Privacy Policy

1. About this Privacy Policy

Header Front Repairs is the trading name of Bulga Investments Pty Ltd, ABN 87 147 941 866 ("HFR", "we", "us" or "our"). We respect your privacy and take the handling of personal information seriously.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you:

• visit or use our website, including the customer portal reached from the "Sign in" link;
• submit an enquiry or estimate request;
• provide photographs, videos or information about a header front or other machinery;
• communicate with us by telephone, email, SMS or other means;
• engage us to assess, quote for or carry out repair work;
• provide insurance or claim information; or
• otherwise deal with HFR.

In this Privacy Policy, "website" means headerfrontrepairs.com.au and the customer portal.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) where it applies to us.

This Privacy Policy should be read together with any specific privacy notice provided when we collect information from you, and with our terms and conditions.

2. Personal information we may collect

The types of personal information we collect depend on how you interact with HFR. They may include:

• your name;
• business or trading name;
• telephone number;
• email address;
• postal, business, farm or machinery location;
• details of other relevant contacts or authorised representatives;
• information you provide in website forms or estimate requests;
• the email address you use to sign in to the customer portal;
• header front and machinery information, including make, model, width and serial number;
• descriptions of damage, incidents or repair requirements;
• photographs, videos and other evidence you provide;
• insurance company, broker, policy and claim details;
• assessor or claims contact information;
• repair approvals, instructions and communications;
• quotations, proposals, invoices and payment-related information;
• correspondence, call notes, emails, SMS messages and other communications with HFR; and
• technical information associated with use of our website, such as IP address, browser type, device information and website activity.

We generally do not need sensitive personal information such as health information. Please avoid providing sensitive information unless it is relevant and reasonably necessary for your dealings with HFR.

3. Information about machinery and damage

Our work requires us to collect information about header fronts and other machinery. This may include:

• make and model;
• serial number;
• machine or front configuration;
• current location;
• photographs or videos;
• descriptions of impact or damage;
• prior repair information provided to us; and
• information required to assess, quote or perform work.

Photographs and videos you upload may contain embedded information such as the date, the device used and the location where they were taken.

Some machinery information may not, by itself, be personal information. However, where it can reasonably be linked to an identifiable person, business operator or sole trader, we handle it appropriately as part of the relevant customer or job record.

4. How we collect personal information

We usually collect personal information directly from you. We may collect information when you:

• complete an online enquiry or estimator form;
• upload photographs, videos or documents;
• sign in to or use the customer portal;
• telephone HFR;
• send us an email or SMS;
• communicate with us through our website or other communication systems;
• request a quotation or repair proposal;
• approve work or provide instructions;
• bring machinery to our workshop; or
• otherwise deal with our staff.

When you sign in to the customer portal, we send a one-time sign-in link to your email address.

We may also receive relevant information from another person or organisation, including:

• an employee or operator acting for a customer;
• an insurer;
• an insurance broker;
• an assessor or claims representative;
• a transport provider;
• a supplier;
• another authorised representative; or
• another person involved in a repair or insurance claim.

Where appropriate, we may take reasonable steps to confirm that the person providing information is authorised to do so.

You can make a general enquiry without identifying yourself. We cannot assess damage, prepare an estimate, progress an insurance claim or carry out repairs without your name and contact details.

5. Why we collect and use personal information

We may collect, hold and use personal information where reasonably necessary to operate HFR and provide our services. This includes to:

• respond to enquiries;
• identify you and communicate with you;
• review damaged machinery information and photographs;
• prepare preliminary estimates, quotations and repair proposals;
• obtain further information required to understand a job;
• arrange inspections, transport, workshop intake and repairs;
• administer repair jobs and keep you informed of progress;
• request and record approvals and instructions;
• identify and communicate about changes in repair scope;
• order or arrange parts and materials;
• communicate with insurers, brokers, assessors or other claim participants where relevant;
• prepare and provide claim-related information;
• issue invoices and administer payments;
• maintain appropriate business and repair records;
• manage warranties, complaints and disputes;
• protect HFR's legal and commercial interests;
• maintain the security and operation of our website and business systems;
• improve our customer service, systems and business processes; and
• comply with applicable laws and lawful requirements.

