Privacy Policy
Effective Date: 24 March 2025 | Last Updated: 24 March 2025
This policy applies to all personal information collected by Ezy Access Solutions through our website (www.ezyaccesssolutions.com.au), by phone, by email, in person, or through any other means of interaction with our business
Ezy Access Solutions is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our website or purchasing our products, you consent to the practices described in this policy.
1. Who We Are
Ezy Access Solutions is a Melbourne-based supplier of home accessibility and modification products, including ramps, grab rails, bathroom safety equipment, and assistive devices. We supply products to individuals, families, occupational therapists, builders, tradespeople, and care providers across Australia.
For the purposes of this Privacy Policy, Ezy Access Solutions is the data controller responsible for your personal information.
Contact details:
Ezy Access Solutions
Melbourne, Victoria, Australia
Email: info@ezyaccesssolutions.com.au
Website: www.ezyaccesssolutions.com.au
2. What Personal Information We Collect
We collect personal information that is necessary to provide our products and services. The types of personal information we may collect include:
2.1 Information You Provide to Us
- Identity information: Your full name, title, and date of birth (where required).
- Contact information: Postal address, delivery address, email address, and phone number.
- Account information: Username, password, and account preferences if you create an online account.
- Order and transaction information: Products purchased, order history, invoices, and payment records.
- Payment information: Credit or debit card details, bank account information, or other payment data. Note: Ezy Access Solutions does not store full payment card details. Payment processing is handled by secure third-party payment providers.
- Trade account information: Business name, ABN, professional qualifications, and trade references (for trade account applications).
- Communications: Records of enquiries, complaints, feedback, and correspondence with our team by phone, email, or contact form.
- Professional information: Occupational Therapist registration, builder licence number, or other professional credentials where provided.
2.2 Information We Collect Automatically
When you visit our website, we may automatically collect certain technical information, including:
- Your IP address and general geographic location
- Browser type and version
- Device type and operating system
- Pages visited, time spent on pages, and navigation paths
- Referring website or search terms used to find our website
- Cookie data and similar tracking technologies (see our Cookie Policy for full details)
2.3 Information from Third Parties
We may receive personal information about you from third parties, including:
- Payment processors and financial institutions
- Freight and courier providers for delivery purposes
- Occupational therapists or healthcare providers who refer clients to us
- NDIS planners, support coordinators, or aged care providers acting on a client’s behalf
- Marketing platforms such as Google or Meta, where you have engaged with our advertising
3. How We Use Your Personal Information
Ezy Access Solutions uses personal information for the following purposes:
3.1 Processing Orders and Providing Products
- Processing and fulfilling your orders, including arranging delivery to your nominated address
- Issuing invoices, tax receipts, and order confirmations
- Managing returns, refunds, and warranty claims
- Communicating with you about the status of your order
3.2 Customer Service and Support
- Responding to enquiries, complaints, and feedback
- Providing product advice, recommendations, and technical support
- Managing trade account applications and ongoing trade relationships
- Following up on quotes and incomplete orders
3.3 Improving Our Business
- Analysing website usage and customer behaviour to improve our website, products, and services
- Conducting customer satisfaction surveys and research
- Developing new products and services based on customer needs
- Training our staff to improve service quality
3.4 Marketing and Communications
- Sending you promotional emails, newsletters, and special offers where you have opted in to receive them
- Displaying personalised advertising based on your browsing behaviour and purchase history
- Retargeting website visitors through platforms such as Google Ads and Meta (Facebook/Instagram)
You may opt out of marketing communications at any time by clicking the unsubscribe link in any email we send, or by contacting us directly. Opting out of marketing will not affect transactional communications related to your orders.
3.5 Legal and Compliance Obligations
- Complying with applicable Australian laws, regulations, and court orders
- Maintaining financial records for tax and audit purposes
- Detecting and preventing fraud, security breaches, or unlawful activity
- Enforcing our Terms and Conditions and other agreements
4. Lawful Basis for Collecting Personal Information
We collect and use your personal information on the following grounds:
- Contractual necessity: To fulfil orders, process payments, and deliver products you have purchased from us.
- Consent: For marketing communications and non-essential cookies, where you have given your express consent.
- Legitimate interests: To improve our products and services, prevent fraud, and manage our business operations, where these interests are not overridden by your privacy rights.
- Legal obligation: To comply with applicable Australian laws, including tax, consumer protection, and financial reporting obligations.
5. Who We Share Your Personal Information With
Ezy Access Solutions does not sell, rent, or trade your personal information to third parties. We may share your information with trusted service providers and partners in the following circumstances:
5.1 Service Providers
- Payment processors: To securely process payments (e.g. Stripe, PayPal, or similar providers).
- Freight and logistics: To arrange delivery of your order (e.g. Australia Post, Startrack, or other couriers).
- IT and hosting providers: To operate and maintain our website and business systems.
- Email marketing platforms: To manage and send newsletters and promotional communications (e.g. Mailchimp or similar).
- Analytics providers: To analyse website performance and user behaviour (e.g. Google Analytics).
- Advertising platforms: To run and measure targeted advertising campaigns (e.g. Google Ads, Meta).
All third-party service providers are required to handle your personal information securely and in accordance with our instructions. They are not permitted to use your information for their own purposes.
5.2 Professional Referrers
Where an Occupational Therapist, support coordinator, aged care provider, or other professional has referred you to us or is acting on your behalf, we may share relevant order and product information with that professional to facilitate delivery or assessment.
5.3 Legal Disclosure
We may disclose your personal information to law enforcement agencies, government bodies, courts, or other authorised parties where required or permitted by law, including to comply with a subpoena, court order, or regulatory investigation.
5.4 Business Transfers
In the event of a merger, acquisition, sale of assets, or other business restructure, your personal information may be transferred to the acquiring entity as part of that transaction. We will notify you of any such change where required by law.
6. Overseas Disclosure of Personal Information
Some of our third-party service providers may be located outside Australia, including in the United States (e.g. Google, Meta, Mailchimp). Where we disclose personal information to overseas recipients, we take reasonable steps to ensure those recipients handle your information in a manner consistent with the Australian Privacy Principles.
By using our website, you consent to your personal information being processed in countries outside Australia, which may have different data protection laws to those in Australia.
7. How We Protect Your Personal Information
Ezy Access Solutions takes the security of your personal information seriously. We implement a range of technical and organisational measures to protect your information from unauthorised access, disclosure, alteration, loss, or destruction, including:
- SSL/TLS encryption for all data transmitted through our website
- Secure, access-controlled hosting environments
- Password protection and two-factor authentication for staff accounts
- Regular security updates and vulnerability assessments
- Restricted access to personal information on a need-to-know basis
- Secure disposal of personal information that is no longer required
While we take all reasonable precautions, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security of your personal information. In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches (NDB) scheme.
8. How Long We Retain Your Personal Information
- Order and transaction records: Retained for a minimum of 7 years for tax and financial compliance purposes under Australian law.
- Customer account information: Retained for the duration of your account and for a reasonable period after account closure.
- Marketing preferences: Retained until you withdraw consent or opt out.
- Website analytics data: Typically retained for up to 26 months in aggregated form.
- Correspondence and complaints: Retained for a minimum of 3 years from the date of resolution.
When personal information is no longer required, we will take reasonable steps to destroy or de-identify it securely.
9. Your Privacy Rights
Under the Australian Privacy Principles and applicable law, you have the following rights in relation to your personal information:
- Right of access: You may request access to the personal information we hold about you. We will respond to access requests within a reasonable timeframe, typically within 30 days.
- Right to correction: If you believe that any personal information we hold about you is inaccurate, incomplete, or out of date, you may request that we correct it.
- Right to withdraw consent: Where we rely on your consent to process your personal information (e.g. for marketing), you may withdraw your consent at any time without affecting the lawfulness of processing carried out prior to withdrawal.
- Right to complain: You have the right to lodge a complaint with us or directly with the Office of the Australian Information Commissioner (OAIC) if you believe we have breached the Australian Privacy Principles.
To exercise any of these rights, please contact us using the details provided in Section 12. We may need to verify your identity before processing your request. We will not charge a fee for access requests unless the request is complex or resource-intensive, in which case we will notify you of any applicable fee in advance.
10. Sensitive Information
We generally do not collect sensitive information as defined under the Privacy Act 1988 (Cth), which includes health information, disability information, racial or ethnic origin, or religious beliefs.
In some circumstances, customers may voluntarily provide information about a disability or health condition when enquiring about product suitability or seeking advice. Any such information is handled with the utmost care, is only used for the purpose for which it was provided, and will not be disclosed to any third party without your express consent, except where required by law.
11. Children's Privacy
Our website and products are not directed at children under the age of 18. We do not knowingly collect personal information from children. Where a product is being purchased for use by a minor, all transactions must be conducted by a parent, guardian, or authorised adult.
If we become aware that we have inadvertently collected personal information from a child, we will take immediate steps to delete it. Please contact us if you have any concerns.
12. Cookies and Online Tracking
Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyse website traffic, and support our marketing activities. For full details of the cookies we use, their purpose, and how you can manage your cookie preferences, please refer to our Cookie Policy, available on our website.
13. Third-Party Websites and Links
Our website may contain links to third-party websites, including government portals, funding bodies, industry organisations, and partner services. This Privacy Policy applies only to Ezy Access Solutions and our website. We are not responsible for the privacy practices of any third-party website. We encourage you to read the privacy policy of any external website you visit.
14. Notifiable Data Breaches
Ezy Access Solutions is subject to the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act 1988 (Cth). In the event of an eligible data breach — one that is likely to result in serious harm to any individual whose personal information is involved — we will:
- Contain the breach and assess the likely risk of harm as quickly as practicable
- Notify affected individuals directly where possible
- Notify the Office of the Australian Information Commissioner (OAIC)
- Take steps to prevent future occurrences of similar breaches
15. Privacy Complaints
If you believe that Ezy Access Solutions has handled your personal information in a way that breaches the Australian Privacy Principles or this Privacy Policy, we encourage you to contact us in the first instance so that we can attempt to resolve your concern.
Step 1 Submit your complaint in writing to info@ezyaccesssolutions.com.au, including your name, contact details, and a description of your concern.
Step 2 We will acknowledge receipt of your complaint within 5 business days and aim to provide a substantive response within 30 days.
Step 3 If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.
16. Changes to This Privacy Policy
Ezy Access Solutions may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal obligations, or business operations. Any changes will be published on our website with a revised effective date.
We encourage you to review this Privacy Policy periodically. Where changes are material, we will notify you by email (if you have an account with us) or by displaying a prominent notice on our website. Continued use of our website or services after any changes constitutes your acceptance of the updated Privacy Policy.
17. Governing Law
This Privacy Policy is governed by the laws of the State of Victoria, Australia, and the Commonwealth Privacy Act 1988 (Cth). Any disputes relating to this policy will be subject to the jurisdiction of the courts of Victoria and, where applicable, the Office of the Australian Information Commissioner.
Contact Us
For any questions, requests, or complaints relating to this Privacy Policy or the way we handle your personal information, please contact our Privacy Officer:
Ezy Access Solutions
Melbourne, Victoria, Australia
Email: info@ezyaccesssolutions.com.au
Website: www.ezyaccesssolutions.com.au
Frequently Asked Questions
Ezy Access Solutions specializes in accessibility and mobility solutions including aluminium ramps, threshold ramps, home access ramps, disability home modifications, and other mobility support installations designed to improve safety and independence.
Our solutions are designed for:
People with disabilities
Seniors needing safer home access
Wheelchair and mobility aid users
Individuals recovering from injuries or surgery
Carers and family members supporting mobility needs
Yes. We provide custom ramp solutions designed to suit your specific home layout, access requirements, and safety standards.
Yes. Our ramps are designed and installed according to relevant accessibility and safety guidelines to ensure safe and reliable use.
We offer a range of ramps including:
Aluminium access ramps
Threshold ramps
Portable ramps
Modular ramp systems
Custom built ramps for residential access
Yes. Our experienced team provides professional installation to ensure your ramp or accessibility solution is safe, stable, and correctly fitted.
Installation time depends on the type and size of the ramp or modification, but most installations are completed within a few hours to one day.
Yes. Many of our ramp systems are modular and non-permanent, allowing installation without significant structural changes.
Yes. We provide ramps and accessibility products suitable for both indoor and outdoor environments, including entrances, doorways, and pathways.
You can request a quote by:
Contacting us through our website
Calling our support team
Sending an enquiry with details of your accessibility needs
Our team will guide you through the best solution for your situation.
Yes. We regularly work with clients funded through programs such as NDIS Home Modifications and Home Care Packages, helping ensure accessibility solutions meet funding requirements.
Our team will assess:
Height of the step or entrance
Available space
Mobility equipment used (wheelchair, walker, scooter)
Safety requirements
Based on this, we recommend the most suitable ramp solution.
Satisfied Clients
We specialise in designing and building safe, functional, and NDIS-compliant spaces that help people live comfortably and independently at home.
