01 Information We Collect

Depending on how you interact with us, we may collect personal information including:

• Your name
• Residential or business address
• Email address
• Telephone or mobile number
• Details about your plumbing enquiry or service requirements
• Property or plumbing-related information you provide to us
• Preferred appointment or service details
• Information provided when requesting a quote
• Billing and payment information where required
• Information contained in correspondence between you and ANU Plumbing
• Any other information you voluntarily provide to us

When you use our website, we may also collect certain technical and usage information, such as:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Date and time of visits
• Referring website or search source
• General information about how you interact with our website

We aim to collect only information that is reasonably necessary for providing our services and operating our business.

02 How We Collect Your Information

We may collect personal information directly from you when you:

• Complete a contact or quote form on our website
• Request a plumbing quote
• Book or enquire about a plumbing service
• Contact us by telephone
• Contact us by email
• Communicate with us through online channels or social media
• Provide information to us during a plumbing service
• Make a payment or request an invoice
• Provide feedback, make an enquiry or lodge a complaint

We may also collect certain information automatically when you visit our website through cookies, analytics tools and similar technologies.

In some circumstances, we may receive information from third parties where it is reasonably necessary for us to provide our services or manage our business.

03 How We Use Your Personal Information

We may collect, hold, use and disclose your personal information for purposes including:

• Responding to your enquiries
• Providing plumbing services
• Preparing and providing quotes
• Scheduling and managing appointments
• Communicating with you about your requested services
• Providing emergency plumbing assistance
• Processing payments and issuing invoices
• Maintaining customer and service records
• Managing warranties or service-related matters
• Providing customer support
• Improving our services and customer experience
• Maintaining and improving our website
• Managing our business operations
• Complying with legal and regulatory requirements
• Preventing fraud, misuse or other unlawful activity
• Sending service-related communications
• Sending promotional or marketing communications where permitted by law and, where required, with your consent

We will generally use your personal information only for the purpose for which it was collected or for a related purpose that you would reasonably expect.

04 Website Forms and Enquiries

When you submit information through a quote, contact or enquiry form on our website, we use the information you provide to respond to your request and, where applicable, arrange or provide plumbing services.

The information submitted through these forms may include your name, phone number, email address, property details, service requirements and any additional information you choose to provide.

Please do not provide sensitive personal information through a website form unless it is necessary for your enquiry or specifically requested by us.

05 Telephone Communications

When you contact ANU Plumbing by telephone, we may keep a record of information relevant to your enquiry, service request or booking.

If telephone calls are recorded, we will handle any recordings in accordance with applicable privacy and telecommunications laws.

06 Cookies and Website Analytics

Our website may use cookies and similar technologies to improve website functionality, understand how visitors use our website and measure the effectiveness of our marketing.

These technologies may collect information such as your IP address, browser type, device information, pages visited, time spent on the website and referral source.

We may use third-party analytics and advertising services, such as Google Analytics or similar services, to understand website traffic and improve our website and marketing activities.

You can manage or disable cookies through your browser settings. However, disabling certain cookies may affect the functionality or user experience of the website.

07 Marketing Communications

Where permitted by law, ANU Plumbing may use your contact information to provide information about our services, offers, promotions or other updates that may be relevant to you.

Where your consent is required, we will obtain that consent before sending direct marketing communications.

You may opt out of marketing communications at any time by:

• Using the unsubscribe option provided in a marketing email; or
• Contacting us using the details provided below.

Opting out of marketing communications will not prevent us from sending important service-related communications where necessary.

08 Disclosure of Personal Information

We may disclose your personal information where reasonably necessary to provide our services or operate our business.

This may include disclosure to:

• Our employees and plumbing professionals
• Contractors and subcontractors assisting with services
• Service providers who assist us with website hosting, IT, communications or administration
• Payment processors and financial service providers
• Accounting, legal, insurance or professional advisers
• Marketing, analytics or technology providers
• Suppliers where necessary to provide requested services
• Government agencies, regulators, law enforcement authorities or other parties where required or authorised by law

We take reasonable steps to ensure that third-party service providers who handle personal information on our behalf protect that information appropriately.

We do not sell or rent your personal information to third parties.

09 Overseas Disclosure and Storage

Some technology, hosting, software, analytics or other service providers we use may store or process information on servers located outside Australia.

Where personal information is disclosed to an overseas recipient, we will take reasonable steps to ensure that the disclosure is handled in accordance with applicable privacy laws.

The countries in which information may be stored or processed may vary depending on the third-party services used by ANU Plumbing.

10 Security of Your Personal Information

We take reasonable steps to protect personal information from:

• Misuse
• Interference
• Loss
• Unauthorised access
• Unauthorised modification
• Unauthorised disclosure

We may use physical, electronic and administrative safeguards appropriate to the nature of the information we hold.

However, no method of transmission over the internet or electronic storage system can be guaranteed to be completely secure.

11 How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, to provide our services, maintain appropriate business records, resolve disputes, comply with legal obligations or otherwise as permitted by law.

When personal information is no longer required, we may securely destroy, delete or de-identify it, subject to applicable legal and regulatory requirements.

12 Accessing and Correcting Your Information

You may request access to the personal information ANU Plumbing holds about you.

You may also ask us to correct personal information if you believe it is inaccurate, incomplete, out of date or misleading.

To make an access or correction request, please contact us using the details below.

We will deal with your request within a reasonable period and in accordance with applicable privacy laws.

13 Third-Party Websites and Links

Our website may contain links to third-party websites, services or platforms.

These third-party websites operate under their own privacy policies and terms. ANU Plumbing is not responsible for the privacy practices, security or content of third-party websites.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

14 Social Media

ANU Plumbing may maintain or use social media accounts and may receive information when you interact with our social media pages.

Information shared publicly through social media platforms may be visible to others and is also subject to the privacy policies of those platforms.

We recommend reviewing the privacy settings and privacy policies of the social media services you use.

15 Your Privacy Choices

Where reasonably practical and permitted by law, you may choose not to provide personal information to us.

However, certain information may be necessary for us to provide a quote, arrange an appointment, respond to an enquiry or provide plumbing services.

If you do not provide information that is reasonably required, we may be unable to provide the requested service.

16 Privacy Complaints

If you have a question, concern or complaint about how ANU Plumbing has handled your personal information, please contact us using the details below.

We will investigate your complaint and aim to respond within a reasonable period.

If you are not satisfied with our response or believe your complaint has not been adequately addressed, you may have the right to contact the Office of the Australian Information Commissioner (OAIC).

17 Changes to This Privacy Policy

ANU Plumbing may update this Privacy Policy from time to time to reflect changes to our business, website, services, technology or applicable privacy laws.

When we make changes, we will publish the updated Privacy Policy on this page and update the “Last Updated” date above.

We encourage you to review this Privacy Policy periodically.

18 Contact Us

If you have any questions about this Privacy Policy, wish to access or correct your personal information, or wish to make a privacy complaint, please contact us: