Privacy Policy

Pristine Water Systems Australia Pty Ltd Privacy Policy

Openness and transparency

Pristine Water Systems Australia Pty Ltd (PWSA) is committed to protecting your privacy and respects and upholds your rights under the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (“Privacy Act”). By using this website, you agree to and consent to the collection, use, holding and disclosure of personal information by PWSA as set out in this policy.

Personal information

Personal information is information or an opinion about an individual whose identity is apparent, or can be reasonably ascertained, from that information or opinion. Personal information we may collect from you includes, without limitation, your name, address, email address, and telephone number(s).

Collection

PWSA will collect personal information only by lawful and fair means and not in an unreasonably intrusive way. If it is reasonable and practical to do so, PWSA will only collect personal information about you directly from you. PWSA may collect your personal information from reputable third party lead generation sources for marketing purposes, but only where you have consented to the disclosure of your information to PWSA and for PWSA to send you marketing communications. PWSA will not collect personal information unless the information is reasonably necessary for our functions and activities.

PWSA may enter into arrangements with third parties to collect your personal information in circumstances where the third party notifies you, at the time of collection, that your personal information will be provided to PWSA.

If you use a pseudonym when dealing with us or you do not provide identifiable information PWSA may not be able to provide you with any or all of our services as requested. If you wish to remain anonymous when you use our website do not sign into it or provide any information that might identify you.

PWSA requires individuals to provide accurate, up-to-date and complete personal information at the time it is collected.

What does PWSA do with your personal information?

In addition to any purpose notified to you at the time of collection PWSA uses your personal information for the purposes of:

• providing our services to you;
• our internal management needs;
• our marketing activities;
• responding to any inquiries or comments that you submit to us;
• any other purpose you have consented to; and
• any use which is required or authorised by law.

Disclosure of personal information

PWSA may disclose your personal information:

• to third-parties we ordinarily engage for the above purposes;
• any person or entity to whom you have consented to PWSA disclosing your personal information to; and any person or entity to whom we are required or authorised to disclose your personal information to in accordance with the law related bodies of PWSA

Access and Management

You may request access to your personal information in our customer account database, or seek correction of it, by contacting our customer service team.

PWSA may charge a reasonable fee that is not excessive to cover the charges of retrieving your personal information from our customer account database. PWSA will not charge you for making the request.

If you believe that PWSA holds personal information about you in our customer account database that is not accurate, complete, up-to-date, relevant or information that is misleading then you may request its amendment and PWSA will respond to your request within a reasonable time. PWSA will not charge you for correcting your personal information.

If PWSA no longer needs your personal information for any of the purposes set out in this policy, or as otherwise required by law, PWSA will take such steps as are reasonable in the circumstances to destroy the information or to de-identify it.

PWSA will take reasonable steps to protect the personal information it holds from misuse, interference and loss and from unauthorised access, modification or disclosure.

Opting Out / Unsubscribe

At any time you may opt out of receiving marketing communications from us. Unless you opt out, your consent to receive direct marketing communications from us and to the handling of your personal information as detailed above, will continue. Each of our marketing emails will have an unsubscribe function which will allow you to unsubscribe from all future marketing communications. All of our marketing SMS messages will also contain an unsubscribe feature. Outside of these channels, you can opt out from receiving marketing communications at any time by emailing info@pristinewater.net.au.

Contact information

If you require further information regarding this policy or wish to make a complaint about a breach of the APPs by PWSA, please contact us at info@pristinewater.net.au, or send mail to: Attn: Privacy Officer, Pristine Water Systems Australia, PO Box 1757, Runaway Bay, QLD 4216 Australia. A senior member of staff will review your complaint within 5 business days and respond to you in writing advising what action(s) PWSA will take as a result of your complaint.

www.pristinewatersystems.com.au website

When transmitting personal information from your computer to the www.pristinewatersystems.com.au website, you must keep in mind that the transmission of information over the Internet is not always completely secure or error-free. Other than liability that cannot lawfully be excluded, PWSA will not be liable in any way in relation to any breach of security or any unintended loss or disclosure of that information.

The www.pristinewatersystem.com.au website may use “cookies” to help personalise your online experience and save you time. You have the ability to accept or decline cookies. If you choose to decline cookies, you may not be able to fully experience the interactive features of the www.pristinewatersystems.com.au website.

