Privacy Policy

1. About this Privacy Policy

Simfield Services Pty Ltd (Simfield, we, us, or our) respects your privacy and is committed to handling personal information in a fair, transparent, and secure manner.

This Privacy Policy explains how we collect, hold, use, disclose, store, and protect personal information when you visit our website, submit an enquiry, join a membership or care plan, request service coordination, communicate with us, or otherwise engage with Simfield Services.

Simfield Services operates as a service coordination and management business. Trade work is carried out by appropriately licensed subcontractors, contractors, or service providers. This Privacy Policy applies to information handled by Simfield in connection with that coordination, management, communication, billing, customer service, and administrative function.

This policy has been prepared with reference to the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Spam Act 2003 (Cth), and general Australian privacy expectations for service businesses. Where Simfield is not legally required to comply with a particular requirement, we may still adopt privacy-conscious practices as a matter of business standard.

2. Who this policy applies to

This policy may apply to personal information relating to:

• homeowners, landlords, property owners, and prospective customers;
• property managers, real estate agencies, strata contacts, facilities managers, and agency staff;
• tenants, occupants, site contacts, and authorised representatives;
• members or subscribers of any Simfield membership, care plan, compliance package, or service access program;
• subcontractors, licensed trade professionals, contractors, suppliers, and applicants for onboarding;
• website visitors, form submitters, social media leads, email subscribers, and callers; and
• any person who communicates with us or whose information is provided to us in connection with a job, property, enquiry, complaint, payment, compliance request, or service booking.

3. What personal information we collect

The types of personal information we collect depend on how you interact with us. We only aim to collect information that is reasonably necessary for our business activities, service coordination, legal obligations, customer support, and operational management.

3.1 Customer, owner, landlord, and lead information

• name, business name, agency name, and role or position;
• phone number, email address, postal address, and service/property address;
• membership status, selected plan, subscription history, renewal status, and service entitlements;
• enquiry details, service needs, preferred booking times, access notes, and urgency level;
• billing details, invoice history, payment status, and transaction records;
• communications with us, including emails, SMS messages, form submissions, call notes, and support requests;
• feedback, complaints, reviews, survey responses, and satisfaction records.

3.2 Property, job, and service information

• property type, address, access instructions, site conditions, tenant/occupant details, and relevant notes;
• maintenance request details, job descriptions, reported issues, photos, videos, documents, and work order information;
• job attendance records, technician notes, completion reports, materials notes, compliance-related observations, and before-and-after images;
• information required to coordinate plumbing, electrical, maintenance, compliance, or related services through licensed subcontractors or service providers;
• information provided by property managers, real estate agencies, landlords, tenants, occupants, or authorised representatives.

3.3 Tenant and occupant information

Where we coordinate service attendance at a tenanted or occupied property, we may collect personal information about tenants or occupants, including name, phone number, email address, access availability, appointment preferences, property access notes, safety concerns, service feedback, and communication records. We generally collect this information to arrange access, communicate booking updates, coordinate service delivery, and confirm completion or satisfaction.

3.4 Subcontractor and supplier information

If you are a subcontractor, contractor, licensed trade professional, supplier, or onboarding applicant, we may collect information such as your name, contact details, business details, ABN, licence numbers, insurance documents, qualifications, bank or payment details, certificates, work history, job records, compliance documentation, communication records, and documents required to assess, onboard, manage, or pay you.

3.5 Website, analytics, and technical information

• IP address, device type, browser type, operating system, approximate location, referral source, and website usage data;
• pages viewed, forms started or submitted, buttons clicked, conversion events, session activity, and time spent on pages;
• cookies, tracking pixels, analytics identifiers, advertising identifiers, and similar technologies;
• information from social media platforms, advertising platforms, CRM systems, scheduling tools, payment systems, job management platforms, and automation platforms where you interact with us through those systems.

3.6 Sensitive information

We do not intentionally collect sensitive information unless it is reasonably necessary and you have consented, or the collection is required or authorised by law. Sensitive information may include health or safety information where relevant to attending a property safely, managing access, responding to a risk, or complying with legal obligations. If you provide sensitive information to us, you consent to us handling it for the purpose for which it was provided and any directly related purpose.

