Privacy Policy

This Privacy Policy explains how PPVA Pty Ltd (ABN 36 692 380 233), trading as Mitchell's Local Plumbing ("we", "us", "our"), handles personal information. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to our website, our booking and quotation forms, telephone enquiries, and the plumbing services we deliver across Melbourne and greater VIC.

We only collect personal information that is reasonably necessary to quote for, perform and invoice plumbing work. This typically includes:

• Contact details — your name, phone number, email address and the suburb or street address where work is required;
• Job information — the description of the plumbing issue, photographs you send us, access instructions, and site notes recorded by our plumbers;
• Transaction records — quotes, invoices, payment status and warranty history. Card details are processed by our payment provider and are not stored by us;
• Communications — emails, SMS messages, booking form submissions, and telephone calls (which may be recorded for verification, training and dispute resolution, as noted in our Terms & Conditions);
• Website and device data — IP address, browser and device type, pages viewed, referring source and similar analytics data collected via cookies and tags.

• We do not seek sensitive information (such as health, racial or political information) and ask that you do not send it to us. If you provide it unsolicited, we will destroy or de-identify it where the law permits.

We collect personal information directly from you in most cases — when you call us, complete a booking or quote form, send an email or SMS, or speak with a plumber on site.

We may also collect information from third parties, including:

• a landlord, tenant, real estate agent or strata manager arranging work on a property;
• an insurer or builder engaging us on your behalf;
• referral sources, review platforms and advertising networks that pass on an enquiry you submitted.

If we receive information about you from someone else and you have not dealt with us before, we will take reasonable steps to make you aware of this policy.

We use personal information to:

• respond to enquiries, prepare quotes and schedule attendance;
• perform plumbing and gasfitting work, order parts and arrange access to your property;
• issue invoices, process payments and pursue unpaid accounts;
• issue compliance certificates and meet our record-keeping obligations as a licensed plumber in VIC;
• honour warranties and respond to warranty or defect claims;
• handle complaints, disputes, insurance claims and legal proceedings;
• improve our website, measure advertising performance and understand which services our customers need.

We do not sell personal information. We disclose it only where necessary, including to:

• our plumbers, apprentices, subcontractors and office staff, so they can perform or schedule the work;
• suppliers and wholesalers, where a specific part must be ordered for your job;
• payment processors, accounting and invoicing providers, and debt recovery agents where an account is overdue;
• our IT, email, hosting, CRM and analytics providers, who host or process data on our behalf;
• insurers, brokers, builders, agents or strata managers where they have arranged or are paying for the work;
• regulators, plumbing authorities, courts or law enforcement, where required or authorised by law.

We require our service providers to protect personal information and to use it only for the purpose we engaged them for.

Our website uses cookies and similar tracking technologies, including Google Tag Manager, Google Analytics and Google Ads conversion tracking. These help us understand how visitors use the site and measure which advertising generates enquiries.

This data is generally aggregated or pseudonymised and is not used to identify you personally. You can block or delete cookies in your browser settings, and you can opt out of Google Analytics using Google's browser add-on. Some parts of the site may not function correctly if cookies are disabled.

Our site may also contain links to third-party websites. We are not responsible for the privacy practices of those sites.

We may send you service reminders, maintenance prompts or occasional offers by email or SMS where you have consented or where you would reasonably expect it as an existing customer.

Every marketing message includes an unsubscribe option, and you can opt out at any time by replying STOP, using the unsubscribe link, or contacting us at the details in section 12. Opting out of marketing does not stop operational messages about a job you have booked — appointment confirmations, arrival notifications, quotes and invoices.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These steps include access controls on our systems, encrypted transmission of form submissions, and limiting staff access to what each role requires.

Some of our providers — including our email, hosting and analytics providers — may store data on servers located outside Australia. Where personal information is disclosed overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.

No system is completely secure. If we become aware of a data breach likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme and notify affected individuals and the OAIC as required.

We keep personal information only for as long as it is needed for the purposes described in this policy, or for as long as the law requires.

Job, invoice and compliance records are generally retained for at least seven years to meet taxation, warranty, licensing and limitation-period obligations. When information is no longer required, we destroy or de-identify it.

You may 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.

Requests should be made using the contact details in section 12. We will verify your identity before releasing information, and will respond within a reasonable period — usually 30 days. Access is free, although we may charge a reasonable fee for retrieving and compiling extensive records.

In limited circumstances we may refuse access or correction, for example where it would unreasonably affect another person's privacy or where the law requires or authorises refusal. If we refuse, we will explain why in writing and set out how you can complain.

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us first using the details in section 12. Set out what happened and how you would like it resolved.

We will acknowledge your complaint promptly, investigate it, and respond in writing — ordinarily within 30 days.

If you are not satisfied with our response, you may refer the complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

For any privacy question, access or correction request, or complaint, contact our Privacy Officer:

• PPVA Pty Ltd trading as Mitchell's Local Plumbing (ABN 36 692 380 233)
• Email: info@mitchellslocalplumbing.com.au
• Phone: 03 9075 7334

We may update this policy from time to time. The current version is always available on this page, and the effective date below will change when we do.