Plumberthon Pty Ltd (ACN 685 591 879, ABN 62 685 591 879) — referred to as "Plumberthon", "we", "us", or "our" — is committed to protecting your personal information. This policy explains how we collect, use, store, and disclose your information in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. What information we collect
We collect personal information that is reasonably necessary to provide our plumbing services and run our business. This typically includes:
- Your full name
- Your phone number, email address, and service address
- Details of the plumbing problem or service you are requesting
- Photographs of the work site or job (with your consent, for diagnosis and quotation)
- Payment information (processed by third-party payment providers — we do not store your card details directly)
- Communication records (text messages, emails, call logs)
- Website usage data via cookies and analytics tools (see Section 6 below)
2. How we collect it
We collect your information directly from you when you:
- Phone us at 0448 430 861
- Submit our online contact form at /contact
- Email us at hello@plumberthon.com.au
- Engage us in person on a job site
- Visit our website (anonymous usage data only)
3. How we use your information
We use your information only for purposes you would reasonably expect, including:
- Scheduling and performing the plumbing work you have requested
- Preparing and sending quotes, invoices, and receipts
- Communicating with you about your job (arrival times, follow-up, warranty)
- Complying with statutory record-keeping obligations (NSW Fair Trading licensing, ATO tax records, NSW Home Building Compensation Fund warranty records)
- Defending or pursuing legal claims if any arise from the work performed
- Improving our service and website (anonymised data only)
4. Who we disclose it to
We do not sell your personal information. We disclose it only where reasonably necessary for the purposes above:
- Our nominee supervisor and any employed plumbers or apprentices who attend your job
- Payment processors (such as Stripe, Square, or our ServiceM8 payments gateway) to process card payments
- Our accountant and bookkeeper for tax and BAS compliance
- Our insurance broker and insurer if a claim is made arising from work performed
- NSW Fair Trading or other regulators if required by law (for example, lodging a Compliance Certificate for gas work)
- Strata managers, property managers, or insurers paying for the work on your behalf — only with your authority
- Subcontractors or specialists we engage with your consent for parts of a job we don't perform ourselves (for example, electricians for a heat pump install requiring a new circuit)
We do not disclose your information overseas, except where the cloud software we use (Xero, ServiceM8, Vercel hosting, Google Workspace email) processes data on servers in approved jurisdictions under their own privacy frameworks.
5. Storage and security
We store your information in:
- ServiceM8 (our job-management software) — encrypted, password-protected, multi-factor authentication enabled
- Xero (our accounting software) — encrypted, password-protected, multi-factor authentication enabled
- Google Workspace (email, secure cloud storage) — encrypted, password-protected
- Our work phones and devices — passcode-protected and encrypted
We take reasonable steps to protect your information from unauthorised access, modification, disclosure, or loss. We will notify you and the Office of the Australian Information Commissioner (OAIC) within 72 hours in the event of a notifiable data breach as required under the Notifiable Data Breaches scheme.
6. Cookies and website analytics
Our website uses cookies and analytics tools to understand how visitors use the site. These collect anonymous information such as pages visited, time on page, device type, and approximate location (by city). They do not identify you personally unless you submit our contact form.
Tools we use or plan to use:
- Google Analytics 4 (GA4) — anonymised website traffic data
- Microsoft Clarity — anonymised session recordings for usability improvements (faces and form input are automatically redacted)
- Vercel hosting platform — server-level access logs
You can disable cookies in your browser settings if you wish. Disabling cookies will not affect your ability to use our services.
7. How long we keep your information
We keep your information only for as long as needed:
- Job records, quotes, invoices, and Compliance Certificates: 7 years (ATO record-keeping rule)
- NSW Home Building Compensation Fund warranty records: 7 years from completion
- Gas fitting Compliance Certificates: at least 5 years per NSW Fair Trading
- Marketing email subscribers: until you unsubscribe
- Contact form enquiries that did not become customers: 12 months
After these periods we securely destroy or de-identify the information.
8. Your rights
Under the Australian Privacy Principles you have the right to:
- Request access to the personal information we hold about you
- Request correction of inaccurate or out-of-date information
- Request that we stop sending you marketing communications (we don't currently send any)
- Make a complaint about how we have handled your information
To exercise any of these rights, email hello@plumberthon.com.au or phone 0448 430 861. We will respond within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
9. Changes to this policy
We may update this policy from time to time. The current version is always published at plumberthon.com.au/privacy and the "Last updated" date at the top will reflect any changes.
10. Contact us
Questions about this policy or how we handle your information:
- Phone: 0448 430 861
- Email: hello@plumberthon.com.au
- Post: Plumberthon Pty Ltd, Caringbah NSW 2229
- ABN: 62 685 591 879
- ACN: 685 591 879
