circumstances, this may include:

• Your name, phone number, email address and business or billing details.
• Collection, delivery and storage addresses, authorised contact persons, access instructions and service requirements.
• Information about goods, inventories, quotations, bookings, payments and service history.
• Photographs or documents you provide for quoting, service planning or resolving a complaint, and collection, delivery or condition records, including relevant photographs created with appropriate notice.
• Correspondence, feedback, complaints and information needed to investigate an incident or insurance claim.
• Transaction references, payment status and information needed to reconcile payments or issue refunds.
• Website and device information described in section 7.
• Recruitment information described in section 12.

We request identity information only where reasonably necessary for a stated purpose or required by law. Please do not send identification documents unless we explain why they are needed and how to provide them appropriately.

We do not routinely seek sensitive information, such as health information. If it is reasonably necessary to arrange a service safely or for another lawful purpose, we will explain the need and obtain consent where required. Please provide only information relevant to the interaction.

We usually collect information directly from you through website forms, email, telephone conversations, messages, documents or in-person interactions. We may also receive relevant information from a person authorised to arrange a service for you, a business customer, or a referee you authorise us to contact.

Website systems may collect technical information automatically, as described in section 7. Where we collect information from another source, we do so lawfully and provide any required notice.

If you give us another person's details, please ensure you have authority to do so and make them aware of this Policy where appropriate.

You can make a general enquiry anonymously or using a pseudonym where practical. We may be unable to quote accurately, confirm a booking, deliver a service or assess an application without the information reasonably needed for that purpose.

We use personal information to:

• Respond to enquiries, prepare quotations and assess service requirements.
• Confirm bookings, organise staff or contractors and deliver agreed services.
• Communicate about scheduling, access, service updates and completion.
• Process or reconcile payments, issue invoices and refunds, and maintain business records.
• Manage safety issues, complaints, insurance matters and disputes.
• Maintain and improve our website, systems and services.
• Assess employment applications and communicate with candidates.
• Send permitted marketing communications, subject to section 8.
• Meet legal obligations and protect our lawful interests in a proportionate way.

We do not use information for an unrelated purpose merely because we hold it. Additional uses require an appropriate lawful basis and any notice or consent required by law.

We may disclose information to people or organisations who reasonably need it for the purposes described in this Policy, including:

• Authorised staff and contractors who organise or provide your service.
• Technology providers supporting our website, hosting, email, booking, recordkeeping or other business systems.
• Payment providers, banks and professional advisers where relevant to transactions or business administration.
• Insurers, claims assessors and legal advisers involved in a relevant incident or dispute.
• Regulators, courts, law enforcement bodies or other recipients where disclosure is legally required or authorised.
• Another person you authorise us to deal with.

We limit disclosure to information relevant to the recipient's role and use appropriate arrangements to protect it. Advertising or analytics disclosures, if applicable, are addressed in section 7. We do not sell or rent customer contact lists for another organisation's independent marketing.

The payment method offered for your booking will determine which payment provider receives your payment information. Providers may collect information directly to process a transaction, prevent fraud or meet their legal obligations, under their own privacy notices.

We may receive transaction references, payment confirmations, limited payment-method details and information needed for refunds or reconciliation. Please use the payment method we identify for your booking and do not send complete card numbers or security codes through ordinary email or enquiry forms.

Our website and service providers may process technical information such as IP addresses, browser and device details, pages visited, referral sources, timestamps and error or security logs. We use relevant information to operate the website, maintain security and understand performance.

Cookies and similar technologies may support essential functions or remember preferences.

We may select, use, replace or discontinue analytics, advertising, remarketing and campaign measurement tools from time to time, including services offered by Google and other providers. When enabled, these tools may use cookies, pixels or similar technologies to collect or receive information such as IP addresses, device identifiers, pages visited, referral sources, advertising interactions and conversion events.

