How we handle your personal information
1. Your privacy is important to us
We know that how we collect, use, exchange and protect your information is important to
you, and we value your trust. That's why protecting your information and being clear about
what we do with it is a vital part of our relationship with you.
website regularly as we update this policy from time to time.
2. About the Stain Buster Group
Stain Busters provide carpet cleaning and ancillary services to customers Australia wide.
3. Information we collect
Information we collect from you
We collect information about you and your interactions with us, for example when you
request or use our products or services, make a card purchase, phone us or visit any of
our websites. When you use our website or mobile applications we may collect information
about your location or activity including IP address, telephone number and whether you’ve
accessed third party sites. Some of this website information we collect using Cookies.
The information we collect from you may include your identity and contact details, other
personal details such as gender and household room configurations.
The Privacy Act also protects your sensitive information. If we need to obtain this type of
information, we will ask for your consent, except where otherwise permitted by law.
4. How do we use your information?
We collect and use your information so that we can:
- establish you as a customer of Stain Busters
- price and design our products and services
- administer our products and services
- manage our relationship with you
- contact you with updated service information
- advise you about other products or services that may be of interest to you.
We may also collect, use and exchange your information in other ways where permitted by
If you don’t want to receive direct marketing, you can tell us by contacting us and choosing
to opt out of any future direct marketing campaigns.
5. Who do we exchange your information with?
We exchange your information with other members of the Group, so that the Group may
adopt an integrated approach to its customers. Group members may use this information
for any of the purposes mentioned in section 4.
In general Stain Busters will not exchange your information with any third party unless
directed and where this is permitted by law.
Under 16s and special needs
If you are under 16 or have special needs, we may share your information with your parent
or legal guardian or any person appointed to manage your affairs.
6. Keeping your information secure
We keep your hard-copy or electronic records on our premises and systems or offsite
using trusted third parties. Our security safeguards include:
We train and remind our staff of their obligations with regard to your information.
When you transact with us on the internet via our website or mobile apps we encrypt data
sent from your computer to our systems. We have firewalls, intrusion detection systems
and virus scanning tools to protect against unauthorised persons and viruses accessing
our systems. We limit access by requiring use of passwords.
Destroying data when no longer required
Where practical, we keep information only for as long as required (for example, to meet
legal requirements or our internal needs).
7. Accessing, updating and correcting your information
Can I get access to my information?
You can ask for access to your basic customer information by calling us and we will
correct any information as directed. There is no fee for this service.
Updating or correcting your basic information
It’s important that we have your correct details, such as your current address and
telephone number. You can check or update your information by going online or phoning
8. Making a privacy complaint
We’re here to help
We accept that sometimes we can get things wrong. If you have a concern about your
privacy you have a right to make a complaint and we’ll do everything we can to put matters
How do I make a complaint?
To lodge a complaint, please get in touch with us. We’ll review your situation and try to
resolve it straight away.
How do we handle a complaint?
We acknowledge every complaint we receive and provide our name, a reference number
and contact details of the investigating officer. We keep you updated on the progress we’re
making towards fixing the problem.
Usually, it takes only a few days to resolve a complaint. However, if we’re unable to
provide a final response within 45 days we’ll contact you to explain why and discuss a
timeframe to resolve the complaint.
If you’re not satisfied with our handling of your matter, you can refer your complaint to
external dispute resolution. We suggest you do this only once you’ve first followed our
internal complaint processes set out above.
The Office of Fair Trading in your state or territory can assist as well as offer an
independent dispute resolution service.
9. How to contact us or find out more
For privacy related queries, access or correction requests, or complaints, or to
request a printed version of this policy
We aim to resolve your query or complaint at your first point of contact with us. You can
contact us via the website or by phoning us on 1300 078 246.
For more information about the Australian Privacy Principles and credit reporting
rules, visit: Office of the Australian Information Commissioner (privacy generally)