Privacy Policy

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

Introduction

Where applicable, Elite complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, including work for government agencies, insurers, strata, commercial clients, and other organisations that require privacy compliance.

Collection of information

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

• Name, address, phone, 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 progress;
• Billing information, invoices, payment records, and claim references;
• Insurance, strata, property-manager, and landlord/tenant contacts where authorised.

We collect by fair and lawful means, directly from you, from your authorised representative (insurer, broker, strata or property manager, builder), and from observations made on-site during inspections and 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 outcomes;
• Invoice, process payments, and manage accounts;
• Coordinate with authorised third parties involved in the job.

We may disclose information where reasonably necessary to:

• Insurers, assessors, builders, and repairers in the claim or repair pathway;
• Property managers, landlords, tenants, strata or building managers (as applicable);
• Specialist subcontractors (electricians, plumbers, hygienists, builders) assisting the works;
• IT, software, and communications providers that support our operations.

We will not use personal information for unrelated purposes unless you give express permission, it is required or authorised by law, 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 work often involves documenting damage and site conditions, which may include photographs and notes containing personal possessions or sensitive context (for example, 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 in the restoration pathway.

If biohazard, sewage, trauma, or contamination work is required, we take additional care to minimise the 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, and unauthorised access, modification, or disclosure, including:

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

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

Access and openness

You may request access to the 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 first. In some cases access may be limited where required or authorised by law (for example, where it would unreasonably affect another person's privacy or relate to legal proceedings); if we cannot provide access, we will explain why where permitted.

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