4. How we collect personal information

We may collect personal information directly from you or from third parties where it is lawful and practical to do so. This may include collection through:

• website forms, landing pages, enquiry forms, checkout pages, quote forms, and membership sign-up pages;
• phone calls, SMS, email, online chat, social media messages, and support channels;
• job requests, work orders, service bookings, property management systems, job management systems, and CRM records;
• property managers, real estate agencies, landlords, tenants, occupants, owners corporations, strata managers, facilities managers, or authorised representatives;
• subcontractors, technicians, suppliers, and service providers who provide job notes, reports, images, documents, or completion information;
• payment processors, subscription platforms, scheduling platforms, marketing platforms, analytics tools, and software integrations;
• publicly available sources, referrals, or third-party lead sources where permitted by law.

Where someone provides us with personal information about another person, they must only do so with appropriate authority or consent, and they must take reasonable steps to ensure the person is aware that their information has been provided to us.

5. Why we collect, use, and hold personal information

We may collect, use, and hold personal information for the following purposes:

• responding to enquiries, form submissions, quote requests, membership enquiries, and service requests;
• assessing eligibility for membership, onboarding members, administering care plans, and managing subscriptions or renewals;
• coordinating, scheduling, managing, and communicating about service attendance at properties;
• engaging appropriately licensed subcontractors, contractors, and service providers to perform trade work or related services;
• communicating with owners, landlords, property managers, tenants, occupants, subcontractors, and other relevant parties about job status, booking changes, access, delays, issues, completion, and feedback;
• processing payments, issuing invoices, managing billing, handling failed payments, and maintaining transaction records;
• maintaining job records, reports, photos, documents, notes, compliance-related records, and customer history;
• operating our website, CRM, automation systems, advertising campaigns, analytics tools, customer support systems, and internal business systems;
• sending service updates, account notices, renewal reminders, operational messages, customer satisfaction forms, and direct marketing where permitted;
• improving our services, training, quality control, fraud prevention, dispute handling, safety management, and business operations;
• complying with legal, regulatory, tax, insurance, accounting, licensing, consumer law, and dispute resolution obligations;
• protecting our rights, enforcing our agreements, preventing misuse, investigating complaints, and managing risk.

6. Direct marketing, SMS, email, and follow-up communication

We may use your contact details to send you service-related communication, account notices, membership reminders, renewal notices, booking updates, customer feedback requests, and operational messages.

Where permitted by law, we may also send marketing communications about Simfield services, membership offers, service updates, promotions, educational material, or related offers that may be relevant to you. This may occur by email, SMS, phone, social media, retargeting, or other digital channels.

You can opt out of marketing communications at any time by using the unsubscribe function, replying as instructed, or contacting us directly. Even if you opt out of marketing, we may still send important transactional or service-related communications where necessary to administer your account, membership, booking, payment, or legal obligations.

7. Cookies, analytics, pixels, and online tracking

Our website and landing pages may use cookies, pixels, tags, analytics tools, and similar technologies to operate the website, improve user experience, measure performance, understand visitor behaviour, support advertising, and track conversions.

These tools may collect technical information such as IP address, browser, device, page views, interactions, approximate location, referring pages, and conversion activity. We may use third-party services such as analytics providers, advertising platforms, CRM platforms, payment platforms, scheduling tools, or funnel/page platforms.

You can usually adjust your browser settings to refuse cookies or alert you when cookies are being used. Some website functions may not work properly if cookies are disabled.

8. Disclosure of personal information

We may disclose personal information where reasonably necessary for the purposes described in this policy. This may include disclosure to:

• appropriately licensed subcontractors, trade professionals, contractors, technicians, compliance providers, and service providers engaged to attend, assess, quote, perform, certify, report on, or assist with work at a property;
• property owners, landlords, tenants, occupants, property managers, real estate agencies, strata managers, facilities managers, or authorised representatives involved in a service request or property;
• payment processors, banks, subscription billing platforms, accounting platforms, debt recovery providers, and professional advisers;
• software providers, hosting providers, CRM platforms, job management platforms, automation providers, communication platforms, analytics providers, advertising platforms, and IT support providers;
• insurers, legal advisers, accountants, auditors, dispute resolution bodies, regulators, courts, tribunals, law enforcement, or government authorities where required or permitted by law;
• prospective purchasers, investors, advisers, or parties involved in a business restructure, merger, sale, acquisition, or due diligence process, subject to appropriate confidentiality arrangements.

