The Better Choice Company

Privacy Policy

Melbourne’s Reliable Multi-Trade Company

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1. About this Privacy Policy

The Better Choice Company is committed to protecting personal information and managing it in an open and transparent way. This Privacy Policy explains how we collect, hold, use, disclose, secure, and allow access to personal information.

This Policy is prepared in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Where relevant, we also comply with the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth), and applicable Victorian laws.

2. Who we are

Legal entity: The Trustee for Pantazi Unit Trust

ABN: 84 279 323 939

We operate under the following trading names, which are divisions of the same legal entity:

• The Better Choice Company
• Better Choice Electrical
• Better Choice Property Services

Throughout this Policy, “Better Choice”, “the Company”, “we”, “our” and “us” refer collectively to the legal entity and its divisions.

This Policy applies to:

• thebetterchoice.co
• Any associated domains owned and operated under this business structure
• Any subdomains, landing pages, advertising pages and service websites operated under the Better Choice brands
• Any interaction with us by phone, SMS, email, in person, or through a third-party platform

3. Key definitions

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether recorded in a material form or not, as defined in section 6 of the Privacy Act 1988 (Cth).

Sensitive information is a sub-set of personal information that includes information about an individual’s health, racial or ethnic origin, political opinions, religious beliefs, sexual orientation, criminal record, and biometric information. We do not generally collect sensitive information, and where we do, we will only do so with consent and where reasonably necessary for our services.

4. Information we collect

The types of personal information we may collect include:

• Full name
• Phone number
• Email address
• Postal and property address
• Project details and scope information
• Budget information
• Photos, plans, drawings and documents you upload or send to us
• Records of communications with us (calls, emails, SMS, messaging apps)
• Website usage and analytics information (see Section 7)
• Payment-related information (we do not store full card details; payments are processed by third-party providers)

We will only collect personal information that is reasonably necessary for one or more of our functions or activities (APP 3).

5. Anonymity and pseudonymity

Where it is lawful and practicable, you have the option of dealing with us anonymously or under a pseudonym — for example, when making a general enquiry. However, for most of our services (such as preparing a quote, scheduling an inspection, issuing an invoice, or carrying out licensed electrical work) we will need to know who you are in order to deliver the service and meet our legal obligations.

6. How we collect information

We may collect personal information through:

• Our website enquiry and contact forms
• Phone calls, SMS and messaging apps
• Email correspondence
• On-site visits, inspections and quotes
• Advertising campaigns and landing pages
• Our customer relationship management (CRM) and job-management systems
• Cookies and analytics tools (see Section 7)
• Builders, strata managers, real estate agents, insurers and other third parties who engage us on your behalf

Where we collect personal information from a third party, we will, where reasonable, take steps to make you aware of the matters set out in APP 5 (including who we are, the purposes of collection, and how to access this Policy).

7. Website tracking, cookies and analytics

Our website uses cookies and similar technologies to:

• Operate and improve website performance
• Remember your preferences
• Measure advertising performance
• Understand visitor behaviour
• Support remarketing and audience-building
• Personalise website experiences

Managing your cookie preferences

Where required, our website displays a consent banner that allows you to:

• Accept all cookies
• Reject optional cookies
• Manage your preferences by category (e.g. analytics, advertising)

You can also disable cookies through your browser settings. Disabling cookies may affect the functionality of the website.

8. Third-party platforms and technologies

We use third-party platforms to operate our business and our website. These may include, but are not limited to:

• Google Ads
• Google Analytics
• Google Tag Manager
• Meta (Facebook / Instagram) Pixel
• Go High Level (CRM and marketing automation)
• ServiceM8 (job management)
• Email, SMS and telephony providers
• Cloud storage and document providers

Each of these providers manages personal information under its own privacy policy and terms. We encourage you to review their policies.

