Privacy Policy

Mage & Phoenix Pty Ltd | ABN: 90 674 768 337 Trading as Stag Plumbing (incorporating Stag Hot Water)

Effective Date: June 2026 | Version 1.0

1. INTRODUCTION

1.1 Mage & Phoenix Pty Ltd ABN 90 674 768 337 trading as Stag Plumbing and Stag Hot Water (the Company, we, us, our) is committed to protecting the privacy of our customers and website visitors in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1.2 This Privacy Policy explains what personal information we collect, why we collect it, how we use and store it, who we may share it with, and how you can access, correct, or raise concerns about your information.

1.3 By using our website, submitting an enquiry, or engaging our services, you consent to the collection and use of your personal information in accordance with this Policy.

2. WHAT INFORMATION WE COLLECT

2.1 We may collect the following types of personal information:

  • Full name

  • Residential or property address and suburb

  • Phone number

  • Email address

  • Photos of your property or hot water installation submitted via our online enquiry form

  • Payment information (processed securely through third-party payment providers — we do not store card details)

  • Finance application information where you elect to use a Finance Provider

  • Communications between you and our team including phone calls, SMS, and emails

  • Any other information you voluntarily provide to us in the course of enquiring about or engaging our services

2.2 We collect this information directly from you when you submit an online enquiry form, contact us by phone or email, accept a quote, or engage our services.

2.3 We do not collect sensitive information as defined under the Privacy Act (such as health information, racial or ethnic origin, or criminal record) unless you voluntarily provide it in the context of a service request (for example, advising of a medical need for urgent hot water restoration).

3. WHY WE COLLECT YOUR INFORMATION

3.1 We collect personal information for the following purposes:

  • To respond to your enquiry and provide you with a quote

  • To schedule, coordinate, and deliver our services at your property

  • To process payment for services rendered

  • To refer you to Finance Providers where you have requested finance options

  • To issue Certificates of Compliance and other regulatory documents as required by Victorian plumbing regulations

  • To communicate with you about your booking, service, or warranty

  • To meet our legal and regulatory obligations as a licensed plumbing business in Victoria

  • To improve our services and customer experience

3.2 We will not use your personal information for any purpose that is unrelated to the delivery of our services without your consent.

4. HOW WE STORE AND PROTECT YOUR INFORMATION

4.1 We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, and disclosure.

4.2 Your information may be stored in the following systems:

  • Our email and business communication systems

  • Our job management and scheduling systems

  • Our Jotform online enquiry platform

  • Our accounting and invoicing systems

  • Our Finance Provider platforms where applicable

4.3 We use reputable third-party platforms that maintain their own security and privacy standards. We encourage you to review the privacy policies of those platforms where relevant.

4.4 We retain your personal information for as long as is reasonably necessary to fulfil the purposes for which it was collected, to meet our legal and regulatory obligations, and to honour our lifetime workmanship warranty obligations. In practice this means we retain customer and job records for a minimum of seven (7) years in accordance with standard Australian business record-keeping requirements.

4.5 Where personal information is no longer required, we will take reasonable steps to destroy or de-identify it securely.

5. WHO WE SHARE YOUR INFORMATION WITH

5.1 We do not sell, rent, or trade your personal information to third parties.

5.2 We may share your personal information with third parties only in the following circumstances:

  • Finance Providers — where you have requested finance options, we may refer your contact details to Zip Pay (ZipMoney Payments Pty Ltd ABN 58 164 440 993) or Ausloans Finance Group for the purpose of facilitating a finance application. Your agreement with those providers is governed by their own terms and privacy policies.

  • Suppliers and product manufacturers — where necessary to source, order, or warranty the goods installed at your property

  • Regulatory bodies — where required by law, including the Building and Plumbing Commission (BPC), Consumer Affairs Victoria, or other government agencies

  • Legal and professional advisors — where necessary to obtain legal, accounting, or insurance advice in connection with our business operations

  • Payment processors — your payment details are processed securely by our payment provider and are not stored by us

5.3 We will not share your personal information with any other third party without your consent, except where required or permitted by law.

6. ONLINE ENQUIRY FORMS & WEBSITE

6.1 Our website uses a Jotform-powered online enquiry form to collect customer information and photos. Jotform operates its own privacy and security infrastructure. Information submitted via our enquiry form is transmitted securely and delivered to our team.

6.2 Our website may use cookies and standard website analytics tools to understand how visitors use our site. This information is collected in aggregate and is not linked to personally identifiable information. You may disable cookies in your browser settings, though this may affect the functionality of our website.

6.3 Our website is hosted on the Squarespace platform. Squarespace maintains its own privacy and security standards. For more information, see Squarespace's Privacy Policy at squarespace.com.

7. ACCESSING AND CORRECTING YOUR INFORMATION

7.1 You have the right to request access to the personal information we hold about you at any time. You also have the right to request that we correct any information that is inaccurate, out of date, incomplete, or misleading.

7.2 To make an access or correction request, please contact us using the details in Section 10. We will respond to your request within a reasonable timeframe and in accordance with our obligations under the Australian Privacy Principles.

7.3 In some circumstances we may be unable to provide access to certain information, for example where doing so would unreasonably impact the privacy of another person or where we are required by law to retain it. Where we decline a request, we will explain the reason in writing.

8. COMPLAINTS

8.1 If you believe we have breached the Australian Privacy Principles or mishandled your personal information, we encourage you to contact us directly in the first instance so we can attempt to resolve the matter promptly.

8.2 We will acknowledge your complaint within 5 Business Days and endeavour to resolve it within 30 days.

8.3 If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.

9. UPDATES TO THIS POLICY

9.1 We may update this Privacy Policy from time to time to reflect changes in our business, technology, or legal obligations. Updated versions will be published on our website with a revised effective date.

9.2 We encourage you to review this Policy periodically. Continued use of our website or services after an update constitutes acceptance of the revised Policy.

10. CONTACT US

If you have any questions, concerns, or requests relating to this Privacy Policy or the handling of your personal information, please contact us:

Mage & Phoenix Pty Ltd trading as Stag Plumbing Phone: 1300 031 404 Email: office@stagplumbing.com.au Website: www.stagplumbing.com.au Office Hours: Monday to Friday, 9:00am – 5:00pm AEST

This Privacy Policy is governed by the laws of Victoria, Australia and has been prepared in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Version 1.0 — June 2026.