Privacy Policy

Forge HQ Pty Ltd, ABN 50 699 647 777, respects your privacy. This policy explains what personal information we collect, why we collect it, who we share it with and what you can do about it.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. Who this policy covers

This policy applies to:

• visitors to this website;
• people who book a call or enquire with us;
• our clients and the people who work for them; and
• members of the public who contact one of our clients through a system we operate for that client.

Where we handle information about a client's own customers, we do so on that client's behalf and on their instructions. That client is responsible for how they use it. This is explained in section 5.

2. What we collect

2.1 When you contact us

• your name;
• your business name;
• your email address and phone number;
• your suburb or service area; and
• anything else you choose to tell us about your business when you enquire or book a call.

2.2 When you become a client

• business details, including your ABN and the licences you hold;
• billing and payment details, which are handled by our payment provider and are not stored by us in full;
• account access details you give us for advertising and business profile accounts; and
• records of our correspondence with you.

2.3 When you contact one of our clients

If you call, text or submit a form to a heating and cooling business that uses our system, we process the following on that business's behalf:

• your name and contact details;
• the phone number you called from;
• the content of text messages between you and the business;
• call records, including time and duration, and a recording where the business has told you calls are recorded; and
• what you have said about the work you need.

2.4 Automatically, when you use this website

• your IP address and rough location derived from it;
• your browser and device type;
• the pages you viewed and how you arrived; and
• information collected by cookies and similar technologies, described in section 8.

3. How we collect it

We collect most personal information directly from you, when you fill in a form, book a call, send an email, call us, or send a text message.

We also collect information from advertising platforms when you submit a lead form on Facebook or Instagram, and from our clients when they give us access to their systems so that we can operate the service for them.

If you give us personal information about someone else, you must have their permission to do so.

4. Why we use it

We use personal information to:

• respond to your enquiry and arrange a call;
• provide and operate the service for our clients, including missed call text back, follow up messages, the enquiry pipeline and review requests;
• build, run and optimise advertising campaigns for our clients;
• report to our clients on how their advertising is performing;
• bill clients and keep our own business records;
• improve how the service works; and
• meet our legal obligations.

We do not sell personal information, and we do not disclose it for another organisation's own marketing.

5. Text messages and calls

A central part of the service is that when a caller does not get through to one of our client businesses, that business sends an automatic text message back.

• The message is sent in the name of the heating and cooling business you called, not in the name of Forge. That business is the sender.
• We operate the system that sends it, as a service provider to that business.
• The message is a reply to your call about work you were enquiring about. It is not a marketing broadcast, and we do not add your number to a marketing list.
• You can stop the messages at any time by replying with the opt out word included in the message, or by telling the business directly.

Where messages are sent that do amount to marketing under the Spam Act 2003 (Cth), they are sent only where the business has consent to send them, and every message identifies the sender and includes a way to unsubscribe.

6. Who we share it with

We share personal information only where it is needed to run the service. That includes:

• Our client, where you enquired with their business. They receive your enquiry so that they can quote and do the work.
• GoHighLevel, the platform we use for the enquiry pipeline, phone line, text messaging and forms.
• Meta Platforms, where you submit a lead form on Facebook or Instagram, and for advertising measurement.
• Google, in connection with review requests to a business's Google Business Profile.
• Telecommunications carriers, to deliver calls and text messages.
• Our payment provider, to process client payments.
• Our professional advisers, such as accountants and lawyers, where needed.
• Anyone else where you have consented, or where the law requires or permits it.

7. Overseas disclosure

Some of the providers listed above are based overseas or store data overseas, including in the United States. This applies to GoHighLevel, Meta and Google.

By using this website or the service, you acknowledge that your personal information may be stored and processed outside Australia, and that overseas recipients may not be subject to the Australian Privacy Principles. We take reasonable steps to use providers with appropriate protections in place.

8. Cookies and tracking

This website uses cookies and similar technologies to keep the site working and to understand how it is used.

You can block or delete cookies in your browser settings. Parts of the site, including the booking form, may not work properly if you do.

9. How we keep it safe

We take reasonable steps to protect personal information from misuse, loss and unauthorised access. That includes access controls on our systems, multi factor authentication where it is available, and limiting access to the people who need it to do their work.

No system is completely secure. If a data breach happens that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

10. How long we keep it

We keep personal information only as long as we need it for the purposes described in this policy, or as long as the law requires. Financial and tax records are kept for at least seven years, as required under Australian law.

When a client's agreement ends, their enquiry records are handed back or deleted on request, other than anything we must keep for legal or accounting reasons.

When information is no longer needed and we are not required to keep it, we destroy it or remove the details that identify you.

11. Getting access, or correcting it

You can ask us for a copy of the personal information we hold about you, and you can ask us to correct it if it is wrong or out of date. Email [email protected] and tell us what you need.

We will ask you to verify who you are, and we will respond within a reasonable time, usually within 30 days. There is no charge for making a request. If we refuse a request, we will tell you why in writing.

If your enquiry sits with one of our client businesses, we may need to refer you to that business, because the information is held on their behalf. We will tell you who to contact.

12. Dealing with us anonymously

You can ask us a general question without giving your name. We cannot provide the service, quote, or return your call without contact details.

13. Complaints

If you think we have mishandled your personal information, email [email protected] with the details. We will acknowledge your complaint and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

14. Changes to this policy

We may update this policy from time to time. The current version is always on this page.

15. Contact

Privacy questions can go to [email protected] or [email protected].

Forge HQ Pty Ltd, ABN 50 699 647 777, Victoria, Australia.