24HR Plumbing Services respects your privacy. This policy explains what personal information we collect, why we collect it, how we use it and how you can get in touch with us about it.
We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Who we are
In this policy, "we", "us" and "our" mean 24HR Plumbing Services. "You" means anyone who visits our website, contacts us, or uses our services.
This policy covers this website and the services we provide. It does not cover other websites we link to, which have their own privacy policies.
What we collect
We only collect information we actually need to do our job and run our business.
Information you give us
When you call us, fill in a form on our site, book a job, email us or message us, we may collect:
- Your name
- Your phone number and email address
- The address where the work is needed
- Details about the problem or the job you are enquiring about
- Any other information you choose to give us in a message or over the phone
Information we collect automatically
When you visit our website, our systems and the third party tools we use may record:
- Your IP address and general location
- Your browser and device type
- The pages you viewed and how long you stayed
- The site or search that sent you to us
- Cookie data, as described below
This information is used in aggregate to understand how the site is performing. We do not use it to try to identify you personally.
Information we do not collect
We do not ask for and do not want sensitive information such as health information, government identifiers or financial account details through this website. Please do not send that kind of information through our contact forms.
Why we collect it
We use personal information to:
- Respond to your enquiry and give you a quote
- Book, carry out and follow up work
- Contact you about a job, including arrival times and access
- Issue invoices and process payment
- Keep records of work performed, including for warranty and compliance purposes
- Improve our website and our service
- Send you updates or offers, but only if you have asked to receive them
- Meet our legal and regulatory obligations
If you give us information for one purpose, we will not use it for an unrelated purpose without telling you first, unless the law requires or permits it.
Who we share it with
We do not sell your personal information. We do not trade or rent contact lists.
We may share your information with:
- Our team and contractors. The plumber attending your job needs your name, address, phone number and the job details.
- Service providers. Businesses that help us operate, such as our website host, booking and scheduling software, accounting software, payment processors and email providers. They are only given what they need and are required to protect it.
- Suppliers, where relevant to your job. For example when ordering a part or arranging a warranty claim on your behalf.
- Other parties with your consent. For example your insurer, property manager, landlord or body corporate, where you have asked us to deal with them.
- Anyone we are legally required to share with. Including regulators, insurers and law enforcement, where the law requires or permits it.
Some of our service providers may store data on servers outside Australia. Where that happens, we take reasonable steps to make sure your information is handled in a way consistent with the Australian Privacy Principles.
Cookies and website analytics
Our website uses cookies, which are small files stored on your device that help the site work and help us understand how it is used.
We use them to:
- Keep the site functioning properly
- Remember your preferences
- Measure traffic and understand which pages are useful
- Measure the performance of our advertising, where we run it
We may use third party tools such as web analytics and advertising platforms. These providers may set their own cookies and collect information under their own privacy policies.
You can block or delete cookies in your browser settings. Some parts of the site may not work properly if you do.
Marketing and how to opt out
If you have given us permission, we may send you occasional updates, reminders or offers by email or SMS.
Every marketing message includes a way to opt out, and you can also contact us at any time and ask to be removed. We will action it promptly.
Opting out of marketing does not stop us contacting you about a job you have booked or work we have done for you.
How we store and protect your information
We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification and disclosure. That includes access controls, secure systems and limiting who in our business can see what.
No method of transmitting or storing information is completely secure. While we do our best to protect your information, we cannot guarantee absolute security.
How long we keep it
We keep personal information for as long as we need it for the purposes set out in this policy, and for as long as we are required to keep it by law. That includes record keeping obligations for completed work, tax records and warranty periods.
When we no longer need it, we take reasonable steps to destroy it or remove anything that identifies you.
Accessing and correcting your information
You can ask us what personal information we hold about you and ask for a copy of it. You can also ask us to correct anything that is wrong, out of date or incomplete.
Contact us using the details below. We may need to verify who you are before we release information. In most cases we will respond within a reasonable time and at no cost.
If we are not able to give you access or make a correction, we will tell you why.
Making a complaint
If you think we have mishandled your personal information, contact us first using the details below. Tell us what happened and we will look into it and get back to you.
If you are not satisfied with how we have handled your complaint, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
Links to other websites
Our website may link to other sites. We are not responsible for the content or privacy practices of those sites. We suggest you read their privacy policies before giving them any personal information.
Changes to this policy
We may update this policy from time to time to reflect changes in how we operate or in the law. The current version will always be on this page with the date it was last updated at the top.
If we make a significant change, we will make that clear on the website.
Contact us
If you have questions about this policy or about how we handle your personal information, get in touch.
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