How we handle your information.
This policy explains what personal information J.A.H BuildGroup collects, why we need it, who we share it with, and how you can see, correct or delete it.
About this policy
J.A.H BuildGroup is a licensed builder based in Sydney, NSW. We look after bathroom and kitchen renovations, full-home renovations, granny flats and new builds.
This policy covers the personal information we collect through our website, our phone, email and social media channels, our advertising, and our work with clients. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
In this policy, “J.A.H BuildGroup”, “we”, “us” and “our” means [legal entity name], ABN [number].
What we collect
We only collect what we need. Depending on how you deal with us, that can include:
- Contact details
- Your name, phone number, email address, suburb and the address of the property.
- Project details
- The work you’re planning, your budget and timing, and any photos, plans, drawings or site details you send us or we record at a site visit.
- Client records
- Quotes, contracts, variations, progress notes and photos, invoices and payments, and warranty and insurance details.
- Messages
- Your calls, texts, emails and social media messages with us, and any reviews or feedback you give.
- Website and ad data
- Your IP address, device and browser type, the pages you visit and how you found us, including whether you came from one of our ads. See Cookies and analytics.
If you pay by card, your card details are processed by our payment provider. We don’t keep full card numbers.
Sensitive information
We don’t ask for sensitive information. Sometimes it’s relevant, for example if you tell us about a mobility need so we can design a bathroom around it. In that case we’ll only use it for your project, and only with your consent.
How we collect it
- From you, when you fill in our enquiry form, call, text or email us, message us on social media, or meet us on site.
- Through our ads. If you fill in an enquiry form inside a Facebook or Instagram ad, Meta passes the details you entered to us.
- Automatically, through cookies and similar tools when you use our website.
- From other people, such as someone who referred you, your architect, designer, agent or property manager, or council and certifier records for your property. If we collect your information this way, we’ll let you know unless it’s already obvious.
Staying anonymous
You can browse our website and ask general questions without telling us who you are. To quote, visit your site or build, we’ll need your name and contact details.
How we use it
We use your personal information to:
- Reply to your enquiry and arrange a site visit
- Prepare your quote, design and approvals
- Plan and deliver the work, including booking trades, ordering materials and keeping you updated
- Issue invoices, take payments and keep our accounts
- Handle warranty, defects and aftercare
- Meet our legal obligations, including licensing, insurance, tax and work health and safety
- Improve our website, services and advertising
- Send you updates or offers, if you’ve agreed to hear from us
We won’t use your information for anything unrelated that you wouldn’t reasonably expect, without asking you first.
Marketing and ads
We may send you the occasional email or text about our work, where you’ve agreed to it or, as a client, would reasonably expect it. Every message says who it’s from and gives you an easy way to opt out: use the unsubscribe link in an email, or reply STOP to a text. We follow the Spam Act 2003 (Cth).
We advertise on platforms such as Facebook, Instagram and Google, and they may show you our ads after you’ve visited our website. We may also give these platforms a scrambled (hashed) version of your email address or phone number, so they can show you relevant ads, or stop showing you ads once you’re a client. Hashing lets them match you to an existing account without us sending your details in readable form.
To opt out, tell us, or change the ad settings in your Facebook, Instagram or Google account.
Cookies and analytics
Cookies are small files your browser saves when you visit a website. Our website uses them to:
- Make the site and our enquiry form work properly
- Understand how people use the site, with tools such as Google Analytics
- Measure how our ads perform, with tools such as the Meta Pixel
These tools collect information like the pages you view and the device you use. They don’t tell us your name unless you give it to us.
You can block or delete cookies in your browser settings, though some parts of the site may not work as well. You can also opt out of Google Analytics with Google’s opt-out browser add-on.
Information stored overseas
Some of the services we use store information on servers outside Australia, mainly in the United States. These include our website and customer management platform (LeadConnector), Google and Meta. Their servers may also be in other countries.
Before we use a provider that stores information overseas, we take reasonable steps to make sure it protects personal information to a standard consistent with the Australian Privacy Principles.
Keeping it secure
We take reasonable steps to protect your information from misuse, loss and unauthorised access, change or disclosure. That includes password-protected systems, reputable providers with strong security, access limited to the people working on your project, and paper documents kept secure.
If a data breach is likely to cause you serious harm, we’ll tell you as soon as we can, explain what happened and what you can do, and notify the Office of the Australian Information Commissioner where the law requires it.
How long we keep it
- Enquiries that don’t go ahead
- Kept for up to two years in case you come back to us, then deleted.
- Client and project records
- Kept for at least seven years after your project is finished. Building warranties in NSW can run for up to six years under the Home Building Act 1989 (NSW), and tax records must be kept for five.
- Website and ad data
- Kept for the period set in each tool’s settings.
When we no longer need your information, we securely destroy it or remove anything that identifies you.
Automated decisions
We don’t use computer programs to make decisions about you that significantly affect your rights or interests. Your quote, and every decision about your project, is made by our team.
Advertising platforms such as Meta and Google use their own automated systems to choose which ads people see. Those systems don’t set your price or decide whether we’ll work with you.
Access, correction and deletion
- See your information. Ask us for a copy of the personal information we hold about you. We’ll respond within 30 days, and it costs nothing to ask.
- Correct it. If anything is wrong, out of date or incomplete, tell us and we’ll fix it.
- Delete it. Ask us to delete your information and we will, unless the law requires us to keep it, such as tax and warranty records.
We may need to confirm who you are before we act on a request. In the limited cases where the law lets us refuse, we’ll explain why in writing and tell you how to make a complaint.
Complaints
If you think we’ve mishandled your personal information, please tell us first, by phone or email, with as much detail as you can. We’ll acknowledge your complaint within five business days and aim to resolve it within 30 days.
If you’re not happy with our response, you can complain to the Office of the Australian Information Commissioner (OAIC).
- Website
- oaic.gov.au
- Phone
- 1300 363 992
Changes to this policy
We may update this policy from time to time, for example when the law changes or we start using a new service. The latest version will always be on this page, with the date it was last updated at the top.
Questions about your information
For a privacy question, a request or a complaint, get in touch. If you email, please put “Privacy” in the subject line.
0414 150 695 [email protected]