Skip to main content

R&G Plumbing Gas & Drainage

Menu
0420 146 747

$0 call out fee

Get a Quote

Privacy Policy

Last updated: 14 September 2026

R & G Plumbing Gas & Drainage Pty Ltd (ABN 11 634 054 498), trading as R&G Plumbing, Gas & Drainage and also registered under the business name Oaks Plumbing Sydney (“R&G Plumbing”, “we”, “us”, “our”), provides plumbing, gas fitting and drainage services to homes, strata properties, real estate and property managers and businesses across Sydney.

We know that when you contact us, you are usually dealing with a problem you did not plan for. You give us your name, your phone number and your address so we can get to you. This policy explains what we collect, what we do with it, who else sees it, how long we keep it, and how you can access it, correct it or complain if something goes wrong.

This policy applies to our website at rgplumbing.com.au, to enquiries you make by phone, text message, email or online form, and to the work we carry out at your property.

Our commitment under Australian privacy law

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs). We also comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth) when we send marketing messages or make marketing calls.

The personal information we collect

Information you give us directly

When you request a quote, book a job, call us or email us, we may collect:

  • your name
  • your phone number
  • your email address
  • your suburb and the full street address of the property where the work is needed
  • the type of plumbing help you need, for example blocked drains, burst pipe repairs, tap and toilet repairs, hot water systems, gas fitting or pipe relining
  • how urgently you need help
  • a description of the plumbing issue
  • your relationship to the property, for example owner, tenant, strata manager, property manager or business operator
  • access details you choose to give us, such as gate codes, key safe instructions, parking arrangements or the best time to attend
  • details of any pets, hazards or access restrictions on site
  • your preferred method of contact and your appointment history with us

Information we collect when we do the work

To carry out, record and stand behind plumbing, gas and drainage work, we may also collect:

  • notes about the fault, its cause and the work performed
  • photographs of the work area before, during and after the job
  • CCTV drain camera footage and drain inspection findings
  • meter readings, appliance details, serial numbers and the details recorded on gas compliance certificates
  • site reports prepared for strata committees, owners corporations, property managers or insurers where you ask us to prepare one
  • quotes, invoices, payment records, and warranty or guarantee records

Photographs and drain footage taken at your property may incidentally capture parts of your home, your belongings or, occasionally, a person. We take these images for diagnosis, quoting, compliance and warranty purposes only, and we do not publish them without your permission.

Payment information

If you pay by card or bank transfer, your payment is handled by our payment provider or our bank. We do not store your full card number on our systems. We keep the transaction record, the amount, the date and the related invoice.

Discounts and concessions

We offer a seniors and pensioners discount. If you claim it, our plumber may need to sight a concession or pension card. We record only that a concession was verified. We do not record, photograph or copy your concession card number or your date of birth.

Information collected automatically on our website

When you browse rgplumbing.com.au, our website and the services it uses may automatically collect:

  • your IP address and your approximate location, usually at city or suburb level
  • your device type, operating system and browser
  • the pages you viewed, how long you spent on them and the links you clicked
  • the website, search engine or advertisement that referred you to us
  • the date and time of your visit
  • cookie identifiers and similar identifiers set by us or by the third party services described below

Some of this information may be personal information when it is combined with other information we hold about you.

Information we receive from others

We may receive personal information about you from:

  • a strata manager, owners corporation, property manager, real estate agent, landlord, builder or insurer who arranges work at a property you own or occupy
  • a tenant, occupant, family member, neighbour or building manager who reports an issue on your behalf
  • publicly available sources, including a Google review you choose to post about our service
  • advertising and referral platforms, including Google, where you submit an enquiry through an advertisement

Sensitive information

We do not seek sensitive information as defined in the Privacy Act, such as health information. If you volunteer something sensitive, for example a mobility issue that affects site access, or a medical reason you need hot water restored urgently, we will use it only to deliver the service safely, and we will keep it to the minimum needed.

How we collect your personal information

We collect personal information directly from you wherever it is reasonable and practicable to do so, including when you:

  • call or text 0420 146 747
  • email us
  • complete the quote form on our website
  • speak to one of our plumbers on site
  • leave a review or reply to a follow-up message

Where we collect your information from someone else, such as a strata manager arranging access to your unit, we take reasonable steps to make sure you are told that we hold it and how this policy applies.

