One Call Group does not perform trade or other services and is not the employer, agent or supervisor of any independent tradie. Any service contract is directly between the customer and the tradie they choose.
1. Scope of this policy
This Privacy Policy explains how One Call Group Australia Pty Ltd (One Call Group, we, us or our) handles personal information submitted through our website, the One Call Group customer app, the One Call Group Pro tradie app, and related communications. It applies to customers requesting a match, tradies and businesses interested in leads, and people who contact or use the platform.
We aim to handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where those laws apply to us.
2. Information we collect
Depending on how you use the platform, we may collect:
- your name, email address, telephone number and preferred contact details;
- the suburb, postcode or address connected with a service request;
- the service required, timing, budget, job description, photos and documents you provide;
- communications, feedback, complaints and records of matches or enquiries;
- for tradies, business, licence, qualification, insurance and service-area information; and
- technical information such as device, browser, IP address, security logs and website usage data.
Please do not submit sensitive information or information about another person unless it is reasonably necessary for the request and you have authority to provide it.
3. How we collect information
We generally collect information directly from you when you complete a form, request a match, communicate with us, register an account or use our website or mobile apps. We may also receive information from a person acting for you, a participating tradie, public registers, identity or credential-checking services, and our technology providers.
4. Why we use it
We may use personal information to:
- receive, assess and administer service requests;
- identify suitable independent tradies and facilitate introductions;
- send request updates and respond to enquiries or complaints;
- operate, secure, analyse and improve the platform;
- prevent misuse, fraud and security incidents; and
- meet legal, regulatory, insurance and record-keeping obligations.
Where consent is required for marketing, you can withdraw it or unsubscribe at any time. Operational messages about an active request may still be necessary.
6. Overseas processing
Some technology providers may store or process information outside Australia. Their locations can change as infrastructure and vendors change. You may contact us for current information about material overseas processing arrangements relevant to your data.
8. Security and retention
We use reasonable administrative and technical safeguards appropriate to the information we hold. No internet transmission or storage system is completely secure. We retain information only for as long as reasonably required for platform operations, dispute and fraud management, and legal or record-keeping purposes, then delete or de-identify it where practicable.
9. Access, correction and complaints
You may ask to access or correct personal information we hold about you. We may need to verify your identity and may refuse or limit access where permitted by law, explaining the reason where required.
Privacy complaints should be sent to privacy@onecallgroup.com.au with enough detail for us to investigate. If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner.
10. Mobile apps and Firebase
Both apps use our account and service API for sign-in, profiles, service requests, quotes, appointments, messages, uploaded files, support and account-deletion requests. The Pro app also handles business, service-area, lead, job and credit-wallet records. The apps use the locations you enter or select; they do not request GPS-location or contacts access. Photos and documents you choose to upload are sent to our service.
We use Google Firebase Analytics, Crashlytics, Performance Monitoring and Cloud Messaging to understand app use, diagnose crashes, measure loading and network performance, and deliver notifications. These services may process app and device information, operating-system and app versions, IP addresses, approximate location, installation and session identifiers, screen interactions, crash stacks and diagnostic or performance data. Technical identifiers can distinguish an installation and should not be treated as anonymous information. Google may process this information outside Australia under its service terms and privacy practices.
Our app configuration disables advertising-identifier collection and advertising personalisation. We do not deliberately include your name, email, phone number, service-request text, chat content, uploaded files or raw account identifiers in our custom analytics events or crash diagnostics. An explicitly selected interactive demo disables Firebase reporting; ordinary signed-in app use uses the services described here.
After successful sign-in, each app asks for notification permission. You can decline and continue using the app, or change permission later in iPhone Settings. If permitted, an installation token is associated with your account to send relevant updates. A notification can contain a short preview visible on your lock screen; use iPhone notification-preview settings to control that visibility. Signing out removes the account registration used for push delivery.
See Firebase privacy and security information and Google's Privacy Policy for the provider's processing and retention practices. You can contact our privacy team about access, correction or deletion of app-related personal data.
11. Account and data deletion
In the customer app, open Account → Delete account. In the Pro app, open Business → Delete account. You can request deletion and view or cancel a pending request from that screen. The standard waiting period is 30 days; the app shows the scheduled date. You can also request deletion without installing an app by following our account-deletion instructions.
Completed account deletion removes account identity and credentials, revokes sessions and removes social-login links and push registrations. Associated requests, quotes, messages, files and support records are assessed for deletion or de-identification. Records needed for legal obligations, security, fraud prevention or unresolved disputes may be retained while required; an active legal hold can delay deletion. Firebase diagnostic and usage records have separate provider retention periods and are not necessarily removed immediately by deleting an account. Contact us about particular records or identifiers so we can assess what can be removed and explain any retention.
12. Changes to this policy
We may update this policy when our practices, technology or legal obligations change. The current version and its update date will be published on this page.
Official resources
For current government guidance and independent checks, use these official sources.