Privacy Policy

This policy explains how Integra Pool Service Pty Ltd (ABN 91 668 757 337), referred to as Integra, we, us or our, manages personal information in connection with our website, pool and spa services, retail activities, quotes, proposals, service agreements and communications.

It applies to customers, prospective customers, property owners, tenants, strata committee members, strata and property managers, building or facilities contacts, supplier and trade contacts, website visitors and job applicants. Some employee records may be handled under separate workplace processes.

“Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable. Information about a company or strata scheme is not personal information by itself, but the names, roles, contact details and communications of people associated with it may be.

The information we collect depends on the relationship and service involved. It may include:

We do not require every type of information in every case. If requested information is not provided, we may be unable to assess an enquiry, safely access a site, supply a service, provide a report or extend account terms.

Technicians may create a digital service record to document site conditions and work. A record may include water-test results, chemical additions, cleaning and equipment tasks, plant condition, faults, access exceptions, notes, recommendations and photographs or videos of the pool, spa, plant room, equipment or relevant property area.

We use these records to deliver the service, report to authorised contacts, support quote or repair approvals, investigate questions, demonstrate work completed, manage safety and maintain an accurate service history.

Promotional and educational use

Unless the customer opts out, eligible photographs or videos may be cropped, edited, adapted and used for Integra's own promotional, marketing, tender, capability or educational purposes, including our website, social media, digital advertising and printed material. Any licence applying to that use is set out in our Terms & Conditions.

Before promotional use, we take reasonable steps to de-identify the material. We will not intentionally publish faces, voices, names, street numbers, vehicle registration details, personal documents, access or security information, or other details reasonably likely to identify an individual or the precise private residence. We do not intentionally use identifiable children in promotional material without appropriate separate consent from a parent or guardian.

Opting out or withdrawing permission

A customer may opt out before service or withdraw permission later by telling the attending technician or emailing admin@integrapoolservice.com.au. Include the customer name and service address so we can record the preference and locate relevant material. Opting out of promotional use does not affect eligibility for service or prevent operational records from being created and retained where reasonably required.

After receiving an opt-out or withdrawal, we will record the preference, cease new promotional use and, within a reasonable period, remove affected material from channels under our control where reasonably practicable. Some copies may remain in printed material already distributed, third-party reposts, search-engine or platform caches outside our control, or secure backups until ordinary expiry. We will not intentionally return those retained copies to active promotional use.

Wherever reasonably practicable, operational recording should avoid capturing people, vehicle registrations, personal documents, security details or unrelated private areas. Customers may raise a specific recording concern with the technician, but restricting necessary operational evidence may limit our ability to complete, report on or quote the affected work.

Customers and site representatives should not upload or send photographs, documents or access information that are unrelated to the requested service.

We collect information directly when a person submits a website or service form, calls, emails, sends a message, visits our shop, requests or accepts a quote, makes a purchase, provides site access, speaks with a technician or applies for a role.

We also collect information through technicians' service records, our website and cookies, payment and accounting systems, customer communication platforms, and interactions with equipment suppliers or authorised trades.

Information may be supplied by a third party, including a property owner, tenant, strata manager, owners corporation, committee member, real-estate agency, facilities manager, builder, referrer, employer, insurer, supplier or another authorised representative. We may also use publicly available business or property information where reasonably necessary for an enquiry, proposal or account.

If you provide another person's details, you must have authority or a reasonable basis to do so and should tell them that Integra may handle their information under this policy. Do not provide more information about them than the purpose requires.

Where lawful and practicable, a person may enquire anonymously or using a pseudonym. We usually need accurate identity, contact, property and access information before confirming or delivering onsite work.

We may collect, hold and use information to:

• respond to enquiries and determine whether a property is within our service area or route capacity;
• inspect sites, prepare quotes, proposals, tenders and service agreements;
• schedule, access, perform and document pool, spa, equipment and water-care services;
• send booking, on-route, access, service-completion, fault, quotation, payment and safety communications;
• provide digital service reports to authorised customer and property contacts;
• obtain approvals, coordinate repairs, order goods and work with authorised suppliers or trades;
• issue invoices, process payments, administer deposits or credits, reconcile accounts and recover overdue amounts;
• manage service quality, complaints, warranties, incidents, insurance claims and legal obligations;
• maintain security, prevent misuse or fraud, manage keys and codes, and respond to emergencies or data incidents;
• improve our services, routes, website, forms, communications and business systems;
• send marketing where permitted and manage consent and unsubscribe preferences;
• assess job applications and manage recruitment; and
• create de-identified or aggregated operational and business information that no longer identifies an individual.

We may use information for another purpose where the person would reasonably expect it and it is related to the original purpose, where consent has been given, or where the use is required or permitted by law.

We do not currently arrange for a computer program to use personal information to make decisions that could reasonably be expected to significantly affect an individual's rights or interests. If that practice changes, we will update this policy and provide the information required by applicable law.

We do not ordinarily need sensitive information about customers or website visitors. Please do not provide health, biometric, racial or ethnic, political, religious, sexual-orientation, union-membership or criminal-record information unless it is reasonably necessary for a specific safety, accessibility, recruitment or legal purpose.

If sensitive information is reasonably necessary, we will seek consent where required and limit its use and disclosure to the relevant purpose or another basis permitted by law. Recruitment screening information, including police-check information where relevant to a role, is handled on a need-to-know basis.

Unsolicited personal information that is not reasonably needed may be deleted, destroyed or de-identified, subject to legal and record-keeping requirements.

We do not sell or rent customer contact lists or personal information.

We may disclose information where reasonably necessary to:

• our employees and authorised contractors who require it to perform their roles;
• the customer and authorised property, strata, facilities or real-estate contacts connected with the service;
• cloud hosting, website, form, customer-management, field-service, communications, analytics, marketing and data-storage providers;
• accounting, invoicing, retail, payment and financial-service providers;
• equipment manufacturers, suppliers, couriers, authorised repairers and specialist trades involved in approved work;
• professional advisers, insurers, investigators, auditors and debt-recovery or legal providers;
• government bodies, regulators, emergency services, courts or law-enforcement bodies where required or permitted by law; or
• a prospective purchaser or adviser in connection with a proposed business sale, restructure or transfer, subject to appropriate confidentiality and legal controls.

We aim to disclose only the information reasonably required for the recipient's role. Service providers may use authorised subcontractors under their own security and privacy arrangements.

For a strata, commercial or managed property, different people may be authorised to request work, approve costs, receive reports or provide access. We may rely on the authority structure and contact instructions supplied by the customer, owners corporation, managing agent or authorised representative unless we know they are incorrect.

Service reports, photographs, quotations, invoices and incident information may be provided to authorised stakeholders where relevant to operating, maintaining, funding or managing the pool and associated equipment. We do not treat a broad committee or distribution list as authority to disclose unrelated personal information about a resident, tenant, visitor or worker.

Property managers, strata managers and other representatives should collect and share only the contact, access and site information Integra reasonably requires. They remain responsible for their own privacy obligations and for keeping their authority and distribution instructions current.

Where Integra acts on a customer's instructions as a service provider, the customer's own privacy notice and legal responsibilities may also apply to information it controls.

Integra uses cloud-based business systems for website hosting and forms, email, file storage, field-service records, customer communications, accounting, retail, payments, marketing and analytics. Some providers or their subcontractors may store, process, support or back up information outside Australia.

At the date of this policy, likely locations may include Australia, the United States, Canada, New Zealand, the United Kingdom and countries in the European Economic Area. Provider infrastructure and subcontractor locations can change. Contact us if you require current information relevant to a particular service or record.

Where applicable law requires it, we take reasonable steps in the circumstances before disclosing personal information to an overseas recipient. However, overseas privacy and legal protections may differ from those in Australia.

Payments may be processed by a bank, card processor, payment gateway, retail platform or quotation and invoicing provider. Those providers may collect card, bank, identity, device and transaction information under their own privacy policies and terms.

Integra generally receives transaction confirmations, payment status, limited card details such as card type or last digits, and references needed to reconcile or refund a payment. We do not intend to receive or retain a customer's complete card security code through ordinary service forms, email, SMS or technician notes.

Do not send full payment-card details through an unsecured message or service-request form. If we offer a stored-payment or direct-debit arrangement, the separate authority and payment-provider terms will explain how that facility operates.

Account, invoice and transaction records are retained for legal, tax, audit, warranty, dispute and business-administration purposes.

Operational communications

We may send messages reasonably necessary to respond to an enquiry or manage an existing service, booking, route, access issue, technician arrival, report, quotation, fault, payment, safety matter or account. These are different from optional promotional marketing.

Marketing communications

We may send offers, service updates, reminders or other marketing where consent exists or where otherwise permitted by law. Submitting a service enquiry does not by itself authorise Integra to add the person to an unrelated marketing list.

Marketing emails and SMS will provide a clear way to unsubscribe where required. A person may also opt out by contacting us. We will action an electronic-marketing unsubscribe request within the period required by law. Opting out of marketing does not stop operational messages needed for an active enquiry, booking, service or account.

