Privacy Policy

Last updated: 11 April 2026

Introduction

1. Response Plumbing Ltd ("Response Plumbing", "we", "us", "our") is committed to protecting your privacy in accordance with the Privacy Act 2020 (New Zealand) and the thirteen Information Privacy Principles (IPPs).

2. This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information when you contact us, use our services, visit our website, or otherwise interact with us.

3. By engaging our services or using our website, you acknowledge that you have read and understood this Privacy Policy.

Privacy Officer

1. In accordance with section 201 of the Privacy Act 2020, Response Plumbing has appointed a Privacy Officer responsible for ensuring our compliance with the Privacy Act and for handling privacy enquiries and complaints.

2. Our Privacy Officer can be contacted at:

   1. Email: [email protected]

   2. Phone: 0800 877 586

What Information We Collect

1. The personal information we collect depends on how you interact with us, but may include:

   1. your name;

   2. your phone number and email address;

   3. your property or job site address;

   4. billing and payment details (note: we do not store full credit card numbers — payments are processed through PCI-compliant third-party providers);

   5. details of the work you request, photographs of the worksite, and records of work completed;

   6. communications between you and us (calls, texts, emails, voicemails, web form submissions);

   7. insurance details where claims may be involved;

   8. identification information where required by law (such as for gas or backflow compliance certificates).

2. When you visit our website, we may also automatically collect technical information including your IP address, browser type and version, device type, operating system, referring website, pages visited, time spent on pages, and approximate location based on IP address.

3. We do not knowingly collect personal information from children under the age of 16. If we become aware that we have collected such information without verifiable parental consent, we will delete it.

How We Collect Your Information

1. We collect personal information directly from you in most cases — for example, when you:

   1. call, text, or email us;

   2. fill out the callback request form on our website;

   3. request a quote or book a job;

   4. accept a quote, sign a job sheet, or pay an invoice;

   5. provide information to our plumbers or office staff during service delivery;

   6. leave a review on Google, Facebook, or other review platforms;

   7. interact with us on social media.

2. We may also collect information from third parties, such as your insurance company, property manager, real estate agent, or referring tradesperson where they have engaged us on your behalf.

How We Use Your Information

1. We use your personal information to:

   1. provide our plumbing, drainage, gas fitting, and related services to you;

   2. communicate with you about your job, including providing quotes, confirming bookings, and updating you on progress;

   3. process payments and issue invoices and receipts;

   4. respond to enquiries, complaints, and feedback;

   5. maintain records required by the Plumbers, Gasfitters, and Drainlayers Board, the Building Code, the Health and Safety at Work Act 2015, and tax law;

   6. improve our services, website, and customer experience;

   7. send you service reminders, follow-up communications, and (with your consent) marketing information about our services;

   8. defend or pursue legal claims and comply with legal obligations.

2. We will not use your personal information for any purpose other than those listed above without your consent, unless we are required or authorised to do so by law.

Disclosure of Information

1. We may disclose your personal information to third parties in the following limited circumstances:

   1. to our employees, sub-contractors, and authorised service providers who need the information to perform work for you (e.g., a sub-contracted drainlayer attending your property);

   2. to suppliers and merchants where parts or materials need to be ordered or warranty-claimed for your job;

   3. to payment processors (e.g., bank, credit card processor) for the purpose of taking payment;

   4. to our accountants, auditors, insurers, lawyers, and other professional advisors;

   5. to government bodies, regulators, or inspectors where required by law (e.g., issuing a Gas Safety Certificate, lodging backflow test results with Auckland Council);

   6. to credit reporting agencies and debt collectors where you have failed to pay an invoice and we are pursuing recovery;

   7. to courts, tribunals, the Privacy Commissioner, the Police, or other authorities where required by law;

   8. to a purchaser if Response Plumbing is sold or part of its assets are transferred.

2. We do not sell your personal information to third parties under any circumstances.

Overseas Storage and Cloud Services

1. Some of our service providers store data on cloud servers located outside New Zealand, including in Australia, the United States, and the European Union. These providers may include email and calendar providers, accounting software, job management software, payment processors, customer messaging tools, and analytics services.

2. Where personal information is held overseas, we take reasonable steps to ensure that the receiving party is subject to privacy safeguards comparable to those in the New Zealand Privacy Act 2020, in accordance with Information Privacy Principle 12.

3. By providing your personal information to us, you consent to it being transferred to and stored in these overseas locations for the purposes described in this Policy.

