Home / Privacy policy

Privacy policy

Last updated 5 November 2026

Modern Plumbing Group Pty Ltd (ABN 11 632 746 359) respects your privacy. This policy explains what personal information we collect when you contact us, book a job or use this website, how we use and share it, and the choices you have. We aim to handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

Contact us about privacy

Modern Plumbing Group Pty Ltd, Unit 2/37 Trevi Cres, Tullamarine VIC 3043
Phone 0413 667 200 · Email info@modernplumbinggroup.com.au

What we collect

We collect the information we reasonably need for the purposes set out in this policy. Depending on how you deal with us, this can include:

your name, phone number, email address and the address of the property
details of the job, including notes, photos or videos you send us, and access instructions
notes and photos our plumbers take on site as a record of the work
booking requests, such as your preferred day and time
quotes, invoices, payment records and job history
details of tenants, owners, property managers or strata managers when a job is arranged on someone else's behalf
basic technical information when you use this website, such as your IP address, device and browser

We don't ask for sensitive information (such as health information) unless it matters for the job, for example if someone at the property needs extra care or access arrangements, and only with the consent of that person or someone authorised to act for them. Where possible we just note the practical access need rather than any medical details. Health information is also covered by the Health Records Act 2001 (Vic).

You can make a general enquiry without giving your name, but we need contact and property details to quote or book work. If you don't give them, we may not be able to help.

How we collect it

Most information comes straight from you: by phone, text message, email, our website forms (including “Book a time”), social media messages, or in person on site. We may also receive your details from a real estate agent, property manager, owners corporation, builder or insurer who has asked us to attend your property, or from a referral or booking platform you have used to contact us. If someone gives us your details to arrange a job, we ask them to let you know.

How we use it

to respond to enquiries, give quotes and book jobs
to send job updates, booking confirmations, reminders and arrival messages by SMS or email
to carry out the work, including ordering parts and arranging warranty claims with manufacturers and suppliers
to issue compliance certificates and lodge records that plumbing and gas regulations require
to process rebate or incentive applications you ask us to help with
to invoice you, take payment and keep business and tax records
to follow up on our work, handle warranty or service calls, and ask for feedback or a review
to protect our website and systems from spam and misuse, and to improve our services
to send marketing, but only as described below

Phone calls and text messages

We use your phone number to call or text you about your enquiry or job. Our phone system may log call details such as the number, time and length of the call so we can return missed calls. If we record calls, we will tell you before recording starts.

Marketing

We only send marketing emails or texts, such as offers or service reminders, with your express consent, or where the Spam Act 2003 (Cth) allows us to infer consent because you would reasonably expect relevant marketing from our ongoing relationship. Every marketing message identifies us and includes a simple way to unsubscribe, and we action unsubscribe requests within five working days. Unsubscribing won't stop messages about a job you have booked.

This website

Forms. When you submit a form, such as “Book a time”, the details are emailed and texted to our team so we can respond, and booking requests also go into our job management system. We also send you a text (and an email, for work orders) to let you know we received it.
Spam protection. Our forms use Cloudflare Turnstile to check that a real person is sending them. Turnstile processes your IP address and technical signals from your browser to do this, as described in Cloudflare's Turnstile privacy addendum.
Maps. Some pages show a map using OpenStreetMap tiles, loaded with the Leaflet map library from unpkg.com. Loading the map sends your IP address to these services, which run on global networks. See the OpenStreetMap Foundation privacy policy.
Analytics and advertising. We use Google Tag Manager to load Google Analytics, Google's conversion linker, and Microsoft Clarity, and we use Attributable analytics (run for us by our marketing agency, 121 Group). They use cookies and similar technology to record the pages you visit, how you use them (such as clicks, scrolling and taps on our phone number), your device and browser, and the ad or link that brought you here. We use this to see what's working and to measure our advertising, including sharing results with Google Ads.
Session recording. Microsoft Clarity records how pages are used, including replays of clicks, scrolling and page content. By default, Clarity masks what you type into form fields. See the Microsoft privacy statement.
Matching enquiries to ads. If you came from one of our ads, your browser stores the ad click ID. We use it for up to 90 days from that click, and any campaign details for up to 90 days from that visit, then it's deleted the next time you visit. The click ID is sent with any form you submit in that time. When you send a form, our form system also passes your details to Attributable, which keeps only a scrambled (hashed) copy of the phone number, any email address, name and suburb you gave, with the click ID, and use this, and similar scrambled details from our call and job records (which also go to Attributable, with job values), to tell Google Ads which ads led to enquiries and jobs and to measure our marketing. Scrambled details can still be personal information. These providers may process information overseas, including in the United States.
Your choices. . This stops Google Analytics, Clarity and Attributable loading on this site, stops our forms passing your details to Attributable, and clears the stored click ID, in this browser only. It applies straight away on this page, and to any other tabs of this site once they're reloaded. The site still works with them off, including calling us and sending forms. You can also clear or block cookies from these tools in your browser settings, and manage Google ads in My Ad Center.

Who we share it with

We don't sell personal information. We share only the information that is relevant, and only for the purposes in this policy or where the law requires or allows it, with:

our staff and any licensed subcontractors working on your job
suppliers and manufacturers, for parts and warranty claims
service providers who run our business systems: job management and scheduling (ServiceM8), email (including Resend for website form emails), SMS (Mobile Message), phone, accounting, payments, and website hosting and security (Cloudflare)
the person or organisation who arranged the job, such as your agent, property manager or owners corporation
regulators and government bodies, such as the Building and Plumbing Commission, Energy Safe Victoria, water corporations and rebate programmes, where a compliance certificate, notification or application is needed
our insurers, lawyers and accountants

Information stored or accessed overseas

Some of our service providers are based overseas or use overseas data centres. In particular, Resend (email) and Cloudflare (website hosting and security) are based in the United States and may process information there. Cloudflare and the map services above use global networks, so information may pass through servers in many countries and we can't list them all. Where we disclose information overseas, we take reasonable steps to make sure the recipient handles it in line with the Australian Privacy Principles.

Keeping it safe

We take reasonable steps to protect personal information from misuse, loss and unauthorised access, including password-protected systems and limiting access to people who need it. How long we keep records depends on the type of record and the law that applies to it, for example tax, company and plumbing compliance records. When we no longer need information and aren't required to keep it, we take reasonable steps to delete it or make it anonymous.

Access and correction

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by contacting us using the details above. We may need to confirm your identity first. We respond within a reasonable time, usually within 30 days, and will tell you if we need longer. If we refuse access or correction, we will explain why in writing and tell you how to complain. If we don't agree to a correction, you can ask us to keep a note with your information saying you believe it is wrong.

Complaints

If you have a concern about how we have handled your information, please contact us first. We will look into it, let you know the outcome, and aim to do this within 30 days. If you're not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992 for information about your options. For complaints about health information, you can also contact the Victorian Health Complaints Commissioner at hcc.vic.gov.au.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.