Privacy Policy

South Coast Digital
Last updated: 21 October 2026

South Coast Digital ("we", "us", "our") is a digital services business based in Kiama, NSW, serving businesses across the NSW South Coast. We believe we are currently exempt from the Privacy Act 1988 (Cth) as a small business, but we have chosen to follow the Australian Privacy Principles (APPs) as a guide to good practice. This policy explains how we collect, use, share and protect your personal information.

• Operated by: Owen Roberts trading as South Coast Digital, ABN 73 603 513 306
• Postal address: Shop 2/27 Collins St, Kiama NSW 2533
• Email: hello@scdigital.biz
• Phone: 0488 908 099

1. What personal information we collect

We collect only the information we need. Depending on how you deal with us, this can include:

• your name, email address and phone number
• your business name, role, website and location
• what you tell us about your business, your project or your enquiry
• transcripts of conversations with our website chat assistant, "London" (when enabled)
• records of our emails, calls and meetings with you
• billing and payment details if you become a client (card payments are handled by our payment provider; we don't store full card numbers)
• technical information such as IP address, browser and device type, pages visited and the date and time of your visit

We don't intend to collect sensitive information (such as health, religious or political information). Please don't share it through our forms or chat. If you do, we will only keep it where the law allows.

You can deal with us without giving your name, for example when you browse the site or ask a general question. We may not be able to give you a quote or follow up without contact details.

2. How we collect it

We collect personal information:

• through London, our AI chat assistant, when it is enabled. London is an automated AI assistant, not a person. It says so at the start of every chat and shows a short notice linking to this policy before it asks for any contact details. London answers questions and can take your details so we can follow up. We store the full chat transcript and any name, phone number and email address you give in the chat. A team member may read transcripts to follow up your enquiry or improve the service.
• through our enquiry, contact and "Free Business Check" forms, when you send us your details and a message
• directly from you by email, phone, meetings or social media
• automatically when you use our website, through server logs and cookies (see section 9)
• from third parties sometimes, such as public business directories, Google Business listings or a person who refers you to us. We collect information directly from you where that is reasonable and practicable. If we collect information about you from someone else, we will take reasonable steps to let you know that we have it, where we got it from, and how to contact us, usually in our first message to you.

3. Why we use it

We use personal information to:

• answer your enquiry and follow up chat or form leads
• prepare quotes, proposals and free business checks
• provide, manage and bill for our services
• run, secure and improve our website, chat assistant and services
• keep records and meet our legal obligations
• send you marketing (see section 4)

We won't use your information for a different purpose unless you agree, you would reasonably expect it, or the law allows it.

4. Direct marketing

We may send you news, tips or offers about our services by email or SMS. We do this only with your consent. That means you ticked a box or otherwise clearly agreed to receive marketing, or, where the Spam Act 2003 allows, your consent can reasonably be inferred from our existing relationship with you. Asking a question in our chat or sending an enquiry form does not by itself sign you up for marketing. We will reply to your enquiry, but we'll only add you to marketing if you opt in.

Every marketing message identifies South Coast Digital and includes an easy way to unsubscribe. You can also opt out at any time by emailing hello@scdigital.biz. We will act on your request within 5 working days. We don't sell personal information.

5. Who we share it with

We share personal information only as needed with:

• service providers who help us run the business, including website hosting and security, AI processing for the chat assistant, email, CRM, accounting and payment providers (see section 6)
• professional advisers, such as our accountant or lawyer
• anyone you have asked us to share it with
• government agencies or others where the law requires or allows it

Our service providers may only use your information to provide services to us.

Where we run a website tool for one of our clients, information you enter is collected for that client and handled under its privacy policy; we process it on the client's behalf.

6. Service providers and overseas processing

We use the following service providers. Several of them store or process information outside Australia, mainly in the United States:

When the chat assistant is enabled, your chat messages and any details you enter in the chat are sent to OpenAI so it can generate replies. As at 21 October 2026, per OpenAI's API terms, OpenAI does not use API data to train its models by default, and it may keep API inputs and outputs for up to 30 days to provide the service and detect abuse. See OpenAI's enterprise privacy commitments and its API data controls.

Where we use AI to help draft replies to emails, the drafts are created by Floot AI using OpenAI models under commercial API terms. Content is not used for training, may be processed outside Australia, and may be kept by OpenAI for up to 30 days for abuse monitoring. See Floot's security and data page.

Before we disclose personal information overseas, we take reasonable steps to make sure the recipient handles it in a way that is consistent with the APPs. We do this by choosing reputable providers and having written terms with them (such as data processing agreements) that limit how they use and protect the information. We remain responsible for choosing providers that handle your information with care. If you'd prefer not to have your information processed overseas, please contact us by phone instead of using the chat assistant or online forms.

7. Security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. These steps include encrypted (HTTPS) connections, access controls and multi-factor authentication on our accounts, and limiting access to people who need it.

No online system is completely secure. If we have a data breach that is likely to cause you serious harm, we will tell you as soon as practicable and explain what we are doing about it.

8. How long we keep it

We keep personal information only as long as we need it, then securely delete or de-identify it. Our usual periods are:

9. Cookies and analytics

Our website uses cookies and similar technologies to make the site and the chat assistant (when enabled) work, keep the site secure, and understand how the site is used. We use Google Analytics to understand how visitors use the site, including how the chat assistant is used. You can opt out of Google Analytics with Google's opt-out browser add-on.

Our marketing emails use standard tracking that tells us whether an email was opened and which links were clicked. We use this to improve our emails. You can avoid open tracking by turning off images in your email program, and you can stop marketing emails at any time by unsubscribing.

You can block or delete cookies in your browser settings. Some parts of the site, such as the chat assistant, may not work properly without them.

10. Accessing and correcting your information

You can ask for a copy of the personal information we hold about you. You can also ask us to correct it if it's inaccurate, out of date, incomplete or misleading. Email hello@scdigital.biz. We may need to confirm your identity first.

We'll respond within a reasonable time, usually within 30 days. There's no charge to make a request or to correct your information. If giving you access involves significant work, we may charge a fee that is not excessive, and we'll tell you the amount before we go ahead. If we refuse a request, we'll explain why in writing and tell you how to complain. If we don't correct your information, you can ask us to attach a statement saying that you believe it is wrong.

11. Complaints

If you have a concern about how we've handled your personal information, please email hello@scdigital.biz with the details. We'll acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

If you're not satisfied with our response, you can also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

11A. Automated decisions

London (when enabled) may use the information you give in the chat to sort and prioritise enquiries, for example by the type of work and how soon you need it. This helps us decide the order in which we follow up. A person reviews enquiries before we decide whether to quote or take on work, and you can always contact us directly. London does not make decisions about you that have legal or similarly significant effects.

We may use software, including AI tools, to help sort and draft replies to emails; a person reviews responses before they're sent.

12. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.

13. Contact us

Owen Roberts trading as South Coast Digital
ABN 73 603 513 306
Email: hello@scdigital.biz
Phone: 0488 908 099
Post: Shop 2/27 Collins St, Kiama NSW 2533