Privacy Policy

This policy explains how Whole Home Water Filters collects, uses, stores and shares your personal information. It applies when you visit wholehomewaterfilters.com.au, use our price quiz or water care planner, book a free water test, or ask us to supply, install or service a water filter or softener. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

Who we are

Whole Home Water Filters is a trading name of Elite Contracting WA Pty Ltd (ABN 89 694 602 349). Elite Contracting WA Pty Ltd is the business that collects your enquiry. In this policy, "we", "us" and "our" mean Elite Contracting WA Pty Ltd trading as Whole Home Water Filters.

Email: hello@wholehomewaterfilters.com.au
Phone: [phone: CallRail number to come]

What personal information we collect

We ask only for what we need to answer your enquiry, test your water, quote and install your system, and look after it. Depending on how you deal with us, that can include:

Booking a free water test: your name, phone number, email address (if you give it), suburb, the main issue with your water and anything else you tell us.
Our price quiz ("Which system suits my home?"): your answers about your water, whether you are on scheme or bore water, whether there is a power point near your water meter and how many people live at home, plus your name, mobile number and email address, which we ask for before we show your result.
Our water care planner: the system you have, when its cartridges were last changed, how many people live at home and your suburb, plus your name, mobile number and email address, and whether you want reminders.
Calling, texting or emailing us: your phone number or email address and what you tell us.
Your water test and installation: your address, your water test readings, where your water meter is, notes and photos of the install area, and your quote, invoice and warranty details.
Using our website: technical information such as your IP address, browser and device type, the pages you view and how you found us (for example, through a Google ad). This is collected through cookies and similar tools.

We do not need sensitive information, such as health details. If you tell us about a health need, for example so we can leave the kitchen cold tap on unsoftened water, we use it only to set up your system that way.

You can browse our website and ask general questions without telling us who you are. To test your water or quote a job, we need your name and contact details.

How we collect it

Most of the information we hold comes straight from you: through our website forms, the price quiz and the water care planner, by phone, text or email, and in person at your water test. We also collect some information automatically when you use our website (see "Cookies, analytics and advertising" below). If someone gives us your details on your behalf, such as a family member or property manager, we use them only to deal with that enquiry or job.

How we use it

To reply to your enquiry and book your free water test.
To show you your price quiz result or care plan, and send you a copy.
To test your water, give you a fixed written price, install and service your system, and handle any warranty claim.
To remind you when filter cartridges or softener salt are due, if you ask us to.
To keep you updated about your job by phone, text or email.
To run, measure and improve our website and advertising.
To keep business records and meet our legal, tax and accounting obligations, and to handle questions or complaints.

We do not sell your personal information, and we do not pass your details to other installers.

Emails and text messages

When you use the price quiz or the water care planner, we send you your result and then a short series of follow-up emails about your water. Every email has an unsubscribe link, and replies go to our office team. We send these emails through MailerLite, an email service provider.

If you ask for reminders, we email or text you when your filter cartridges or softener salt are due. You can stop them at any time.

We may call or text you about your enquiry, your water test, your quote or a booked job. These are service messages, not marketing. If we ever send you marketing emails or texts, we will only do so with your consent or where the Spam Act 2003 (Cth) otherwise allows. Each one will say it is from Whole Home Water Filters and tell you how to opt out, and we will stop when you ask.

Who we share it with

We share personal information only where we need to for the purposes above:

Our licensed plumbers, who test your water and install and service your system.
Our marketing service provider, who helps run this website and our advertising and helps handle enquiries.
Service providers who help us run the business: website and email hosting, MailerLite for emails, a text message service, Google for website analytics and advertising, call tracking, form and spam-protection tools, and accounting software.
Anyone else where the law requires or allows it.

Our service providers may only use your information to provide their services to us.

Overseas disclosure

Some of our service providers store or process information outside Australia:

MailerLite stores email subscriber data in data centres in the European Union.
Google (Analytics, Tag Manager and Ads) may process data in the United States and other countries.
Our call tracking provider, CallRail, stores data in the United States.
Our website, email hosting and text message providers may store data in Australia or overseas.

We take reasonable steps to make sure these providers handle personal information in line with the Australian Privacy Principles.

Cookies, analytics and advertising

Cookies are small files a website saves in your browser. We use them, and similar tools, for these purposes:

Google Analytics shows us how people use our website, such as which pages they visit and how long they stay.
Google Ads tells us when an ad leads to an enquiry or a call. Google may also use cookies to show our ads to people who have visited our website before.
Call tracking shows a tracking phone number on our website, which tells us which page or ad led to your call. It logs the number you call from and the time and length of the call. If a call is recorded, we will tell you at the start of the call.

You can block or delete cookies in your browser settings, though some parts of the website may not work as well. You can turn off personalised Google ads at myadcenter.google.com, and opt out of Google Analytics with Google's browser add-on at tools.google.com/dlpage/gaoptout.

Storing and protecting your information

We keep personal information in our email, business systems and the cloud services named above. Access is password-protected and limited to the people who need it to do their job. No way of sending or storing information online is completely secure, but we take reasonable steps to protect your information from misuse, loss and unauthorised access.

We keep information for as long as we need it for the purposes in this policy, including warranty, tax and legal requirements. After that, we delete it or remove anything that identifies you.

Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it. Email hello@wholehomewaterfilters.com.au. We may need to confirm who you are first. We will respond within 30 days, and there is no charge to make a request. If we cannot give you access or make a correction, we will tell you why in writing.

Complaints

If you think we have mishandled your personal information, please email hello@wholehomewaterfilters.com.au with the details. We will look into it and reply within 30 days.

If you are not happy with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Children

Our services are for adults who own or manage a home. We do not knowingly collect personal information from children under 18.

Links to other websites

Our website may link to other websites. We are not responsible for their privacy practices, so please read their privacy policies.

Changes to this policy

We may update this policy from time to time. The current version will always be on this page, with the date it was last updated.

Contact us

For any privacy question, request or complaint, contact Whole Home Water Filters (Elite Contracting WA Pty Ltd, ABN 89 694 602 349):

Email: hello@wholehomewaterfilters.com.au
Phone: [phone: CallRail number to come]