Privacy

Privacy collection notice

Last updated 10 November 2026

This notice explains what personal information Clean Flow Plumbing Services collects through this website, why we collect it, who we share it with, and how you can get to it or correct it. It covers the website only.

What we collect, and when

When you send us an enquiry

The contact form asks for your name, email address, phone number, a subject and your message. We also record the IP address and browser user agent the enquiry arrived from. That last part is not about you personally: it is how we tell a real enquiry from automated abuse of the form.

When you create a customer account

We collect your first and last name, email address, phone number, postal address and account type. Your password is never stored. What we keep is a one-way hash of it, which lets us check a password at sign-in but cannot be turned back into the password itself, including by us.

When you request plumbing work

We collect the service address, a description of the work needed, your preferred date and time, a contact phone number, and any access instructions you give us. Access instructions are read by the plumber assigned to your job, so please do not put anything in that field you would not want our staff to see.

When you rate a finished job

We record the rating you give and the date you gave it, against the job it belongs to.

When you use the website assistant

The assistant receives the text of your question. Please do not type personal details into it: it is there to tell you where things are on the site, and it does not need them. Questions it could not answer are stored so we can write better answers, which means a question you ask may be read later by our team.

Information collected automatically

We keep an activity log of what our own staff do in the system, including who viewed or changed a record and when, which is a protection for your information rather than a use of it. We also count form submissions and sign-in attempts to stop abuse. Those counters do not store your IP address as-is: it is turned into an irreversible fingerprint that cannot be read back.

This site uses two cookies, both strictly necessary: one that keeps you signed in, and one that protects forms against cross-site request forgery. There are no advertising, analytics or tracking cookies on this site, and no third-party tracking scripts.

Who we share it with

We do not sell your personal information, and we do not disclose it for marketing. It is shared only with the services needed to run the site:

• An address lookup service. As you type into the address field on the job request form, what you have typed so far is sent to getAddress(), an Australian address provider, so it can suggest matching addresses. Nothing else about you is sent, and the lookup is not used anywhere else on the site.
• Google. Questions you type into the website assistant are sent to Google's Gemini service to generate an answer. Google processes this outside Australia. Our staff screens also show a job's address on an embedded Google map, which discloses that address to Google when a staff member opens the job.
• Our web host. The site and its database run on hosted infrastructure, and email we send you passes through that host's mail service.

How we store and protect it

Your information is held in a database on our hosting account. Access is limited to staff whose role requires it, and every account sees only what that role is allowed to see. Passwords are stored as one-way hashes. Sessions expire after thirty minutes of inactivity, so an unattended screen does not stay open indefinitely. The session cookie cannot be read by scripts in the page, which limits what a flaw elsewhere on the site could reach.

No system is perfectly secure, and we are not going to claim otherwise. What we can say is that the protections above are in place and that staff access is logged.

How long we keep it

Giving us your information is your choice

You do not have to use this website. You can call us instead, on the number in the site header, and give us what you are comfortable giving over the phone. If you leave out something we need, such as the service address, we may not be able to carry out the work you are asking for.

Getting to your information, or correcting it

You can ask us for a copy of the personal information we hold about you, and ask us to correct anything that is wrong. If you have an account, you can see and update much of it yourself once signed in. For anything else, or to make a privacy complaint, contact us using the details below. If you are not satisfied with how we handle a complaint, you can take it to the Office of the Australian Information Commissioner at oaic.gov.au.

Contact us about privacy

In the meantime you can reach us through the contact form or on (03) 9000 0000.