Privacy Policy

1. Who we are

LockOps AU is operated by LockOps Services Pty Ltd (ABN 82 696 876 463), a licensed mobile locksmith business in Queensland. In this policy, "we", "us" and "our" mean LockOps Services Pty Ltd. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. What we collect

We only collect what we need to quote, do the job, get paid and stand behind our work.

• Contact details: your name, phone number, email address (if you give it) and the address or suburb where you need us.
• Job details: the service you need, notes you give us, and for car jobs the vehicle's make, model and other details needed to identify it and cut or program a key.
• Proof of ownership or authority: before opening a door or vehicle, rekeying, replacing a lock or making a key, our technician checks that you own the property or vehicle or are authorised to arrange the work (see our Terms). We may note what was checked on the job record.
• Phone calls: calls to our advertised number pass through a call-tracking service, which records the calling number, time and length of the call and which ad or page led to it. Calls may also be recorded for quality, training and dispute resolution.
• Payment records: the amount, date and method of payment and the invoice. Card payments are taken by tap-to-pay on the technician's phone and processed by the payment provider; we do not see or store your full card number.
• Website information: information about your visit, such as your device and browser, pages viewed and whether you arrived from one of our ads (including the ad click identifier).

You can contact us without giving your name, but we can't send a technician without a way to reach you and an address to attend.

3. How we collect it

• Directly from you: when you call, fill in the booking form on our website, message or email us, or talk to our technician on site.
• Automatically: from our website and our call-tracking service when you call.
• From someone acting for you: for example a family member, property manager, landlord, business or roadside service that books a job on your behalf.

4. How we use it

• to respond to your enquiry, give you a price and send a technician;
• to confirm you are authorised to have the work done, which protects you and other people's property;
• to invoice you, take payment and keep business and tax records;
• to honour our warranty and handle any complaint or dispute;
• to see which of our ads and web pages bring in enquiries, so we spend less on advertising that doesn't work;
• to train our team and improve our service;
• to meet our legal obligations, including as a licensed security provider.

We do not sell or rent your personal information. We won't send you marketing messages unless you've agreed to receive them, and you can opt out at any time by replying or emailing lockops.au@gmail.com.

5. Who we share it with

We share only what each party needs:

• Our technicians, so they can contact you and do the job.
• Service providers that run parts of our business: the platform that hosts our website and our job and customer records, the messaging service our team uses to receive new job alerts, our call-tracking provider, our payment provider, our cookie-consent provider, Google (for advertising and website measurement) and our accountant.
• Government agencies or police where the law requires or allows it, for example where we reasonably believe someone is trying to get into a property or vehicle they aren't entitled to, or to lessen a serious threat to someone's safety.
• Anyone else you ask us to share it with, such as your property manager or insurer.

6. Storage outside Australia

Some of our service providers store or process information outside Australia, including in the United States and Europe. We choose established providers with their own security and privacy commitments and share only what they need to provide their service to us.

7. Cookies, analytics and advertising

We use advertising and measurement cookies, including Google Ads and Google Tag Manager, and we record whether you reached us from a Google ad, so we can tell which ads lead to real jobs. Visitors from regions where the law requires consent first, such as the European Union, are asked through a cookie banner and can change their choice at any time. Anyone can limit or block cookies in their browser settings.

Google uses this information under its own Privacy Policy, and you can control the ads Google shows you at Google Ad Settings. Our website hosting platform also keeps basic, aggregated usage statistics.

8. Security and how long we keep it

Access to customer and job records is limited to people who need it, and our systems require a login. No system is completely secure, so if we become aware of a data breach that is likely to cause you serious harm, we will tell you and take steps to contain it.

We keep job, invoice and payment records for as long as we need them for warranty, disputes and tax purposes (Australian tax law generally requires business records to be kept for five years). Enquiries that don't turn into a job, and other information we no longer need, are deleted or de-identified.

9. Accessing or correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing lockops.au@gmail.com. We may need to confirm your identity first. We'll respond within 30 days, and if we can't do what you ask we'll explain why.

10. Privacy complaints

If you think we've mishandled your personal information, email lockops.au@gmail.com with the details. We'll acknowledge your complaint within 2 business days and give you our response within 30 days.

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

11. Changes to this policy

We'll update this policy when the way we handle information changes. The date at the top shows when it was last updated.