Privacy policy

Who we are

Quokka Collective (“Quokka”, “we”, “us”) is a digital marketing agency based on the Gold Coast, Queensland, working with businesses across Australia. This policy explains how we handle personal information when you visit quokkacollective.com, contact us, book a call or work with us.

We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth). As a small business we may not be legally required to, but we think you deserve the same protection either way.

“Personal information” means information or an opinion about you, where you’re identified or could reasonably be identified.

What we collect

Depending on how you deal with us, we may collect:

• Contact details: your name, email address and phone number.
• Business details: your business name, website, industry, location and the services you’re interested in.
• What you tell us: enquiry messages, the time you book a call, notes from calls and meetings, and feedback.
• Project information: access you give us to your accounts (such as Google, Meta or your website), brand files, and information about your business and how your marketing is performing.
• Billing details: the name, business and address on invoices, and payment records. We don’t store card numbers.
• Messages: emails, WhatsApp messages and other messages you send us.
• Website use: if you allow analytics cookies, the pages you visit, how long you stay, your device and browser, your approximate location (city level) and how you found us. See Cookies and analytics.

We don’t ask for sensitive information, such as health details, religious beliefs or political opinions. Please don’t send it to us. If you do, we’ll only keep it if we need it to help you and you’ve agreed.

You can browse our site and ask general questions without telling us who you are. We’ll need your real details to give you a quote, book a call or work with you.

How we collect it

• From you: when you fill in a form on our site, book a call, email, phone, message us on WhatsApp or social media, or meet with us.
• Automatically: through cookies, and only with your consent for analytics.
• From other people: a colleague or someone who referred you; public sources such as your website, Google Business Profile, ABN Lookup and LinkedIn; and the platforms you give us access to when we work for you.

If we collect information about you from someone else and you might not expect it, we’ll let you know.

Call recordings

We sometimes record or transcribe calls (occasionally with an AI note-taker) so we don’t miss anything. We’ll always tell you at the start of the call, and you can say no.

How we use it

We use your personal information to:

• reply to your enquiry and book and run calls
• prepare proposals and plans
• deliver our services, such as websites, SEO, ads, branding and reporting
• manage our relationship with you, including invoices, admin and support
• understand how people use our website so we can improve it
• send marketing emails, if you’re happy to receive them (see below)
• meet our legal obligations, resolve disputes and protect our business

We only use it for these purposes, for related purposes you’d reasonably expect, when you’ve agreed, or when the law allows. We never sell your personal information.

Marketing emails

If you enquire, book a call, work with us or subscribe, we may send you the occasional email about our services, marketing tips and news. We follow the Spam Act 2003: every email says who it’s from and has an unsubscribe link.

You can unsubscribe at any time with that link or by emailing info@quokkacollective.com. We’ll still send you messages about work we’re doing for you.

Cookies and analytics

Cookies are small files your browser saves when you visit a website. We use these:

Cookie	Who sets it	What it does	Kept for
q_consent	Quokka	Remembers your cookie choice. Always on.	12 months
_ga	Google Analytics	Tells visits apart so we can count visitors. Only with your consent.	2 years
_ga_*	Google Analytics	Keeps track of your visit (session). Only with your consent.	2 years

Google Analytics only sets cookies if you click “Accept all” or turn Analytics on. Until then, Google may still receive basic signals without cookies (for example, that a page loaded), which it uses to estimate overall visits without identifying you. We load Google Analytics through Google Tag Manager, which doesn’t set cookies itself.

Our pages also load fonts from Google Fonts, and our contact page shows a Google Map. When these load, Google receives your IP address and browser details. You can read how Google handles this in its privacy policy.

You can change your mind at any time:

Cookie settings

You can also block or delete cookies in your browser settings. The site still works without them.

AI tools and automated decisions

We use AI tools to help us work faster, for example to draft copy, summarise call notes, research your market and analyse campaign results. When we do:

• we only share what the task needs, and remove names and contact details where we can
• we use settings or business plans that stop providers training their models on what we share, where these are available
• a person on our team checks the work before it reaches you or goes live

We may use software to help sort and prioritise enquiries. We don’t make decisions that significantly affect you, such as whether we’ll work with you, using a computer alone: a person always makes the final call. If that changes, we’ll update this policy first.

Who we share it with

We only share what’s needed, with:

• our team members and contractors who need it to do the work, who keep it confidential
• the service providers we use to run our business, such as website hosting, email, cloud storage, project management, accounting, messaging (WhatsApp), AI tools and analytics (Google)
• platforms we use for your project, such as Google, Meta or your domain registrar, with your OK
• our professional advisers, such as our accountant, lawyer or insurer
• government agencies, courts or police, when the law requires it
• a buyer of our business, if it is ever sold, who must handle your information the way this policy says

Sending information overseas

Some personal information is sent to, stored in or accessed from other countries:

• Iran: some of our team members and contractors work from Iran. They may see contact details, enquiry details and project information to do the work.
• United States: Google (Analytics, Tag Manager, Fonts and Maps) and Meta (WhatsApp) store information in the United States and other countries.
• Other countries: some of the software we use may store information elsewhere. We’ll list those countries here as we confirm them.

Privacy laws in these countries are different from Australia’s, and you may not be able to enforce your rights there in the same way. To protect your information, we:

• give overseas team members access only to what they need for their tasks, and remove it when the work is done
• keep files in our own business accounts, not on personal devices or personal accounts, wherever we can
• require everyone who works with us to keep information confidential
• don’t send payment details or sensitive information overseas

If you’d rather your information stayed in Australia, tell us before we start and we’ll talk about what’s possible.

Information we handle for our clients

When we work for a business, we may handle personal information about its customers, for example contact lists for ad audiences, enquiries from its website or customer reviews. We only use that information to do the work our client asked for, we keep it confidential, and we return or delete it when the work ends.

Our client is responsible for telling its customers how their information is used. If you’re a customer of one of our clients, please contact that business first.

How we keep it safe

• strong passwords and two-factor authentication on our accounts
• access limited to the people who need it
• reputable cloud providers that encrypt information
• asking clients to give us user access to their accounts rather than share passwords, and removing our access when the work ends

No system is perfectly secure. If a data breach is likely to cause someone serious harm, we’ll tell the people affected as soon as we can and, where the law requires it, the Office of the Australian Information Commissioner (OAIC).

How long we keep it

• Enquiries and calls that don’t lead to work: about 2 years after we last spoke.
• Client records, agreements and invoices: 7 years after the work ends, to meet tax and legal requirements.
• Google Analytics data: up to 14 months.
• Our email list: until you unsubscribe.

After that we securely delete it, or remove the details that identify you.

Seeing, fixing or deleting your information

You can ask for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Email info@quokkacollective.com.

It’s free. We may need to check who you are first, and we’ll reply within 30 days. If we can’t do what you ask, for example because the law says we must keep a record, we’ll explain why in writing.

Complaints

If you think we’ve mishandled your personal information, email info@quokkacollective.com with the details. We’ll let you know we’ve received it within 7 days and aim to sort it out within 30 days.

If you’re not happy with our answer, you can complain to the Office of the Australian Information Commissioner: oaic.gov.au or 1300 363 992.

Changes to this policy

We’ll update this policy when the way we handle information changes. The date at the top shows when it last changed. If we make a big change, we’ll let our clients know by email.

Contact us

Questions or requests about privacy? Email info@quokkacollective.com.

Quokka Collective, Gold Coast, Queensland, Australia.