OM Tiles – Privacy Policy

Last Updated: 30 Jan 2026

1. Introduction & Commitment

Om Floor and Tiles (referred to in this document as “we”, “us”, or “our”) is committed to protecting the privacy of our customers, suppliers, contractors, and website visitors. We understand that you value your personal information and how it is managed.

This Privacy Policy explains how we collect, hold, use, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our website, visiting our showroom, or purchasing our products, you consent to the data practices described in this statement. We may amend this policy from time to time to comply with legislative updates or business changes.

2. Definitions

To ensure clarity, we use the following definitions derived from the Privacy Act 1988 (Cth):

2.1. Personal Information

Information or an opinion about an identified individual, or an individual who is reasonably identifiable. This includes information such as your name, address, email address, and phone number, regardless of whether the information is true or recorded in a material form.

2.2. Sensitive Information

A subset of personal information that is given a higher level of protection. This includes information about your racial or ethnic origin, political opinions, religious beliefs, sexual orientation, or criminal record. Om Floor and Tiles generally does not collect sensitive information unless required by law or with your explicit consent.

2.3. Credit Information

Information regarding your creditworthiness, credit standing, or credit capacity. We generally only collect this if you are applying for a Commercial Trade Account.

3. The Information We Collect

We only collect personal information that is reasonably necessary for our business functions. The type of information depends on your interaction with us.

3.1. Retail Customers

When you purchase tiles or flooring from us, we collect:

Identity Data: Your full name and title.
Contact Data: Residential address, delivery address, email address, and telephone numbers.
Transaction Data: Details of products purchased, dates, and proof of purchase (required for warranty claims).
Financial Data: Masked credit card details or bank account details for refunds. We do not store full credit card numbers; these are processed via secure third-party gateways.

3.2. Bulk Purchasers

If you purchase in bulk or for business purposes, we may collect additional business data:

Entity Data: ABN/ACN, registered business address, and company structure.
Credit Data: Trade references, asset and liability statements, and credit reports from credit reporting bodies.
Guarantor Data: Names, addresses, and driver’s licence numbers of directors or guarantors.

3.3. Digital Information

When you visit our website, we automatically collect:

Device Data: IP address, browser type, and operating system.

Usage Data: Pages viewed, time spent on site, and referring URLs.

4. How We Collect Information

We strive to collect information directly from you to ensure accuracy.

4.1. Direct Collection

We collect data when you:

Place an order in-store, online, or via phone.
Submit a “Contact Us” or “Quote Request” form.
Subscribe to our newsletter or “Trade Club”.
Interact with our social media pages.

4.2. Indirect Collection

We may collect information from third parties where it is unreasonable or impracticable to collect it directly from you. This includes:

Credit Reporting Bodies: For trade credit assessments.
Referees: When you provide trade references.

Public Registers: Verifying ABN details via the Australian Business Register.

5. Purposes For Collection & Use

We collect, hold, use, and disclose your personal information for the following purposes:

5.1. Providing Goods and Services

Order Fulfillment: Processing quotes, invoices, and payments.
Logistics: Arranging delivery of heavy goods to your site. This requires sharing your address and phone number with freight partners.
Warranties: Retaining purchase history to honour long-term product warranties (often 10+ years).

5.2. Customer Support

Communication: Responding to queries about stock, specifications, or installation.
Updates: Notifying you of delivery schedules or operating hour changes.
Returns: Managing refunds and exchanges under Australian Consumer Law.

5.3. Marketing

Direct Marketing: Sending updates on new ranges, offers, and trends. We comply with the Spam Act 2003 (Cth) and only send this with your consent.
Opt-Out: You can unsubscribe at any time via the link in our emails or by directly contacting us.

5.4. Business Operations

Credit Assessment: Assessing applications for trade credit and managing overdue accounts.
Analytics: Analysing website traffic to improve our inventory and user experience.

Legal Compliance: Fulfilling obligations under tax laws and fraud prevention.

6. Disclosure Of Personal Information

We do not sell your personal information. However, we may disclose it to trusted third parties to operate our business.

6.1. Service Providers

We share data with providers who are contractually bound to protect it:

Freight Companies: Trucking and courier services for delivery.
IT Providers: Website hosting, email servers, and cloud storage.
Payment Processors: Secure banking gateways.
Professional Advisors: Accountants, lawyers, and auditors.

6.2. Credit Reporting Bodies

For Finance or other credit purposes, we may disclose information to credit reporting bodies to obtain credit reports or report defaults. This is done in accordance with the Privacy (Credit Reporting) Code 2014.

6.3. Legal Requirements

We may disclose information to law enforcement or government agencies if required by law or to enforce our legal rights.

7. Cross-Border Disclosure

Om Floor and Tiles is Australian-based. However, we may use third-party technology providers (e.g., cloud storage, email marketing platforms) that store data overseas (such as in the USA or Asia).

Where we disclose information to overseas recipients, we take reasonable steps to ensure they comply with the Australian Privacy Principles or are subject to substantially similar privacy laws. By providing your information, you consent to this disclosure.

8. Data Security

We take all reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure.

8.1. Security Measures

Digital: SSL encryption for website transactions, firewalls, and secure servers.
Physical: Restricted access to offices and filing systems.
Procedural: Staff training on privacy obligations and “need-to-know” access controls.

8.2. Retention

We retain data only as long as necessary. Financial records are kept for a minimum of 7 years for tax purposes. Warranty records may be kept longer. When no longer needed, data is securely destroyed or de-identified.

9. Cookies

We use “cookies” (small text files) to improve your website experience.

Functionality: Keeping items in your cart and remembering preferences.
Analytics: Tracking visitor usage to improve our site.

You can modify your browser settings to decline cookies, but this may limit your ability to use features like the shopping cart.

10. Access & Correction

Under the APPs, you have the right to access and correct your personal information.

10.1. Access

You may request access to your data by contacting us in writing. We will not charge for the request but may charge a reasonable administrative fee for retrieval. We may require identification to verify your request.

10.2. Correction

If you believe your information is inaccurate or out of date, please contact us. We will take reasonable steps to correct it promptly.

11. Anonymity

Where lawful and practicable, you may deal with us anonymously (e.g., general enquiries). However, for transactions, deliveries, and warranties, we generally require your real identity.

12. Complaints

If you have a privacy complaint, please contact our Privacy Officer.

Submit: Send your complaint in writing to the details below.
Response: We will investigate and respond within 30 days.
Escalation: If unsatisfied, you may contact the Office of the Australian Information Commissioner (OAIC).

13. Contact Details

The Privacy Officer Om Floor and Tiles