Privacy Policy

Privacy Policy – Whywait Plumbing Pty Ltd
Last updated: 7 December 2025

1. About this policy

This Privacy Policy explains how Whywait Plumbing Pty Ltd A.C.N. 071 242 825 (referred to as Whywait Plumbing, we, our or us) collects, uses, discloses and protects your personal information.

We are a plumbing services business based on the Gold Coast, Queensland. We handle personal information in the course of operating our website, taking bookings, providing plumbing services, and managing our customer and supplier relationships.

Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) apply to us, we manage personal information in line with those requirements. Even where they may not strictly apply, we aim to follow them as good practice.

This policy covers personal information we collect:

• through our website at whywait.com.au (Website)
• by phone, email, SMS or social media
• in person at your property or our premises
• through meetings (in person or online)
• through any other interaction you have with us.

By using our Website, contacting us or engaging us to provide services, you agree to this Privacy Policy.

2. What personal information do we collect

The types of personal information we collect will depend on how you interact with us. Common examples include:

• Contact details – name, postal address, service address, email address, phone number
• Job details – property address, type of plumbing work required, details of your plumbing system, fixtures and any issues reported
• Photos and videos from jobs – images or videos taken by us (or provided by you) of the property, plumbing installations, defects, damage or repair work
• CCTV footage at our premises – images and video captured by CCTV cameras at our office and any other monitored areas we control
• Call recordings – audio recordings of some phone calls with you (for example, for training, quality assurance and dispute resolution); where calls are recorded, we will let you know by a recorded or spoken notice
• Meeting recordings and transcripts – audio (and, where applicable, video) recordings of some meetings or conversations with you (in person, online or by phone), together with text transcripts, summaries and notes generated from those recordings, including those created using AI-powered transcription tools
• Water usage or monitoring data – data about water usage or related readings we collect or receive in connection with providing our services to you (for example, from meters, monitoring equipment or smart devices associated with your property)
• Billing and payment details – invoice details, payment method information and related transaction records (where we use a third-party payment processor, we typically do not store your full card details)
• Communication records – emails, SMS, messages, call notes, meeting notes, feedback and complaints
• Website and usage information – IP address, browser type, device type, pages visited, time spent on pages, referring websites and other analytics data collected via cookies and similar technologies
• Marketing preferences – your preferences about receiving marketing or promotional communications from us.

You can interact with us without identifying yourself or by using a pseudonym (for example, when making a general enquiry). However, if you choose to remain anonymous or use a pseudonym for some interactions, we may not be able to provide some services.

We do not intentionally collect sensitive information such as your:

• racial or ethnic origin
• political opinions or memberships
• religious or philosophical beliefs
• health or sexuality information
• trade union memberships
• criminal record.

If you voluntarily provide sensitive information to us, we will handle it in accordance with this policy and applicable law.

3. How we collect personal information

We may collect personal information in several ways, including:

• Directly from you
  • when you contact us by phone, email, SMS, social media or through our Website
  • when you request a quote or book a job
  • when we attend your property, and you provide details or show us issues
  • when you complete forms, surveys or respond to feedback requests.
• Automatically, when you use our Website
  • via cookies and similar technologies
  • via analytics tools that track how the Website is used.
• Through CCTV at our premises
  • via CCTV cameras operating at our office and any other monitored areas we control, for security, safety and loss-prevention purposes.
• Through call recording systems
  • via systems that record some calls to or from our office for training, quality assurance, record-keeping, and dispute resolution. Where calls are recorded, we will notify you by a recorded or spoken notice at the start of the call.
• Through meeting recording and transcription tools
  • By recording some meetings or conversations (in person, online or by phone) and using AI-powered tools to create transcripts, summaries and notes. These tools may be provided by third parties (for example, AI note-taking or voice recorder services), which process the audio and text on our behalf.
  • We generally use these recordings and transcripts for our own internal purposes, such as maintaining accurate records of discussions, decisions, and agreed-upon actions, as well as for training and quality assurance.
  • Where required by law or where it is reasonable in the circumstances, we will inform participants that recording and/or transcription are taking place.
• From water usage or monitoring equipment
  • via meters, monitoring devices or smart equipment installed at or associated with your property, or via data shared with us by you or third parties in connection with our services.
• From third parties, where permitted
  • from property managers, landlords, body corporates or builders who engage us to work on your property
  • from service partners or contractors we work with
  • from publicly available sources where reasonable (for example, verifying property details).

