Privacy Policy

1. Purpose of this policy

Complete Home Filtration (“CHF”) (“the Company”) values and respects the privacy of the people we deal with. The Company is committed to protecting your privacy and ensuring that your visit to our website(s) is secure. This Policy has been developed to ensure that consumers understand how the Company handles your personal information, including how we collect, hold, use and disclose your personal information and how we maintain the quality and security of your personal information.

2. What is personal information?

‘Personal Information’ means any information or opinion, whether true or not, and whether recorded in material form or not, about an identified individual or an individual who is reasonably identifiable. In general terms, this includes information or an opinion that personally identifies you either directly (e.g. your name), or indirectly.

3. Personal information we collect

The personal information we collect about you depends on the nature of your dealings with us or what you choose to share with us. This personal information may include, but is not limited to:

name
mailing or street address
date of birth
email address
phone number
other payment processing information

The Company only saves such personal information that is necessary for you to access and use our services. The Company will store such information until you request removal of the stored personal information, or the Company otherwise deletes that personal information in accordance with its decisions or internal policies.

4. Security of your personal information

The Company will take reasonable steps to ensure that the personal information we hold about you is kept confidential and secure, including by:

having a robust physical security of our premises, databases and records.
taking measures to restrict access of personal information to only authorised personnel.
having technological measures in place (such as firewalls, antivirus software).

Once the information is in our system, it is accessible to authorised Company personnel, and approved contractors only (such as plumbers and water service technicians). We strictly enforce our privacy policies with our employees and any breach of this policy may result in disciplinary action, including termination of employment and the pressing of criminal charges where there are grounds.

5. How we use you personal information

The Company uses personal information for many purposes in connection with our functions and activities, including the following purposes:

to provide you with the requested products and services.
deliver you a more personalised experience and service offering.
improve the quality of the services we offer.
internal administrative purposes.
marketing and research purposes.
completing transactions or communicating back to you. Credit card information is used only for payment processing and not used for any other purpose.

We may also use personal information in a manner that does not identify you specifically nor allow you to be contacted, but does identify certain criteria about our site’s users in general (such as we may inform third parties about the number of unique visitors and the pages most frequently browsed).

6. Disclosure of personal information to third parties

The Company may disclose your personal information to third parties in accordance with this policy in circumstances where you would reasonably expect us to disclose your information. For example, we may disclose your personal information to:

our third party service providers (for example, our IT providers, marketing services).
our professional service advisors.
our approved contractors (for example, our plumbers, water service technicians).

This is not an exhaustive list, rather, instances where personal information disclosure to third parties may be required for operational business purposes.

The Company will not sell, trade or rent your name or personal information to anyone outside of authorised third parties. The Company will not sell, trade, rent or provide access to our mailing lists to anyone outside of authorised third parties.

The Company will not release your personal information to authorities unless required by law, search warrant, court order, subpoena or fraud investigation.

Except as otherwise stated in this policy, the Company will share your information with third parties only to the extent necessary to provide the services and products requested by you. All such third parties are prohibited from using your personal information except to provide these services and they are required to maintain the confidentiality of your information.

7. Advertising

We partner with third party ad networks such as Google Ads to manage our advertising on other sites. Our ad network partners use cookies and web analytics to collect non-personally identifiable information about your activities on this and other websites to provide you targeted advertising based upon your interests. If you wish to not have this information used for the purpose of serving you targeted ads, you may opt-out by using the following links:

Please note that any opting-out will not opt you out of being served advertising. You will continue to receive generic advertising.

Cookies

The Company website uses cookies. A cookie is a small file of letters and numbers the website puts on your device if you allow it. These cookies recognise when your device has visited our website(s) before, so we can distinguish you from other users of the website. This improves your experience and the Company’s website(s).

The Company does not use cookies to identify you, just to improve your experience on our website(s). If you do not wish to use the cookies, you can amend the settings on your internet browser so it will not automatically download cookies. However, if you remove or block cookies on your device, please be aware that your browsing experience and our website’s functionality may be affected.

Web analytics

The Company website(s) use data analytics to help us better understand visitor traffic, so we can improve our services. Although this data is mostly anonymous, it is possible that under certain circumstances we may connect it to you.

