Privacy Policy

Transcend Homes Pty Ltd ACN 677 493 426 as trustee for the Alba Family Trust

ABN 25 516 442 691, trading as Transcend Homes.

Effective date: 23 September 2026

1. About this policy

Transcend Homes Pty Ltd respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, hold, use and disclose personal information and how you may request access or correction or make a privacy complaint.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

2. Personal information we collect

Depending on your relationship with us, we may collect:

•             your full name, address, telephone number and email address;

•             identity documents, such as a driver’s licence, where needed to verify property owners or contracting parties;

•             details of other property owners, contracting parties and authorised representatives;

•             project and property addresses;

•             property title and ownership information;

•             company, trustee and trust information;

•             finance-provider information;

•             building plans, specifications, photographs and project documents;

•             communications, approvals, selections and variation instructions;

•             payment, invoicing and transaction information;

•             information required for contracts, domestic building insurance, permits and regulatory approvals;

•             information about suppliers, consultants and subcontractors; and

•             technical information collected when you use our website, such as your device, browser, IP address and website activity.

We generally do not seek sensitive information. Sometimes a project may involve sensitive information, such as health information needed to design accessibility features. We will only collect it with your consent or where otherwise permitted by law.

3. How we collect personal information

We usually collect personal information directly from you when you:

•             complete a form on our website;

•             contact us by telephone, email, text message or social media;

•             attend a consultation or meeting;

•             enter into a contract with us;

•             use our client portal;

•             provide plans, property documents or other project information; or

•             communicate with us during a building project.

We may also receive information from another property owner, your authorised representative, designer, consultant, lender, insurance broker, building surveyor, government authority or another party involved in your project.

If you provide personal information about another person, you should have their authority and make them aware of this Privacy Policy.

If we receive personal information we did not ask for and could not have collected under this policy, we will destroy or de-identify it where lawful and reasonable to do so.

4. Why we collect and use personal information

We collect, hold and use personal information to:

•             respond to enquiries and provide quotations;

•             assess, plan and administer building projects;

•             identify property owners and contracting parties;

•             prepare and manage building contracts;

•             communicate project information and obtain instructions and approvals;

•             arrange domestic building insurance;

•             obtain reports, quotations, permits and approvals;

•             coordinate designers, engineers, consultants, suppliers and subcontractors;

•             administer client-portal access;

•             process invoices and payments;

•             manage warranties, defects, complaints and disputes;

•             maintain business, insurance and regulatory records;

•             protect our legal rights and comply with our obligations; and

•             operate, secure and improve our website and services.

We may send information about our services where permitted by law. You may ask us to stop sending marketing communications at any time, and every marketing email will include a way to unsubscribe.

5. Dealing with us anonymously and what happens if information is not provided

Where practicable, you may make general enquiries without identifying yourself or by using a pseudonym.

You may choose not to provide personal information. However, this may prevent us from responding to an enquiry, preparing a quotation or contract, arranging domestic building insurance, obtaining necessary approvals or proceeding with a project.

6. Disclosure of personal information

Where reasonably necessary, we may disclose relevant personal information to:

•             our employees and authorised representatives;

•             domestic building insurers and insurance brokers;

•             contract administrators and legal, accounting or professional advisers;

•             designers, architects, engineers, building surveyors and other consultants;

•             suppliers and subcontractors involved in a project;

•             financial institutions where authorised or required;

•             councils, government departments, regulators and statutory authorities;

•             website-hosting, client-portal, email, information technology, document-storage, accounting and business-software providers;

•             debt-recovery providers or dispute-resolution bodies; and

•             another person where you have authorised the disclosure or where disclosure is required or permitted by law.

We do not sell personal information.

7. Overseas processing and storage

Some of our service providers process or store personal information outside Australia:

•             Squarespace (website hosting and website forms) hosts its services and stores data in the United States. Information submitted through our website forms is processed through Squarespace and delivered to our Microsoft 365 business email account.

•             Microsoft (Microsoft 365 email and business software) and its authorised service providers may process or store information in Australia and other countries when providing, securing or supporting Microsoft 365 services.

•             Google (website analytics and advertising measurement) may process website usage information in the United States and other countries.

•             Other provider/s accounting, client-portal and job-management software providers may process or store personal information in Australia or overseas. Where required, we take reasonable steps to ensure overseas service providers handle personal information in a manner consistent with the Australian Privacy Principles.8. Website analytics and cookies

Our website may use cookies and similar technologies supplied by Squarespace and Google to:

•             operate and secure the website;

•             understand how visitors use the website;

•             measure website and advertising performance; and

•             improve our services.

These providers may collect information such as your IP address, device information, browser type, pages visited and interactions with our website.

You can restrict or delete cookies through your browser settings. Doing so may affect some website functions. You can also opt out of Google Analytics using the Google Analytics Opt-out Browser Add-on (tools.google.com/dlpage/gaoptout) and manage personalised Google advertising at adssettings.google.com.

9. How we hold and protect information

Personal information may be held electronically or in paper records. Website-form submissions are delivered to and retained in our Microsoft 365 business email account. Other information may be stored in our client portal, business systems, electronic documents, cloud-storage services and physical project files.

We take reasonable steps appropriate to our business to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.

No internet transmission or storage system is completely secure. Please contact us promptly if you believe information provided to us has been compromised.

If we suspect a data breach, we will act promptly to contain and assess it. Where the Privacy Act requires, we will notify affected individuals and the Office of the Australian Information Commissioner.

10. Retention of information

We retain personal information for as long as reasonably necessary to administer projects, provide warranty services, resolve disputes, maintain business records and comply with legal, taxation, insurance and regulatory requirements.

When information is no longer required, we take reasonable steps to securely destroy or de-identify it, subject to our record-keeping obligations.

11. Accessing or correcting your information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

Please contact us using the details below. We may need to verify your identity before processing the request.

There is no charge to make a request. We may charge a reasonable fee to cover the cost of providing access, and we will tell you about any fee before we proceed. We aim to respond within 30 days.

In some circumstances, the law may allow us to refuse access or correction. If that happens, we will explain the reason in writing where we are permitted to do so and tell you how to complain.

12. Privacy complaints

If you have a concern or complaint about how we have handled personal information, please contact us and provide enough information for us to investigate.

We will acknowledge your complaint within 5 business days and aim to provide a response within 30 days.

If you are not satisfied with our response and the Privacy Act applies, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

13. Automated decisions

We do not currently use computer programs to make, or substantially and directly assist in making, decisions using personal information that could reasonably be expected to significantly affect a person’s rights or interests.

If this changes, we will update this Privacy Policy and provide the information required by law.

14. Changes to this policy

We may update this Privacy Policy when our practices, service providers or legal obligations change. The current version will be published on our website with its effective date.

15. Contact us

For privacy enquiries, access or correction requests, or complaints, contact us:

Transcend Homes Pty Ltd PO Box 81 Bannockburn VIC 3331 Email: info@transcendhomes.com.au Phone: 03 5234 4911