Privacy Policy
Privacy Policy
Effective Date: 22 September 2026
The Plumbing & Electrical Doctor and its related bodies corporate respect the privacy of personal information.
This Privacy Policy explains how The Plumbing & Electrical Doctor collects, holds, uses, discloses, protects and manages personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
It also explains how we handle personal information used for direct marketing, including email and SMS communications.
1. Scope
References in this Privacy Policy to “The Plumbing & Electrical Doctor”, “we”, “us” or “our” include The Plumbing & Electrical Doctor and its related bodies corporate.
This Privacy Policy applies to personal information handled by:
- employees of The Plumbing & Electrical Doctor;
- contractors and service providers acting on our behalf; and
- other third parties where they handle personal information for or on behalf of The Plumbing & Electrical Doctor.
We are committed to managing personal information in an open and transparent manner.
2. What Personal Information We Collect
The types of personal information we may collect depend on how an individual interacts with us.
Personal information may include:
- name;
- residential, postal or service address;
- phone and mobile number;
- email address;
- information about goods or services requested, ordered or supplied;
- booking and appointment
- information;
- information provided through enquiries, quote requests or service requests;
- records of communications with us;
- payment and financial information;
- credit card or payment transaction information where applicable;
- customer service information;
- marketing and communication preferences;
- records of consent to receive marketing communications;
- records of unsubscribe or opt-out requests;
- information provided through promotions, competitions, forms, surveys or feedback;
- website usage and technical information where applicable.
We only collect personal information that is reasonably necessary for, or directly related to, our business activities, including the marketing, sale and provision of plumbing, electrical, hot water and related trade services.
3. How We Collect Personal Information
We may collect personal information when individuals:
- contact us by telephone, email or SMS;
- use our website;
- submit an enquiry or quote request;
- book or receive a service;
- communicate with our staff or technicians;
- subscribe to marketing communications;
- complete a form;
- participate in a promotion or survey;
- make a payment;
- provide feedback; or
- otherwise interact with our business.
Where practicable, we collect personal information directly from the individual.
In some circumstances, we may collect personal information from another person or organisation where this is permitted by law or where direct collection is unreasonable or impracticable.
Examples may include information received through:
- authorised representatives;
- referral partners;
- contractors;
- third-party booking or marketing platforms; or
- other service providers assisting us with our business operations.
4. Sensitive Information
The Plumbing & Electrical Doctor does not generally collect sensitive information such as information about an individual’s:
- race or ethnicity;
- political opinions;
- religious beliefs;
- professional or trade
- union membership;
- sexual orientation;
- criminal record; or
- health information.
If sensitive information is reasonably necessary for our business activities and is required to be collected, we will handle it in accordance with applicable Australian privacy requirements and obtain consent where required.
5. Information Provided at the Time of Collection
When we collect personal information, we will take reasonable steps to provide individuals with information required under applicable Australian privacy laws.
This may include information about:
- who we are;
- why the information is being collected;
- how the information may be used or disclosed;
- whether the information may be disclosed overseas;
- how to access or correct personal information;
- how to make a complaint; and
- where this Privacy Policy can be accessed.
We may provide this information directly or by referring individuals to this Privacy Policy.
6. How We Use Personal Information
We may use personal information for purposes including:
- providing plumbing, electrical, hot water and related services;
- responding to enquiries;
- providing quotes;
- scheduling and managing appointments;
- communicating about services or bookings;
- processing transactions and payments;
- issuing invoices;
- providing customer support;
- maintaining customer and service records;
- improving our products, services and customer experience;
- administering our website and online services;
- analysing business and marketing performance;
- managing complaints;
- detecting and preventing fraud or misuse;
- meeting legal, regulatory, insurance or contractual obligations;
- conducting direct marketing where permitted; and
- other purposes that are reasonably related to the purpose for which the information was collected.
We will not use or disclose personal information for an unrelated purpose unless permitted or required by law or the individual has provided appropriate consent.
7. Direct Marketing
The Plumbing & Electrical Doctor may use personal information to communicate directly with customers and prospective customers about our services, offers and promotions where permitted by applicable Australian law.
Direct marketing may include communications by:
- email;
- SMS or text message;
- telephone;
- post; or
- other electronic communications.
We may send information about:
- plumbing services;
- electrical services;
- hot water services;
- technician availability;
- service reminders;
- seasonal offers;
- promotions;
- special offers; and
- other services that may be relevant to the recipient.
We will provide individuals with a simple means to opt out of receiving direct marketing communications.
Where an individual asks us to stop sending direct marketing communications, we will take reasonable steps to comply with that request.
