Overview
Less Friction Digital respects the privacy of clients, prospective clients, website visitors and people who participate in our research or review work. This policy explains how we handle personal information collected through this website, email, project conversations and the delivery of our services.
We aim to follow the Australian Privacy Principles where they apply to us and to use sensible privacy practices regardless of whether a particular legal obligation applies.
We collect the information needed to respond, investigate and deliver our work. We do not sell or trade personal information.
What we may collect
- Your name, business name, role and contact details.
- Website addresses, system names, business goals, audiences, challenges and diagnostic answers you submit.
- Emails, meeting notes, feedback, project files and other correspondence.
- Billing, transaction and payment status information. Card details are processed by the relevant payment provider and are not intended to be stored by us.
- Technical information such as IP address, browser, device, referring page, form activity and website usage information.
- Research or testing information provided as part of an agreed engagement.
Please do not send passwords, production credentials, sensitive personal information or confidential system access through a public website form. If secure access is required, we will agree on an appropriate method.
How we use information
- Respond to enquiries and determine the right starting point.
- Prepare proposals, deliver reviews, diagnostics, research, design or implementation work.
- Communicate about a project, payment, request or service.
- Send insights where you have chosen to receive them. You can unsubscribe at any time.
- Operate, secure, measure and improve our website and services.
- Meet legal, accounting, insurance and dispute-resolution requirements.
We will not use confidential client material as a public case study, testimonial or marketing example without permission.
Security, cookies and retention
We use reasonable technical and organisational safeguards, but no internet transmission or storage system is completely secure. If we become aware of a data incident, we will assess and respond to it, including notifications required by applicable law.
The website and its providers may use essential cookies, security tools, server logs, analytics or tracking technologies. These help the site function, prevent abuse and show us how the site is used. Browser settings can restrict cookies, although parts of the site may then work differently.
We retain information only as long as reasonably required for the purpose collected, project history, legal or accounting requirements, dispute management and legitimate business records. Information that is no longer required is deleted, de-identified or securely archived where practical.
Access, correction and your choices
You may ask what personal information we hold about you, request a correction, withdraw a marketing subscription or raise a privacy concern. We may need to verify your identity before giving access, and legal exceptions may apply.
To stop receiving LFD insights, use the unsubscribe option in the message or contact us directly. Service and project communications are separate from optional marketing.
Questions or complaints
Email lessfrictiondigital@gmail.com with “Privacy” in the subject line. Please explain your request or concern clearly so we can investigate and respond.
If we cannot resolve a privacy complaint and the Privacy Act applies, you may be able to contact the Office of the Australian Information Commissioner.
We may update this policy as our services, providers or legal obligations change. The effective date at the top shows the current version.