Hydrolutions Plumbing Pty Ltd (“Hydrolutions”, “we”, “us” or “our”) respects your privacy. This policy explains how we handle personal information when you use our website, contact us, request a quote or use our plumbing services.
1. Information we collect
Depending on your interaction with us, we may collect:
- Your name, email address and phone number.
- The service you need and information you include in an enquiry.
- Your service address, billing details, property access instructions and relevant contact details for a landlord, tenant, builder or property manager.
- Quotes, bookings, job notes, correspondence, invoices and payment records.
- Photographs or inspection footage needed to assess, document or complete plumbing work, which may contain personal information.
- Technical website information, such as IP address, browser and device information, pages requested and access times, through our website and hosting systems.
Please avoid sending sensitive personal information or information unrelated to your plumbing enquiry. If you provide someone else’s personal information, make sure you are authorised to do so.
2. How we collect information
We generally collect information directly from you through our website forms, phone calls, emails, messages and in-person interactions. We may also receive information from someone authorised to arrange work for you, such as a property manager, landlord or builder.
The website quote form requires your name and email address. Phone number, service selection and message fields are optional. You can make a general enquiry without identifying yourself where practical, but we may need contact and property details to provide an accurate quote, book work or deliver services.
3. How we use information
We use information to respond to enquiries, assess plumbing needs, prepare quotes, arrange property access, schedule and complete work, communicate about bookings, issue invoices, handle payments, provide after-service support and resolve concerns. We may also use it to maintain business records, protect our website and systems, and meet applicable legal obligations.
4. Sharing information
We may share relevant information with our staff, plumbers and subcontractors who need it to carry out your work; with your authorised representative; and with service providers supporting our website, communications, scheduling, accounting and payments. We limit disclosure to information needed for the relevant purpose.
We may also disclose information where you authorise us to do so, or where disclosure is required or permitted by law, including to regulators or professional advisers. We do not sell your personal information.
5. Website cookies and third-party services
Cookies are small files stored on your device. Our website and its supporting services may use cookies or similar technologies to support functionality and security. You can manage or delete cookies through your browser settings; blocking them may affect some features.
Our website displays Google reviews, including reviewer names, profile images and review content made public on Google. Review images or other third-party resources may be loaded from external providers, which can receive technical information such as your IP address when your browser requests them. Google and other external services handle information under their own privacy policies.
Links to Google, Facebook, Instagram and other websites take you to services we do not control. Please review their privacy policies before providing information to them.
6. Storage and overseas processing
We keep information in the business systems and records used to manage enquiries and plumbing work, including email, electronic job and accounting records, and any necessary paper records.
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7. Security and retention
We take reasonable steps to protect personal information from misuse, loss and unauthorised access, alteration or disclosure. No internet transmission or storage system is completely secure.
We retain information for as long as reasonably needed to provide services, manage warranties and disputes, and meet applicable recordkeeping obligations. When information is no longer needed and we are not required to keep it, we take reasonable steps to securely delete or de-identify it.
8. Marketing communications
If we send promotional emails or messages, we do so only where we have your consent or another lawful basis. You can opt out using the unsubscribe option provided or by contacting us. Opting out of marketing does not prevent us from sending necessary messages about a quote, booking, invoice or service you requested.
9. Access and correction
You can contact us to request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date. We may need to verify your identity before responding. If we cannot provide access or make a requested correction, we will explain the reason, subject to any legal restrictions.
10. Privacy questions and complaints
Contact us using the details below if you have a privacy question or believe we have mishandled your information. Please describe your concern and how you would like us to contact you. We will acknowledge your complaint, investigate and aim to respond within 30 days. If we need more time, we will let you know.
If you are dissatisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) for information about further complaint options. The OAIC’s ability to investigate depends on whether the relevant privacy law applies to the business and the complaint.
11. Changes to this policy
We may update this policy as our services or information-handling practices change. We will publish the current version on this page and update the date above.
12. Contact us
Hydrolutions Plumbing Pty Ltd — Privacy enquiries
Email: info@hlplumbing.com.au
Phone: 0423 662 767
Service area: Campbelltown, Liverpool and Greater Sydney, NSW