Privacy policy

Filo Care by Filo Cleano Services Pty Ltd · Last updated 28 October 2026

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Some records about our employees may fall under the Privacy Act's employee records exemption, but we choose to handle all staff information in line with this policy anyway.

Who can use Filo Care

• Customers: anyone can make a customer login when they ask for a quote, and existing customers can join with an invite link from us. A customer login only shows that customer's own properties.
• Staff: our office creates accounts for the people who work with Filo Cleano.

Customers without a login may also open a job report link we send them and leave feedback.

Information we collect about staff

• Account and contact details: name, username, profile photo (if you add one), short bio, date of birth, mobile number, email, home address and emergency contact. Only office administrators see your full date of birth; we use it to wish you a happy birthday.
• Work details: start date, role, employment type (for example casual employee or contractor), pay rates, the sites you are trained for, your weekly availability and days off.
• Bank and contractor details (optional): account name, BSB and account number if you add them for pay, and for contractors an ABN and business name. Only you and office administrators can see them.
• Compliance checks entered by the office, such as police check, NDIS Worker Screening and Working with Children Check numbers or expiry dates.
• Location at clock in and clock out: your device's location at the moment you clock in or out of a shift, when you mark a job as a cancellation on site, and when you choose to add your location to an incident report. Filo Care does not track your location at any other time or in the background. See Location, camera and notifications.
• Photos, videos and files you take or upload for a job (before, after and other photos), receipts for reimbursements, files attached to incidents, and your profile photo. Job photos and videos are deleted automatically 90 days after the job.
• Work records: shifts, clock in and clock out times and places, breaks, checklists, job reports and notes, extra time requests, shift swaps and cancellations, timesheets, pay summaries, bills and reimbursement requests.
• Messages and announcements: messages you send and receive in the app, photos, videos and files you attach to them, reactions, when messages were delivered and seen, and announcements you have read.
• Safety and quality records: incident reports (which can include details of an injury, which is health information), complaints and customer feedback linked to your work.
• App settings and activity: your notification and menu settings, when you sign in and out, when you were last active, whether you are online or on a job, the type of device and browser you use, and an activity log of actions such as clock ins, breaks and shift changes.
• Phone notification details: if you turn on notifications, a technical address for your device that lets us send notifications to it.
• AI assistant questions: if you use the optional "Ask AI" assistant, what you type and its answers.

Information we collect about customers

• Customer and site details: names, contact people, phone numbers, emails, billing emails, ABN, site addresses and map locations, access and alarm instructions, cleaning instructions and checklists.
• Jobs and billing: the jobs we do, prices, invoices and payment status (shared with our accounting system, Xero).
• Job reports and photos of the work at your property, which we may share with you through a private link.
• Feedback and complaints you send us, including ratings left on a job report link.
• Customer app accounts: your name, username, mobile and email, the property details you give us (the services you need, address, type, bedrooms, bathrooms and how often you'd like a clean), booking requests (dates, guest check-out and check-in times, quick turnarounds, your linen choice and notes), your notes for the cleaners, photos and files you add, messages you send us, star ratings and feedback, your notification settings and when you last used the app.
• Website enquiries: the details you enter in the enquiry form on our website (such as name, email, phone, address and the service you want). These are sent to Filo Care, and a contact is made in Xero, so we can reply and book your clean.

We ask our cleaners not to photograph people, personal documents or private belongings that are not part of the job. See our Terms of use.

How we collect it

We collect information directly from you (when you use the app, fill in a form or talk to us), from your device when you choose to clock in, take a photo or turn on notifications, from our office staff, from customers (for example feedback about a job), from our website enquiry form, and from Xero when we link invoices, bills and contacts.

Why we collect and use it

• To roster shifts, send you job details and directions, and offer open shifts.
• To confirm work was done at the right place and time, and to keep accurate time and wages records.
• To calculate and pay wages, contractor pay and reimbursements, and to create invoices and bills in Xero.
• To keep customers informed, for example with a job report and photos.
• To manage safety, incidents, complaints and quality.
• To communicate with you through messages, announcements and notifications.
• To keep the app secure and to fix problems.
• To meet our legal obligations, including Fair Work, tax, superannuation, work health and safety, and NDIS and aged care requirements.

We do not sell personal information, and we do not use it for advertising.

Sensitive information

Some information is sensitive, such as injury details in an incident report, police check results and worker screening. We only collect it when it is needed for safety or to meet legal and customer requirements, with your consent or where the law allows. Only office administrators can see it.

Who can see your information

• Cleaners see their own shifts, hours, pay, reimbursements and profile, the instructions for sites they are booked at, the team directory (names, photos and roles) and messages in chats they belong to.
• Office administrators at Filo Cleano can see all staff, customer, job, pay and safety records.
• Customers with a login see only their own properties: upcoming and past cleans, the first names of the cleaners, job reports, photos, the checklist and the files we share with them. They never see staff pay, contact details or other customers.
• Cleaners booked at a property see the customer's notes for the cleaners and the files the customer added for that property.
• Customers without a login can see the job report for their own jobs, only if we send them the link. It shows the date, the cleaners' names, the cleaner's report and photos. If the office chooses, it can also show arrival and finish times, time on site and the clock in and clock out locations.
• Your teammates can see your name, photo and role, and in Messages whether you are online, away or on a job.
• Our service providers (listed below) process information for us under their own security and privacy terms.
• We may also share information when the law requires it, for example with the ATO, Fair Work Ombudsman, SafeWork SA, the NDIS Commission, insurers, or police.

Our service providers and overseas storage

Filo Care uses these providers. Some of them store or process information outside Australia.

We choose reputable providers that protect information with encryption and access controls. By using Filo Care you understand that your information may be stored or processed in these countries, where privacy laws may differ from Australia's.

Automated decisions

Filo Care uses set rules to help with some work decisions. For example it:

• works out hours and pay from clock in and clock out times, breaks, shift type, day and time, and your pay rates;
• shows how far a clock in or clock out was from the site, and highlights it if it was more than 300 metres away;
• decides which pay goes on a contractor pay summary and which goes to payroll, based on your employment type and the shift;
• matches invoices, bills and payments from Xero to jobs and pay summaries;
• works out who an open shift can be offered to, and sends reminders.

The information used includes your shifts, clock times and location, employment type, pay rates and availability. An office administrator reviews and approves timesheets, pay and bills before anyone is paid, and you can ask us to check or correct anything. The app does not make decisions about your pay or employment without a person at Filo Cleano reviewing them.

Keeping information secure

Information is sent over encrypted connections. Access is controlled by your login and by permissions in our database, so cleaners can only see their own records. Passwords are stored in a scrambled (hashed) form by our sign-in provider. We keep an activity log, back up our data every night, and limit office access to the people who need it. See Data, storage and records.

How long we keep it

We keep time and wages records for at least 7 years as Fair Work laws require, and tax and accounting records for at least 5 years. Other information is kept only as long as we need it, then deleted or de-identified. The full schedule is on Data, storage and records.

Your rights and choices

• Staff can update their contact details, photo, bio, availability, bank details and notification settings in My profile. Customers can update their name, mobile, email, password and notification settings in My account.
• You can ask to see or correct the information we hold about you. We will respond within 30 days.
• Customers can delete their account in the app at any time. Staff can ask us to delete theirs. See Account deletion.
• You can turn off phone notifications, location and camera access in your phone settings at any time. Some features, such as clocking in, may not work without them.

Data breaches

If we have a data breach that is likely to cause serious harm, we will tell the people affected and the Office of the Australian Information Commissioner (OAIC) as the Notifiable Data Breaches scheme requires, and tell you what you can do to protect yourself.

Complaints

If you have a privacy concern, please contact us first using the details below. We will reply within 30 days. If you are not happy with our answer, you can contact the OAIC at oaic.gov.au or 1300 363 992.

Changes to this policy

We will update this policy when our practices change. We will tell you about important changes in the app, and the date at the top always shows the latest version.