We only collect personal information by lawful and fair means and, where reasonable and practicable, directly from you.

4. Why we collect, use and disclose personal information

We collect, use and disclose personal information for purposes including:

• Providing our services
  • to respond to enquiries, provide quotes and book jobs
  • to attend and complete plumbing work at your property
  • to monitor and analyse water usage or related data, where this is part of the services we provide to you
  • to manage warranties, certificates, service records and compliance documentation.
• Running and improving our business
  • scheduling and dispatching jobs
  • managing staff, contractors and service partners
  • maintaining our records, accounts and billing systems
  • analysing how customers use our Website and services so we can improve them.
• Safety, security and loss prevention
  • using CCTV footage to help secure our premises, protect people and property, deter and investigate theft or other incidents and manage safety at our sites
  • using call recordings, meeting recordings, transcripts and other records to help resolve disputes, verify instructions and investigate incidents.
• Training, quality and customer experience
  • using call recordings, meeting recordings and transcripts to keep accurate records of discussions, decisions and agreed actions
  • using these records for staff training, quality assurance and improving how we communicate and deliver our services.
• Marketing and communication
  • sending service reminders or helpful information about plumbing, safety and water efficiency
  • providing updates about our services, offers or promotions (subject to your marketing preferences).
• Legal, regulatory and risk management
  • complying with our legal obligations (for example, record-keeping, tax and workplace laws)
  • responding to complaints, disputes or investigations
  • managing actual or potential claims, including liaising with insurers and professional advisors
  • assisting law enforcement or regulatory bodies where we are required or authorised to do so (which may include providing relevant CCTV footage, call recordings, or other records).

We will generally only use or disclose your personal information for the primary purposes described above, or for related purposes that you would expect. If we want to use your information for a purpose that is not reasonably related to these, we will usually seek your consent first, unless the law allows or requires us to do otherwise.

5. Direct marketing

We may use your contact details to send you direct marketing communications about our services, special offers, updates, or information we believe may be relevant (for example, reminders about servicing, safety checks, or water efficiency).

We will comply with applicable marketing and spam laws. You can opt out of marketing communications at any time by:

• using the “unsubscribe” link in our emails; or
• contacting us using the details in section 15.

Opting out of marketing will not affect our ability to contact you about existing jobs, quotes, invoices, safety issues or other non-marketing matters.

6. Cookies, analytics and similar technologies

Our Website uses cookies and similar technologies to help it function properly and to improve your experience.

Cookies are small data files stored on your device. They may:

• remember your preferences and settings
• help us understand how visitors use our Website
• support security features
• assist with marketing and advertising.

We may use analytics services to collect information such as:

• pages visited and time spent on the Website
• referring websites or search terms
• device and browser information
• general location information based on IP address.

We may also use advertising cookies or pixels provided by third parties to show you more relevant ads for our services on other websites or social media platforms.

You can usually control cookies through your browser settings, including blocking or deleting them. However, if you disable cookies, some parts of our Website may not function properly.

7. Disclosure to third parties and overseas

We sometimes share personal information with third parties where reasonably necessary for the purposes set out in this policy, including:

• Service providers
  • website hosting and IT service providers
  • email and communication platforms
  • customer relationship management (CRM) systems
  • accounting and payment processing providers
  • job management, booking and scheduling systems
  • data storage and backup providers
  • meeting recording and transcription services – third-party tools that help us record, transcribe and summarise meetings or conversations, which may process audio, transcripts and summaries on our behalf.
• Business partners and contractors
  • subcontractors engaged to help complete plumbing work
  • product suppliers and manufacturers (for example, in relation to warranties)
  • real estate agents, property managers, landlords, builders and body corporates who engage us.
• Professional advisors and authorities
  • insurers, lawyers, accountants and auditors
  • regulators, law enforcement or other government bodies where required or authorised by law.
  • In some cases, this may include relevant CCTV footage, call recordings, meeting transcripts, water usage data, or other records as needed to investigate incidents, manage disputes, process insurance claims, or comply with legal or regulatory requirements.

