Instaa Privacy Policy

1. Information we collect

Depending on how you interact with Instaa, we may collect:

• your name
• telephone number
• email address
• postcode and suburb
• property or installation address
• information about your home or property
• the type of product or service you are interested in
• information you enter into our instant quote tools
• photographs, plans or documents you provide
• preferred installation timeframes
• details of quotes or services requested
• communications between you and Instaa
• communications or status information supplied by installers
• payment and transaction information where applicable
• feedback, reviews and complaint information
• IP address, device, browser and website-use information
• information collected through cookies, analytics and advertising technologies.

We generally do not require sensitive information to provide an initial quote. Please avoid providing sensitive information unless it is reasonably necessary.

2. How we collect information

We may collect information:

• directly from you through our website
• through quote forms and calculators
• when you telephone, email or SMS us
• when you communicate with our team
• when you request to be connected with an installer
• from an installer or service provider involved in your enquiry
• through advertising platforms and referral partners
• through cookies, analytics and similar technologies
• from publicly available information where permitted by law.

3. Why we collect and use your information

We may use personal information to:

• provide instant or indicative pricing
• respond to enquiries
• understand your installation requirements
• identify suitable installers
• connect you with relevant local installers
• arrange quotes or appointments
• allow installers to contact you about your enquiry
• administer purchases or bookings
• provide customer service
• monitor the progress of an enquiry or installation
• resolve complaints and disputes
• improve our website, quoting tools and services
• prevent fraud or misuse
• comply with legal obligations
• send marketing communications where permitted by law.

4. Sharing your information with installers

One of the main purposes of Instaa is to connect consumers with relevant home-service providers.

When you request quotes or installer options, we may provide relevant information to up to three installers or service providers who may be able to assist with your request.

This may include your:

• name
• contact details
• postcode or property location
• product/service requested
• quote inputs
• property information
• installation requirements.

Those providers may contact you by telephone, SMS or email regarding your specific enquiry.

Once an independent installer receives your personal information, the installer may also have its own privacy obligations and privacy policy.

5. Other organisations we may disclose information to

We may disclose information where reasonably necessary to:

• installers and tradespeople
• product suppliers
• payment providers
• CRM and customer-support platforms
• email and SMS providers
• telephone providers
• website hosting and cloud providers
• analytics providers
• advertising platforms such as Google and Meta
• IT and cybersecurity providers
• accountants, lawyers and professional advisers
• regulators, law-enforcement agencies or courts where required.

We do not sell personal information as a standalone consumer database.

6. Overseas processing

Some technology, analytics, advertising, communications or cloud providers used by Instaa may process or store information outside Australia.

These locations may include the United States and other countries in which our service providers operate.

Before publishing this policy, Instaa should confirm the actual countries used by its CRM, hosting, messaging, analytics and advertising providers because the APPs require overseas disclosure information where practicable. OAIC

7. Direct marketing

Where permitted by law, we may contact you about Instaa products, services or offers that may be relevant to you.

Commercial email and SMS marketing generally requires consent, sender identification and an easy unsubscribe mechanism. ACMA

You may opt out at any time by:

• clicking an unsubscribe link
• replying STOP to an SMS where available
• contacting us at hello@instaa.com.au.

We will process unsubscribe requests in accordance with applicable law.

Withdrawing marketing consent does not prevent us from contacting you about an existing quote, booking, transaction or service request.

8. Telephone contact

If you submit an enquiry and consent to being contacted, Instaa and relevant installers may telephone you regarding that enquiry.

Australian telemarketing and Do Not Call rules apply to marketing calls. Consent can be withdrawn. ACMA

9. Cookies and analytics

Instaa may use cookies and similar technologies to:

• operate the website
• remember preferences
• understand website usage
• measure advertising performance
• improve the quote experience
• show relevant advertising.

You may be able to control cookies through your browser or device settings.

10. Automated quoting and matching

Instaa may use software or automated tools to:

• calculate indicative prices
• identify relevant products
• rank or match installers
• determine which options to display.

Automated estimates are based on the information available to us and may not reflect all property or installation conditions.

A final quote may require confirmation by an installer.

We do not currently use automated systems to make credit, insurance or other decisions that have a comparable significant legal effect on consumers.

11. Data security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

However, no internet or electronic storage system can be guaranteed to be completely secure.

12. Retention

We retain personal information for as long as reasonably required to:

• provide our services
• administer customer relationships
• manage complaints or disputes
• maintain business records
• comply with legal obligations.

When information is no longer reasonably required, we may delete it, destroy it or de-identify it where appropriate.

13. Access and correction

You may request access to personal information we hold about you or ask us to correct inaccurate information.

We may need to verify your identity before providing access.

14. Privacy complaints

If you believe we have mishandled your personal information, please contact our Privacy Officer.

We will investigate your complaint and aim to respond within a reasonable period.

If you remain dissatisfied and the Privacy Act applies, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.

15. Changes to this policy

We may update this Privacy Policy where our business or information-handling practices change.

The latest version will be available at www.instaa.com.au.