This Privacy Policy explains how Mates Rates National Pty Ltd (trading as “Mates Rates Australia,” “we,” “us,” or “our”) collects, uses, discloses, and protects your personal information when you visit our website, use our services, or interact with us in any way.
We are committed to protecting your privacy and handling your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).
Our Contact Details:
- Business Name: Mates Rates National Pty Ltd (trading as Mates Rates Australia)
- Address: 1 Wireless Road East, Mount Gambier, SA, Australia, South Australia 5290
- Phone: +61 488 816 283
- Email: adam@matesratesaustralia.com
- Business Hours: Monday – Friday: 9:30 am to 5 pm
2.1 Personal Information You Provide to Us
We collect personal information that you voluntarily provide to us, including:
Contact Information:
- Name (first and last name)
- Email address
- Phone number
- Postal address
- Business name (if applicable)
Service-Related Information:
- Project details and specifications
- Property information for installations
- Service preferences and requirements
- Installation addresses (which may differ from your contact address)
- Budget and timeline information
Communication Information:
- Messages and correspondence sent through our contact forms
- Phone call records and notes
- Email communications
- Customer service interactions
- Feedback and reviews
Transaction Information:
- Purchase history and order details
- Product preferences
- Payment information (processed securely through our payment providers)
- Delivery and installation preferences
- Warranty and service records
2.2 Information Automatically Collected
When you visit our website, we automatically collect certain technical information:
Website Usage Data:
- IP address and location data
- Browser type and version
- Device information (computer, mobile, tablet)
- Operating system
- Pages visited and time spent on pages
- Referring websites
- Date and time of visits
- Search terms used
Cookies and Tracking Technologies:
- Session cookies for website functionality
- Analytics cookies for website improvement
- Marketing cookies for advertising purposes
- Preference cookies to remember your settings
2.3 Information from Third Parties
We may receive information about you from:
- Google Analytics for website usage insights
- Facebook for advertising effectiveness
- Brevo for email marketing analytics
- Payment processors for transaction completion
- Our business partners and suppliers
- Publicly available sources
We use your personal information for the following purposes:
3.1 Primary Business Purposes
Service Delivery:
- Providing quotes and estimates for our products and services
- Managing and fulfilling orders for sheds, heating systems, trailers, and other products
- Coordinating installations and maintenance services
- Conducting site assessments and consultations
- Managing warranties and after-sales service
Customer Communication:
- Responding to inquiries and customer service requests
- Providing project updates and installation schedules
- Sending important service notifications
- Following up on completed projects
- Handling complaints and feedback
Business Operations:
- Processing payments and managing accounts
- Maintaining customer records and service history
- Managing our supply chain and logistics
- Improving our products and services
- Training our staff to better serve you
3.2 Marketing and Promotional Activities
Direct Marketing:
- Sending newsletters about new products and services
- Providing information about special offers and promotions
- Sharing relevant industry news and tips
- Inviting participation in customer satisfaction surveys
Website Personalization:
- Customizing content based on your interests
- Remembering your preferences for future visits
- Providing relevant product recommendations
- Improving website functionality and user experience
3.3 Legal and Compliance
- Complying with legal obligations and regulations
- Establishing, exercising, or defending legal claims
- Preventing fraud and unauthorized activities
- Maintaining records as required by law
- Protecting the safety and security of our staff and customers
4.1 Google Analytics 4
We use Google Analytics 4 to understand how visitors interact with our website. This service collects:
- Anonymized user behavior data
- Website traffic patterns
- Demographic information (in aggregate)
- Conversion tracking for our marketing efforts
Data Retention: Google Analytics data is retained for 26 months, after which it is automatically deleted.
Your Control: You can opt-out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.
Google’s Privacy Policy: https://policies.google.com/privacy
4.2 Facebook Pixel
We use Facebook Pixel to measure the effectiveness of our advertising and provide more relevant ads. This service:
- Tracks website visits from Facebook ads
- Measures conversion events (form submissions, purchases)
- Creates custom audiences for targeted advertising
- Optimizes ad delivery to interested users
Data Shared: Limited website interaction data and anonymized user identifiers.
