HOME LIFT SYDNEY PRIVACY POLICY

Home Lift Sydney ("Home Lift Sydney", "we", "us" or "our") respects your privacy and is committed to handling personal information responsibly and transparently.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you interact with Home Lift Sydney, including through our website, customer enquiries, quotations, projects, service activities, client portal, HLS Hub, Facebook, Instagram and other communication channels.

We aim to handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

1. Information We May Collect

Depending on how you interact with us, we may collect information including:

• Your name
• Email address
• Telephone number
• Residential, project or business address
• Suburb and location details relevant to a project
• Business or company name
• Whether you are a homeowner, builder, architect, building designer or other contact
• Information about a proposed lift project, including the number of levels, building type, project stage and expected timing
• Building plans, drawings, photographs and documents you choose to provide
• Lift selections, specifications and project preferences
• Quotations, tenders, contracts, project communications and service records
• Messages and comments sent to Home Lift Sydney through Facebook, Instagram, our website or other communication channels
• Information you provide during telephone calls, enquiries or appointments
• Website usage and technical information such as browser, device, IP address and website interaction data where collected by our website or analytics providers
• Records relating to customer service, maintenance, installation and after-sales support

We generally do not seek to collect sensitive information unless it is reasonably necessary for a particular purpose and permitted by law.

2. How We Collect Information

We may collect personal information:

• Directly from you
• Through our website and online forms
• Through the HLS Hub and client portal
• Through email, telephone calls or face-to-face communications
• Through Facebook, Instagram and other social media platforms
• When you comment on, message or otherwise interact with a Home Lift Sydney social media account
• From builders, architects, designers or other people involved with your project
• From publicly available business information where relevant to legitimate business development activities
• Through service providers that assist us in operating our business and technology systems

Where practical, you may make a general enquiry without providing more personal information than is reasonably necessary.

3. Why We Collect and Use Personal Information

We may collect, hold and use personal information to:

• Respond to enquiries
• Provide information about our lifts, products and services
• Prepare quotations, tenders and proposals
• Assess the requirements of a proposed lift project
• Communicate with homeowners, builders, architects, designers and other project participants
• Arrange showroom visits, site visits, installations, servicing and maintenance
• Manage customer projects and lift selections
• Operate the HLS Hub and client portal
• Maintain customer, project and service records
• Provide customer support and after-sales service
• Respond to Facebook and Instagram messages and comments
• Generate draft responses and assist our staff with customer communications
• Create and manage social media content
• Manage sales enquiries and our sales pipeline
• Improve our website, systems, products and services
• Carry out legitimate business administration, record keeping, security and compliance activities
• Send relevant business or marketing communications where permitted by law

You may ask us to stop sending marketing communications at any time.

4. Facebook, Instagram and Meta Services

Home Lift Sydney uses Facebook and Instagram to communicate with customers and prospective customers.

If you send Home Lift Sydney a direct message, comment on our content or otherwise interact with our Facebook or Instagram accounts, information associated with that interaction may be received by Home Lift Sydney and stored in our business systems.

This may include:

• Your social media username or account identifier
• Your display name
• The content of messages or comments
• Information that you voluntarily provide during the conversation
• References to the relevant social media post or conversation

We use this information to respond to enquiries, provide customer service, qualify legitimate sales enquiries and maintain an appropriate history of our communications.

Your use of Facebook and Instagram is also subject to Meta's own terms and privacy policies.

5. AI-Assisted Communications

Home Lift Sydney may use artificial intelligence tools to assist our staff with communications and administrative work.

For example, our systems may use AI to:

• Draft a response to a Facebook or Instagram enquiry
• Summarise a conversation
• Suggest appropriate follow-up questions
• Help identify the general type of enquiry
• Assist with social media post wording
• Assist with internal documents and workflow tasks

Our social media AI receptionist may draft communications from the perspective of a Home Lift Sydney team member, currently Rebecca.

AI-generated drafts may use information contained in the relevant enquiry or conversation so the response can be relevant and avoid repeatedly asking for information already provided.

Home Lift Sydney currently uses Google's Gemini API for some AI-assisted functions.

