Privacy & Data Handling Policy

1. Introduction and Scope

1.1 About This Policy

WA Elite Services Pty Ltd (ABN 63 631 357 858), trading as URGENT Pro ("we", "us", "our", or "URGENT Pro"), is committed to protecting the privacy of your personal information. This Privacy & Data Handling Policy ("Policy") explains how we collect, hold, use, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1.2 Who This Policy Applies To

This Policy applies to all individuals who interact with URGENT Pro, including:

• Customers: individuals or entities who use our Platform to book Services
• Service Providers: independent contractors who provide Services through our Platform
• Website visitors: individuals who visit our website or use our digital platforms
• Prospective users: individuals who enquire about our services
• Business contacts: suppliers, partners, and other business contacts

1.3 URGENT Pro's Agency Model

URGENT Pro operates as an introductory agency, not as a service provider, employer, or labour hire company. We connect Customers with independent Service Providers who perform cleaning, gardening, handyman, pest control, removals, junk removal, and related services.

When you book through URGENT Pro, your contract for services is formed directly with the Service Provider. URGENT Pro acts as agent for Service Providers to facilitate bookings, collect payments, and handle administrative matters.

This agency model affects how we handle personal information: in particular, information must be shared between Customers and Service Providers to enable Services to be delivered.

1.4 Your Agreement to This Policy

By using our Platform, booking Services, registering as a Service Provider, or otherwise providing personal information to us, you acknowledge that you have read and understood this Policy and consent to the collection, use, and disclosure of your personal information as described herein.

If you do not agree with this Policy, please do not use our Platform or provide personal information to us.

2. What Personal Information We Collect

"Personal information" means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether recorded in material form or not.

2.1 Information from Customers

We may collect the following personal information from Customers:

• Name and contact details (email address, phone number, postal address)
• Service address and access information (gate codes, parking instructions, etc.)
• Payment information (credit/debit card details, billing address), processed securely through third-party payment providers
• Booking history, service preferences, and account settings
• Communications with us and Service Providers (messages, emails, call recordings where disclosed)
• Feedback, reviews, ratings, and complaints
• Any other information you choose to provide when using our services

2.2 Information from Service Providers

We may collect the following personal information from Service Providers:

• Full name, business name, and ABN
• Contact details (email address, phone number, business address)
• Bank account details for payment of earnings
• Insurance certificates (public liability, professional indemnity, workers' compensation)
• Licences, qualifications, and certifications (where required for specific services)
• Identity verification documents (driver's licence, passport)
• Police check results and working with children checks (where applicable)
• GST registration status and tax-related information
• Service history, ratings, reviews, and performance metrics
• Communications with us and Customers

2.3 Automatically Collected Information

When you use our Platform, we may automatically collect:

• IP address and device identifiers
• Browser type, version, and operating system
• Pages visited, time spent on pages, and navigation paths
• Referring website or source
• Date and time of access
• Location data (with your consent, where required)
• Cookies and similar tracking technologies (see Section 11)

2.4 Information from Third Parties

We may receive personal information from third parties, including:

• Identity verification services
• Background check providers (for Service Provider vetting)
• Payment processors (transaction confirmations)
• Analytics providers
• Marketing partners (with appropriate consents)

2.5 Sensitive Information

We generally do not collect sensitive information (such as health information, racial or ethnic origin, political opinions, religious beliefs, sexual orientation, or criminal records) unless:

• You have consented to the collection;
• The collection is required or authorised by law (e.g., police checks for Service Provider vetting);
• The collection is necessary to prevent a serious threat to life, health, or safety.

3. How We Collect Personal Information

3.1 Direct Collection

We collect personal information directly from you when you:

• Create an account on our Platform
• Make a booking or request a quote
• Register as a Service Provider
• Contact us with enquiries, feedback, or complaints
• Subscribe to our newsletter or marketing communications
• Participate in surveys, promotions, or competitions
• Communicate with us via phone, email, or messaging

3.2 Indirect Collection

We may collect personal information indirectly from:

• Third-party verification and background check services
• Payment processors and financial institutions
• Analytics and advertising partners
• Publicly available sources
• Other users of our Platform (e.g., reviews and ratings)

3.3 Cookies and Tracking

We use cookies and similar tracking technologies to collect information about your use of our Platform. See Section 11 for more details on cookies.

