Privacy Policy | Bin Hire Australia

Last updated: March 2026

1. Introduction

Bin Hire Australia ("BHA", "we", "our", or "us") is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, hold, use, and disclose your personal information when you visit our website, use our services, or interact with us.

By using our website or services, you acknowledge that you have read and understood this Privacy Policy. This policy applies to all personal information collected by BHA, whether collected online, by phone, by email, or in person.

2. Information We Collect

We collect the following kinds of personal information:

2.1 Information you provide directly

Identity information: Name, business name, ABN (if applicable).
Contact information: Email address, phone number, postal address, service address.
Service information: Bin size requirements, waste types, collection schedule preferences, access instructions.
Payment information: Credit or debit card details, billing address. Card details are processed securely by our payment provider (Stripe) and are not stored on our servers.
Contract information: Electronic signatures, agreed service terms, signed agreements.
Communications: Emails, phone call records, support requests, chatbot conversations, and feedback you provide to us.

2.2 Information collected automatically

Device and browser information: IP address, browser type and version, operating system, device type.
Usage information: Pages visited, time spent on pages, links clicked, referring website.
Location information: General location derived from IP address (not precise GPS location).
Signature metadata: When you sign a service agreement electronically, we capture your IP address, browser user agent, and timestamp for audit purposes.

2.3 Information from third parties

Payment provider: Transaction confirmations and payment status from Stripe.
Contractors: Service completion details, delivery confirmations, and job status updates from our waste collection contractors.

3. How We Collect Information

We collect personal information through:

Our website (booking forms, quote requests, registration, customer portal).
Our AI-powered customer support chatbot ("Ask Kerry"). Chat messages are processed by a third-party AI service (see section 7).
Email and phone communications with our team.
Your use of the customer portal.
Cookies and similar technologies on our website (see section 8).
Our payment processor when you make a payment.

4. How We Use Your Information

We use your personal information for the following purposes:

Service delivery: To provide, manage, and improve our waste collection services, including assigning your job to an appropriate contractor.
Billing and payments: To process payments, generate invoices, send payment reminders, and manage your account.
Communication: To send booking confirmations, service reminders, delivery notifications, and other service-related messages.
Customer support: To respond to your enquiries, complaints, and support requests, including via our AI chatbot.
Contractor coordination: To share necessary service details (your address, bin requirements, access instructions) with the contractor assigned to your job.
Legal and compliance: To comply with our legal obligations, enforce our Terms of Service, and protect our rights.
Analytics and improvement: To analyse usage patterns and improve our website, services, and customer experience.
Marketing: To send you information about our services, promotions, or updates. You can opt out of marketing communications at any time (see section 9).

5. Who We Share Your Information With

We may disclose your personal information to the following parties:

Waste collection contractors: We share your service address, bin requirements, collection schedule, and access instructions with the contractor assigned to perform your collection. Contractors are bound by confidentiality obligations in their service agreements with BHA.
Payment processors: Stripe processes your payment card details. Stripe is PCI DSS Level 1 compliant.
Email service providers: We use email infrastructure to send transactional and service-related emails.
AI service providers: If you use our Ask Kerry chatbot, your messages are processed by OpenAI to generate responses.
Professional advisers: Accountants, lawyers, or auditors where necessary.
Government and regulatory bodies: Where required by law, including the ATO for GST/BAS compliance.

We do not sell your personal information to third parties.

6. Overseas Disclosure

Some of the third-party services we use to operate our business are based overseas. Your personal information may be transferred to and processed in the following countries:

United States: Our database hosting provider (PlanetScale), payment processor (Stripe), and AI service provider (OpenAI) are based in the United States.

Before disclosing personal information overseas, we take reasonable steps to ensure the overseas recipient handles your information in accordance with the Australian Privacy Principles. Each of our overseas service providers maintains security practices and privacy policies consistent with or exceeding Australian requirements.

7. AI Chatbot (Ask Kerry)

Our website features an AI-powered customer support chatbot called "Ask Kerry." When you use Ask Kerry:

Your chat messages are sent to OpenAI (based in the United States) for processing to generate responses.
Chat conversations and messages are stored in our database for quality assurance and to provide you with conversation history.
We recommend you do not share sensitive personal information (such as payment card details) through the chatbot. For payment or account queries, please contact us directly.

8. Cookies and Tracking

Our website uses cookies and similar technologies to improve your experience. These include:

Essential cookies: Required for the website to function (authentication, session management).
Analytics: We may use analytics tools to understand how visitors use our website, including pages visited and time spent.

You can control cookies through your browser settings. Disabling essential cookies may affect your ability to use some features of our website.

9. Your Rights

9.1 Access to your information

You have the right to request access to the personal information we hold about you. To make an access request, contact us at service@binhireaustralia.com.au. We will respond to your request within 30 days. There is no charge for making a request, but we may charge a reasonable fee for providing access if the request requires substantial effort.

9.2 Correction of your information

If you believe that personal information we hold about you is inaccurate, incomplete, or out of date, you can request that we correct it. You can update some information directly through the customer portal, or contact us to request corrections. We will respond within 30 days.

9.3 Opting out of marketing

You can opt out of receiving marketing communications from us at any time by clicking the "unsubscribe" link in any marketing email, or by contacting us. Opting out of marketing will not affect service-related communications (such as invoices, booking confirmations, and service reminders).

10. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Our security measures include:

Encryption of data in transit using TLS/SSL.
Encryption of data at rest through our database hosting provider.
PCI DSS compliant payment processing through Stripe (card details are never stored on our servers).
Access controls and authentication for our admin systems.
Regular review of our security practices.

While we take reasonable precautions, no method of electronic storage or transmission is completely secure. We cannot guarantee absolute security of your information.

11. Data Retention

We retain your personal information for as long as necessary to provide our services to you and to comply with our legal obligations. Specifically:

Active customers: Information is retained for the duration of your service and for 7 years after your last transaction (to meet ATO record-keeping requirements).
Enquiries and quotes: If you enquire but do not become a customer, we retain your information for up to 2 years, then delete it.
Chatbot conversations: Chat history is retained for up to 2 years for quality assurance purposes.

You may request deletion of your personal information by contacting us. We will comply unless we are required to retain the information by law.

12. Data Breaches

In the event of a data breach that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme in Part IIIC of the Privacy Act 1988.

13. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, you may lodge a complaint with us:

Contact us: Email service@binhireaustralia.com.au with the subject line "Privacy Complaint." We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.
OAIC: If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au or by calling 1300 363 992.

14. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by posting a notice on our website. We encourage you to review this page periodically.

15. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Email: service@binhireaustralia.com.au
Phone: 0481 274 420
Website: binhireaustralia.com.au