Privacy Policy

1. Who we are

Leaky Roof Pty Ltd (ABN 99 619 565 614, ACT Builders Licence No. 2024368) provides roofing services in the Australian Capital Territory and the immediately surrounding region. This policy explains how we handle personal information in connection with those services and our website, leakyroof.com.au.

2. How the Privacy Act applies to us

Leaky Roof handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) to the extent they apply to us. We also choose to follow comparable privacy standards as a matter of business practice, whether or not we are strictly required to.

You can read more about the APPs at the Office of the Australian Information Commissioner (OAIC), oaic.gov.au.

3. What we collect, and where it comes from

Most information comes directly from you - when you book, call, email, fill in a form, or speak to us on site. Some comes from other sources, and we say so below.

Contact and identity

• Name, phone number, email address
• Postal, residential or property address
• Whether you are the owner, a tenant, or acting as an agent (for example a property manager)

Property information

• Property address, suburb and postcode
• Roof type, age, condition and defects identified
• Photographs and video of your roof, gutters, roof space and related structures, taken for quoting, safety, progress, quality control, completion evidence and warranty purposes
• Inspection reports, measurements and site notes

Phone calls - recorded and transcribed

Calls to and from our office line are recorded, and many are automatically transcribed so we have an accurate record of what was agreed. Recordings and transcripts are stored against your customer record and used for service delivery, quoting accuracy, training, quality and dispute resolution. You will be told at the start of a call that it is being recorded. If you would prefer not to be recorded, tell us and we will make other arrangements, such as continuing by email. Calls made to or from a team member's personal mobile are not recorded.

Transaction information

• Quotes, accepted quotes, invoices, payments and refunds
• Roof Care subscription records, including the property covered
• Evidence of your acceptance of our terms - which version you were shown, the exact wording, the price displayed and the time you accepted
• Workmanship, completion and guarantee records

We do not store your full card number. Card details are entered directly with our payment processor (Stripe) and we receive only a payment result and the last four digits.

Website and device information

• Pages viewed, referring site, approximate location and device type
• Cookies and similar identifiers (see section 8)

4. Why we use it

• To quote for, schedule and carry out roofing work
• To take payment and issue invoices and receipts
• To administer Roof Care subscriptions and their benefits
• To communicate with you about a job, booking or enquiry
• To meet safety, building, insurance and record-keeping obligations
• To administer guarantees and handle warranty claims
• To resolve disputes and keep evidence of what was agreed
• To improve our service, pricing accuracy and website
• To measure and improve our advertising (see section 8 - you can opt out)

5. Service providers we share it with

We use the following providers to run the business. They may access personal information only to provide their service to us. Some store or process information outside Australia, which we have identified below.

We may also disclose personal information to subcontractors and tradespeople performing your work (limited to what they need - typically the address and the scope), to insurers, certifiers, engineers or building surveyors where your job requires it, to our professional advisers, and where required or authorised by law.

We do not sell your personal information.

6. Overseas storage and processing

As the table above shows, several of our providers store or process information overseas - principally in the United States, and in some cases the European Union or other countries where those providers operate infrastructure. Our core customer database is hosted in Australia. Where information is handled overseas we take reasonable steps to ensure it is handled consistently with this policy, but overseas providers may be subject to foreign laws that differ from Australian law.

7. Photographs of your property

We photograph roofs as a normal part of doing the work - to quote accurately, to record what a roof looked like before and after, to evidence safety and quality, and to support any later warranty claim. These photographs are kept with your job record.

Using a photograph publicly is a separate matter. We will not use images of your property in advertising, on our website or on social media unless you have separately agreed to it. That consent is optional, is not a condition of us doing your work, and you can withdraw it at any time by emailing us - although we may not be able to recall material already printed or distributed.

8. Cookies, analytics and advertising

Our website uses cookies and similar technologies for it to function, to understand how the site is used, and to measure advertising. We currently use Google Analytics, Google Tag Manager, Google Ads and the Meta (Facebook) pixel.

To measure which advertising actually produces work, we may share a hashed version of your email address or phone number with advertising platforms, together with the value of a completed job. Hashing converts the value into a fixed-length code and we do not send the plain address itself.

We want to be straightforward about what this does and does not achieve. Hashing is not encryption, and it does not make the data anonymous. The platform hashes the contact details it already holds in the same way and looks for a match - matching you is the purpose of sending it. It means we do not hand over a readable list of our customers; it does not mean you cannot be identified.

You can opt out. Most browsers let you block or delete cookies, Google provides an opt-out at tools.google.com/dlpage/gaoptout, and Meta offers ad preference controls in your account settings. Blocking cookies may affect how parts of the site work.

9. Security

We take reasonable steps to protect personal information, including:

• HTTPS on all website pages
• Individual staff logins with role-based access, so staff see only what their job requires
• Multi-factor authentication on privileged accounts
• Access logging and audit records for sensitive actions
• Reputable providers with their own security programs

No system is completely secure. If a data breach occurs that is likely to cause you serious harm, we will notify you and the OAIC where the Notifiable Data Breaches scheme requires it.

10. How long we keep it

We keep personal information only while we reasonably need it, or while the law requires us to.

The 7-year and 17-year periods are our own risk-management settings, not fixed statutory periods. We hold workmanship records well beyond our guarantee because building-related claims can be brought long after the work is finished, and the records protect you as much as us.

11. Access, correction and deletion

You can ask us to:

• tell you what personal information we hold about you;
• give you a copy of it;
• correct anything that is wrong, out of date or incomplete;
• stop sending you marketing messages;
• delete information we no longer need.

We will respond within a reasonable time, normally within 30 days, and we do not charge for a straightforward request.

On deletion, honestly: we cannot promise to erase everything on request. Where we are required to keep records - tax records, building and safety records, evidence of what was agreed, or information relevant to an actual or possible claim - we will keep them for the periods in section 10 and restrict access instead. We will always tell you what we are keeping and why.

12. Complaints

If you think we have mishandled your personal information, contact us first at info@leakyroof.com.au with the subject line PRIVACY, or call (02) 5133 5608. We will acknowledge your complaint promptly and aim to resolve it within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

13. Changes to this policy

We update this policy when our systems or practices change. The version and date at the top tell you which version you are reading, and we keep earlier versions. Where a change materially affects how we handle information we already hold about you, we will take reasonable steps to bring it to your attention. This policy describes our practices - it is not a contract, and simply continuing to use our website does not create one.

14. Contact us

Leaky Roof Pty Ltd
ABN 99 619 565 614
Kambah, ACT 2902

Email: info@leakyroof.com.au
Phone: (02) 5133 5608

See also our General Terms, Commercial Terms and Roof Care Package Terms.