Privacy Notice

1. About this notice

This notice explains how Arbor Analytics handles personal information when you enquire, use our services or visit our website. It covers our website forms and business email, including customer correspondence and documents sent to or by us.

2. What we collect and why

When you contact us, we may collect your name, contact details, property address, project details, requested service and messages. Customer correspondence may also include plans, photographs, reports and other documents you send us or that we prepare or send as part of your service.

We use this information to respond, prepare quotes, arrange and provide services, keep relevant business records and answer follow-up questions. Please provide information relevant to your enquiry. You can ask general questions without identifying yourself, but we may need contact and property details to respond, quote or provide a service.

Our website and its providers also process technical and usage information, such as IP addresses, device and browser details, broad location, pages viewed, referring websites, campaign information, advertising click identifiers and page interactions. This helps us understand website and marketing performance, improve the site and protect against errors, misuse and spam.

3. Forms, email and stored documents

Website form entries and associated campaign details are sent to Web3Forms for processing, storage, spam checks and delivery to our business email. Email correspondence and its attachments are also held in our email service.

Web3Forms’ privacy policy states that submissions may be retained for up to three years, unless a shorter period applies or they are deleted earlier. It also describes sharing submitters’ IP and email addresses with spam-prevention providers. Copies delivered to our email are separate business records.

We use service providers to operate these systems and process information for the purposes described here. We may also share relevant information with a person you ask us to communicate with, or where required or authorised by law. We do not sell personal information submitted through our forms.

4. Providers and overseas processing

Our providers include Web3Forms for forms, Microsoft 365 for business email, Amazon Web Services for website hosting and assets, Google for fonts, analytics and advertising, Microsoft Clarity for website behaviour analysis, and Ahrefs for website analytics.

These services can involve processing outside Australia. Web3Forms operates from India; its processing agreement identifies European infrastructure in Germany and Finland and providers operating in the United States and globally. Other website and email providers may process information in Australia, the United States and other countries in their service networks.

Read more in the privacy information published by Web3Forms, Microsoft, Google, AWS and Ahrefs Web Analytics. You can contact us with questions about our providers.

5. Website analytics and attribution

We use Google Tag Manager, Google Analytics and Google Ads to measure site use and advertising performance. Google and Microsoft Clarity may use cookies and similar technologies. Ahrefs Web Analytics uses a cookie-free approach by default.

Microsoft Clarity captures clicks, scrolling and page rendering to create session replays and heatmaps. These help us understand how people use our site and improve it. Clarity is designed to mask text entered into input fields. Microsoft also processes collected data under the Microsoft Privacy Statement.

Our custom enquiry analytics events record the form type and its location on the website. They do not include the names, email addresses, phone numbers, property addresses or messages entered in the form.

To connect an enquiry with its source, we store details of your first visit and most recent visit from an identifiable marketing source in your browser. These can include the landing page, referring domain, campaign details and Google advertising click identifiers.

This attribution uses a rolling 90-day inactivity period: each visit restarts the period, so earlier details can remain usable for longer than 90 days. After 90 days without a visit, the site ignores the old attribution when you return. Stored values may remain on your device until replaced on a later visit or cleared through your browser.

These stored attribution details are attached to your enquiry when you submit a form and then form part of that enquiry record. Other website analytics can be collected without a form submission.

6. Retention and your choices

We retain enquiry correspondence, customer documents and other business records for as long as reasonably needed to respond, deliver and support services, and meet applicable record-keeping and legal obligations. Different records may need different retention periods. The browser-attribution period above does not set the retention period for customer records.

You can ask us about access, correction or deletion using the contact details below. We will consider deletion requests against any continuing service, record-keeping or legal need to retain the information.

You can restrict or delete cookies and browser storage in your browser settings. This does not delete enquiries already sent or necessarily stop all analytics. Provider controls include:

• the Google Analytics opt-out browser add-on for supported browsers;
• Google My Ad Center for advertising preferences; and
• Microsoft’s Clarity opt-out guidance, including its supported privacy controls.

Advertising-preference controls affect personalisation and do not necessarily prevent all measurement. Analytics providers apply their own retention rules; Microsoft publishes Clarity’s retention periods.

7. Access, correction and complaints

To ask about information we hold, request access or correction, or make a privacy complaint, email jackson@arboranalytics.com.au or call 0414 194 034.

For a complaint, please describe what happened and the outcome you are seeking. We will review the matter and relevant records, seek further details if needed, and explain our response. We aim to respond within 30 days; if more time is needed, we will explain why and provide an expected response date.

We may need to verify your identity before releasing or changing personal information. If we cannot provide what you request, we will explain the reason and any available next steps.

If you remain dissatisfied, you can contact the Office of the Australian Information Commissioner to check whether it can consider your complaint. Its jurisdiction depends on whether the relevant privacy law applies to the business and the complaint.