We will not use personal information for an unrelated purpose where doing so would be inconsistent with applicable privacy law.

6. Estimates and website submissions

Information provided through the online estimator or an enquiry form is used to help HFR understand the reported damage or repair requirement and decide the appropriate next step.

Photographs, descriptions and other information submitted through the website may not be enough to determine the complete repair scope.

Submitting information through our website does not create a final quotation, guarantee a repair price or mean that HFR has agreed to undertake work. Estimates and quotations are governed by our terms and conditions.

7. Insurance and claim information

Where an insurance claim is involved, we may collect information such as:

• insurer and broker details;
• policy information;
• claim number;
• assessor or claims representative details;
• relevant photographs and evidence;
• estimates and proposals;
• repair information;
• approvals and authorities; and
• claim-related communications.

We may disclose relevant information to an insurer, broker, assessor or other person involved in the claim where reasonably necessary to administer the repair or claim, respond to a request, obtain authority or otherwise progress the matter.

Providing information to HFR does not mean that an insurer has agreed to pay any particular cost or authorised any work. Insurance authority and customer responsibility are dealt with separately under the applicable quotation, repair terms or other agreement.

8. Telephone calls and electronic communications

When you telephone, email, SMS or otherwise communicate with HFR, we may retain records of those communications where reasonably necessary for customer service, job administration, quality control, dispute management or business records.

We do not currently record telephone calls. If that changes, we will update this Privacy Policy and provide any notice required by applicable law.

9. Use of software and AI-assisted tools

HFR may use software and artificial intelligence-assisted tools to help our staff perform administrative and information-management tasks. These tools may assist with activities such as:

• transcribing or summarising communications;
• organising customer or job information;
• extracting relevant information from documents;
• categorising enquiries;
• preparing draft correspondence;
• assisting with internal workflow; and
• preparing information for review by HFR staff.

AI-assisted outputs may contain errors and are used as tools to support HFR personnel.

HFR does not rely solely on an automated system to make material decisions about repair scope, pricing, insurance responsibility or other significant customer matters without appropriate human involvement.

10. Who we may disclose information to

We may disclose personal information where reasonably necessary to organisations or people involved in providing our services or operating our business. Depending on the circumstances, these may include:

• insurers;
• insurance brokers;
• assessors or claims representatives;
• transport and freight providers;
• suppliers and service providers;
• payment and accounting service providers;
• professional advisers, including accountants, lawyers and consultants;
• website, telecommunications, cloud and information technology providers;
• the communications platform that sends our SMS and email messages;
• software providers used to operate HFR's business systems;
• contractors assisting HFR; and
• government agencies, regulators, courts or law enforcement where required or authorised by law.

We aim to disclose only the information reasonably necessary for the relevant purpose.

We do not sell customer contact details or personal information to third parties for their independent marketing purposes.

11. Overseas processing and service providers

Our customer and job records, including uploaded photographs and videos, are stored in Australia.

Some of the service providers we use are based in, or process information in, the United States. These include the providers that host our website, protect our forms from automated abuse, deliver our sign-in emails, send our SMS and email messages, and supply the software tools described in section 9.

Where personal information is handled by an overseas service provider, HFR takes reasonable steps to select reputable providers and to manage personal information consistently with applicable Australian privacy requirements.

The providers and locations we use can change over time. You may contact us if you would like further information about overseas handling relevant to your personal information.

12. Website information, cookies and similar technologies

When you use our website, technical information such as your IP address, browser and device type, date and time of access, pages visited and referring website may be recorded by our website hosting and security providers in order to operate and secure the website.