Why we collect, hold, use and disclose your information

We use your personal information to:

  • respond to your quote request or enquiry and give you a price
  • schedule a plumber and get to the right address at the right time
  • diagnose, carry out, test and complete plumbing, gas and drainage work
  • issue quotes, invoices, receipts, gas compliance certificates and warranty documentation
  • prepare reports for strata committees, owners corporations, property managers or insurers where you have asked us to
  • keep the records we are required to keep under plumbing, gas, tax and work health and safety laws
  • honour our workmanship and parts guarantee, and handle any callback or warranty claim
  • manage payments, accounts and, if necessary, debt recovery
  • answer your questions, resolve complaints and improve our service
  • train and supervise our team, including reviewing job records and site photographs
  • verify eligibility for advertised discounts
  • send you service messages such as appointment confirmations, arrival notifications, quotes and invoices
  • send you marketing communications where you have consented or would reasonably expect them, always with a way to opt out
  • measure and improve our website and our advertising
  • meet our legal, insurance, safety and regulatory obligations

We will not use or disclose your personal information for an unrelated purpose unless you would reasonably expect us to, you have consented, or the law permits or requires it.

If you choose not to give us the information we ask for, we may not be able to quote, attend your property or complete the work.

Cookies, analytics and advertising technology

Our website uses cookies and similar technologies. A cookie is a small file placed on your device that helps a website remember your preferences and helps us understand how the site is used.

Our website uses:

  • Google Tag Manager, which loads and manages the measurement tags described below
  • Google Analytics, to understand page views, traffic sources, device types and on site behaviour in aggregate
  • Google Ads conversion tracking, to measure which advertisements lead to enquiries, and, where enabled, remarketing audiences so that our ads may be shown to you on other websites
  • Google Maps, embedded on our Contact page, which is loaded by Google and may set cookies and collect your IP address and interaction data
  • a Google reviews display widget, which shows our public Google reviews on the site
  • WordPress and its performance plugins, which may set functional cookies needed for pages to load and display correctly
  • server and security logs kept by our web host, which record IP addresses and request data for security and troubleshooting

We do not sell your personal information, and we do not permit third parties to use information collected through our site for their own unrelated purposes.

You can control cookies through your browser settings, including blocking or deleting them, although some parts of the site may then not work as intended. You can also opt out of Google Analytics using the browser add-on at tools.google.com/dlpage/gaoptout, and manage advertising personalisation at myadcenter.google.com.

Automated decision making

We do not use automated decision making or artificial intelligence profiling to make decisions that affect you. Quotes, scheduling and pricing decisions are made by our team.

Who we share your information with

We disclose personal information only where it is needed for the purposes set out above. Recipients may include:

  • our plumbers, apprentices, office team and subcontractors, so they can attend and complete your job
  • suppliers and manufacturers, where a part, appliance or warranty claim needs to be processed, for example a hot water system manufacturer
  • strata managers, owners corporations, property managers, landlords, real estate agents and building managers, where they arranged the work or where you have asked us to report to them
  • insurers and loss assessors, where a claim is being made, and you have asked us to provide a report or footage
  • our bank, payment provider and accounting provider, to take payment and keep financial records
  • our information technology, hosting, email, backup and job management providers, which store and process our business records
  • our marketing and website provider, which manages the website, analytics and advertising on our behalf
  • professional advisers, including our accountant, insurer and lawyers
  • debt recovery agents, where an account remains unpaid
  • government agencies, regulators, courts and law enforcement, where disclosure is required or authorised by law, including plumbing and gas compliance notification requirements

We require our service providers to handle personal information only for the purpose we engaged them for, and to protect it appropriately.

We do not sell, rent or trade your personal information.

Overseas disclosure

Some of the providers we rely on store or process data outside Australia. This includes Google, which provides analytics, advertising, mapping and business profile services and processes data in the United States and other countries, and may include our email, hosting, backup and software providers.

Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles, generally through the contractual terms we accept with that provider. By using our website or submitting an enquiry, you acknowledge that your information may be stored or processed overseas by these providers.

