Privacy Policy | Regrouting Specialists

1. Introduction

Rescue My Tiles Pty Ltd (we, us, our) is committed to protecting the privacy and personal information of our customers, prospects, website visitors, and other individuals with whom we interact.

This Privacy Policy explains how we collect, hold, use, disclose, and protect personal information. It is prepared in accordance with:

the Privacy Act 1988 (Cth), as amended by the Privacy and Other Legislation Amendment Act 2024 (Cth);
the Australian Privacy Principles (APPs) set out in Schedule 1 of the Privacy Act 1988 (Cth);
the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth);
the Spam Act 2003 (Cth) regarding electronic marketing communications; and
the new statutory tort of serious invasion of privacy, which commenced on 10 June 2025 under Schedule 2 of the Privacy and Other Legislation Amendment Act 2024 (Cth).

This Privacy Policy operates together with our Terms and Conditions (available at www.regroutingspecialists.com.au/terms). Section 15 of those Terms cross-references this Privacy Policy. In the event of any inconsistency, the more protective provision for you prevails.

By using our website at www.regroutingspecialists.com.au, requesting a quotation, engaging our services, or otherwise providing personal information to us, you acknowledge this Privacy Policy. Where consent is required by law (for example, for direct marketing under the Spam Act or for use of sensitive information under APP 3), we obtain your separate express consent — your continued use of our services is not a substitute for that consent.

2. What Personal Information We Collect

The types of personal information we collect may include:

your name;
contact details, including phone number, email address, and postal address;
the address of the job site where Services are to be performed;
the approximate age of the property (for asbestos risk assessment under our Terms and Conditions clause 11.4);
whether the property is part of an Owners Corporation (strata) scheme;
photographs of the work area, taken before, during, and after the Services, for the purposes set out in clause 4;
payment information, including bank account details, BSB and account number, PayID, or card details (card details are processed by our third-party payment processor and are not stored by us);
any correspondence, feedback, complaints, or reviews you provide to us;
technical information collected automatically when you use our website, such as IP address, browser type, device information, and pages visited (see clause 8).

2.1 Sensitive Information

We do not collect sensitive information (as defined in section 6 of the Privacy Act 1988 (Cth)), which includes information about your race or ethnic origin, political opinions, religious beliefs, sexual orientation, criminal record, biometric data, or health information. If you voluntarily provide sensitive information to us (for example, mentioning a health condition affecting service delivery), we will treat it as confidential, store it securely, and not use or disclose it without your further express consent.

2.2 Children

Our services are directed at adults aged 18 years and over. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a person under 18, please contact us and we will delete that information.

3. How We Collect Personal Information

We collect personal information directly from you wherever practicable, including when you:

submit a contact, quote, or booking form on our website;
communicate with us by phone, email, SMS, or in person;
engage us to provide Services;
make a payment to us;
respond to a follow-up communication or review request from us; or
interact with our website.

We may also collect personal information about you from third parties, such as referrers, real estate agents, builders, insurers (where you have made an insurance-related claim), or strata managers — but only where you have authorised that third party to share your information with us, or where the disclosure is otherwise permitted by law.

We will, at or before the time of collection (or as soon as practicable thereafter), take reasonable steps to notify you of the matters in APP 5, including our identity, the purposes of collection, any third parties to whom we usually disclose the information, and the consequences for you if you do not provide the information.

4. Purposes for Which We Collect, Hold, Use and Disclose Personal Information

We collect, hold, use, and disclose personal information for the following primary purposes:

to provide quotations and respond to enquiries;
to assess asbestos and Owners Corporation risk relevant to the Services (see Terms and Conditions clauses 10.5 and 11.4);
to confirm and schedule bookings;
to perform our Services and manage the customer relationship;
to issue invoices, receive payment, and follow up on unpaid invoices;
to administer warranty claims and defend against unfounded claims;
to communicate with you about your job, including before, during, and after the works (operational communications under Terms and Conditions clause 16.1);
to keep records for accounting, tax (including a 5-year record-keeping obligation under the Income Tax Assessment Act 1997 (Cth)), and regulatory purposes;
where you have separately consented under our Terms and Conditions clause 16.2, to send you marketing communications about our Services;
where you have separately consented under our Terms and Conditions clause 16.3, to use before-and-after photographs of the work area for marketing purposes (excluding any identifying information about you or your property);
to invite you to leave an online review approximately 7 days after Service completion (consent revocable at any time);
to comply with our legal obligations, including responses to lawful requests from courts, regulators, or law enforcement.

