Terms of Use | OnTrack365

Last updated 16 October 2026

1. About these terms

OnTrack365 Pty Ltd (ABN 88 669 801 781), referred to as OnTrack365, we, us or our, provides property maintenance and repairs coordination and building trades coordination for real estate, strata and insurance customers. These Terms of Use explain the use of our website, our job management platform and our coordination services.

Our website is ontrack365.com.au. Our platform is the job management system we make available to authorised customers and users. References to you or your mean the customer receiving our services or, for website and platform use, the individual using them. A person reporting a problem is not necessarily the person authorised to approve the work or pay the invoice.

A customer service agreement consists of these terms where accepted, the accepted order or service proposal, and any agreed schedules or variations. If an expressly agreed customer-specific term differs from these terms, that customer-specific term applies to the extent of the difference, subject to applicable law. Merely browsing the website, making an enquiry or reporting an issue does not start a paid subscription or authorise building work.

2. Our role and services

We manage the coordination process and facilitate engagements with approved independent service providers. The service providers carry out the building, repair and maintenance work; OnTrack365 does not itself perform that work. A job agreement records the authorised scope of work accepted by the relevant service provider.

Depending on the agreed service arrangement, coordination may cover reactive repairs, urgent maintenance, planned and preventative maintenance, ongoing contracted services, handy person work, minor and major repairs, and authorised insurance repairs. We connect requests, quotations, approvals, trade scheduling, access arrangements, job updates and completion information.

Services are provided within the agreed scope, service area and customer arrangements. Access to the platform and managed services is subject to customer onboarding and any applicable subscription or service agreement. Only functions made available to your account form part of your platform access.

For insurance-related work, repair coordination does not determine insurance cover, settle a claim or replace authorisation required from the insurer, claims representative, property owner or other responsible party.

3. Approved service providers

An approved service provider is an independent trade or other building services business accepted onto our service network after meeting the applicable onboarding requirements and agreeing to the relevant provider terms of trade. Those terms govern our relationship with the provider and do not remove your statutory rights.

We will endeavour to allocate work to your preferred approved service provider where that provider is available and suitable for the work. If the preferred provider is unavailable, we may arrange another suitable approved provider within the authorised scope.

You can nominate a preferred provider for consideration. Appointment is subject to the provider meeting our onboarding requirements, including relevant qualifications, licensing and insurance, and agreeing to our provider terms.

We undertake to obtain the provider’s agreement to the applicable terms of trade before appointment and to maintain records of the insurance, consents, authorities, permits, licences, certificates and accreditations required for the work, ensuring those credentials remain current while the provider remains approved to undertake that work.

4. Reporting issues and approving work

Report an issue through Log a Job or the reporting channel agreed for your property or organisation. Where supplied as part of your arrangement, signage, QR codes or key tags may direct users to the appropriate reporting channel. Telephone and after-hours arrangements apply only where confirmed for your service.

Provide accurate property and contact details, describe the issue and include relevant photographs where helpful. Tell us about known hazards, access restrictions and any circumstances that may affect safe attendance. You must be authorised to share another person’s details or photographs.

The customer must identify the people authorised to approve or reject work and any spending or access limits. An authoriser may be a property manager, owner, strata representative, insurer or other nominated representative. Reporting an issue does not by itself give the reporter authority to approve costs or grant access.

Quotations, work scopes and variations requiring approval must be authorised by the responsible person before the work proceeds. Any emergency or make-safe authority must be established in the customer’s agreed arrangements; submitting an urgent request alone does not authorise unlimited expenditure.

The website is not an emergency response service. For an immediate threat to life or safety, contact emergency services. For urgent property maintenance, follow the urgent reporting process agreed with your property manager or OnTrack365. Online submission does not guarantee immediate monitoring, attendance or completion.

5. Fees invoicing and payment

The applicable subscription, coordination or facilitation charges, trade costs, GST treatment and any additional service fees are set out in the accepted proposal, order or service agreement. We explain the applicable fees before you commit. These website terms do not set a standard subscription price or minimum spend.

Under our managed invoicing arrangement, the approved service provider submits its invoice to OnTrack365 for the completed job. We issue the customer a corresponding OnTrack365 invoice setting out the applicable work, provider, trade charges, agreed coordination or facilitation fee and GST. We promptly pay the approved service provider the amount due under our provider arrangement.

For jobs covered by that arrangement, you pay the OnTrack365 invoice and do not have a separate obligation to pay the provider’s invoice to us. Our provider terms must reflect that arrangement. Any different billing arrangement must be expressly agreed and explained before the work is authorised.

Unless a different period is expressly agreed, OnTrack365 invoices are payable within 14 days of issue. Subscription billing frequency and payment dates are those stated in your accepted service agreement. Contact us promptly with the invoice reference and details of any disputed charge so we can investigate it. Nothing in these terms removes a lawful right to dispute a charge or seek a remedy.

6. Indemnities warranties and consumer rights

To the maximum extent permitted by law, and in the absence of your negligence, we indemnify you against the following costs, losses, damage, expenses and liabilities connected with a job agreement:

• Costs, loss, damage and expenses, including legal fees on a full indemnity basis, suffered by you or your employees or agents.

• Liabilities to third parties arising from negligence of the approved service provider or its employees, subcontractors, subconsultants or agents.

• Loss of or damage to property, including existing property on or in which the work is performed.

• Claims relating to illness, personal injury, death or property damage arising from the provider’s work, including failures by its subcontractors or subconsultants to take reasonable care.

• Claims for labour or material liens, fees, commissions or other compensation by providers, their representatives, subcontractors, suppliers or other third parties in connection with the work.