OAIC guidance notes that organisations engaging in direct marketing must provide a simple means to opt out and comply with valid opt-out requests. (OAIC)
8. Email and SMS Marketing
Where required, The Plumbing & Electrical Doctor will obtain appropriate consent before sending commercial electronic messages such as email or SMS marketing.
Australian spam requirements generally require a business sending marketing messages to:
- have consent from the recipient;
- clearly identify the sender;
- provide contact information; and
- provide a clear and functional means to unsubscribe. (ACMA)
Consent may be express or, in limited circumstances, may be inferred where permitted by law based on the nature of the relationship and the circumstances in which the contact information was provided.
Where express consent is obtained, we may keep records of:
- when consent was provided;
- how consent was provided;
- the contact details covered by the consent; and
- subsequent changes to the individual’s marketing preferences.
Providing a telephone number or email address does not necessarily mean an individual has agreed to receive all forms of marketing communication.
9. SMS Marketing
Where an individual is eligible to receive SMS marketing, The Plumbing & Electrical Doctor may send SMS messages relating to:
- technician availability;
- service reminders;
- plumbing or electrical services;
- promotions;
- special offers; or
- other relevant service information.
SMS recipients can opt out at any time by following the unsubscribe instructions provided in the message.
Where instructed, recipients may be able to unsubscribe by replying:
STOP
We may also accept unsubscribe requests made through other reasonable channels, including by contacting us directly.
Once an opt-out request is received, we will handle it in accordance with applicable Australian requirements.
ACMA states that unsubscribe mechanisms for commercial electronic messages must be easy to use and that valid unsubscribe requests must be honoured. (ACMA)
Opting out of marketing communications does not prevent us from contacting a customer about:
- an existing booking;
- a service currently being performed;
- an invoice or payment;
- safety information;
- an emergency service matter; or
- another non-promotional communication reasonably connected with an existing transaction or service.
10. Third-Party Service Providers
We may engage third-party service providers to assist with our business operations.
These providers may assist with:
- website hosting;
- cloud storage;
- customer relationship management;
- booking systems;
- email marketing;
- SMS marketing;
- data analytics;
- payment processing;
- advertising;
- IT support;
- accounting;
- customer communications; and
- other business functions.
Where necessary, we may provide personal information to these providers so they can perform services on our behalf.
We require service providers to handle personal information appropriately and in accordance with applicable privacy and security requirements.
11. Mailchimp and Marketing Platforms
We may use third-party marketing platforms, including Mailchimp, to manage email and SMS communications.
Information processed through these platforms may include:
- name;
- email address;
- mobile number;
- marketing subscription status;
- communication preferences;
- campaign interaction information;
- consent information; and
- unsubscribe records.
Use of these services may result in personal information being processed or stored using infrastructure located outside Australia.
12. Overseas Disclosure of Personal Information
Some of the technology providers and service providers we use may operate or store information outside Australia.
As a result, personal information may be disclosed to, accessed by or processed by overseas recipients.
These providers may include organisations providing:
- cloud hosting;
- data storage;
- communications services;
- SMS and email marketing;
- analytics;
- advertising;
- customer management systems;
- payment processing; and
- other technology services.
Where practicable, we will identify countries in which overseas recipients are likely to be located.
Before disclosing personal information overseas, where required, we will take reasonable steps to ensure that the overseas recipient handles the information consistently with applicable Australian privacy requirements.
APP 8 requires covered organisations to take reasonable steps in relation to overseas disclosures, subject to specified exceptions. APP privacy policies should also state whether overseas disclosures are likely and, where practicable, identify the relevant countries. (OAIC)
13. Security of Personal Information
The Plumbing & Electrical Doctor takes reasonable steps to protect personal information from:
- misuse;
- interference;
- loss;
- unauthorised access;
- unauthorised
- modification; and
- unauthorised disclosure.
Security measures may include:
- password protection;
- access controls;
- secure systems;
- reputable technology providers;
- staff access restrictions;
- security procedures; and
- other reasonable safeguards appropriate to the information being held.
Where external service providers handle personal information on our behalf, we expect them to maintain appropriate security safeguards.
When personal information is no longer required and there is no legal requirement to retain it, we will take reasonable steps to securely destroy or de-identify it.
14. Retention of Personal Information
We retain personal information for as long as reasonably necessary for the purpose for which it was collected and for legitimate business, legal, accounting, regulatory or insurance purposes.
We may retain certain information after an individual unsubscribes from marketing communications where necessary to maintain an opt-out or suppression record and prevent that individual from inadvertently receiving future marketing communications.
15. Quality of Personal Information
We take reasonable steps to ensure that personal information we collect, use or disclose is:
- accurate;
- up to date;
- complete; and
- relevant to the purpose for which it is being used.