3.4 If You Don't Provide Information

If you choose not to provide certain personal information, we may not be able to:

• Process your booking or provide our services
• Register you as a Service Provider
• Respond to your enquiries or complaints
• Provide you with a personalised experience

4. Why We Collect, Hold, and Use Personal Information

We collect, hold, and use personal information for purposes that are reasonably necessary for our business functions and activities, including:

4.1 Providing Our Agency Services

• Facilitating bookings between Customers and Service Providers
• Processing payments and issuing invoices/receipts
• Communicating about bookings, services, and account matters
• Matching Customers with suitable Service Providers

4.2 Verification and Compliance

• Verifying the identity and credentials of Service Providers
• Conducting background checks where required or permitted
• Verifying insurance and licence documentation
• Complying with legal and regulatory obligations

4.3 Customer Support and Quality

• Handling complaints, disputes, and refund requests
• Responding to enquiries and providing customer support
• Improving our Platform and services
• Administering reviews, ratings, and feedback systems

4.4 Business Analytics and Improvement

• Analysing usage patterns and Platform performance
• Conducting research and development
• Improving our matching algorithms and service quality

4.5 Safety and Security

• Protecting against fraud, misuse, and illegal activity
• Ensuring the safety of Customers and Service Providers
• Enforcing our terms and conditions

4.6 Communications and Marketing

• Sending booking confirmations and service updates
• Sending marketing communications (with your consent)
• Providing information about new services and features

4.7 Legal Compliance

• Complying with applicable laws and regulations
• Responding to lawful requests from authorities
• Protecting our legal rights and interests

5. Who We Share Personal Information With

We may share your personal information with the following parties for the purposes described in this Policy:

5.1 Service Providers (for Customers)

When you book Services through URGENT Pro, we share necessary information with the assigned Service Provider to enable them to perform the Services. This includes:

• Your name and contact details
• Service address and access information
• Booking details and service requirements
• Any special instructions or requests you have provided

5.2 Customers (for Service Providers)

When a Service Provider is assigned to a booking, we share their business information with the Customer, including:

• Service Provider's name and ABN
• Contact details for service coordination
• Ratings and reviews (where applicable)

5.3 Payment Processors

We share payment information with our payment processing partners (such as Stripe, PayPal, or similar providers) to process transactions securely. These partners are bound by their own privacy policies and PCI-DSS compliance requirements.

5.4 Third-Party Service Providers

We may share information with third-party providers who help us operate our business:

• Cloud hosting and data storage providers (e.g., AWS, Google Cloud)
• Email and SMS communication services
• Customer support and help desk tools
• Analytics and marketing platforms
• Background check and identity verification providers
• Insurance providers (in the event of a claim)

5.5 Legal and Regulatory Disclosure

We may disclose personal information where:

• Required by law, court order, or government authority
• Necessary to protect our legal rights, safety, or property
• Necessary to prevent or investigate suspected illegal activity or fraud
• Necessary to protect the safety of any person

5.6 Business Transfers

In the event of a merger, acquisition, reorganisation, or sale of assets, your personal information may be transferred to the acquiring entity, subject to the same privacy protections.

5.7 With Your Consent

We may share your personal information with other parties where you have provided explicit consent.

6. Cross-Border Disclosure of Personal Information

Some of our third-party service providers may be located overseas or store data in overseas locations. This means your personal information may be disclosed to recipients in countries outside Australia, including but not limited to:

• United States: cloud hosting, analytics, and payment processing services
• Singapore: data centre and hosting services
• Ireland / European Union: certain cloud and analytics services

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the recipient does not breach the APPs, or that the recipient is subject to a law or binding scheme that provides substantially similar protection to the APPs.

By using our Platform and providing your personal information, you consent to this cross-border disclosure to the extent required to provide our services.

7. How We Store and Protect Personal Information

7.1 Storage

Personal information is stored on secure servers located in Australia and/or other jurisdictions with appropriate data protection standards. We use reputable cloud service providers with industry-standard security certifications.

7.2 Security Measures

We implement reasonable technical and organisational security measures to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure, including:

Technical measures:

• Encryption of data in transit (TLS/SSL) and at rest
• Secure authentication and access controls
• Firewalls and intrusion detection systems
• Regular security testing and vulnerability assessments
• Secure payment processing (PCI-DSS compliant providers)

Organisational measures:

• Staff training on data protection and privacy
• Access controls based on role and need-to-know
• Confidentiality obligations for staff and contractors
• Incident response procedures
• Regular review of security practices

7.3 Data Breach Response

In the event of a data breach that is likely to result in serious harm to individuals, we will comply with the Notifiable Data Breaches (NDB) scheme under the Privacy Act, including:

• Taking reasonable steps to contain the breach
• Assessing the risk of serious harm
• Notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required

7.4 Your Responsibilities

You are responsible for keeping your account login credentials secure and confidential. Please notify us immediately if you become aware of any unauthorised access to your account.

