Privacy Policy

Effective date: June 2026

This privacy policy explains how Blacktown Hot Water (“we,” “us,” or “our”) collects, uses, stores and discloses personal information when you visit our website, place an order, or contact us for hot water services. We are committed to handling your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Trading name: Blacktown Hot Water
ABN: 42 606 115 600
Website: blacktownhotwater.com.au
Email: info@blacktownhotwater.com.au
Phone: (02) 9627 5447

What Personal Information We Collect

We collect personal information that you provide directly to us when you:

Place an order through our online shop
Submit a contact or enquiry form
Call or email us about a service, repair or installation
Create a customer account on our website

The types of personal information we may collect include:

Contact details — name, email address, phone number, residential or delivery address
Order details — products purchased, order value, delivery and installation requirements
Payment information — payment method and transaction details (we do not store full credit card numbers — see Payment Processing below)
Communication records — emails, contact form submissions and phone enquiry notes related to your order or service
Technical information — IP address, browser type, device type and pages visited on our website (collected automatically via cookies and analytics — see below)

We only collect personal information that is reasonably necessary to provide our products and services, process your orders, and communicate with you about your purchase or enquiry.

How We Use Your Information

We use your personal information to:

Process and fulfil orders for hot water systems, including delivery and installation
Arrange repairs, replacements and service appointments
Communicate with you about your order, delivery, installation or service enquiry
Issue invoices, receipts and warranty documentation
Respond to questions and support requests
Improve our website, product range and customer experience
Comply with legal and regulatory obligations

We do not use your personal information for direct marketing unless you have given us your consent. We will not sell, rent or trade your personal information to third parties for their own marketing purposes.

Payment Processing

When you make a purchase through our website, your payment is processed by a third-party payment gateway. We do not store your full credit card number, CVV or other sensitive payment credentials on our servers.

Your payment information is handled directly by the payment provider under their own privacy and security policies. We receive only a transaction confirmation and a reference number to match with your order.

Cookies

Our website uses cookies — small text files stored on your device — to make the site work properly and to help us understand how visitors use it.

Essential cookies: Our online shop uses session cookies to keep track of your shopping cart contents and order progress during your visit. These are necessary for the checkout process to function and expire when your session ends or after a short period of inactivity. If you create a customer account, cookies are also used to keep you logged in and remember your preferences.

Analytics cookies: We use Google Analytics to understand how visitors use our website, including which pages are visited, how long visitors spend on the site, and how they arrived. Google Analytics collects anonymised data and does not identify you personally. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.

Performance cookies: Our website may use cookies to optimise page loading speed. These cookies do not collect personal information.

We do not use cookies for advertising, retargeting or behavioural profiling.

Third-Party Services

We may share your personal information with the following types of third-party service providers, only to the extent necessary to deliver our products and services:

Payment processors — to process transactions securely
Delivery and logistics providers — to arrange delivery of hot water systems to your address
Installation and service contractors — to coordinate installation, repair or replacement work at your property
Website hosting and infrastructure providers — to host and maintain our website
Analytics providers — to collect anonymised website usage data

These third parties are required to handle your information in accordance with their own privacy obligations and are not authorised to use your personal information for any purpose other than providing services to us.

We will not disclose your personal information to any other third party unless:

You have given your consent
We are required or authorised by law (for example, in response to a court order or regulatory investigation)
It is necessary to prevent a serious threat to life, health or safety

Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, including:

Order and transaction records — retained for a minimum of seven years to comply with Australian tax and business record-keeping obligations
Customer account information — retained for as long as your account remains active, or until you request deletion
Contact form submissions and enquiry records — retained for a reasonable period to allow us to follow up and provide support
Website analytics data — anonymised and aggregated; retained in accordance with our analytics provider’s data retention settings

When personal information is no longer needed, we will take reasonable steps to destroy or de-identify it.

Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These measures include:

Secure hosting with SSL/TLS encryption on all pages
Payment processing handled by PCI-compliant third-party providers
Access to customer data restricted to authorised personnel only
Regular software and security updates

No method of electronic transmission or storage is completely secure. While we strive to protect your personal information, we cannot guarantee absolute security.

Your Rights

Under the Australian Privacy Principles, you have the right to:

Access the personal information we hold about you
Request correction of any personal information that is inaccurate, incomplete or out of date
Request deletion of your personal information, subject to any legal obligations we have to retain certain records
Withdraw consent for any processing based on your consent (such as marketing communications)
Make a complaint if you believe we have breached the Australian Privacy Principles

To exercise any of these rights, contact us using the details below.

If you are not satisfied with our response to a complaint, you may contact the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au
Phone: 1300 363 992

Children’s Privacy

Our website and services are not directed at children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.

Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices, services or legal requirements. The updated policy will be posted on this page with a revised effective date. We encourage you to review this policy periodically.

Contact Us

If you have any questions about this privacy policy or how we handle your personal information, contact us:

Email: info@blacktownhotwater.com.au
Phone: (02) 9627 5447
Website: blacktownhotwater.com.au