Privacy Policy
Granny Flats Pty Ltd (“we”, “us”, or “our”) respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, disclose, and store your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By visiting our website, submitting an enquiry, or engaging us to design or build a granny flat, you agree to this Privacy Policy.
1. Who we are
We are multi-award-winning granny flat builders with decades of experience designing and constructing detached, attached, studio, single and two-storey granny flats and small homes for homeowners and investors across Melbourne, Victoria and other parts of Australia (including Sydney).
This policy applies to all of our brands, display homes, sales offices and online platforms operated under the [Granny Flats] name.
2. What personal information we collect
The information we collect will depend on how you interact with us.
2.1 Contact details
Name
Email address
Phone number
Suburb or area of your property
2.2 Project and property information
Details you include in your “Request a Granny Flat Quote” or other enquiry forms
Information about your property or proposed building site (e.g. block characteristics, existing structures, access constraints)
Your preferences (e.g. detached/attached, studio, 1–3 bedroom, single or two-storey options)
Any special provisions or requirements (e.g. multi-generational living, elderly or disability access, custom design needs)
2.3 Client & transaction information
Records of quotes, design consultations and selections
Building contracts and variation documents
Payment and billing information (we do not store full card details if payments are processed via a secure provider)
Approval and compliance documentation relating to your project
2.4 Testimonials and reviews
If you provide a review or testimonial (e.g. “Kathy LY”, “Thuy Vu”, “Stuart Fraser”):
Your name (or preferred display name)
Your star rating and comments
General details of your experience with our services
2.5 Website & technical information
When you visit our website, we may collect:
IP address
Device and browser type
Pages viewed and time spent on the site
Referring website details
Form submission data
CAPTCHA or other anti-spam verification
Cookies and analytics data (if enabled)
We generally do not collect sensitive information such as health data. Where information about mobility, disability or access requirements is relevant to your design (for elderly or disabled living arrangements), we will only collect and use it with your consent and as permitted by law.
3. How we collect personal information
We may collect personal information:
When you complete our online quote or contact forms
When you call or email us
During display home visits, in-person or online consultations
At design meetings, site inspections and on-site visits
When you sign building contracts or other documents
When you interact with us via social media or third-party platforms
Automatically via cookies, CAPTCHA and analytics when you use our website
Where it is reasonable and practicable, we collect personal information directly from you. We may also receive information from:
Your authorised representatives (e.g. partner, family member, architect)
Consultants, certifiers or other professionals involved in your project
Publicly available property data or planning tools (for site assessment and feasibility)
4. Why we collect and use your personal information
We collect, use and disclose your personal information for purposes including:
4.1 Design, approvals and construction
Responding to your enquiries and providing quotes
Assessing your site, needs and suitability for a granny flat
Developing and customising designs and floorplans
Preparing and lodging applications, approvals and certifications
Managing the construction process and keeping you informed of progress
4.2 Customer service and communication
Booking consultations and site inspections
Answering questions about planning, costs, timelines and inclusions
Providing updates, changes, and warranty information
Handling feedback, issues and post-construction support
4.3 Business operations
Managing contracts, billing and payments
Maintaining internal records and project history
Quality assurance and staff training
Meeting legal, regulatory and insurance obligations
4.4 Marketing (optional)
Showcasing completed projects and customer testimonials (with consent)
Sending updates, offers or information about new designs or promotions
Inviting you to open days, display home events or webinars
You can opt out of marketing communications at any time by following the unsubscribe instructions or contacting us.
We only collect information reasonably necessary for our functions and activities as granny flat designers and builders.
5. Disclosure of personal information
We may disclose your personal information to:
Our employees, building consultants, designers and site supervisors involved in your project
Licensed tradespeople, contractors and subcontractors (e.g. electricians, plumbers, concreters)
Building surveyors, certifiers, engineers and other consultants
Local councils and government authorities for planning and approvals
Insurers, warranty providers and after-sales service providers
Professional advisers such as accountants, lawyers and auditors
Service providers who assist us with:
website hosting and IT support
customer relationship management (CRM)
email and communication platforms
payment processing and accounting systems
Some of our service providers may store or process information outside Australia (e.g. cloud hosting or email services). Where this occurs, we take reasonable steps to ensure that they handle your personal information in a way that is consistent with the Australian Privacy Principles.
We do not sell your personal information.
6. Use of photos, plans and project details
We may take photos and retain plans or 3D images of your granny flat for:
Project management and quality control
Warranty and maintenance records
Internal training and reference
We will only use images or details that could identify you or your property in marketing materials (including on our website, social media, brochures or display content) if you have given your consent. You can withdraw your consent at any time, and we will cease using your images in new materials.
7. Security of your personal information
We take reasonable steps to protect your personal information from:
Misuse, interference and loss
Unauthorised access, modification or disclosure
Measures may include:
Secure physical storage for paper records
Password-protected systems and role-based access
Secure cloud storage and backups
Staff confidentiality agreements and training
Secure disposal or de-identification of information when no longer required
However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
If we become aware of a data breach that is likely to cause serious harm, we will assess the situation and, where required, notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme.
8. Retention of personal information
We retain personal information for as long as necessary to:
Complete your project and provide after-sales support
Maintain accurate records for regulatory, tax and warranty purposes
Manage any disputes, complaints or legal claims
After this, we take reasonable steps to securely destroy or de-identify the information.
9. Access to and correction of personal information
You may request:
Access to the personal information we hold about you; and/or
Correction of any personal information that is inaccurate, out of date, incomplete, irrelevant or misleading.
We may need to verify your identity before providing access or making corrections.
To make a request, please contact us using the details in section 11. We will respond within a reasonable time and in accordance with the Privacy Act.
10. Questions and complaints
If you have any questions about this Privacy Policy or concerns about how we have handled your personal information, please contact us first. We will take your concerns seriously and work with you to resolve them.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
Website: oaic.gov.au
Phone: 1300 363 992
11. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, practices or legal obligations.
The updated version will be posted on our website and will include the “Last updated” date at the top.
12. How to contact us
Granny Flats Pty Ltd