Privacy Policy

The Privacy Act defines personal information as information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in a material form or not.

If information does not disclose or enable identification of your identity, it will generally not be classified as personal information under this policy.

The personal information we collect depends on how you interact with us. It may include:

• your name, email address and phone number;
• your company name (if provided);
• details of the products you enquire about or buy from us, including any products you send with an enquiry from your selection list and any quotes we give you;
• records of communications with us, including enquiries and complaints;
• information you provide through our contact form (your name, email address, the subject you choose and your message, and your company name and phone number if you give them) or our newsletter sign-up (your name and email address); and
• any other details you choose to include in a message, email or phone call, such as your address.

We do not collect sensitive information (such as health, racial or ethnic origin, or religious beliefs) unless you voluntarily provide it and we have your consent.

We generally collect personal information directly from you when you:

• submit an enquiry through our contact form, including any products you send from your selection list;
• ask us for a quote or arrange to collect products from us;
• subscribe to our newsletter;
• correspond with us by email, phone or social media; or
• otherwise interact with our website.

Where reasonable and practicable, we collect personal information only from you. However, we may occasionally receive information about you from third parties. If so, we will take reasonable steps to notify you.

When you visit our website, we may collect technical data including your internet protocol address, browser type, device attributes, operating system, pages visited and referring uniform resource locators. We use Google Analytics to understand how visitors use our site, and Google Ads conversion measurement to see how well our advertising works. When you send our contact form, Google records that a message was sent and the subject you chose. It does not receive your name, contact details or message.

Our website uses cookies. These are small text files stored on your device. Google Analytics and Google Ads set cookies on our website so that they can analyse site usage and measure our advertising, including whether you have visited before. You can opt out of Google Analytics with Google’s browser add-on (tools.google.com/dlpage/gaoptout) and manage ad personalisation at adssettings.google.com. You can also configure your browser to refuse cookies, and our website will still work.

If you add products to your selection list, the list is saved in your own browser on your device. It is not sent to us with your details unless you choose to send it with an enquiry through our contact form. When you open our contact page from your selection list, the products you chose appear in the page address, which Google Analytics records as a page visit. You can clear it at any time by removing the products or clearing your browser’s site data, and if your browser blocks site data the list may not be saved.

Our contact page shows a map provided by Google Maps. Our website also loads its fonts from Google Fonts and some of its code from jsDelivr, a content delivery network. When your browser requests these, those providers receive technical data such as your internet protocol address and browser type.

We collect, hold and use your personal information to:

• prepare quotes, supply the products you buy from us and arrange their collection;
• respond to your enquiries and communicate with you;
• arrange a referral to an independent licensed plumber if you ask for one;
• send you marketing and promotional communications (where you have opted in or we are otherwise permitted to do so);
• improve our website, products and services;
• comply with our legal obligations and assist government agencies or regulators where required or authorised by law; and
• manage our business operations.

If you subscribe to our newsletter or opt in to receive communications, we may use your personal information to send you product updates, promotions and other information we believe may interest you.

Every marketing communication will include a simple way to opt out. You can also contact us at any time using the details below to unsubscribe. We will process your request promptly.

We do not use sensitive personal information for direct marketing purposes.

We do not sell or trade your personal information. We may disclose it in the following circumstances:

• to our external service providers who help us operate our business, including our website hosting and online forms provider (Netlify), our website analytics, advertising measurement, mapping and fonts provider (Google) and email marketing services;
• to an independent licensed plumber, if you ask us to refer you for installation or servicing;
• to our related companies, if any;
• where required or authorised by law, including to comply with a court order, subpoena or similar legal process;
• where you have expressly consented, or consent may be reasonably inferred; or
• as otherwise permitted under the Privacy Act.

Where we engage external service providers, we take reasonable steps to ensure they handle your personal information in accordance with the APPs.

Some of our service providers store or process data outside Australia. In particular:

• Google, which provides Google Analytics, Google Ads conversion measurement, Google Maps and Google Fonts on our website, may process and store data in the United States and other countries where Google or its sub-processors operate; and
• Netlify, our website hosting provider, which also receives the messages you send through our contact and newsletter forms, may store data in the United States and other locations where its infrastructure is maintained.

Where we disclose personal information to overseas recipients, we take reasonable steps to ensure that they do not breach the APPs in relation to that information, in accordance with Australian Privacy Principle 8.

We store personal information in secure computer systems and databases operated by us or our external service providers. We implement reasonable security measures to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include restricting access to the people who need it.

We will take reasonable steps to destroy or de-identify personal information once it is no longer required for the purposes for which it was collected, or for any secondary purpose permitted under the APPs.

Under Australian Privacy Principle 12, you have the right to request access to the personal information we hold about you. Under Australian Privacy Principle 13, you may ask us to correct personal information that is inaccurate, out of date, incomplete or misleading.

To make a request, please contact us using the details below. We will respond within a reasonable time. There is no charge for making a request, but we may charge a reasonable fee for providing access if significant effort is involved.

There are limited circumstances in which we may refuse access or correction, as set out in the Privacy Act.

If you believe we have breached your privacy or mishandled your personal information, please contact us using the details below. We will investigate your complaint and respond within a reasonable time.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au or by calling 1300 363 992.

Our website may contain links to other websites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies separately.

We may update this policy from time to time. Any changes will be published on our website. Your continued use of our website and services after changes are posted constitutes acceptance of the updated policy.

If you have any questions about this policy, wish to access or correct your personal information, or want to make a complaint, please contact us:

Email: sales@eskerwater.com.au

Post: Esker Water Pty Ltd, 4 Bessemer Rd, Forrestdale WA 6112, Australia

Website: eskerwater.com.au