Privacy Policy

About this policy

My Local Hero ("we", "us", "our") respects your privacy. This policy explains what personal information we collect, why we collect it, who we share it with and the choices you have.

It covers our website, Hero Business Hubs, Quote Checker, the Northern Beaches Pulse and the services we provide to tradies and home service businesses, including Heroes and Verified Businesses ("businesses"). We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

My Local Hero is operated by Nicole Warnock, a sole trader based on the Northern Beaches, NSW, ABN 73 154 585 698.

What we collect

We collect only what we need to run My Local Hero. What that is depends on how you use it.

Quotes you upload to Quote Checker can include names, addresses and prices. Please remove other people's personal details before uploading where you can.

We don't ask for sensitive information, such as health or financial details beyond payment. If you send it to us anyway, we only use it for the reason you gave it.

How we collect it

• From you directly — when you apply, fill in our survey, use Quote Checker, subscribe to the Northern Beaches Pulse, or email or call us.
• Hero interviews — your first Hero interview is with a member of our team. We record it, with your permission, so we can capture your expertise accurately.
• Monthly check-in calls — Heroes receive a monthly call from Scoop, our AI reporter. Scoop is an AI voice agent, not a person. Scoop says so at the start of each call and asks your permission before recording. Calls are recorded and transcribed so we can update your Hero Business Hub and create your marketing.
• Public sources — to verify Heroes, we check sources such as licence and registration registers, ABN Lookup, Google reviews, business websites and social media.
• From Heroes — Heroes may give us their customers' contact details so we can send review requests on their behalf (see Review requests below).
• Automatically — through cookies and analytics when you visit our website.

How we use it

We use personal information to:

• review applications and verify Heroes against our Trust Standard
• build and update each Hero's Business Source of Truth and Hero Business Hub
• create and publish Heroes' articles, videos, social posts and expert answers
• match homeowners with suitable Heroes and explain why they fit
• run Quote Checker and respond to homeowners' requests
• send the Northern Beaches Pulse and other emails you've agreed to receive
• send review requests on behalf of Heroes
• bill Heroes and manage their accounts
• understand how our services are used and improve them, using combined or de-identified information where we can, including de-identified Quote Checker data (job types, prices and suburbs) that makes Quote Checker more accurate
• meet our legal obligations

Our team writes content, and we also use AI tools to transcribe calls, sort information and draft content. Every piece is reviewed, edited and approved by our team before it's published under a business's name.

Who we share it with

We don't sell personal information. We share it only in these situations:

• Public Hero content — the information on a Hero Business Hub, and the articles, videos and posts we publish, are public. Heroes approve what represents their business.
• Between homeowners and Heroes — if you ask for a recommendation or connection through My Local Hero or Quote Checker, we share your details with a Hero only when you've asked us to.
• Service providers — we build and run our own platform, and use trusted third-party services for email, SMS and customer management (GoHighLevel), review requests, payments, analytics, call recording and AI tools for transcription and drafting. They may only use your information to provide their service to us.
• When the law requires it — for example, to respond to a lawful request from a government agency.

Some of our service providers store or process information outside Australia, including in the United States. We take reasonable steps to make sure they protect it in line with the Australian Privacy Principles.

Review requests

Our Reputation Growth System sends review requests to a Hero's customers on the Hero's behalf. To do this, the Hero gives us their customers' names and contact details.

• We use those details only to send that Hero's review requests. We don't add customers to our own marketing.
• Heroes confirm they're allowed to share their customers' details with us for this purpose.
• Every request includes a way to opt out of further requests.

If you've received a review request and have a question about it, contact the business that served you or contact us.

Cookies and analytics

Our website uses cookies and similar tools to keep it working, remember your preferences and understand how people use it, including through analytics tools.

You can block or delete cookies in your browser settings. Some parts of the site may not work properly if you do.

Marketing emails and the Northern Beaches Pulse

We only send you the Northern Beaches Pulse and other marketing emails or SMS if you've subscribed or agreed to receive them, in line with the Spam Act 2003 (Cth).

You can unsubscribe at any time using the link in any email, or by replying STOP to an SMS. Heroes will still receive messages about their account and partnership.

Security and how long we keep it

We take reasonable steps to protect personal information from misuse, loss and unauthorised access. This includes secure hosting, encrypted connections and limiting access to people who need it.

We keep personal information only as long as we need it:

After that, we delete or de-identify it. If a data breach is likely to cause you serious harm, we'll notify you and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.

Accessing, correcting and complaints

You can ask to see the personal information we hold about you, or ask us to correct it. Contact us using the details below. We'll respond within 30 days, and there's no charge to ask.

If you're unhappy with how we've handled your information, tell us first and we'll respond within 30 days. If you're still not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes and contact

We may update this policy as My Local Hero grows. The date at the top shows when it last changed, and we'll let businesses on My Local Hero know about significant changes.

For privacy questions, requests or complaints, contact:

• Privacy contact: Nicole Warnock
• Email: [email protected]
• Phone: 0418 961 172