Privacy Policy

Apex Rodent Removal (“Apex”, “we”, “us” or “our”) respects your privacy. This policy explains our usual personal-information practices. Where the Privacy Act 1988 (Cth) and Australian Privacy Principles apply to us, we handle personal information in accordance with those requirements. We also aim to use clear, responsible privacy practices in all customer dealings.

1. Information we collect

We collect information reasonably necessary to respond to enquiries, provide quotes, schedule and perform rodent-control services, manage warranties and operate our business. Depending on your dealings with us, this may include:

• your name, telephone number, email address and preferred contact method;
• the service address and information about the property, occupants, pets, access arrangements and the rodent activity reported;
• booking details, quotes, invoices, payment status and service history;
• messages, call notes, photographs, videos or documents you provide, including evidence relevant to a service or warranty claim;
• feedback, complaints and records of our response;
• website technical information such as IP address, browser type, device information, referring pages and interaction data collected through cookies or analytics tools; and
• any health, allergy, accessibility or safety information you choose to provide where it is relevant to safely delivering a service.

We do not intentionally collect sensitive information unless it is reasonably necessary for safety or service delivery and you provide it voluntarily or authorise its collection.

2. How we collect information

We generally collect information directly from you when you call, email, submit a website form, request a quote, confirm a booking, communicate with a technician, make a payment or lodge a warranty request. We may also collect information from a property owner, tenant, agent, strata representative, business contact or referrer who is authorised to arrange a service.

Our website may use cookies and similar technologies to keep forms functioning, understand website performance, prevent misuse and improve the customer journey. You may restrict cookies in your browser, although some website functions may not operate correctly.

3. How we use information

We may use personal information to:

• respond to questions and provide estimates or written quotes;
• confirm identity, property details, access and appointment requirements;
• inspect, plan, perform and document services;
• communicate safety, preparation, follow-up and proofing instructions;
• process payments, issue invoices and maintain business records;
• administer warranties, return visits, complaints and disputes;
• send service reminders, customer-care messages and, with permission or where otherwise lawful, relevant offers;
• improve our website, services, training, safety and fraud-prevention processes; and
• comply with legal, insurance, accounting and regulatory obligations.

If you do not provide information we reasonably require, we may be unable to provide an accurate quote, safely attend the property, complete the requested work or assess a warranty request.

4. When we disclose information

We may disclose relevant information to employees, technicians and properly engaged subcontractors; website, hosting, communications, booking, payment and IT providers; accountants, insurers, professional advisers and debt-recovery providers; property representatives involved in the booking; and regulators, emergency services or law-enforcement bodies where required or authorised by law.

We disclose only the information reasonably required for the relevant purpose. We do not sell customer contact lists.

Overseas processing

We do not ordinarily disclose customer information overseas for our own operational purposes. Some cloud, communications or analytics providers may store or process information from locations outside Australia. Provider locations and systems can change. Where overseas processing is likely and Australian privacy law applies, we take reasonable steps appropriate to the circumstances to protect the information. You may contact us for current details about the providers relevant to your information.

5. Security and retention

We use reasonable administrative, technical and physical safeguards appropriate to the information we hold. These may include access controls, reputable service providers, account security, staff confidentiality measures and secure disposal practices. No internet transmission or storage system can be guaranteed completely secure.

We retain information for as long as reasonably required for service delivery, warranty administration, record keeping, tax, insurance, dispute resolution and legal obligations. When information is no longer required, we take reasonable steps to delete, destroy or de-identify it.

6. Payments and external websites

Payments may be processed by third-party payment providers. Apex does not ordinarily retain complete payment-card details. Our website may link to external websites; their privacy practices are controlled by their operators, and this policy does not apply to them.

7. Direct marketing

We may contact existing or prospective customers with relevant service information where permitted by law. You can opt out at any time by using an unsubscribe facility or contacting us. We may still send non-marketing messages required to manage an enquiry, booking, service, invoice, safety issue or warranty.

8. Access and correction

You may ask for access to personal information we hold about you or request correction if it is inaccurate, incomplete, out of date, irrelevant or misleading. Contact us using the details on this page. We may need to verify your identity. We will respond within a reasonable period and, where a request is refused, explain the reason where required by law.

9. Privacy complaints

Please send a written description of the concern and the outcome you seek to info@apexrodentsremoval.com.au. We will acknowledge and investigate the matter and aim to provide a response within 30 days. If Australian privacy law applies and you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.

10. Changes to this policy

We may update this policy to reflect changes to our services, systems or legal obligations. The current version will be published on this page with its effective date. Material changes apply prospectively unless the law requires otherwise.