Privacy Policy

GIANT PLUMBING PTY LTD (ABN 14 164 856 731), trading as Giant Plumbing ("we", "us", "our"), is a plumbing contractor based in Coburg North, Victoria. This policy explains what personal information we collect through giantplumbing.com.au and in the course of our work, how we use it, who we share it with, and how you can access it or make a complaint about it. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

1. Information we collect

1.1 Information you give us

When you contact us through giantplumbing.com.au, by phone, by email or in person, we collect:

• your name and the way you would like us to contact you
• your phone number and email address
• your company or organisation, if you contact us on its behalf
• the location of the site or property where the work is needed
• what you need done, and anything else you choose to tell us
• any photos you choose to send with your enquiry

1.2 Information collected automatically

We use Google Analytics to understand how people use giantplumbing.com.au: which pages they visit, roughly where they are, the kind of device and browser they use, and whether they tap our phone number or send an enquiry. It uses cookies to tell visits apart.

Google Analytics collects your IP address. It is used to work out your approximate location (about city level) and to filter out spam traffic. Google does not link raw IP addresses to individual user identifiers, and discards them after use.

Where we link our Google Analytics to a Google Ads account to measure our advertising, your IP address may also pass to Google Ads in an encrypted form that cannot identify you.

Our enquiry form uses Cloudflare Turnstile to tell real people apart from bots. It checks how the browser behaves, not who you are.

Our host, Cloudflare, also keeps standard security records, such as IP addresses, browser types and the pages requested, which it uses to run and protect giantplumbing.com.au.

1.3 What we do not collect

We do not ask for government identifiers (Medicare, driver licence, passport or tax file number), we do not take payments through giantplumbing.com.au, and we do not collect sensitive information such as your health, race, religion or political views.

If you send us sensitive information by accident through the enquiry form, we will delete it once we have dealt with your enquiry, unless we are legally required to keep it.

2. How we use it

We use your information to:

• reply to your enquiry and give you a quote
• schedule and carry out the work you engage us to do
• invoice you and follow up unpaid invoices
• contact you about the job, including reminders and any warranty issue
• meet our obligations under Victorian licensing, work health and safety, tax and consumer law
• understand how giantplumbing.com.au is used, so we can improve it

When we get back to you about your enquiry or your job, we may do so by phone, email or text message, using the contact details you gave us. If you would rather we only used one of these, just tell us.

We will not add you to a marketing list just because you sent us an enquiry. If you choose to opt in, we may occasionally send you news, reminders or offers about our services, and every message includes an easy way to unsubscribe. You can tell us to stop at any time.

We will not use your information for anything else without asking you first.

3. Who we share it with

3.1 The services behind giantplumbing.com.au

Your enquiry is sent to our business email inbox. These providers handle it, or information about your visit, on our behalf:

• Cloudflare hosts giantplumbing.com.au and protects it from attacks and spam. It also runs the small program that receives your enquiry and passes it to us, the spam check on the enquiry form (including an automatic check for marketing sales pitches, which reads your message with your contact details hidden), stores any photos you send with your enquiry, and keeps a backup copy of each enquiry in case an email does not arrive. Where it holds data: a global network, including the United States. Its privacy policy: cloudflare.com/privacypolicy (opens in a new tab)
• Resend sends the email that delivers your enquiry to our inbox. Where it holds data: the United States. Its privacy policy: resend.com/legal/privacy-policy (opens in a new tab)
• Google provides Google Analytics, which shows us how giantplumbing.com.au is used. How Google uses information from websites that use its services: policies.google.com/technologies/partner-sites (opens in a new tab). Where it holds data: the United States and other countries where Google operates. Its privacy policy: policies.google.com/privacy (opens in a new tab)

KINGTRADIE, the agency that built and looks after giantplumbing.com.au, maintains the enquiry form system and can access the backup copies to keep it running. A message the spam check holds back as a likely sales pitch goes to KINGTRADIE instead of us, so that anything sent to us by mistake can still be passed on.

3.2 Other people we may share it with

• Suppliers, but only what they need for your job (for example, a delivery address).
• Our accountant and insurer, where a job or a claim requires it.
• Anyone we are legally required to tell, such as in response to a court order or a request from a regulator.

3.3 What we never do

• We never sell your personal information.
• We never share it with data brokers or third-party marketing lists.

4. Information sent overseas

Some of the providers in section 3.1 are based overseas, mainly in the United States. That means your enquiry details, and information about your visit, are stored or processed on servers outside Australia. We choose our providers on the basis that they have their own published privacy commitments, which are linked in section 3.1.

5. How long we keep it

• Enquiries and quotes that did not become jobs, including the backup copies of enquiries and any photos sent through giantplumbing.com.au: 2 years from your last contact with us, so we can pick up the conversation if you come back to us.
• Google Analytics records of visits: 14 months, after which Google deletes them.
• Records of jobs we completed: 7 years from completion, for tax and licensing record-keeping.
• Warranty records: the length of the warranty, plus 2 years, to handle warranty claims.

After that, we delete it.

6. Cookies

giantplumbing.com.au uses a small number of cookies. Some are needed for it to work and to keep the enquiry form free of spam, and Google Analytics sets cookies to tell visits apart and count them. We do not use advertising cookies.

Why there is no cookie pop-up: Australian privacy law does not require the cookie consent banner used in Europe and the UK. What it requires is that we tell you plainly what we collect, which is what this policy does.

You can block cookies in your browser's settings or with a browser extension. Blocking cookies will not stop you browsing giantplumbing.com.au or contacting us.

7. Your choices

Getting a copy, or fixing something: email us at our office and we will send you what we hold about you, or correct it. We will get back to you within 30 days. There is no charge.

Having it deleted: ask us and we will delete it, unless we have to keep it for the tax or licensing periods in section 5.

Opting out of Google Analytics: install Google's opt-out browser add-on at tools.google.com/dlpage/gaoptout (opens in a new tab), or block cookies in your browser.

Stopping marketing messages: if you have opted in to hear from us, use the unsubscribe link in any email, or just email us. We action it within 5 working days.

8. How we protect it

• giantplumbing.com.au runs over an encrypted connection (HTTPS).
• Our host, Cloudflare, filters malicious traffic before it reaches giantplumbing.com.au.
• Only the people who need your details to deal with your enquiry and do your job can see them. Depending on the job, that can include the owner, our office and admin staff, and the people carrying out the work. Apart from the providers named in section 3, nobody else has access.

No system is completely secure. If your information is caught up in a data breach that is likely to cause you serious harm, we will tell you, tell you what to do about it, and notify the Office of the Australian Information Commissioner where the law requires us to.

9. Complaints

If you are unhappy with how we have handled your information, email our office and tell us. We will respond within 30 days.

If you are not satisfied with our answer, you can take it to:

• the Office of the Australian Information Commissioner, at oaic.gov.au (opens in a new tab) or on 1300 363 992
• Consumer Affairs Victoria, for consumer matters in Victoria

10. Changes to this policy

When we change this policy, we update the date shown at the top.

11. Contact us

The service area map uses boundaries adapted from Australian Bureau of Statistics data, licensed under CC BY 4.0.