Privacy Policy
Last updated: 23 September 2026
FiBERN respects your privacy and is committed to handling your personal information responsibly and transparently.
This Privacy Policy explains how FiBERN collects, uses, stores and discloses personal information when you visit our website, request a quote, contact us, use our services, purchase products from our online store, or otherwise interact with us.
FiBERN operates in Australia and primarily provides cleaning, property, commercial, facilities management and land care services to customers across the Central Coast of New South Wales.
We aim to handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where they apply to us.
1. What personal information do we collect?
The information we collect depends on how you interact with FiBERN.
This may include:
Your name
Residential, business or property address
Email address
Telephone number
Details about your property or premises
Information provided when requesting a quote or booking a service
Service preferences, requirements and instructions
Information relating to your interactions with us
Billing and transaction information
Delivery information for online purchases
Records of communications between you and FiBERN
Information provided through our website, social media accounts or other online channels
Information about how you use our website, including IP address, browser and device information, and website activity
Any other information you choose to provide to us
If you are a client receiving services through an NDIS or Aged Care Support Package, we may receive information that is relevant to arranging or delivering those services. We only seek information that is reasonably necessary for the services we provide.
We ask that you do not provide sensitive or health information through our website or quotation form unless it is genuinely necessary for us to provide the requested service.
2. How do we collect your information?
We may collect personal information:
Directly from you when you contact us
Through our website and quotation forms
When you request an estimate or quote
When you book or purchase a service
When you purchase products through our online store
When you communicate with us by email, telephone, text message or other communication channels
Through our social media accounts
When you provide information to us in person
From a person or organisation authorised to act on your behalf
From service coordinators, property managers, agents or other representatives where appropriate
Automatically through website technologies such as cookies and analytics
Where practical, we collect personal information directly from the person it relates to.
3. Why do we collect and use personal information?
We collect and use personal information where it is reasonably necessary for our business activities, including to:
Respond to enquiries and quotation requests
Assess your service requirements
Provide cleaning, property, commercial, facilities management and land care services
Schedule and coordinate services
Communicate with you about your services
Manage client relationships
Process orders and arrange delivery of products purchased through our online store
Process payments and refunds
Maintain business and financial records
Manage accounts, invoices and payments
Improve our services and website
Understand how our website is being used
Respond to feedback, questions or complaints
Meet legal, regulatory, insurance and contractual obligations
Protect the security and integrity of our business, website, systems and customers
Send marketing communications where permitted and, where required, with your consent
We will not use your personal information for a purpose that is unrelated to the purpose for which it was collected unless permitted or required by law, or where you have otherwise consented.
4. NDIS and Aged Care clients
FiBERN provides services to private clients and families, as well as people whose services may be funded through NDIS or Aged Care Support Packages.
Where information is provided by a client, family member, support coordinator, plan manager, aged care provider, property manager or another authorised representative, we will use that information only as reasonably necessary to arrange and deliver our services, manage the client relationship and meet applicable obligations.
We aim to minimise the amount of personal or sensitive information we collect and ask that information relating to a person's health, disability or support needs only be provided where it is relevant to the services being arranged.
We will take reasonable steps to protect information about clients and their circumstances from unauthorised access, use or disclosure.
5. Payments and online purchases
FiBERN currently accepts quotation requests through its website. We may introduce online shopping and payments through our Squarespace website in the future.
Where online payments are available, payments may be processed by third-party payment providers such as PayPal, Square or another payment processor selected by FiBERN.
Payment providers may collect and process personal and financial information directly in accordance with their own privacy policies and terms. FiBERN does not intend to collect or store your complete payment card details on our own systems where those details are processed directly by a third-party payment provider.
The information we receive from a payment provider may include information needed to confirm and reconcile a transaction, such as your name, transaction details, payment status and relevant order information.
You should review the privacy policy of the payment provider you use before completing a transaction.
6. Our website and cookies
Our website is hosted and operated using Squarespace.
Like most websites, our website uses cookies and similar technologies. Some cookies are necessary for the website to operate, while others may be used for analytics, performance, advertising or other functionality depending on the services and integrations enabled on the website.
Squarespace states that its websites can use necessary cookies as well as analytics and performance cookies, and that third-party integrations may place additional cookies or similar technologies.
