Privacy Policy — we don't sell your details. Ask, and we delete them.

This policy explains how Comfort Zone Insulation Team (The Insulation Team), operated by Cellulose Products Australia Pty Ltd, handles the personal information you share with us. We follow the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Our forms collect your name, phone and job address.

When you fill in our quote, contact or franchise forms we collect the details you give us: typically your name, phone number, email, the property address you want insulated, and any comments about the job. If you call or email us, we keep a record of that correspondence so we can quote and complete your job.

Your details go to quoting, invoicing and the guarantee.

We use your information only to respond to your enquiry, prepare and deliver your quote, carry out and invoice your job, honour our guarantee, and keep in touch about work we’ve done for you. Form submissions are stored in our own customer system. We do not sell your information. It goes only to the people in our business who need it to do your job and to Cellulose Products Australia, the manufacturer and guarantee holder (explained below). We also disclose it where the law requires.

Analytics & cookies

We use Google Analytics to understand which pages are useful and how the site is performing. Google Analytics sets cookies and collects standard usage data (such as the pages you visit, your approximate location and the type of device you use) to give us aggregated, statistical reports. We don’t use it to identify you personally. You can opt out using Google’s Analytics opt-out browser add-on or by blocking cookies in your browser. Google’s handling of this data is governed by the Google Privacy Policy.

Your online quote keeps a simple activity record.

When you sign in to view your quote or customer portal, our system records your activity there — such as when you sign in, when you open your quote or other documents, and how you use them. We use it to follow up on your quote at the right time, look after your job, and improve our quotes, service and marketing. It stays in our own system: it isn’t shared with advertisers or social media platforms, and you can ask to see or delete it like anything else we hold.

Your job photos are yours on request, and the map never names you.

We photograph every job for quality control. Those photos are yours on request. We may use de-identified job data (for example, the suburb and the count of homes insulated) to show our work, for instance on our customer map. But we never publish your name or exact address.

Your job record goes to the manufacturer, so your guarantee stands for the life of your house.

Comfort Zone™ Cellulose Fibre Insulation is made by Cellulose Products Australia Pty Ltd (ABN 19 621 662 717) at its own factory in Tiaro, Queensland. Cellulose Products Australia also holds the Comfort Zone™ Life-of-House Guarantee on every job where its cellulose is installed. Whoever does your job, whether that is us or a Comfort Zone franchisee, passes the job record to Cellulose Products Australia so the guarantee on your home is registered and can be honoured.

The job record holds your name, the site address, your phone number and email, your quote and what you accepted, the booking date and the times the crew was on site, the photos and videos taken of the job, the insulation installed (for our cellulose, the batch and bag numbers, the depth and the area covered) and the names of the people who worked on your roof.

Cellulose Products Australia uses the record to register your guarantee and honour it, including transferring it to the next owner if you sell. It uses the batch and bag numbers to trace which product went into which home. It uses the photos and depths to check the quality of the work. Sometimes a problem found in one home could affect others, for example a batch of product or one installer’s work. Cellulose Products Australia may then use the record to contact you, inspect your roof and put things right. That is how a problem found in one roof can be checked in the other roofs that share the same batch or installer.

The record is kept for as long as your guarantee runs. For Comfort Zone™ Cellulose Fibre Insulation that is as long as it stays in your home. It stays with the business that did your job and with Cellulose Products Australia. It is never given to advertisers or social media platforms. You can ask to see or correct it at any time. If you ask us to delete it, we will, and so will Cellulose Products Australia. You can still claim on your guarantee by showing us your certificate, your quote or an email from us, and nothing here changes your rights under the Australian Consumer Law.

Security, and your right to see or delete what we hold.

We take reasonable steps to keep your information secure and to hold it only as long as we need it. You can ask to see, correct or delete the personal information we hold about you at any time. Just contact us and we’ll sort it out.

Privacy questions: email us, or call 0414 586 315.

Questions about your privacy? Email admin@insulation.team or call 0414 586 315.

If anything here is unclear, get in touch and we’ll explain it in plain English.