Last updated: November 2026
This policy explains how Austra Water Filtration Pty Ltd (“Austra”, “we”, “us”) handles personal information from customers, enquirers, website visitors and business contacts.
1. What we collect
- Your name, phone number and email address
- Your address or suburb, and details about your property and water system
- What you ask us, your bookings and your preferred times
- Payment details and finance referral details, if relevant
- Records of calls and SMS messages, including confirmations and reminders
- When and how you agreed to be contacted
- How you use our website
- Files you upload, such as photos of your plumbing or system
2. How we collect it
Mostly from you directly: through website forms, phone calls, SMS, email and service visits. We also receive details from partners who refer you to us, and through cookies on this website.
3. How we use it
To respond to enquiries, book appointments, prepare quotes, install and service systems, provide warranty support, handle complaints, keep accurate business and safety records, improve our website and services, and help prevent fraud or misuse. We send marketing only with your consent.
4. The tools we use
- HubSpot CRM. We keep enquiries, bookings and customer records in HubSpot, our customer relationship management system.
- AI-assisted calls. Your first callback after an enquiry may be made by an AI voice assistant. It tells you it's automated and only calls about your enquiry or booking. If you'd rather speak with a person, call us on 1300 988 679.
- SMS. We send booking confirmations, reminders and service messages by SMS, and keep a record of those messages and your replies.
5. Who we share it with
We share information only with service providers who help us run the business, and only what they need: our CRM, SMS, phone and AI calling providers, form, booking and workflow tools, document and proposal tools, website hosting, analytics services and, if you ask for finance, our finance partners. Some providers may store or process information overseas. When they do, we take reasonable steps to make sure it is handled consistently with Australian privacy law. We do not sell personal information.
6. Storage and security
We take reasonable steps to protect your information from misuse, loss and unauthorised access, including access restrictions and secure systems. We keep it only as long as we need it or the law requires, then delete or de-identify it. No system can be guaranteed to be completely secure.
7. Access and correction
You can ask to see the personal information we hold about you, and ask us to correct it. We will respond within a reasonable time. If the law allows or requires us to refuse, we will explain why.
8. Marketing and unsubscribing
You can unsubscribe at any time using the link in an email, by replying STOP to a marketing SMS, or by contacting us. We will still send messages about work you have asked us to do, such as appointment confirmations.
9. Cookies
We use cookies to make this site work and to understand how it's used. You can clear or block cookies at any time in your browser settings, usually under Privacy or Site data. Blocking some cookies may stop parts of the site from working properly.
10. Questions and complaints
Contact us at info@austrawaterfiltration.com.au or 1300 988 679, or use our complaints page. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC).
11. Changes to this policy
We may update this policy from time to time. The current version is always on this page, with the date it was last updated.