The Home Crew Concierge Services logo

1. About this privacy policy

This Privacy Policy explains how HARPER QUINN PTY LTD (ABN 18 672 290 596) trading as The Home Crew Concierge Services (“we”, “us”, “our”) collects, uses, discloses and protects personal information.

Under the Privacy Act 1988 (Cth), you may:

  • request access to personal information we hold about you;
  • request correction of inaccurate, incomplete or out-of-date information;
  • make a complaint about how we handle your personal information; and
  • request information about overseas disclosures of your personal information.

 

Details about how to exercise the above are set out in this Privacy Policy.

2. Applicable law

We manage personal information in accordance with:

  • the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs);
  • the Spam Act 2003 (Cth);
  • the Notifiable Data Breaches (NDB) scheme; and
  • applicable guidance issued by the Office of the Australian Information Commissioner (OAIC).

 

Where state-based privacy obligations apply (for example, in relation to health information), we also comply with relevant NSW privacy legislation.

3. What personal information we collect

We may collect personal information, including:

  • Contact and identity information
  • Name
  • Address and suburb
  • Email address
  • Phone number

 

Service-related information

  • Service preferences and household requirements
  • Property access arrangements (including keys, lockbox codes, alarm or security access details)
  • Occupancy schedules or information about when premises are occupied or vacant
  • Details about household members, pets, or specific care requirements
  • Service history and communications

 

Payment information

  • Billing details and payment information (including where processed through third-party payment providers)

 

Website and booking information

  • Information submitted through contact forms or online booking systems
  • Technical information such as IP address, browser type and website usage data

 

We only collect personal information that is reasonably necessary for our business functions and activities.

5. Why we collect and use personal information

We collect and use personal information to:

  • Provide and manage concierge and home services
  • Coordinate services with employees and service providers
  • Manage property access and service delivery
  • Communicate with you about bookings and services
  • Process payments and manage accounts
  • Send service updates, reminders and marketing communications (where permitted)
  • Improve our services and customer experience
  • Manage complaints or incidents
  • Comply with legal and regulatory obligations

 

We may use your personal information to send marketing communications to you where you have consented or where permitted by law.

You may opt out at any time by contacting us. We will not send direct marketing if you request that we stop.

6. Disclosure of personal information

By engaging our services, you consent to the disclosure of your personal information to employees and service providers where reasonably necessary to deliver the services you have requested.

We may disclose personal information where reasonably necessary to provide our services, including to:

  • Our employees and authorised contractors
  • Third-party service providers such as cleaners, gardeners, pet carers, trades and other home service professionals
  • Payment processors, IT providers, cloud storage providers and business systems
  • Professional advisers (such as accountants or insurers)
  • Government or regulatory authorities where required by law

 

We take reasonable steps to ensure that third-party providers handle personal information securely and only for authorised purposes.

7. Overseas disclosure

Some of our technology, cloud storage, and software providers may store or process personal information overseas, including in countries such as the United States, Singapore, or the European Union.

Where we disclose personal information overseas, we take reasonable steps to ensure that the recipient does not breach the Australian Privacy Principles, unless an exception under the Privacy Act applies.

8. Information security

We recognise that the information we hold may relate to property access and household security. We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure, including:

  • Restricted access to authorised personnel only
  • Secure electronic systems and cloud storage
  • Physical security measures where relevant
  • Confidentiality obligations for employees and contractors.

 

When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.

9. Access and correction

You may request access to the personal information we hold about you and request correction if it is inaccurate, incomplete or out of date.

We will respond to requests within a reasonable period (usually within 30 days).

We may need to verify your identity before providing access or making corrections.

10. Cookies

We use cookies and similar technologies to:

  • operate and maintain our website;
  • analyse website usage and performance; and
  • improve user experience.

 

We are not responsible for the privacy practices of third-party websites or software providers. We encourage you to review their privacy policies before using their services.

11. Complaints

If you believe we have breached the Privacy Act or mishandled your personal information, you may submit a complaint by contacting us in writing.

Your complaint should include:

  • your name and contact details;
  • a description of the privacy concern; and
  • any relevant supporting information.

 

We will acknowledge your complaint within a reasonable time and aim to provide a written response within 30 days.

If you are not satisfied, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

12. Changes to this Policy

We may update this Privacy Policy from time to time. The current version will be published on our website with the effective date.

13. Contact us

If you have any questions about this Privacy Policy, please contact us.

  • Frankie Taylor
  • +61 406 231 422
  • concierge@thehomecrew.com.au