Direct marketing

The Company may send you direct marketing communications and information about our services or opportunities that we consider may be of interest to you if you have consented to receive such communications. These communications may be sent in various formats including but not limited to:

SMS
mail
email

The Company’s direct marketing adheres to applicable marketing laws, such as the Australian Spam Act (2003 (Cth). You may opt-out of receiving marketing communications from us at any time by following the instructions to ‘unsubscribe’ set out in the relevant communication, or by contacting the Company on 1300 693 458.

The Company may also use your personal information or disclose your personal information to third parties for the purposes of advertising, including online behavioural advertising, website personalisation, and to provide targeted advertising content to you (including through third party websites).

8. Third party services

The Company website(s) use Google Maps API and the terms of Google’s Privacy Policy is incorporated by reference into this policy.

For transparency, this policy also references the privacy policies of additional third party service providers:

The Company website(s) may use a website recording service which may record how you use our site such as mouse clicks, mouse movements, and page scrolling. Data collected by this service is used to improve the usability of the Company website(s). The information collected is stored and is used for aggregated and statistical reporting and is not shared with anyone else. The website recording service is required to maintain the confidentiality of that information.

9. Breach notification protocol

Australia has a Notifiable Data Breaches (NDB) scheme that requires organisations to notify individuals and the Australian Information Commissioner about significant breaches that are likely to result in serious harm. The Company will act in accordance with all applicable laws and regulations.

10. Children’s privacy protection

The Company recognises the importance of protecting the privacy and rights of children, even in the absence of specific legal mandates under Australian law. While the Company may not currently have dedicated practices in place for the collection and security of children’s data, it is essential to emphasise that our services and products are not intended for children. The Company’s interactions and services are generally tailored for individuals aged 18 years and above. While the Company may incidentally come into contact with data from individuals under the age of 18, our primary focus is on adult users.

The Company recognises the importance of adopting a preventative approach to ensure the safeguarding of all individuals’ privacy, regardless of age. As such, we continuously evaluate and update our policies and practices to align with legal requirements and industry best practices.

11. Contact information for privacy concerns

The Company is committed to upholding the privacy rights of individuals in accordance with the Australian Privacy Principles (APPs). Our procedures ensure that individuals can easily exercise their privacy rights. Below is the Company contact information and procedure to raise any privacy concerns or inquiries, whereby individuals can reach out via email, phone, or mail to our designated Privacy Officer to raise any privacy concerns or inquiries.

Privacy Officer
privacy@completehomefiltration.com.au
1300 693 458
Unit 1/34 Hasler Road, Osborne Park, WA, 6017

Procedure

Upon receiving a request from an individual to access their personal data held by our organisation, we will promptly respond with information on how to proceed with the request, abiding by any relevant legislative guidelines.

If an individual identifies inaccuracies or incompleteness in their personal data held by our organisation, they can request corrections or updates to ensure the information is accurate and up-to-date. The Company will promptly review such requests and take appropriate actions to rectify any inaccuracies in accordance with the APPs.

Individuals have the right to lodge complaints about privacy breaches or concerns regarding the handling of their personal information. Complaints can be submitted to our Privacy Officer using the contact details provided above. Upon receiving a complaint, the Company will conduct a thorough investigation into the matter and take necessary steps to address the concerns raised, including implementing measures to prevent similar incidents in the future.

This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us, offline or online, including through our website and social media channels. In this Privacy Policy we, us or our means Complete Home Filtration or Environmental Water Solutions.

The types of personal information we may collect about you include:

your name
Your contact details, including email address, mailing address, street address and/or telephone number
your marital status
your age and/or date of birth
your credit card details
your demographic information, such as postcode
your preferences and/or opinions
information you provide to us through customer surveys
details of products and services we have provided to you and/or that you have enquired about, and our response to you
your browser session and geo-location data, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behaviour
information about your access and use of our Site, including through the use of Internet cookies, your communications with our Site, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider
additional personal information that you provide to us, directly or indirectly, through your use of our Site, associated applications, associated social media platforms and/or accounts from which you permit us to collect information
any other personal information requested by us and/or provided by you or a third party.

