Privacy Policy
Last updated: 21 October 2026
1. Introduction
Concrete Sleeper Retaining Walls Toowoomba ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose and safeguard your personal information when you visit our website at https://www.concretesleeperretainingwallstoowoomba.au/ and use our enquiry service.
Concrete Sleeper Retaining Walls Toowoomba is an enquiry service. We connect homeowners and property owners in Toowoomba and surrounding areas with independent concrete sleeper retaining wall installers. We do not carry out retaining wall work ourselves.
We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and, where applicable, the General Data Protection Regulation (GDPR) for visitors from the European Union.
By using our website, you consent to the collection and use of information in accordance with this policy.
2. Information We Collect
2.1 Information You Provide
We collect information that you voluntarily provide when you:
- Complete one of the enquiry forms on our website
- Request a quote for retaining wall work
- Use the AI concierge chat or voice feature (see Section 3)
- Communicate with us by email
This information may include:
- Your name
- Phone number
- Email address
- Suburb
- Details about your retaining wall project
- Your consent to share your details with independent service providers
- Any other information you choose to provide
2.2 Information Collected Automatically
When you visit our website, we may automatically collect certain information, including:
- IP address (anonymised for analytics)
- Browser type and version
- Operating system
- Pages visited and time spent on pages
- Referring website address
- Device type (desktop, mobile, tablet)
- General geographic location (country or region level)
This information is collected using privacy-focused analytics (see Section 8: Cookies).
3. AI-Powered Concierge
This site uses an AI-powered concierge widget to handle initial enquiries via text chat and (in some cases) outbound voice calls. When you interact with the concierge, the following data may be collected and processed:
- Chat or call transcripts (text or speech-to-text).
- The phone number you provide, used to place a callback.
- Metadata such as time of contact, IP address, browser type, and the page you were on when the conversation began.
We use the following third-party AI vendors to deliver the concierge experience:
- ElevenLabs: text chat and voice synthesis. Privacy policy.
- Vapi: outbound voice orchestration. Privacy policy.
Conversation data is retained for up to 90 days for quality and compliance review, after which it is deleted or anonymised. You may request deletion of your conversation data at any time by contacting us at the email address listed in this policy.
Data is processed in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
4. How We Use Your Information
We use the information we collect for the following purposes:
- Handling your enquiry: to pass your enquiry to independent installers who offer services related to it, so they can contact you about your project
- Communication: to contact you about your enquiry and, as described in Section 5.4, about related products and services
- Website improvement: to analyse how visitors use our website and improve the experience
- Legal compliance: to comply with applicable laws, regulations and legal processes
- Business operations: to manage our enquiry service and our relationships with service providers
When you submit an enquiry, you tick a consent box confirming that you agree that your details may be shared with independent service providers and that they may contact you about your enquiry. We rely on that consent to pass your details on.
We will not use your personal information for purposes other than those outlined in this policy without your consent.
5. Third-Party Services
We may share your information with the following categories of third parties:
5.1 Form Processing and Lead Management
Enquiry form submissions are processed through third-party form handling and customer relationship management services. These services are bound by their own privacy policies and data processing agreements.
5.2 Analytics
We use privacy-focused analytics to understand website usage. Our analytics solution does not use cookies for tracking and does not collect personally identifiable information.
5.3 Hosting
Our website is hosted by third-party hosting providers who may process data as part of providing their services.
5.4 How Your Enquiry Is Used
We use your information for the purpose of your enquiry, including providing it to independent contractors and businesses that offer services related to your enquiry. By submitting an enquiry, you consent to being contacted about it. We or our partners may also contact you about related products and services. You can opt out of these messages at any time by using the unsubscribe link in a message or by emailing us at quotes@
The independent installers who receive your enquiry are separate businesses. Once they receive your details, they handle your information under their own privacy practices.
5.5 Legal Requirements
We may disclose your information if required by law, court order or government regulation, or if we believe disclosure is necessary to protect our rights, your safety or the safety of others.
6. Data Retention
We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, including:
- Enquiry data: retained for as long as needed to handle your enquiry and our business relationship, plus up to 7 years for legal and accounting purposes
- AI concierge conversation data: retained for up to 90 days, as described in Section 3
- Analytics data: aggregated and anonymised data may be retained indefinitely
When personal information is no longer required, we will securely delete or de-identify it.
7. Your Rights
Under Australian privacy law and, where applicable, the GDPR, you have the following rights:
7.1 Access
You have the right to request access to the personal information we hold about you. We will respond to your request within a reasonable timeframe.
7.2 Correction
You have the right to request correction of any inaccurate or incomplete personal information we hold about you.
7.3 Deletion
You may request that we delete your personal information. We will comply with your request unless we are required to retain the information for legal or legitimate business purposes.
7.4 Data Portability (GDPR)
If you are located in the European Union, you have the right to receive your personal data in a structured, commonly used and machine-readable format.
7.5 Objection and Restriction (GDPR)
If you are located in the European Union, you have the right to object to processing of your personal data and to request restriction of processing in certain circumstances.
7.6 Withdrawal of Consent
Where we rely on your consent to process your personal information, you have the right to withdraw that consent at any time by emailing us. Withdrawal does not affect information already passed to a service provider before you withdrew, but we will not share it further.
7.7 How to Exercise Your Rights
To exercise any of these rights, please contact us using the details in Section 12. We may need to verify your identity before processing your request.
7.8 Complaints
If you believe we have breached the Australian Privacy Principles or your privacy rights, you may lodge a complaint with us. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
9. Security
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Security measures include:
- SSL/TLS encryption for data transmission
- Secure hosting infrastructure
- Limited access to personal information
- Regular review of data handling practices
However, no method of transmission over the internet or electronic storage is completely secure. While we strive to protect your personal information, we cannot guarantee its absolute security.
10. International Visitors
Our website is operated from Australia. If you are visiting from outside Australia, your information may be transferred to, stored and processed in Australia. Some of our service providers, including the AI concierge vendors, may process data outside Australia.
10.1 European Union Visitors
If you are located in the European Union, we process your personal data in accordance with the GDPR. The lawful bases for our processing include:
- Consent: where you have given clear consent for us to process your personal data
- Contract: where processing is necessary for a contract with you
- Legitimate interests: where processing is necessary for our legitimate business interests, provided these do not override your rights
- Legal obligation: where processing is necessary for compliance with legal obligations
11. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or other factors. When we make changes, we will update the "Last updated" date at the top of this policy and post the revised policy on our website. For material changes, we may provide additional notice on our homepage.
12. Contact Us
If you have any questions about this Privacy Policy, wish to exercise your rights, or have a complaint about our handling of your personal information, please contact us:
- Business: Concrete Sleeper Retaining Walls Toowoomba
- Email: quotes@
concretesleeperretainingwallstoowoomba.au - Website: https://www.concretesleeperretainingwallstoowoomba.au
We will respond to your enquiry as soon as reasonably practicable and within any timeframes required by law.