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Pipefuel understands the need to protect your privacy


Pipefuel aims to provide its customers with the best possible products and service. To achieve this, we aim to make efficient use of the personal information we collect from our customers.

We also want our customers and other persons with whom we interact to have confidence that in handling personal information, we afford that information an appropriate level of privacy, consistent with the Australian Privacy Principles.

What kind of Personal Information does Pipefuel collect?

Personal Information is any information or an opinion, in any form and whether true or not, about an identified individual or an individual who is reasonably identifiable.

The kinds of personal information that we collect and hold about you will depend on the circumstances of collection, including whether we collect the information from you as a customer, dealer, supplier, contractor, stakeholder, job applicant, community grant applicant or in some other capacity.

For example, if you are a customer or a potential customer, we may collect your name, address, email address, telephone number, software purchase history.

If we are not able to collect your personal information, we may not be able to provide you with our products or services or do business with you or the organisation with which you are connected.

How does Pipefuel collect personal information?

Where possible, Pipefuel will collect your personal information directly from you. This may take place in a number of ways, such as when you interact with us in writing (including if you give us a written order), or ask us to provide a product or service or otherwise deal with us over the telephone or internet.

Our website may also offer interactive facilities, such as customer enquiry or comment forms and competition entry forms, where personal information may be collected. If you enter our competitions using your social media account (where available), we may collect information about you from your social media profile.

Regardless of how we receive your personal information, it will always be handled by Pipefuel in accordance with this privacy policy and the Australian Privacy Principles.

How does Pipefuel use personal information?

Pipefuel collects personal information for a range of purposes relating to the products and services it offers. Those purposes include:

  • responding to enquiries regarding products and services we offer
  • receiving feedback and dealing with complaints
  • processing orders and administering accounts
  • providing customer support
  • considering job applicants for current and future employment
  • marketing and promotional activities
  • product development and market research
  • meeting our regulatory and legal obligations.

We may also use your information for other purposes required or authorised by or under law (including purposes for which you have provided your consent).

In conducting our activities, we may sometimes need to disclose your personal information to others. Examples of the types of organisations we may need to disclose information to are:

  • a person outside Pipefuel who is contracted to us to provide a particular service on our behalf. 

Some examples of the kinds of organisations with which we contract are:

  • mailing houses for bulk mailing of letters and notices;
  • printers for marketing material;
  • organisations that assist us to conduct promotions or market research;
  • information technology service providers;
  • customer service centre providers; and
  • accountants, lawyers and other service providers.

Sometimes, the law requires us to disclose personal information. For example, information may be disclosed to a court in response to a subpoena or to a Government agency such as the Australian Taxation Office.

We may also disclose your personal information to other third parties and for other purposes with your consent. That consent may be written, verbal or implied from your conduct.

Direct marketing

From time to time, we may use personal information to inform our customers, prospective customers and other persons with whom we interact about our products and services, or about special offers, promotions and events that we think may be of interest to you. We may provide this information using any contact number or address provided, including without limitation by post, phone, email and SMS. We will generally give you the opportunity to express a wish not to receive direct marketing communications. Your consent to receive direct marketing communications in the above ways will be deemed if you do not opt out when we offer you the opportunity to do so, and will remain current for an indefinite period of time unless and until you advise us otherwise. You can opt-out of receiving direct marketing at any time (see below).

Pipefuel does not disclose personal information to organisations outside Pipefuel and its related companies for the purposes of allowing them to direct market their products. However, we may connect with other business associates of Pipefuel in joint marketing of our respective products and services to customers.

How can you opt out of receiving direct marketing?

You can let us know at any time if you do not want the personal information we hold about you to be used or disclosed for any of the above purposes, or you do not wish to be contacted in any of the above ways, by contacting us in any of the ways set out at the bottom of this policy. In some circumstances we may need to contact you to obtain additional information, to verify your identity or to clarify your request.

Ensuring personal information is up-to-date

We rely on the personal information we hold in conducting our business. Therefore, it is very important that the information we hold is accurate, complete and up-to-date.

We take reasonable steps to ensure that the personal information we hold is accurate, complete, up-to-date and relevant whenever we collect or use it. This means that from time to time, we will ask you to tell us if there are any changes to your personal information. If you find that information we hold about you is incorrect, please contact us immediately (in any of the ways set out at the bottom of this policy) and we will take reasonable steps to correct it.

Security of personal information

We may store your information in hardcopy and/or in electronic form. Security of personal information is important to us and we take reasonable precautions to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure.

Some of the ways we protect personal information include:

  • external and internal premises security;
  • restricting access to personal information only to staff who need it to perform their day to day functions;
  • maintaining technology products to prevent unauthorised computer access or damage to electronically stored information, such as requiring identifiers and passwords, firewalls and anti-virus software; and
  • maintaining physical security over paper records.

Access to personal information by individuals

You can request access to the personal information we hold about you by contacting us in any of the ways set out at the bottom of this policy, and we will generally provide you with access subject to some exceptions permitted by law.

We may charge an access fee to cover the reasonable cost of retrieving the information and supplying it to you.

Access to personal information may be refused in a number of circumstances, such as where the information relates to anticipated legal proceedings or the request for access is frivolous or vexatious. If we deny or restrict your access, we will explain why.