Storage and Security

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

   1. password-protected systems and devices;

   2. access controls limiting which staff can see customer information;

   3. encrypted communications where practical;

   4. secure disposal of paper records;

   5. regular review of our security practices.

2. While we take security seriously, no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security, but we will respond promptly to any actual or suspected breach.

Privacy Breach Notification

1. If we become aware of a privacy breach that has caused, or is likely to cause, serious harm to any affected individual, we will notify the Office of the Privacy Commissioner and the affected individuals as soon as practicable, in accordance with sections 112–119 of the Privacy Act 2020.

2. If you believe your personal information held by Response Plumbing has been compromised, please contact our Privacy Officer immediately so that we can investigate.

Cookies and Website Tracking

1. Our website uses cookies and similar tracking technologies. A cookie is a small text file placed on your device by a website you visit.

2. The cookies we use fall into the following categories:

   1. Essential cookies — required for the website to function properly (e.g., remembering form input as you fill it out).

   2. Analytics cookies — help us understand how visitors use our website so we can improve it. We may use Google Analytics for this purpose. Information collected by Google Analytics is governed by Google's privacy policy at policies.google.com/privacy.

   3. Advertising cookies — may be used by Google Ads, Meta (Facebook/Instagram), or similar platforms to measure the effectiveness of our advertising and to show you relevant ads on other websites.

3. You can disable cookies or set your browser to notify you when cookies are being sent. Most web browsers automatically accept cookies, but you can usually modify your browser settings to decline cookies if you prefer. Disabling cookies may affect the functionality of our website.

4. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on at tools.google.com/dlpage/gaoptout.

Marketing and Opt-Out

1. From time to time, we may send you marketing communications about our services, special offers, or seasonal reminders (e.g., gas appliance servicing before winter). We will only do this where you have consented or where it is permitted under the Unsolicited Electronic Messages Act 2007.

2. Every marketing email we send includes a clear unsubscribe link. You can opt out of marketing communications at any time by:

   1. clicking the unsubscribe link in any marketing email;

   2. replying "STOP" to any marketing text message;

   3. emailing us at [email protected];

   4. calling us on 0800 877 586.

3. Opting out of marketing does not opt you out of essential service-related communications (e.g., quote responses, job confirmations, invoices) — we may still need to contact you about active jobs.

Access and Correction

1. Under Information Privacy Principles 6 and 7 of the Privacy Act 2020, you have the right to:

   1. request access to any personal information we hold about you;

   2. request correction of any personal information that is inaccurate, incomplete, misleading, or out of date.

2. To make a request, please contact our Privacy Officer using the details in section 2 above. We will respond to your request within 20 working days, as required by the Privacy Act.

3. We may need to verify your identity before providing access to ensure we are not disclosing your information to someone else.

4. In some cases, we may decline a request — for example, where releasing the information would breach another person's privacy, where the information relates to legal proceedings, or where we are required to retain it under law. If we decline, we will tell you why.

Retention of Information

1. We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Our standard retention periods are:

   1. Quote requests not converted to jobs: 12 months from the date of enquiry.

   2. Customer records (jobs completed): 7 years from the date of the final invoice, in line with Inland Revenue requirements for business records.

   3. Gas Safety Certificates and compliance documentation: indefinitely or as required by the Plumbers, Gasfitters and Drainlayers Board and other regulatory bodies.

   4. Marketing list: until you unsubscribe or request deletion.

   5. CCTV drain inspection footage: 12 months from the inspection date, unless retained as part of a customer's job record.

2. Once personal information is no longer required, we will securely delete or de-identify it.

Complaints

1. If you believe we have breached your privacy or mishandled your personal information, please contact our Privacy Officer in the first instance using the details in section 2 above. We take all complaints seriously and will investigate and respond within a reasonable timeframe (usually within 20 working days).

2. If you are not satisfied with our response, you have the right to make a complaint to the Office of the Privacy Commissioner:

   1. Website: www.privacy.org.nz

   2. Phone: 0800 803 909

   3. Email: [email protected]

Updates to This Policy

1. We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. The current version will always be available at responseplumbing.co.nz/privacy-policy.php.

2. The "Last updated" date at the top of this page indicates when this policy was most recently revised. We encourage you to review this Privacy Policy periodically to stay informed of our information-handling practices.

3. If we make any material changes to how we handle personal information, we will provide additional notice (such as by email to existing customers).

Contact Us

1. If you have any questions, concerns, or requests about this Privacy Policy or how we handle your personal information, please contact us:

   1. Response Plumbing Ltd

   2. Phone: 0800 877 586

   3. Email: [email protected]

   4. Website: responseplumbing.co.nz