Privacy Policy

Application and purpose

In this Privacy Policy, ‘us’ ‘we’ ‘our’ or ‘Snap Send Solve’ means Snap Send Solve Pty Ltd ACN 162 334 965. We are committed to respecting your privacy. Our Privacy Policy sets out how we collect, use, store and disclose your personal information during your use of the Snap Send Solve application (App) on your smartphone device (Device) or our website (Site). The App and Site are designed and built to empower users to report problems or defects in community assets and infrastructure to local authorities (Services).

By providing personal information to us through the App, Site or other online service, you consent to our collection, use and disclosure of your personal information in accordance with this Privacy Policy and any other arrangements that apply between us. We may change our Privacy Policy from time to time by publishing changes to it on our Site. We encourage you to check our Site periodically to ensure that you are aware of our current Privacy Policy. Personal information includes information or an opinion about an individual that is reasonably identifiable and may include your name, age, gender, postcode and contact details.

Snap Send Solve is committed to protecting the privacy of all its users and this Privacy Policy explains how we use and protect your information.

The text at the bottom of each section aims to give an easy to understand summary of our Privacy Policy. Please ensure you read the main text, as the summary is just a summary and doesn’t capture all of the terms.

What information do we collect?

We may collect the following types of personal information:

  • name;
  • mailing or street address;
  • phone number;
  • age or date of birth;
  • usage and device information including your device ID, device type, geo-location information, computer and connection information, statistics on page views, traffic to and from the sites, ad data, IP address and standard web log information;
  • any additional information relating to you that you provide to us directly through our Site or app or indirectly through your use of our Site or app or online presence or through other websites or accounts from which you permit us to collect information;
  • information you provide to us through customer surveys; or
  • any other personal information that may be required in order to facilitate your dealings with us.
Summary: We collect personal information to make your reporting experience to ensure we can provide our Services and authorities can resolve your issue. We may also collect device data to track how you are using our Service and log file information about your interactions with our Service.
Location data

By using the App or Site, you agree to our use of your location data where applicable. When you use the App and the Service to send a report, we receive and record your GPS location data. If you don’t send a report, we will not collect your location data and will only hold the information you provide in the report. We treat location data as non-personal information, except where we are required to do otherwise under applicable law.

To manage information such as location data, you may disable the tracking functionalities on your Device, although the App and the Services will not operate to full capacity and if you do not provide the location, you will not be able to send a report. Only be able to send a report by manually entering the address of the incident.

Summary: We collect your location data to ensure the reports you lodge are accurate. If you don’t give us access to your location data, you will need to manually enter the address of your incident (but, let’s be honest, life’s too short for that).

How do we collect information?

We collect these types of personal information directly from you. By using the App, Site and Services, you authorise us to collect your information such as your username, name, email address and any other personal information available on or through your use of the App or Site. We may collect this information when you:

  • register, add account information or lodge a report on our App or Site;
  • communicate with us through correspondence, chats, email, or when you share information with us from other social applications, services or websites; or
  • interact with our sites, services, content and advertising.

We may also collect information relating to your use of our App and Services and if you contact us, we may keep a record of that correspondence. Where possible, we endeavour to limit collection of your personal information.

If you do not provide your personal information, we cannot provide you with the Services.

Summary: We collect personal information when you register an account or lodge a report on Snap Send Solve and when you communicate with us.

Why do we collect, use and disclose your personal information?

We may collect, hold, use and disclose your personal information for the following purposes:

  • to enable you to access and use our App, Site and Services (including, for example, local authorities to manage the report you have lodged through the App);
  • to operate, protect, improve and optimise our App, Site and Services, business and our users’ experience, such as to perform analytics, conduct research and advertising and marketing;
  • to send you service, support and administrative messages, reminders, technical notices, updates, security alerts and information requested by you;
  • to send you marketing and promotional messages, reminders, technical notices, updates, security alerts and information requested by you;
  • to administer rewards, surveys, contests or other promotional activities or events sponsored or managed by us or our business partners;
  • to comply with our legal obligations, resolve any disputes that we may have with any of our users and enforce our agreements with third parties;
  • to protect our rights, property or personal safety or those of another customer or any member of the public; and
  • in the event that the assets and operations of Snap Send Solve’s business are transferred to another party as a going concern.

We may also disclose your personal information to a trusted third party who also holds other information about you. This third party may combine that information in order to enable it and us to develop anonymised consumer insights so that we can better understand your preferences and interests, personalise your experience and enhance the products and services that you receive.

Summary: We use your personal information for various reasons including to provide and improve our Service and for marketing purposes.

To whom do we disclose your personal information?

We may disclose personal information for the purposes described in this Privacy Policy to:

  • an organisation that is an affiliate or partner of Snap Send Solve (including, for example, local authorities to manage the report you have lodged through the App or Site);
  • our employees and related bodies corporate;
  • third party suppliers and service providers (including for the operation of our Sites and our business or in connection with providing our Services to you);
  • professional advisers, dealers and agents;
  • anyone to whom our assets or businesses (or any part of them) are transferred;
  • specific third parties authorised by you to receive information held by us; and / or
  • other persons, including government agencies, regulatory bodies and law enforcement agencies, or as required, authorised or permitted by law.
Summary: We won’t share your personal information except to the parties described in this section.

Using our Site and cookies

We may collect personal information about you when you use and access our Site. While we do not use browsing information to identify you personally, we may record certain information about your use of our Site, such as which pages you visit, the time and date of your visit and the internet protocol address assigned to your computer.

We may also use ‘cookies’, Google Analytics or Facebook Pixel or other similar tracking technologies on our App or Site that help us track your Site and App usage and remember your preferences. Cookies are small files that store information on your computer, TV, mobile phone or other device. They enable the entity that put the cookie on your device to recognise you across different websites, services, devices and/or browsing sessions. You can disable cookies through your internet browser but our Site may not work as intended for you if you do.

Summary: We will send cookies to your web browser to help you use Snap Send Solve. If you would like to adjust your cookie settings, you’ll need to have a look at your browser for more information.


We may hold your personal information in either electronic or hard copy form. We take reasonable steps to protect your personal information from misuse, interference and loss, as well as unauthorised access, modification or disclosure and we use a number of physical, administrative, personnel and technical measures to protect your personal information. However, we cannot guarantee the security of your personal information.

In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality and privacy of any personal information held by us. Except in the case of breaches of our obligations under the Privacy Act to protect your personal information, we will not be held responsible for events arising from unauthorised access of your personal information.

In the event of a data breach, we are committed to complying in all respects with the requirements of all Australian Privacy Laws. You can also play an important role in keeping your personal Information secure, by maintaining the confidentiality of any password and accounts used on the App or Site. Please notify us immediately if there is any unauthorised use of your account by any other Internet user, or any other breach of security relating to your account.

Summary: We care about the safety of your data and we have systems to ensure we carefully protect it. Even so, we can’t guarantee the security of your information at all times.

Data retention

We retain information you provide to us and which we collect about you, including personal information and personal data, for so long as we continue to provide Services to you and specifically until such time as you request us to delete your personal information and personal data. We do this so you have access to your report history when you need it.

Summary: We’ll hold on to your personal information until you request us to delete it. This ensures you can access your reporting history whenever you need it.


Our Site may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, we are not responsible for the privacy practices of, or any content on, those linked websites, and have no control over or rights in those linked websites. The privacy policies that apply to those other websites may differ substantially from our Privacy Policy and we encourage individuals to read them before using those websites.

Summary: Unfortunately, we don’t have the superpowers to control what happens when you click on a link to a third party site.


The App is not aimed at children under 15 years old and we do not knowingly collect, use, provide or process any personal information of children under the age of 15 deliberately.

Summary: It’s best if the App is used by people over 15.

Accessing or correcting your personal information

You can access the personal information we hold about you by contacting us at Sometimes, we may not be able to provide you with access to all of your personal information and, where this is the case, we will tell you why. We may also need to verify your identity when you request your personal information.

If you think that any personal information we hold about you is inaccurate, please contact us and we will take reasonable steps to ensure that it is corrected. If you wish to have your personal information deleted, please let us know and we will take all reasonable steps to delete it unless we need to keep it for legal reasons. If access or corrections cannot be provided, we will notify you within 30 days, in writing, of the reasons for the refusal.

Summary: You can access and correct any personal information we hold about you. Just ask!

Making a complaint

If we become aware of any ongoing concerns or problems concerning its privacy practices, we will take these issues seriously and work to address these concerns. If you have any further queries relating to Snap Send Solve’s Privacy Policy, or you have a problem, query or complaint, please email us at Please include your name, email address and/or telephone number and clearly describe your complaint.

Summary: If you have any concerns, please let us know.

Contact us

For further information about our Privacy Policy or practices, or to access or correct your personal information, or make a complaint, please contact us using the following details:

Customer Service

Area 7, 560 Church Street, Cremorne VIC 3121

We’re always happy to hear your queries about our Privacy Policy. Get in touch any time.

Effective: 21 April 2021