Some of these providers may be located or store data outside Australia. When we disclose personal information to an overseas recipient, we will take reasonable steps to ensure that they protect the information in a manner consistent with this policy and, where applicable, the Australian Privacy Principles.

We do not sell your personal information to any third parties.

8. How we protect your personal information

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

• physical security measures at our premises
• access controls and permissions for systems and devices
• passwords, firewalls and other technical security controls
• restricting access to personal information to staff who need it for their work
• confidentiality obligations for staff and contractors
• backup and recovery processes for critical systems and data.

No method of transmission over the internet or electronic storage is entirely secure. While we cannot guarantee absolute security, we work to protect your information and to reduce the risk of unauthorised access or disclosure.

9. Data breaches and the Notifiable Data Breaches scheme

A data breach occurs when personal information is lost, accessed, disclosed, or changed without authorisation.

If we become aware of a data breach involving personal information, we will:

1. promptly investigate and assess the breach;
2. take steps to contain and remedy the situation where reasonably possible; and
3. consider the risks to individuals whose information is involved.

Where we are required to comply with the Notifiable Data Breaches (NDB) scheme under the Privacy Act, and a breach is assessed as an eligible data breach (for example, it is likely to result in serious harm to individuals), we will:

• notify affected individuals as soon as practicable, including recommendations about steps they can take; and
• notify the Office of the Australian Information Commissioner (OAIC) in accordance with the NDB scheme.

10. Accessing your personal information

You may request access to the personal information we hold about you.

To do this, please contact us using the details in section 15 and describe the information you are seeking. We may need to verify your identity before providing access.

We aim to respond to access requests within a reasonable time. In some cases, we may refuse access or provide only partial access if we are legally permitted or required to do so (for example, when providing access would unreasonably impact the privacy of others, or when it relates to anticipated or existing legal proceedings). If we refuse access, we will generally inform you of the reason, unless we are legally prevented from doing so.

We may charge a reasonable fee to cover the costs of locating and providing the information; however, we will not charge a fee solely for receiving your request.

11. Correcting your personal information

We want the personal information we hold to be accurate, up-to-date, and complete.

If you believe any information we hold about you is incorrect, out of date, or incomplete, please contact us using the details in Section 15 and let us know what needs to be changed.

We will take reasonable steps to correct the information. If we decide not to make the correction you have requested, we will usually inform you of the reason and outline the options available if you are not satisfied with our decision.

12. Retention and destruction

We only keep personal information for as long as it is reasonably necessary for the purposes described in this policy or as required by law (for example, tax and business record-keeping obligations, or in connection with actual or potential disputes).

Different types of records may be kept for various periods. For example, CCTV footage and call recordings are generally retained for a limited period unless we need to keep them longer in connection with an incident, dispute, insurance matter, or legal requirement.

When personal information is no longer needed, and we are not required by law to retain it, we will take reasonable steps to destroy or de-identify it.

13. Complaints and questions

If you have any questions or concerns about how we handle your personal information, or if you wish to make a privacy complaint, please contact us using the details in section 15.

Please provide as much detail as you can about your concern or complaint. We will:

1. acknowledge receipt of your complaint;
2. investigate the issue; and
3. respond to you within a reasonable period, outlining the outcome and any steps we propose to take.

If you are not satisfied with our response, and the Privacy Act applies to us in relation to your personal information, you may be able to complain with:

Office of the Australian Information Commissioner (OAIC)
Website: oaic.gov.au
Phone: 1300 363 992

14. Changes to this policy

We may update this Privacy Policy from time to time, for example, to reflect changes in law, technology or our business practices.

The updated policy will be posted on our Website with a new “Last updated” date. We encourage you to review the policy periodically. Your continued use of our Website or services after any changes indicates your acceptance of the updated policy.

15. Contact us

If you have any questions, requests or complaints relating to this Privacy Policy or your personal information, please contact us at:

Privacy Officer
Whywait Plumbing Pty Ltd
Phone: (07) 5580 4311
Email: service@whywait.com.au
Postal address: PO Box 1371, Paradise Point, Qld 4212