Last updated: April 2026
This Privacy Policy explains how First Call Plumbing Co. (“we”, “us”, “our”) handles personal information collected through our website firstcallplumbingco.com.au, by phone, SMS, WhatsApp, or any other channel. We are committed to protecting your privacy and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. Who we are
First Call Plumbing Co. is a Gold Coast based business that works with a carefully selected network of fully licensed local plumbers. We handle the administration, bookings, customer communication and marketing so our plumbers can focus on doing great work — and so Gold Coast homeowners and property managers have a simple, reliable way to reach a trusted tradesperson quickly. Our ABN is 14 332 567 128. You can contact us at any time using the details at the end of this policy.
2. Information we collect
We only collect information that we reasonably need to respond to your enquiry and deliver plumbing services. This typically includes:
- Contact details — your name, mobile phone number, email address (if provided), and suburb.
- Enquiry details — the service you’re interested in and any notes you add to your message.
- Communication records — copies of messages you send via our contact form, SMS, WhatsApp, or email, and any notes from phone calls.
- Technical data — your IP address, browser type, device type and interaction with our website, collected automatically when you visit.
We do not intentionally collect sensitive information (such as health, religious or political information). Please avoid sharing this in messages to us.
3. How we use your information
We use your personal information to:
- Respond to your enquiry and arrange a licensed plumber to contact you.
- Share the relevant details of your job with a plumber in our network so they can quote and perform the work.
- Keep records of our interactions for quality, safety and dispute-resolution purposes.
- Send you service-related updates about your enquiry (e.g. confirming a booking or following up after a visit).
- Improve our website, services and customer experience.
- Meet any legal, regulatory or tax obligations.
We will not use your information for unrelated marketing without your consent. If you later opt in to receive occasional updates or offers, you can opt out at any time.
4. Who we share your information with
We only share your information where necessary to provide the service you’ve requested, or where we’re required to. This includes:
- Licensed plumbers in our network — so they can respond to your enquiry and complete the work. These plumbers are independently licensed tradespeople operating their own businesses.
- Service providers we use to run the website and business — including hosting (Vercel, Cloudflare), database (Supabase), messaging (ClickSend, Twilio, Google Workspace) and similar trusted vendors. These providers process data strictly on our behalf.
- Professional advisors — such as accountants and lawyers, where reasonably necessary.
- Regulators, courts, or law enforcement — where disclosure is required or permitted by law.
We do not sell your personal information.
5. Overseas disclosure
Some of our service providers (e.g. Vercel, Cloudflare, Supabase, Google Workspace) may store or process your information on servers located outside Australia, including in the United States and European Union. We take reasonable steps to ensure these providers handle your information in accordance with the Australian Privacy Principles and applicable local laws.
6. Cookies and analytics
Our website uses a small number of cookies and similar technologies to keep the site running smoothly. We may also use analytics and advertising tools (such as Google Analytics and Google Ads conversion tracking) to understand how people use our site and to measure the effectiveness of our advertising. These tools use cookies or similar identifiers and may share anonymous information with the relevant provider. You can control cookies through your browser settings or opt out of Google’s advertising products at adssettings.google.com.
7. How we store and protect your information
We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, modification or disclosure. These include encryption in transit (HTTPS), restricted access to our systems, strong authentication, and careful selection of the vendors we use. However, no method of transmission or storage is 100% secure and we cannot guarantee absolute security.
8. How long we keep your information
We keep your information for as long as we reasonably need it to provide our services, resolve any issues, and meet legal, tax and insurance obligations. When we no longer need it, we take reasonable steps to delete or de-identify it.
9. Your rights
Under the Privacy Act 1988 (Cth) you have the right to:
- Ask us what personal information we hold about you.
- Ask us to correct or update information that’s inaccurate or out of date.
- Ask us to delete your information, subject to our legal obligations.
- Withdraw any consent you’ve previously given.
- Make a complaint if you believe we’ve breached your privacy.
To exercise any of these rights, email us at info@firstcallplumbingco.com.au. We aim to respond within a reasonable timeframe (usually within 30 days).
If you’re not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.
10. Children
Our website and services aren’t directed at people under 18. If you’re under 18, please don’t submit personal information to us without a parent or guardian’s involvement.
11. Changes to this policy
We may update this Privacy Policy from time to time as our services, tools or legal obligations change. The latest version will always be available on this page, with an updated “Last updated” date at the top.
12. Contact us
If you have any questions about this Privacy Policy or how we handle your information, please get in touch:
- Email: info@firstcallplumbingco.com.au
- Phone: 07 4802 9058
- ABN: 14 332 567 128