XCEED SERVICES PTY LTD
31 679 758 957
NSW Contractor Licence 470657C
Level 1, 63-73 Ann St, Surry Hills NSW 2010
1.1 This Privacy Policy explains how XCEED SERVICES PTY LTD (we, us, our or Xceed) collects, holds, uses and discloses personal information.
1.2 We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) to the extent they apply to us, and we use those principles as the basis for our privacy practices where reasonably practicable.
1.3 This Policy applies to customers, prospective customers, property owners and occupiers, website users, suppliers, referrers and other individuals whose personal information we handle in connection with our plumbing, drainage, gas, hot-water and related services.
1.4 This Policy describes our privacy practices and is not intended to create contractual rights beyond those provided by applicable law. Nothing in this Policy limits any obligation we have under the Privacy Act, the APPs or other applicable law.
2.1 Depending on your dealings with us, we may collect and hold: identity and contact details; property and service addresses; booking and job details; quotations, invoices and payment records; photographs, video and technical images of plumbing systems and work areas; property access information; signatures and approvals; communications, emails, SMS messages and complaint records; call information and, where lawfully recorded, call recordings; website, device and analytics information; marketing preferences; referral information; insurance or strata details; and records of previous services, equipment, components, warranties, recommendations and maintenance history.
2.2 We may create or hold technical and derived information such as diagnostic notes, measurements, test results, model and serial numbers, pipe materials, pressure readings, CCTV drain footage, technician observations, job summaries, service histories and property plumbing records where those records are linked to an identifiable person.
2.3 We generally do not need sensitive information. If sensitive information is relevant to a service or safety requirement, we will collect and handle it only where permitted by law, including with consent where required.
2.4 We do not intentionally collect full payment-card details where a payment processor can process the payment without us retaining those details.
3.1 We may collect information directly from you by telephone, email, SMS, web forms, online bookings, quotations, service agreements, payment interactions, in-person conversations and technician visits.
3.2 We may also collect information from an authorised representative, property manager, tenant, owner, strata manager, referrer, insurer, supplier, public source or another person where this is reasonably necessary for the service and lawful.
3.3 Our technicians may collect photographs, video, measurements, testing records and job notes at the property where reasonably necessary for diagnosis, quoting, performance of the Works, compliance, warranty, safety, quality assurance or dispute resolution.
3.4 Our website may collect technical information such as IP address, browser/device information, referring pages, cookie identifiers and site-use analytics.
4.1 We may collect, hold, use and disclose personal information to: respond to enquiries; verify and manage bookings; provide quotes; perform and document plumbing services; communicate with customers; process invoices and payments; maintain service and property histories; manage warranties and callbacks; meet licensing, tax, accounting, insurance, safety and regulatory obligations; manage complaints and disputes; prevent fraud and misuse; improve our services; train staff; conduct quality assurance; manage suppliers and subcontractors; operate our website and business systems; and undertake lawful marketing; conduct business planning, internal analytics and benchmarking; develop, test and improve our operational systems and technology; and, where permitted by law, develop and evaluate artificial-intelligence and automated tools.
4.2 We may use information for a secondary purpose where permitted by law, including where it is related to the primary purpose and you would reasonably expect that use.
4.3 If we cannot collect information reasonably necessary to identify the property, understand the requested service, provide a quote, manage safety or comply with legal requirements, we may be unable to provide some or all services.
5.1 You may deal with us anonymously or using a pseudonym where this is lawful and practicable. In most on-site plumbing transactions it is impracticable because we need sufficient information to locate the premises, communicate about the Works, issue contractual and tax documents, manage safety and provide warranty or compliance records.
6.1 We may collect before, during and after photographs, video, drain CCTV footage and other technical evidence where reasonably necessary for quoting, diagnosis, service delivery, compliance, workmanship verification, warranties, insurance, training, quality assurance or dispute resolution.
6.2 We may maintain a property service history recording installed products, previous faults, repairs, test results and recommendations. This assists us to provide safer and more informed future service.
6.3 We will not use identifiable images of you or the private interior of your home for public advertising or social media without appropriate permission, unless otherwise permitted by law.
6.4 Property service records may continue to be maintained where reasonably necessary for warranty, safety, compliance, future service history, dispute resolution or other lawful business purposes. Where ownership or occupancy changes, we take reasonable steps not to disclose personal information about a previous customer to a new owner or occupier unless permitted or required by law.
6.5 Customers should tell our technician before work begins if there are areas of the property that are restricted or contain private or sensitive material that is not relevant to the service. We will take reasonable steps to limit photographs and recordings to what is reasonably necessary for the relevant purpose.
7.1 We may retain records of telephone calls, emails, SMS messages and other communications for service, quality, training, complaint and evidentiary purposes.
7.2 Where calls are recorded, we will provide notice and obtain consent or otherwise ensure the recording is permitted by applicable law.
7.3 Service communications relating to an existing booking, quote, invoice, safety issue or warranty matter are not treated as optional marketing communications.
8.1 We may use artificial intelligence, machine-learning and automated software tools to assist with administration, transcription, summarisation, classification of job information, diagnostic support, photo or document analysis, material prediction, quality assurance, customer service and business analytics.
8.2 These tools may process information contained in job notes, communications, photographs, technical records or service histories. We take reasonable steps to configure and use such tools consistently with applicable privacy obligations and our contractual arrangements with service providers.
8.3 Qualified technicians remain responsible for professional plumbing decisions. We do not represent AI-generated suggestions as a substitute for required professional judgement, licensing or statutory inspection.
8.4 If we arrange for a computer program to use personal information to make a decision that could reasonably be expected to significantly affect an individual’s rights or interests, we will provide any additional information required by the Privacy Act, including the automated-decision transparency requirements commencing on 10 December 2026.
8.5 Where permitted by law, we may use information for internal analytics, testing, benchmarking and development or improvement of automated systems and AI. Where reasonably practicable, we use de-identified, aggregated or minimised information for those purposes.
8.6 Information that has been properly de-identified so that no individual is reasonably identifiable may be used for business analytics, service improvement, research, statistical analysis, system testing, model evaluation and development. We will continue to treat information as personal information where it remains reasonably capable of identifying an individual.
9.1 We may disclose personal information, where reasonably necessary, to employees and contractors; licensed subcontractors; field-service and scheduling providers; accounting and payroll providers; payment processors; cloud hosting and storage providers; communications and call-management providers; IT and cybersecurity providers; analytics and marketing providers; artificial-intelligence service providers; suppliers and manufacturers for warranty or product matters; insurers; professional advisers; debt recovery providers; strata or property managers; regulators,
inspectors, courts and government agencies; and other recipients authorised or required by law.
9.2 We disclose only information reasonably necessary for the relevant purpose and take reasonable steps to use reputable service providers and appropriate contractual or security controls.
9.3 We may disclose information where you consent, where you would reasonably expect the disclosure and it is permitted by law, or where disclosure is required or authorised by law.
9.4 If XCEED SERVICES PTY LTD considers or undertakes a sale, merger, restructure, financing, acquisition, transfer of assets or business succession, personal information may be disclosed to professional advisers, financiers, prospective counterparties or successors where permitted by law and subject to reasonable confidentiality and privacy safeguards.
10.1 Some technology, cloud, communications, accounting, analytics and artificial-intelligence service providers may store or process personal information outside Australia or make it accessible to overseas recipients.
10.2 At the date of this Policy, overseas recipients used by or available to our service-provider environment may include recipients located in New Zealand and the United States, and may include other countries in which a relevant provider or its approved subprocessors operate.
10.3 Where the Privacy Act requires it, we will take reasonable steps in relation to cross-border disclosure under APP 8. Provider locations can change, and current information about likely overseas disclosure locations is available from us on request where practicable.
