TOA SURFACE SOLUTIONS

TOA SURFACE SOLUTIONS (“TOA”, “we”, “us” or “our”) respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, store and disclose personal information when you visit our website, contact us, request a quote, engage us to provide services, or otherwise interact with our business.

TOA SURFACE SOLUTIONS is operated by TOA GROUP PTY LTD (ABN 89 699 089 846).

1. What this policy covers

This policy applies to personal information collected by TOA in connection with:

our website at www.toasurfacesolutions.com.au
online enquiry and quote request forms
phone calls, emails, SMS and other communications with us
in-person inspections, quoting and service delivery
invoices, payments and customer records
marketing and business administration activities.

2. The personal information we collect

The personal information we collect depends on how you interact with us, but may include:

Contact and enquiry information

your name
phone number
email address
suburb or service address
details you include in an enquiry, quote request or message.

Job and service information

the property address where services are to be provided
the type of services requested
details about surfaces, site access, job requirements, timing and related notes
before and after photos, site photos, and other job-related records where relevant to quoting, service delivery, quality control or marketing, subject to section 8 of this policy.

Transaction and payment information

quote, estimate, invoice and receipt details
payment status and transaction records
business or billing information you provide to us.

Website and device information

When you visit our website, we may collect certain technical information automatically, such as:

IP address
browser type and device information
pages viewed and time spent on our website
referring website or source
website interaction data collected through cookies, analytics tools or similar technologies.

3. How we collect personal information

We may collect personal information directly from you when you:

submit a contact form or quote request through our website
call, email or message us
request a quote, inspection or service
provide information during a site visit or while we are carrying out work
make a payment or respond to an invoice
otherwise communicate with us.

We may also collect limited information automatically through our website using cookies, analytics tools and similar technologies.

In some cases, we may receive personal information from third parties where reasonably necessary to provide our services, such as:

website hosting or form handling providers
payment processors
bookkeeping, accounting or business software platforms
someone making an enquiry on your behalf.

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

We collect, hold, use and disclose personal information for purposes including to:

respond to enquiries and quote requests
assess jobs and prepare estimates or proposals
book, manage and carry out pressure cleaning and related services
communicate with you about appointments, job updates, invoices and customer service matters
issue quotes, invoices and receipts and manage payment records
maintain internal business records and job history
improve our website, systems and service offering
protect our legal rights and manage risk, complaints or disputes
comply with legal, regulatory, tax, accounting or insurance obligations
where permitted, send you service-related updates or marketing communications.

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

5. What happens if you do not provide information

If you do not provide the personal information we reasonably require, we may not be able to:

respond properly to your enquiry
provide an accurate quote
book or perform the requested service
process payment or maintain customer records
communicate with you about your job.

6. Website forms, cookies and analytics

Our website may use cookies and similar technologies to improve site functionality, understand website traffic and measure performance.

These technologies may collect information such as:

browser type
device information
IP address
pages visited
time spent on the website
general location information inferred from IP address.

You can usually manage or disable cookies through your browser settings. However, doing so may affect how parts of the website function.

We may use third-party services such as website hosting, website form handling, analytics, embedded maps, spam filtering, customer enquiry handling or similar digital tools. Those providers may collect or process technical data in connection with operating the website or related services.

7. Direct marketing

We may use your personal information to contact you about our services, promotions, offers, updates or other information that may be relevant to you, where permitted by law.

You can opt out of marketing communications at any time by contacting us using the details below or by using any unsubscribe option included in the communication where available.

We may still contact you for non-marketing purposes, including in relation to an enquiry, quote, booking, invoice, service update, complaint or other administrative matter.

8. Photos of jobs and properties

Because TOA provides residential exterior cleaning services, we may take photographs before, during or after a job for purposes such as:

preparing or supporting a quote
documenting site condition, work completed or results achieved
internal record keeping, quality control and training
handling complaints, disputes, insurance or warranty-related matters
marketing our services, including on our website or social media.

Where practical, we will avoid including identifying personal material in marketing images. If a photo clearly identifies you, your vehicle, house number, or another identifying feature, we may seek consent before using it for promotional purposes, particularly where the image is more than a general before-and-after surface cleaning photo.

If you do not want your property images used for marketing, please let us know before or at the time of service and we will note that preference on your job file.

9. Disclosure of personal information

We may disclose personal information to third parties where reasonably necessary for the purposes set out in this policy, including to:

website hosting, website form, IT, cloud storage and software providers
accounting, bookkeeping, invoicing or payment service providers
insurers, professional advisers or debt recovery providers where reasonably necessary
contractors or service providers assisting with business administration or service delivery
government, regulatory or law enforcement bodies where required or authorised by law.

We do not sell personal information to third parties.

10. Overseas disclosure

Some of the third-party platforms or software providers we use may store or process data outside Australia, including in cloud-based systems.

Where personal information is disclosed to overseas service providers, we will take reasonable steps to ensure those providers handle personal information in a manner consistent with applicable privacy obligations, where required.

11. How we store and protect personal information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure.

These steps may include:

restricting access to customer information
using password-protected devices, accounts and business systems
storing records in reputable cloud or software platforms
limiting access to information to those who need it for business purposes
maintaining reasonable administrative, physical and technical safeguards.

However, no method of internet transmission or electronic storage is completely secure, and we cannot guarantee absolute security.

12. How long we keep personal information

We keep personal information for as long as reasonably necessary for the purposes for which it was collected, including:

responding to enquiries and managing customer relationships
maintaining business and job records
meeting tax, accounting, insurance and legal obligations
resolving disputes and enforcing our terms.

When personal information is no longer reasonably required, we may securely destroy it or de-identify it where appropriate.

13. Access to and correction of personal information

You may request access to personal information we hold about you, and you may ask us to correct personal information if you believe it is inaccurate, incomplete, out of date, irrelevant or misleading.

To request access or correction, please contact us using the details below. We may need to verify your identity before processing your request.

In some circumstances, we may decline access where permitted by law, but if we do so, we will explain the reason where required.

14. Complaints about privacy

If you have a complaint about how we have handled your personal information, please contact us using the details below and provide details of your concern.

We will review the complaint and respond within a reasonable time.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.

15. Third-party websites

Our website may contain links to third-party websites, services or platforms. We are not responsible for the privacy practices of those third parties, and you should review their privacy policies separately.

16. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, services, legal obligations or privacy practices.

The updated version will be published on our website with the revised effective date.

17. Contact us

If you have any questions about this Privacy Policy, would like to access or correct your personal information, or wish to make a privacy complaint, please contact us:

TOA SURFACE SOLUTIONS
TOA GROUP PTY LTD
ABN: 89 699 089 846
Email: info@toasurfacesolutions.com.au
Phone: 0401 230 843
Address: 416/93 Furlong Road, Cairnlea VIC 3023