Privacy Policy

Last updated: 31 August 2026

1. About this policy

SmartWay Storage (“SmartWay”, “we”, “us”, “our”) provides mobile storage, container self-storage and related removals services from our facilities at Coopers Plains, Brisbane (Step Higher Brisbane Pty Ltd – ACN 635 368 179) and Molendinar, Gold Coast (Step High Trust – ABN 83 194 075 965).

This policy explains how we collect, hold, use and disclose personal information, and how you can access or correct the information we hold about you. It applies to our website, our facilities, and every service we provide.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What personal information we collect

The information we collect depends on how you interact with us.

When you enquire or request a quote

• Name, email address, phone number
• Suburb or delivery address
• The nature of your storage requirement, including move dates and approximate volume
• Any other details you choose to give us in a form, chat or phone call

When you become a customer

• Billing and residential address
• Identification documents, which may include driver licence details
• Payment details, including card or bank account information used to process payments
• Emergency or alternate contact details
• Details of the goods you store, where you provide them
• Access credentials such as PIN codes or gate access records

When you visit our facilities

• CCTV footage. Our facilities are monitored by closed-circuit television for security purposes
• Electronic access logs recording entry and exit times (external container clients)

When you contact us by phone

• Call recordings and call metadata. We use call tracking to understand which of our marketing channels generate enquiries, and calls may be recorded for quality and training purposes

When you use our website

• IP address, browser type, device information, operating system
• Pages viewed, time on site, referring website, and how you navigate the site
• Information collected through cookies and similar technologies (see section 8)

3. How we collect personal information

Wherever reasonable and practicable, we collect personal information directly from you. That includes when you:

• Complete a form on our website
• Call, email or use live chat
• Sign a storage agreement
• Attend one of our facilities
• Interact with our advertising

We may also collect information from third parties, including:

• Our facility management system, where a booking is made on your behalf
• Referral partners or removalists who pass on an enquiry with your consent
• Publicly available sources, where we need to verify details or recover a debt

If we receive personal information about you that we did not solicit and did not need, we will destroy or de-identify it where the law allows.

4. Why we collect and how we use your information

We collect personal information so we can:

• Respond to your enquiry and provide a quote
• Deliver, collect and transport storage modules and containers
• Enter into and administer a storage agreement with you
• Process payments and manage accounts, including overdue accounts
• Verify your identity and control access to stored goods
• Maintain security at our facilities and protect stored property
• Meet our obligations under storage agreements and applicable law
• Improve our services, website and customer experience
• Send you marketing communications, where you have not opted out (see section 5)
• Understand which marketing channels bring us customers, so we can advertise more efficiently

We will only use your personal information for the purpose we collected it, for a directly related purpose you would reasonably expect, or where you have consented, or where the law requires or permits it.

5. Direct marketing

We may use your contact details to tell you about our services, offers and promotions by email, SMS, post or telephone.

We may also provide contact details, in a hashed and encrypted form, to advertising platforms including Google so that we can:

• Show relevant advertising to people who have used our services before
• Exclude existing customers from advertising intended for new customers
• Help those platforms identify people with similar characteristics to our customers

You can opt out of direct marketing at any time by:

• Using the unsubscribe link in any marketing email
• Replying STOP to a marketing SMS
• Contacting us using the details in section 12

We will action your request within a reasonable time and at no cost to you. Opting out of marketing will not affect service messages about your account, such as invoices, payment reminders or access notifications.

6. Who we disclose your information to

We may disclose your personal information to:

• Our staff and contractors, including our removals team and drivers, so they can deliver the service
• Our facility management and CRM providers, who host the systems we use to run the business
• Payment processors and financial institutions, to take payment
• Insurers, where you have taken out storage insurance or where a claim is made
• Debt collection agencies and credit reporting bodies, where an account is significantly overdue
• Advertising and analytics providers, including Google, for the purposes described in sections 5 and 8
• Professional advisers, including lawyers and accountants
• Government agencies, courts and law enforcement, where required or authorised by law

We do not sell your personal information.

7. Overseas disclosure

Some of the service providers we use store data on servers located outside Australia. This includes providers of customer relationship management, analytics, advertising, communications and cloud hosting services.

The countries where your information may be stored or processed include the United States, and other countries where those providers operate data centres.

Before disclosing personal information overseas, we take steps that are reasonable in the circumstances to ensure the recipient handles it consistently with the Australian Privacy Principles.

8. Cookies, analytics and advertising

Our website uses cookies and similar technologies to make the site work, remember your preferences, and understand how visitors use it.

We use:

• Essential cookies, which are required for the website to function
• Analytics cookies, which help us understand traffic and site performance
• Advertising cookies, which allow us and our advertising partners to show you relevant ads and measure whether they work

We use Google Analytics and Google Ads. These services may set cookies and collect information about your visit. You can read how Google handles this information at policies.google.com/privacy, and you can opt out of Google Analytics at tools.google.com/dlpage/gaoptout.

Most browsers let you refuse or delete cookies. If you block cookies, some parts of our website may not work properly.

9. How we protect your information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include:

• Restricting access to systems to staff who need it
• Password protection and access controls on our business systems
• Secure storage of physical documents
• CCTV and access control at our facilities
• Using reputable third-party providers with their own security measures

No method of transmission or storage is completely secure. While we take reasonable steps, we cannot guarantee absolute security of information transmitted to us over the internet.

We keep personal information only for as long as we need it for the purposes described in this policy, or as required by law. When it is no longer needed, we destroy or de-identify it.

10. Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details in section 12. We will:

• Respond within 30 days
• Ask you to verify your identity before we release information
• Tell you in writing if we refuse your request, and explain why

We do not charge for making a request. We may charge a reasonable fee for the cost of providing access in some circumstances, and we will tell you before we do.

11. Complaints

If you think we have breached the Australian Privacy Principles or mishandled your personal information, please contact us first using the details in section 12. Tell us what happened and how you would like it resolved.

We will acknowledge your complaint promptly and aim to resolve it within 30 days. If we need longer, we will tell you why and keep you updated.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:

• Website: oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5218, Sydney NSW 2001

12. Contact us

Privacy enquiries

SmartWay Storage 15 Enterprise St, Molendinar Qld 4214 Email: info@smartwaystorage.com.au Phone: 07 3155 3888

13. Changes to this policy

We may update this policy from time to time. The current version will always be available at smartwaystorage.com.au/privacy-policy. We will note the date of the most recent update at the top of the page.

If we make a significant change to how we handle personal information, we will take reasonable steps to notify you.