Privacy Policy

1. Our commitment

Proximity Plumbing ("Proximity", "we", "us", "our") respects your privacy. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what personal information we collect, how we use and protect it, and how you can access or correct it.

It applies to our website (proximityplumbing.com.au), our online booking and quoting tools, our phone lines, our field team, and any other way you deal with us.

2. What we collect

Depending on how you interact with us, we may collect:

Contact and identity details: your name, phone number, email address, service address, postal address and, for strata or property-management jobs, the building name, lot number and your role (owner, tenant, strata manager, property manager, building manager).

Job information: the plumbing issue you report, our diagnosis, quotes, photos and videos of the work area, the work we perform, materials installed (including model and serial numbers), compliance certificates, site reports and warranty records.

Payment information: billing details and transaction records. Card payments are processed by our payment provider; we do not store full card numbers on our own systems.

Communications: emails, SMS, web-form submissions, chat messages and recordings of phone calls to and from our office and call-tracking numbers (see section 5).

Website and device data: IP address, browser type, device identifiers, pages visited, referring site, and the data described in our Cookie Policy.

Property access information: keys, codes or access instructions you provide so we can attend the property.

We do not usually need sensitive information (such as health information). If you tell us something sensitive, for example that a household member has a medical condition relevant to how we attend, we record only what is needed to do the job safely and keep it confidential.

3. How we collect it

Directly from you when you call, book online, request a quote, email us, speak with our plumbers on site or leave a review. From strata managers, property managers, real estate agents, builders and insurers who engage us on your behalf. Automatically through our website, call-tracking platform and job-management software.

If you give us personal information about someone else (for example a tenant or a family member), you confirm you have their permission to do so.

4. Why we use it

We collect, hold and use personal information to:

• respond to enquiries, quote, book and perform plumbing, drainage, gas and hot-water work;
• call you 30 minutes before arrival and keep you informed on the day;
• invoice, process payments and recover amounts owing;
• lodge Notices of Work, Certificates of Compliance and other regulatory filings with Building Commission NSW / NSW Fair Trading, Sydney Water and manufacturers;
• honour our Lifetime Labour Warranty and manage callbacks and manufacturer warranties;
• send same-day site reports to strata and property managers;
• ask for feedback and Google reviews after a job;
• send service reminders, maintenance offers and news (you can opt out at any time; see section 9);
• manage complaints, disputes, insurance claims and legal matters;
• keep our team and customers safe, and meet our work health and safety obligations;
• improve our services, website and marketing.

5. Call recording and call tracking

Calls to and from Proximity may be recorded for quality, training, dispute resolution and compliance purposes. You will hear a notice at the start of inbound calls. Our call-tracking provider (Wildjar) uses dynamic phone numbers on our website so we can see which advertising brought you to us; this links your call to the channel you came from, not to your browsing history on other sites.

6. Who we share it with

We share personal information only where necessary to run the business, and only with:

• Service providers: job-management, scheduling and invoicing platforms (ServiceM8 / ServiceTitan), accounting software, payment processors, SMS and email providers, call-tracking, cloud storage and IT support;
• Suppliers and manufacturers: for parts orders, warranty registration and warranty claims;
• Subcontractors and specialist trades: where a job requires them, under confidentiality obligations;
• Strata managers, property managers, agents, builders and insurers who engaged us on your behalf;
• Regulators and authorities: Building Commission NSW, NSW Fair Trading, Sydney Water, SafeWork NSW and others where the law requires;
• Our insurers, lawyers, accountants and debt-recovery agents where needed;
• Marketing and analytics platforms (Google, Meta) in de-identified or hashed form (see our Cookie Policy).

We do not sell personal information.

Some of our service providers store data overseas (commonly the United States, Singapore and the European Union). Before disclosing information overseas we take reasonable steps to ensure the recipient handles it in a way consistent with the APPs.

7. How we protect it

Personal information is stored in secured, access-controlled business systems. Our team uses company-managed devices with multi-factor authentication and a company password manager; staff are prohibited from keeping customer information on personal phones, personal email or personal messaging apps. We train every employee in privacy and cybersecurity and audit access.

No system is completely secure. If we become aware of a data breach likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

8. How long we keep it

We keep job records, photos, compliance certificates and invoices for at least seven years, and for longer where needed to honour our Lifetime Labour Warranty, meet Home Building Act 1989 (NSW) statutory-warranty periods, or defend a legal claim. Call recordings are typically kept for 12 months. When information is no longer needed we destroy or de-identify it securely.

9. Marketing and opting out

We may send you service reminders and marketing by email or SMS if you are a customer or have asked to hear from us. Every message includes an unsubscribe option, or you can email us (section 12) and we will stop within five business days. Opting out of marketing does not stop transactional messages about a job you have booked.

10. Access and correction

You may ask to see the personal information we hold about you or ask us to correct it. We will respond within 30 days. We may need to verify your identity, and in limited circumstances (for example where disclosure would reveal another person's information or is subject to legal privilege) we may decline and will tell you why. There is no charge for a reasonable request.

11. Children

Our services are provided to adults. We do not knowingly collect personal information from anyone under 18, other than incidentally (for example a child present on site). Our plumbers are never alone with a child or vulnerable person without a responsible adult present.

12. Contact us and complaints

Privacy Officer
Proximity Plumbing Pty Ltd
229 Bronte Road, Waverley NSW 2024
Email: admin@proximityplumbing.com.au
Phone: (02) 9388 7292

If you believe we have mishandled your personal information, contact us first and we will investigate and respond in writing within 30 days (see also our Complaints Policy). If you are not satisfied, you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au or 1300 363 992.

13. Changes to this policy

We review this policy at least annually and update it when our practices or the law change. The current version is always published at proximityplumbing.com.au/privacy-policy/. Continued use of our services after a change indicates your acceptance of the updated policy.