Privacy Policy

Movers Buddy (“Movers Buddy”, “we”, “us” or “our”) respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you use our website, request a quote, make a booking, contact us, or otherwise interact with us in connection with our moving and relocation services.

We handle personal information in accordance with applicable Australian privacy laws.

By using our website or providing personal information to us, you acknowledge this Privacy Policy.

We may collect personal information that is reasonably necessary for our business activities and to provide our services, including:

• • your name
• • phone number
• • email address
• • pick-up, delivery and billing addresses
• • suburb and move location details
• • details about your move, including preferred dates, property type, inventory, access conditions and special requirements
• • booking history and service records
• • payment and billing information
• • records of communications with us, including calls, emails, messages, web forms and live chat
• • website and device information such as IP address, browser type, pages visited and session activity
• • any other personal information you choose to provide to us.

In limited cases, we may also collect identification details where reasonably necessary for verification, security, insurance, fraud prevention or complaint handling.

We generally do not seek to collect sensitive information unless it is reasonably necessary and permitted by law.

We may collect personal information:

• • directly from you when you request a quote, make a booking, complete a form, call us, email us, message us or otherwise contact us
• • automatically when you use our website through cookies, analytics tools and similar technologies
• • from your authorised representatives
• • from referral partners or service partners where you have asked them to share your details with us or where disclosure is otherwise permitted
• • from moving companies or partner moving companies involved in quoting, scheduling or carrying out services you have requested.

If you provide us with personal information about another person, you should only do so if you are authorised to provide that information.

We may collect, hold, use and disclose your personal information for purposes including:

• • providing quotes for moving and relocation services
• • arranging, confirming, managing and delivering bookings
• • matching your enquiry with suitable moving companies or partner moving companies
• • facilitating communication between you, Movers Buddy and relevant service providers
• • processing payments, deposits, invoices and refunds
• • responding to enquiries, support requests, feedback, complaints and disputes
• • maintaining internal records and administering our business
• • improving our website, services, systems and customer experience
• • training staff and monitoring service quality
• • undertaking analytics, research, testing and service optimisation
• • marketing our services and promotions where permitted by law
• • protecting our legal rights and preventing fraud, misuse or unlawful activity
• • complying with legal, regulatory, insurance and audit obligations.

If you do not provide certain information we request, we may not be able to provide some or all of our services to you.

We may disclose your personal information to:

• • our employees, contractors and authorised representatives
• • moving companies or partner moving companies relevant to your quote, enquiry or booking
• • payment processors and financial service providers
• • software, hosting, cloud storage, CRM, telephony, IT support, analytics and marketing service providers located in Australia
• • insurers, legal advisers, accountants and other professional advisers
• • related entities and business partners
• • government agencies, regulators, courts, tribunals, law enforcement bodies or other parties where required or authorised by law
• • other persons or organisations where you have consented or requested that we do so.

Where we engage third-party providers to handle personal information on our behalf, we take reasonable steps to require them to handle it appropriately.

We may send you marketing and promotional communications about our services by email, SMS or other permitted channels where allowed by law.

You can opt out of marketing communications at any time by:

• • using the unsubscribe link in an email
• • replying STOP to an SMS where available
• • contacting us using the details below.

Even if you opt out of marketing, we may still send service-related messages, such as booking confirmations, operational updates or responses to your enquiries.

Our website may use cookies, pixels and similar technologies to:

• • keep the website functioning properly
• • remember your preferences
• • understand how users interact with our website
• • improve performance and usability
• • support analytics and advertising activities.

You can usually control cookies through your browser settings, although disabling cookies may affect website functionality.

If you contact us by phone, your call may be recorded or monitored for training, verification, compliance, dispute resolution and quality assurance purposes, where permitted by law.

We may store personal information in electronic systems, cloud-based platforms, email systems, CRM tools and, in some cases, physical records.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Those steps may include access controls, password protection, staff training, secure service providers, system monitoring and other technical and organisational safeguards.

No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

When personal information is no longer reasonably required, we will take reasonable steps to destroy it or de-identify it, unless we are required or permitted by law to retain it.

Movers Buddy does not currently disclose personal information to overseas recipients.

If we collect government-related identifiers, such as a driver licence number, passport number or similar identifier, we will not use that identifier as our own identifier of you and will only handle it as permitted by law.

You may request access to the personal information we hold about you, and you may request correction if you believe the information is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before processing your request. We will respond within a reasonable time and may refuse access or correction in certain circumstances permitted by law, in which case we will explain why.

You may ask us to delete personal information we hold about you. We will consider your request and, where legally permitted and operationally appropriate, delete or de-identify the information. In some cases, we may need to retain certain records for legal, regulatory, insurance, fraud prevention, accounting or dispute-resolution purposes.

If we become aware of a data breach involving personal information, we will take reasonable steps to contain, assess and respond to the incident in accordance with applicable law.

If you have a concern or complaint about how we have handled your personal information, please contact us using the details below.

Please provide enough detail for us to investigate the matter. We will review your complaint and respond within a reasonable time.

If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.

Our website may contain links to third-party websites, platforms or services. We are not responsible for the privacy practices of those third parties, and we encourage you to review their privacy policies before providing them with personal information.

We may update this Privacy Policy from time to time to reflect changes in our business practices, systems, services or legal obligations.

The latest version will be published on our website and will apply from the date it is posted.

If you have questions, want to request access or correction, want to make a complaint, or wish to contact us about privacy, please contact:

• Privacy Officer
• Movers Buddy
• Email: info@moversbuddy.com.au
• Phone: 1300 262 811
• Website: www.moversbuddy.com.au