Privacy Policy

CoatPro Pty Ltd (ABN 21 681 094 057) (CoatPro, we, us) respects your privacy. This Privacy 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). It applies to personal information we collect through coatpro.com.au and its subdomains, our online estimate tools and quote pages, and when you deal with us by phone, email, SMS, social media or in person.

1. Personal Information We Collect

Depending on how you deal with us, we may collect:

• Contact and identity details: your name, phone number, email address, postal address, and business name and ABN where relevant
• Property and project details: the property address, site photos and videos, measurements, access and site notes, and descriptions of the work you want
• Quote and contract records: Quotes, variations, and records of how you accepted a Quote, including the name you entered, your signature, the date and time, your IP address, and device and browser details
• Payment and account information: invoices, payments, amounts owing, and remitter and bank account details that appear on payments or remittances you send us. Where card payments are available, they are processed by our payment provider and we do not store full card numbers
• Credit and recovery information: information about amounts overdue, guarantees given for a business account, and correspondence relating to recovery of unpaid amounts
• Communications: emails, SMS messages, social media messages, notes of calls and, where calls are recorded, call recordings
• Website and device information: IP address, browser and device type, pages visited, referring page, advertising click identifiers, cookie identifiers, and recordings of how you interact with our pages
• Job applicant information: resumes, work history, licences, tickets, qualifications and referee details

We do not ask for sensitive information (such as health information) unless it is necessary, for example where you tell us about a health or accessibility matter relevant to access to your site. We only collect it with your consent and use it only for that purpose.

You can browse the Website without telling us who you are. However, we need your name, contact details and property address to provide an estimate, Quote or service.

2. How We Collect It

• directly from you, when you complete a form, calculator or estimate wizard, book an inspection, accept a Quote, call, email, message us, or speak with our team on site
• automatically, through cookies, pixels and similar technologies when you use the Website or click on our ads
• from third parties, including builders, property managers, strata managers and others who refer work to us or arrange work on your behalf, advertising and lead platforms, publicly available sources (such as ABN, ASIC and property title records), and debt collection agencies

If we receive personal information we did not ask for and do not need, we will destroy or de-identify it where lawful and reasonable to do so.

3. How We Use It

We collect, hold and use personal information to:

• respond to enquiries, prepare estimates and Quotes, and follow up on Quotes we have sent
• schedule, plan and carry out work, and communicate with you about your project
• issue invoices, receive and match payments, and provide warranty service
• recover unpaid amounts and enforce our rights under our Quote Terms, including any security or guarantee
• keep accurate records of the work we do and of how our Quotes were accepted
• send you marketing about our services, where you have consented or where the law otherwise allows
• measure and improve our website, advertising and services
• assess job applications
• comply with our legal obligations (including tax, licensing and work health and safety), deal with insurers, and establish, exercise or defend legal claims

4. Who We Disclose It To

We disclose personal information only as needed for the purposes above, to:

• service providers who help us run our business, such as customer relationship management and marketing automation platforms, cloud hosting and database providers, email, SMS and phone providers, accounting software, banks and payment providers, and artificial intelligence tools we use to process emails, documents and notes
• advertising and analytics providers, including Google, Meta and Microsoft (see section 6)
• our subcontractors and suppliers, and product manufacturers where needed for a warranty claim
• our professional advisers, such as lawyers and accountants, and our insurers
• debt collection agencies, lawyers, courts and tribunals (including QCAT) when recovering unpaid amounts
• government agencies and regulators, such as the ATO and QBCC, where required or authorised by law
• a prospective purchaser or successor of all or part of our business
• anyone else you have authorised us to share it with

Our service providers may only use your information to provide services to us. We do not sell your personal information.

5. Marketing and Communications

We may contact you by phone, SMS and email about your enquiry, Quote, booking or project, including automated reminders and follow-ups. We send marketing messages only in accordance with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth). You can opt out of marketing at any time by replying STOP to an SMS, clicking the unsubscribe link in an email, or contacting us. We may still send you messages you need about work you have booked, invoices and warranty.

