Totally Drained Privacy Policy

Personal Information We Collect

The types of personal information we may collect include:

• your name

• phone number and email address

• residential, business or service address

• billing and payment information

• details about the plumbing or drainage services you require

• information you provide when requesting a quote, booking a service or contacting us

• photographs, videos or other information relating to a property or plumbing issue that you provide to us

• records of our communications with you

• information relating to enquiries, feedback or complaints

• technical information about your use of our website, such as your IP address, browser type, device information and website activity.

 

We generally do not collect sensitive information unless it is reasonably necessary for our business activities and you have provided it to us or its collection is otherwise permitted by law.

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How We Collect Personal Information

We may collect personal information directly from you when you:

• submit an enquiry or contact form through our website

• request a quote or book a service

• contact us by phone, email, SMS or social media

• engage Totally Drained to provide plumbing or drainage services

• provide information to our employees or contractors

• make a payment

• provide feedback or make a complaint.

 

We may also receive personal information from third parties where appropriate, including property managers, real estate agents, builders, strata managers, landlords, tenants, contractors, referral partners or other people arranging work on your behalf.

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Our website may automatically collect certain technical information through cookies, analytics tools and similar technologies.

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Why We Collect and Use Personal Information

We collect, hold and use personal information where reasonably necessary to operate our business, including to:

• respond to enquiries

• provide quotes and estimates

• schedule and manage plumbing and drainage work

• communicate with customers about bookings and services

• attend and carry out work at residential and commercial properties

• process invoices and payments

• maintain customer and business records

• manage warranties, follow-up work and customer service

• improve our website, services and customer experience

• manage our employees, contractors and suppliers

• comply with our legal, regulatory, insurance and accounting obligations

• protect our legal rights and the safety of our customers, employees and contractors

• send marketing communications where permitted by law.

 

If you choose not to provide certain information, we may not be able to respond to your enquiry, provide an accurate quote or deliver the requested services.

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Disclosure of Personal Information

We may disclose personal information where reasonably necessary to operate our business or provide our services.

This may include disclosure to:

• employees and contractors working for or on behalf of Totally Drained

• suppliers and subcontractors

• payment processors and financial institutions

• accountants, insurers, legal advisers and other professional service providers

• website hosting, IT, software, CRM, email and cloud storage providers

• advertising and analytics providers

• property managers, strata managers, builders or other parties involved in work being performed at a property

• government authorities, regulators or emergency services where required or authorised by law.

 

We do not sell your personal information.

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Website Analytics, Cookies and Tracking Technologies

Our website may use cookies and similar technologies to help the website function correctly, understand how visitors use the website and improve our services.

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These technologies may collect information such as your IP address, device type, browser, pages visited, time spent on the website, referring website and interactions with website content.

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We may also use third-party analytics and advertising services, such as Google services or social media advertising platforms. These providers may use cookies or similar technologies in accordance with their own privacy policies.

You can usually control or disable cookies through your browser settings. Disabling certain cookies may affect the way some parts of the website operate.

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Marketing Communications

Where permitted by law, we may use your contact information to send you information about Totally Drained services, promotions or other updates that may be relevant to you.

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You can opt out of receiving marketing communications at any time by using the unsubscribe option provided in the communication or by contacting us directly.

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We will process opt-out requests within a reasonable period.

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Storage and Security of Personal Information

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

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Personal information may be stored electronically through our business systems, email, cloud-based services and other secure digital platforms, as well as in physical records where necessary.

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While we take reasonable precautions to protect personal information, no internet transmission or electronic storage system can be guaranteed to be completely secure.

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When personal information is no longer required for a legitimate business or legal purpose, we will take reasonable steps to securely destroy or de-identify it where required.

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Overseas Disclosure

Some of the third-party technology, cloud storage, analytics, website, email or software providers we use may store or process information outside Australia.

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As the location of third-party data storage and processing may change from time to time, it may not always be practicable for us to specify every country in which information may be processed.

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Where required by applicable privacy laws, we take reasonable steps in relation to the handling of personal information by overseas recipients.

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Accessing or Correcting Your Personal Information

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

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To make a request, please contact us using the details below.

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We may need to verify your identity before providing access to personal information. In some circumstances, applicable privacy laws may permit us to refuse access. If this occurs, we will explain the reason where required by law.

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We encourage you to let us know if your personal information changes so that we can keep our records accurate and up to date.

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Privacy Complaints

If you have a question or concern about how Totally Drained has handled your personal information, please contact us using the details below.

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Please provide enough information for us to understand and investigate your concern. We will review your complaint and aim to respond within a reasonable timeframe.

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If you are not satisfied with our response and the Privacy Act applies to the matter, you may be entitled to contact the Office of the Australian Information Commissioner (OAIC).

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Third-Party Websites

Our website may contain links to websites operated by third parties.

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Totally Drained is not responsible for the privacy practices or content of third-party websites. We recommend reviewing the privacy policy of any third-party website before providing personal information.

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Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, website, technology or legal obligations.

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The current version will be published on our website and the date at the top of this policy will indicate when it was last updated.

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Contact Us

For questions about this Privacy Policy, to request access to or correction of your personal information, or to make a privacy complaint, please contact:

Totally Drained
Email: totallydrained@bigpond.com
Phone: 0413 484 914
Website: www.totallydrained.com.au