Privacy Policy

1. Introduction and our commitment

Raina Aus Group Pty Ltd (ABN 97 701 344 792) (“Raina Aus Group”, “we”, “us” or “our”) is committed to protecting the privacy and confidentiality of the personal information we hold. This Privacy Policy explains how we handle personal information in accordance with the Privacy Act 1988 (Cth) (the “Privacy Act”) and the thirteen Australian Privacy Principles (APPs) contained within it.

By accessing our website at https://rainaausgroup.site, contacting us, or engaging our services, you acknowledge that you have had the opportunity to read this policy. We may update this policy from time to time, and the current version will always be published on this page.

2. Information we collect

We only collect personal information that is reasonably necessary for one or more of our functions or activities. The types of personal information we may collect include:

• Identity and contact details — your name, residential or business address, email address, telephone number and, where relevant for service delivery, site access details.
• Enquiry and engagement details — information you provide when you submit a quote request, complete a contact form, or communicate with us by phone, email or in person, including details of the services you are interested in.
• Business and transactional details — for commercial clients, business names, Australian Business Numbers, job specifications, purchase orders, and records of the services we have provided.
• Billing information — details necessary to issue invoices and process payments. We do not store full credit card details on our systems.
• Website usage information — technical data such as IP address, browser type, device information and pages visited, collected through cookies and analytics tools.
• Employment and contractor enquiries — information contained in resumes and applications if you apply to work or subcontract with us.

We do not collect sensitive information (such as health information or information about racial or ethnic origin) unless it is reasonably necessary for our functions, you have consented, or the collection is required or authorised by law.

3. How we collect your information

Wherever practicable, we collect personal information directly from you. This may occur when you:

• submit a form on our website, including quote requests through our quote page or messages through our contact page;
• contact us by telephone, email or in person;
• engage us to provide services at your home or business premises;
• correspond with us on social media or through referral partners; or
• apply for a role or subcontract arrangement with us.

In some circumstances we may collect information about you from third parties, such as a property manager or builder who engages us on your behalf, or from publicly available sources, where it is unreasonable or impracticable to collect that information directly from you.

4. Why we collect and use your information

We collect, hold, use and disclose personal information for purposes including:

• providing, quoting for and administering our services;
• responding to your enquiries and requests;
• scheduling, delivering and following up on work at your property;
• issuing invoices, processing payments and maintaining accurate business records;
• managing our relationship with you, including feedback and follow-up;
• complying with our legal, regulatory, insurance and workplace health and safety obligations;
• improving our website, services and customer experience; and
• marketing our services to you, where you have consented or where permitted by law (see section 9).

If we receive personal information that we did not solicit and it is not reasonably necessary for our functions, we will destroy or de-identify that information as soon as practicable, provided it is lawful to do so.

5. Disclosure of your information

We respect the confidentiality of your personal information. We do not sell, rent or trade your personal information. We may disclose it only to:

• our directors, employees, subcontractors and agents who need the information to deliver our services to you;
• professional advisers such as our accountant, insurer or legal advisers;
• our technology and service providers who host our website, email, customer records or payment facilities;
• referrers or partners involved in the delivery of your engagement, where relevant; and
• government bodies, regulators or law enforcement agencies where required or authorised by law.

Any disclosure is limited to the minimum information necessary for the relevant purpose, and we take reasonable steps to ensure third parties handle your information in accordance with the APPs.

6. Overseas disclosure

Some of our third-party service providers, including cloud hosting, email and software providers, may store or process data on servers located outside Australia, such as in the United States or Singapore. Where personal information is likely to be disclosed to an overseas recipient, we take reasonable steps, in accordance with APP 8, to ensure that recipient does not breach the APPs in relation to that information.

7. Data quality, security and retention

We take all reasonable steps to ensure that the personal information we collect is accurate, complete, up to date and relevant. We also take reasonable steps to protect the information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. These measures include password protection, restricted access to records, secure storage and secure disposal practices.

We retain personal information only for as long as is reasonably necessary for the purposes for which it was collected, or as required by Australian law, including record-keeping obligations that apply to Australian businesses. Once information is no longer required, we take reasonable steps to destroy it or ensure it is de-identified.

8. Cookies and website analytics

Our website uses cookies and similar technologies to operate the site, remember your preferences and understand how visitors use our pages. Cookies are small files stored on your device by your browser. You can configure your browser to refuse cookies or to alert you when cookies are being used; however, some parts of the website may not function fully without them.

Analytics data collected through our website is used in aggregate form to improve site performance and content, and is not used to identify individual visitors except where reasonably necessary for security purposes.

9. Direct marketing and opt-out

We may use the personal information you provide to send you updates, offers or information about our services where you would reasonably expect this, where you have consented, and in accordance with the Spam Act 2003 (Cth). Every marketing communication we send will include a simple way to opt out, such as an unsubscribe link or instructions to reply with your request.

You may opt out of direct marketing at any time by contacting us at ceo@rainaausgroup.site. We will action your request promptly and free of charge. We do not use or disclose sensitive information for direct marketing purposes.

10. Access and correction

Under APP 12 and APP 13, you have the right to request access to the personal information we hold about you, and to request corrections to any information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details in section 14. We will respond within a reasonable period, generally within 30 days. We will give you access to the information in the manner you requested where it is reasonable and practicable to do so, or explain why an alternative arrangement has been made. In limited circumstances, we may refuse a request where permitted by the Privacy Act; if so, we will provide our reasons and information about how to complain. We do not charge a fee for making a request, although a reasonable charge may apply for providing a copy of the information.

11. Anonymity and pseudonymity

Wherever it is lawful and practicable, you have the option of dealing with us anonymously or using a pseudonym, for example when making a general enquiry about our services. However, in most cases we will need your name and contact details to provide a quote, schedule work, or communicate with you effectively.

12. Complaints and enquiries

If you believe we have breached the APPs or mishandled your personal information, we encourage you to raise the matter with us first. Please send your complaint in writing to ceo@rainaausgroup.site. Our privacy officer will acknowledge your complaint promptly, investigate the matter, and provide a written response, generally within 30 days.

If you are not satisfied with our response, or you prefer not to deal with us directly, you may contact the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Telephone: 1300 363 992

We treat all complaints seriously and will handle them confidentially and free of charge.

13. Changes to this policy

We may amend this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or the services we offer. The current version will always be available at this page, and the “Last updated” date at the top of this policy will be revised. Continued use of our website or services after an update constitutes acceptance of the revised policy. Related information about your use of our website is set out in our Terms of Use.

14. Contact our privacy officer

If you have any questions about this Privacy Policy, the personal information we hold about you, or how we manage privacy, please contact us:

• Business name: Raina Aus Group Pty Ltd
• ABN: 97 701 344 792
• Email: ceo@rainaausgroup.site
• Location: Perth, WA, Australia

For general enquiries or to request a quote for our services, please visit our contact page or our quote page, or learn more about us on our about page.