MAID 2 CLEAN SYDNEY
Effective date: 1 September 2024 | Version 1.0
1. Introduction
“Maid 2 Clean Sydney” is a trading name of BGE Australia Pty Ltd (ABN 42 090 018 483) (“we”, “us” or “our”), which provides residential, commercial, strata, end-of-lease cleaning, lawn mowing, gardening and related property maintenance services across Australia under the Maid 2 Clean Sydney brand. We are committed to protecting the privacy of our customers, website visitors, employees, subcontractors and other individuals we deal with, and to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains what personal information we collect, why we collect it, how we use, store, disclose and protect it, and how you can access, correct or complain about the handling of your information. It applies to our website (maid2clean.com.au), our booking and quoting tools, and to all subcontractors and staff performing work on our behalf.
2. Personal Information We Collect
The type of information we collect depends on your relationship with us:
2.1 Customers and website users
- Name, phone number, email address and postal/service address
- Property access details (keys, codes, parking, pet or safety notes) needed to perform the service
- Billing details, payment information and transaction history (payments are processed by a third-party payment provider — we do not store full card numbers)
- Booking history, service preferences and communications with our team
- For occupational therapy (OT), insurance-related and or NDIS referrals: relevant referral details and, where provided, limited health or support information necessary to deliver the service safely. We only collect this sensitive information with your consent (or that of your representative) or as otherwise permitted by law, and handle it with the extra care the Australian Privacy Principles require for sensitive information
- Photographs or images taken at service sites (e.g. before/after job records, quality-assurance or incident documentation, and, unless you have opted out, for marketing and promotional purposes)
- Geo-location data, where collected via our booking, dispatch or job-tracking tools to confirm service arrival, completion or route
- Technical data from our website such as IP address, browser type, device information and pages visited, collected via cookies and analytics tools
2.2 Subcontractors and personnel
- Name, contact details, date of birth and residential address
- ABN, insurance certificates (public liability, workers compensation), police/working-with-vulnerable-people checks and other compliance documentation
- Bank details for payment purposes
- Vehicle and licence details where relevant to service delivery
- Performance, incident, complaint and quality-audit records
- Location or job-tracking data where a rostering or job-management app is used
3. How We Collect Personal Information
We collect personal information directly from you when you request a quote, make a booking, complete a form on our website, communicate with us by phone, email or chat, or enter into a subcontractor or employment agreement with us. We may also collect information from third parties such as referral partners (e.g. NDIS plan managers, OT providers, insurers), background-check providers, payment processors and publicly available sources, where reasonably necessary and lawful to do so.
4. Why We Collect, Hold and Use Personal Information
We collect and use personal information to:
- Provide quotes, schedule and deliver cleaning services
- Process payments and manage accounts, invoicing and debt recovery
- Communicate with customers about bookings, changes and service quality
- Verify subcontractor identity, qualifications, insurance and compliance before and during engagement
- Manage rostering, job allocation, payroll and performance of subcontractors and staff
- Comply with legal, tax, work health and safety, and insurance obligations
- Improve our website, services and marketing (including limited analytics, before-and-after photographs where you have not opted out, and, where you have consented, direct marketing)
- Investigate and respond to complaints, incidents or disputes
5. Disclosure of Personal Information
We only disclose personal information where reasonably necessary for the purposes above, or where required or authorised by law. We may disclose information to:
- Subcontractors who are providing cleaning, lawn mowing, garden and property maintenance personnel who need customer name, address and job details to perform a booked service
- Referral partners such as NDIS plan managers, support coordinators, OT providers or insurers, where the customer has requested or consented to the referral
- IT, hosting, payment processing, rostering and communications service providers who support our operations
- Background-check and insurance verification providers, for subcontractor onboarding
- Professional advisers, regulators or law enforcement, where required by law
- Related companies within the BGE Australia group (for example, if BGE Australia Pty Ltd operates other brands or business lines), for internal management and administrative purposes
- A buyer or prospective buyer, if we sell or restructure the business, subject to confidentiality protections
We do not sell personal information to third parties. Where any of the above service providers are located overseas (for example, cloud hosting), we take reasonable steps to ensure they handle personal information consistently with the APPs before disclosure occurs.
You may withdraw your consent to a particular disclosure of your personal information at any time by notifying our Privacy Officer in writing. This may affect our ability to provide certain services to you.
Subcontractors performing work on our behalf are separately bound by our Subcontractor Privacy and Data Handling obligations, issued as part of their subcontractor agreement, which govern how they may use and must protect customer personal information encountered in the course of a job.
6. Data Quality and Security
We take reasonable steps to ensure personal information we hold is accurate, complete and up to date, and to protect it from misuse, interference, loss, unauthorised access, modification or disclosure. These steps include access controls and role-based permissions on booking and job-management systems, secure storage of physical compliance documents, staff and subcontractor confidentiality obligations, and secure disposal or de-identification of information once it is no longer required.
No method of storage or transmission is completely secure. If we become aware of a data breach likely to result in serious harm, we will assess and, where required under the Notifiable Data Breaches scheme, notify affected individuals and the Office of the Australian Information Commissioner (OAIC).
7. Access and Correction
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 or misleading. We will respond within a reasonable period (generally within 30 days). We may need to verify your identity before providing access, and there may be circumstances in which access can lawfully be refused (for example, where it would unreasonably impact the privacy of others) if so, we will explain why.
8. Data Deletion
You may request that we delete personal information we hold about you by contacting our Privacy Officer using the details in Section 13. We will action reasonable deletion requests unless we are required or permitted by law to retain the information (for example, financial, tax, insurance or work health and safety records that must be kept for a minimum period), in which case we will explain why and delete the information once that period ends.
9. Cookies and Website Analytics
Our website may use cookies and similar technologies to remember preferences, understand how visitors use the site, and improve performance. You can control or disable cookies through your browser settings, though some website features may not function correctly if you do so. We may use analytics tools (e.g. Google Analytics) that collect aggregated, non-identifying usage data.
10. Direct Marketing
We may send you information about our services by email or SMS where you have provided your details for that purpose or have an existing customer relationship with us. You can opt out at any time using the unsubscribe link in our communications or by contacting us directly. We comply with the Spam Act 2003 (Cth) for all email and SMS marketing. If we would like to use before-and-after photographs of your completed service for marketing, you can opt out by telling us in writing before the service — see our Terms and Conditions for details.
11. Complaints
If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us using the details below. We will investigate and respond within a reasonable timeframe. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.
12. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website, with the effective date shown at the top of this document.
13. Contact Us
For privacy questions, access/correction requests or complaints, contact:
- Maid 2 Clean Sydney Privacy Officer
- Email: info@maid2clean.com.au
- Phone: 1800 953 880
- Postal address: PO Box 190 Ramsgate NSW 2217