Your Control: You can control Facebook advertising through your Facebook Ad Preferences.
Facebook’s Privacy Policy: https://www.facebook.com/privacy/explanation
4.3 Brevo Email Marketing
We use Brevo (formerly Sendinblue) for email marketing and communications. This includes:
- Managing email subscription lists
- Sending newsletters and promotional emails
- Tracking email open rates and click-through rates
- Automating follow-up communications
Data Stored: Email addresses, names, and email interaction data.
Data Location: Brevo stores data in secure facilities within the European Union.
Your Control: You can unsubscribe from our emails at any time using the unsubscribe link in any email or by contacting us directly.
Brevo’s Privacy Policy: https://www.brevo.com/legal/privacypolicy/
4.4 WooCommerce and WordPress
Our website is built on WordPress with WooCommerce for Quote functionality:
- Customer account information
- Quote, Order and transaction history
- Product reviews and ratings
- Website security and performance data
Data Security: All data is stored on secure servers with regular backups and security monitoring.
4.5 Payment Processors
We use secure, PCI-compliant payment processors to handle transactions. We do not store credit card information on our servers. Payment data is processed according to industry security standards.
4.6 Other Third-Party Services
Installation and Service Partners:
- We may share relevant project information with our installation teams and subcontractors
- This includes contact details, project specifications, and installation addresses
- All partners are required to maintain confidentiality and data protection standards
Suppliers and Manufacturers:
- Product specifications and delivery requirements may be shared with suppliers
- This ensures proper product selection and timely delivery
- Warranty information may be shared for product registration and support
We implement comprehensive security measures to protect your personal information:
5.1 Technical Safeguards
- Encryption: All data transmission is encrypted using SSL/TLS technology
- Secure Servers: Data is stored on secure servers with regular security updates
- Access Controls: Strict employee access controls and authentication procedures
- Firewalls: Network protection through advanced firewall systems
- Regular Backups: Automated, secure data backups to prevent data loss
5.2 Administrative Safeguards
- Staff Training: Regular privacy and security training for all employees
- Access Limitations: Personal information access limited to authorized staff only
- Confidentiality Agreements: All staff and contractors sign confidentiality agreements
- Incident Response: Procedures in place for responding to security incidents
- Regular Audits: Periodic review and updating of security measures
5.3 Physical Safeguards
- Secure Facilities: Office premises secured with appropriate access controls
- Device Security: Company devices protected with passwords and encryption
- Document Handling: Secure handling and disposal of physical documents
- Visitor Controls: Restricted access to areas containing personal information
We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy:
6.1 Retention Periods
Customer Information:
- Active customer records: Retained while you remain a customer and for 7 years after the last interaction for legal and warranty purposes
- Marketing communications: Until you unsubscribe or withdraw consent
- Website analytics: 26 months (Google Analytics retention period)
- Transaction records: 7 years as required by Australian tax and business laws
Specific Data Types:
- Contact form submissions: 3 years unless converted to customer relationship
- Email marketing data: Until unsubscribe request
- Website cookies: As specified in our Cookie Policy (typically 1-2 years)
- Service and warranty records: 10 years from service completion
6.2 Data Deletion
When the retention period expires, we securely delete or anonymize your personal information. You may also request deletion of your data in certain circumstances (see Your Rights section below).
Under Australian privacy law, you have several rights regarding your personal information:
7.1 Access Right
You have the right to request access to the personal information we hold about you. This includes:
- Confirmation of what information we have
- A copy of your personal information
- Details about how we use your information
- Information about who we share your data with
7.2 Correction Right
You can request correction of your personal information if it is:
- Inaccurate or incomplete
- Out of date
- Misleading
7.3 Erasure Right
You may request deletion of your personal information in certain circumstances:
- When it’s no longer necessary for the original purpose
- When you withdraw consent (where consent is the legal basis)
- When you object to processing and there are no overriding legitimate grounds
- When required by law
7.4 Objection Right
You can object to processing of your personal information for:
- Direct marketing purposes (absolute right)
- Other purposes based on legitimate interests (we’ll assess and respond)
7.5 Data Portability
Where technically feasible, you can request a copy of your data in a structured, commonly used format.
