Privacy

What this policy covers

This policy applies to our plumbing services, our website, forms, emails, phone/SMS (Short Message Service) communications, social media, and any other interactions you have with OTFS. By using our website or engaging our services, you agree to this policy.

Key terms

Personal information: Information or an opinion about an identified individual, or an individual who is reasonably identifiable (whether true or not, and whether recorded in a material form or not).

Sensitive information: As defined in the Privacy Act (e.g., health information). We do not intentionally collect sensitive information unless it is necessary and you choose to provide it.

The information we collect

Depending on how you interact with us, we may collect:
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‍Identity & contact data – name, email address, phone number, service address, billing address.
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‍Service & job details – descriptions of the plumbing issue, appointment preferences, property access notes, photos/videos of the site with your permission.
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‍Transaction data – invoices, quotes, payment status (payments may be processed by a third-party provider; we do not store full card numbers).

‍Communications – emails, messages, phone/SMS interactions, reviews/testimonials you post or send us.

‍Device & usage data – IP address, browser and device type, pages viewed, referring site/UTM parameters, session duration, and interactions collected via cookies or similar technologies.

‍Third-party data – information from strata managers, real estate/property managers, builders, lead platforms or review sites where you’ve engaged or reviewed our services.

‍Job applicants – CV/resume details, qualifications, references (if you apply to work with us).

How we collect information

Directly from you: when you call, email, submit a form, request a quote, book a job, or speak to our plumbers.

Automatically: via cookies, pixels and analytics when you visit our website.

From third parties: where you’ve authorised them to share information (e.g., strata/real-estate agencies, referral partners, lead marketplaces) or where the information is public (e.g., business listings, reviews).

If you provide information about someone else (e.g., a tenant or neighbour for access), you must be authorised to do so.

Why we collect and use your information

We use your information to:

1. Provide, schedule and perform plumbing services, including site assessments and dispatch;

2. Prepare quotes and invoices, process payments, and manage accounts;

3. Communicate about bookings, updates, warranties and support;

4. Operate, secure and improve our website and services (including troubleshooting, analytics and quality assurance);

5. Send direct marketing about our services, promotions and updates (you can opt out at any time);

6. Comply with laws, manage risks, and handle disputes/claims (e.g., insurance, safety, regulatory requirements);

7. Consider job applications.

Direct marketing & your choices

We may send you emails or SMS about services we think are relevant. You can opt out by using the unsubscribe link, replying STOP to SMS (where available), or contacting us at any time.

Cookies, analytics and ads

Our website may use cookies and similar technologies to remember preferences, measure site performance, and understand visitor activity. We may also use analytics and advertising tools (for example, remarketing) to improve the website and show relevant ads. You can manage cookies in your browser settings; note that disabling cookies may affect site functionality.

Disclosure of your information

We may share personal information with:

1. Our staff and authorised contractors who help deliver services (e.g., licensed plumbers, dispatch/admin support);

2. Service providers who host our website and data, provide email/SMS, analytics, payment processing, accounting or customer-support tools;

3. Professional advisers (lawyers, accountants, insurers) for advice and claims;

4. Government agencies, courts or regulators where required or authorised by law;

5. Another organisation in connection with a business sale, merger or restructure (subject to confidentiality).

We only disclose what is reasonably necessary for the relevant purpose and we require third parties to handle information lawfully and securely.

Overseas disclosures

Some service providers or their systems may be located outside Australia (for example, cloud hosting or email platforms). Where practicable, we take reasonable steps to ensure such recipients protect your information consistently with the APPs.

Security

We take reasonable steps to protect personal information against misuse, interference, loss, and unauthorised access, modification or disclosure. Measures may include access controls, encryption in transit, and staff/contractor confidentiality obligations. However, no method of transmission or storage is fully secure; you share information at your own risk.

Retention

We keep personal information only for as long as needed for the purposes set out in this policy or as required by law (for example, records that may need to be kept for 7 years for tax or accounting purposes). When no longer required, we take reasonable steps to de-identify or securely destroy it.

Access and correction

You can request access to the personal information we hold about you and ask us to correct it if it is inaccurate, out-of-date, incomplete or misleading. We will respond within a reasonable time. We may need to verify your identity and, in limited cases permitted by law, we may refuse access (we’ll tell you why if we do). A reasonable administration fee may apply for repeated, excessive or complex requests.

‍How to request: email info@ontheflowservices.com.au with the subject line “Privacy: Access/Correction Request”.

Complaints

If you have a privacy concern, please contact us first at info@ontheflowservices.com.au. Tell us what happened and what you’d like us to do. We take privacy complaints seriously and will investigate and respond in a reasonable time.

If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC): see guidance at oaic.gov.au or call 1300 363 992.

Third-party links and platforms

Our website may link to third-party sites or services (for example, booking tools, maps, social platforms). We are not responsible for their privacy practices. Check their policies before providing personal information.

Changes to this policy

We may update this Privacy Policy from time to time. Any changes take effect as soon as they’re posted on our website or notice board. Please check back periodically to stay informed.

Contact us

On The Flow Services
Email: info@ontheflowservices.com.au
Phone: 0403 419 992
Postal address: [Business address, Sydney NSW 2000]

Privacy Policy

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