Privacy Policy
Innovate Build Co Pty Ltd as trustee for the Innovate Build Co Trust, ABN 39 749 404 883, trading as Innovate Access Group, supplies and installs modular access ramps and related access products across Victoria. In this policy, "we", "us" and "our" mean that entity.
We handle information about people's homes, their mobility and their funding arrangements. That is information people are entitled to be careful about, so this policy sets out plainly what we collect, why, who sees it and what you can do about it.
Last updated: 10 September 2026
1. What this policy covers
This policy applies to personal information we collect through our website, by phone, by email, during site inspections, and through referrals from occupational therapists and other health professionals.
It does not cover the privacy practices of other organisations we may deal with on your behalf, such as your plan manager, your funding body or our product supplier. Those organisations have their own policies.
2. The information we collect
Contact and enquiry information. Your name, phone number, email address, the suburb or postcode where the work would happen, and what you have told us about what you need.
Site and property information. The address where work is proposed, details of the entry, steps, ground conditions and any existing handrails or structures, and measurements taken during an inspection.
Photographs. Photographs of the entry and surrounding area, taken by us during an inspection or supplied by you or your occupational therapist. These may incidentally show the inside or outside of a home. We do not photograph people, and we ask that photographs supplied to us do not include people.
Health-related information. Information about mobility, the use of a wheelchair, walker or other equipment, whether the ramp is needed for a hospital discharge and by when, and any clinical requirements affecting the design, such as a required gradient or landing size. This is sensitive information and we treat it accordingly. See section 4.
Funding information. Whether the work is to be funded privately or through the NDIS, an aged care package, DVA, TAC, WorkSafe or another scheme, and the details we need to invoice the right party, including a plan manager's or coordinator's contact details.
Business and payment information. Quotes, invoices, payment records and correspondence.
Website usage information. Aggregate, non-identifying information about how our website is used. See section 10.
We do not collect payment card details through our website. Payments are made by bank transfer against an invoice.
3. How we collect it
Usually directly from you: through our contact form, by phone, by email, or in person at an inspection.
Sometimes we collect it from someone else, most often an occupational therapist. An OT arranging a ramp for a client will typically give us the client's name, contact details, address, discharge timeframe and the clinical requirements for the ramp, before we have spoken to the client.
If we receive your information this way, we will tell you that we have it, who gave it to us and what we intend to do with it, at or before the first time we contact you. If you did not want your information given to us, tell us and we will delete it.
4. Health information and consent
Health information is sensitive information. We collect it only where it is reasonably necessary to design, quote, supply, install or hire an access ramp safely and correctly, and only with consent.
Where you contact us directly and tell us about your mobility needs, you are consenting to us collecting that information for that purpose.
Where an occupational therapist or other health professional refers you to us, we rely on that professional having obtained your consent to share your information with a supplier. If you have not given that consent, tell us and we will stop, delete what we hold and let the referrer know.
We do not use health information for marketing. We do not sell it, and we do not disclose it to anyone except as set out in section 5.
A clinical judgement made by an occupational therapist stays theirs. Where a design decision such as a gradient or landing size follows an OT's assessment, we record it as their recommendation, not ours, and we do not offer clinical opinions of our own.
5. Who we share it with
We share personal information only where it is necessary to do the work, and only the minimum needed.
Our product supplier. We supply and install ramps manufactured by RampAssist. Where a product needs to be ordered, delivered, engineered for a specific site or dealt with under warranty, we provide the supplier with the delivery address and the technical details of the job. We do not provide health information to our supplier.
Your funding body, plan manager or support coordinator, where you have asked us to invoice them or to provide a quote for approval. A quote provided for funding approval will usually need to identify you and describe why the ramp is required, which may include health information. We do this only at your request or with your consent.
Your occupational therapist or referrer, to confirm arrangements, measurements and timing.
Contractors and workers engaged by us to carry out an installation, limited to the site address, access arrangements and the technical details of the job.
Our professional advisers, such as our accountant and insurer, and only where necessary.
Where the law requires it, or where it is necessary to prevent a serious threat to someone's life, health or safety.
We never sell personal information, and we do not disclose it for anyone else's marketing.
6. Where your information is stored
We use the following third-party services to run the business. Each holds some of the information described above.
| Service | What it holds | Where |
|---|---|---|
| Google Workspace (Gmail, Drive, Sheets) | Email, documents, quotes, photographs, job records | Google stores and processes data across a global network of data centres, including outside Australia |
| Xero | Invoices, quotes, contact and payment records | Xero is a New Zealand company and uses a hosting provider with servers located in the United States |
| Cloudflare | Website hosting and website analytics | Global network, including servers outside Australia |
Some of these providers store or process information outside Australia. Where they do, we take reasonable steps to ensure the information is handled consistently with this policy, but overseas providers are subject to the laws of the countries in which they operate.
If you would prefer that your information not be stored overseas, contact us and we will discuss what is possible. In practice it may mean we cannot deal with you by email.
7. How we protect it
Reasonable steps for a business of our size:
- Accounts protected by strong, unique passwords and multi-factor authentication.
- Access limited to those who need it to do the work.
- Health information and identifiable client records kept in a single restricted location, separate from our general business and marketing records.
- Devices protected by full-disk encryption and screen locks.
- Records securely deleted when they are no longer needed.
No system is completely secure, and we cannot guarantee the security of information sent to us over the internet. If a data breach occurs that is likely to cause serious harm, we will notify affected people and, where required, the Office of the Australian Information Commissioner.
8. How long we keep it
Enquiries that do not proceed: deleted within 12 months.
Quotes that are not accepted: deleted within 12 months.
Completed jobs: kept for at least seven years, because tax law, our insurer and the product warranty all require us to be able to show what was supplied, to whom, where and when. Health information relating to a completed job is kept only where it forms part of the record of why the ramp was designed as it was.
Photographs: kept with the job record. We do not use photographs of your property for marketing, our website or any other purpose without asking you first, separately and in writing.
9. Accessing and correcting your information
You can ask us what personal information we hold about you, ask for a copy, and ask us to correct anything that is wrong. Contact us using the details in section 12.
We will respond within 30 days. There is no charge for making a request. If we refuse, we will tell you why in writing.
You can ask us to delete what we hold. We will do so unless we are required to keep it, in which case we will tell you what we are keeping and why.
10. Our website
We do not use tracking cookies, advertising pixels or third-party marketing trackers.
We use Cloudflare Web Analytics to understand how many people visit the site and which pages they read. It does not use cookies, does not fingerprint visitors and does not build a profile of you. The information is aggregate and does not identify you.
Our contact form collects the information described in section 2. Only send us what you are comfortable sending. If you would rather not put health information in a web form, call us instead.
Our website may link to other sites, such as funding bodies or our supplier. We are not responsible for their privacy practices.
11. Complaints
If you think we have mishandled your personal information, tell us first. Contact us using the details below, describe what happened, and we will respond within 30 days.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:
- oaic.gov.au
- 1300 363 992
- GPO Box 5288, Sydney NSW 2001
12. Contact us
Innovate Build Co Pty Ltd as trustee for the Innovate Build Co Trust, trading as Innovate Access Group ABN 39 749 404 883
Email: [email protected] Phone: 0494 779 423 Post: Factory 9, 10 Mirra Court, Bundoora VIC 3083
13. Changes to this policy
We may update this policy. The current version is always on this page, with the date it was last updated at the top. If we change it in a way that materially affects how we handle information we already hold, we will contact affected people directly.