We use relevant information to understand website performance, measure campaigns and display relevant advertising. The information may identify you or be linked to information held by a provider; it is not necessarily anonymous.

Our choice of tools remains subject to applicable privacy requirements. We provide required notices about the tools actually used, obtain consent where required and provide applicable choices or opt-outs. Choosing a new provider does not authorise unrelated uses of your information.

You can manage cookies through your browser and any controls made available on our website. Blocking some cookies may affect functionality. Browser controls do not necessarily control every form of tracking. You can contact us about the tools used and available privacy choices.

We send marketing emails or SMS only where we have consent permitted by law. You can unsubscribe using the instructions in a message or by contacting sales@routeone.au. We will action an unsubscribe request within five working days without charging a fee or requiring you to create an account.

Opting out of marketing does not stop necessary communications about a quotation, booking, payment, complaint or other existing service matter. We will not treat making a booking as automatic consent to every type of marketing.

Our technology and other service providers may store, process or access personal information outside Australia. The locations involved depend on the providers and services used, including their hosting, support and subcontracting arrangements.

We take the steps required by applicable law to protect information disclosed overseas, including appropriate provider assessment and contractual safeguards where required. You may contact us for further information about these arrangements. This Policy does not ask you to waive protection for overseas disclosures.

We take reasonable technical and organisational steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure. Safeguards are proportionate to the sensitivity of the information and the way it is handled, including appropriate access restrictions and security arrangements with service providers.

No electronic system can be guaranteed completely secure. If we become aware of a suspected privacy incident, we assess it, take appropriate steps to contain and address it, and notify affected people and regulators where required by law.

We keep information only for as long as reasonably needed for the purposes for which it is held, including service administration, accounting, legal obligations and resolving disputes. When it is no longer needed and retention is not legally required, we take reasonable steps to destroy or de-identify it. Retention periods may differ between record types; backups may be removed through their normal controlled lifecycle.

You may contact us to request access to personal information we hold about you or to correct inaccurate, incomplete or outdated information. We may take reasonable steps to verify your identity and authority before acting.

We aim to respond within 30 days. We do not charge for making a request or correcting information. If a reasonable access-related charge is permitted by law, we will explain it before proceeding.

You may also ask us to delete information. We will consider the request under applicable law and explain any information we need to retain for legal obligations, an active service, a legitimate claim or another permitted purpose. This is not an unconditional right to immediate deletion of every record.

If we cannot comply fully with a request, we will explain the reason, to the extent lawful, and how you can complain.

When you apply for a role, we may collect your CV, contact details, employment history, qualifications, relevant work eligibility information, referee details and recruitment correspondence.

We use this information to assess your application, communicate with you and undertake relevant checks. We will seek your permission before contacting referees and explain any additional checks or sensitive information required.

Applicant information is shared only with people and service providers involved in the recruitment process or where otherwise lawfully required. If we wish to keep your details for unrelated future opportunities, we will seek your agreement. You may contact us about access, correction or deletion as described above.

Please direct privacy enquiries, requests and complaints to:

Privacy enquiries ROUTEONE PTY LTD Email: sales@routeone.au Phone: 02 6171 1521 Address: 5/25 Val Reid Crescent, Hume ACT 2620, Australia

Please explain the issue and the outcome you are seeking, and provide a safe way to contact you. We will acknowledge your complaint, investigate it and aim to provide a substantive response within 30 days. If we need more time, we will explain why and provide an update.

If the issue remains unresolved, you may contact the Office of the Australian Information Commissioner where the matter falls within its jurisdiction, or another appropriate regulator. Information about privacy complaints is available at https://www.oaic.gov.au.

External websites or services linked from our website may handle information under their own privacy notices. Please review the relevant notice when interacting directly with another provider.

We may update this Policy as our services, systems or legal obligations change. We will make the current version available on our website and update the date above. Where a change requires further notice or consent, we will provide or obtain it; publishing a revised policy does not, by itself, authorise an incompatible new use of existing information.