Privacy Policy

This privacy policy applies to Help Plumbing Pty Ltd (ABN 76 682 841 096), trading as Help Plumbing. Our registered office is 17–25 William Street, Earlwood NSW 2206. We hold NSW Plumbing Licence 489072C and provide plumbing services across the Sydney metropolitan area.

We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth) and any applicable state-based legislation. This policy explains how we collect, hold, use, disclose, and protect personal information.

The personal information we collect from you typically includes:

• Contact details — your name, phone number, email address, and the suburb where the work is required, when you submit a quote request through our website or call us directly.
• Service details — the type of plumbing work you need, photos or descriptions you provide, urgency, and any access notes.
• Job and invoicing records — addresses where work was performed, dates, scope of work, materials used, and amounts invoiced or paid.
• Communications — messages, emails, and call notes we exchange about your enquiry or job.
• Website usage data — IP address, browser type, device type, pages viewed, time on page, referrer URL, and similar technical information collected automatically when you visit our website (see "Cookies and analytics" below).

We collect information directly from you when you fill in our quote-request form, call us, email us, or speak with one of our plumbers in person. We also collect information automatically through cookies and analytics tools when you browse our website.

From time to time we may receive personal information about you from third parties — for example, if you are referred to us by a real-estate agent, strata manager, or insurer.

We use the information we collect to:

• Respond to your enquiry, prepare quotes, and schedule plumbing work.
• Communicate with you about your job — confirmations, follow-up questions, arrival ETAs, and invoicing.
• Send you receipts, warranty information, and (where required by law) notices about your job.
• Improve our website, service offering, and customer experience.
• Comply with our legal obligations, including record-keeping under the NSW Home Building Act 1989 and tax law.

We will not use your information for direct marketing without your prior consent, and you can opt out of any non-essential communications at any time by replying "unsubscribe" or contacting us using the details below.

Our website uses Google Tag Manager, Google Analytics, and (where deployed) Meta Pixel to understand how visitors use the site. These tools place small text files (cookies) on your device that record anonymised usage information such as which pages you visit and how long you spend on each.

You can disable cookies via your browser settings. Doing so will not stop you from using our website but may limit some functionality.

We do not sell your personal information. We may share it with:

• Service providers who help us operate our business — for example, our accounting software, scheduling tools, form-handling provider (Netlify Forms), email hosting, and analytics providers (Google, Meta).
• Suppliers when we need to source specific parts or materials for your job.
• Subcontractors we may engage to assist on your job, who are bound to handle your information confidentially.
• Government authorities where disclosure is required by law (e.g. NSW Fair Trading, Australian Taxation Office).
• Insurers where a job involves an insurance claim and you have authorised us to liaise with them.

Some of these providers may store data outside Australia (for example, Google data centres in the United States or Asia). Where this occurs, we take reasonable steps to ensure overseas recipients comply with the Australian Privacy Principles or equivalent privacy obligations.

We hold personal information in a combination of secure cloud-based systems and our internal records. We take reasonable steps to protect your information from misuse, loss, unauthorised access, modification, and disclosure — including password protection on accounts, restricted staff access, and encryption in transit (HTTPS) on our website.

We retain personal information only for as long as we need it to provide our services and to comply with our legal record-keeping obligations. When information is no longer required, we securely delete or de-identify it.

Under the Privacy Act 1988, you have the right to:

• Access the personal information we hold about you.
• Request correction of any information that is inaccurate, out of date, or incomplete.
• Request that we delete your personal information, subject to our legal record-keeping obligations.
• Make a complaint about how we have handled your personal information.

To exercise any of these rights, contact us using the details in section 11. We will respond within a reasonable period, generally within 30 days.

Our services are aimed at adults arranging plumbing work for a residential, strata, or commercial property. We do not knowingly collect personal information directly from children under 16. If you believe a child has provided us with personal information, please contact us so we can remove it.

We may update this privacy policy from time to time. The most recent version will always be available on this page, with the "Last updated" date at the top reflecting any changes.

If you have a question about this policy, want to access or correct your personal information, or wish to make a privacy complaint, please contact us:

• Phone: (02) 9538 7878
• Email: info@helpplumbing.com.au
• Post: Help Plumbing Pty Ltd, 17–25 William Street, Earlwood NSW 2206

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Call Now — (02) 9538 7878