Privacy Policy

SoudCoh Pty Ltd is an Australian registered company with its registered office and principal place of business being West Tower, Level 4/608 St Kilda Rd, Melbourne VIC 3004. You can contact SoudCoh Pty Ltd’s Privacy Officer by post, to West Tower, Level 4/608 St Kilda Rd, Melbourne VIC 3004, by telephone, on 1800 315 165, or by email at contact@soudcoh.com. SoudCoh Pty Ltd’s ABN is 20 679 303 532 and its ACN is 679 303 532.

This policy explains how we handle personal information, and it is written to meet the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It covers this website and the services we provide through it. It is governed by the laws of Victoria, Australia.

It does not cover the advertising accounts we operate for clients. Where we run a Google, Meta, TikTok, LinkedIn or Microsoft account for a client, that client is responsible for the personal information in it and their own privacy policy applies to it.

We collect two kinds of information: what you deliberately give us, and what is recorded automatically when you use the site.

What you give us

When you submit an enquiry form, request an audit, work through the get-started questionnaire or book a call, we collect what that form asks for. Depending on the form that is your name, email address, phone number, business name and website, the service you are enquiring about, your industry, your monthly marketing budget, whether you currently run Google Ads, your marketing experience, your current cost per lead, and anything you write in the message field.

We collect it to answer your enquiry, to prepare the audit or proposal you asked for, to arrange the appointment you requested, and to keep a record of the conversation. If you become a client, we also hold the information we need to run the engagement and to invoice you.

Only your name and a way to contact you are genuinely required. Everything else on our forms is there so the first conversation is useful, and you can leave it out.

What is recorded automatically

When you use the site we and our measurement providers record technical and behavioural information: the pages you visit and the order you visit them in, the page you arrived on and the site you came from, campaign and click identifiers in the URL (utm_source, utm_medium, utm_campaign, utm_term, utm_content, utm_id, gclid, gbraid, wbraid, gad_source, fbclid, msclkid, ttclid), your browser, operating system, device type, screen size, viewport, language and timezone, how far down a page you scrolled and how long you spent on a step, and an approximate location — country, region and city — derived from your internet address by a third-party lookup service. We assign a random visitor identifier and a session identifier so those events can be joined together.

We use that to understand which campaigns and pages produce enquiries, to measure how the site performs, and to improve it. We do not use it to build a profile of you as an individual for anyone else, and we do not sell it.

When you submit a form on this site, this is the exact path it takes.

• It is validated and rate-limited, then written to a table called form_submissions in our Supabase database. That is the durable record and it is created first, so an enquiry cannot be lost downstream.
• It is then pushed to GoHighLevel, our customer relationship management system, where it becomes a contact record. The contact is tagged with its origin and the service you enquired about, and the details you gave are written into fields on that record.
• If a workflow automation is configured for that form, a notification is sent so somebody here picks the enquiry up.
• The outcome of the CRM push — succeeded, failed, or not configured — is written back onto the database row, so a failure is visible rather than silent.

Your browser never writes directly to the database and never holds the credentials for any of this; the write goes through a server function we control. If the CRM push fails, your enquiry is still safely recorded and we still receive it.

Once you are in the CRM we may email you about your enquiry, and — if you have asked for them, or you are a client — send you follow-up sequences and updates. Every marketing email carries an unsubscribe link, and you can also unsubscribe by emailing contact@soudcoh.com. We will action that within two business days.

If you book a call, the contact details you enter and the appointment itself are created in GoHighLevel, which holds our calendar. That means your name, email address, phone number and the details you gave during the booking flow are stored there, along with the time you selected. Booking is the only purpose we use it for, other than contacting you about the appointment. If you fill in the contact step and then do not pick a time, the contact record has usually already been created — email contact@soudcoh.com and we will delete it.

Providing personal information is an act of trust and is taken seriously. We only collect personal information by lawful and fair means, and only what we need. We use it to:

• respond to your enquiry and prepare what you asked for
• arrange and hold appointments
• deliver, manage and invoice an engagement
• send you service messages, and marketing you have asked for or are entitled to receive as a client
• measure how our own advertising and website perform
• improve our services, and train our own team
• meet our legal, tax and record-keeping obligations

We do not sell personal information, and we do not disclose it to third parties for their own marketing.

A cookie is a small file placed in your browser that records information about how you use a website. Cookies do not read other files on your computer. Most browsers accept them automatically, and every browser lets you refuse or delete them.

This website does not ask for cookie consent, and these tools run from the moment the page loads. We previously showed a banner offering an “accept optional / decline optional” choice. It has been removed. Australian privacy law does not impose the European prior-consent requirement for cookies and analytics, and we would rather describe what we do here, in full, than ask for a click that carries no legal weight. You can still opt out — see the next section but one.

The tools that run on this site are:

• Google Analytics 4 (measurement ID G-8GTCYNRY8T), for page views, events and traffic sources.
• Meta Pixel (ID 956343676024686), for measuring and optimising our advertising on Facebook and Instagram, and for showing you our ads on those platforms.
• TikTok Pixel, for the same purpose on TikTok.
• Our own funnel measurement, which records the pages and answers you move through and the attribution details listed above, and stores them against a random session identifier in our Supabase database.
• Elfsight, a third-party widget that displays our Google reviews. It loads only on pages that show reviews, and only as that section comes into view.

These tools set cookies and store identifiers in your browser, including a persistent random identifier we generate so repeat visits can be recognised as the same browser. Our advertising partners may use what they collect to show you our ads elsewhere. The website and its enquiry forms work whether or not you allow any of it.

Some of our measurement does not run in your browser at all, and this is the part most policies leave out. Alongside the browser pixels, we send conversion events to advertising platforms directly from our servers: the Meta Conversions API and the TikTok Events API. Blocking a pixel in your browser does not stop a server-side event.

A server-side event is sent when you take a tracked action — submitting a form, clicking to call or email us, or booking a call. It carries:

• the name of the event, and an event ID used to match it to the browser event so the same action is not counted twice
• the page you were on, and your browser’s user-agent string
• the advertising cookies and click identifiers held for you by that platform (Meta’s _fbp and _fbc, TikTok’s _ttp and ttclid)
• a persistent random identifier we generate for your browser
• where you have given them to us on a form: your email address, phone number and name, hashed with SHA-256 before they leave your browser, and your country code unhashed. The platform matches the hash against its own records. We do not send your email address or phone number to them in readable form.

We do this so we can tell which advertising actually produced an enquiry, which is what stops us spending your attention and our clients’ money on advertising that does not work. It is a disclosure rather than a request: if you would rather it did not happen, do not submit a form, and see the opt-out section below.

There is no banner on this site, but there is still a route out, and none of it stops the website or its forms working.

• Your browser. Every major browser can block or delete cookies, block third-party cookies, and send a “do not track” or global privacy signal. Private or incognito windows discard everything when you close them. Clearing site data for soudcoh.com removes the identifiers described above.
• Google Analytics. Install Google’s official opt-out add-on at tools.google.com/dlpage/gaoptout, which stops Analytics measuring you on any site.
• Google advertising. Manage what Google uses to personalise ads at myadcenter.google.com.
• Meta. Manage ad preferences and off-Facebook activity in your Facebook or Instagram account settings, under Ad preferences.
• TikTok. Manage ad personalisation in the TikTok app under Settings and privacy → Ads.
• A tracker blocker or a browser with tracking protection built in will block the browser-side pixels on this site.
• Ask us. Email contact@soudcoh.com and ask us to delete the records we hold about you, including funnel session records and your CRM contact. See the section on your rights below.

Server-side conversion events are sent only for actions you deliberately take, such as submitting a form. Not submitting one is the reliable way to prevent them; asking us to delete your records is how to deal with events already sent.

We never sell your personal information and we never disclose it to a third party for that party’s own marketing. We share it in these circumstances only:

• Service providers who run our systems. Supabase (database and server functions), GoHighLevel (CRM, email and calendar), Microsoft (Office 365 email and files), Xero (accounting and invoicing), Google (Analytics and advertising), Meta and TikTok (advertising and conversion measurement), Elfsight (the reviews widget) and our hosting and workflow-automation providers. Each receives only what it needs to do its job.
• With your consent — for example, when you agree to appear in a case study.
• Where the law requires it — a court order, or a request from a regulator or government authority legally entitled to make it.
• Where it is necessary to establish, exercise or defend a legal claim, or to protect the rights, property or safety of SoudCoh, our clients or the public.

Our people and our processors are obliged to respect the confidentiality of personal information we hold. That obligation forms part of our induction process.

Several of the providers listed above are based outside Australia or hold data outside Australia, principally in the United States. Sending your information to them is an overseas disclosure under Australian Privacy Principle 8. We take reasonable steps to ensure each provider handles personal information consistently with the Australian Privacy Principles, including by relying on their published contractual and security commitments. You should be aware that where information is held overseas, Australian privacy law may not be enforceable against the overseas recipient, and the law of the country it is held in may apply to it. If you would like to know where a specific piece of your information is held, email contact@soudcoh.com and we will tell you.

We take all reasonable steps to keep personal information secure, accurate and up to date. Information is stored with our partner vendors, which apply best practice in the physical, logical and data layers of security, together with enterprise-grade user and administrator controls. Data in transit is encrypted. Any hard copies are kept in locked storage.

On this website specifically: forms are validated and rate-limited before anything is stored, the browser has no direct write access to the tables that hold personal information, downstream automation credentials are never sent to the browser, and access to the database and the CRM is limited to the people who need it.

No system is perfectly secure. If a data breach occurs that is likely to result in serious harm, we will assess it and notify you and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.

We keep personal information only for as long as we have a reason to, and then we delete it or de-identify it.

• Enquiries and CRM contacts are kept while we are dealing with your enquiry, and afterwards for as long as we have a genuine business reason — usually because you may come back to us. You can ask us to delete them sooner.
• Client records are kept for the engagement and afterwards for as long as we may need them to answer a question about the work or to defend a claim.
• Financial records are kept for seven years, because the Corporations Act 2001 and Australian tax law require it. We cannot delete these earlier on request.
• Website measurement and funnel session records are kept for analysis. Analytics and advertising platforms apply their own retention settings to the copies they hold.

Where retention of personal information is required by law, we comply with the required period. If you want to know how long a particular record will be kept, ask us at contact@soudcoh.com and we will tell you.

Under the Australian Privacy Principles you can ask us to:

• tell you what personal information we hold about you, and give you access to it
• correct anything that is wrong, out of date, incomplete or misleading
• delete what we hold, subject to the records the law requires us to keep
• stop sending you marketing, which you can also do from the unsubscribe link in any marketing email

Email contact@soudcoh.com, or write to the Privacy Officer, SoudCoh Pty Ltd, West Tower, Level 4/608 St Kilda Rd, Melbourne VIC 3004. We may need to verify who you are before we act, so that we are not handing your information to somebody else. We will acknowledge your request and respond within a reasonable time — within 30 days at the outside, and normally much sooner. We do not charge for making a request.

If we refuse access or correction we will tell you why in writing, and how to complain.

If you are unhappy with how we handled it

Tell us first, at contact@soudcoh.com, and we will investigate and respond. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au, by phone on 1300 363 992, or by post to GPO Box 5288, Sydney NSW 2001.

From time to time we may run surveys, polls and similar initiatives to ask for information that helps us improve our products, services and operating practices. Taking part is always voluntary, and personal information given in a survey response remains confidential. Survey results may be aggregated and anonymised, and anonymised information of that kind may be shared with third parties.

Where we take payment for training registrations, invoices or other services, those transactions are protected in transit by TLS encryption and are processed by our selected payment processors. SoudCoh Pty Ltd does not have access to, and does not store, your credit or debit card details*. Card details are provided by you directly to the payment processor at the time of purchase.

*We may occasionally accept payment by credit card over the phone, which requires you to read your card details to a SoudCoh employee. Those details are used to action the immediate payment, which is processed securely by our selected payment processor, and are then destroyed. We do not keep or store card details for any length of time.

This website and our services are directed at businesses, not at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us personal information, email contact@soudcoh.com and we will delete it.

This website may contain links to other websites. Those links are provided for your convenience only, and a link is not sponsorship, endorsement or approval. We are not responsible for the privacy practices of other websites. We encourage you to read the privacy statement of every website you visit that collects personal information. This policy applies only to information collected by SoudCoh Pty Ltd’s website.

We keep this policy current, so it is subject to change. We may modify it at any time, and modifications take effect when we post them here. Where a change is material, we will make that clear rather than leave you to find it. Please check back from time to time.

If you have any question or concern about this policy or about how we use your personal information, contact us at contact@soudcoh.com and we will respond within two business days.

Unless otherwise indicated, the content on this Website is provided by SoudCoh Pty Ltd or partner organisations. This Website and its contents are protected by copyright, trademark, and other laws of Australia. We and our licensors reserve all rights not expressly granted in these Terms of Use.

SoudCoh and the SoudCoh logo are trademarks of SoudCoh Pty Ltd and SoudCoh Learning. Except as expressly provided in these Terms of Use, or as expressly authorised in writing by the relevant trademark owner, you shall not use any SoudCoh marks either alone or in combination with other words or design elements, including in any press release, advertisement, or other promotional or marketing material or media, whether in written, oral, electronic, visual, or any other form.

References to other parties’ trademarks on this Website are for identification purposes only and do not indicate that such parties have approved this Website or any of its contents. These Terms of Use do not grant you any right to use the trademarks of other parties.