AI assistance does not replace human judgement for matters requiring technical, contractual, safety, complaint, pricing-negotiation or other significant decisions. Our system is designed to escalate such matters to an appropriate member of the Home Lift Sydney team.

We do not intentionally use AI to make decisions that have a significant legal or similarly significant effect on an individual without appropriate human involvement.

6. HLS Hub and Client Portal

Home Lift Sydney operates internal business software known as the HLS Hub.

Information stored or processed through the HLS Hub may include:

• Customer and prospect details
• Project details
• Lift specifications and selections
• Quotations and tender information
• Communications
• Appointments and project milestones
• Service and maintenance information
• Documents and drawings
• Social media enquiries
• Internal workflow and administration records

Access to HLS Hub information is restricted according to user roles and business requirements.

7. Disclosure to Service Providers

We may use third-party service providers to operate our business and technology systems.

These may include providers of:

• Website hosting
• Database and cloud infrastructure
• Email services
• Customer communication services
• Social media platforms
• Artificial intelligence services
• Analytics
• Mapping
• File storage
• Authentication and security
• Business administration software

We may disclose information to these providers only where reasonably necessary for them to provide services to us or where otherwise permitted or required by law.

Our current technology providers may include Meta, Google and Supabase.

8. Overseas Processing

Some of the technology and cloud services used by Home Lift Sydney are operated by organisations located outside Australia or use infrastructure in multiple countries.

As a result, personal information may in some circumstances be processed or stored outside Australia, including in the United States and other countries in which our technology providers or their infrastructure operate.

Where required, we take reasonable steps to ensure personal information is handled appropriately when using overseas service providers.

9. Security

Home Lift Sydney takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Security measures may include:

• Controlled user access
• Authentication
• Role-based permissions
• Secure cloud infrastructure
• Restricted administrative access
• Audit and activity records
• Appropriate technical and organisational safeguards

No internet-connected system can be guaranteed to be completely secure.

10. Retention

We retain personal information for as long as reasonably required for the purpose for which it was collected, for legitimate business and record-keeping requirements, and where required by law.

Information that is no longer required may be deleted, securely destroyed or de-identified where appropriate and subject to applicable legal and operational requirements.

11. Access and Correction

You may request access to personal information Home Lift Sydney holds about you or ask us to correct information that is inaccurate, out of date, incomplete or misleading.

To make a request, contact:

Please provide enough information for us to identify the relevant records and understand your request.

We may need to verify your identity before providing access to personal information.

12. Requesting Deletion of Your Data

You may ask Home Lift Sydney to delete personal information associated with you, including information received through Facebook or Instagram.

To request deletion, email:

Please include enough information for us to identify the relevant account or records, such as your name, email address and, where relevant, Facebook or Instagram username.

We may need to verify your identity before processing a deletion request.

We will delete or de-identify information where reasonably possible, subject to information we are required or permitted to retain for legal, contractual, safety, accounting, dispute-resolution or legitimate business record-keeping purposes.

13. Marketing and Business Communications

Home Lift Sydney may contact existing or prospective customers and relevant industry participants about our services where permitted by law.

You may request that we stop sending marketing communications at any time by using an unsubscribe option where provided or contacting us at:

14. Cookies and Website Analytics

Our website may use cookies and similar technologies to operate website features, understand website usage, improve performance and measure marketing activity.

Information collected through these technologies may include device, browser, IP address, referral and website interaction information.

Browser settings can generally be used to restrict or delete cookies, although doing so may affect some website functionality.

15. Third-Party Links

Our website and communications may contain links to third-party websites or services.

Home Lift Sydney is not responsible for the privacy practices of third-party websites, and you should review their privacy policies before providing personal information.

16. Privacy Complaints

If you have a concern about how Home Lift Sydney has handled your personal information, please contact us at:

Please describe the issue and provide any relevant details.

We will review privacy complaints and aim to respond within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies to the matter, you may be able to contact the Office of the Australian Information Commissioner at www.oaic.gov.au.

17. Changes to This Policy

We may update this Privacy Policy when our business practices, technology, legal obligations or services change.

The current version will be published on the Home Lift Sydney website with the date it was last updated.

18. Contact

For privacy questions, access or correction requests, data deletion requests or complaints, contact: