Introduction

Elite Restoration and Maintenance respects your privacy and is committed to protecting personal information we collect in the course of providing restoration services (including fire, water, mould, and specialised cleaning). This policy explains how we collect, use, disclose, store, and manage personal information.

Where applicable, Elite complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This includes situations where we perform work for government agencies, insurers, strata, commercial clients, or other organisations that require privacy compliance.

Collection of Information

We collect only personal information that is reasonably necessary to deliver restoration services, manage safety and access, coordinate technicians, provide quotes and invoices, and communicate with customers or authorised representatives.

Information we may collect includes:

• Name, address, phone number, email, and preferred contact details
• Job details (service type, access instructions, risks and hazards, scope notes)
• Photos, videos, moisture readings, and site notes used to assess damage and restoration progress
• Billing information, invoices, payment records, and claim-related references
• Insurance, strata, property manager, landlord/tenant contact details where authorised

We collect information by fair and lawful means, including from you directly, from your authorised representative (such as an insurer, broker, strata manager, property manager, or builder), and from information observed on-site during inspections and restoration works.

Use and Disclosure of Information

We use and disclose personal information for the primary purpose it was collected, including to:

• Provide quotes, schedule works, and deliver restoration services
• Manage job safety, compliance, and technician access
• Communicate about progress, approvals, variations, and service outcomes
• Invoice and process payments, and manage accounts
• Coordinate with third parties involved in the job (where relevant and authorised)

We may disclose information to third parties where reasonably necessary, such as:

• Insurance companies, assessors, builders, and repairers involved in the claim or repair pathway
• Property managers, landlords, tenants, strata managers, or building managers (as applicable)
• Specialist subcontractors (e.g., electricians, plumbers, hygienists, builders) assisting with the works
• IT, software, and communications service providers that support our business operations

We will not use personal information for unrelated purposes unless:

• you give express permission, or
• the use or disclosure is required or authorised by law, or
• we reasonably believe it is necessary to lessen or prevent a serious threat to life, health, or safety, or
• it is reasonably necessary for law enforcement or regulatory functions.

Restoration-Specific Data

Restoration services often involve documenting damage and site conditions. This may include photographs and notes that contain personal possessions or sensitive context (for example, damage inside bedrooms, bathrooms, or living areas).

Where practicable:

• We focus images and documentation on the affected areas and building elements relevant to the service.
• We collect only what is needed for restoration planning, compliance, and reporting (including insurer reporting where applicable).
• We limit access to job documentation to authorised staff and relevant third parties involved in the restoration pathway.

If biohazard, sewage, trauma, or contamination work is required, we take additional care to minimise collection and sharing of sensitive information, while still meeting safety and compliance needs.

Storage and Security

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure. Our measures may include:

• Restricted access to systems and job files (role-based access where applicable)
• Secure storage of electronic records and job documentation
• Staff training, confidentiality obligations, and non-disclosure requirements
• Secure disposal of information when it is no longer required, where practicable and lawful

Some information may be stored with third-party service providers (such as job management software, email, and cloud storage). Where we use service providers, we take reasonable steps to ensure appropriate safeguards are in place.

Access and Openness

You may request access to personal information we hold about you and ask us to correct it if it is inaccurate, out of date, incomplete, or misleading. We may need to verify your identity before processing requests.

In some cases, access may be limited where required or authorised by law (for example, where it would unreasonably impact another person’s privacy or relate to legal proceedings). If we cannot provide access, we will explain the reason where permitted.

If you have questions or concerns about this policy, you can contact Elite Restoration and Maintenance using our standard business contact channels.