This policy is intended to sit alongside Cleopatra Restoration Group’s Standard Terms & Conditions and Scope of Works, and is referenced by both the quotation and invoice documents.
1. Purpose of this Policy
Cleopatra Restoration Group (“Cleopatra”, “we”, “us”, “our”) provides flood, fire, mould and general restoration services, which routinely require attending properties, photographing and documenting damage, and handling clients’ contents and belongings. This Policy explains what personal information we collect, why, how we use and protect it, and the rights individuals have in relation to it.
2. What Personal Information We Collect
In the course of providing our services, we may collect:
- Contact information — names, addresses, phone numbers and email addresses of property owners, occupants and other relevant parties;
- Insurance information — policy numbers, claim numbers, and correspondence with insurers or their representatives;
- Photographic and inspection records — photographs, videos and moisture/damage readings of the property, which may incidentally include identifiable individuals, vehicles, or personal documents visible on-site;
- Contents and inventory records — descriptions, condition reports, and images of furniture, personal effects and other belongings removed, stored, or restored as part of the works;
- Site and safety information — site access notes, safety or vulnerability information (e.g. elderly or disabled occupants) needed to carry out works safely;
- Third-party information — information provided by subcontractors, trades, or third-party assessors engaged on a job.
3. How and Why We Collect It
Personal information is generally collected directly from clients, their insurers, or their authorised representatives, during quoting, site attendance, and works. We collect it to:
- assess damage and scope the required works;
- prepare reports, quotes, invoices and supporting evidence for insurance claims;
- document the condition of contents and belongings before, during and after restoration, to protect both the client and Cleopatra;
- coordinate with insurers, loss adjusters, and subcontractors involved in the job;
- meet legal, insurance, and work health and safety obligations;
- manage payment, account, and dispute-resolution processes.
4. Photographs and Site Recordings
Photography and video are a core part of how we assess damage, evidence our reports, and support insurance claims. Because these records may capture more than the damage itself, we apply the following principles:
- Purpose limitation — photographs and video are taken for assessment, reporting and claim-support purposes and are not used for marketing, social media or promotional purposes without separate, specific consent;
- Minimisation — where practical, images are framed and stored to minimise capture of identifiable individuals, personal documents, or unrelated household details not relevant to the job;
- Client input — clients may ask that specific images be excluded from reports where they are not necessary to support the claim or works, subject to our obligation to maintain an accurate record;
- Retention — site photographs and videos are retained only as long as reasonably necessary for the claim, warranty period, and our legal/insurance record-keeping obligations, then archived or securely destroyed (see Section 7).
5. Contents and Belongings
Where contents or belongings are handled, removed, or stored as part of the works, we aim to:
- photograph and log items before removal to create an agreed record of condition and quantity;
- identify and separately flag items of high sentimental, financial, or personal value (e.g. documents, jewellery, medication, electronic devices) so they can be handled with appropriate care or returned directly to the client rather than placed into general storage;
- limit access to stored contents to authorised personnel, and maintain a chain-of-custody record for items in our care;
- handle disposal of non-restorable or contaminated items in accordance with the Scope of Works and Standard Terms & Conditions, with client sign-off sought where practical.
6. Who We Share Information With
We may disclose personal information to:
- insurers, loss adjusters, and their representatives, for the purpose of assessing and managing a claim;
- subcontractors and trades engaged to carry out or assist with the works;
- contents restoration, storage, or disposal specialists, where relevant to the job;
- our professional advisers (e.g. accountant, solicitor) where necessary;
- regulators or authorities where required by law.
We do not sell personal information, and do not disclose it for unrelated marketing purposes without consent.
7. Storage, Security and Retention
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure, including restricting system and physical access to authorised staff, and using secure digital storage for photographs, reports and records.
8. Access, Correction and Complaints
Individuals may request access to, or correction of, personal information we hold about them, subject to any legal exceptions. Requests can be made using the contact details in Section 10.
If someone believes we have mishandled their personal information, they may lodge a complaint with us directly. If unresolved, complaints may be referred to the Office of the Australian Information Commissioner (OAIC).
9. Data Breaches
Cleopatra maintains procedures to identify, assess and respond to data breaches, consistent with the Notifiable Data Breaches (NDB) scheme, including notifying affected individuals and the OAIC where a breach is likely to result in serious harm.
10. Changes to This Policy and Contact
We may update this Policy from time to time. The current version will be available on request or via [website link].
For any privacy-related question, access/correction request, or complaint, contact:
Cleopatra Restoration Group
3/22 Industry Dr, Tweed Heads South NSW