Privacy Policy

Last updated: 22 October 2026

Who we are

Our website address is https://branchmanagement.com.au.

This website is operated by HLR Management Pty Ltd trading as Branch Management (ABN 25 670 828 583) (“we”, “us”, “our”).

This policy explains how we collect, use, store, share and protect personal information through our website and when managing enquiries, quotes, bookings, tree services and payments.

We are committed to handling personal information consistently with the Australian Privacy Principles. Where the Privacy Act 1988 (Cth) applies to us, we comply with its requirements.

Privacy contact: Bianca Sheridan
Email: bianca@branchmanagement.com.au
Phone: 0419 289 223
General enquiries: admin@branchmanagement.com.au

What personal information we collect

Depending on how you interact with us, we may collect:

• Contact details: your name, phone number, email address, and property or postal address.
• Job information: descriptions of trees and requested work, property access notes, site photographs and videos, quotes, job notes and job history.
• Business information: organisation names and contact persons’ roles for commercial, council, strata and real estate clients.
• Payment information: invoices, transaction details and payment records. Stripe processes card payments. We do not store your full card number in our customer records.
• Website information: IP addresses, browser and device details, pages visited, cookie identifiers and interactions with our website or advertising.
• Comments or account information: information submitted through comments or user profiles, where these website features are enabled.

We do not record phone calls.

We do not routinely request sensitive information, such as health information. Please avoid including it in general enquiries. If it is necessary to arrange a service or accommodate your needs, we will explain why and seek consent where required.

How we collect information

We usually collect information directly from you when you:

• request a quote through our website or ServiceM8 booking form
• submit a Google Ads lead form or contact us through Google Business Profile
• call, text, email or contact us through social media
• meet us for an inspection or job
• pay an invoice
• submit a comment or use an account feature, where available.

We may also receive information from property managers, strata managers, owners, builders, councils or other people arranging or referring work.

When you submit a Google Ads lead form, Google passes your answers to us so we can respond. Google’s handling of your information is explained in its Privacy Policy.

We also collect some technical information automatically through cookies and similar technologies.

General and anonymous enquiries

You can make general enquiries anonymously or using another name where practical.

We usually need your contact details and property address to provide a site-specific quote, arrange an inspection, complete work or issue an invoice. Without necessary information, we may be unable to provide the requested service.

How we use your information

We use personal information to:

• respond to enquiries, inspect sites and prepare quotes
• arrange and carry out work
• send appointment confirmations, reminders and arrival updates
• organise consulting arborists, tree reports and council applications when requested
• process payments and maintain financial records
• follow up on quotes and completed jobs, and request feedback or reviews
• manage complaints, insurance matters and disputes
• meet legal, tax and work health and safety obligations
• maintain website security and prevent spam
• assess website and advertising performance.

We do not sell personal information. We will not use it for an unrelated purpose unless you consent or the use is permitted or required by law.

Comments

Where comments are enabled, we collect the information shown in the comments form, together with your IP address and browser user agent information, to help detect spam and maintain website security.

An email-derived identifier, also called a hash, may be sent to Gravatar to check whether you use that service. Gravatar’s handling of information is explained in Automattic’s Privacy Policy.

Once a comment is approved, the name, comment, profile image and any other information displayed with it may be publicly visible. Please avoid including private contact details or sensitive information in comments.

Visitor comments may be checked through an automated spam detection service.

Media and job photographs

We may collect photographs and videos to assess trees, prepare quotes, plan work and document site conditions or completed work.

Before using images for advertising, social media or other promotional purposes, we will seek permission where a customer, another person or a private property is reasonably identifiable.

We will not publish customer contact details, access instructions or other private job information for promotional purposes.

If website image uploads are enabled, avoid uploading images containing embedded location information, such as EXIF GPS data. People who can access publicly displayed images may be able to download them and extract that information.

Images submitted privately for a quote or job are treated as job records and are not automatically made public.

Cookies, analytics and advertising

Cookies are small files stored by your browser. Our website may use cookies and similar technologies for functionality, security, analytics and advertising.

Depending on the features enabled, we may use Google Analytics, Google Ads and tags managed through Google Tag Manager to:

• understand how visitors use our website
• measure which advertising generates enquiries
• improve website performance and advertising
• show advertisements to previous website visitors.

Collected information may include IP addresses, device details, cookie identifiers and website interactions. This may be personal information even when it does not include your name. Providers may associate it with other information they hold, depending on their services and your settings.

Comment cookies

If comments are enabled, you may choose to save your name, email address and website in cookies so you do not need to enter them again. These cookies generally remain for one year unless deleted earlier.

Login and account cookies

Where WordPress login features are available:

• Visiting the login page may create a temporary cookie to check whether your browser accepts cookies. It is discarded when you close your browser.
• Login cookies generally last two days, and screen preference cookies generally last one year.
• Selecting “Remember Me” generally extends the login period to two weeks.
• Logging out removes login cookies.
• Editing or publishing an article may create a cookie identifying the article’s post ID, which generally expires after one day.

