Who this policy applies to
This policy applies to hotwatermandurah.com.au and to Hot Water Systems Mandurah, the referral service operated through it. We handle personal information in accordance with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).
Please read it before submitting an enquiry. If you do not agree with how information is handled, do not submit your details through this website.
What we collect
We collect only what is needed to arrange a hot water quote or attendance:
- Contact details — your name, phone number, email address and the service address or suburb.
- Job details — what you have told us about the system, the fault, the property and your preferred timing.
- Enquiry records — the content of enquiry forms, emails, SMS and phone calls with us.
- Technical data — standard web server and analytics information such as IP address, browser type, pages viewed and referring page.
We do not ask for and do not want government identifiers, payment card numbers or financial account details through this website. Any payment for work arranged through this site is made directly between you and the contractor who attends.
How we use it
Personal information you provide is used to:
- pass your enquiry to an appropriate independent contractor so they can contact you and quote;
- contact you about that enquiry, including confirming details or arranging an attendance time;
- keep a record of the enquiry and how it was handled;
- respond to complaints or disputes; and
- improve the website and understand which pages people find useful.
If you have opted in to receive updates or marketing, we may send them and you can withdraw that consent at any time by telling us. We do not sell personal information.
Who we disclose it to
This is a referral website. The central purpose of collecting your details is to pass them to a third-party plumber, gas fitter or electrician who may be able to carry out the work. By submitting an enquiry you consent to that disclosure.
We may also disclose personal information to:
- service providers who host the website, deliver our enquiry forms, send email or SMS, and provide analytics, some of whom store data outside Australia;
- professional advisers, insurers or dispute resolution bodies where reasonably necessary; and
- any person where disclosure is required or authorised by law.
Once your details are passed to a contractor, that contractor handles them under their own privacy obligations. We do not control what they do with the information and we recommend asking them about their own privacy practices.
Storage, security and retention
Enquiry records are stored in access-controlled systems and information submitted through this website is transmitted over an encrypted connection. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
We keep enquiry records for as long as needed for the purpose they were collected and for any period required by law, after which they are deleted or de-identified.
Cookies and analytics
This website uses cookies and similar technologies to remember your preferences and to measure how the site is used. Embedded third-party content — including enquiry forms and the map — may set its own cookies and record standard connection data.
You can block or delete cookies in your browser settings. Some parts of the site, including the enquiry form, may not work properly if you do.
Access, correction and complaints
You can ask us what personal information we hold about you and ask for it to be corrected. Contact us on (08) 9516 1934 with enough detail to identify the enquiry. We will respond within a reasonable period, and if we refuse access or correction we will tell you why.
If you believe your privacy has been breached, tell us and we will investigate and respond. If you are not satisfied with the outcome, you can refer the matter to the Office of the Australian Information Commissioner at oaic.gov.au.
Changes to this policy
We may update this policy from time to time. The current version is always the one published on this page.
Related pages: our terms and conditions and our disclaimer, which explains the limits of the referral service. You can also return to the home page or see the areas we cover.