We do not sell, rent, or trade personal information. We also do not provide personal information to third parties for them to independently market unrelated products or services unless you have consented or the disclosure is otherwise permitted by law.

9. Licensed subcontractors and trade service providers

Simfield may coordinate access to licensed subcontractors, licensed electrical contractors, licensed plumbing contractors, and other appropriately qualified service providers. Personal information may be shared with those parties where necessary to arrange attendance, confirm site details, communicate with occupants, complete records, issue reports, process payment, manage safety, or resolve service issues.

Subcontractors and service providers are expected to handle personal information securely, only use it for the purpose of the relevant job or engagement, and comply with their contractual, legal, privacy, and confidentiality obligations. Simfield is not responsible for independent misuse of personal information by a third party where that party acts outside Simfield's instructions or legal obligations, but we will take reasonable steps to address privacy concerns brought to our attention.

10. Overseas disclosure and cloud-based systems

Some of the software, cloud hosting, CRM, payment, email, analytics, automation, advertising, job management, file storage, or support providers we use may store or process information outside Australia or use overseas support teams. Countries may vary depending on the provider and their infrastructure.

Where practical, we take reasonable steps to use reputable providers and to ensure personal information is handled securely. By using our website, submitting forms, joining a membership, or engaging with our services, you acknowledge that your information may be stored or processed using cloud-based systems that may involve overseas infrastructure or support.

11. Data security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Measures may include access controls, password protection, user permission settings, secure software platforms, staff or contractor confidentiality obligations, system monitoring, secure file handling, and restricted access to operational systems.

However, no website, email, cloud system, SMS, internet transmission, or electronic storage method is completely secure. You should avoid sending highly sensitive information by unsecured channels unless necessary. If you believe your information has been compromised, contact us immediately.

12. Retention of personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including service delivery, membership administration, job records, accounting, tax, insurance, warranty, compliance, dispute resolution, legal, and business record purposes.

When information is no longer reasonably required, we may delete it, de-identify it, archive it, or securely destroy it, subject to legal, operational, insurance, and record-keeping requirements.

13. Accessing and correcting your personal information

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

We may need to verify your identity before responding. In some circumstances, we may refuse access or correction where permitted by law, such as where access would unreasonably affect another person's privacy, prejudice an investigation, reveal commercially sensitive information, or be unlawful. If we refuse a request, we will provide reasons where reasonable and lawful to do so.

14. Complaints and privacy concerns

If you have a privacy concern or complaint, please contact us using the details below. Please include your name, contact details, the nature of your concern, and any relevant information that may help us investigate.

We will aim to acknowledge and respond to privacy complaints within a reasonable timeframe. If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner (OAIC), depending on the nature of the issue and whether the Privacy Act applies.

15. Third-party websites and platforms

Our website, emails, SMS messages, advertisements, or social media content may contain links to third-party websites or platforms. We are not responsible for the privacy practices, security, content, or handling of personal information by third-party websites or platforms. You should review the relevant privacy policy before providing information to any third party.

16. Anonymity and pseudonymity

Where lawful and practical, you may deal with us anonymously or using a pseudonym. However, in most cases, we will need accurate personal, property, billing, and contact information to provide service coordination, arrange attendance, process memberships, communicate job updates, manage payments, and comply with our obligations.

17. Accuracy of information

You are responsible for ensuring that information you provide to us is accurate, current, and complete. If your contact details, property details, billing information, access notes, tenant details, or authorised representative details change, you should notify us promptly. Simfield is not responsible for delays, failed attendance, miscommunication, or service issues caused by inaccurate, incomplete, or outdated information provided to us or to a relevant third party.

18. Children and minors

Our services are not directed at children. We do not knowingly collect personal information from children unless it is provided by a parent, guardian, property manager, landlord, authorised representative, or another lawful source for a legitimate service-related purpose. If you believe a child has provided us with personal information without appropriate authority, please contact us.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, services, technology, legal requirements, or privacy practices. The updated version will be posted on our website with the effective date. Continued use of our website or services after publication of an updated policy indicates acceptance of the updated policy to the extent permitted by law.

20. Contact details

For privacy questions, access or correction requests, complaints, or opt-out requests, please contact:

Business	Simfield Services Pty Ltd
ABN/ACN	74 693 015 422
Email	Info@simfieldservices.com.au
Phone	07 4516 8059
Postal address	514 Christine Ave, Suite #1048, Robina, QLD 4226