9. How we use your personal information

We use personal information for the primary purpose for which it was collected and for related secondary purposes that you would reasonably expect, including to:

• Respond to enquiries and provide information about our services
• Contact you by phone, SMS, email and messaging apps
• Schedule inspections, quotes and works
• Prepare and issue quotes, proposals, invoices and project updates
• Deliver electrical, carpentry, property maintenance and remedial works
• Meet our compliance and record-keeping obligations (including under electrical licensing and Work Health & Safety laws)
• Improve our website, marketing and service delivery
• Conduct advertising, remarketing and audience-building activities
• Send service updates and, where permitted, promotional communications

10. Direct marketing

In accordance with APP 7 and the Spam Act 2003 (Cth), we may use your contact details to send you marketing communications about our services where you have consented or where you would reasonably expect to receive such communications from us.

Every commercial electronic message we send will include a clear and functional unsubscribe option. You may also opt out at any time by:

• Replying “STOP” to an SMS
• Using the unsubscribe link in an email
• Contacting us using the details in Section 17

Telemarketing calls (if any) are conducted in accordance with the Do Not Call Register Act 2006 (Cth).

11. Disclosure of personal information

We may disclose personal information to:

• Our employees, apprentices and subcontractors who need it to perform their roles
• Licensed trades engaged to deliver part of your project
• Software, CRM, job-management, payment, accounting and cloud-storage providers
• Advertising and analytics platforms
• Insurers, lenders, builders, strata managers and real estate agents where relevant to a project
• Professional advisors such as lawyers and accountants
• Government agencies, regulators and law-enforcement bodies where required or authorised by law

We do not sell personal information.

12. Disclosure of personal information overseas

Some of the third-party providers we use store or process data outside Australia. In particular, providers such as Google, Meta, Go High Level and other cloud-based platforms may process data in the United States and other countries.

Where we disclose personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles your information in a manner consistent with the Australian Privacy Principles, except to the extent permitted by APP 8.2 (for example, where the recipient is subject to a substantially similar law, or where you have provided consent after being informed that APP 8.1 will no longer apply).

13. Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps include access controls, secure passwords, restricted physical access to records, and the use of reputable cloud providers.

We will retain personal information only for as long as it is needed for the purposes set out in this Policy or as required by law (for example, tax, electrical safety, building and contract record-keeping requirements). When personal information is no longer needed, we will take reasonable steps to destroy it or de-identify it.

14. Notifiable Data Breaches

If we become aware of a data breach that is likely to result in serious harm to any individual whose personal information is involved, we will assess the breach and, where required, notify the affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth).

15. Accessing and correcting your information

Under APP 12 and APP 13, you may request access to the personal information we hold about you and ask us to correct it if it is inaccurate, out-of-date, incomplete, irrelevant or misleading.

To make a request, contact us using the details in Section 17. We will respond within a reasonable period (generally within 30 days). There is no fee to make a request, although a reasonable cost-recovery charge may apply to providing access in certain circumstances. If we refuse access or correction, we will give you written reasons and information about how to complain.

16. Project photos, reviews and marketing

Unless we have agreed otherwise with you in writing, we may use the following for our website, social media, case studies, advertising and other marketing purposes:

• Photography of completed and in-progress work
• Before-and-after images of the property or site
• Customer reviews and testimonials you provide to us or post on public platforms

We will not intentionally publish images or information that identify you or your property without taking reasonable steps to obtain your consent. If you would prefer that we do not use images or testimonials from your project, please let us know in writing.

17. Contact us and complaints

If you have a question about this Policy, want to access or correct your personal information, or wish to make a complaint about how we have handled your personal information, please contact us:

We will acknowledge your complaint promptly and aim to respond substantively within 30 days. If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5288, Sydney NSW 2001

18. Children

Our services and website are not directed at children. We do not knowingly collect personal information from individuals under 16 years of age without the involvement of a parent or guardian. If you believe we hold information about a child that should not have been collected, please contact us.

19. Changes to this Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or other factors. The latest version will always be available on our website, and the effective date at the top of this Policy will be updated accordingly.

20. Governing law

This Privacy Policy is governed by the laws of Victoria, Australia, and the Privacy Act 1988 (Cth).

The Better Choice Company — Melbourne’s Reliable Multi-Trade Company