Privacy Policy

At OnCall Movers Pty Ltd (ABN 73 662 752 267), we are committed to safeguarding the privacy and security of your personal information. This policy explains what we collect, how we use it, and how we keep it safe.

Information we collect

• Contact information — your name, email address, phone number and related contact details.
• Moving & storage details — information about your relocation or storage needs, including locations, item types and requirements.
• Photographs of stored goods — if you store with us, our staff photograph the contents of your box as it is loaded. See Storage customers below.
• Communications — records of our interactions with you via email, messages and calls, and the information you submit through our website forms (enquiries, quotes, bookings and reviews).

How we use your information

• To manage and deliver our moving and storage services.
• To respond to your enquiries and provide quotes, bookings and service updates.
• To improve our services based on your feedback.

We do not sell your personal information, and we only use it for the purposes described above.

How we store and protect your information

We employ industry-standard measures to protect your data against unauthorised access, loss, misuse or alteration. We retain your information only for as long as needed to provide our services and meet our legal obligations.

We use the following service providers to operate this website and our systems. They act on our instructions and only to provide our services to you — we do not sell your information to anyone.

• Neon — the database holding your enquiry, quote, booking, job and review records. Our database is hosted in Sydney, Australia, so this information is stored in Australia.
• Zoho ZeptoMail — sends our transactional email, such as enquiry confirmations and notifications. Receives your name, email address and the content of your message.
• ClickSend — sends SMS notifications, including storage payment reminders. Receives your name and mobile number.
• Cloudflare R2 — stores the images and media published on this website, and the photographs we take of the contents of storage boxes (see Storage customers below). Photographs of storage contents are held in Cloudflare's Oceania region, so they stay in Australia and New Zealand.
• Vercel — hosts the website. Standard web-server records, including IP addresses, are processed to serve pages and keep the site secure.

Some of these providers operate outside Australia, so your information may be processed overseas (including in the United States and other countries where they operate). Where that happens we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.

Storage customers

If you store goods with us, we keep a record of your storage in a separate system used only to run the storage service. It holds your name, phone number, email address, which box or boxes are yours, where they are in our warehouse, what you are charged, and what you have paid.

Photographs of your box contents

When your belongings come off the truck and are packed into storage boxes, our staff photograph what goes into each box. This happens in our warehouse only — we do not photograph anything at your home or anywhere else.

The purpose is practical: so we know which of your items are in which box. That matters most when your belongings fill more than one box, and it is how we find a particular item without opening everything.

• The photographs are taken by our staff, not by you, and they are never published anywhere. They are not on this website and are not shared with anyone outside our business unless the law requires it.
• They are stored privately in Cloudflare's Oceania region — that is, in Australia or New Zealand — and can only be viewed through short-lived private links generated for our staff.
• Our office staff and the driver handling your box can see them. Drivers can see box photographs and locations but are never shown any billing or payment information.
• We delete them once you have your belongings back and have confirmed you are satisfied. When you sign to say you have checked everything and have no claims, the photographs for your boxes are deleted — they exist to answer “what was in which box”, and once that question is settled they serve no purpose.
• If your goods are sold or disposed of because storage fees went unpaid, we keep the photographs for the period below. In that situation they are the record of what was in the box, which protects you as much as us.
• In every case we delete them no later than 12 months after the box is emptied — whether you collected your belongings, we delivered them to you, or the contents were disposed of for non-payment.
• Photographs taken in error — a blurred shot, poor light, the wrong box — are deleted by our staff straight away.
• If you would rather a particular item was not photographed, tell us as the box is packed and we will leave it out of the record.

Where your storage information is kept

The storage database is hosted in Sydney, Australia, and the photographs are stored in Cloudflare's Oceania region — Australia or New Zealand.

The companies providing those services — Neon, Cloudflare and Vercel — are United States companies, so your information may be accessed from or processed in the United States or another country where they operate. Where that happens we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.

We do not store card numbers or bank details. Payments are recorded by our office as an amount, a date and a reference after they reach us.

How long we keep it

Financial records — what you were charged and what you paid — are kept for at least five years, because Australian tax law requires it. Your contact details and box records are kept while you are storing with us and for as long afterwards as we need them for those financial records. Photographs are deleted when you sign off, and in every case within 12 months of the box being emptied, as described above.

When you ask us to delete your information, we delete what we are not required to keep. Records we must retain by law are kept and not used for anything else.

Cookies & analytics

Our website uses cookies and similar technologies to improve your browsing experience and understand how the site is used. We use Google Analytics and Google Ads to measure site usage and the performance of our advertising, including which enquiries and calls came from an ad. To measure calls, Google may temporarily show a different phone number to visitors who arrive from one of our ads; calls to it connect to us as normal.

These cookies are used to run the website and our advertising and do not identify you by name. You can opt out at any time by disabling cookies in your browser, or by installing Google's Analytics opt-out browser add-on. Because Google is a global provider, this data may be processed overseas (including in the United States) and is handled in line with Google's privacy policy.

Your rights

You may request access to, correction of, or deletion of the personal information we hold about you. To make a request, contact us using the details below. We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Contact us

For any privacy concerns or requests, contact us on 0434 316 986 or info@oncallmovers.com.au.

Your privacy matters to us, and we are dedicated to maintaining the trust you place in us.