Privacy Policy

Laurence Plumbing Group’s commitment to privacy

T and N Plumbing Pty Ltd its subsidiaries and affiliates in Australia (collectively referred to as Laurence Plumbing Group) are committed to managing personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws.

This document sets out our policies for managing your personal information and is referred to as our Privacy Policy.

In this Privacy Policy, “we” and “us” refers to Laurence Plumbing Group and “you” refers to any individual about whom we collect personal information.

About Laurence Plumbing Group

Laurence Plumbing Group is the provider of plumbing and gas fitting services throughout Australia. It provides reliable and quality plumbing and gas fitting services for small to large scale residential and commercial projects.

Please contact us for a full list of the companies which comprise Laurence Plumbing Group and which are subject to this Privacy Policy.

What information does Laurence Plumbing Group collect about you?

We may collect information from the following groups:

(a) Clients and prospective clients

(b) Visitors to our website

When you enquire about our services or when you become a client of Laurence Plumbing Group, a record is made which includes your personal information.

The type of personal information that we collect will vary depending on the circumstances of collection and the kind of service that you request from us, but will typically include:

(i) your name, e-mail, postal address and other contact details;

(ii) information about your employer or an organization who you represent;

(iii) your professional details;

(iv) addresses and links to your social media pages (Eg. Facebook, Instagram etc.);

(v) any additional personal information you provide to us, or authorise us to collect, as part of your interaction with Laurence Plumbing Group; and

(d) Prospective employees or applicants

We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you.

We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated). Before offering you a position, we may collect additional details such as your tax file number and superannuation information and other information necessary to conduct background checks to determine your suitability for certain positions (for example, positions which involve working with children).

(e) Other individuals

Laurence Plumbing Group may collect personal information about other individuals who are not clients of Laurence Plumbing Group. This includes customers and members of the public who participate in events we are involved with, individual service providers and contractors to Laurence Plumbing Group, and other individuals who interact with Laurence Plumbing Group on a commercial basis. The kinds of personal information we collect will depend on the capacity in which you are dealing with Laurence Plumbing Group. Generally, it would include:

(i) your name, e-mail, postal address and other contact details;

(ii) information about your employer or an organization who you represent;

(iii) your professional details;

(iv) addresses and links to your social media pages (Eg. Facebook, Instagram etc.)

(v) any additional personal information you provide to us, or authorize us to collect, as part of your interaction with Laurence Plumbing Group.

If you are participating in an event we are managing or delivering, we may take images or audio-visual recordings which identify you.

In limited circumstances, Laurence Plumbing Group may collect information which is considered sensitive information. For example, if you are injured at an event promoted or delivered by Laurence Plumbing Group we may collect health information about you in an emergency or otherwise with your consent.

We may collect personal information about children (for example, when children participate in events we are involved with). Where children do not have sufficient maturity and understanding to make decisions about their personal information, we will require their parents or guardians to make decisions on their behalf.

You can always decline to give Laurence Plumbing Group any personal information we request, but that may mean we cannot provide you with some or all of the services you have requested. If you have any concerns about personal information we have requested, please let us know.

(f) Visitors to our websites

The way in which we handle the personal information of visitors to our websites is discussed below.

How and why does Laurence Plumbing Group collect and use your personal information?

Laurence Plumbing Group collects personal information reasonably necessary to carry out our business, to assess and manage our clients' needs, and provide services including (but not limited to) plumbing and gas fitting work, providing quotations and completing inspections. We may also collect information to fulfil administrative functions associated with these services, for example billing, entering into contracts with you or third parties and managing client relationships.

The purposes for which Laurence Plumbing Group usually collects and uses personal information depends on the nature of your interaction with us, but may include:

(a) responding to requests for information and other general inquiries;

(b) providing quotations for work or services;

(d) arranging for statutory inspections and certificates on plumbing or gas fitting work completed by us;

(e) complying with our obligations under relevant state and federal legislation relating to the completion of building and plumbing work (for example: Queensland Building & Construction Commission Act);

(f) managing, planning, advertising and administering our work, services, programs and events.

(g) researching, developing and expanding our facilities and services;

(h) informing you of our activities, events, facilities and services;

(i) recruitment processes (including for volunteers, internships and work experience);

(j) sending out marketing materials to potential clients; and

(k) responding to enquires and complaints

Laurence Plumbing Group generally collects personal information directly from you. We may collect and update your personal information over the phone, by email, over the internet or social media, or in person. We may also collect personal information about you from other sources, for example:

(a) our affiliated and related companies; and

(b) third party suppliers and contractors who assist us to operate our business.

Laurence Plumbing Group also collects and uses personal information for market research purposes and to innovate our delivery of products and services.

How does Laurence Plumbing Group interact with you via the internet?

You may visit our website: https://www.laurenceplumbing.com.au/ without identifying yourself.

You may also visit and view our Facebook Page, Instagram Page and Google Business Form without identifying yourself to us. However, you may be required to identify yourself to Facebook, Instagram and Google to do so. You should refer to the Privacy Policy and Terms of Service of these providers for more information on how your personal information is handled by them.

If you identify yourself (for example, by providing your contact details in an enquiry), any personal information you provide to Laurence Plumbing Group will be managed in accordance with this Privacy Policy.

Laurence Plumbing Group's websites use cookies. A “cookie” is a small file stored on your computer's browser, which assists in managing customised settings of the website and delivering content. We collect certain information such as your device type, browser type, IP address, pages you have accessed on our websites and on third-party websites. You are not identifiable from such information.

