This policy explains how Emera Holdings Pty Ltd (ABN 72 644 583 595), trading as Emera Facility Services ("we", "us" or "our"), handles personal information. We provide commercial cleaning and facility maintenance to businesses in Melbourne and Sydney.
It covers our website at https://www.emerafs.com.au, the enquiries and quote requests you send us, and your dealings with us as a client, a supplier or someone applying for a role. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. Application of this policy
This policy applies to personal information we collect about you. Personal information is information or an opinion that identifies you, or could reasonably identify you.
Each form on our website carries a short collection notice that links back to this policy. The notice tells you what the form collects and why. This policy gives the full detail.
If you don't give us the information we ask for, we may not be able to answer your enquiry, prepare a quote or provide our services.
2. Personal information we collect
The information we collect depends on how you deal with us. It may include:
your name, email address and phone number
the name of your company
site and address details for the place you want serviced
the service you're interested in and the message you write to us
details of our dealings with you as a client or supplier, such as quotes, service records and correspondence
if you apply for a role, the details you send us
device and usage information from your visits to our website, such as your IP address, browser and device type, the pages you view, the page that referred you, and your approximate location worked out from your IP address
We don't ask for sensitive information through our website forms, such as health information or details of your racial or ethnic origin. Please don't include it in a form or message.
If you apply to work with us, or work for us as an employee or subcontractor, we ask for your police check and, where a site needs one, your Working with Children Check. A police check is sensitive information, so we collect it only with your consent and use it to decide whether you can work at a client's site. We keep a copy, and we may show it to a client who asks for proof that the people we send hold current checks. Our website is not aimed at children, and we don't knowingly collect information from anyone under 18.
3. How we collect personal information
We collect most personal information directly from you. That happens when you:
fill in an enquiry or quote form on our website
email us, phone us or write to us
apply for a role with us
become a client or supplier and deal with us in the normal course of business
Some information is collected automatically when you use our website. Our analytics, advertising and marketing tools use cookies and similar technologies to record how you use the site. Our cookie policy explains how this works.
Where it's unreasonable or impractical to collect information from you, we may collect it from someone else. For example, a colleague at your company may give us your details as the site contact for a job.
4. Purposes for which we use personal information
We use personal information to:
answer your enquiry and prepare a quote
provide, manage and invoice our services
deal with suppliers and contractors who help us deliver our services
consider your application if you apply for a role
run, protect and improve our website
understand how people find and use our website, and measure how well our advertising works
show our ads to people who have visited our website
send you marketing email, if you have agreed to receive it
meet our legal obligations, including tax and accounting obligations
We send marketing email only if you agree to it. Where a form offers marketing email, its box starts unticked, so you choose whether to tick it. Every marketing email we send has an unsubscribe link, in line with the Spam Act 2003 (Cth). You can also ask us to stop at any time by emailing hello@emerafs.com.au.
We may also use your information for other purposes you would reasonably expect, or where the law allows or requires it.
5. Disclosure of personal information
We don't sell your personal information. We share it only where we need to for the purposes in this policy. We may disclose it to:
service providers who run our website and systems, including our hosting provider (Cloudflare), our analytics and advertising tools (Google) and our customer relationship and marketing tool (HubSpot)
contractors and suppliers who help us deliver services at your site
a client, when the client asks for proof that a worker we send to its site holds a current police check or Working with Children Check
our professional advisers, such as accountants and lawyers
government bodies and regulators, where the law requires it
a buyer or prospective buyer of all or part of our business, or an investor, as part of a sale, merger or financing
When you submit a form on our website, your details go into our HubSpot account. HubSpot holds our account data in its Australian data centre in Sydney.
Some of our service providers are overseas companies, and some of them process data overseas. Google processes data from its analytics and advertising tools outside Australia, including in the United States. Cloudflare, which hosts our website, processes visitors' IP addresses at data centres around the world, including in the United States. HubSpot, Google and Cloudflare are all based overseas, so your information may also be accessed from overseas, including from the United States. Before we disclose personal information overseas, we take reasonable steps to make sure the recipient handles it in line with the APPs, as APP 8 requires.
6. Cookies and tracking tools
Our website uses cookies and similar tools. They help us understand how people use the site, measure our advertising, connect form enquiries to visits, and keep the site secure. The tools are Google Tag Manager, Google Analytics 4, Google Ads conversion tracking and remarketing, HubSpot's tracking code and forms, YouTube's privacy-enhanced video player, and Cloudflare.
You can control these tools. You can block or delete cookies in your browser settings, install the Google Analytics opt-out add-on, and manage personalised Google ads in My Ad Center. Our cookie policy lists each cookie, what it does and how long it lasts.
7. Data quality, security and retention
We take reasonable steps to keep the personal information we hold accurate, up to date and complete. Please tell us if your details change.
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, change or disclosure, as APP 11 requires. No website, email or storage system is completely secure, so we can't promise that information you send us online is secure.
We keep personal information only for as long as we need it for the purposes in this policy, or for as long as the law requires, for example for tax and accounting records. When we no longer need it, we take reasonable steps to delete it or de-identify it.
8. Access and correction
You can ask to see the personal information we hold about you, and ask us to correct it if it's wrong, out of date or incomplete. These rights come from APPs 12 and 13.
To make a request, email hello@emerafs.com.au. We may need to confirm your identity first. We will respond within a reasonable time. If we refuse a request, we will tell you why in writing and how you can complain, unless the law says we don't need to.
9. Complaints
If you think we have mishandled your personal information or breached the APPs, please email us at hello@emerafs.com.au and tell us what happened. We will look into your complaint and reply to you.
If you're not satisfied with our reply, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
10. Contact details
For privacy questions, requests and complaints, contact Emera Holdings Pty Ltd, trading as Emera Facility Services:
email: hello@emerafs.com.au
phone: 1300 153 114
post: 16 Stelvio Close, Lynbrook VIC 3975
You can also reach us through our contact page.
11. Amendment of this policy
We may update this policy from time to time, for example when we change how we handle personal information or the tools our website uses. We will publish the updated policy on this page. The date at the top of the page shows when it last changed.