If we wish to use your personal information for a purpose other than the primary purpose for which it was collected, we will only do so where the related secondary purpose falls within your reasonable expectations under APP 6, or where you have given your separate consent.

5. Disclosure of Personal Information

We may disclose your personal information to the following recipients, in each case only to the extent necessary for the purposes in clause 4:

(a) subcontractors and other tradespeople we engage to assist in performing the Services, subject to confidentiality obligations equivalent to those in this Privacy Policy;
(b) our suppliers of materials, where necessary to facilitate a product warranty claim on your behalf;
(c) our payment processors and financial institutions, for processing payments and verifying payment details;
(d) our public liability broker, BizCover Pty Ltd (ABN 68 127 707 975, AFSL 501769) and our underwriters, HDI Global Specialty SE — Australian Branch (ABN 58 129 395 544, AFSL 458776) and Chubb Insurance Australia Limited (ABN 23 001 642 020, AFSL 239687), in connection with any claim or notification of a circumstance that may give rise to a claim;
(e) our professional advisers, including accountants, lawyers, and bookkeepers, on a confidential basis;
(f) a debt collection agency, where you have failed to pay an invoice within 30 days of the due date (only after we have given you written notice and a reasonable opportunity to pay);
(g) government agencies, courts, the Australian Taxation Office, Consumer Affairs Victoria, the Victorian Civil and Administrative Tribunal, the Office of the Australian Information Commissioner, the Australian Communications and Media Authority, or other regulatory bodies, where required or authorised by law;
(h) where you have specifically consented in writing on the Quotation acceptance form (clause 16.3 of our Terms and Conditions), to our marketing platforms (website, social media, review platforms) — but only de-identified photographs without any information that identifies you or your property;

(i) any person to whom you have authorised us to disclose your information.

We do not sell, rent, or trade your personal information to any third party for marketing or any other purpose.

5.1 Overseas Disclosure

We do not currently disclose personal information to recipients located outside Australia. Our payment processor, accounting software, and website hosting are based in or store data within Australia. If our arrangements change in a way that would result in personal information being disclosed to overseas recipients, we will update this Privacy Policy and, where required by APP 8, take reasonable steps to ensure the overseas recipient does not breach the APPs.

6. Storage, Security, and Retention

6.1 Storage

We hold personal information in both physical and electronic form. Electronic information is stored on secure cloud-based platforms with reputable Australian or major international service providers (such as Google Drive, Microsoft 365, Xero, or similar). Physical information (such as signed quotation acceptance forms) is stored in a locked location at our business address.

6.2 Security

We take reasonable steps, in accordance with APP 11, to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. These measures include:

password protection on electronic devices and accounts;
two-factor authentication where available;
encryption of data in transit and at rest where supported by our platforms;
restriction of access to personal information on a "need-to-know" basis;
regular review of our security practices.

6.3 Retention Period

We retain personal information only for as long as it is needed for the purposes in clause 4 and for the periods required by law:

(a) Customer engagement records and photographs: for the duration of the applicable Workmanship Warranty period plus two (2) years (i.e. up to 7 years for epoxy regrouting work).
(b) Invoices, payment receipts, and other tax records: five (5) years from the date of issue, as required by the Income Tax Assessment Act 1997 (Cth) and the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
(c) Marketing consent records (SMS, email, photo use): for as long as your consent remains active plus two (2) years after withdrawal, to evidence compliance with the Spam Act 2003 (Cth) and the Privacy Act 1988 (Cth).
(d) Dispute records: for the duration of the dispute plus six (6) years (the standard limitation period under the Limitation of Actions Act 1958 (Vic)).

When personal information is no longer needed for any purpose for which it may be lawfully used or disclosed, and we are not required to retain it under any applicable law, we will take reasonable steps in accordance with APP 11.2 to destroy or permanently de-identify the information.

7. Notifiable Data Breaches

We comply with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth). If we suspect that an eligible data breach has occurred (broadly, an unauthorised access, disclosure, or loss of personal information that is likely to result in serious harm to you), we will:

(a) promptly assess whether the breach is an eligible data breach (within 30 days of becoming aware of the suspected breach);
(b) where the breach is eligible, notify you as soon as practicable in accordance with sections 26WL and 26WM of the Privacy Act 1988 (Cth); and
(c) notify the Office of the Australian Information Commissioner (OAIC) as required by section 26WK of the Privacy Act 1988 (Cth).

The notification will include a description of the breach, the kinds of information involved, the steps we have taken to contain the breach, and recommendations for steps you can take to protect yourself.

