PRIVACY POLICY

This privacy policy details the way Hay Plumbing Co collects, stores, uses and protects information about you.

Privacy Policy

Hay Plumbing Co is operated by HAY, TIMOTHY JAMES ABN 34 934 116 758.

Last updated: 16/06/2026

This Privacy Policy explains how HAY, TIMOTHY JAMES collects, holds, uses, discloses and protects personal information when you use our website, submit an enquiry, request a quote, book a plumbing service, communicate with us, respond to our advertising, or otherwise interact with us.

In this Privacy Policy, “we”, “us” and “our” means Hay Plumbing Co trading as HAY, TIMOTHY JAMES.

We are committed to protecting your privacy and handling your personal information responsibly. Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. Personal information we collect

The personal information we collect depends on how you interact with us. It may include your name; phone number; email address; residential or service address; suburb, postcode and service area; details about the plumbing service you need; preferred appointment times; photos, videos or documents you send us in relation to a job; information you provide through website forms, phone calls, SMS, email, live chat, online booking tools or social media; reviews, testimonials or feedback you provide; call recordings, notes or message history, where applicable; payment or billing information, where required to process a job or invoice; and technical information such as IP address, browser type, device information, pages visited, time on site, referral source and website usage data.

We generally do not request sensitive information unless it is reasonably necessary for us to provide our services, you consent to providing it, or we are required or authorised by law.

2. How we collect personal information

We may collect personal information when you visit our website; complete an online form; request a quote; book a plumbing service; call, text, email or message us; respond to our advertising; interact with our Google Business Profile, social media pages or online listings; leave a review or testimonial; participate in a promotion, survey or feedback request; or otherwise provide information to us directly.

We may also collect information from third-party platforms and service providers, such as website analytics tools, advertising platforms, call tracking systems, online booking tools, CRM systems, review platforms, social media platforms and directory listings.

3. Why we collect and use personal information

We collect, hold, use and disclose personal information for purposes connected with operating our plumbing business, including to respond to enquiries; provide quotes; book, manage and complete plumbing jobs; contact you by phone, SMS, email or other communication methods about your enquiry, booking or service; send appointment reminders, confirmations and job updates; manage customer records in our CRM system; provide customer support; request feedback or reviews after a service; improve our website, advertising, customer experience and services; personalise and measure our marketing campaigns; send direct marketing communications where permitted by law; manage complaints, disputes or insurance matters; comply with legal, regulatory, tax, accounting or insurance obligations; protect our rights, property, safety, customers, employees, contractors and the public; and detect, prevent or investigate fraud, misuse, security incidents or unlawful activity.

4. Direct marketing, SMS and email communications

We may contact you by phone, SMS, email or other electronic communication methods about your enquiry, booking, quote, service, review request, related services or promotional offers where permitted by law.

You can opt out of marketing communications at any time by using the unsubscribe link, replying “STOP” to SMS messages where available, or contacting us directly using the details at the end of this Privacy Policy.

Even if you opt out of marketing, we may still send you non-marketing communications relating to an active enquiry, booking, service, invoice, safety issue, warranty matter or legal requirement.

5. Cookies, analytics and advertising tracking

Our website may use cookies, pixels, tags and similar tracking technologies to operate the website, understand visitor behaviour, improve user experience, measure advertising performance and deliver relevant advertising.

These technologies may collect information such as your IP address, device type, browser type, pages visited, time spent on pages, referral source and interactions with forms or buttons.

We may use tools such as Google Analytics, Google Ads, Meta advertising tools, call tracking software, CRM tracking and other similar services. These providers may process information in accordance with their own privacy policies.

You can usually disable cookies through your browser settings, although some parts of our website may not function properly if cookies are disabled.

6. Disclosure of personal information

We may disclose personal information to third parties where reasonably necessary for the purposes described in this Privacy Policy, including to our employees, contractors, technicians and representatives; website, hosting, CRM, automation and marketing service providers, including JobFlow; SMS, email, phone, call tracking and communication providers; analytics and advertising platforms; online booking, form and customer management systems; payment processors, accountants, bookkeepers and debt collection providers; insurers, legal advisers and professional advisers; subcontractors or other trades where needed to complete a job; review platforms, directory platforms and social media platforms where you interact with us; government agencies, regulators, courts, tribunals, law enforcement bodies or other parties where required or authorised by law; and prospective purchasers, advisers or representatives in connection with a sale, restructure or transfer of all or part of our business.

We do not sell your personal information.

7. Use of JobFlow and other service providers

We use third-party systems and service providers to help operate our website, CRM, lead management, advertising, automation, SMS, email, analytics, reporting and review request systems.

This may include JobFlow, which may access, process or store personal information on our behalf to help us respond to enquiries, manage customer communications, automate follow-ups, measure marketing performance, maintain our website and improve our customer experience.

Our service providers are only permitted to use personal information for the purpose of providing services to us or as otherwise required or authorised by law.

8. Overseas disclosure

Some of the platforms, software, hosting, analytics, CRM, advertising, SMS, email or cloud service providers we use may store or process personal information outside Australia.

The countries in which these providers are located may include the United States, New Zealand, Canada, the United Kingdom, countries in the European Economic Area and other locations where our service providers operate.

Where personal information is disclosed overseas, we take reasonable steps to protect it in accordance with this Privacy Policy and applicable Australian privacy laws.

9. Security of personal information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

These steps may include password protection, access controls, secure cloud systems, staff and contractor access limitations, data backups, secure communication tools and other technical and organisational safeguards.

However, no method of transmission over the internet or electronic storage is completely secure. You provide personal information to us over the internet at your own risk.

10. Retention of personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to provide services, manage customer records, comply with legal, tax, accounting and insurance obligations, resolve disputes and enforce agreements.

When personal information is no longer required, we will take reasonable steps to destroy, delete or de-identify it, unless we are required or permitted by law to retain it.

11. Accessing and correcting your personal information

You may request access to the personal information we hold about you. You may also ask us to correct personal information that is inaccurate, incomplete, out of date, irrelevant or misleading.

To protect your privacy and security, we may need to verify your identity before providing access or making corrections.

We may refuse access or correction in certain circumstances permitted by law. If we refuse your request, we will provide reasons where reasonable and practicable.

12. Anonymity and pseudonyms

Where practical, you may deal with us anonymously or using a pseudonym, such as when making a general enquiry.

However, we will usually need your real name, contact details and service address to provide quotes, bookings, plumbing services, invoices, warranties, support or emergency assistance.

13. Job photos, reviews and testimonials

We may take photos or videos of plumbing work for job records, quality assurance, insurance, warranty, training or operational purposes.

We will not intentionally publish photos, videos, testimonials or reviews that clearly identify you or your private property for marketing purposes without your consent, unless otherwise permitted by law.

If you provide a public review, testimonial or social media comment, we may display or refer to that review in our marketing, website or social media, subject to the rules of the platform on which it was posted.

14. Links to other websites

Our website may contain links to third-party websites, platforms or services. We are not responsible for the privacy practices, content or security of those third-party websites.

We encourage you to read the privacy policies of any third-party websites or platforms you visit.

15. Complaints

If you have a question or complaint about how we handle your personal information, please contact us using the details below.

We will aim to acknowledge your complaint within a reasonable time and work with you to resolve it.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website and will take effect from the date it is published.

We encourage you to review this Privacy Policy periodically.