• Improper use, installation, handling, storage or disposal of hazardous materials or waste, including mould, lead and asbestos, and the associated lawful removal and corrective measures.

We also warrant and indemnify you against loss arising from the non-existence or expiry of a permit, licence, certification, accreditation or insurance policy necessarily required by the approved service provider to undertake the job agreement.

These indemnities and undertakings do not exclude, restrict or modify any consumer guarantee, warranty, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable law. The independent status of a service provider does not remove our responsibility for our own coordination services or any responsibility imposed by law.

7. Your information privacy and acceptable use

You retain ownership of the intellectual property rights you hold in the information, photographs and other content you provide. You give us a non-exclusive, royalty-free permission to use that content to assess and coordinate your request, provide the agreed services, maintain relevant records and meet legal obligations. You must have the rights or authority needed to provide the content.

We handle personal information in accordance with our Privacy Policy at ontrack365.com.au/privacy-policy. Job information may be shared with authorised customer representatives, property contacts, insurers and service providers where relevant to the request. These terms do not authorise the public publication of your job records or their use in unrelated marketing.

Keep account credentials secure, use only the access granted to you and tell us promptly if you suspect unauthorised access. Do not upload unlawful content, interfere with the website or platform, attempt to access another user’s records or use the service to mislead or harm others.

8. Website and platform intellectual property

OnTrack365 and its licensors retain their rights in the website, platform, software, documentation, branding and materials they supply. Nothing in these terms transfers ownership of those rights to you or transfers ownership of your data to us.

You may use the website and, where authorised, the platform and documentation for their intended purposes in connection with your agreed services. Our trademarks, logos and business names may be used only with our approval or where otherwise permitted by law.

9. Service interruptions

Website and platform availability may be affected by maintenance, internet or telecommunications failures and circumstances beyond reasonable control. If online reporting is unavailable, use the alternative reporting channel confirmed for your customer arrangement or contact info@ontrack365.com.au. Email is not a guaranteed urgent reporting channel.

To the extent permitted by law, we are not liable for a failure to perform an obligation to the extent caused by an event beyond our reasonable control. This does not remove rights or remedies that cannot lawfully be excluded. We will communicate relevant disruptions and coordinate next steps where practicable.

10. Duration and ending services

The initial service period and any renewal arrangement must be stated in the accepted customer agreement. These website terms do not create an automatic renewal period. Unless a different arrangement is expressly agreed, you may end the customer service agreement for convenience by giving at least 60 days’ written notice.

Either party may end the agreement by written notice for a breach that cannot be remedied, or if a breach capable of remedy is not remedied within 14 days after written notice requiring it to be remedied. Either party may also end the agreement if the other becomes insolvent, subject to any legal restrictions on exercising that right.

Ending the agreement does not by itself cancel an already authorised job. Jobs in progress and payment obligations for completed authorised work continue in accordance with their agreed terms. We will coordinate any agreed cancellation or handover and explain any applicable costs before additional work is approved.

Platform access connected to the ended customer agreement will cease. Confidential information and documentation must be returned or securely destroyed as reasonably required, subject to legal recordkeeping duties. Personal information and job records are retained or disposed of in accordance with our Privacy Policy and applicable law. Rights and obligations intended to continue after termination remain effective.

11. Complaints and disputes

Contact info@ontrack365.com.au with the relevant property, job or invoice reference, the nature of the concern and the outcome sought. We will refer the dispute to an appropriate senior representative and ask you to nominate an authorised representative.

The representatives will seek to meet in person, by telephone or by video within one calendar month of notification to discuss the dispute confidentially and try to resolve it. If it remains unresolved after two calendar months, either party may pursue available remedies.

This process does not prevent either party seeking urgent court relief, making a complaint to a regulator or ombudsman, or exercising a statutory right or remedy. It does not require anyone to miss a legal deadline.

12. Notices and general terms

Send notices to OnTrack365 at info@ontrack365.com.au, or to another notice address expressly agreed in writing. We will use the current customer contact details supplied to us. Notices may be delivered personally or sent by email; registered post may be used where a current postal notice address has been agreed.

A personally delivered notice takes effect on delivery. An email notice takes effect when acknowledged by a read or delivery receipt or reply, otherwise one business day after transmission, provided the sender has not received a delivery failure notification. Registered post is treated as received six business days after domestic posting, or 20 business days after international posting, unless earlier receipt is established. Give seven days’ written notice of a change to your notice details where practicable.

Neither party may assign or novate the customer agreement without the other party’s written consent, which must not be unreasonably withheld. We may transfer it in connection with a merger, acquisition or restructure, subject to applicable law and without reducing your accrued rights.

A job accepted under the managed arrangement must not be moved outside that arrangement to avoid agreed charges or obligations. This does not prevent an unrelated engagement or limit rights under applicable law.

The accepted customer agreement records the agreed service terms. It does not exclude rights arising from representations or obligations that cannot lawfully be excluded. Failure to exercise a right is not a waiver. If a provision is unenforceable, it is severed to the extent necessary and the remaining provisions continue where they can operate lawfully.

These terms are governed by the laws of New South Wales, Australia. Subject to any mandatory right to bring proceedings elsewhere, the parties submit to the courts of New South Wales and courts of appeal from them. Amounts are in Australian dollars unless agreed otherwise. References to legislation include amendments, and a business day excludes weekends and public holidays in New South Wales.

13. Changes and contact

We may publish an updated version of these terms with a revised date. Publication alone does not retrospectively change an accepted customer agreement. Changes to an existing agreement must follow its agreed variation process and applicable law.

For questions about these terms or our coordination services, contact OnTrack365 Pty Ltd at info@ontrack365.com.au. The latest website version is available at ontrack365.com.au/terms-of-use.