Who this policy covers
SugarLoaf Digital Pty Ltd, ABN 90 657 585 370, operates sugarloafdigital.com.au and a number of other local service websites through which consumer enquiries are generated. This policy applies to personal information collected through any of them.
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
What we collect
From business enquiries. If you contact us about our services, we collect your name, business name, email address, phone number, website, the services you offer and the areas you serve. We collect this because you gave it to us in order to be contacted back.
From consumer enquiries on our lead generation sites. Name, contact details, suburb or address of the job, and a description of the work required. Where the enquiry is a phone call to a tracking number, we also collect the call recording and a transcript.
Automatically. IP address, browser and device type, pages viewed, referring source and approximate location, through standard web analytics and advertising platforms. This is used in aggregate to understand which campaigns produce enquiries.
We do not deliberately collect sensitive information as defined in the Privacy Act, and we ask that you do not include health information or government identifiers in a form or a message to us.
How we use it
Business enquiry details are used to respond to you, provide a quote, and where relevant to deliver the services you engage us for.
Consumer enquiry details are used to pass the enquiry to the trade business that holds that territory so they can contact you and quote the work, and to keep a record for billing and dispute purposes. Call recordings are used to verify that a billed lead was genuine, as described on the lead reporting page.
Analytics data is used to measure and improve campaign performance.
Who we disclose it to
The trade business holding the territory. This is the main disclosure and the reason the enquiry exists. Once passed on, that business handles your information under its own privacy obligations and you deal directly with them.
Service providers. Hosting, email, call tracking and telephony, CRM, analytics and advertising platforms. Some of these store data outside Australia, including in the United States. We take reasonable steps to ensure overseas recipients handle personal information consistently with the Australian Privacy Principles.
Where required by law. Courts, regulators and law enforcement where we are legally obliged to disclose.
We do not sell personal information to data brokers or list resellers.
Cookies and tracking
Our websites use cookies and similar technologies for analytics and advertising, including Google Analytics and advertising platform tags. These may be used to measure conversions and to show advertising on other websites.
You can block or delete cookies through your browser settings. Some parts of the sites may not function normally if you do. You can also opt out of personalised advertising through the relevant platform's own settings.
How long we keep it
Consumer enquiry records and call recordings are kept for twelve months, then deleted. Business client records are kept for the duration of the engagement and for seven years afterwards where required for tax and record-keeping obligations. Analytics data is retained according to the platform's retention settings.
Security
Data is stored on access-controlled systems with encrypted transport. Access is limited to people who need it to do their job. No system is perfectly secure, and we do not claim otherwise, but we assess incidents promptly and will notify you and the Office of the Australian Information Commissioner where a breach is likely to result in serious harm.
Access, correction and complaints
You can ask for access to the personal information we hold about you, or ask us to correct it, by emailing info@sugarloafdigital.com.au. We will verify your identity and respond within thirty days. If we refuse access or correction, we will tell you why in writing.
If you are unhappy with how we have handled your personal information, complain to us first at the same address. We will acknowledge within five business days and respond substantively within thirty days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.
Changes
We update this policy when our practices change. The current version is always at this address. Material changes affecting existing clients will be notified by email.
Questions go to info@sugarloafdigital.com.au — see the contact page for other ways to reach us, and the terms and conditions for the rest of the agreement.
Frequently asked questions
Do you sell my personal information?
We do not sell personal information to data brokers or advertisers. We do pass consumer enquiry details to the trade business that holds that territory, because that is the entire purpose of the enquiry and it is disclosed at the point of collection. That is a disclosure for the purpose it was given, not a sale of data.
Are calls recorded?
Calls made to tracking numbers on our network are recorded for quality and billing purposes and callers are notified. Recordings are kept for twelve months and then deleted. You can ask for a recording of your own call to be deleted earlier by contacting us with enough detail to identify it.
How do I get a copy of what you hold about me?
Email info@sugarloafdigital.com.au and ask. We will verify who you are, then provide what we hold in a usable form, normally within thirty days. If we cannot provide something we will tell you why in writing. There is no charge for a reasonable request.
What happens if there is a data breach?
We assess it promptly. Where a breach is likely to result in serious harm, we notify the affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme under the Privacy Act 1988.