Privacy policy

We respect your privacy

Q Agency Pty Ltd (Q Agency, we, us) respects your right to privacy and is committed to safeguarding the personal information of our clients, prospective clients and website visitors. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and with the Notifiable Data Breaches scheme.

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether or not it is true and whether or not it is recorded in a material form.

This policy explains what we collect, how we collect it, why, who we share it with, how we keep it secure and how you can access or correct it.

What we collect

Contact details you give us: name, company, role, email address, phone number and postal address, usually when you fill in a form, book a call, email us or speak to our team.

Information about your business and your marketing: current website, channels, budget range, goals and concerns, which you provide so we can prepare for a call or an audit.

Information needed to deliver our services: access credentials to advertising, analytics, CMS, hosting and CRM accounts you authorise us to work in, and the business data those platforms hold.

Payment and billing details: ABN, billing contact and invoice history. Card payments are processed by a third-party payment provider and we do not store full card numbers.

Website and device data collected automatically: IP address, browser and device type, pages viewed, referring site, approximate location and interactions with our pages, collected through cookies and similar technologies described in section 09.

Recordings and notes: with your knowledge, video calls may be recorded and transcribed, and our team keeps notes of meetings and calls in our CRM.

How we collect it

Directly from you, when you complete a form on our website, book a call, email or phone us, connect with us on social media, attend an event, apply for a role or enter into an agreement with us.

Automatically, when you use our website, open our emails or interact with our advertising, through cookies, pixels and analytics tools.

From third parties, including referral partners, publicly available sources such as company websites and LinkedIn, and platforms you authorise us to access on your behalf. We protect information received from third parties in the same way as information you give us directly.

Why we use it

To respond to your enquiry, prepare for a call or audit, and provide a proposal.

To deliver the services in our agreement with you, including running campaigns, building websites, configuring software and reporting results.

To administer our relationship: invoicing, account management, support and record keeping.

To send you information about our services, insights and events where you have enquired, are a client or have opted in. Every marketing email includes an unsubscribe link and you can opt out at any time by emailing info@qagency.com.au.

To improve our website, services and marketing, including measuring which pages and campaigns lead to enquiries.

To meet legal and regulatory obligations, and to protect our rights, property and safety and those of our clients and others.

Who we share it with

Our employees and contractors who need it to do the work, all of whom are bound by confidentiality obligations.

Service providers we use to run the business and deliver services, including our CRM and email platform (HubSpot), analytics and advertising platforms (Google, Meta, LinkedIn, TikTok), website hosting and CMS providers (Webflow, Shopify, WordPress hosts), call tracking, scheduling, video conferencing, cloud storage, accounting and payment providers. These providers only receive what they need to perform their function for us.

Our reporting platform, AllNow, which we operate. Client data in AllNow is used to report to that client and is not shared with other clients.

Professional advisers, insurers, regulators, courts and law enforcement where required or authorised by law.

A purchaser or prospective purchaser of our business, under an obligation of confidentiality, if there is a change of control or sale of business assets.

We do not sell personal information.

Overseas disclosure

Some of the providers listed in section 05 store or process information outside Australia, principally in the United States, the European Union and Singapore. Where we disclose personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles, including through contractual terms and the provider's published privacy commitments.

Security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include access controls and multi-factor authentication on our systems, encryption in transit, a password manager for shared client credentials, staff training and confidentiality agreements, and regular review of who has access to what.

No transmission over the internet is completely secure. If you are concerned about sending information by email or web form, call us on 1300 087 136 instead.

If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

Retention

We keep personal information for as long as we need it for the purposes described in this policy, then delete or de-identify it. Enquiry records that do not lead to an engagement are reviewed and removed periodically. Client records are kept for the duration of the engagement and for seven years afterwards to meet tax, accounting and legal obligations. Recordings of calls are kept only as long as needed to produce notes and deliverables unless you agree otherwise.

Cookies and tracking on our website

Our website (qagency.com.au) uses cookies and similar technologies. Some are necessary for the site to work. Others help us understand how the site is used (Google Analytics 4, Microsoft Clarity or similar), attribute enquiries to their source (Google Tag Manager, call tracking), and show relevant advertising to people who have visited our site (Google Ads, Meta, LinkedIn pixels).

You can refuse or delete cookies through your browser settings, and opt out of personalised advertising through Google, Meta and LinkedIn ad settings and the Your Online Choices website. Doing so may limit some features of our website.

Our website links to third-party sites we do not control. Those links are for your convenience and do not mean we endorse the site or its privacy practices. Read their privacy policies before providing personal information.

Access, correction and complaints

You may ask for a copy of the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Email info@qagency.com.au. We will respond within 30 days and will not charge for a reasonable request. In limited circumstances permitted by the Privacy Act we may decline, and we will tell you why.

If you have a complaint about how we have handled your personal information, email info@qagency.com.au or write to Q Agency, 10/2115 Castlereagh Road, Penrith NSW 2750. We will acknowledge your complaint within five business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. Changes take effect when published on this page, and the date at the top shows the current version. Material changes will be flagged on this page and, for current clients, by email.