11.1 Where permitted by law, we may use your contact details to tell you about plumbing services, maintenance reminders, promotions, memberships or related offers that may be relevant to you.
11.2 We will obtain consent where required and provide a functional and easy way to unsubscribe from commercial electronic marketing
11.3 You may opt out at any time using the unsubscribe method in the communication or by contacting us. We will action valid unsubscribe requests within the timeframe required by law.
11.4 Opting out of marketing does not stop necessary service, safety, contractual, invoice or warranty communications.
11.5 Acceptance of a quotation, Terms & Conditions or this Privacy Policy does not by itself constitute consent to receive marketing where separate consent is required by law. We may keep records of when and how marketing consent was obtained or withdrawn.
12.1 Our website may use cookies, pixels, analytics and similar technologies to operate the site, remember preferences, understand site usage, measure marketing performance and improve user experience.
12.2 Third-party content or services embedded in or linked from our website may operate under their own privacy practices. We are not responsible for the privacy practices of unrelated third-party websites.
12.3 You can control many cookies through your browser settings, although disabling some cookies may affect website functionality.
13.1 We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
13.2 Measures may include access controls, authentication, secure cloud systems, staff controls, device security, backups, logging, vendor management and other safeguards appropriate to the nature of the information.
13.3 No internet, cloud or electronic storage system is completely risk-free. If we become aware of a suspected data breach, we will assess and respond to it in accordance with applicable law, including the Notifiable Data Breaches scheme where it applies.
13.4 We may send service, quotation, invoice, warranty and other communications to the contact details supplied to us. Customers should keep their email accounts, devices and access credentials secure and notify us promptly if their contact details change or they believe communications or account information have been compromised.
14.1 We retain personal information only for as long as reasonably required for the purposes for which it was collected and for legal, tax, licensing, warranty, insurance, employment, dispute-resolution and record-keeping requirements.
14.2 Many customer and job records are retained for at least 7 years and may be retained longer where reasonably necessary for statutory warranty periods, ongoing property service history, litigation, insurance or other legal obligations.
14.3 When personal information is no longer required and we are not legally required or otherwise permitted to retain it, we will take reasonable steps to destroy or de-identify it.
15.1 You may request access to personal information we hold about you and may ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading, subject to exceptions permitted by law.
15.2 Requests should be made using the contact details below. We may ask you to verify your identity before providing access or making changes.
15.3 We generally do not charge for making an access request. If a reasonable charge is permitted for providing access, we will tell you before incurring that cost.
15.4 If we refuse access or correction where the Privacy Act applies, we will provide the reasons and available complaint mechanisms to the extent required by law.
15.5 We may refuse, limit or defer access or correction where permitted by law, including where disclosure would unreasonably affect another person’s privacy, reveal commercially sensitive information in circumstances protected by law, prejudice legal proceedings or investigations, or where we cannot reasonably verify the requester’s identity.
16.1 If you believe we have mishandled your personal information, please contact us in writing and provide enough detail for us to investigate.
16.2 We will acknowledge and investigate the complaint and aim to provide a substantive response within 30 days, or tell you if additional time is reasonably required.
16.3 If you are not satisfied with our response and the Privacy Act applies, you may be able to complain to the Office of the Australian Information Commissioner after first giving us a reasonable opportunity to resolve the complaint.
16.4 We may preserve relevant records while a complaint, dispute, warranty claim, investigation, insurance matter or legal proceeding is current or reasonably anticipated, even where those records might otherwise have become eligible for destruction.
17.1 We take reasonable steps to keep personal information accurate, up to date, complete and relevant for the purpose for which it is used or disclosed.
17.2 Please tell us if your contact, property or other information changes.
18.1 We may update this Policy when our services, technology, providers or legal obligations change. The current Policy will be published on our website.
18.2 Where a material change affects information already collected, we will take any additional notification or consent steps required by law.
