Privacy policy

1.Who we are

Dr. Rubbish is a Melbourne rubbish removal business run by Dr. Rubbish Solution Pty Ltd (ABN 68 700 894 702), based in Armadale, Victoria. When this policy says "we", "us" or "our", it means Dr. Rubbish.

This policy covers the personal information we handle through our website (drrubbish.com.au), by phone, WhatsApp, email and text, and when our crew is on site. We handle it in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2.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 and email address.
• Job details: the address or pick-up location, what needs to go, access notes (such as stairs, parking or gate codes) and your preferred date and time.
• Photos and videos you send us so we can quote, and photos our crew takes before and after the job.
• Payment and invoice records: what you paid, when and how. We don't keep full card numbers.
• Messages and call records: your texts, emails and WhatsApp messages with us, and a record of calls.
• Website information: your IP address, device and browser type, the pages you visit and the buttons you click. See section 5.

If you only want a rough price, you don't have to give us your name. We will need a phone number or email to get back to you, and an address to book a job.

We don't ask for sensitive information such as health or financial details. If you mention something sensitive (for example, that you're clearing a home after a death in the family, or that a hoarding clean-up is involved), we only use it to do the job with care.

3.How we collect it

• From you: when you fill in the call-back form on our website, call us, message us on WhatsApp, email us, or talk to our crew on site.
• Automatically: when you use our website, through cookies and similar tools (see section 5).
• From someone acting for you: for example, a property manager, real estate agent, owners corporation manager, builder or family member who books a job at your property.

If you give us someone else's details (for example, a tenant who will let our crew in), please make sure they're happy for you to do so.

4.How we use it

We use your information to:

• call you back, give you a quote and answer your questions
• book the job, get our crew to the right place and do the work
• send invoices and receipts and take payment
• follow up if something goes wrong, and handle complaints
• see how our website and ads are working, and improve them
• keep our website free of spam and misuse
• meet our legal obligations, such as keeping tax records

Before and after photos. We sometimes show photos of our work on our website, in ads and on social media. We only use photos that don't show people, house numbers, street signs, car number plates or anything else that could identify you or your property. If you'd rather we didn't use photos of your job at all, just tell us.

We will never sell your personal information.

5.Our website and cookies

Cookies are small files a website saves in your browser. Our website, and the services below that run on it, use cookies and similar tools to work properly and to measure how people use it. This information doesn't usually tell us who you are.

To stop our call-back form being flooded with spam, our website also keeps a record of your IP address for about 15 minutes after you send the form, then deletes it.

You can block or delete cookies in your browser settings. The site will still work, but the form may not send if reCAPTCHA is blocked, in which case you can call or WhatsApp us instead. You can control the ads Google shows you at My Ad Center, and read how Google uses information from sites like ours at policies.google.com.

6.Who we share it with

We only share your information when it's needed to do the job or run our business, with:

• our crew and any contractors who help with your job
• businesses that provide services to us, such as our website host, email and phone providers, booking, accounting and payment software
• the Google, Trustindex and WhatsApp services described in section 5
• the person or business who booked the job for you, if someone booked it on your behalf
• our insurer, lawyers or accountants, if we need their advice
• government agencies or the police, when the law requires or allows it

We ask the businesses we work with to look after your information and use it only for the work they do for us.

7.Information stored overseas

Some of the services we use store information outside Australia. Google and WhatsApp (Meta) may store it in the United States and other countries, and Trustindex is based in the European Union.

8.Marketing messages

We may occasionally send you offers or reminders by SMS, WhatsApp or email if you've agreed to hear from us, or if you're an existing customer and the message relates to our services. Every marketing message tells you how to opt out, and you can also just reply "stop" or ask us directly.

9.Keeping it safe

We store your information in password-protected software and devices, and only people who need it for their work can see it. Messages from our website form are sent over a secure (HTTPS) connection.

We keep your information for as long as we need it for the job and to deal with any follow-up. We keep invoices and payment records for at least five years, as Australian tax law requires. After that, we delete or de-identify it.

If there's ever a data breach that's likely to cause you serious harm, we'll tell you as soon as we can and let you know what you can do about it.

10.Seeing or correcting your information

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it. Email hello@drrubbish.com.au and we'll reply within 30 days. There's no charge.

In a few cases we may not be able to delete everything straight away, for example invoices we have to keep for tax reasons. If so, we'll explain why.

11.Questions and complaints

If you have a question about this policy, or you think we've mishandled your information, please contact us first so we can put it right:

We'll acknowledge your complaint within 7 days and aim to resolve it within 30 days. If you're not happy with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

12.Changes to this policy

We may update this policy from time to time, for example if we start using a new service on our website. The latest version will always be on this page, with the date it was last updated at the top.