Privacy policy

The personal information we collect

We collect the information we need to quote, plan and carry out your move, and to run our business. What we collect depends on how you deal with us.

The quote form

Our two-step quote form asks about the move and then about you. It collects:

• the type of move, such as a local move, interstate relocation, office move, storage, packing, car relocation or cleaning
• the suburb and postcode you are moving from, and the suburb and postcode you are moving to
• your preferred moving date, or the month you are aiming for if your dates are flexible
• the size of the move, and the number of desks for an office move
• any notes you choose to add about the move, such as stairs, lifts, parking or particular items
• your name, phone number and email address
• how you would prefer us to contact you and the best time to reach you
• your consent to being contacted about your quote

The quick quote card on our homepage

The shorter form at the top of our homepage collects the type of move, the suburbs and postcodes involved, and your phone number, so we can call you to complete the details.

The callback form

The callback form on our contact page collects your name, your phone number and the best time of day to call you.

Where you found us

When you send us a form, we record some information about how you arrived at our website, so we can understand which of our advertising and referral sources are working. This includes any campaign details in the web address you used (such as the source, medium and campaign name), the page that referred you to us, the first page you landed on, and when you first visited during that session.

Phone calls, emails and bookings

If you call or email us, we keep a record of what you tell us. If you book a move, we also collect the information needed to carry it out and to be paid for it. That can include full street addresses, access details, an inventory of items, the names and phone numbers of anyone who will be present on the day, and billing and payment details.

We do not ask for sensitive information, such as health information, and we ask that you do not include it in the notes on our forms. If a detail of that kind is genuinely relevant to your move, for example a mobility need that affects access, we will only use it for that purpose.

Website analytics and cookies

We use Google Analytics 4 to understand how people use our website, so we can improve it. Google Analytics uses cookies and similar technologies to collect information such as the pages you view, how long you spend on them, the type of device and browser you use, and your approximate location, which is worked out from your IP address. We do not use it to identify you personally, and we do not combine it with the details you give us in a form.

You can stop Google Analytics collecting information about your visits by installing the Google Analytics opt-out browser add-on, or by blocking or deleting cookies in your browser settings. Our website will still work if you do.

Our website also keeps technical logs, such as the time of a request and the address it came from, to keep the site secure and working properly.

How we collect it

We collect most personal information directly from you: through our website forms, over the phone, by email, and in person when we inspect or carry out a move. Sometimes we collect it from someone acting for you, such as a family member, an employer arranging a relocation, a real estate agent or a building manager. Where that happens, we expect them to have told you they are giving your details to us.

Dealing with us anonymously

You can browse our website and ask general questions without telling us who you are. You can also ask for a rough idea of cost using a name that is not your own. To give you a written quote or to carry out a move, though, we need to know who you are, how to reach you and where the move is, so it is not practical to do that anonymously.

Why we collect it and how we use it

We use your personal information for the purposes you would reasonably expect when you ask a moving company for help. These are:

• preparing and following up your quote, and contacting you in the way and at the time you asked
• planning, scheduling and carrying out your move, including briefing our crew and arranging access, parking and lift bookings
• arranging related services you have asked for, such as storage, cleaning or vehicle transport
• invoicing, taking payment and keeping business and tax records
• handling questions, complaints and claims
• understanding how people find and use our website, so we can improve it and our advertising
• meeting our legal obligations

We will not use your information for a different purpose unless you have agreed to it, you would reasonably expect it, or the law requires or permits it.

Direct marketing

We do not sell, rent or trade your personal information. We may occasionally contact past customers or people who have asked for a quote with information we think is useful, such as a reminder before a planned move date. Every marketing email we send includes a way to unsubscribe, and you can also tell us at any time, by phone or email, that you do not want to hear from us. We will act on that request promptly and at no cost to you.

Who we share it with

We only share personal information where it is needed to provide our services or to run our business, and we expect the organisations we share it with to protect it. They include:

• our website host, Vercel, which runs the website and processes the forms you submit
• our email delivery provider, Resend, which delivers your enquiry to our team and sends any confirmation email to you
• Google, which provides Google Analytics
• service partners we use to complete a job you have booked, such as our cleaning partner, vehicle carriers for car relocations, and storage facilities - they receive only the details they need, such as an address, a contact name and number, and the job details
• our accountants, insurers, lawyers and other professional advisers, where they need the information to advise or act for us
• government agencies, courts or regulators, where the law requires or permits us to disclose it

Information held overseas

Some of the service providers listed above store or process information outside Australia. Vercel, Resend and Google are based in the United States, and information you send through our website may be processed or stored there, or in other countries where those providers operate. We choose established providers with published security and privacy commitments, and we take reasonable steps to make sure they handle personal information in a way that is consistent with the Australian Privacy Principles.

How we protect it

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. Our website is served over an encrypted connection. Access to customer records is limited to the people in our team who need it to do their job, and we use accounts protected by strong passwords and, where available, multi-factor authentication. Our crews are given the details they need for a job and no more.

No system is completely secure. If we become aware of a data breach that is likely to cause serious harm, we will tell the people affected and the Office of the Australian Information Commissioner as required.

How long we keep it

We keep personal information only for as long as we need it. If you ask for a quote and do not go ahead, we delete your enquiry details within 24 months of your last contact with us. If you book a move, we keep your customer and job records for up to 7 years, where we need them to meet tax, accounting and legal obligations or to deal with a claim. After that, we securely delete or de-identify them.

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Contact us on 1300 001 091 or at quote@movewiserelocations.com.au. We will need to confirm your identity before we release or change anything.

We will respond to your request within 30 days. We do not charge for making a request or for correcting information. If a request for access involves an unusual amount of work, we may ask for a reasonable fee to cover it and will tell you first. If we refuse a request, which the law allows in limited circumstances, we will tell you why in writing and how you can complain.

Complaints

If you think we have mishandled your personal information, please tell us first so we can try to fix it. Contact us on 1300 001 091 or at quote@movewiserelocations.com.au and give us as much detail as you can. We will acknowledge your complaint within 1 business day, look into it, and give you a response in writing, usually within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy when our services, our website or the law changes. The current version is always on this page, with the date it was last updated at the top. If we make a significant change to how we handle personal information, we will make that clear on our website.

Contact us

• Movewise Relocations Pty Ltd (ACN 639 817 735, ABN 23 639 817 735), trading as Movewise Relocations
• Phone: 1300 001 091 (Mon–Sat 7am–7pm, Sun by arrangement)
• Email: quote@movewiserelocations.com.au