We may use website analytics to understand things such as:
How visitors find our website
Which pages are visited
How visitors interact with our website
Website traffic and performance
Which services or content are of interest to visitors
Where non-essential cookies or tracking technologies require consent, we will use appropriate consent mechanisms where applicable.
You can manage or disable cookies through your browser settings and, where available, through our website's cookie controls.
7. Social media and third-party services
FiBERN may operate social media accounts and use third-party platforms such as Facebook, Instagram and other social media or digital services.
If you interact with us through one of these platforms, the platform may collect information about you in accordance with its own privacy policy.
We may also use third-party services to support our website, marketing, communications, analytics, payments, scheduling, hosting, administration or other business functions.
These providers may have access to personal information where it is reasonably necessary for them to provide services to FiBERN.
We take reasonable steps to use reputable service providers and require them to handle personal information appropriately.
8. Disclosure of personal information
We may disclose personal information where reasonably necessary to provide our services or operate our business.
This may include disclosure to:
Employees and contractors
Cleaning and service personnel
Service providers and specialist contractors
Property managers, agents or other authorised representatives
NDIS or Aged Care service coordinators or other authorised parties, where relevant
Payment processors
Website and hosting providers
Accounting, bookkeeping and professional advisers
Insurance providers
Technology, software and communications providers
Delivery and logistics providers
Government agencies, regulators or law enforcement where required or authorised by law
We do not sell personal information to third parties.
9. Overseas disclosure
Some of the service providers we use may store or process information outside Australia.
For example, website, software, payment, analytics, social media and other technology providers may operate or use infrastructure in other countries.
Where we disclose personal information to an overseas recipient, we will take reasonable steps to ensure that the information is handled appropriately and in accordance with applicable privacy requirements.
Because the specific third-party services we use may change over time, the countries in which information may be processed may also change.
10. How we protect personal information
FiBERN takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
Depending on the type of information and how it is stored, safeguards may include:
Password protection and access controls
Limiting access to personal information to people who need it for their work
Secure online systems and services
Appropriate security settings for our website and business systems
Staff and contractor awareness of privacy responsibilities
Secure disposal of information when it is no longer required
No online system can be guaranteed to be completely secure. If we become aware of a data breach involving personal information, we will assess and respond to it in accordance with applicable legal requirements.
11. How long do we keep personal information?
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing services, maintaining business records, resolving disputes and meeting legal, accounting, insurance and other obligations.
When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it, where appropriate.
12. Accessing or correcting your information
You may contact us to request access to personal information we hold about you.
You may also ask us to correct information if you believe it is inaccurate, incomplete or out of date.
We will respond to requests within a reasonable period and may need to verify your identity before providing access to personal information.
In some circumstances, we may be permitted to refuse access or correction in accordance with applicable law. If this occurs, we will explain the reason where we are permitted to do so.
13. Marketing communications
From time to time, FiBERN may send information about our services, products, offers or other business updates.
Where required, we will obtain appropriate consent before sending direct marketing communications.
You can unsubscribe from marketing emails at any time by using the unsubscribe option provided in the communication or by contacting us directly.
We will continue to send essential service communications where necessary, even if you have opted out of marketing communications.
14. Children's privacy
Our website and services are not specifically directed towards children.
We do not knowingly collect personal information from children unless it is reasonably necessary in connection with providing our services and is collected with appropriate involvement or authorisation from a parent, guardian or other authorised person.
15. Privacy complaints
If you believe FiBERN has mishandled your personal information or breached applicable privacy requirements, we encourage you to contact us first so we can understand and address your concern.
Please provide enough information for us to investigate the matter, including the nature of your concern and any relevant details.
We will acknowledge and investigate privacy complaints and aim to resolve them fairly and promptly.
If you are not satisfied with our response, or if you are entitled to do so under applicable law, you may contact the Office of the Australian Information Commissioner (OAIC).
The OAIC provides information about privacy rights and complaints at: Office of the Australian Information Commissioner
16. Contact us
If you have a question about this Privacy Policy, would like to access or correct your personal information, or wish to make a privacy complaint, please contact FiBERN.
FiBERN
Central Coast, NSW, Australia
Email: reception@fibern.com.au
Phone: (02) 4340 0800
17. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, services, technology or privacy obligations.
The latest version will be published on this page with the date of the most recent update shown at the beginning of the policy.