Privacy Policy

How we collect, hold, use and disclose your personal information, and your rights under Australian privacy law.

1. About This Policy and Who We Are

Crew Australia Pty Ltd (ACN 000 000 000) ("Crew", "we", "us", "our") operates the Crew home services platform at getcrew.com.au. We are bound by the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs) contained in that Act.

This Privacy Policy explains how we manage personal information about our users, including customers, contractors and visitors to our website. By using the Crew platform, you acknowledge that you have read and understood this Policy.

This policy complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs 1 to 13). Where this policy refers to a specific APP, that reference is noted in the section heading.

2. What Personal Information We Collect

We collect only the personal information reasonably necessary to provide and improve the Crew platform.

Account and identity information

Full name and date of birth
Email address and mobile number
Profile photograph
Password (stored in hashed form, we cannot read it)

Contractor-specific verification information

Australian Business Number (ABN) or Australian Company Number (ACN)
Trade licence numbers, licence categories and copies of licence documents
Current public liability insurance certificate of currency
Bank account details for payouts (BSB and account number)
Identity verification documents, collected only for contractor onboarding and stored securely

Payment and transaction information

Full card numbers are handled exclusively by our escrow provider and are never stored on our systems. We retain transaction history, booking amounts and payout records.

Location information

Your nominated service postcode, used for contractor-to-customer matching, and GPS coordinates if you grant location permission, used for live job matching.

Platform usage and communications

Device type, browser version, IP address, pages visited, messages exchanged between customers and contractors, job photos and evidence, and reviews and ratings.

3. How We Collect Personal Information

Directly from you (creating an account, booking a service, uploading documents), automatically through cookies and server logs, and from third parties: identity verification providers, our escrow provider, government licensing databases, and social sign-in providers (Google or Apple, if you choose to use them).

4. Why We Collect It and How We Use It

To provide the platform (matching, bookings, payments, payouts, invoices), for safety and trust (verifying licences and insurance, resolving disputes, preventing fraud), for communications and support, for platform improvement, and to meet our legal and tax obligations (including GST records).

We will not use your personal information for a purpose other than the one it was collected for, or a directly related purpose, unless you consent or the law requires it.

5. Disclosure to Third Parties

We may disclose personal information to our escrow provider (to process payments and payouts), identity verification providers, analytics providers, email and notification providers, cloud infrastructure providers, professional advisers, and law enforcement or government authorities where required by law.

We do not sell your personal information to third parties, and we do not share it for the purpose of serving third-party advertising.

6. Overseas Disclosure of Personal Information (APP 8)

Australian Privacy Principle 8, cross-border disclosure: before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient does not breach the APPs in relation to that information.

Some of our service providers are based outside Australia, so your personal information may be transferred to or processed in:

United States of America

Database and authentication services (Supabase, Inc.)
Transactional email (Resend, Inc.)
Escrow and payment processing infrastructure

European Union / European Economic Area

Some cloud infrastructure may route or store data through servers in the EU or EEA, subject to the GDPR.

By using the Crew platform, you acknowledge that some overseas recipients may not be subject to a privacy law equivalent to the APPs, and that the Australian Privacy Commissioner may have limited jurisdiction over overseas entities.

7. Cookies and Analytics

We use essential cookies (required for the platform to operate, including your signed-in session), analytics cookies (aggregated usage data), and preference cookies (your settings). You can disable or delete cookies through your browser settings at any time; disabling essential cookies will affect your ability to sign in.

8. Direct Marketing

We may send you information about Crew services or promotions, in accordance with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth). You can opt out at any time by clicking "Unsubscribe" in any marketing email, updating your notification preferences in the app, or emailing privacy@getcrew.com.au. We never use sensitive information for direct marketing.

9. Anonymity and Pseudonymity

You may browse the Crew website without creating an account. However, booking or offering services requires a verified account, we cannot deal with you anonymously in that context because we must confirm your age and identity, verify contractor licences and insurance, and meet our anti-fraud and Know Your Customer obligations.

10. Security of Personal Information

We encrypt data in transit (TLS/HTTPS) and sensitive data at rest, use role-based access controls, and regularly test our platform and infrastructure. If you believe your account has been compromised, contact security@getcrew.com.au immediately.

We are required to notify affected individuals and the OAIC if a data breach is likely to result in serious harm, under the Notifiable Data Breaches scheme.

11. Accessing Your Personal Information (APP 12)

You can update most account information directly in your Crew profile. For a broader access request, email privacy@getcrew.com.auwith the subject line "Personal Information Access Request". We will respond within 30 days, free of charge unless the request is unusually broad.

12. Correcting Your Personal Information (APP 13)

You can correct most account details directly in your settings. For anything not editable there, email privacy@getcrew.com.auwith the subject line "Personal Information Correction Request".

13. Privacy Complaints and the OAIC

Step 1: complain to Crew first

Email privacy@getcrew.com.auwith the subject line "Privacy Complaint". We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

Step 2: refer to the OAIC if unresolved

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner: www.oaic.gov.au, phone 1300 363 992, or post to GPO Box 5218, Sydney NSW 2001.

The OAIC is the independent statutory authority that handles privacy complaints about private sector organisations. There is no charge for lodging a complaint with the OAIC.

14. Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will notify you by email or a prominent notice on the platform. Continued use after changes take effect constitutes your acceptance of the revised policy.

15. Contact Us

Crew Australia Pty Ltd
ABN 00 000 000 000
Australia