Our website currently uses:

• a bot-protection check on the estimator form and the customer portal sign-in, provided by a third party, which may set a cookie to confirm you are not an automated program;
• fonts loaded from a third-party font service, which receives your IP address when a page loads;
• video thumbnails loaded from the video provider when a page containing a video loads, with the video itself loading only when you press play, in the provider's privacy-enhanced mode;
• short-lived browser storage that carries your estimator submission to the confirmation page and is cleared straight after; and
• on the customer portal, browser storage that keeps you signed in between visits.

We do not currently run website analytics or advertising tracking. If HFR introduces analytics, advertising or other tracking technologies, this Privacy Policy will be updated when they are introduced.

You can usually configure your browser to reject or delete cookies and site data. Doing so may affect some website functions, including staying signed in to the customer portal.

13. Direct marketing

From time to time, HFR may use contact information to communicate with customers or people who have dealt with us about relevant HFR services, seasonal information or business updates where permitted by law.

You can ask us to stop sending marketing communications at any time by:

• using an unsubscribe facility where provided;
• replying to the communication; or
• calling us on 0483 964 118.

Service communications relating to an enquiry, quotation, active repair, invoice, insurance claim or other existing business matter are not marketing communications and may continue where reasonably necessary.

14. Data security

HFR takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Depending on the information and system involved, these measures may include:

• access controls;
• user authentication;
• restricted access to business systems;
• reputable cloud and technology providers;
• security controls provided by our technology platforms;
• appropriate backups;
• staff procedures; and
• administrative controls over customer and job information.

No method of electronic transmission or storage is completely secure. HFR cannot guarantee absolute security, but we take reasonable precautions appropriate to our business and the information we hold.

15. How long we keep information

HFR retains information for as long as reasonably necessary for the purpose for which it was collected and for legitimate business, legal and operational requirements. Relevant considerations may include:

• completion of an enquiry or repair;
• repair and warranty records;
• insurance and claim requirements;
• accounting and taxation requirements;
• legal limitation periods;
• dispute or complaint management; and
• the need to maintain appropriate business records.

When personal information is no longer reasonably required, we may delete, destroy or de-identify it where appropriate and subject to any legal or business record-keeping requirements.

16. Accuracy of information

We take reasonable steps to keep the personal information we use accurate, complete and up to date where this is necessary for the purpose for which it is being used. Please tell us if your contact details or other relevant information change.

If machine, insurance or claim information provided to HFR is inaccurate or incomplete, this may affect our ability to assess an enquiry, prepare an estimate or progress a repair or claim.

17. Accessing or correcting your personal information

You may contact HFR if you would like to:

• ask what personal information we hold about you;
• request access to personal information we hold about you; or
• ask us to correct information that you believe is inaccurate, incomplete or out of date.

Requests can be made using the contact details in section 18. We may need to verify your identity before providing access or making a correction.

There may be circumstances in which we are unable or not required to provide access to particular information. If this occurs, we will explain our position where appropriate and required by law.

18. Privacy enquiries and complaints

If you have a question, concern or complaint about the way HFR has handled your personal information, please contact us:

Header Front Repairs
Swan Hill, VIC
0483 964 118
Enquiry form

Please provide enough information for us to understand and investigate your concern.

We will acknowledge your complaint within 7 days and aim to respond within 30 days. If we need longer, we will tell you why and when to expect a response.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

19. Data breaches

If HFR becomes aware of unauthorised access to, disclosure of, or loss of personal information, we will assess the circumstances and take reasonable steps to contain and respond to the incident.

Where the Notifiable Data Breaches scheme or another applicable legal requirement applies, HFR will comply with its applicable notification obligations.

20. Third-party websites

Our website may contain links to websites or services operated by other organisations. HFR is not responsible for the privacy practices, security or content of third-party websites. You should review the privacy policies of those organisations before providing personal information to them.

21. Changes to this Privacy Policy

HFR may update this Privacy Policy from time to time to reflect changes to our website, technology, services, business practices or legal requirements. The current version will be published on our website with its effective date.

Material changes to the way we handle personal information may also be communicated through additional notices where appropriate.