These features may apply to authorised website administrators even when public account registration is unavailable. Cookie durations may differ if the website configuration changes.

Your cookie choices

You can block or delete cookies through your browser settings. This may affect some website features.

You can also manage personalised advertising through Google My Ad Center and use Google’s Analytics opt-out browser add-on.

Embedded content from other websites

Our website may display content provided by other websites, such as videos, images, maps, social media content and Google reviews displayed through Trustindex.

Loading or interacting with embedded content may allow the provider to receive information such as your IP address, browser details and interactions with that content.

These providers may use cookies and other tracking technologies. If you are signed in to an account with the provider, it may associate your interaction with that account.

Their handling of information is governed by their own privacy policies and your account settings.

Marketing and service communications

We do not currently send newsletters or promotional offers. If we introduce them, we will obtain consent before sending them. Marketing messages will identify us and provide a simple way to unsubscribe.

After you unsubscribe from marketing, we may still send communications reasonably necessary to respond to your enquiry or manage a requested quote, booking, job or payment.

We keep essential service communications separate from promotional offers. Messages containing marketing content will be handled according to applicable consent and unsubscribe requirements.

Who we share your information with

Staff access personal information when reasonably necessary for their roles. We may share relevant information with:

Where website password resets are enabled, a password reset email may include the IP address from which the request was made.

If we propose to sell or transfer the business, relevant information may be disclosed to advisers or prospective buyers under appropriate confidentiality arrangements and transferred where lawful.

Where your information is sent

Some providers may store, process or access information outside Australia.

ServiceM8 identifies data locations including Australia, the United States, Ireland, Singapore and Japan. Google, Stripe and other website providers operate internationally, including in the United States. Locations depend on the services and supporting providers used.

We take reasonable steps to assess providers’ privacy and security arrangements and meet applicable obligations concerning overseas disclosures. This may include reviewing privacy policies, security measures and contractual terms.

Further information is available through:

• ServiceM8 security information
• Google Privacy Policy
• Stripe Privacy Policy
• Automattic Privacy Policy, including Gravatar

How long we retain your information

We retain personal information for as long as reasonably necessary for its purpose and to meet legal, insurance, recordkeeping or dispute-management requirements.

• Financial records: Company financial records are generally retained for at least seven years.
• Job records: Quotes, photographs, correspondence and job notes are retained for relevant service, insurance, safety and legal needs.
• Unsuccessful enquiries: These are retained for a reasonable period to manage follow-up questions and relevant business needs.
• Comments: Where enabled, comments and associated metadata may remain while published and for moderation, spam prevention or security purposes. We review deletion requests subject to applicable retention needs.
• User accounts: Where enabled, profile information is generally retained while an account is active and afterwards only where reasonably necessary.

Registered users may be able to view and edit profile information, although usernames generally cannot be changed through the profile settings. Website administrators can access and manage account information. Contact us if you need help requesting deletion.

When information is no longer required, we take reasonable steps to securely destroy or de-identify it, subject to applicable retention requirements.

How we protect your information

We use ServiceM8 and authorised email, accounting, website and other business systems to store information.

We take reasonable steps to protect it against misuse, interference, loss and unauthorised access, modification or disclosure. Measures include limiting access to authorised people and using passwords and two-step authentication where available.

No system can be guaranteed completely secure.

Data breaches

If we become aware of a suspected data breach, we will assess it and take reasonable steps to contain it and reduce potential harm.

Where required by law, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) of an eligible data breach as soon as practicable, including recommended steps to reduce potential harm.

Access, correction and deletion requests

You can contact our privacy contact to:

• request access to personal information we hold about you
• request correction of inaccurate, incomplete or out-of-date information
• request deletion of information we no longer need.

If you have a website account or have left comments, you can also request an export of the personal information held through those features.

We may verify your identity before acting. We aim to respond within 30 days, and there is no charge for making a request.

Some information may need to be retained for legal, financial, security or other legitimate recordkeeping purposes. If we cannot fulfil a request, we will explain why and outline available complaint options, subject to legal restrictions.

Complaints

If you have a privacy concern, please contact:

Bianca Sheridan
Email: bianca@branchmanagement.com.au
Phone: 0419 289 223

We will investigate and aim to respond in writing within 30 days. If more time is needed, we will explain why and provide an expected response date.

If you are not satisfied, you can contact the OAIC to discuss your options or make a complaint where it has jurisdiction.

Website: oaic.gov.au
Phone: 1300 363 992

Children

Our services are directed to adults. We do not intentionally collect personal information directly from children for general enquiries or marketing.

Information about children may occasionally appear incidentally in site photographs or job records. We take reasonable steps to avoid unnecessary collection and remove or de-identify information when no longer needed, subject to applicable recordkeeping requirements.

Changes to this policy

We may update this policy when our services, systems, practices or legal obligations change.

The current version will be available on our website with its last updated date.