Legal
Privacy Policy
1. Introduction
This policy applies to retainingwalltoowoomba.com.au (the site), which accepts retaining-wall enquiries from property owners across Toowoomba and the wider Darling Downs and may introduce them to independent providers.
This policy explains what personal information is collected through the site, how it is used and shared, and how to make a privacy request. If you have any questions, please contact jobs@retainingwalltoowoomba.com.au.
2. Information We Collect
We collect personal information that you provide directly to us through our website. This includes:
- Lead enquiry forms (hero form, contact form, quote modal): your name, phone number, email address, and any details you choose to share about your retaining wall project, such as wall height, length, material preference, and site notes.
- AI concierge widget (if you engage with it): chat transcripts, any contact details you provide during the conversation, and basic metadata such as the page you were on when you started the chat.
- Automatic technical data: anonymised analytics such as page visits, browser type, referring website, and approximate location at city level. We use this only to understand how the site is being used.
3. How We Use Your Information
We use the personal information we collect to:
- Respond to your enquiry and arrange a free on-site assessment and quote.
- Pass your enquiry to one or more network builders so they can prepare a quote for your job.
- Follow up with you about your enquiry, including answering questions and confirming appointments.
- Improve our website, our service area coverage, and the quality of our network.
- Meet our legal and record-keeping obligations.
4. Sharing Your Information
We share the personal information you submit with the network builder or builders best matched to your job, so they can contact you and prepare a quote. We use your information for the purpose of your enquiry, including providing it to independent contractors and businesses that offer services related to your enquiry. By submitting an enquiry, you consent to being contacted about it. We or our partners may also contact you about related products and services. You can opt out of these messages at any time by using the unsubscribe link in a message or by emailing us at jobs@retainingwalltoowoomba.com.au.
We also use the following service providers to deliver and maintain the website:
- GoHighLevel (HighLevel Inc.): customer relationship management and lead routing.
- Hosting and email infrastructure providers: to deliver the site and route messages from your enquiry to our team and network builders.
- Analytics provider: to measure traffic in aggregate. Analytics data is processed in a way that does not identify individual visitors.
These providers only process your information on our behalf and under contract. They are not permitted to use it for their own purposes.
5. AI-Powered Concierge
This site uses an AI-powered concierge widget to handle initial enquiries via text chat. When you interact with the concierge, the following data may be collected and processed:
- Chat transcripts (text).
- Any contact details you provide so we can place a callback or email reply.
- Metadata such as time of contact, IP address, browser type, and the page you were on when the conversation began.
We use the following third-party AI vendors to deliver the concierge experience:
- ElevenLabs, for conversational AI and (where enabled) voice synthesis. Privacy policy.
- Vapi, for voice orchestration when voice features are enabled. Privacy policy.
Conversation data is retained for up to 90 days for quality and compliance review, after which it is deleted or anonymised. You may request deletion of your conversation data at any time by contacting us at the email address listed in this policy. You can also decline the AI concierge by simply not engaging with the widget and submitting an enquiry through the standard form instead.
Data is processed in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
6. Cookies and Analytics
Our website uses a small number of cookies and similar technologies. These include essential cookies that make the site work, and analytics cookies that help us understand how visitors use the site. Analytics data is collected in aggregate and does not identify you personally.
You can block or delete cookies through your browser settings. Disabling cookies may affect how parts of the site work, such as the quote modal and the AI concierge.
7. Data Retention
We keep your enquiry information for as long as is reasonably necessary to respond to your enquiry, share it with the matched network builder, and meet our record-keeping obligations. AI concierge transcripts are kept for up to 90 days unless we are required to retain them for longer for legal reasons.
You can ask us to delete your information at any time by emailing jobs@retainingwalltoowoomba.com.au. We will action reasonable requests subject to any legal obligation to keep records.
8. Your Rights
Under the Australian Privacy Principles, you have the right to:
- Access your personal information (APP 12): you can ask us for a copy of the personal information we hold about you.
- Correct your personal information (APP 13): if any information we hold about you is inaccurate, out of date, or incomplete, you can ask us to correct it.
- Withdraw your enquiry: you can ask us to delete your enquiry and contact details at any time.
- Make a privacy complaint: if you believe we have not handled your personal information appropriately, you can contact us first. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.
9. Security
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. This includes encrypted transmission over HTTPS, access controls on our customer relationship system, and contractual protections with our service providers.
10. Changes to This Policy
We may update this privacy policy from time to time. When we do, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically.
11. Contact
For any questions about this privacy policy, or to make a privacy request, please email jobs@retainingwalltoowoomba.com.au.
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