New Look Plumbing ("we", "us", "our") is dedicated to protecting the privacy of our customers, website visitors, and service recipients across Melbourne, Victoria. This policy explains how we collect, handle, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By booking a plumbing service, requesting an inspection, calling our emergency line, or utilizing our website, you consent to the data collection practices outlined in this policy.
We only collect personal information that is reasonably necessary to provide you with expert plumbing, gas fitting, drainage, and roofing services. This information may include:
- Contact Identification: Full name, telephone number, email address, and service address.
- Service & Property Details: Residential or commercial property type, plumbing issues, photos of leaks or damage, pipe materials, and gate or access instructions.
- Billing & Payment Data: Invoicing details, billing address, and transaction confirmation records. Credit card payments processed over the phone or on-site are handled directly via PCI-DSS compliant payment terminals and are never stored on our servers.
- Digital Technical Data: IP address, browser type, geographic location, and website interactions collected automatically through cookies and diagnostic analytics.
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How We Collect Your Information
We collect personal information directly from you when you interact with us, including when you:
- Submit an online enquiry or emergency booking form through our website.
- Call our dispatch number (0412 345 678) to request a plumber or quotation.
- Correspond with our team via email, SMS, or live chat.
- Authorize an on-site inspection, quote, or work order with our plumbing technicians.
Notice regarding third parties: If you provide us with information regarding another individual (for example, a tenant, landlord, or property manager), you must ensure you have their consent to share their details with us.
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How We Use Your Information
Your personal information is collected and processed for genuine business and operational purposes, such as:
- Dispatching certified plumbers and mobile service vehicles to your property.
- Providing transparent, fixed-price job estimates, formal quotes, and written invoices.
- Issuing Victorian Building Authority (VBA) compliance certificates for gas and drainage works.
- Administering our workmanship warranties and manufacturer product guarantees.
- Communicating job progress, technician arrival updates, and follow-up quality checks.
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Disclosure of Personal Information
We do not sell, rent, or trade your personal information to third-party marketing companies. We may only disclose your personal information under the following controlled circumstances:
- Authorized Service Providers: Secure payment processors, job management software, and cloud hosting providers assisting us in day-to-day trade operations.
- Specialist Contractors: Pre-approved excavation teams or concrete cutters directly engaged to complete elements of your authorized plumbing work order.
- Legal & Regulatory Authorities: When required by Australian law, court subpoena, or safety regulations (such as Energy Safe Victoria or the VBA).
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Data Storage & Security
We take all reasonable physical, technical, and managerial precautions to safeguard your personal data from loss, misuse, unauthorized access, alteration, or disclosure.
All data submitted through our digital booking forms is encrypted in transit using industry-standard Secure Socket Layer (SSL/TLS) technology. Internal access to customer records is restricted solely to authorized dispatchers and management personnel on a need-to-know basis.
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Cookies & Web Analytics
Our website utilizes standard "cookies" and third-party analytical tools (such as Google Analytics and Google Ads conversion tracking) to analyze web traffic, evaluate page speed, and optimize user experience.
Cookies identify your web browser, not you personally. You can modify your browser settings to refuse cookies or alert you when cookies are sent; however, certain interactive website features may be limited as a result.
Under the Australian Privacy Principles, you have the right to request access to the personal information we hold about you and request corrections if any details are incomplete, inaccurate, or outdated.
To request access, simply email our privacy team at admin@newlookplumbing.com.au with verification of your identity. We will respond promptly within 30 days.
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Privacy Enquiries & Complaints
If you have any questions, concerns, or complaints regarding this Privacy Policy or how we handle your personal data, please contact our management team directly:
New Look Plumbing Privacy Officer
Phone: 0412 345 678
Email: admin@newlookplumbing.com.au
Location: Melbourne, VIC, Australia
Website: https://newlookplumbing.com.au/
