1. About this policy
Waterly Pty Ltd trading as Waterlyaustralia (ABN 40 701 500 807) (“we”, “us”, “our”) supplies and installs water filtration systems in Australia. We are committed to protecting your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy explains what personal information we collect, how we use and disclose it, and how you can access, correct or complain about it. It applies to information collected through our website, social media advertising (including Facebook and Instagram lead forms), phone, email and in person.
By providing your personal information to us, you agree to it being handled as described in this policy.
2. Information we collect
We only collect information that is reasonably necessary to quote, supply, install and service our products. This may include:
• Contact details: name, phone number, email address, residential or postal address and postcode
• Property details: whether you own or rent, water supply type, plumbing details and photos of your installation site
• Transaction details: quotes, orders, invoices, payment records and warranty information
• Communication records: enquiries, call notes, emails, messages and feedback
• Technical information: IP address, browser type, device information, pages visited and cookie data when you use our website or interact with our ads
We do not collect sensitive information (such as health information) unless you choose to provide it and it is required for our services.
We do not store full credit card details. Card payments are processed by secure third-party payment providers.
3. How we collect information
We collect personal information directly from you when you:
• Submit an enquiry or quote request on our website
• Complete a lead form on Facebook or Instagram
• Call, email or message us
• Book a site assessment or installation
• Purchase a product or service from us
We may also collect information from third parties, such as advertising platforms (for example Meta), referral partners and installers working on our behalf. Where we receive information this way, we handle it in line with this policy.
You can deal with us anonymously or using a pseudonym for general enquiries. However, we need your contact and property details to provide a quote or install a system.
4. How we use your information
We use your personal information to:
• Respond to your enquiry and contact you about your quote
• Assess your property and recommend a suitable system
• Supply, install, maintain and service your system
• Process payments, issue invoices and manage warranties
• Provide customer support and handle complaints
• Meet our legal, regulatory and insurance obligations
• Improve our products, services, website and advertising
5. Direct marketing
We may use your contact details to send you information about our products, services, filter replacements and offers. We comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).
Every marketing email and SMS includes a simple way to unsubscribe. You can also opt out at any time by contacting us using the details below. Opting out of marketing does not affect service messages about your installation, warranty or account.
6. Cookies and advertising
Our website uses cookies and similar technologies, including analytics tools and the Meta Pixel, to understand how visitors use our site and to show relevant ads on platforms such as Facebook and Instagram.
You can disable cookies in your browser settings, though some website features may not work properly. You can manage ad preferences through your Facebook and Instagram account settings.
7. Who we share information with
We do not sell your personal information. We may disclose it to:
• Our employees, licensed installers and subcontractors who carry out your installation or service
• Product suppliers and manufacturers for warranty claims
• Service providers that support our business, such as CRM, cloud storage, payment, accounting, email and SMS providers
• Advertising and analytics providers, such as Meta and Google
• Our professional advisers, such as accountants, lawyers and insurers
• Government bodies, regulators or law enforcement where required or authorised by law
We require these parties to handle your information securely and only for the purpose we provided it.
8. Overseas disclosure
Some of our service providers, including administrative and customer support staff, are located outside Australia, in India. Some cloud and software providers may also store data in other countries, including the United States.
Before disclosing information overseas, we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles.
9. Storage and security
We store personal information in secure electronic systems and, where applicable, in physical files. We use reasonable measures to protect it from misuse, interference, loss and unauthorised access, including access controls, password protection and secure cloud services.
We keep information only as long as needed for the purposes in this policy or as required by law (for example, tax and warranty records). After that, we securely destroy or de-identify it.
If a data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.
10. Access and correction
You can request access to the personal information we hold about you, or ask us to correct it, by contacting us using the details below. We will respond within 30 days. We may need to verify your identity first.
We do not charge for a request, though we may charge a reasonable fee for providing large volumes of information. If we refuse a request, we will explain why in writing.
11. Complaints
If you have a concern about how we have handled your personal information, please contact us first. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:
• Website: www.oaic.gov.au
• Phone: 1300 363 992
12. Changes to this policy
We may update this policy from time to time. The latest version will always be published on our website with the date it was last updated.
13. Contact us
Contact our Privacy Officer:
• Business: Waterly Pty Ltd trading as Waterlyaustralia
• Address: 21 Ward St, Schofields NSW 2762 Australia.
• Phone: 1300 078 495
• Email: sales@waterlyaustralia.com.au
• Website: waterlyaustralia.com.au