The “In The Field” mobile app

Section added 8 September 2026. In The Field (ITF) is the mobile app used by Pristine Water Systems franchise operators and their technicians to run their day: scheduled jobs, customer records, on-site water treatment records, photos, quotes and invoices. It is the mobile part of PODAC, PWSA’s franchise management system. The app is only available to people issued a login by PWSA; it is not intended for the general public. This section explains what the app collects and why, and applies together with the rest of this policy.

Who is responsible for the information

Each Pristine Water Systems franchise is an independently owned business and is responsible for the personal information of its own customers. PWSA operates the app and the systems behind it, and handles that information on the franchise’s behalf to provide the service. PWSA also holds the account details of the people who use the app.

Information the app handles

• Your account: your name, email address, mobile number, login details, the franchise you belong to, and technical details such as device type and app version.
• Customer and job records belonging to your franchise: customer names, addresses, phone numbers and email addresses; bookings, quotes, invoices and service history; water treatment readings; tank, filter and other asset details and their QR labels; and notes made about a job. These are stored on the device so the app works without mobile coverage, and are synchronised with PWSA’s systems.
• Photos and videos you take, or choose from your photo library, for a job, an asset or a treatment, together with any title you give them. They are uploaded to PWSA’s systems and shown on the customer’s record and in service reports. The app does not read other photos in your library.
• Location, only while you are using the app: to show the distance and travel time to your jobs; to record when and where a job was started, arrived at and finished, which your franchise office can see on its day tracker; and to record where a tank or asset is when you photograph it. The app does not track your location in the background or when it is closed.
• Calendar: with your permission the app reads your device calendar so your own appointments appear alongside your jobs, and on Android it can add a job to your calendar if you choose. Calendar contents are not uploaded.
• Caller identification: the app can label incoming calls from your customers and from people who have enquired through the website. On iPhone it supplies those names and numbers to the iOS call directory; on Android it keeps them in a private contacts account owned by the app, which is not synchronised to any cloud account, is hidden from your contacts list, and is removed when the app is uninstalled. The app does not read your personal contacts and has no access to the content of calls.
• Phone: tapping a number opens your phone’s dialler. Nothing about the call is recorded.
• Diagnostics: crash reports and technical logs (device model, operating system, app version, an identifier generated by the app for the device, and the details of the error) so faults can be found and fixed.

How the information is used

To run the franchise’s business: scheduling, recording and invoicing work, keeping each customer’s service history, sending appointment reminders and invoices, producing service reports and safety and competency records, and supporting the people who use the app. The information is not used for advertising or profiling, and it is not sold.

Who receives the information

• PWSA head office, your own franchise, and where a territory is looked after by another franchise, that franchise.
• Service providers that host and support the app on PWSA’s behalf: Microsoft Azure (hosting and storage, in Australia); Google (the Maps distance service receives your approximate location and the job address to estimate travel time); Bugfender (crash and diagnostic logs, stored on servers in the European Union); Apple and Google (delivery of the app and its updates); Xero, for franchises that invoice through it (customer name, contact details and invoice lines); and the email and SMS providers that deliver appointment reminders and invoices for your franchise.
• Anyone else only with your consent or where the law requires it.

Storage, security and retention

Information is sent between the app and PWSA’s systems over encrypted connections and is held in Microsoft Azure data centres in Australia, with access limited to authorised logins. Customer and job records are kept for as long as the franchise operates and for as long as the law requires business records to be kept. When a franchise leaves the network, the app on its devices clears its local copy at the next synchronisation. Deleting the app removes the information held on the device, including the caller-identification entries.

Your choices

Camera, photo library, location, calendar and contacts or caller-identification permissions are each optional and can be granted or withdrawn at any time in your device settings. The parts of the app that rely on a permission will not work without it, but the rest of the app will.

If you are a customer of a franchise

If a Pristine Water Systems franchise holds your details through the app and you would like to access or correct them, contact your local franchise or PWSA using the contact details in this policy.

Children

The app is a business tool for adults. It is not directed at, and does not knowingly collect information from, anyone under 18.

Miscellaneous

PWSA reserves the right to modify this Privacy Policy in whole or in part from time to time without notice and amendments will be effective immediately upon posting of the amended Privacy Policy on the www.pristinewatersystems.com.au website.