6. Cookies, Analytics and Advertising

We use cookies, pixels and similar technologies to run the Website, understand how visitors use it, and measure and improve our advertising. These include:

• Google Analytics, Google Tag Manager and Google Ads, which collect information about your visits and whether you took an action (such as submitting a form) after clicking one of our ads
• Meta Pixel and Meta Conversions API, which tell Meta when a visitor from a Facebook or Instagram ad submits an enquiry. To match enquiries to ads, we may send Meta your email address and phone number in hashed (scrambled) form, together with browser identifiers
• Microsoft Clarity, which records clicks, scrolling, mouse movements and page interactions so we can see how the Website is used. Clarity is designed to mask text typed into form fields
• Ahrefs Web Analytics, which measures page visits and traffic sources without using cookies

These providers may combine this information with other information they hold and use it in line with their own privacy policies. You can control cookies through your browser settings, manage ad personalisation in your Google and Meta account settings, and opt out of Google Analytics with the Google Analytics opt-out add-on. The Website does not respond to "Do Not Track" browser signals.

7. Overseas Disclosure

Some of our service providers store or process information outside Australia, most commonly in the United States, and may use data centres in other countries (such as Singapore and countries in Europe). We choose reputable providers and take reasonable steps to ensure they protect personal information.

Where we disclose information overseas with your consent, APP 8.1 will not apply to that disclosure. This means we will not be required to take the steps set out in APP 8.1, and we will not be accountable under the Privacy Act if the overseas recipient handles your information in a way that breaches the APPs, and you may not be able to seek redress under the Privacy Act. By giving us your personal information after being told this, you consent to that disclosure. If you do not consent, please tell us before you provide your information.

8. How We Store and Protect It

We hold personal information electronically in cloud systems with encryption, access controls and multi-factor authentication, and limit access to the people who need it for their role. Paper records are kept securely and destroyed when no longer needed. No method of transmission or storage is completely secure, but we take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure.

If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

9. How Long We Keep It

We keep customer and project records for up to 10 years after the work is completed to support warranty obligations, statutory warranties and limitation periods for building work, tax requirements and potential legal claims. Information from enquiries that do not proceed, and job applications, is kept for as long as it is reasonably needed. When we no longer need personal information, we destroy or de-identify it, unless the law requires us to keep it.

10. Automated Tools and Decisions

Our online calculators and estimate tools produce indicative prices automatically from the information you enter. We also use software, including artificial intelligence tools, to help manage enquiries, emails and records. We do not make decisions that significantly affect your rights or interests using computer programs alone. A person at CoatPro reviews every Quote before it is issued.

11. Access and Correction

You can ask for access to the personal information we hold about you, or ask us to correct it, by contacting us using the details below. We will need to verify your identity. We will respond within 30 days. We do not charge for making a request, but may charge a reasonable fee for providing access to large volumes of information. We may refuse access where the Privacy Act allows, for example where the information relates to existing or anticipated legal proceedings, and will tell you why in writing.

You can also ask us to delete your information. We will do so where we no longer need it, subject to the records we are required or entitled to keep for the purposes in this policy.

12. Job Applicants

If you apply for a job with us, we use your information to assess your application, which may include contacting your referees and checking licences and tickets. If you are unsuccessful, we may keep your application for up to 12 months to consider you for future roles, unless you ask us not to.

13. Children

Our services are not directed to people under 18, and we do not knowingly collect personal information from children.

14. Complaints

If you have a concern about how we have handled your personal information, please contact us in writing using the details below. We will acknowledge your complaint promptly and aim to respond within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

15. Changes to This Policy

We may update this Privacy Policy from time to time by posting a new version on this page with a new "last updated" date. Where a change is significant, we will take reasonable steps to let affected customers know.

16. Contact Us

For privacy questions, access or correction requests, or complaints, please contact our Privacy Officer: