1. Introduction

Quality Service Solutions Limited trading as QualGroup (“QualGroup”, “we”, “us” or “our”) respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, store, protect and disclose personal information when you interact with QualGroup, including when you:

• visit or use our website;
• submit an enquiry through our website;
• contact us by phone or email;
• request information or a quotation;
• engage us for commercial cleaning services;
• engage us for residential cleaning services;
• engage us for interior specialist cleaning or exterior property care;
• communicate with us about an existing service;
• subscribe to our newsletter or other marketing communications; or
• enquire about QualGroup franchise opportunities.

QualGroup provides commercial and residential cleaning and property care services across New Zealand. Services may be delivered by QualGroup employees and QualGroup franchisees.

This Privacy Policy applies to personal information handled by QualGroup through our website and in connection with our customer, prospective customer and business relationships.

We handle personal information in accordance with the Privacy Act 2020 and other applicable New Zealand privacy requirements.

2. About QualGroup

QualGroup was established in 2014 and operates across New Zealand.

Our business includes:

• Commercial Cleaning
• Residential Cleaning
• Interior Specialist Cleaning
• Exterior Property Care
• Franchise Development

3. What personal information we collect

The information we collect depends on how you interact with QualGroup and what information is reasonably necessary for the relevant purpose.

We may collect:

Contact information

• name;
• email address;
• telephone number;
• company or organisation name;
• property or service address; and
• other contact details you provide.

Enquiry and communication information

This may include:

• information contained in your enquiry;
• information about the services you are interested in;
• property or premises information;
• service requirements;
• correspondence and communications;
• feedback and complaints; and
• other information you voluntarily provide.

Service information

When providing services, we may collect information reasonably necessary to:

• assess service requirements;
• prepare or confirm a quotation;
• arrange and schedule services;
• understand property or site requirements;
• manage access arrangements;
• communicate with you;
• maintain service records; and
• manage the customer relationship.

Billing and payment information

QualGroup accepts payments by bank transfer and cash.

We may retain information relating to invoices, payments, payment references and account records where reasonably necessary for billing, accounting, record-keeping or related business purposes.

Newsletter information

If you subscribe to our newsletter or other marketing communications, we may collect your name, email address and relevant communication preferences.

4. Information collected through our website

Our website may collect information that you voluntarily provide through enquiry and communication forms.

Our website enquiry form may request:

• first name;
• last name;
• company name;
• phone number;
• email address; and
• message or enquiry details.

We use this information to respond to enquiries, understand your requirements, prepare or discuss quotations and communicate with you.

You should avoid submitting unnecessary sensitive personal information through website forms.

5. Google Analytics and website usage information

QualGroup uses Google Analytics to understand how visitors use our website and to help us improve website content, functionality and user experience.

Google states that Google Analytics' default implementation can collect information including:

• number of users;
• session statistics;
• approximate geolocation; and
• browser and device information.

Google Analytics may also use first-party identifiers, including the _ga cookie, to distinguish users and sessions. The information collected can vary depending on the configuration and features enabled for a particular Analytics property.

QualGroup does not use this Privacy Policy to make claims about optional Google Analytics features that we have not confirmed as being enabled on our website.

QualGroup will not intentionally configure Google Analytics to receive personal information such as names or email addresses where doing so would breach Google's applicable policies or New Zealand privacy requirements. Google specifically prohibits customers from sending personally identifiable information to Google Analytics.

6. Cookies and similar technologies

Our website may use cookies and similar technologies.

These technologies may be used to:

• support website functionality;
• understand website usage;
• measure website performance; and
• support analytics.

Because QualGroup uses Google Analytics, analytics-related cookies or identifiers may be used depending on the current website and Analytics configuration.

The specific cookies and technologies used on the website may change as our website and digital services develop.

Where applicable, you may be able to manage certain cookies through your browser or any relevant website controls made available to you.

7. How we use personal information

QualGroup may use personal information for purposes including:

Providing services

• responding to enquiries;
• preparing quotations;
• confirming service arrangements;
• scheduling services;
• delivering commercial cleaning services;
• delivering residential cleaning services;
• delivering interior specialist cleaning services;
• delivering exterior property care services;
• communicating with customers;
• managing access and site requirements; and
• maintaining service records.

Business administration

We may use information to:

• manage customer relationships;
• manage quotations and invoices;
• record and reconcile payments;
• maintain business records;
• manage customer requests, feedback and complaints; and
• administer our business systems.

Service and operational management

We may use information where reasonably necessary to understand site requirements, access arrangements, special instructions and other information relevant to delivering services.

Website and service improvement

We may use website analytics and relevant business information to understand how our website and services are being used and to improve our website, communications and customer experience.

Marketing

Where permitted, we may use contact information to send newsletters and information about QualGroup services.

Legal and regulatory purposes

We may use personal information where reasonably necessary to:

• comply with legal obligations;
• respond to lawful requests;
• establish, exercise or defend legal rights;
• manage disputes; or
• protect the rights, property or safety of QualGroup, our customers, workers or other people.

8. Information needed to provide a service

Some information is reasonably necessary for us to respond to an enquiry, prepare a quotation, arrange a service or manage an existing customer relationship.

For example, we may need contact details and information about a property or premises to provide a quotation or arrange a service.

If you choose not to provide information that is reasonably necessary for a particular purpose, we may not be able to provide the relevant quotation, service or response.

Where information is optional, we will not require you to provide it solely to make an enquiry or use our services.

9. HubSpot CRM

QualGroup uses HubSpot as its customer relationship management (CRM) system.

We may use HubSpot to manage information relating to:

• customer enquiries;
• prospective customers;
• contact details;
• quotations;
• service communications;
• customer relationships;
• follow-up activities; and
• other information reasonably required to manage our customer relationships.

The information held in our CRM depends on the nature of our relationship with you and the information reasonably required for the relevant business purpose.

HubSpot has its own privacy policies and terms governing its services. QualGroup remains responsible for determining how personal information is collected and used for our own business purposes.

11. Sharing information with QualGroup franchisees

QualGroup services may be delivered by QualGroup employees and QualGroup franchisees.

Where reasonably necessary to provide or coordinate a service, QualGroup may share relevant customer information with the QualGroup franchisee involved in delivering or coordinating that service.

Depending on the circumstances, this may include:

• name;
• contact details;
• service address;
• quotation or service information;
• booking information;
• relevant property or site instructions;
• necessary access information; and
• other information reasonably required to provide or coordinate the service.

We aim to share only information reasonably necessary for the relevant purpose.

QualGroup franchisees are expected to handle customer information appropriately and in accordance with applicable privacy requirements and QualGroup requirements.

12. Access to information by QualGroup employees

Relevant QualGroup employees may have access to personal information where reasonably necessary to perform their duties.

For example, information may be required to:

• respond to enquiries;
• prepare or manage quotations;
• schedule services;
• deliver services;
• communicate with customers;
• manage service issues; or
• perform administrative and operational duties.

Access should be limited to information reasonably required for the relevant business purpose.

13. Other disclosures of personal information

Depending on the circumstances, QualGroup may disclose relevant personal information to:

• QualGroup employees;
• QualGroup franchisees;
• service providers supporting our business operations or systems;
• professional advisers where reasonably necessary;
• government agencies, regulators or authorities where required or authorised by law;
• emergency services where reasonably necessary to protect health or safety; or
• other persons where you have authorised the disclosure or disclosure is otherwise permitted or required by law.

We do not sell personal information as a business activity.

14. Information collected from other sources

In some circumstances, QualGroup may receive personal information from someone other than the individual concerned.

For example, information may be provided by:

• a company or organisation arranging services;
• an authorised representative;
• a property manager; or
• another person providing information reasonably necessary to arrange or manage a service.

Where we collect personal information indirectly, we will handle that information in accordance with applicable New Zealand privacy requirements.

The Privacy Act 2020 contains specific requirements for certain indirect collection of personal information, including notification requirements under Information Privacy Principle 3A, subject to applicable exceptions.

15. Accuracy of personal information

QualGroup takes reasonable steps to ensure that personal information we use is accurate, complete, relevant and up to date for the purpose for which it is used.

If you believe information we hold about you is incorrect or needs updating, you can contact us.

16. Security of personal information

QualGroup takes reasonable steps to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction.

Personal information may be held in QualGroup business records and business systems, including HubSpot and OneDrive.

The safeguards used may vary depending on the system and the type of information involved.

No electronic storage system or method of internet transmission can be guaranteed to be completely secure. However, QualGroup takes reasonable steps appropriate to the circumstances to protect the information it holds.

17. Retention of personal information

QualGroup retains personal information for as long as reasonably necessary for the purpose for which it was collected or as required for legitimate business, accounting, contractual, legal or regulatory purposes.

Different types of information may need to be retained for different periods.

For this reason, QualGroup does not apply one universal retention period to all personal information.

When information is no longer required, we take reasonable steps to securely delete, destroy or de-identify it where appropriate.

18. Overseas disclosure and service providers

Some technology or service providers used by QualGroup may process or store information outside New Zealand.

Where personal information is disclosed to an overseas recipient, QualGroup will comply with the applicable requirements of New Zealand privacy law.

New Zealand's Information Privacy Principle 12 contains requirements governing certain disclosures of personal information outside New Zealand.

We do not state a specific overseas storage location for QualGroup information where that information has not been confirmed.

19. Direct marketing and newsletters

QualGroup may send newsletters or other marketing communications where permitted by law.

You may ask us to stop sending marketing communications to you.

Where an unsubscribe option is provided, you can use it to withdraw from the relevant marketing communication.

You can also contact us at info@qualgroup.co.nz to request that we stop sending marketing communications.

Stopping marketing communications does not necessarily stop service-related, transactional or other communications that we reasonably need to send to you.

20. Access to your personal information

You may have the right under New Zealand privacy law to request access to personal information QualGroup holds about you, subject to applicable legal exceptions.

To request access, contact us using the details at the end of this Privacy Policy.

We may need to take reasonable steps to verify your identity before providing access to personal information.

21. Correction of your personal information

You may ask QualGroup to correct personal information we hold about you if you believe it is inaccurate, incomplete or out of date.

We will consider your request and take reasonable steps in accordance with applicable privacy requirements.

Please provide enough information for us to understand what information you believe needs to be corrected.

22. Privacy complaints

If you have a concern about how QualGroup has collected, used, stored or disclosed your personal information, we encourage you to contact us first.

We will review the concern and respond appropriately.

If you are not satisfied with our response, you may have the right to make a complaint to the Office of the Privacy Commissioner.

23. Privacy breaches

If QualGroup becomes aware of a privacy breach, we will take reasonable steps to assess and respond to the incident.

This may include:

• containing the incident;
• assessing what information was involved;
• assessing the potential risk of harm;
• taking reasonable steps to reduce or prevent further harm; and
• taking any notification or other action required by law.

Where a privacy breach is a notifiable privacy breach under the Privacy Act 2020, QualGroup will comply with the applicable notification requirements.

24. Third-party websites and services

Our website may contain links to third-party websites, platforms or services.

This Privacy Policy applies to QualGroup's handling of personal information. It does not control the privacy practices of third parties operating their own websites or services.

Third-party services used by QualGroup, such as Microsoft, Google and HubSpot, have their own privacy policies and terms.

We recommend reviewing the relevant third party's privacy information before providing personal information directly to that organisation.

25. Residential customer information

26. Commercial customer information

27. Franchise enquiries

If you contact QualGroup about franchise opportunities, we may collect information reasonably necessary to respond to your enquiry and manage the potential business relationship.

This may include contact information, business information, communications and other information you voluntarily provide as part of your enquiry.

28. Changes to this Privacy Policy

QualGroup may update this Privacy Policy from time to time to reflect changes to:

• our business;
• our services;
• our website;
• our business systems;
• our privacy practices; or
• applicable privacy requirements.

When we update this Privacy Policy, we will update the Last updated date at the beginning of the page.

We encourage you to review this page periodically.

29. Contact us

If you have a question about this Privacy Policy, want to request access to or correction of your personal information, or wish to raise a privacy concern, please contact us.