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Privacy Policy

Last updated: 28 March 2026

ABN: 58 636 227 060

Total Flood Damage Melbourne ("we", "us", or "our") is committed to protecting your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at www.totalflooddamagemelbourne.com.au or engage our services.

1. Information We Collect

We may collect the following types of personal information:

  • Contact details: name, email address, phone number, and suburb when you submit an enquiry form or contact us directly.
  • Property details: address and description of water damage or flooding when you request a service quote or emergency response.
  • Insurance information: policy number and insurer details when we assist with insurance claims on your behalf.
  • Website usage data: IP address, browser type, pages visited, and time spent on pages, collected through cookies and analytics tools.

2. How We Collect Information

We collect personal information through:

  • Contact and enquiry forms on our website
  • Phone calls and emails
  • On-site service assessments and inspections
  • Cookies and web analytics (Google Analytics 4)

3. How We Use Your Information

We use your personal information to:

  • Respond to your enquiries and provide quotes
  • Deliver flood damage restoration, water extraction, carpet drying, and related services
  • Coordinate with your insurance company on your behalf
  • Send service-related communications (appointment confirmations, progress updates)
  • Improve our website and services through analytics
  • Comply with legal obligations

We will never sell, rent, or trade your personal information to third parties for marketing purposes.

4. Disclosure of Information

We may share your personal information with:

  • Insurance companies: when you authorise us to liaise with your insurer regarding a claim
  • Service providers: trusted contractors who assist in delivering restoration services, bound by confidentiality obligations
  • Our related business: Total Cleaning Melbourne (ABN 58 636 227 060), which operates under the same business entity and may provide complementary cleaning services
  • Legal authorities: where required by law, court order, or to protect our legal rights

5. Cookies and Analytics

Our website uses cookies and Google Analytics 4 to understand how visitors use our site. This data is collected anonymously and helps us improve the user experience. You can control cookie preferences through your browser settings. Disabling cookies may affect some website functionality.

6. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our website uses HTTPS encryption for all data transmitted between your browser and our servers. Form submissions are processed through Web3Forms, a secure third-party form handling service.

7. Data Retention

We retain personal information only for as long as it is needed to fulfil the purposes for which it was collected, or as required by law. Service records and insurance documentation may be retained for up to seven years in accordance with Australian tax and business record-keeping requirements.

8. Your Rights

Under the Australian Privacy Act, you have the right to:

  • Request access to the personal information we hold about you
  • Request correction of inaccurate or outdated information
  • Request deletion of your personal information (subject to legal obligations)
  • Lodge a complaint about how we handle your personal information

9. Third-Party Links

Our website may contain links to other websites, including our sister business Total Cleaning Melbourne. We are not responsible for the privacy practices of external websites and encourage you to review their privacy policies.

10. Contact Us

If you have any questions about this Privacy Policy or wish to make a privacy-related request, please contact us:

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised "Last updated" date.