You can use the settings in your browser to control how your browser deals with cookies. However, in doing so, you may be unable to access certain pages or content on our website.

Laurence Plumbing Group's websites may contain links to third-party websites. Laurence Plumbing Group is not responsible for the content or privacy practices of websites that are linked to our website.

Can you deal with Laurence Plumbing Group anonymously?

Laurence Plumbing Group will provide individuals with the opportunity of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general enquiry). Generally, it is not practicable for Laurence Plumbing Group to deal with individuals anonymously or pseudonymously on an ongoing basis. If we do not collect personal information about you, you may be unable to utilise our services or participate in our events, programs or activities we manage or deliver.

How does Laurence Plumbing Group hold information?

Laurence Plumbing Group stores information by utilising electronic record keeping methods in secure databases (including trusted third party storage providers based in Australia and overseas, such as iCloud, Xero, AroFlo, Podium, Google and OneDrive). Personal information may be collected in paper-based documents and converted to electronic form for use or storage with the original paper-based documents destroyed. We take reasonable steps to protect your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure.

Laurence Plumbing Group maintains security over electronic data stores, such as through maintaining computer and network security. For example, we use firewalls (security measures for the internet) and other security systems such as user identifiers and passwords to control access to our computer systems.

Our websites do not necessarily use encryption or other technologies to ensure the secure transmission of information via the internet. Users of our websites are encouraged to exercise care in sending personal information via the internet.

Does Laurence Plumbing Group use or disclose your personal information for direct marketing?

Laurence Plumbing Group may use or disclose your personal information for the purpose of informing you about our services, upcoming promotions and events, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us using the contact details below.

If you opt-out of receiving marketing material from us, Laurence Plumbing Group may still contact you in relation to its ongoing relationship with you.

How does Laurence Plumbing Group use and disclose personal information?

We may use and disclose your personal information in the following ways:

(a) For customers and participants

The purposes for which we may use and disclose your personal information will depend on the services we are providing you. For example, if you have engaged us to deliver a service, we may disclose information about you to service providers where this is relevant to our services.

If you are a customer or participant in an event, we may disclose your personal information to our clients and venues where this is reasonably necessary for, and relevant to, the delivery of the event. We may use images or audio-visual recordings which identify you for promotional purposes where you would reasonably expect this to occur.

(b) Disclosure to contractors and other service providers

Laurence Plumbing Group may disclose information to third parties we engage in order to provide our services, including contractors and service providers used to provide plumbing / gas fitting services or supplies, data processing, data analysis, customer satisfaction surveys, information technology services and support, website maintenance/development, printing, archiving, mail-outs, and market research.

Personal information may also be shared between related and affiliated companies of Laurence Plumbing Group, located in Australia and overseas.

Third parties to whom we have disclosed your personal information may contact you directly to let you know they have collected your personal information and to give you information about their privacy policies.

Laurence Plumbing Group will also use and disclose personal information for a range of administrative, management and operational purposes. This includes:

(i) administering billing and payments and debt recovery;

(ii) planning, managing, monitoring and evaluating our services;

(iii) quality improvement activities;

(iv) statistical analysis and reporting;

(v) training staff, contractors and other workers;

(vi) risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives);

(vii) responding to enquiries and complaints regarding our services;

(viii) obtaining advice from consultants and other professional advisers; and

(ix) responding to subpoenas and other legal orders and obligations.

(d) other uses and disclosures

We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.

Does Laurence Plumbing Group disclose your personal information overseas?

Laurence Plumbing Group is a global organization and works with clients, service providers, sponsors and commercial interests across the globe. It is likely that your personal information will be disclosed to overseas recipients. This will most likely happen if the data that we collect and store in iCloud, Xero, AroFlo, Podium, Google or OneDrive is stored on servers or computer systems located outside of Australia.

Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.

Entities which Laurence Plumbing Group often deal with as part of their normal operations may sometimes be located in the United States of America, Europe and Israel. In circumstances where your information is disclosed to overseas recipients, such disclosure will be done for the purpose of Laurence Plumbing Group carrying out its normal operations, as set out in this Privacy Policy.

How can you access or seek correction of your personal information?

You are entitled to access your personal information held by Laurence Plumbing Group on request. To request access to your personal information please contact our privacy officer using the contact details set out below.

You will not be charged for making a request to access your personal information but you may be charged for the reasonable time and expense incurred in compiling information in response to your request.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

However, if you consider any personal information we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading you are entitled to request correction of the information. After receiving a request from you, we will take reasonable steps to correct your information.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the Australian Privacy Principles. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

What should you do if you have a complaint about the handling of your personal information?

You may contact Laurence Plumbing Group at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled.

You may make a complaint about privacy to the privacy officer at the contact details set out below.

The privacy officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week.

If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavor to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to your complaint, or you consider that Laurence Plumbing Group may have breached the Australian Privacy Principles or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992 or by using the contact details on the website www.oaic.gov.au.

How changes are made to this Privacy Policy?

Laurence Plumbing Group may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.

How can you contact Laurence Plumbing Group?

The contact details for Laurence Plumbing Group are:

Laurence Plumbing Group privacy officer:

Email: admin (the at symbol) laurenceplumbing.com.au

Postal Address: PO Box 527, Bayswater VIC 3153

This Privacy Policy was last updated in July 2022.