Privacy Policy

Last Updated: [10 September 2026]

Prime Tradies ("we," "us," or "our") operates the website primetradies.com and associated emergency dispatch services. We are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website or submit an emergency plumbing service request.

1. Information We Collect

We collect personal information necessary to fulfill your emergency service requests and connect you with qualified trade contractors. This information includes:

• Contact Information: Full name, mobile phone number, and email address.

• Service & Location Details: Street address, suburb, postcode, and description of your plumbing emergency.

• Technical & Usage Data: IP address, browser type, device identifiers, and website interaction data collected via cookies and tracking pixels (e.g., Google Analytics).

• Communication Records: Call metadata, SMS records, and audio recordings (where permitted) generated during dispatch calls or automated SMS interactions.

2. How We Collect Your Information

We collect personal information directly from you when you:

• Fill out and submit forms on primetradies.com.

• Call our emergency dispatch telephone numbers.

• Respond to automated SMS messages sent through our platform.

• Interact with our website via automated tracking cookies and tags.

3. Purpose of Collection, Use, and Disclosure

Prime Tradies is a digital lead generation and dispatch network. We do not directly perform plumbing services. We collect and use your personal information for the following primary purposes:

• Dispatching Trade Partners: Securely sharing your contact details, location, and emergency description with independent, fully licensed, and insured NSW plumbing contractors within our network to fulfill your service request.

• Automated Communications: Triggering immediate phone calls, whisper prompts, and automated SMS messages (via platforms such as GoHighLevel and Twilio) to connect you with an on-call plumber.

• Service Quality & Support: Monitoring callback times, handling customer inquiries, and verifying job fulfillment.

• Marketing & Campaign Analytics: Optimizing our advertising campaigns on platforms such as Google Ads.

4. Disclosure to Third Parties

To fulfill our services, we disclose your personal information to third parties under the following circumstances:

• Independent Trade Contractors: Your name, phone number, and service location are transferred to verified independent plumbing partners (Primary and Secondary dispatch channels) who respond to your request.

• Technology & Infrastructure Providers: Third-party software vendors that support our platform operations, including CRM platforms (GoHighLevel), telecommunication gateways (Twilio), hosting services (Framer), and analytics providers (Google).

• Legal Requirements: When required by law, regulation, subpoena, or government authority.

Note: We do not sell or rent your personal information to third-party data brokers for unrelated marketing purposes.

5. Automated Communications & Spam Act Compliance

By submitting a request on our website or calling our emergency numbers, you explicitly consent to receiving automated transactional phone calls, pre-recorded voice prompts, and SMS messages from Prime Tradies and its dispatch partners regarding your plumbing request.

You may opt out of promotional communications at any time by replying "STOP" to any SMS message.

6. Overseas Data Transfer & Storage

Our software vendors (including CRM and communication infrastructure) may process and store data on secure servers located outside Australia, including in the United States. We take reasonable steps to ensure these providers comply with privacy standards equivalent to the Australian Privacy Principles.

7. Data Security 

We implement reasonable administrative, technical, and physical security measures to protect your personal information from unauthorized access, loss, misuse, or disclosure. However, no internet transmission or electronic storage method can be guaranteed 100% secure.

8. Telecommunications & Call Recording

When you call our emergency dispatch telephone numbers or receive a call/SMS from our dispatch platform (powered by providers like GoHighLevel and Twilio), audio calls may be recorded and telecommunication metadata stored.

Call recordings are used strictly for quality assurance, staff training, and lead dispute verification between customers and network trade contractors, in compliance with the Surveillance Devices Act 2007 (NSW). If you do not wish for your call to be recorded, you may inform the operator or terminate the call and submit your emergency request via our website form.

9. Cookies, Pixels & Digital Advertising

We deploy tracking cookies, web beacons, and analytics scripts (including Google Tag Manager, Google Analytics 4, Google Ads Tag, and Meta Pixel) on primetradies.com. These tools collect anonymized usage data, IP addresses, device identifiers, and browser behavior to measure advertising effectiveness and display relevant ads to you across the web.

Third-party vendors, including Google, use cookies to serve ads based on your past visits to our website. You can opt out of personalized advertising by visiting Google's Ads Settings or the Network Advertising Initiative Opt-Out Page.

10. Direct Marketing & Opt-Out Rights

We distinguish between transactional dispatch communications (essential calls or SMS messages required to connect you with an on-call plumber for your active request) and direct marketing communications.

You will only receive promotional marketing messages if you have provided consent. You may opt out of marketing communications at any time by:

• Replying "STOP" to any SMS text message.

• Clicking the "unsubscribe" link in any marketing email.

• Emailing your opt-out request directly to privacy@primetradies.com.

Note: Opting out of marketing communications will not affect transactional notifications related to an active plumbing request you have submitted.

11. Data Retention & Destruction

In accordance with Australian Privacy Principle 11.2, we retain personal lead information (such as names, phone numbers, and job locations) only for as long as necessary to fulfill the requested emergency service, resolve lead dispute inquiries with trade partners, or satisfy accounting and legal record-keeping requirements.

When personal information is no longer required, we take reasonable steps to securely destroy or permanently de-identify the data.

12. Notifiable Data Breaches (NDB) Scheme

In the event of a security incident or unauthorized access resulting in an eligible data breach involving your personal information, Prime Tradies will assess the incident and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with our legal obligations under Part IIIC of the Privacy Act 1988 (Cth).

13. Protection of Minors

Our website and emergency dispatch services are intended strictly for adults aged 18 and older who are authorized to request trade services for a property. We do not knowingly collect or store personal information from individuals under the age of 18.

14. Access, Correction, and Your Rights

Under the Australian Privacy Principles, you have the right to:

• Request Access: Access the personal information we hold about you.

• Request Correction: Request corrections to inaccurate, incomplete, or out-of-date personal information.

• Request Erasure: Request deletion of your personal data, subject to legal or financial record-keeping obligations.

To submit a request, please contact our Privacy Officer using the details below. We will respond within 30 days.

15. Contact Us & Complaints

If you have questions about this Privacy Policy, wish to exercise your data rights, or want to make a complaint regarding our handling of your personal information, please contact us at:

• Entity Name: Prime Tradies Network

• Privacy Email: privacy@primetradies.com

• Location: Sydney, NSW, Australia