Privacy Policy
This policy explains what personal information Signal Sequence collects, why we collect it, how we look after it, and what you can do if you have a question or concern. We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth).
The short version
- We only collect what we need to run our services and respond to you.
- We never sell personal information.
- When we send review requests for a client, we only message people who are already that client's customers, and every message includes a way to opt out.
- Some of the tools we use store information outside Australia. We tell you which ones below.
- You can ask to see or correct the information we hold about you at any time.
Who we are
Signal Sequence is a trading name of BNB Local Pty Ltd (ABN 16 628 143 519). In this policy, "we", "us" and "our" mean BNB Local Pty Ltd trading as Signal Sequence. We provide reputation management and marketing services to Australian small businesses.
What personal information we collect
The information we collect depends on how you deal with us.
If you visit our website or use our chat
Anything you type into our website chat, such as your name, contact details and your question. We may also collect technical information about your visit, as described under Cookies and analytics.
If you request a free Reputation Snapshot
Your business name, suburb and email address. To prepare the Snapshot, we also look at publicly available information about your business, such as your Google Business Profile, reviews and search rankings.
If you book a call
Your name, contact details, the time you've booked and anything you tell us about your business.
If you become a client
- Your name, business name, mobile number, email address, ABN, website and business location.
- Details about your business needed to set up and run our services, such as opening hours, services, photos and logins or access permissions for your online listings.
- Payment details. Payments are processed by our payment provider, Stripe. We do not store your full card number.
If you're a customer of one of our clients
Your name, mobile number, email address and the date of your last visit or job, which our client provides to us so we can send review requests on their behalf. See Our clients' customers for more.
If we contact your business
We may use business contact details that are publicly available, for example on your website, Google Business Profile or the Southern Highlands Directory, to offer you our services.
How we collect it
We usually collect personal information directly from you: through our website forms, chat, bookings, emails, phone calls and onboarding forms. We also collect it from our clients (for their customers' details) and from publicly available sources such as business listings and review sites.
You don't have to give us your personal information, but if you don't, we may not be able to respond to you or provide our services.
Why we use it
We use personal information to:
- respond to your enquiries and prepare your Reputation Snapshot
- provide our services, including sending review requests, replying to reviews and managing your business listings
- process payments and keep business records
- send you information about our services, if you've agreed to it or it's otherwise allowed by law
- improve our website and services
- meet our legal obligations.
We only use personal information for these purposes, or for a related purpose you'd reasonably expect, unless you agree otherwise or the law allows it.
Our clients' customers
When we run a review program for a client, we handle their customers' details on the client's behalf. We:
- only message people who have an existing relationship with that business, and our clients confirm this before we start
- send messages that identify the business they come from and include an easy way to opt out
- stop messaging anyone who opts out
- use the details only to send review requests and reminders for that client, never for our own marketing or anyone else's
- never mention a customer's personal details in public review replies.
If you've received a review request and have a question about your information, you can contact the business that sent it, or contact us directly.
Our use of AI
We use artificial intelligence (AI) tools to help draft replies to online reviews. These replies are based on the content of the public review. Responses to any negative reviews are checked by a person before they go up. We don't use AI to make decisions about individuals.
Who we share it with
We don't sell personal information. We share it only with the service providers we use to run our business, and only as much as they need to do their job:
| Provider | What they do for us |
|---|---|
| GoHighLevel | Our customer management platform. It stores contact details, runs our website forms, chat and bookings, and sends review requests by SMS and email. |
| Merchynt | Google Business Profile management and reporting for some clients. |
| Stripe | Payment processing. |
| Google and Meta (Facebook) | Where we manage a client's Google Business Profile or Facebook page. |
We may also disclose personal information if the law requires it, or to protect our rights or someone's safety.
Storage outside Australia
Some of our service providers store information outside Australia. GoHighLevel, our main platform, is hosted overseas, in the United States. Other providers that may store information overseas include Merchynt (United States) and Stripe (United States and other countries).
We take reasonable steps to make sure these providers protect personal information in a way that's consistent with the Australian Privacy Principles.
Marketing and opting out
We follow the Spam Act 2003. Every marketing email or SMS we send identifies us and includes a way to unsubscribe. If you unsubscribe, we'll stop sending you marketing messages. You can also ask us to stop at any time by contacting us.
Cookies and analytics
Our website uses cookies and similar technologies to make the site work and to understand how people use it. We may use analytics and advertising tools including Google Analytics or the Meta Pixel to deliver, monitor and improve our services. You can set your browser to block cookies, but some parts of the site, such as forms and chat, may not work properly.
How we keep it secure
We take reasonable steps to protect personal information from misuse, loss and unauthorised access. This includes using reputable platforms with secure logins, limiting access to people who need it, and asking clients for manager-level access to their accounts rather than their passwords wherever possible.
No system is completely secure. If we become aware of a data breach that's likely to cause serious harm, we'll act quickly to contain it and notify the people affected and the Office of the Australian Information Commissioner where required.
How long we keep it
We keep personal information only for as long as we need it for the purposes in this policy, or as long as the law requires, for example for tax records. When a client leaves us, we return their customer data within 30 days. When we no longer need information, we take reasonable steps to delete it or remove anything that identifies you.
Accessing and correcting your information
You can ask to see the personal information we hold about you, or ask us to correct it if it's wrong, out of date or incomplete. Contact us using the details below. We'll respond within 30 days. We may need to confirm your identity first. If we can't give you access or make a correction, we'll explain why.
Making a complaint
If you think we've mishandled your personal information, please contact us first so we can try to put it right. Tell us what happened and how you'd like it resolved. We'll acknowledge your complaint promptly and aim to resolve it within 30 days.
If you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Changes to this policy
We may update this policy from time to time. The latest version will always be on our website, with the date it was last updated at the top.
Contact us
For any privacy question, request or complaint:
BNB Local Pty Ltd, trading as Signal Sequence
ABN 16 628 143 519
Email: [email protected]