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Policies

Privacy Policy

Adelaide Expert Plumbing & Gas Pty Ltd
ABN: 90 678 972 248
ACN: 678 972 248

Effective Date: 3 November 2025

1. Introduction

Adelaide Expert Plumbing & Gas Pty Ltd (referred to as “Adelaide Expert Plumbing & Gas”, “we”, “us”, or “our”) is committed to protecting the privacy of our customers and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By engaging our services or using our website, you consent to the collection and use of your information as described in this Privacy Policy.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

  • Full name
  • Residential or business address
  • Email address
  • Phone numbers (mobile and landline)
  • Service address details
  • Payment information (credit card details, bank account details)
  • Driver’s licence number (where required for identity verification)
  • Date of birth (where required for credit applications)
  • Employment details (for commercial accounts)

2.2 Service Information

  • Details of plumbing, gas, or related services requested
  • Service history and maintenance records
  • Property access instructions
  • Photographs of work sites (before and after service)
  • Equipment serial numbers and warranty information

2.3 Technical Information

When you visit our website, we automatically collect:

  • IP address
  • Browser type and version
  • Device information
  • Pages visited and time spent
  • Referring website
  • Location data (general geographic location)

3. How We Collect Information

We collect personal information through:

  • Direct interactions when you request a quote or service
  • Our website contact forms
  • Phone calls and email communications
  • Service agreements and contracts
  • Third-party payment platforms (such as Humm)
  • Marketing and advertising platforms (such as Google Ads)
  • Trade suppliers and partners
  • Publicly available sources

4. Purpose of Collection and Use

We collect and use your personal information to:

  • Provide plumbing, gas fitting, and related services
  • Process payments and manage accounts
  • Schedule appointments and service calls
  • Maintain service records and warranties
  • Comply with regulatory requirements and licensing obligations
  • Send service reminders and maintenance notifications
  • Respond to enquiries and complaints
  • Improve our services and customer experience
  • Market our services (with your consent)
  • Assess creditworthiness for payment plans
  • Manage insurance claims and warranties

5. Disclosure of Information

We may disclose your personal information to:

  • Our employees and contractors who need access to provide services
  • Payment processors and financial institutions
  • Third-party finance providers (such as Humm)
  • Insurance companies for warranty and claims purposes
  • Suppliers and manufacturers for warranty claims
  • Professional advisers (lawyers, accountants, auditors)
  • Government agencies and regulators as required by law
  • Marketing service providers (with your consent)
  • Debt collection agencies (if necessary)

We will not sell, rent, or trade your personal information to third parties for their marketing purposes without your explicit consent.

6. Marketing Communications

6.1 Direct Marketing

With your consent, we may use your personal information to send you:

  • Service reminders and maintenance alerts
  • Special offers and promotions
  • Educational content about plumbing and gas safety
  • Company updates and newsletters

6.2 Opting Out

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

6.3 Online Advertising

We use platforms like Google Ads to display advertisements. These platforms may use cookies and similar technologies to show you relevant ads based on your browsing behaviour. You can manage your ad preferences through your Google account settings.

7. Data Security

We implement appropriate technical and organisational measures to protect your personal information against:

  • Unauthorised access or disclosure
  • Loss, misuse, or alteration
  • Unlawful destruction

Security measures include:

  • SSL encryption for data transmission
  • Secure data storage systems
  • Regular security assessments
  • Staff training on privacy and data protection
  • Restricted access to personal information
  • Secure disposal of records

8. Third-Party Services

8.1 Payment Platforms

We use third-party payment services including Humm for financing options. When you use these services, you will be subject to their privacy policies and terms of service. We recommend reviewing their policies before providing any information.

8.2 Website Analytics

We use analytics tools to understand website usage and improve our services. These tools may collect anonymised data about your visit.

9. Data Retention

We retain personal information for as long as necessary to:

  • Provide our services
  • Comply with legal obligations (typically 7 years for financial records)
  • Resolve disputes and enforce agreements
  • Maintain warranty and service records

When personal information is no longer required, we will securely destroy or de-identify it.

10. Your Rights

Under Australian privacy law, you have the right to:

  • Access your personal information
  • Correct inaccurate or incomplete information
  • Request deletion of your information (subject to legal requirements)
  • Object to certain uses of your information
  • Lodge a complaint about our handling of your information

11. Access and Correction

To request access to or correction of your personal information:

We will respond to your request within 30 days. We may charge a reasonable fee for providing access to extensive records.

12. Cookies Policy

Our website uses cookies to:

  • Remember your preferences
  • Analyse website traffic
  • Improve user experience
  • Enable certain website functions

You can control cookies through your browser settings. Disabling cookies may affect website functionality.

13. Children’s Privacy

Our services are not directed to children under 18 years of age. We do not knowingly collect personal information from children without parental consent.

14. International Data Transfers

We generally store data within Australia. If we need to transfer data overseas (such as for cloud storage), we will ensure appropriate safeguards are in place to protect your information in accordance with Australian privacy laws.

15. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website with an updated effective date. We encourage you to review this policy periodically.

16. Complaints Process

If you have concerns about our handling of your personal information:

  1. Contact us first via our contact form or call (08) 8152 9100
  2. We will investigate and respond within 30 days
  3. If you are not satisfied with our response, you may contact:
    • Office of the Australian Information Commissioner (OAIC)
    • Phone: 1300 363 992
    • Website: www.oaic.gov.au

17. Contact Us

For any questions or concerns about this Privacy Policy or our privacy practices, please contact us:

Adelaide Expert Plumbing & Gas Pty Ltd
Phone: (08) 8152 9100
Website: Contact Form
ABN: 90 678 972 248

This Privacy Policy was last updated on 3 November 2025.