Privacy Policy

Overview

SURE Services Group Pty. Ltd. (ACN 673 593 318), trading as SURE Building Inspections (“SURE”, “we”, “us”, “our”), operates surebuildinginspections.au and related sites. This policy explains what personal information we collect, how we use and share it, and the choices you have. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Questions or requests? Contact our Privacy Officer at inspect@sure.net.au.

Information we collect

Information you give us

When you book an inspection, make an enquiry, request an area report, or apply to franchise, we collect information such as your name, email, phone number, the property address and details, your preferred service and date, and your contact preferences.

If someone else needs to arrange access to the property — for example a real estate agent, the vendor, a tenant or a builder — you may give us their name and contact details for that purpose. We use those details only to arrange and coordinate access and a time for the inspection, and we handle them the same way as your own information under this policy.

We also collect what you enter into a form before you send it. If you start a booking or enquiry and do not finish it, we keep the details you had entered — which may include your name, email, phone number, property address and the answers you had given — together with how far through the form you reached and whether sending it failed. We use this to follow up about the enquiry you started, to contact you about our services, and to find and fix the problems that stop a booking from going through. You can opt out of marketing at any time — see Marketing — and you can ask us to delete an unfinished enquiry by emailing inspect@sure.net.au. Incomplete enquiries are held for a shorter period than completed ones — see How long we keep information.

Information we collect automatically

When you use our site we may collect technical and usage information such as your IP address, browser and device characteristics, the pages you visit and how you move through the site, and referrer, campaign and advertising identifiers. We and our analytics tools use cookies and similar technologies to collect this, to understand how the site is used, recognise returning visits, and help us prioritise and respond to enquiries. When you make an enquiry or booking, we may also use a hashed version of your email address, phone number, or name to recognise that your earlier visits to our site relate to the same enquiry, including across devices (“cross-device stitching”) — for purposes such as handling and routing your enquiry, website analytics, scoring and prioritising enquiries, and advertising measurement and audience creation (including uploading hashed identifiers to advertising platforms as described below).

We also generate a device and browser fingerprint from your device and browser characteristics. We use this fingerprint to recognise returning visits and to probabilistically link anonymous visits across devices, including before you contact us, for purposes such as website analytics, prioritising and scoring enquiries, and routing them to the right local team. This is active by default; you can opt out at any time under Cookie preferences in our footer. See our Cookies & Tracking Notice for more.

We record session replays — recordings of how pages are used, such as mouse movement, clicks, scrolling and navigation — for purposes such as diagnosing technical issues and improving the site. These recordings include what you enter into forms, such as your name, email address, phone number and property address, so that we can see and fix problems that stop a booking or enquiry from going through. Passwords are masked.

You can opt out of session recording at any time under Cookie preferences in our footer.

Signing in to see your orders

Booking an inspection never requires an account. If you choose to sign in to see your own orders, we use your email address to send a one-time sign-in link and to identify your account. Signing in sets a cookie so you stay signed in. Once signed in, you can see your own orders only, never anyone else’s.

Information we receive from others

We may also receive information about you from others, such as referral partners, real estate agents or property managers who refer you to us.

Sensitive information

We don’t generally seek sensitive information as that term is defined in the Privacy Act 1988 (Cth), and we ask that you don’t send it to us unless we have asked for it. Where we do collect or hold sensitive information, we handle it in line with the APPs.

How we use your information

We use personal information for purposes such as:

• Booking and delivering your inspection and report, and routing your booking to the right local franchisee inspector
• Sending service communications, such as booking confirmations, report delivery and follow-up advice
• Sending marketing where you have opted in — you can opt out anytime via our unsubscribe page
• Understanding and improving our website, services and inspector network
• Measuring the effectiveness of our advertising and building advertising audiences, including by uploading hashed contact information to our advertising providers
• Meeting our legal obligations

How we disclose your information

We may disclose personal information to:

• Service providers — companies that perform services for us, such as website hosting and content delivery, form security, email delivery, mapping, and website analytics and advertising measurement
• The SURE group — our related businesses and our own analytics infrastructure, to help us improve inspector routing, service quality and marketing, and so staff across the group, including franchisees servicing other areas, may access your enquiry and order history to service your booking
• Others where appropriate — such as professional advisers, and law enforcement or regulators, where required or permitted by law

This includes third-party analytics and advertising tools from parties like Google and Meta. The tools we use are described in our Cookies & Tracking Notice, and are loaded only where you have given consent or not opted out.

International data handling (APP 8)

We may transfer, process and store personal information outside Australia — including in countries such as the United States — wherever we or our service providers operate. Where we disclose advertising and conversion data to an overseas recipient, we rely on that recipient’s data processing terms, which commit it to handle the information to an equivalent standard. We take reasonable steps to ensure overseas recipients handle your information consistently with the APPs.

Cookies and tracking

We use cookies and similar technologies to keep the site working, remember your preferences, and — with your consent — measure and improve the site. You can manage your choices using the Cookie preferences control in our footer. For more, see our Cookies & Tracking Notice.

Automated decision-making

We use automated systems to help run our business. These include routing your booking or enquiry to the right local franchisee inspector based on the property location and service you choose, scoring and prioritising enquiries so our team can respond to the most time-sensitive first, and linking browsing activity on this site with the contact details you provide so our records and marketing are accurate. These systems use the information described above, and they affect how quickly we respond and the marketing you see.

These systems handle information; the professional judgement stays with our people. The inspection of your property, and the findings and assessment in your report, are carried out by an experienced inspector. If you have a question about how your enquiry was handled, contact us at inspect@sure.net.au.

How long we keep information

An enquiry you started and did not send is kept for a shorter period than a completed one, and is then deleted.

How long we keep personal information depends on the type of information, the purpose it was collected for, applicable legal or regulatory requirements, and your preferences. When we no longer need it, we take reasonable steps to delete it or de-identify it. Where deletion isn’t immediately possible (for example, where information is held in backups), we keep it secure and isolate it from further use until deletion is possible.

Marketing

We use the contact details you give us to market our services to you, including where you started an enquiry or booking and did not finish it. Where the law requires your consent for a particular kind of message, we send that kind of message on that basis. Every marketing message includes an unsubscribe option, and you can opt out at any time via our unsubscribe page, the link in any email, or by emailing inspect@sure.net.au. Even after you opt out of marketing, you may still receive transactional messages such as booking confirmations, report delivery and service updates.

How we secure your information (APP 11)

We use reasonable, industry-standard technical and organisational measures to protect personal information from misuse, loss and unauthorised access. No method of transmission or storage is completely secure, so we can’t guarantee absolute security. If an eligible data breach occurs, we will notify affected individuals and the OAIC as required by the Notifiable Data Breaches scheme.

Accessing and correcting your information (APP 12 & 13)

You can ask us for access to the personal information we hold about you, or ask us to correct it, by emailing inspect@sure.net.au. We’ll respond within a reasonable period and in line with the APPs.

Complaints

If you have a concern about how we’ve handled your personal information, contact inspect@sure.net.au and we’ll work with you to resolve it. If you’re not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au/privacy/privacy-complaints or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. We’ll post the current version on this page and update the date above.

Contact us

SURE Services Group Pty Ltd
Email: inspect@sure.net.au
Phone: 1300 787 327