An unsubscribe from marketing messages and an opt-out from promotional photographic or video use are separate preferences. A person who wants both to stop should state both requests. Media opt-outs are handled under section 3.

We do not disclose personal information to another business so it can independently market unrelated goods or services unless the person has consented or the disclosure is otherwise permitted by law.

Our website may use cookies, pixels, tags, local storage and similar technologies to operate forms and security features, remember preferences, measure site use, identify errors, understand traffic sources and assess advertising or campaign performance.

These technologies may collect IP address, browser and device details, approximate location, page views, clicks, form source, referral information and identifiers. Some data may be collected by third-party analytics, advertising, embedded-content or security providers.

Where a cookie-preference tool is available, it can be used to manage non-essential categories. Browser settings can also block or delete cookies, but disabling necessary cookies may prevent forms or website features from working correctly.

Our website may link to or embed third-party websites, maps, videos, payment pages or social platforms. Integra is not responsible for those third parties' privacy practices. Review their policies before providing information.

We take reasonable administrative, physical and technical steps appropriate to our business and the information involved. Measures may include access controls, authentication, staff confidentiality and training, managed business systems, device protections, backups, restricted access to keys and codes, provider security reviews and incident-response procedures.

No transmission, cloud platform, device or storage method is completely secure. Customers should avoid sending unnecessary sensitive information, passwords, alarm codes or full payment-card details through ordinary email, SMS or open website fields.

If we become aware of a suspected data breach, we will take reasonable steps to contain it, assess the affected information and risk, reduce potential harm, preserve necessary evidence and improve controls. Where the Notifiable Data Breaches scheme or another law applies, we will notify affected individuals and the relevant regulator when required.

We retain information for as long as reasonably required for the purpose collected and for legitimate service-history, safety, warranty, tax, accounting, insurance, legal, dispute, debt-recovery and compliance needs.

Retention periods vary. For example, an unsuccessful preliminary enquiry may be needed for a shorter period than an ongoing service history, an invoice or a record connected with equipment work. Most Australian business tax records must generally be kept for at least five years, and some records may need to be held longer.

When personal information is no longer reasonably required and no law, claim, contract or legitimate business need requires its retention, we will take reasonable steps to securely destroy it or de-identify it. Backups and provider systems may retain residual copies until their ordinary secure-deletion cycle completes.

You may ask what personal information we hold about you, request access to it, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Send the request to admin@integrapoolservice.com.au with enough detail to identify the relevant person, property, account or record. We may need to verify identity and authority before providing access or making a change, particularly where a record also contains another person's information or security details.

We will respond within a reasonable period and aim to do so within 30 days. There is no fee to make a request. Where permitted by law, we may charge a reasonable cost of providing access after explaining it in advance.

Access may be limited or refused where permitted or required by law, including where disclosure would unreasonably affect another person's privacy, reveal commercially sensitive evaluative information, compromise security, prejudice an investigation or relate to existing or anticipated legal proceedings. Where required, we will explain the reason and available complaint options.

Send a privacy question or complaint to admin@integrapoolservice.com.au. Include your name and contact details, the information or conduct involved, relevant dates and the outcome you seek.

We will acknowledge the matter, investigate it fairly, seek further information where needed and provide a response within a reasonable period. We aim to respond within 30 days, but a complex matter may take longer. If so, we will explain the delay and expected timing.

If the matter is not resolved, ask us to review the response. Where the Privacy Act applies to the matter, you may also be able to complain to the Office of the Australian Information Commissioner. The OAIC generally expects a person to first give the organisation a reasonable opportunity to respond.

Our service-request, account and employment forms are intended for adults and authorised business or property representatives. We do not knowingly solicit personal information directly from children.

Because pool services occur at homes and shared facilities, children may be present or incidentally visible. Technicians should avoid intentionally recording identifiable children unless it is reasonably necessary for an immediate safety or incident purpose. Any promotional use of an identifiable child's image requires appropriate consent from a parent or guardian.

A parent or guardian concerned that a child’s personal information has been provided to Integra should contact us so we can assess and address it.

We may update this policy when our services, systems, providers or legal obligations change. The current version will be published on this page with its updated date. A change applies from publication and does not authorise a use or disclosure that required consent when the information was collected.

For a privacy enquiry, access or correction request, complaint, direct-marketing unsubscribe or promotional-media opt-out, contact:

Integra Pool Service Pty Ltd
ABN 91 668 757 337
Email: admin@integrapoolservice.com.au
Phone: 0466 632 036
Website: integrapoolservice.com.au

Our Terms & Conditions separately govern service requests, bookings, work, goods, payment and customer responsibilities.