Privacy Policy

Geelong Hot Water Group respects your privacy and is committed to handling your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth). This policy explains how we collect, use, disclose and protect the personal information you provide when you enquire about hot water repairs, replacements or installations through this website.

Information we collect

When you submit an enquiry through our website, we collect the following information:

• Your name
• Mobile phone number
• Email address
• Suburb
• The service you require (e.g. no hot water, repair, replacement, installation)
• Brand of your existing hot water system (if known)
• System type (electric storage, gas, continuous flow, heat pump, solar, etc.)
• The issue you are experiencing
• Any additional details you choose to provide
• Whether you are the owner or tenant of the property
• Whether the property is residential or commercial
• Your preferred contact method (phone or SMS)
• Your preferred appointment timing
• The page on our website from which the enquiry was submitted

We also automatically collect limited technical information (such as anonymised IP address, browser type and pages visited) via cookies and analytics tools when you use our website.

How we use your information

We use the information you provide to:

• Respond to your enquiry and arrange the hot water service you have requested
• Match your job to an approved local service provider in your area
• Contact you by phone, SMS or email to discuss your enquiry and provide a quote
• Improve our website, marketing and customer service
• Comply with our legal and record-keeping obligations

Sharing your enquiry with a local service provider

Geelong Hot Water Group operates as a lead-matching service. When you submit an enquiry, the details you provide are securely transmitted to The Tradie Code platform, which assigns your job to an approved local plumbing or hot water service provider. That provider will contact you directly to discuss your requirements, arrange an on-site assessment and carry out any work you agree to.

By submitting an enquiry, you consent to your details being provided to the assigned local service provider for the purpose of responding to your enquiry.

Google Ads conversion tracking

We use Google Ads conversion tracking to measure the effectiveness of our advertising. When you successfully submit an enquiry, a conversion event is sent to Google Ads. This event does not include your name, phone number, email address or the content of your enquiry — it only records that a submission occurred.

Cookies and analytics

Our website uses cookies and similar technologies to help the site function correctly, to understand how visitors use the site, and to support our advertising. This may include Google services such as Google Ads and Google Analytics. You can control or disable cookies at any time through your browser settings, though some features of the site may not work as intended if cookies are disabled.

Email notifications

When you submit an enquiry, automated email notifications may be sent to you (for example, to confirm your submission) and to the assigned service provider. We do not add you to marketing mailing lists without your consent.

Data storage

Enquiry information is stored securely within The Tradie Code platform, which we use to manage lead assignment and job records. Data may be stored on servers located in Australia or overseas, subject to appropriate security controls.

Data security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. This includes transmitting your enquiry over encrypted (HTTPS) connections and restricting access to authorised personnel and assigned service providers. No method of transmission or storage is 100% secure, but we work to maintain appropriate safeguards.

Data retention

We retain enquiry information for as long as is reasonably necessary to respond to your enquiry, provide the requested services, meet our legal, tax and record-keeping obligations, and resolve any disputes. When information is no longer required, it is deleted or de-identified.

Access and correction

You have the right to request access to the personal information we hold about you and to request that it be corrected if it is inaccurate, out of date or incomplete. You may also request that we delete your information, subject to any legal obligations that require us to retain it. To make a request, please contact us using the details below.

Complaints

If you believe we have breached your privacy, please contact us first so we can investigate and respond. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Contact us

For any privacy enquiries, access or correction requests, please contact:

Geelong Hot Water Group
Call us on our local Geelong number: (03) 4250 9553, or submit an enquiry using our online form on the Contact page.

This policy may be updated from time to time. The current version applies from the date of your visit to the website.