Nestico Privacy Policy

1. Who We Are

Nestico helps residents, families and other customers arrange non-medical housekeeping and light household assistance through vetted independent contractors.

This Privacy Policy applies to personal information collected through our website, enquiries, customer onboarding, bookings, contractor interactions and other dealings with Nestico.

2. Information We May Collect

Depending on how you interact with Nestico, we may collect information including:

• your name;
• preferred name;
• phone number and email address;
• service address;
• retirement village or complex;
• family or authorised representative details;
• emergency contact details;
• booking history;
• service preferences and instructions;
• payment and transaction information;
• property access instructions;
• information about keys, alarms or lockboxes;
• information about pets;
• relevant mobility or safety information;
• known household hazards or sensitivities;
• complaints, feedback and incident information;
• communications with Nestico; and
• information reasonably required to provide and manage our services.

We aim to collect only information that is reasonably necessary for our legitimate business and service purposes.

3. How We Collect Information

We may collect personal information directly from you when you:

• contact Nestico;
• complete an enquiry or intake form;
• sign a Resident Service Agreement;
• request or make a booking;
• communicate with us by phone, email, website or another channel;
• make a payment;
• provide feedback or make a complaint; or
• otherwise use our services.

We may also receive information about you from another person, such as a family member, authorised representative, retirement village contact or another person arranging services on your behalf.

Where required by law, we will take reasonable steps to tell you when we have collected personal information about you from another source, why we collected it, who may receive it, and about your rights to access and correct it.

4. Why We Collect Your Information

We may use your personal information to:

• respond to enquiries;
• determine whether Nestico's services are suitable for your needs;
• arrange and manage bookings;
• match customers with appropriate contractors;
• provide contractors with information reasonably required to complete a booking;
• communicate with you or your authorised representative;
• manage payments and invoices;
• provide customer support;
• manage complaints and service-quality issues;
• respond to health and safety concerns or incidents;
• investigate property damage or missing-item allegations;
• maintain appropriate business and service records;
• protect customers, contractors and Nestico;
• comply with legal, regulatory, insurance and accounting requirements; and
• improve Nestico's services and operations.

We will not use personal information for purposes unrelated to those for which it was collected unless permitted or required by law.

5. Information About Other People

If you provide Nestico with personal information about another person, such as a family member, representative or emergency contact, you should ensure that you have an appropriate basis for providing that information to us.

Where required by the Privacy Act, Nestico will take reasonable steps to notify that person that their information has been collected and provide the information required by law.

6. Sharing Personal Information

We may share personal information where reasonably necessary with:

• approved Nestico contractors;
• payment and invoicing providers;
• technology and service providers supporting Nestico;
• insurers and insurance advisers;
• accountants, lawyers and other professional advisers;
• retirement village or property representatives where necessary and appropriate;
• emergency services;
• government agencies, regulators or law-enforcement authorities where required or permitted by law; and
• other parties where you have authorised us to share the information.

Contractors should only receive customer information reasonably necessary to perform their services.

We do not sell customers' personal information.

7. Emergency and Safety Situations

Where reasonably necessary to protect someone's health or safety, respond to an incident or deal with an emergency, Nestico may disclose relevant personal information to an emergency contact, family representative, retirement village, emergency service or other appropriate person where permitted by law.

8. Storage and Security

Nestico will take reasonable steps to protect personal information against loss, unauthorised access, misuse, modification or disclosure.

Personal information may be stored using electronic systems and service providers used by Nestico.

Access to personal information should be limited to people who reasonably require it for their role or for providing the service.

No method of electronic storage or transmission is completely secure, but we will take reasonable safeguards appropriate to the information we hold.

9. Overseas Service Providers

Some technology, cloud, payment or other service providers used by Nestico may store or process information outside New Zealand.

Where personal information is disclosed outside New Zealand, Nestico will take reasonable steps to comply with applicable requirements of the Privacy Act 2020.

10. How Long We Keep Information

Nestico will retain personal information only for as long as reasonably required for the purposes for which it was collected, or as required for legitimate business, legal, tax, insurance, safety or record-keeping purposes.

When information is no longer reasonably required, we may securely delete, destroy or anonymise it.

11. Accessing Your Information

You may ask Nestico whether we hold personal information about you and request access to that information.

There may be limited circumstances where the Privacy Act allows us to refuse or restrict access.

12. Correcting Your Information

You may ask us to correct personal information that you believe is inaccurate, incomplete, out of date or misleading.

If we do not make a requested correction, you may have the right to ask us to attach a statement of correction to the information.

13. Website Information and Cookies

Our website may collect basic technical information such as:

• IP address;
• browser or device information;
• pages visited;
• date and time of visits; and
• website usage information.

Nestico may use cookies or similar technologies to operate the website, understand how it is used and improve its performance.

If Nestico introduces analytics, advertising or other tracking technologies, this Privacy Policy may be updated to provide further information about those services.

14. Marketing Communications

If you choose to receive marketing or promotional communications from Nestico, you may unsubscribe at any time using the unsubscribe option provided or by contacting us.

Service-related communications concerning your bookings or account are not marketing communications.

15. Privacy Breaches

If Nestico becomes aware of a privacy breach, we will assess and respond to it in accordance with the Privacy Act 2020.

Where the law requires notification to affected individuals or the Office of the Privacy Commissioner, we will take the required steps.

16. Changes to This Privacy Policy

We may update this Privacy Policy as Nestico's services, technology or legal obligations change.

The current version will be published on our website with the date it was last updated.

17. Contact Us

For questions about this Privacy Policy or to request access to or correction of your personal information, contact:

Privacy Officer
Nestico Limited
Auckland, New Zealand
Website: www.nestico.co.nz
Email: hello@nestico.co.nz

If you are not satisfied with how Nestico handles a privacy matter, you may also have the right to make a complaint to the New Zealand Office of the Privacy Commissioner.