8. Access to and Correction of Your Personal Information

Under APP 12 and APP 13, you have the right to:

request access to the personal information we hold about you; and
request that we correct any information that is inaccurate, out-of-date, incomplete, irrelevant, or misleading.

To make a request, please contact us using the details in clause 14 of this Privacy Policy. We will respond to your request within thirty (30) days of receiving it.

We may need to verify your identity before providing access (for example, by asking for ID or for information only you would know). There is no fee for making a request, but we may charge a reasonable cost-recovery fee for providing access (for example, the cost of producing copies of physical documents). We will tell you the fee in advance and you may withdraw your request to avoid the fee.

If we refuse a request for access or correction, we will provide written reasons (where required under APP 12.9 or APP 13.3) and information about how you can complain.

9. Cookies and Website Analytics

Our website at www.regroutingspecialists.com.au may use cookies and similar tracking technologies to:

improve your browsing experience and remember your preferences;
analyse website traffic and usage patterns (using third-party tools such as Google Analytics);
provide social-media plugin functionality (if implemented);
enable targeted online advertising (where applicable and only with cookie consent).

On your first visit, our website may display a cookie banner allowing you to accept or reject non-essential cookies. You can also disable or delete cookies through your browser settings. Disabling cookies may affect the functionality of our website (for example, the ability to submit a quotation request form).

Information collected by third-party analytics tools is governed by those providers' privacy policies and is typically pseudonymous (not directly identifying). For information about Google Analytics privacy practices, see policies.google.com/privacy.

10. Direct Marketing

From time to time, we may use your personal information to send you marketing communications about our Services, special offers, seasonal maintenance reminders, or other information we think may interest you.

We will only send marketing communications where:

(a) you have given express consent via the consent tick-box mechanism in our Terms and Conditions clause 16.2 or on our website; or
(b) we are otherwise permitted by law (including under APP 7 in limited circumstances where you would reasonably expect to receive direct marketing from us and we have given you an easy opt-out).

Consent is given separately for SMS and for email — opting in to one channel does not opt you in to the other.

Every marketing communication we send will:

identify Rescue My Tiles Pty Ltd as the sender;
include our ABN (74 697 494 009);
include a clear and easy unsubscribe facility (reply STOP to SMS, or click unsubscribe in email), valid for at least 30 days after the message is sent;
comply with the Spam Act 2003 (Cth) and the consent, identification, and unsubscribe requirements set out in sections 16, 17, and 18 of that Act.

You can also opt out at any time by contacting us using the details in clause 14. Opting out of marketing communications does not affect operational communications about your job (clause 4) or your Workmanship Warranty support.

11. Third-Party Links and Services

Our website may contain links to third-party websites, social media platforms, and review platforms (such as Google, Facebook, Instagram, ProductReview, or Word of Mouth). We are not responsible for the privacy practices or content of those third-party websites. We encourage you to read the privacy policy of any third-party website you visit.

12. Complaints

If you believe we have breached the Privacy Act 1988 (Cth), the APPs, the Notifiable Data Breaches scheme, or otherwise mishandled your personal information, please contact us first using the details in clause 14. We will:

acknowledge your complaint promptly (within 7 days);
investigate the complaint with appropriate seriousness;
aim to provide you with a substantive response within thirty (30) days;
let you know if we need additional time to investigate (with reasons).

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

Website: oaic.gov.au

Phone: 1300 363 992

Post: GPO Box 5288, Sydney NSW 2001

You may also seek a remedy under the statutory tort of serious invasion of privacy (in force since 10 June 2025 under the Privacy and Other Legislation Amendment Act 2024 (Cth)), where applicable.

The Office of the Australian Information Commissioner has the power to make determinations binding on us, and can impose civil penalties for serious or repeated interferences with privacy (up to $50 million per breach or 30% of adjusted turnover during the breach period for body corporates).

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The current version will always be available on our website at www.regroutingspecialists.com.au/privacy, and the effective date will be updated at the top of this document.

Where a change materially affects your rights (for example, expanded use of personal information for new purposes), we will, where reasonably practicable, notify existing customers by email or SMS before the change takes effect.

We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal information.

14. Contact Details

If you have any questions about this Privacy Policy, wish to access or correct your personal information, wish to opt out of marketing, or wish to make a privacy complaint, please contact us:

Re-Grouting Specialists

Privacy Officer: Director, Rescue My Tiles

ACN: 697 494 009

ABN: 74 697 494 009

Email: info@regroutingspecialists.com.au

Phone: 0413 611 785

Website: www.regroutingspecialists.com.au