Individuals are encouraged to contact us if their personal information changes or if they believe the information we hold is incorrect.
16. Access to Personal Information
Individuals may request access to personal information that we hold about them.
Requests should be made using the contact details contained in this Privacy Policy.
We may require reasonable verification of identity before providing access.
In certain circumstances, applicable law may permit or require us to refuse access.
Where access is refused, we will provide an explanation where required.
17. Correction of Personal Information
Individuals may request correction of personal information if they believe that the information we hold is:
- inaccurate;
- incomplete;
- out of date;
- irrelevant; or
- misleading.
We will take reasonable steps to correct personal information where appropriate.
18. Anonymity and Pseudonyms
Where practicable and permitted by law, individuals may have the option of dealing with us anonymously or using a pseudonym.
However, it will generally be impracticable for us to provide plumbing, electrical or related trade services without obtaining information such as the customer’s name, address and contact details.
19. Website and Cookies
When individuals visit The Plumbing & Electrical Doctor website, we may automatically collect certain technical information, including:
- browser type;
- device type;
- operating system;
- IP address;
- referring website;
- pages viewed;
- time spent on the website; and
- other website interaction information.
We may use this information to:
- operate our website;
- understand website usage;
- improve user experience;
- analyse website performance;
- measure marketing effectiveness; and
- improve our services.
We may use cookies and similar technologies to support these activities.
Individuals can usually manage or disable cookies through their browser settings.
Our website may contain links to third-party websites that we do not own or control.
We are not responsible for the privacy practices of those third-party websites.
20. Payment Information
Where customers make payments for our services, payment information may be processed by banks, financial institutions or third-party payment processors.
We may not directly store complete payment card details where these are processed through a third-party payment provider.
The handling of payment information by those providers may also be governed by their own privacy and security policies.
21. Privacy Complaints
If an individual has a concern or complaint regarding our handling of personal information, they should contact our Privacy Officer.
To allow us to properly investigate, complaints should preferably be made in writing and include sufficient information about the concern.
We will investigate privacy complaints and respond within a reasonable timeframe.
If an individual is not satisfied with our response and the matter falls within the jurisdiction of the Privacy Act, they may be entitled to contact the Office of the Australian Information Commissioner (OAIC)
22. Contact Details
Privacy enquiries, access requests, correction requests, complaints and marketing opt-out requests can be directed to:
Privacy Officer
The Plumbing & Electrical Doctor
Phone: (02) 4040 9188
Post:
Attn: Privacy Officer
The Plumbing & Electrical Doctor
PO Box 2296
Gateshead NSW 2290
Australia
Email: contact@plumbingandelectrical.net.au
23. Availability of This Privacy Policy
This Privacy Policy is publicly available free of charge through The Plumbing & Electrical Doctor website.
A copy may also be provided upon request.
APP 1 requires covered entities to maintain a clearly expressed and up-to-date privacy policy and make it reasonably available free of charge. (OAIC)
24. Changes to This Privacy Policy
The Plumbing & Electrical Doctor may update this Privacy Policy from time to time to reflect:
- changes to our business;
- changes to our services;
- changes to our personal information handling practices;
- changes to technology or service providers; or
- changes to applicable legal or regulatory requirements.
The most current version will be published on our website.
Where appropriate, we may notify individuals of material changes.
25. Implementation and Compliance
The Plumbing & Electrical Doctor maintains practices, procedures and systems designed to support compliance with applicable Australian privacy requirements and this Privacy Policy.
We periodically review our privacy practices and update them where appropriate.
Annexure A – Australian Privacy Principles
The Australian Privacy Principles contained in the Privacy Act provide standards for the handling of personal information.
They include:
Australian Privacy Principle 1 – Open and transparent management of personal information
Australian Privacy Principle 2 – Anonymity and pseudonymity
Australian Privacy Principle 3 – Collection of solicited personal information
Australian Privacy Principle 4 – Dealing with unsolicited personal information
Australian Privacy Principle 5 – Notification of the collection of personal information
Australian Privacy Principle 6 – Use or disclosure of personal information
Australian Privacy Principle 7 – Direct marketing
Australian Privacy Principle 8 – Cross-border disclosure of personal information
Australian Privacy Principle 9 – Adoption, use or disclosure of government-related identifiers
Australian Privacy Principle 10 – Quality of personal information
Australian Privacy Principle 11 – Security of personal information
Australian Privacy Principle 12 – Access to personal information
Australian Privacy Principle 13 – Correction of personal information
Further information about the Australian Privacy Principles is available from the Office of the Australian Information Commissioner (OAIC). (OAIC)