Privacy Policy

1. Information we collect

We may collect personal information when you contact us, request a quote, book an inspection, engage us to carry out plumbing work, submit an online form or otherwise communicate with us.

The information we collect may include:

• Your name
• Telephone number
• Email address
• Residential, business or property address
• Billing and invoicing details
• Information about a property or plumbing system
• Details about the services you require
• Photographs, videos and inspection findings
• Messages, enquiries and correspondence
• Appointment and access information
• Website usage information, device details and general location information

We generally do not require sensitive information. Please avoid supplying sensitive information unless it is reasonably necessary for us to provide the requested service.

2. How we collect information

We may collect information directly from you through:

• Telephone calls, emails and text messages
• Website contact and booking forms
• Google Ads lead forms
• Social media enquiries
• Quotes, service agreements and invoices
• Site visits, inspections and plumbing work
• Feedback and review requests

We may also receive information from an owner, purchaser, tenant, agent, property manager, buyer's advocate, building inspector, strata manager, insurer, contractor or another person involved with the relevant property or service.

3. Google Ads lead forms

We may use Google Ads lead form assets to allow potential customers to submit an enquiry directly through a Google advertisement.

Information submitted through a Google lead form may include your name, telephone number, email address, property details and answers to questions about the service you require.

Google initially processes and delivers this information to us. Google's handling of information is also governed by Google's own privacy policies and terms.

We use information received through Google Ads to respond to your enquiry, provide information, prepare a quote, arrange an inspection or discuss our services.

4. How we use personal information

We may use personal information to:

• Respond to enquiries
• Prepare quotes and estimates
• Book and manage appointments
• Carry out plumbing, testing and inspection services
• Prepare reports, photographs and recommendations
• Communicate about a job or inspection
• Issue invoices, receipts and payment reminders
• Manage warranties, complaints and follow-up work
• Maintain business and accounting records
• Improve our website, advertising and customer service
• Meet legal, licensing, insurance and regulatory obligations
• Prevent fraud, misuse or security threats

We will not sell your personal information.

5. Marketing communications

We may contact existing or prospective customers about relevant services, inspection availability, follow-up work or review requests where permitted.

You may opt out of marketing communications at any time by using an unsubscribe option where provided or by contacting us directly. We may still send service-related communications concerning an active enquiry, booking, job, invoice or legal obligation.

6. Disclosure of information

We may disclose personal information where reasonably necessary to operate our business or provide services, including to:

• Employees, subcontractors and assisting tradespeople
• Accountants, bookkeepers and professional advisers
• Payment, invoicing and accounting service providers
• Website, email, cloud storage and software providers
• Advertising and analytics providers
• Insurers and claims managers
• Property owners, purchasers, agents or representatives authorised to receive an inspection report
• Government agencies, regulators, courts or law enforcement where required or authorised by law

Service providers are only given information reasonably required to perform their functions.

7. Overseas processing and storage

Some technology, advertising, cloud storage, email, analytics or software providers used by us may store or process information outside Australia.

The countries involved may vary depending on the provider and its infrastructure. We take reasonable steps when selecting and using service providers, but overseas organisations may be subject to different privacy laws.

8. Website data, cookies and analytics

Our website may use cookies and similar technologies to operate correctly, understand website usage, measure advertising performance and improve the user experience.

Information collected automatically may include:

• IP address
• Browser and device type
• Pages visited
• Approximate geographic region
• Referral source
• Dates and times of visits
• Interactions with forms, buttons or advertisements

We may use services such as Google Analytics and Google Ads to measure website traffic and advertising results. These providers may use cookies or similar technology in accordance with their own privacy policies.

You can usually control or delete cookies through your browser settings. Disabling cookies may affect some website functions.

9. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Information may be stored in electronic systems, email accounts, cloud platforms, accounting software, mobile devices and physical records. Security measures may include passwords, access controls, device security, secure hosting, backups and restricted access.

No internet transmission or storage system can be guaranteed to be completely secure. You should avoid sending unnecessary sensitive information through ordinary email or online forms.

10. Retention of information

We retain personal information for as long as reasonably required to provide services, maintain business and inspection records, resolve disputes, support insurance matters and comply with legal, accounting, taxation, licensing and regulatory obligations.

When information is no longer reasonably required, we may securely destroy it or remove identifying details, subject to applicable record-keeping requirements.

11. Access and correction

You may contact us to request access to personal information we hold about you or to request that inaccurate, incomplete or outdated information be corrected.

We may need to verify your identity before processing a request. In some circumstances, access may be restricted or refused where permitted by law. If this occurs, we will explain the reason where reasonably possible.

12. Privacy complaints

To raise a privacy concern or complaint, contact us using the details below and provide enough information for us to investigate the matter.

We will acknowledge and review the concern and aim to provide a response within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies to the matter, you may be entitled to contact the Office of the Australian Information Commissioner.

13. Third-party websites

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices, security or content of third-party websites. You should review their privacy policies before providing personal information.

14. Changes to this Privacy Policy

We may update this Privacy Policy when our business practices, website, service providers or legal obligations change.

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