Privacy Policy

Drain Masters Plumbing (“we”, “us”, “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and store your personal information when you visit drainmastersplumbing.com.au (the “Website”), contact us, or use our services.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1) What personal information we collect

We may collect personal information that you provide to us directly, including:

• Name

• Email address

• Phone number

• Suburb/address or service location

• Details of your enquiry (including information you enter into forms or provide over the phone)

• Photos or other information you send us to help diagnose a plumbing issue

• Preferred appointment times and access notes

We may also collect technical and usage information when you use our Website, such as:

• IP address and approximate location (e.g., suburb/city)

• Device and browser type

• Pages viewed, time spent on site, and referring pages

• Interactions with ads (where applicable)

2) How we collect personal information

We collect personal information in a number of ways, including when you:

• Submit an enquiry form on our Website

• Call, SMS, email, or message us (including via social media)

• Request a quote or book a service

• Engage with our ads and marketing (where tracking is enabled)

• Browse our Website (via cookies and similar technologies)

3) Why we collect, use, and disclose personal information

We collect and use your personal information to:

• Respond to enquiries and provide quotes

• Book and deliver plumbing services

• Communicate with you about appointments, updates, and service outcomes

• Improve our Website, services, and customer experience

• Manage internal administration, invoicing, and record keeping

• Comply with legal and regulatory obligations

• Market our services (see “Marketing” below)

We may disclose your personal information to third parties where necessary to provide our services and operate our business, including:

• Our staff, contractors, and technicians

• Service providers (e.g., website hosting, email providers, phone systems, booking software, CRM platforms)

• Payment providers (if applicable)

• Professional advisers (e.g., accountants, insurers, legal advisers)

• Government agencies or regulators if required by law

We do not sell your personal information.

4) Cookies, analytics, and advertising

Our Website may use cookies and similar technologies to help us:

• Remember preferences

• Understand how visitors use the Website

• Measure the effectiveness of marketing and advertising

We may use analytics and advertising tools (for example, Google Analytics and Google Ads) to measure traffic and conversions. These tools may collect information such as your IP address, device information, and browsing behaviour on our Website.

You can manage cookies in your browser settings and may be able to opt out of certain advertising features through your Google ad settings or similar tools offered by third parties.

5) Marketing communications

We may contact you with information about our services where you have:

• Requested information from us, or

• Provided your contact details in connection with our services, and you would reasonably expect such communications.

You can opt out at any time by contacting us using the details below or by using the unsubscribe option (if provided).

6) How we store and protect your personal information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Measures may include:

• Access controls and staff confidentiality practices

• Reputable hosting and service providers

• Secure devices and account protections

No method of transmission over the internet is completely secure, but we work to maintain appropriate safeguards.

7) How long we keep personal information

We keep personal information only as long as necessary to provide services, manage business operations, and meet legal, accounting, or regulatory requirements. When no longer required, we take reasonable steps to delete or de-identify it.

8) Accessing and correcting your personal information

You may request access to the personal information we hold about you and request corrections if it is inaccurate, out of date, incomplete, irrelevant, or misleading.

To make a request, contact us using the details below. We may need to verify your identity before processing the request.

9) Overseas disclosure

Some of our third-party providers (such as website hosting, analytics, email, or CRM services) may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled in a manner consistent with Australian privacy requirements.

10) Third-party links

Our Website may include links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies.

11) Complaints

If you have a privacy concern or complaint, please contact us first and we will try to resolve it promptly.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

12) Changes to this Privacy Policy

We may update this Privacy Policy from time to time by publishing the updated version on this page. The updated policy will apply from the effective date shown at the top.

13) Contact us

For privacy enquiries, access/correction requests, or complaints, contact:

Drain Masters Plumbing
Website: drainmastersplumbing.com.au
Email: matty@drainmastersplumbing.com.au
Phone: 0447 188 394