Last updated: 9 November 2026
About this policy
This policy explains how Flooring Zone Pty Ltd, trading as FlooringZone (“we”, “us”), handles personal information. It covers information we collect through our website, our phone and text message system, email, social media advertising and our showrooms in Brookvale, Leichhardt and Bondi Junction.
We aim to handle personal information in line with the Australian Privacy Principles.
What we collect
Depending on how you deal with us, we may collect:
- Contact details: your name, mobile number, email address and postcode.
- Property and project details: your address, the rooms you want floored, approximate area, property type (for example house or apartment), whether you have pets, kids or wet areas, timing, the floors you’re interested in, and any photos or floor plans you send us.
- What you tell us: the content of enquiries, emails, text messages and chat messages.
- Phone calls: recordings of calls to and from our business numbers, and written transcripts and summaries of those calls.
- Booking and job details: measure and quote appointments, quotes, orders, installation dates and warranty matters.
- Website and advertising data: your IP address, device and browser type, the pages you visit, how you arrived at our site (including campaign tags), and identifiers set by cookies and advertising pixels.
We don’t ask for sensitive information, such as health information. Please don’t include it in messages or uploads.
How we collect it
- From you, when you fill in a form or pop-up on our website, call or text us, email us, or visit a showroom.
- From Meta (Facebook and Instagram), when you submit one of our lead forms in those apps. Meta passes us the details you entered in the form.
- Automatically, through cookies, analytics and advertising pixels on our website (see section 6).
- From others, with your permission, such as a builder, strata manager or real estate agent who refers your job to us.
You can browse our website and ask general questions without telling us who you are. To book a measure, quote or install a floor, we need your contact and property details.
Why we use it
We use personal information to:
- respond to your enquiry and give you product advice;
- book, confirm and remind you about measure and quote appointments and showroom visits, including by text message;
- prepare quotes, order products, schedule installation and handle warranty claims;
- keep records of calls and messages so any of our team can pick up where the last person left off;
- train our staff and check the quality of our service;
- understand how people use our website and how our advertising performs, and show our ads to people likely to be interested;
- send you marketing, where you’ve agreed to it or where the law allows (see section 7); and
- meet our legal obligations.
Phone calls, recordings and our AI receptionist
Call recording. Calls to and from our business numbers may be recorded. You’ll be told at the start of the call. If you’d prefer not to be recorded, tell us and we’ll arrange to call you back without recording, or you can email us instead.
AI receptionist. When our team can’t answer, an automated AI receptionist may answer your call, text or chat. It is software, not a person. It converts speech to text, uses an AI language model to understand your question, answers general questions about our products and services, and takes your details and enquiry for our team. A transcript and summary of the conversation are saved to our customer records.
The AI receptionist doesn’t make decisions about you that have legal or similarly significant effects. It doesn’t approve, decline or price your job. A person on our team reviews your enquiry and follows up.
Text messages. We send booking confirmations and reminders by SMS. Replies to our number are stored with your enquiry.
Cookies, analytics and advertising pixels
Our website uses:
- Google Analytics to understand how visitors use the site (for example, which pages are viewed and which forms are started or sent).
- Meta Pixel and Meta Conversions API to measure the results of our Facebook and Instagram ads and to show ads to people who have visited our site. When you send an enquiry, we may share an event with Meta that includes your email address or phone number in a scrambled (hashed) form, so Meta can match it to an account without us sending the readable details.
These tools set cookies or similar identifiers on your device. You can block or delete cookies in your browser settings, use Google’s Analytics opt-out browser add-on, and change your ad preferences in your Facebook or Instagram settings. Blocking cookies won’t stop the site working, but some features may not remember your choices.
Marketing
We’ll only send you marketing emails or texts where you’ve agreed to receive them, or where the law otherwise allows. Every marketing email includes an unsubscribe link, and you can reply STOP to marketing texts. You can also ask us at any time to stop. Booking confirmations and messages about a job you’ve asked us to do aren’t marketing, so they’ll continue while the job is open.
We don’t sell your personal information.
Who we share it with
We share personal information only as needed for the purposes in section 4, with:
- our staff and our installers or contractors working on your job;
- flooring suppliers and manufacturers, to order products or handle a warranty claim;
- service providers who run parts of our business for us, including website hosting, our customer records and automation system, our phone, SMS and AI receptionist provider, email, analytics and advertising (Google and Meta), and payment or accounting systems. These include Omniqu (our customer records and automation system) and Twilio (phone and SMS);
- Meta and Google, as described in section 6;
- your strata manager, building manager or builder, when you ask us to;
- professional advisers such as our accountant or lawyer; and
- government agencies or others where the law requires or allows it.
Our service providers may only use your information to provide their service to us.
Overseas storage
Some of our service providers store or process information outside Australia, including in the United States. Where that happens, we take reasonable steps to make sure the provider handles the information in a way consistent with the Australian Privacy Principles.
Keeping it secure
We store personal information in password-protected systems, limit access to staff and providers who need it, and use providers with established security practices. No system is completely secure, so if you think your information has been misused, tell us straight away.
We keep information only as long as we need it for the purposes above or as the law requires (for example, tax and warranty records). Call recordings and enquiries that don’t go ahead are kept only as long as we reasonably need them, then deleted or de-identified.
Accessing and correcting your information
You can ask to see the personal information we hold about you, or ask us to correct it. Contact us using the details below. We’ll respond within a reasonable time, usually 30 days. There’s no charge to make a request. If we can’t give you access, we’ll explain why in writing.
Complaints
If you have a concern about how we’ve handled your personal information, contact us first and we’ll try to resolve it within 30 days. If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.
Changes to this policy
We may update this policy from time to time. The current version is always on this page, with the date it was last updated.
Contact us
Privacy contact: The Privacy Officer, Flooring Zone Pty Ltd
Email: [email protected]
Phone: 1800 577 313
Post: Flooring Zone Pty Ltd, 577 Parramatta Rd, Leichhardt NSW 2040