Effective date: August 2026
This policy explains how NSW Hot Water (“we”, “us”, “our”) collects, uses, stores and discloses personal information when you browse this website, buy a hot water system, or contact us about installation, repair or replacement work. We handle personal information in line with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Trading name: NSW Hot Water
ABN: 42 606 115 600
Address: 34/85-115 Alfred Road, Chipping Norton NSW 2170
Website: nswhotwater.com.au
Email: info@nswhotwater.com.au
Most of the information we hold is information you have given us yourself, when you place an order through the shop, submit a form on this site, email us about a system, or create a customer account at checkout.
Depending on how you get in touch, that can include:
We ask for what we need to supply the product, arrange the work and stay in contact about it. Nothing more than that.
Your information is used to fulfil orders and arrange delivery, to organise installation, repair and replacement work, to keep you informed about the progress of a job, to issue invoices, receipts and warranty paperwork, to answer questions, to improve how this website and our product range work, and to meet our legal and record-keeping obligations.
We do not send marketing without your consent, and we do not sell, rent or trade your information to anyone for their own marketing.
Payments made through this website are handled by a third-party payment gateway. Full card numbers, CVV codes and similar credentials are processed directly by that provider under its own security and privacy terms, and are not stored on our servers. What comes back to us is a transaction reference and confirmation so the payment can be matched to your order.
Cookies are small files stored on your device. This site uses them for a few different purposes.
Some are simply required for the site to work. Your cart contents and checkout progress are tracked with session cookies, which expire when your session ends or after a period of inactivity, and if you hold a customer account, cookies are what keep you signed in and remember your preferences. Without these, the shop cannot function.
We also use Google Analytics to see how the site is being used, which pages get visited and how people arrive. The data it collects is aggregated and does not identify you personally. If you would rather not be included, Google publishes an opt-out browser add-on that blocks it.
Other cookies may be set to help pages load faster. These collect no personal information.
We do not run advertising, retargeting or behavioural profiling cookies on this website.
Cookies can also be blocked or cleared in your browser settings, though doing so will stop the cart and checkout working properly.
Personal information is passed to other parties only where it is needed to actually deliver what you have asked for. In practice that means:
Each is expected to handle your information under its own privacy obligations and to use it only for the purpose it was given.
Beyond that, we disclose personal information only where you have agreed to it, where the law requires or authorises us to, or where it is necessary to prevent a serious threat to someone’s life, health or safety.
Order and transaction records are retained for at least seven years, which is what Australian tax and business record-keeping rules require of us. Account details stay while the account is active, or until you ask us to remove them. Enquiries and form submissions are kept long enough to follow up and support the job afterwards. Analytics data is anonymised and retained according to our analytics provider’s own settings.
Once information is no longer needed, we take reasonable steps to destroy it or strip it of anything identifying.
We take reasonable steps to protect personal information against misuse, loss, and unauthorised access, modification or disclosure. The site runs over SSL/TLS throughout, payment handling sits with a PCI-compliant provider, access to customer records is limited to people who need it, and software is kept updated.
No system connected to the internet is completely secure, and we cannot guarantee otherwise.
Under the Australian Privacy Principles you can ask us for a copy of the personal information we hold about you, ask us to correct anything inaccurate or out of date, ask us to delete it where we are not legally required to keep it, withdraw consent you have previously given, and complain if you think we have mishandled it.
Email info@nswhotwater.com.au to do any of those. We will respond within a reasonable period.
If our response to a complaint does not resolve it, the Office of the Australian Information Commissioner can take it further:
Website: www.oaic.gov.au
Phone: 1300 363 992
This website and the services sold through it are intended for adults. We do not knowingly collect personal information from anyone under 18. If you believe a child has provided us with information, contact us and we will remove it.
This policy may be updated as our practices, services or legal obligations change. The current version is always the one published on this page, with the effective date at the top revised accordingly.
Questions about this policy, or about how your information is handled, go to:
Email: info@nswhotwater.com.au
Post: NSW Hot Water, 34/85-115 Alfred Road, Chipping Norton NSW 2170
Website: nswhotwater.com.au
