OnTrack365 Privacy Policy
Last updated 16 October 2026
1. About this policy
OnTrack365 Pty Ltd (ABN 88 669 801 781), referred to as OnTrack365, we, us or our, provides property maintenance and repair coordination services. This policy explains how we handle personal information when you visit ontrack365.com.au, contact us, report a job or deal with us about our services.
It covers customers, property managers, strata representatives, owners, tenants, occupants, insurance contacts and trade partners. We handle personal information in accordance with applicable privacy laws. This policy explains our practices; it does not replace a service agreement or authorise maintenance work.
2. Information we collect
We collect information reasonably necessary to respond to enquiries and coordinate our services. Depending on your dealings with us, this may include:
Your name, email address, telephone number, organisation and relationship to a property
The name, role and contact details of a person you are authorised to represent
Property addresses, unit and building details, and customer, property or insurance claim references
Repair descriptions, urgency, photographs, access requirements and the details of people who can arrange access
Correspondence, quotations, approvals, job updates and records of services provided
Trade partners’ business and professional details where relevant to arranging work
Technical information associated with website visits, such as IP address, browser, device and server logs
Our public enquiry and job forms do not ask for passport numbers, dates of birth, payment card details or account passwords. Do not include keysafe codes, alarm codes, identity documents or unnecessary sensitive information in messages or photographs. Avoid photographs showing people or personal documents unless necessary and authorised.
3. How we collect information
We collect information directly through website forms, email, telephone and other communications. We may also receive relevant information from your property manager, strata representative, insurer, authorised representative or a trade partner involved in a job.
If you provide another person’s information, make sure you are authorised to do so and tell them about this policy. We may contact that person where appropriate to confirm information or arrange services.
You can make a general enquiry anonymously or using a pseudonym where practicable. We usually need accurate contact and property details to assess or coordinate a job. If required information is not provided, we may be unable to respond, arrange access or provide the requested service.
4. Why we use information
We use relevant personal information to respond to enquiries; assess and coordinate repair and maintenance requests; arrange quotations, approvals, trades and access; communicate progress and completion; manage customer and trade relationships; maintain business records; resolve complaints and disputes; protect our services; and meet legal obligations.
Where invoicing or payment administration is part of our dealings with you, we use the information needed for that purpose. Any separate payment service will have its own privacy information.
We do not treat submitting an enquiry or maintenance request as agreement to unrelated marketing. If we send promotional communications, we will do so as permitted by law and provide a way to opt out. You can also contact us to request that promotional communications stop. Essential service messages may still be sent.
5. Who receives information
We may share information relevant to a request with the customer or organisation responsible for the property, authorised property or strata representatives, insurers or claims representatives, and trades or service providers involved in assessing or completing work. This may include contact details and photographs needed for the job.
We also use service providers for website hosting, email, IT support, business administration and job management. Hostinger provides our website hosting and business email services. Our new job management system is being developed using Microsoft Azure. When connected, it will be used to receive and manage job requests and supporting information. Enquiries received by email may be forwarded to authorised team members for review and response. Professional advisers and authorities may receive information where necessary and permitted or required by law.
We limit sharing to information relevant to the purpose. We do not publish job submissions or contact details on the public website.
6. Storage and overseas handling
Information may be held in business email accounts, electronic job records, documents and service-provider systems, and in paper records where needed. Hosting, email and technology providers may process or support information outside Australia. We do not promise that all information is stored or accessed only in Australia.
Where overseas disclosure occurs, we take the steps required by applicable Australian privacy law. Contact us if you would like information about overseas handling relevant to your enquiry or job.
7. Website technologies
Our website and its service providers may use cookies and similar technologies for website operation and security. Technical requests to external services, including web-font providers, may disclose an IP address and browser information to those providers.
You can control cookies through your browser and any cookie choices offered on the website. Blocking some technologies may affect website functionality. Our website may also collect general information about visits, including the date, time, duration, pages viewed and browser type or version, to help us understand website use and improve our services. We will update this policy to reflect material changes to analytics or tracking practices and provide any choices required by law.
Links to other websites are provided for convenience. Their operators have their own privacy practices, which you should review when using those services.
8. Security and retention
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Access should be limited to people who need information for their duties. No internet transmission or storage system can be guaranteed completely secure.
We retain information for as long as reasonably needed for the purpose for which it was collected, including service administration, legal recordkeeping and resolving disputes. When no longer needed, we take reasonable steps to destroy or de-identify it, subject to legal requirements and the operation of backups. If a data breach occurs, we will assess it and make notifications where required by law.
9. Access and correction
You can ask to access personal information we hold about you or request correction by contacting us below. We may ask for reasonable evidence of identity or authority to protect your information. We will respond within a reasonable period and explain any lawful refusal and available complaint options. We do not charge you to make a request; if a permitted access charge is proposed, we will explain it beforehand.
10. Privacy enquiries and complaints
Contact our Privacy Officer at info@ontrack365.com.au. Please describe your enquiry or complaint and provide a way for us to respond. You can request a copy of this policy free of charge.
We will investigate privacy complaints and aim to respond within 30 days. If we need more time, we will explain why and advise you of progress. If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au, which can advise whether your complaint falls within its jurisdiction.
11. Changes to this policy
We may update this policy as our services, systems or legal requirements change. The latest version will be available on our website with its revision date.