Privacy Policy

Last updated: 2 October 2026

Sewer Surgeon Pty Ltd (ABN 61 607 646 293) (Sewer Surgeon, we, us, our) respects your privacy. This policy explains how we collect, use, disclose and protect personal information when you use www.sewersurgeon.com.au (the Website), contact us or use our services.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. What personal information we collect

Depending on how you deal with us, we may collect:

• Contact details: your name, phone number, email address and suburb
• Property and job details: the service address, property type, access instructions, a description of the drain problem, and whether you are the owner, tenant, strata manager, property manager or real estate agent
• Job records: CCTV inspection footage, photos, inspection reports, quotes, invoices, compliance certificates and warranty records for your property
• Payment details: records of payments made; card payments are processed by our payment provider and we do not store full card numbers
• Communications: emails, form messages, SMS and notes of phone calls with us
• Website usage data: your IP address, device and browser type, pages viewed, clicks, scrolls, time on site and how you arrived at the Website

We do not ask for sensitive information such as health or financial hardship details. If you choose to give us information like this, for example to explain an access need, we will only use it for that purpose.

2. How we collect personal information

We collect personal information:

• directly from you, when you fill in a form on the Website, call or email us, book a job or talk to our technicians on site
• from people acting for you, such as a property manager, real estate agent, strata manager or family member who books a job at your property
• automatically, through cookies and similar technologies when you use the Website (see section 6)
• from public sources, such as Google reviews you post about us

You can browse the Website without telling us who you are. If you do not give us the information we need, such as a service address and contact number, we may not be able to provide our services.

3. Why we collect and use personal information

We use personal information to:

• respond to your enquiry and give you a quote
• schedule, carry out and follow up on the work
• send booking confirmations, arrival updates, reports, CCTV footage and invoices
• process payments and manage accounts for strata, real estate and commercial customers
• lodge notices of work and compliance certificates required by law
• manage warranty and guarantee claims
• handle complaints and improve our services
• understand how the Website is used and improve it
• send you service reminders or offers, where you have agreed to receive them
• meet our legal, tax and regulatory obligations

We may use de-identified CCTV footage or photos of drains for training and marketing. These will not show your address or identify you.

4. Who we disclose personal information to

We may share personal information with:

• our technicians and staff who need it to do the work
• the owner, landlord, property manager, real estate agent or strata manager for the property, where they booked the job or the work relates to them
• regulators and authorities where required, such as NSW Fair Trading and Sydney Water
• service providers who help us run our business, including our website host, job management and scheduling software, email and SMS providers, payment processors, accountants and IT support
• our finance provider, if you apply for finance
• our marketing agency, which manages the Website and analytics for us
• anyone else where you have consented, or where the law requires or permits it

We do not sell your personal information.

5. Overseas disclosure

Some of our service providers store or process data outside Australia. This includes our website platform (Webflow) and analytics providers (Google and Microsoft), which are based in the United States. Their servers may be located in the United States and other countries. We take reasonable steps to ensure these providers protect your information in a way consistent with the Australian Privacy Principles.

6. Cookies, analytics and session recording

The Website uses cookies and similar technologies to work properly and to help us understand how visitors use it.

• Google Tag Manager manages the tracking tags on the Website.
• Google Analytics tells us how visitors find and use the Website, such as pages viewed and phone-number clicks.
• Microsoft Clarity captures how you use the Website through behavioural metrics, heatmaps and session replay to help us improve the Website. Website usage data is captured using first-party and third-party cookies and other tracking technologies. Clarity does not record what you type into form fields. For more information about how Microsoft collects and uses your data, see the Microsoft Privacy Statement.
• Advertising tags may measure the results of our online ads and show our ads to people who have visited the Website.

You can learn how Google uses data at How Google uses information from sites or apps that use our services and opt out of Google Analytics with the Google Analytics opt-out browser add-on. You can also block or delete cookies in your browser settings. Some parts of the Website may not work properly if you do.

7. Marketing

We will only send you marketing messages, such as service reminders or member offers, if you have agreed or where the law permits. Every marketing email or SMS includes a way to unsubscribe. You can also opt out at any time by contacting us.

8. How we store and protect personal information

We store personal information electronically in secure, password-protected systems,

including cloud-based software. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, change or disclosure. Access is limited to people who need it for their role.

We keep job records, invoices and compliance records for as long as needed for our services, guarantees and legal obligations, generally at least 7 years. When we no longer need personal information, we take reasonable steps to delete or de-identify it.

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

9. Accessing and correcting your information

You can ask for access to the personal information we hold about you, or ask us to correct it, by contacting us using the details below. We will respond within 30 days. We do not charge for a request, but may charge a reasonable fee to cover the cost of providing access in some cases. If we refuse a request, we will explain why in writing.

10. Complaints

If you have a concern about how we have handled your personal information, contact our Privacy Officer using the details below. We will acknowledge your complaint within 7 days 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 (OAIC) at www.oaic.gov.au or on 1300 363 992.

11. Children

The Website and our services are not directed at people under 18. We do not knowingly collect personal information from children.

12. 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.

13. Contact us

Privacy Officer Sewer Surgeon Pty Ltd 125 Wigram Road, Forest Lodge NSW 2037 Phone: 1300 734 677 Email: info@sewersurgeon.com.au

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