7.6 Withdraw Consent
Where we process your data based on consent, you can withdraw that consent at any time.
7.7 How to Exercise Your Rights
To exercise any of these rights, contact us using the details provided in this policy. We will:
- Respond within 30 days
- Verify your identity before processing requests
- Provide clear information about any fees (if applicable)
- Explain any limitations or exemptions that may apply
8.1 What Are Cookies
Cookies are small text files stored on your device when you visit our website. They help us provide a better user experience and analyze website performance.
8.2 Types of Cookies We Use
Essential Cookies:
- Required for basic website functionality
- Shopping cart and checkout processes
- Security and authentication
- Cannot be disabled if you want to use our website
Analytics Cookies:
- Google Analytics for website usage statistics
- Help us understand visitor behavior and improve our website
- Provide insights into popular products and services
Marketing Cookies:
- Facebook Pixel for advertising effectiveness
- Retargeting visitors with relevant ads
- Measuring conversion rates from our advertising campaigns
Preference Cookies:
- Remember your settings and preferences
- Language and location preferences
- Previously viewed products and pages
8.3 Managing Cookies
You can control cookies through:
- Browser Settings: Most browsers allow you to block or delete cookies
- Third-Party Opt-outs: Direct opt-out tools from Google, Facebook, and other services
Note: Disabling certain cookies may affect website functionality and your user experience.*
Our services are not directed at children under 13 years of age. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13, we will take steps to remove that information from our systems.
If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately.
While we primarily operate within Australia, some of our third-party service providers may process or store data outside Australia:
Google Analytics: Data may be processed in the United States and other countries where Google operates data centers.
Facebook: Data may be processed in the United States and other jurisdictions where Facebook operates.
Brevo: Data is primarily stored in European Union data centers.
When we transfer data internationally, we ensure appropriate safeguards are in place, including:
- Adequacy decisions by relevant privacy authorities
- Standard contractual clauses approved by privacy regulators
- Certification schemes and codes of conduct
- Binding corporate rules
If Mates Rates Australia is involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will provide notice before your personal information becomes subject to a different privacy policy.
We may update this Privacy Policy from time to time to reflect:
- Changes in our business practices
- New legal requirements
- Improvements to our services
- Updates to third-party services we use
When we make changes:
- We will update the “Last Updated” date at the top of this policy
- For significant changes, we will provide prominent notice on our website
- We may also email registered customers about important changes
- Continued use of our services after changes indicates acceptance of the updated policy
If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal information, please contact us:
Privacy Officer
Mates Rates National Pty Ltd
1 Wireless Road East
Mount Gambier, SA, Australia, South Australia 5290
Phone: +61 488 816 283
Email: adam@matesratesaustralia.com
Business Hours: Monday – Friday: 9:30 am to 5 pm
For Privacy-Related Inquiries: Please include “Privacy Inquiry” in the subject line of your email to ensure prompt handling of your request.*
If you believe we have breached the Australian Privacy Principles or you are not satisfied with how we have handled your privacy concern:
14.1 Internal Complaint Process
- Contact Us: Submit your complaint using the contact details above
- Investigation: We will investigate your complaint promptly and thoroughly
- Response: We will respond within 30 days with our findings and any actions taken
- Resolution: We will work with you to resolve the issue to your satisfaction
Personal Information: Information or an opinion about an identified individual or an individual who is reasonably identifiable.
Sensitive Information: A subset of personal information that includes health information, racial or ethnic origin, political opinions, religious beliefs, and other categories specified in the Privacy Act.
Third Party: Any individual or organization that is not you or us, including our service providers, business partners, and other entities we work with.
Processing: Any operation performed on personal information, including collection, use, storage, disclosure, and deletion.
This Privacy Policy is designed to comply with the Australian Privacy Principles under the Privacy Act 1988 (Cth). For the most current version of this policy, please visit our website.
Document Version: 1.0
Effective Date: 25/06/2025
Last Updated: 25/06/2025