This policy explains how Home Water Filter Systems collects, uses, stores and shares your personal information, and how you can access it or make a complaint. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Last updated: 8 November 2026
What we collect
Depending on how you deal with us, we may collect:
- your name, email address, phone number and postcode
- your delivery or installation address
- order details, such as the products you buy and whether you’d like installation
- messages you send us, and notes from our calls and emails with you
- your answers to our water test booking form and filter finder, such as your water source, home size, main water concern and whether you own or rent
- basic technical details, such as the page you were on when you sent a form
Payment details are handled by our payment providers and are not stored by us.
You can browse our site without telling us who you are. We do need your details to give you a quote, deliver an order or book a water test or installation.
How we collect it
We collect personal information directly from you when you:
- fill in a form on this site, such as a water test booking, installation enquiry, contact form, filter finder or newsletter sign-up
- place an order
- call or email us
Why we collect it
We use your personal information to:
- answer your enquiries and prepare quotes
- book and carry out water tests and installations
- process, deliver and support your orders, including returns and warranty claims
- send cartridge replacement reminders
- send marketing emails, such as tips and offers, if you subscribe
- improve our products, services and website, and meet our legal obligations
Who we share it with
We don’t sell your personal information. We share it only with service providers who help us run our business, and only as far as they need it to do their job:
- our website hosting and analytics provider (Vercel)
- our database provider (Neon)
- our email delivery provider
- payment providers
- couriers and delivery partners
- licensed plumbers and installers who carry out work for us
We may also disclose information where the law requires or authorises it.
Information stored overseas
Some of our service providers may store or process information outside Australia, including in the United States. Where that happens, we take reasonable steps to make sure your information is handled in line with the Australian Privacy Principles.
Marketing emails
We only send marketing emails if you’ve subscribed or otherwise agreed to receive them. Every marketing email includes an unsubscribe link, or you can contact us to opt out at any time. You can also ask us to stop cartridge reminders whenever you like.
Cookies, analytics and browser storage
Our site uses essential browser storage to remember what’s in your shopping cart. That information stays in your browser until you check out.
We use Vercel Web Analytics and Speed Insights to understand which pages are visited and how quickly they load. These tools don’t use cookies, don’t store your IP address and don’t track you across other websites; visits are counted with a short-lived, anonymised identifier that can’t be linked back to you. We don’t use advertising cookies. If that changes, we’ll update this policy first.
Like most websites, our hosting provider may automatically record technical information, such as your IP address and browser type, to keep the site secure and running well.
How we protect your information
We hold personal information electronically and take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure. We use access-controlled systems and limit access to the people who need it. We keep information only for as long as we need it for the purposes above or as the law requires, then securely delete or de-identify it.
If a data breach is likely to cause you serious harm, we’ll notify you and the Office of the Australian Information Commissioner as required by law.
Accessing and correcting your information
You can ask for access to the personal information we hold about you, or ask us to correct it, by contacting us. We may need to confirm your identity first. We’ll respond within a reasonable time, usually within 30 days, and if we can’t do what you’ve asked, we’ll explain why in writing.
Complaints
If you’re concerned about how we’ve handled your personal information, please contact us first so we can try to put it right. We’ll look into your complaint and respond, usually within 30 days.
If you’re not satisfied with our response, or we haven’t responded within 30 days, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
Contact us
For privacy questions, requests or complaints, contact us:
- Email: hello@homewaterfiltersystems.com.au
- Phone: 1300 000 000
Changes to this policy
We may update this policy from time to time. The current version will always be on this page, with the date it was last updated.