We may collect these types of personal information directly from you or from third parties.

Collection and use of personal information

We may collect, hold, use and disclose personal information for the following purposes:

to enable you to access and use our Site, associated applications and associated social media platforms
to contact and communicate with you
for internal record keeping and administrative purposes
for analytics, market research and business development, including to operate and improve our Site, associated applications and associated social media platforms
to run competitions and/or offer additional benefits to you
for advertising and marketing, including to send you promotional information about our products and services and information about third parties that we consider may be of interest to you
to comply with our legal obligations and resolve any disputes that we may have; and to consider your employment application.

Disclosure of personal information to third parties

We may disclose personal information to:

third party service providers for the purpose of enabling them to provide their services, including (without limitation) IT service providers, data storage, web-hosting and server providers, debt collectors, maintenance or problem-solving providers, marketing or advertising providers, professional advisors and payment systems operators
our employees, contractors and/or related entities
our existing or potential agents or business partners
sponsors or promoters of any competition we run
anyone to whom our business or assets (or any part of them) are, or may (in good faith) be transferred
credit reporting agencies, courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you
courts, tribunals, regulatory authorities and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights
third parties, including agents or sub-contractors, who assist us in providing information, products, services or direct marketing to you. This may include parties located, or that store data, outside of Australia
third parties to collect and process data, such as Google Analytics or other relevant businesses. This may include parties that store data outside of Australia.

By providing us with personal information, you consent to the disclosure of your personal information to third parties who reside outside Australia and acknowledge that we are not required to ensure that those third parties comply with Australian privacy laws.

How we treat personal information that is also sensitive information

Sensitive information is a subset of personal information that is given a higher level of protection under the Australian Privacy Principles. Sensitive information means information relating to your racial or ethnic origin, political opinions, religion, trade union or other professional associations or memberships, philosophical beliefs, sexual orientation or practices, criminal records, health information or biometric information.

Your rights and controlling your personal information

Choice and consent: Please read this Privacy Policy carefully. By providing personal information to us, you consent to us collecting, holding, using and disclosing your personal information in accordance with this Privacy Policy. You do not have to provide personal information to us, however, if you do not, it may affect your use of this Site or the products and/or services offered on or through it.

Information from third parties: If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.

Restrict: You may choose to restrict the collection or use of your personal information. If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us using the details below.

Access: You may request details of the personal information that we hold about you. An administrative fee may be payable for the provision of such information. In certain circumstances, as set out in the Privacy Act 1988 (Cth), we may refuse to provide you with personal information that we hold about you.

Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading or out of date

Complaints: If you believe that we have breached the Australian Privacy Principles and wish to make a complaint, please contact us using the details below and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take to deal with your complaint.

Unsubscribe: To unsubscribe from our e-mail database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.

Storage and security

We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

We cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that the personal information we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

Cookies and web beacons

We may use cookies on our Site from time to time. Cookies are text files placed in your computer’s browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, they do allow third parties, such as Google and Facebook, to cause our advertisements to appear on your social media and online media feeds as part of our retargeting campaigns. If and when you choose to provide our Site with personal information, this information may be linked to the data stored in the cookie.

We may use web beacons on our Site from time to time. Web beacons (also known as Clear GIFs) are small pieces of code placed on a web page to monitor the visitor’s behaviour and collect data about the visitor’s viewing of a web page. For example, web beacons can be used to count the users who visit a web page or to deliver a cookie to the browser of a visitor viewing that page.

Links to other websites

Our Site may contain links to other websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.

Amendments

We may, at any time and at our discretion, vary this Privacy Policy by publishing the amended Privacy Policy on our Site. We recommend you check our Site regularly to ensure you are aware of our current Privacy Policy.

For any questions or notices, please contact our Privacy Officer at:

Environmental Water Solutions T/A Complete Home Filtration ACN: 169 546 141

Address: 1/34 Hasler Road, Osborne Park WA 6017
Email: hello@completehomefiltration.com.au
Phone: 1300MYFILTER

Last update: 6th November 2023

Refunds Policy

Deposits are only returned if the install could not be carried out, not for change of mind.