8. Data Retention

8.1 Retention Periods

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, to comply with legal obligations, and to resolve disputes. Typical retention periods are:

8.2 Deletion and De-identification

When personal information is no longer needed for any purpose for which it may be used or disclosed, we will take reasonable steps to destroy or de-identify it, unless we are required by law to retain it.

9. Your Rights Under the Privacy Act

9.1 Right to Access

You have the right to request access to the personal information we hold about you. To make an access request, please contact our Privacy Officer using the details in Section 15. We will respond to your request within a reasonable timeframe (usually within 30 days).

In some circumstances, we may refuse or limit access as permitted by the Privacy Act (for example, if providing access would unreasonably impact the privacy of others, or if the request is frivolous or vexatious).

9.2 Right to Correction

If you believe the personal information we hold about you is inaccurate, incomplete, out of date, irrelevant, or misleading, you have the right to request correction. You can update some information directly through your account settings, or contact us to request corrections.

9.3 Right to Complain

If you have a complaint about how we handle your personal information, please contact our Privacy Officer. We will investigate and respond within 30 days. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC). See Section 14 for complaint procedures.

9.4 Right to Opt Out of Marketing

You can opt out of receiving marketing communications from us at any time by:

• Clicking the "unsubscribe" link in marketing emails
• Updating your communication preferences in your account settings
• Contacting us at support@urgentpro.com.au

Opting out of marketing does not affect transactional or service-related communications about your bookings or account.

9.5 Right to Anonymity

You have the option of not identifying yourself, or using a pseudonym, when dealing with us, but only where it is lawful and practicable. Given the nature of our services (booking services at specific addresses), it is generally not practicable to provide our services anonymously.

10. Specific Provisions for Service Providers

If you are a Service Provider using our Platform, additional provisions apply to the handling of your personal information:

10.1 Verification Information

We collect and verify identity documents, insurance certificates, licences, and (where applicable) police check results to ensure compliance with our requirements and applicable laws. This information is stored securely and accessed only as necessary.

10.2 Performance and Ratings

We collect and display ratings, reviews, and performance metrics to help maintain service quality and assist Customers in selecting Service Providers. This information forms part of your public profile on the Platform.

10.3 Tax and Payment Information

We collect your ABN, GST status, and bank account details to process your earnings and comply with tax reporting requirements. We may be required to provide certain information to the Australian Taxation Office (ATO).

10.4 Deactivation Records

If your account is suspended or deactivated, we retain records relating to the reasons for deactivation to comply with our legal obligations and to support any appeals or disputes.

11. Cookies and Tracking Technologies

11.1 What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help the website remember your preferences, understand how you use the site, and provide a better experience.

11.2 Types of Cookies We Use

11.3 Third-Party Cookies

We may use third-party services (such as Google Analytics, Facebook Pixel, or similar) that place their own cookies on your device. These third parties have their own privacy policies governing the use of such cookies.

11.4 Managing Cookies

You can manage cookie preferences through your browser settings. Most browsers allow you to:

• View what cookies are stored on your device
• Delete some or all cookies
• Block third-party cookies
• Block all cookies (note: this may affect Platform functionality)

11.5 Do Not Track

Our Platform does not currently respond to "Do Not Track" browser signals. However, you can manage tracking through cookie settings as described above.

12. Third-Party Links and Services

Our Platform may contain links to third-party websites, applications, or services that are not owned or controlled by URGENT Pro. We are not responsible for the privacy practices of these third parties and encourage you to read their privacy policies before providing any personal information.

The inclusion of any link on our Platform does not imply endorsement, approval, or recommendation by URGENT Pro of the linked website or service.

13. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons.

When we make material changes to this Policy, we will:

• Post the updated Policy on our website with a new effective date
• Endeavour to notify you of material changes by email or through the Platform

Your continued use of our Platform after the effective date of any changes constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.

14. Privacy Complaints

14.1 Making a Complaint

If you believe we have breached the Privacy Act or handled your personal information inappropriately, you may lodge a complaint with us. Please contact our Privacy Officer at:

• Email: support@urgentpro.com.au
• Phone: 1300 105 453
• Mail: Privacy Officer, URGENT Pro, Perth WA

When lodging a complaint, please provide your name and contact details, a description of your complaint, and any supporting information.

14.2 Our Complaints Process

• We will acknowledge receipt of your complaint within 5 business days
• We will investigate your complaint and respond within 30 days
• If we need more time, we will let you know and provide a revised timeframe
• We will inform you of the outcome and any actions taken

14.3 Escalation to the OAIC

If you are not satisfied with our response, or if we do not respond within 30 days, you have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Post: GPO Box 5218, Sydney NSW 2001

15. Contact Us

If you have any questions about this Policy, wish to exercise your privacy rights, or have a privacy-related concern, please contact our Privacy Officer: