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Privacy Policy

1. About this Policy

This Privacy Policy explains how Method Digital Pty Ltd (ABN 77 160 488 273), trading as Solution22 (“we”, “us”, “our”), collects, holds, uses, and discloses personal information through QueueUp, our virtual queue management platform available at queueup.com.au and via the QueueUp mobile app.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). QueueUp currently operates only in Australia and is provided to Australian businesses and their patrons; where noted below, we have also had regard to relevant international frameworks (GDPR, UK GDPR, CCPA/CPRA) in case our services expand internationally in future.

2. Two Categories of Individuals

QueueUp collects personal information about two distinct groups, and this Policy explains our handling of each:

  • Business Users — the individuals who register and manage a Business account (for example, a business owner or staff member) to operate queues on the Platform.
  • End Users / Patrons — individuals who join a queue operated by a Business, typically by scanning a QR code.

For End User information, the Business operating the queue is generally the primary collector and user of that information for its own operational purposes (for example, calling a patron forward), and we act as the Business’s service provider in facilitating that collection and processing the information on the Business’s behalf, as set out in our Data Processing Addendum. We also independently use End User information as necessary to operate, secure, and improve the Platform.

3. Information We Collect

3.1 Business User Information
  • Name, email address, phone number, and business name provided at registration;
  • Business/company details used to create the Business's profile and queues;
  • Login credentials (your password is stored in hashed, encrypted form — we cannot see it);
  • Subscription plan, billing history, invoices, and payment status (raw card details are processed and stored by Stripe, not by us).
3.2 End User / Patron Information
  • Name and mobile phone number, provided when joining a queue;
  • Approximate device location, used to confirm proximity to the queue location and to provide accurate wait-time estimates — collected only with your device permission and only while actively joining or checking a queue;
  • Camera access, used solely to scan the Business's QR code to join a queue — we do not capture, store, or retain photographs or video from your camera.
3.3 Technical and Usage Information (both groups)
  • Device type, operating system, app version, and browser type;
  • IP address, login history, and session activity;
  • Crash logs and error reports;
  • Cookies and analytics data (see our Cookie Policy);
  • Push notification device tokens and API usage logs.

4. How We Collect Information

We collect information directly from you when you register a Business account, join a queue, or otherwise interact with the Platform. We also collect information automatically through your use of the app and website (for example, via cookies and device permissions), and from third parties such as Stripe (payment confirmation) and analytics providers.

5. Why We Collect and Use Personal Information

  • To create and administer Business and queue accounts;
  • To let an End User join, track, and be notified about their position in a queue, including via SMS and push notifications (see our SMS Terms of Service);
  • To process Subscription payments and manage billing, via Stripe;
  • To provide customer support;
  • To maintain the security, integrity, and performance of the Platform, including fraud prevention and abuse detection;
  • To send essential service communications (for example, billing notices or security alerts) and, where you have consented, marketing communications;
  • To comply with our legal obligations.

6. Location Data

Collected: Yes, for End Users. Approximate location is used only to confirm you are near the relevant queue and to improve wait-time accuracy. Location access can be declined in your device settings, but this may prevent you from joining a queue or reduce the accuracy of wait estimates. We do not use End User location data for advertising or track your location outside of active queue-joining sessions.

7. Camera Access

Collected: Yes, for End Users, solely to scan a Business’s QR code to join a queue. No photo, video, or biometric data is captured, stored, or transmitted to us as a result of this camera access.

8. Disclosure of Personal Information

We disclose personal information to the following categories of third parties (our subprocessors), only as necessary to provide the Service:

  • The relevant Business, where an End User joins that Business's queue (name, phone number, and queue status);
  • Stripe, our payment processor, for billing and subscription management;
  • Cloud infrastructure and hosting providers (of a kind comparable to AWS, Microsoft Azure, or Google Cloud), for secure storage and processing of Platform data;
  • An SMS gateway provider (of a kind comparable to Twilio), to deliver queue and account SMS notifications;
  • A push notification provider (of a kind comparable to Firebase), to deliver in-app and mobile push notifications;
  • A transactional email provider (of a kind comparable to SendGrid or Mailgun), to deliver account and billing emails;
  • Analytics providers, to help us understand and improve app performance;
  • Regulators, law enforcement, or other parties where required or authorised by law.

We do not sell personal information to third parties.

9. Overseas Storage and Disclosure

Some of our hosting, analytics, SMS, or push notification providers may store or process data on servers located outside Australia. Where this occurs, we take reasonable steps consistent with Australian Privacy Principle 8 to ensure overseas recipients handle personal information in a manner consistent with the APPs, including through contractual protections.

10. Data Security

We use industry-standard measures to protect personal information, including encryption of data in transit and at rest, hashed password storage, secure cloud hosting, access controls, and ongoing security monitoring. No system is completely secure, and we cannot guarantee absolute security. If we become aware of a data breach likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

11. Data Retention and Deletion

We retain Business User account information for as long as the account remains active, and for a reasonable period afterwards to allow reactivation or to meet legal, accounting, or dispute-resolution obligations. End User queue information (name, phone number, location and queue history) is retained only for as long as reasonably necessary to operate the relevant queue and provide customer support to the Business, after which it is deleted or de-identified, unless the Business is required to retain it for its own legal obligations.

12. Cookies

Our website and web app use cookies and similar technologies. See our Cookie Policy for details of the types of cookies we use and how to manage your preferences.

13. Marketing Communications

Where you have consented, we may send marketing communications about QueueUp by email, SMS, or push notification. You can opt out of marketing communications at any time by using the unsubscribe link, replying STOP to an SMS, or contacting [email protected] — you will continue to receive essential service communications (such as queue status updates and billing notices) necessary for the Service to function.

14. Children's Privacy

QueueUp is not directed at children under 13, and we do not knowingly collect personal information from children under 13. If we become aware that we have inadvertently collected such information, we will take reasonable steps to delete it.

15. Your Rights: Access, Correction, and Deletion

Under the Privacy Act, you may request access to the personal information we hold about you and ask us to correct it if it is inaccurate, out of date, or incomplete. You may also request deletion of your personal information, subject to our legitimate business, legal, or accounting needs to retain it (for example, transaction records).

To make a request, contact us at [email protected]. We will respond within a reasonable period, and in any event within 30 days, and may need to verify your identity before actioning a request.

16. Complaints

If you believe we have breached the Privacy Act or the APPs, please contact us first at [email protected] so we can investigate and respond. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

17. International Frameworks (GDPR, UK GDPR, CCPA/CPRA)

QueueUp currently serves only Australian businesses and their patrons, and we do not knowingly collect personal information from individuals located in the European Union, the United Kingdom, or California. If our services expand to those regions, we will update this Policy to reflect the additional rights and obligations applicable under the GDPR, UK GDPR, or CCPA/CPRA, as relevant.

18. Changes to this Policy

We may update this Privacy Policy from time to time. Material changes will be notified via the Platform or by email to registered Business Users before they take effect. The “Effective date” at the front of this document reflects the latest version.

19. Contact Us

Method Digital Pty Ltd (ABN 77 160 488 273), 5/2 John Street, Dandenong, VIC 3175. General enquiries: [email protected]. Privacy and support enquiries: [email protected].