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Privacy Policy

1. About this policy

This Privacy Policy explains how the Pooltime Trust (ABN 42 801 451 506), trading as Claremont Pool Service (“Claremont Pool Service”, “we”, “us” or “our”), collects, holds, uses and discloses your personal information.

We also trade as Pool Assist, which services Booragoon and surrounding suburbs. Claremont Pool Service and Pool Assist are the same business, and this policy applies to personal information collected under both names.

We are committed to protecting your privacy and handling your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to personal information we collect through our website (claremontpoolservice.com.au), by phone, by email, in person at our premises or at your property, and through our social media channels.

By using our website or services, you acknowledge that your personal information will be handled as set out in this policy.

2. What personal information we collect

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. The kinds of personal information we collect depend on how you deal with us, and may include:

  • Contact details – your name, phone number, email address and postal address.
  • Property details – the service address, suburb and postcode, whether you are a property owner, renter, agent or strata manager, and details of your pool, spa and equipment.
  • Access and scheduling information – preferred service days and times, whether you need to be home, gate and access arrangements, whether we should call before arriving, and any other access notes you give us.
  • Photos – images of your pool, spa or equipment that you upload through our website or send to us.
  • Service history – records of the services, repairs, equipment and advice we have provided to you.
  • Payment and billing information – invoicing details and records of payments. [Confirm how payments are taken. If card payments are processed by a third-party provider, we do not store full card details.]
  • Communications – records of your enquiries, emails, calls and feedback.
  • Website and device information – your IP address, browser type, device, pages visited and how you arrived at our site, collected through cookies and similar technologies (see section 7).

We do not intentionally collect sensitive information (such as health, racial or religious information). Please do not include sensitive information in forms or messages to us.

Dealing with us anonymously

Where practical, you can deal with us anonymously or using a pseudonym, for example when making a general enquiry. However, we need your name, contact details and service address to quote for, book or carry out work at your property.

3. How we collect your personal information

We collect personal information directly from you when you:

  • complete the service request form on our website
  • call, email or message us
  • visit our Claremont or Booragoon premises
  • book, receive or pay for our services
  • follow, message or interact with us on social media.

Sometimes we collect personal information from third parties, such as a real estate agent or strata manager arranging service on behalf of an owner or tenant. Where we do, we will take reasonable steps to make sure you are aware of it.

We also collect some information automatically when you use our website (see section 7).

Unsolicited information

If we receive personal information we did not ask for and could not have collected under the APPs, we will destroy or de-identify it where lawful and reasonable to do so.

4. Why we collect, hold and use your personal information

We collect, hold and use your personal information to:

  • respond to enquiries and provide quotes
  • schedule, carry out and follow up on pool and spa servicing, repairs and equipment installations
  • access your property safely and in line with your instructions
  • supply equipment and arrange warranty claims with manufacturers
  • issue invoices and process payments
  • keep records of the work we have done for you
  • send service reminders and updates about your bookings
  • send you news and offers, where you have agreed to receive them (see section 6)
  • improve our website, services and customer experience
  • meet our legal, insurance, safety and regulatory obligations
  • handle complaints and resolve disputes.

If you do not provide the information we ask for, we may not be able to provide our services to you.

5. Who we disclose your personal information to

We only disclose your personal information for the purposes it was collected, for a related purpose you would reasonably expect, with your consent, or where required or authorised by law. We may disclose it to:

  • Our staff, who need it to carry out work at your property
  • Equipment manufacturers and suppliers, to arrange warranty claims, repairs or parts
  • Agents or strata managers who have arranged the service on your behalf
  • Service providers who help us run our business, such as website hosting, IT, email, scheduling or job-management software, accounting and payment providers, and marketing and analytics providers
  • Professional advisers, such as our accountants, lawyers and insurers
  • Government agencies or regulators, where required or authorised by law.

We require our service providers to keep your personal information secure and to use it only for the services they provide to us.

We do not sell your personal information.

Overseas disclosure

Some of our service providers store or process information outside Australia. For example, website analytics, advertising, email and cloud software providers such as Google and Meta may store data in the United States and other countries where they or their data centres operate. [List any other countries relevant to your software, e.g. where your job-management or email provider stores data.]

Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a way consistent with the APPs.

6. Direct marketing

We may use your contact details to send you service reminders, news and special offers about our products and services, where you have agreed to this or would reasonably expect it.

Every marketing email or SMS we send includes a simple way to unsubscribe. You can also opt out at any time by contacting us (see section 12). We comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

Opting out of marketing does not stop us sending messages about services you have booked.

7. Cookies, analytics and advertising

Our website uses cookies and similar technologies. Cookies are small text files stored on your device that help our website work and help us understand how it is used.

We use:

  • Essential cookies – needed for the website and forms to work.
  • Google Analytics 4 and Google Tag Manager – to understand how visitors use our website, such as pages visited and time on site. Information is collected in aggregated form. You can learn more at policies.google.com/privacy and opt out using the Google Analytics opt-out browser add-on.
  • Google Ads – to measure the results of our ads and show our ads to people who have visited our website.
  • Meta Pixel (Facebook and Instagram) – to measure the results of our ads and show relevant ads on Facebook and Instagram. Learn more at facebook.com/privacy/policy.

[Remove any tool above that the website does not use, and add any others, such as reCAPTCHA, Google Maps, Microsoft Clarity or Hotjar.]

You can control or delete cookies through your browser settings, and manage ad preferences through your Google Ad Settings and Facebook or Instagram account settings. Blocking some cookies may affect how our website works.

Automated decision-making

We do not use computer programs to make decisions about you that could reasonably be expected to significantly affect your rights or interests. If this changes, we will update this policy to explain the kinds of personal information used and the kinds of decisions made.

8. How we hold and protect your personal information

We hold personal information in electronic records (including secure cloud-based systems) and, in some cases, paper records.

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include password-protected systems, restricting access to staff who need it, using reputable service providers and securely storing paper records.

When we no longer need your personal information for any purpose, and are not legally required to keep it, we take reasonable steps to destroy or de-identify it.

No method of transmitting information over the internet is completely secure. Please contact us if you have concerns about sending information to us online.

Data breaches

If a data breach is likely to cause serious harm to the people affected, we will notify them and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.

9. Accessing and correcting your personal information

You can ask to access the personal information we hold about you, or ask us to correct it if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details in section 12. We will need to verify your identity before acting on your request. We will respond within a reasonable time, usually within 30 days.

We do not charge for making a request or for correcting information. We may charge a reasonable fee to cover the cost of providing access, and will tell you beforehand.

If we refuse your request, we will tell you why in writing and how you can complain, unless it would be unreasonable to do so.

10. Third-party websites

Our website links to other websites, including our social media pages. We are not responsible for the privacy practices of third-party websites, and recommend you read their privacy policies.

11. Making a complaint

If you have a concern about how we have handled your personal information, please contact us first using the details in section 12, with as much detail as possible. We will acknowledge your complaint promptly and aim to respond within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:

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

12. Contact us

For any questions about this policy or your personal information, please contact:

Privacy Officer

Claremont Pool Service

257 Stirling Highway, Claremont WA 6010

Email: service@claremontpoolservice.com.au

Phone: (08) 9384 5144

13. Changes to this policy

We may update this policy from time to time to reflect changes in the law, our services or how we handle personal information. The latest version will always be published on our website, with the date it was last updated.