Privacy Policy

Dustate ("we", "our", or "us") operates at https://dustate.com.au and provides professional cleaning and property services in Canberra ACT. We are committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains what personal information we collect, why we collect it, how we use and disclose it, and how you can access or correct it. By using our website or services you agree to the practices described in this policy.

If you do not agree with this policy, please do not use our services or provide us with your personal information.

We collect personal information that is reasonably necessary to provide our services. This includes:

Information you provide directly:

• •Identity information: Full name, email address, and phone number
• •Property information: Service address, suburb, and postcode
• •Service details: Property type, number of rooms, cleaning requirements, and any special instructions or notes
• •Photos and videos: Images you upload to help us provide an accurate quote
• •Payment information: Bank transfer reference or card details (processed securely via payment processors; we do not store full card numbers)
• •NDIS or aged care details: Participant name, NDIS number, plan manager or support coordinator contact, and funding type, where applicable
• •Communications: Records of emails, messages, and calls between you and our team

Information collected automatically:

• •Usage data: Pages visited, time spent, referring URL, and browser type, collected via analytics tools
• •Cookies: Small data files stored on your device to improve your experience and analyse site traffic (see section 9)
• •Device information: IP address, device type, and operating system

We use personal information only for the purposes for which it was collected or related purposes you would reasonably expect. This includes:

• •Providing and managing cleaning and property services
• •Preparing written quotes and service agreements
• •Communicating with you about your booking, enquiry, or complaint
• •Processing payments and issuing tax invoices
• •Sending service reminders, booking confirmations, and follow-up messages
• •Complying with NDIS invoicing and reporting requirements, where applicable
• •Improving our services and website based on usage patterns
• •Meeting our legal and regulatory obligations
• •Sending marketing communications where you have consented, or where permitted under the Spam Act 2003 (Cth)

Photos and videos you submit are used solely for the purpose of providing accurate quotes and delivering the requested service. We treat these as confidential.

We do not share your photos or videos with third parties except where strictly necessary to deliver the service (for example, sharing relevant images with an on-site team member). Images are stored securely and deleted or anonymised once the service is complete and any relevant follow-up period has passed, or upon your request.

We will never use photos of your property for marketing, social media, or promotional purposes without your explicit written consent.

We do not sell, rent, or trade your personal information. We may share information with:

• •Service delivery partners: Trusted subcontractors engaged to assist with specific services (for example, carpet steam cleaning or handyman work). They receive only the information necessary to perform their task and are bound by confidentiality obligations
• •Payment processors: Secure third-party platforms used to process card payments. These processors are PCI-DSS compliant
• •Technology providers: Cloud hosting and software providers used to operate our booking and communication systems. Data may be stored on servers located in Australia or overseas (see section 6)
• •NDIS plan managers or support coordinators: Where you have authorised us to invoice or communicate with them on your behalf
• •Legal and regulatory bodies: Where required by law, court order, or government authority

We require all third parties to handle your information in accordance with applicable privacy laws and our confidentiality requirements.

We use third-party cloud services to operate our website, store data, and manage bookings. Some of these services may store or process data on servers located outside Australia, including in the United States and the European Union.

Where personal information is disclosed to overseas recipients, we take reasonable steps to ensure those recipients handle information in a manner consistent with the Australian Privacy Principles. By using our services, you consent to this disclosure.

If you engage us for NDIS-funded or aged care services, we may collect information that includes details about your disability, health needs, or support arrangements. This is considered sensitive information under the Privacy Act.

We collect this information only with your consent and only to the extent necessary to provide the service and meet NDIS invoicing and compliance requirements. Sensitive information is handled with a higher standard of care, stored securely, and shared only with the parties you have authorised (such as your plan manager or support coordinator).

We retain personal information for as long as necessary to:

• •Provide the services you requested
• •Comply with legal obligations, including tax and financial record-keeping requirements (generally 7 years under Australian law)
• •Resolve disputes or enforce our agreements

When personal information is no longer required, we securely delete or de-identify it. Photos and videos submitted for quoting purposes are deleted or de-identified once the relevant service is complete, unless you request otherwise or they are needed for an ongoing dispute.

Our website uses cookies and similar technologies to improve your experience and analyse how visitors use the site. Cookies are small text files stored on your device.

We use the following types of cookies:

• •Essential cookies: Required for the website to function (for example, form state and navigation)
• •Analytics cookies: Used to understand how visitors interact with the site (for example, pages visited and time on site). We may use tools such as Google Analytics for this purpose
• •Preference cookies: Used to remember your settings or choices across visits

You can disable cookies through your browser settings. Disabling essential cookies may affect website functionality. Analytics cookies can be opted out via your browser or by using opt-out tools provided by the analytics provider.

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, disclosure, alteration, or destruction. These measures include:

• •Encrypted data transmission (HTTPS) across the website
• •Access controls limiting who within our team can view personal information
• •Secure, access-controlled cloud storage
• •Regular review of our data handling practices

While we take reasonable precautions, no method of data transmission or storage is completely secure. If you believe your information has been compromised, please contact us immediately.

Under the Australian Privacy Principles, you have the right to:

• •Access: Request a copy of the personal information we hold about you
• •Correction: Request that inaccurate, out-of-date, or incomplete information be corrected
• •Deletion: Request deletion of your personal information, subject to our legal retention obligations
• •Opt out of marketing: Unsubscribe from marketing communications at any time by contacting us or using the unsubscribe link in any email we send
• •Withdraw consent: Where we rely on consent to process your information, you may withdraw that consent at any time

To exercise any of these rights, contact us using the details in section 13. We will respond within 30 days. We may need to verify your identity before actioning a request.

If you believe we have handled your personal information in a way that does not comply with the Privacy Act 1988 (Cth), please contact us first so we can attempt to resolve your concern.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• •Website: www.oaic.gov.au
• •Phone: 1300 363 992
• •Post: GPO Box 5218, Sydney NSW 2001

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated version will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically.

Continued use of our services after any changes constitutes acceptance of the updated policy.

For any privacy-related questions, access requests, or concerns, please contact us: