Privacy Policy

Smooth Ops Services Pty Ltd (ABN 61 694 650 845, ACN 694 650 845) (Smooth Ops, we, us or our) is committed to protecting the privacy of the personal information we handle. This Privacy Policy explains what personal information we collect, why we collect it, how we use, store and disclose it, how we use artificial intelligence and AI-enabled tools, and how you can access or correct your information or make a complaint. 

This policy applies to personal information collected through our website, when you contact us or download a resource, and when we deliver consulting, operations, systems, automation and AI-related services to you or your organisation. 

We are committed to handling personal information consistently with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where they apply to us, and we use the APPs as a benchmark for good privacy practice more broadly. 

1. Who we are 

Smooth Ops Services Pty Ltd is an Australian consulting business that helps small to medium-sized businesses run more easily by simplifying processes and systems, using AI where it makes sense to do so, and building practical foundations for growth. 

• Legal name - Smooth Ops Services Pty Ltd 

• ABN - 61 694 650 845 

• ACN - 694 650 845 

• Registered address - 14 Greenfield Rd, Empire Bay NSW 2257 

• Website - www.smoothopsservices.com 

• Privacy contact - team@smoothopsservices.com 

2. The personal information we collect 

Enquiry and contact information 

When you contact us through our website, email, phone or another channel, we may collect your name, email address, phone number, business name and the content of your enquiry. 

Checklist, assessment and resource information 

When you download a checklist, template or other resource, or complete an assessment, we may collect your name, email address, business details and the information you choose to provide. We use this information to provide the requested resource or service and for any other purpose explained to you at the time. 

Client and service delivery information 

When you engage us, we collect and hold information needed to deliver the engagement and manage our commercial relationship. This may include business and billing details, contracts and scopes, project correspondence, process and systems information, audit or assessment material, and, where relevant and with appropriate notice or consent, recordings or transcripts of meetings and workshops. 

Information about other people 

A client may provide us with personal information about its employees, contractors, customers, participants or other people. We expect the client to have authority to provide that information and to have given any required notices or obtained any required consents. We remain responsible for complying with privacy obligations that apply to our own handling of that information. 

Sensitive information 

In some engagements we may see or hold sensitive information, such as health or disability information, criminal record or worker-screening information, or information relating to reportable incidents. We only collect or handle sensitive information where it is reasonably necessary for the engagement and permitted by law. See section 5 for the additional controls we apply. 

Website usage information 

When you use our website, we may automatically collect technical and usage information such as IP address, browser and device type, pages viewed, referral source and interactions with our content. This may be collected through our website platform, cookies and website analytics tools. 

3. How we collect personal information 

• Directly from you, including through website forms, assessments, email, phone calls, meetings and workshops. 

• Automatically, through cookies and similar technologies when you use our website or interact with our online content. 

• From your organisation or other authorised people, where information is provided to us as part of discovery or service delivery. 

• From client-selected systems and platforms where we have been given authorised access for an engagement. 

Where it is lawful and practical, you may deal with us anonymously or using a pseudonym, for example for a general enquiry. This is usually not practical once we are engaged to deliver services. If we receive personal information we did not ask for and could not lawfully have collected, we will take reasonable steps to destroy or de-identify it unless we are required by law to retain it. 

4. Why we collect, hold, use and disclose personal information 

• to respond to enquiries and provide requested information, assessments or resources; 

• to scope, deliver and manage our services; 

• to conduct audits, assessments and analysis and develop recommendations; 

• to manage contracts, billing, invoicing and payments; 

• with consent or where otherwise permitted, to send marketing communications; 

• to understand and improve our website, services, systems and content; 

• to protect our business, clients and systems, including identifying and responding to security or operational risks; 

• to comply with legal, regulatory, tax and record-keeping obligations; and 

• for another purpose you would reasonably expect, or that we explain at the time of collection. 

5. Sensitive information — extra care 

Where our work brings us into contact with sensitive information, we apply additional care. In particular: 

• we only collect or handle it where reasonably necessary for the engagement and permitted by law; 

• we use it only for the relevant service or another permitted purpose, and not for direct marketing; 

• we limit access to people who need it for the engagement; 

• we do not sell, rent or trade sensitive information; and 

• we retain it only for as long as reasonably necessary for the relevant purpose or as required by law. 

6. Cookies and tracking technologies 

Our website uses cookies and similar technologies to operate the site and understand how visitors use it. These may include cookies and analytics provided through our website platform, such as Squarespace analytics. 

The particular website technologies we use may change over time. Where required, we provide an appropriate notice or consent mechanism. You can also control cookies through your browser settings. Disabling some cookies may affect website functionality. 

7. Direct marketing 

If you request a checklist, assessment result or resource, we will use your contact details to provide it for any related purpose explained at collection.  

If we send marketing communications, we will identify Smooth Ops Services as the sender and provide a clear way to unsubscribe, consistent with applicable Australian law including the Spam Act 2003 (Cth). You can opt out at any time using the unsubscribe mechanism or by contacting team@smoothopsservices.com. 

8. Who we share information with 

We do not sell personal information. We use third-party technology and professional service providers to operate our business and deliver client services. Depending on the activity or engagement, these may include: 

• cloud productivity, email, document storage and collaboration platforms; 

• accounting, invoicing and payment systems; 

• website hosting, forms and analytics services; 

• social media platforms used to publish, manage and measure our social media activity; 

• project management, CRM and automation platforms; 

• meeting, transcription and note-taking services; 

• design, media and video-editing platforms; 

• AI and AI-enabled business tools; and 

• professional advisers such as accountants, insurers, lawyers or other specialist advisers. 

The particular platforms used may vary depending on our current technology stack, the nature of an engagement and a client's existing or preferred technology environment. Where we work within a client's systems, the client's own agreements, settings and instructions may also govern how those providers handle information. 

We may also disclose personal information where required or authorised by law, including to a regulator or law-enforcement body, or in connection with a proposed sale, restructure or transfer of our business, subject to appropriate safeguards. 

9. Storage, security and overseas processing 

We primarily store and work with information using reputable cloud-based business systems. Some providers, their related companies or sub processors are located outside Australia, and personal information may therefore be disclosed to, processed by or stored with overseas recipients. This includes recipients in the United States and, for some providers, other countries where they or their sub processors operate. The locations can change as providers and their infrastructure change. 

Where applicable, we take reasonable steps to assess the privacy and security arrangements of providers that handle personal information, including relevant data-handling terms, security controls and cross-border arrangements. We maintain an internal register of principal technology and AI providers and their relevant data-handling arrangements. Further information about providers relevant to your information can be provided on request, subject to confidentiality and security considerations. 

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

We retain personal information only for as long as reasonably necessary for the purpose for which it is held or as required by law. Our internal data retention and disposal policy sets more detailed retention periods and disposal practices. 

10. Data breaches 

If we become aware of a suspected or actual data breach, we will take reasonable steps to contain, assess and remediate it. Where the Notifiable Data Breaches scheme under the Privacy Act applies and the legal threshold is met, we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as required. 

11. Artificial intelligence and automated tools 

We use artificial intelligence and AI-enabled technology as part of our own operations and, where appropriate, in delivering services to clients. This may include assisting with research, analysis, audits and gap assessments, identifying potential risks or opportunities, drafting and summarising content, transcription, process improvement, automation, and the design or implementation of AI-enabled solutions. 

The AI and technology landscape changes quickly. The particular tools and models we use may change over time based on factors including capability, privacy, security, confidentiality, data-handling practices, reliability, suitability for the task and the requirements of a particular client engagement. 

Client information and general-purpose AI 

We do not input client confidential information or sensitive personal information into general-purpose generative AI tools unless this has been specifically agreed with the client and appropriate safeguards are in place. Where AI assists with client work, we apply data minimisation or other measures so that the AI system receives only the information reasonably necessary for the task. 

Model training and data controls 

When we use third-party AI tools, we use available privacy, account and data-control settings to prevent information we submit from being used by the provider to train or improve its general AI models. We review relevant settings and data-handling terms when adopting or materially changing an AI service. Disabling model training is a minimum safeguard and does not, by itself, make it appropriate to submit confidential or sensitive information. 

AI embedded in business systems 

Some services we use, and some systems used or selected by our clients, include embedded AI functionality. These can include productivity, accounting, project management, CRM, meeting and transcription, design, media, automation and other business platforms. Where we work within a client's technology environment, the tools used and their data-handling arrangements may also be governed by the client's agreements, settings and instructions. 

Human review and AI-generated information 

AI may assist with our analysis and recommendations, but we do not treat AI-generated output as inherently accurate. We apply appropriate human review and professional judgement before relying on AI-generated output in material client work. Where AI generates or infers information about an identifiable individual, we treat that information as personal information where applicable and handle it consistently with this policy. 

Automated decisions 

We do not currently use AI or other automated systems to make, recommend, or substantially contribute to decisions about individuals that could reasonably be expected to significantly affect their rights or interests. If this changes, we will review our privacy obligations and provide appropriate transparency about the kinds of information used, the role of the automated system and the kinds of decisions involved. 

12. Client-controlled information and systems 

When we handle personal information on behalf of a client solely to provide contracted services, our handling may also be governed by our agreement with that client and the client's lawful instructions. Where a client selects or requires a particular platform, integration, or AI-enabled system, we will work within the agreed environment and identify material privacy or security concerns that come to our attention as part of the engagement. The client remains responsible for decisions and obligations that sit within its own control, including its provider contracts, user permissions, collection notices and lawful authority to provide information to us. 

13. Access to and correction of personal information 

You can ask us for access to the personal information we hold about you or ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading, by contacting team@smoothopsservices.com. We will respond within a reasonable timeframe, generally within 30 days, and may need to verify your identity. In limited circumstances, the law may permit or require us to refuse access or correction. If so, we will explain the reason where required. 

14. How to make a complaint 

If you believe we have mishandled your personal information, please contact us at team@smoothopsservices.com. We will acknowledge your complaint and aim to respond within 30 days. 

If the Privacy Act applies to the matter and you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992. 

15. Changes to this policy 

We may update this Privacy Policy to reflect changes in our practices, technology, services, or the law. The current version will be published on our website with its version number and effective date. 

16. Contact us 

Smooth Ops Services Pty Ltd 
ABN 61 694 650 845
ACN 694 650 845 
14 Greenfield Rd, Empire Bay NSW 2257 
Email: team@smoothopsservices.com 
Website: www.smoothopsservices.com