How we store and protect your information

We hold personal information in our email and office systems, our quoting, job management and invoicing systems, our accounting records, the enquiry records generated by our website forms, photographs and drain footage stored on company devices and cloud storage, and any paper records kept at our office.

We protect that information with measures appropriate to our size and to the sensitivity of the information, including password protection and access controls on company accounts, limiting access to team members who need it, keeping devices, software and website plugins updated, serving our website over a secure connection, and securely destroying records we no longer need.

No method of transmission or storage is completely secure. Please do not send highly sensitive information, such as full card details, by email or through the website form.

Notifiable data breaches

If personal information we hold is lost, or accessed or disclosed without authorisation, and this is likely to result in serious harm, we will act quickly to contain and assess the breach and, where the Notifiable Data Breaches scheme applies, notify affected individuals and the Office of the Australian Information Commissioner as required.

How long we keep your information

We keep personal information only for as long as we need it:

  • quote enquiries that do not proceed: up to 24 months, so we can follow up and answer later questions
  • completed job records, invoices and compliance documentation: at least seven years, to meet tax, insurance, warranty and regulatory obligations
  • photographs, drain footage and site reports: for the life of the relevant warranty or guarantee and any related claim
  • marketing contact lists: until you unsubscribe or ask us to remove you

When we no longer need personal information, and we are not required by law to keep it, we destroy it or de-identify it.

Direct marketing and your choices

If you have used our services or made an enquiry, we may occasionally contact you with service reminders, maintenance advice or offers. Every marketing email includes an unsubscribe link, and every marketing text message includes a reply to opt out instruction. You can also tell any member of our team that you do not want marketing messages and we will remove you from those lists.

Opting out of marketing does not stop essential service messages about a job you have booked, such as appointment confirmations, arrival notifications, quotes and invoices.

Reviews and testimonials

If you leave us a Google review, that review and the name and profile image you post with it are public, and Google controls them, not us. We display Google reviews on our website. If you would like your review removed from our website display, contact us and we will remove it from the site, although you will need to use Google to edit or delete the review itself.

If we would like to use your name, suburb, photographs of your job or a written testimonial in our marketing, we will ask for your permission first, and you can withdraw that permission at any time.

Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, including records and footage relating to work at your property, and you can ask us to correct it if it is wrong, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details below. We may need to verify your identity before we release information. We will respond within a reasonable time, usually within 30 days. Access is free, although we may charge a reasonable fee where a request requires substantial work, and we will tell you the cost before we proceed.

There are limited situations where we may refuse access or correction, for example where the information relates to a legal dispute, or where giving access would unreasonably affect another person’s privacy. If we refuse, we will tell you why in writing and explain how to complain.

Dealing with us anonymously

You can ask us a general question about our services anonymously or under a pseudonym. We cannot quote a job, attend a property or issue an invoice without your name and contact details.

Children

Our services and website are directed at adults. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us, and we will delete it.

Third-party websites

Our website links to other websites, including Google Maps and Google review pages. We are not responsible for the privacy practices or the content of those websites, and we encourage you to read their privacy policies.

Complaints

If you believe we have mishandled your personal information or breached the Australian Privacy Principles, please tell us first so that we can put it right.

Send your complaint to contact@rgplumbing.com.au with “Privacy complaint” in the subject line, or post it to the address below, with as much detail as you can give us. We will acknowledge your complaint promptly, investigate it, and respond in writing, usually within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:

  • Website: oaic.gov.au
  • Phone: 1300 363 992
  • Post: GPO Box 5218, Sydney NSW 2001

Changes to this policy

We may update this policy from time to time to reflect changes to our services, our systems or the law. The current version is always available at rgplumbing.com.au/privacy-policy/, and the date at the top shows when it was last updated. Where a change is significant, we will bring it to your attention if it is practical to do so.

Contact us

R & G Plumbing Gas & Drainage Pty Ltd

  • ABN: 11 634 054 498
  • Address: Level 3, Suite 2/828 Pacific Hwy, Gordon NSW 2072
  • Phone: 0420 146 747
  • Email: contact@rgplumbing.com.au

For privacy enquiries, please write “Privacy” in the subject line so your message reaches the right person.