Legal
Privacy Policy
AU SERVING PTY LTD trading as AuServin
1. About this policy
This Privacy Policy applies to AU SERVING PTY LTD (ABN 74 655 971 341), trading as AuServin (“AuServin”, “we”, “us” or “our”). It covers our website, enquiries, quotes, bookings, moving and cleaning services, utility connection assistance, insurance options and related customer support.
We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.
2. Information we collect
We may collect information that is reasonably necessary to respond to you or provide our services, including:
- your name, email address, telephone number and preferred contact details;
- pickup, delivery, residential, business or service addresses;
- the service, date and time you request;
- property access details, including stairs, lifts, driveways, bedrooms and bathrooms;
- information about furniture, oversized or fragile items, cleaning requirements and optional services;
- utility connection or insurance preferences when you request these services;
- quotes, agreements, invoices, payment status and service records;
- emails, messages, feedback, complaints and other communications; and
- website data such as your IP address, browser, device, pages viewed and cookie identifiers.
Please do not provide sensitive information unless it is genuinely required for a service or safety reason.
3. How we collect information
We usually collect information directly from you when you:
- submit a quote, booking or contact form;
- contact us by phone, email, SMS, social media or another channel;
- enter into a service agreement or make a payment;
- provide instructions before, during or after a service; or
- use our website.
We may also receive information from a person arranging a service for you, a referral partner, property manager, insurer, utility provider, payment provider or another party involved in delivering the requested service.
4. How we use information
We may use personal information to:
- respond to enquiries and prepare or update quotes;
- confirm bookings and provide moving, cleaning or related services;
- plan crews, vehicles, access, equipment, timing and safety requirements;
- process payments, invoices, refunds and business records;
- arrange requested utility connection or insurance services;
- send service updates, reminders and follow-up communications;
- manage incidents, claims, complaints and disputes;
- improve our website, services and customer experience;
- prevent fraud, spam, misuse or security threats; and
- meet legal, regulatory, accounting, taxation and insurance obligations.
5. Sharing information
We do not sell or rent personal information. We may share it only where reasonably necessary with:
- our employees, authorised contractors and service crews;
- website, hosting, CRM, cloud storage, communications, accounting and IT providers;
- payment processors and financial institutions;
- insurers, brokers, assessors or claims administrators;
- Movinghub® and relevant utility or telecommunications providers when you request a connection service;
- professional advisers, regulators, courts or government authorities; or
- another party with your consent, at your direction, or where required or authorised by law.
Third-party providers handle information under their own privacy policies.
6. Website, cookies and analytics
Our website may use cookies and similar technologies to operate forms, remember preferences, understand website usage, measure marketing performance and protect the site from spam or misuse.
The website uses tools including Google Tag Manager and Google reCAPTCHA. These services may collect technical information in accordance with their own terms and privacy policies. You can control or delete cookies through your browser settings, although some website functions may be affected.
7. Marketing communications
We may send service-related updates or marketing communications where permitted by law. You can opt out of marketing at any time by using an unsubscribe option, replying to the message or contacting us. Essential communications about an active quote, booking, payment or service may still be sent.
8. Storage, security and retention
We take reasonable steps to protect personal information from misuse, loss, interference and unauthorised access, modification or disclosure. These steps may include secure systems, access controls, password protection, HTTPS encryption and limiting access to authorised people.
Some service providers may store or process information outside Australia. The locations depend on the provider and its infrastructure. We retain information only for as long as reasonably necessary for the purpose for which it was collected, or as required by law, accounting, taxation, insurance or dispute-resolution obligations.
No electronic transmission or storage system is completely secure. Please contact us promptly if you believe information sent to or held by us may have been compromised.
9. Access, correction and deletion requests
You may contact us to request access to personal information we hold about you, ask us to correct inaccurate or outdated information, or request deletion where we are not required to retain the information. We may need to verify your identity before acting on a request.
We will respond within a reasonable time. In limited circumstances, the law may allow or require us to refuse a request. Where appropriate, we will explain the reason.
10. Complaints
Please contact us first if you have a privacy question or complaint. Provide enough detail for us to understand and investigate the issue. We will review the matter and respond within a reasonable time.
Where applicable, you may also contact the Office of the Australian Information Commissioner (OAIC) if you are not satisfied with our response.
11. Changes to this policy
We may update this policy when our services, systems or legal obligations change. The current version will be published on this page with the updated date shown above.
12. Contact us
For privacy questions, requests or complaints, contact:
AuServin
AU SERVING PTY LTD
ABN 74 655 971 341
22 Evesham Street, Moorooka QLD 4105
Email: contact@auservin.com.au
Phone: 1300 544 877