Privacy Policy

1. Introduction

Trusted Locally is operated by The Solution Team Pty Ltd ABN 63 682 316 525 trading as Trusted Locally ("Trusted Locally," "we," "our," or "us"), an Australian created, owned and run business. We are committed to protecting your personal information and your right to privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website trustedlocally.com.au and use our services. It is written to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We collect information that you provide directly to us, including:

• Account Information: When you create an account, we collect your name, email address, and password.
• Business Listing Information: If you list a business, we collect business name, address, phone number, website, description, ABN (Australian Business Number), operating hours, and photos.
• Reviews and Content: Any reviews, questions, answers, or other content you submit to our platform.
• Google Account Data: If you choose to sign in with Google, we receive your name, email address, and profile picture from Google.
• Enquiries to Businesses: If you use the contact form on a business page, we collect your name, email address, phone number (if given), subject and message so the enquiry can be passed to that business.
• Favourites and Recently Viewed: Businesses you save as favourites and, for signed-in users, listings you have recently viewed.
• Claim Requests: If you claim a listing, we collect the details you provide to confirm you are connected to the business, which may include an ABN.
• Communication Data: Information you provide when contacting us for support.

We automatically collect certain information when you visit our website:

• Log Data: IP address, browser type, operating system, referring URLs, and pages visited.
• Device Information: Device type, screen resolution, and unique device identifiers.
• Cookies: We use essential cookies to keep you signed in and to protect forms. Analytics cookies are used only if you accept them (see section 8).
• Listing Statistics: We count page views and click-throughs on business listings so owners can see how their listing performs. These counts are stored against the listing, not against your account.

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our services
• Process and display business listings
• Enable user accounts and authentication
• Facilitate reviews and user-generated content, including automated screening of reviews and answers for spam, abuse, personal information and other content that breaches our Review Policy (a person makes the final decision on anything that is flagged)
• Pass your enquiry to the business you contacted so they can respond to you
• Send service-related communications
• Send offers, deals and news by email, including promotions for local businesses listed on the site, but only if you have ticked the box to say yes. We never give your email address to those businesses.
• Respond to your inquiries and provide customer support
• Monitor and analyze usage trends to improve user experience
• Detect, prevent, and address fraud or security issues
• Comply with legal obligations

4. Information Sharing and Disclosure

We may share your information in the following circumstances:

• Public Business Listings: Business information you submit is displayed publicly on our directory.
• Public Reviews: Reviews, questions and answers you submit are displayed publicly along with the name on your account.
• Business Owners: Enquiries you send through a business page are forwarded to the owner of that listing, including your name, email address, phone number (if given) and message. The business then handles your details under its own privacy practices.
• Service Providers: We share information with providers who help us run the website, including our hosting and database provider (Abacus.AI, with data stored on cloud infrastructure that may be located outside Australia), our image storage provider, and Google (see section 5). We require these providers to protect your information.
• Legal Requirements: We may disclose information if required by law or in response to valid legal requests.
• Business Transfers: In connection with a merger, acquisition, or sale of assets, your information may be transferred.

We do not sell your personal information to third parties.

5. Third-Party Services

Our website uses the following third-party services:

• Google Sign-In: For authentication purposes. Google's privacy policy applies to data collected through their services.
• Google Places API: To help users import business information from Google.
• Google Analytics: Only if you accept analytics cookies. Google Analytics sets cookies and sends information about your visit, including a truncated IP address, device and browser identifiers, and the pages you view, to Google LLC on servers in the United States and elsewhere. We ask Google to anonymise IP addresses and we do not use Google Signals or advertising features. You can withdraw consent at any time using the "Cookie Settings" link in the footer.
• Google Maps: To display business locations on listing pages.

These services have their own privacy policies, and we encourage you to review them. Where a provider stores information overseas, we take reasonable steps to ensure it is handled in a way consistent with the APPs.

6. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the Internet or electronic storage is 100% secure.

7. Your Rights and Choices

You have the right to:

• Access: Request access to the personal information we hold about you.
• Correction: Request correction of inaccurate or incomplete information.
• Deletion: Request deletion of your personal information, subject to legal requirements.
• Account Closure: Close your account at any time by contacting us. When an account is closed we remove or de-identify your personal details within 30 days. Reviews you have written stay published in de-identified form (shown as "Former member") unless you ask us to remove them, and any listing you manage remains in the directory as an unclaimed listing.
• Marketing emails: We only send offers and promotional emails if you have said yes, either by ticking the box when you sign up or on your profile page. The box is never ticked for you. Every promotional email has an unsubscribe link that works without logging in, and you can also switch it off on your profile page or by emailing us. We act on an unsubscribe straight away, well within the 5 business days the Spam Act 2003 allows. We keep a record of when and how you said yes or no so we can show we had your permission. Service emails (such as listing approval notices) are needed to run your account or listing and are not affected by this choice.

To exercise these rights, email us at info@trustedlocally.com.au from the address on your account. We will confirm your request within 5 business days and aim to complete it within 30 days. There is no charge. If we cannot do what you ask (for example, where we must keep a record by law) we will tell you why. How long we keep each type of information is set out in section 9.

8. Cookies

We use two kinds of cookies:

• Essential cookies: Sign-in session cookies, security tokens that protect forms, and a cookie that remembers your cookie choice. These are needed for the site to work and are not used for tracking.
• Analytics cookies (optional): Google Analytics cookies, set only after you click "Accept" on the cookie banner. If you decline, or never choose, analytics does not load. Your choice is kept for 12 months and you can change it at any time using the "Cookie Settings" link in the footer.

You can also control or clear cookies through your browser settings. Blocking essential cookies will stop you from signing in.

9. How Long We Keep Information

• Accounts: Kept while your account is active. De-identified within 30 days of closure.
• Business listings: Kept while the listing is published. Listings that are rejected or removed are kept in an unpublished state for 12 months in case of a dispute or re-submission, then removed.
• Reviews, questions and answers: Kept while published. Content that is hidden or rejected by moderation is kept unpublished for 12 months as a moderation record, then removed.
• Enquiries to businesses: The message is forwarded to the business and a copy is kept for 12 months so we can investigate misuse, then removed.
• Listing claims: Kept for 2 years after the claim is decided so ownership disputes can be resolved.
• Favourites and recently viewed: Kept while your account is active; recently viewed is limited to your most recent listings and removed with your account.
• Listing view statistics: Aggregated counts only, kept indefinitely. They do not identify you.
• Security and audit logs: Sign-in attempts and administrator actions are kept for 2 years for security and accountability.

10. Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. We encourage you to review this Privacy Policy periodically.

12. Contact Us and Complaints

If you have any questions about this Privacy Policy or our privacy practices, please contact us at:

13. Australian Privacy Principles

We handle your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). If you believe we have breached the APPs, please contact us first at info@trustedlocally.com.au and we will respond within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.