Privacy Policy
How we collect, hold, use, disclose and protect personal information — and how you can access it, correct it or complain about the way we have handled it.
1. About this policy
National Cleaning Alliance (“we”, “us”, “our”) provides commercial cleaning services across South East Queensland. This policy explains how we handle personal information.
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs) set out in that Act. Where the small business exemption in the Privacy Act may apply to us, we have chosen to follow the APPs as a standard of practice in any event.
This policy applies to this website, to our quoting and enquiry process, to our engagement of cleaners and subcontractors, and to the personal information we handle while delivering services at client sites.
2. The information we collect
What we collect depends on your relationship with us. In most cases it is limited to ordinary business contact details.
- Prospective and current clients — name, business name, position, work email, phone number, site address, access and security arrangements, and details of your cleaning requirements.
- Enquiries — anything you choose to tell us through the enquiry form, by email or over the phone, including notes about your current cleaning arrangements.
- Site personnel — names and contact details of building managers, security contacts and after-hours contacts you nominate.
- Job applicants, employees and subcontractors — contact details, work history, qualifications and licences, right-to-work evidence, police check outcomes, insurance certificates and ABN details.
- Suppliers — business contact details and account information.
- Website visitors — the limited technical information described in section 8.
We do not seek sensitive information as defined in the Privacy Act unless it is reasonably necessary for our functions — for example a police check outcome, or information about a workplace injury — and where we do, we collect it with consent or as otherwise permitted by law.
We do not collect payment card details through this website.
3. How we collect it
Wherever it is reasonable and practicable, we collect personal information directly from you: through the enquiry form on this website, by email or telephone, during a site walk-through, and in the course of performing our services.
We may also collect information from third parties — a referrer who passes on your details, a facilities or real estate manager acting for a site, a recruitment service, or a publicly available source such as a company website or the Australian Business Register.
You may deal with us anonymously or under a pseudonym where it is lawful and practicable. In practice we cannot quote for or perform cleaning services without contact details and a site address.
4. Why we collect, hold, use and disclose it
We handle personal information for the following purposes:
- to respond to enquiries and prepare quotes, scopes of works and pricing
- to arrange and conduct site inspections
- to enter into and perform cleaning contracts, including rostering, site access and incident reporting
- to invoice, collect payment and maintain business records
- to recruit, screen, engage and manage employees and subcontractors
- to meet our work health and safety, insurance, taxation and other legal obligations
- to respond to complaints, incidents and insurance claims
- to improve our services and this website
- to send service-related communications and, where permitted, marketing about our services
We use and disclose personal information only for the purpose for which it was collected, for a directly related purpose you would reasonably expect, or where you have consented or the law otherwise permits or requires it.
5. Direct marketing
If you have enquired about our services or are a client, we may contact you about cleaning services relevant to your business. Every commercial electronic message we send identifies us as the sender and includes a functional unsubscribe facility, as required by the Spam Act 2003 (Cth).
You can opt out at any time using the unsubscribe link or by contacting us. We will action the request promptly and at no cost to you.
We do not sell, rent or trade personal information.
6. Who we disclose information to
We may disclose personal information to:
- our employees, cleaners and subcontractors, to the extent they need it to perform the work
- building owners, managers and head contractors where we clean under their direction, including for site access and inductions
- our IT, email, website hosting, backup and business management providers
- our insurers, brokers, accountants, auditors and legal advisers
- debt recovery agents, where an account remains unpaid
- government agencies, regulators, courts or law enforcement where required or authorised by law
We require our subcontractors to handle personal information consistently with this policy and with their own obligations under the Privacy Act.
7. Overseas disclosure
Some providers we rely on — including email, website hosting and backup providers — may store or process data on servers located outside Australia. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles.
The countries in which our providers store data may change over time. The current list is available on request.
9. Security, storage and retention
We hold personal information in electronic systems and, where necessary, in paper files. We take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure — including access controls, password protection, encrypted transmission over HTTPS, confidentiality obligations in our employment and subcontractor agreements, and restricting site keys and access codes to authorised personnel.
No method of transmission or storage is completely secure. While we take care to protect your information, we cannot guarantee absolute security.
We keep personal information only for as long as we need it for the purposes described in this policy, or for as long as the law requires — employment and taxation records, for example, generally must be kept for seven years. When information is no longer needed and we are not required to retain it, we destroy or de-identify it.
10. Data breaches
We maintain a data breach response plan. If we suffer a data breach that is likely to result in serious harm to an individual, we will notify the affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act.
11. Accessing and correcting your information
You can ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Use the contact details at the top of this page.
We will respond within a reasonable period, usually within 30 days. We may need to verify your identity first. There is no charge for making a request, although we may charge a reasonable fee for the cost of giving access in some circumstances. If we refuse access or correction, we will tell you why in writing and explain how to complain.
12. Complaints
If you believe we have breached the Australian Privacy Principles, please tell us first. Send your complaint in writing to the contact details at the top of this page. We will acknowledge it promptly, investigate, and respond in writing — usually within 30 days.
If you are not satisfied with our response, you can refer the complaint to the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au.
13. Changes to this policy
We may update this policy from time to time to reflect changes in our practices or in the law. The current version is always published on this page, with the date it took effect shown at the top.
Questions about any of this?
Call us, or send an enquiry and we will come back to you within one business day.