Privacy Policy

1. Who we are

ELM Cleaning Services Pty Ltd (ACN 167 865 090) operates the website elmcleaning.com.au and provides residential, commercial, NDIS, and homecare cleaning services across Melbourne, Victoria.

In this policy, "we", "us", and "our" refer to ELM Cleaning Services Pty Ltd. "You" refers to any person who uses our website or engages our services.

2. What information we collect

We may collect the following personal information:

• Name, phone number, and email address (when you request a quote or contact us)
• Property address and postcode (to scope and schedule services)
• NDIS plan details and plan manager information (for NDIS participants)
• Home care package or provider details (for homecare clients)
• Service preferences, requirements, and accessibility needs
• Payment and billing information
• Website usage data including IP address, browser type, and pages visited

3. How we collect information

We collect personal information:

• Directly from you, when you fill out a form on our website, call us, or email us
• From your support coordinator, plan manager, or care provider (with your consent)
• Automatically through our website using cookies and analytics tools

4. How we use your information

We use your personal information to:

• Respond to your enquiry and provide a quote
• Schedule and deliver cleaning services
• Invoice your plan manager, provider, or you directly
• Send visit summaries and service documentation
• Communicate about your bookings, schedule changes, or service updates
• Meet our legal and contractual obligations
• Improve our website and services

We do not use your information for marketing purposes unless you have opted in. We do not sell or rent your personal information to third parties.

5. Who we share information with

We may share your information with:

• Your NDIS plan manager or the NDIA (for billing and service agreements)
• Your home care provider (where relevant to service coordination)
• Our software providers (for scheduling, invoicing, and communication), who are bound by their own privacy obligations
• Government bodies or regulators where required by law

We do not share your information with any party for marketing or advertising purposes.

6. How we store and protect information

Personal information is stored securely using industry-standard measures. Digital records are held in encrypted, access-controlled systems hosted in Australia. Physical records, where they exist, are stored in locked facilities.

Access to personal information is restricted to staff who need it to deliver your service. All staff are bound by confidentiality obligations as part of their employment.

7. How long we keep information

We retain personal information for as long as necessary to provide our services and meet our legal obligations. Service records are typically retained for seven years.

When information is no longer needed, it is securely deleted or de-identified.

8. Cookies and website analytics

Our website uses cookies and analytics tools to understand how visitors use the site. The tools we use are:

• Google Analytics 4 (GA4) collects anonymised data about page views, site navigation, and form submissions. GA4 automatically anonymises your IP address. Data is retained for 14 months. You can opt out using the Google Analytics Opt-out Browser Add-on.
• Google Tag Manager (GTM) manages how analytics scripts load on the site. GTM itself does not collect personal data.
• Vercel Analytics collects anonymised page view and performance data. No personal information is stored.

These tools use cookies to distinguish visitors and understand usage patterns. This data is aggregated and does not personally identify you. You can disable cookies in your browser settings, though some website features may not work as intended.

9. Your rights

You have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate or outdated information
• Request deletion of your information, subject to our legal obligations
• Withdraw consent for us to use your information (where consent was the basis for collection)
• Lodge a complaint about how we handle your information

To exercise any of these rights, contact us using the details below.

10. Complaints

If you believe we have handled your personal information inappropriately, you can contact us directly. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.

11. Contact

For privacy-related enquiries:

12. Changes to this policy

We may update this policy from time to time. Changes will be posted on this page with an updated revision date. We encourage you to review this page periodically.