Torna Plumbing Privacy Policy
1. Introduction
Torna Plumbing (we, us, our) is committed to protecting your personal information and handling it in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you ask us for a quote, book a job, visit our website or otherwise deal with us.
A current version of this Policy is always available on our website.
2. What Personal Information We Collect
We may collect the following personal information about you:
- Your name
- Your address, and the address of the property where work is to be done
- Email address and phone number
- Details about your property and plumbing, such as the issue you need fixed, fixtures, hot water system and site access arrangements
- Photos or videos of your property that you send us, or that we take when quoting or carrying out work
- Billing and payment details
- Information about the quotes, jobs and services we provide to you
- Any other information you choose to give us
We only collect personal information that is reasonably necessary to run our business. We do not usually collect sensitive information about you.
3. How We Collect Your Personal Information
We collect most personal information directly from you, for example when you:
- Ask for a quote by phone, email, text message, our website or social media
- Book, confirm or pay for a job
- Speak with us on site or contact us with a question
We may also collect your information from people who arrange work on your behalf, such as a real estate agent, property manager, strata manager or builder, and through the tracking technologies described in section 10.
4. Why We Collect Your Personal Information
We collect, use and disclose your personal information to:
- Prepare quotes, and schedule and carry out plumbing work
- Communicate with you about your quote, booking or job
- Issue invoices and process payments
- Provide warranty and after-sales support
- Meet our legal, licensing, tax, insurance and workplace health and safety obligations, including compliance certificates
- Respond to your enquiries and complaints
- Improve our services
- Send you information about our services, where permitted (see section 9)
- Deliver and measure our online advertising (see section 10)
5. Disclosure of Personal Information
We may disclose your personal information to:
- Our employees, subcontractors and authorised representatives, on a need-to-know basis
- Suppliers who help us complete your job
- Real estate agents, property managers, strata managers or builders, where they arranged the work or you have asked us to
- Regulators and authorities, such as for plumbing compliance certificates or permits
- Our professional advisers, such as lawyers, accountants and insurers
- Trusted technology and service providers that help us run our business, such as job management, booking, accounting, payment, email and website providers
- Law enforcement or other third parties, where required or authorised by law
We do not sell your personal information.
6. Overseas Disclosure
Some of our service providers may store or process personal information outside Australia.
Where this happens, we take reasonable steps to ensure your personal information is handled in line with the Australian Privacy Principles.
7. Data Security and Storage
We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include secure systems, password-protected devices, access controls, and encryption where appropriate.
We keep personal information only for as long as we need it for the purposes in this Policy, or as required by law. When we no longer need it, we securely delete or de-identify it.
8. Access and Correction
You have the right to ask for access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, incomplete or out of date.
To make a request, please contact us using the details in section 12. We will respond within a reasonable time.
9. Direct Marketing
From time to time, we may use your contact details to send you information about our services, such as service reminders or seasonal offers.
You can opt out at any time by using the unsubscribe link in our messages, replying STOP to a text message, or contacting us using the details in section 12.
10. Digital Advertising and Tracking Technologies
We use cookies, pixels and similar tools on our website, including the Meta Pixel and Google tools such as Google Analytics. These help us understand how people use our website and deliver relevant advertising.
This information may be used to:
- Show you relevant ads on Facebook, Instagram, Google and other platforms
- Create custom and lookalike audiences
- Measure the effectiveness of our advertising
Information collected through these tools may be shared with Meta and Google and handled under their own privacy policies. We do not use sensitive information for advertising.
You can manage your advertising preferences through your Facebook or Instagram Ad Preferences, your Google account ad settings, youronlinechoices.com.au, your browser settings, or by contacting us.
11. Privacy Complaints
If you have a complaint about how we have handled your personal information, please contact us first using the details in section 12. We will acknowledge your complaint, look into it, and respond within a reasonable time.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
12. Contact Details
If you have any questions about this Policy, or want to exercise any of your privacy rights, please contact us:
- Business name: Torna Plumbing
- Privacy contact: [name or role]
- Email: [email address]
- Phone: [phone number]
- Address: [postal address]
13. Updates to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or in the law. The latest version will always be on our website, and where changes are significant, we will let you know.