Customers
Name, mobile number, suburb, plumbing problem and communications may be used to respond to and route a plumbing enquiry.
Personal information and website privacy
Privacy Policy
This policy explains how Trusted Plumbers handles personal information submitted through plumbing enquiries, calls, WhatsApp, email, website use and provider participation enquiries.
The policy is intended to support transparent and lawful processing under South Africa’s Protection of Personal Information Act, 2013, commonly known as POPIA.
Explains what information is collected.
Explains provider and supplier sharing.
Explains access, correction and objection rights.
Last updated: 15 July 2026. Privacy requests can be sent to [email protected].
Plumbing Providers
Business, service, coverage and contact information may be used to assess and manage potential platform participation.
Website Visitors
Technical, cookie and usage information may be processed where required to operate, secure and improve the website.
Scope and Responsible Party
This Privacy Policy applies to personal information processed through trustedplumbers.co.za, the Trusted Plumbers enquiry platform and related telephone, WhatsApp, email and provider communications.
For purposes of this policy, “Trusted Plumbers”, “we”, “us” and “our” refer to the operator of the Trusted Plumbers website and enquiry platform. Where the operator determines the purpose and means of processing personal information, it acts as the responsible party for that processing.
Privacy contact: Requests for the responsible party or Information Officer may be sent to [email protected] or submitted through the contact details in section 18.
Personal Information We May Collect
Customer and plumbing enquiry information
- Name, mobile number, email address and preferred contact method.
- Suburb, property location, property type and access details.
- The plumbing category, fault description, urgency and enquiry status.
- Messages, call notes, booking-related information and customer feedback.
- Optional photographs, short videos, voice notes or documents sent through WhatsApp or email.
Independent provider information
- Business or trading name, contact person, telephone number, email and website information.
- Service categories, coverage areas, operating capacity and enquiry preferences.
- Business, insurance, qualification, registration, tax or compliance documents voluntarily supplied for participation discussions.
- Enquiry outcomes, provider communications and commercial or operational records.
Website and technical information
- IP address, browser, device, operating system, approximate location and referral information.
- Pages viewed, links used, dates, times and interaction information.
- Cookie identifiers and analytics or advertising information where those tools are enabled.
- Security, fraud-prevention, spam and CAPTCHA information.
How We Collect Personal Information
- Directly from a person who submits a form, calls, sends a WhatsApp message or emails us.
- From an independent plumbing provider responding to or updating an enquiry.
- Through website technology, cookies, server logs, security tools and analytics where enabled.
- From a person acting for a property owner, tenant, business, estate, body corporate or another authorised party.
- From publicly available business information or lawful referral sources when discussing provider participation.
Please do not provide another person’s personal information unless you are authorised to do so and the information is reasonably necessary for the enquiry.
Why We Use Personal Information
- To receive, review, categorise and respond to plumbing enquiries.
- To consider the requested suburb against available independent-provider coverage.
- To route relevant enquiries to one or more independent providers for direct follow-up.
- To communicate about the enquiry, request more information and record outcomes.
- To manage provider participation discussions, operational relationships and commercial arrangements.
- To operate, secure, troubleshoot, measure and improve the website and enquiry systems.
- To prevent spam, fraud, misuse, unlawful conduct and threats to systems or users.
- To comply with legal obligations, respond to lawful requests and establish or defend legal rights.
- To send marketing or service information where legally permitted and subject to applicable opt-out rights.
Grounds for Processing Personal Information
Depending on the circumstances, personal information may be processed because:
- The person has consented to the processing.
- The processing is necessary to take steps requested by the person or to perform an agreement.
- The processing is required to comply with a legal obligation.
- The processing protects a legitimate interest of the person concerned.
- The processing is necessary for the legitimate interests of Trusted Plumbers or a third party, provided those interests do not unjustifiably override the person’s privacy rights.
Where consent is relied upon, consent may generally be withdrawn for future processing, although withdrawal does not invalidate processing already performed lawfully.
When Personal Information May Be Shared
Personal information is not intended to be sold as an unrelated consumer-data product. The core platform function is the routing and management of plumbing enquiries.
Independent Plumbing Providers
Independent providers are separate businesses or tradespeople. Once a provider receives an enquiry and decides how to use information for quoting, attendance, contracting, invoicing, payment, workmanship, guarantees or customer records, that provider may act as a separate responsible party for that processing.
Customers should review the provider’s identity, privacy information and service terms directly. Questions about a provider’s quotation, work records, invoice, payment information or guarantee should be addressed to that provider.
Cross-Border Storage and Processing
Some technology, CRM, communications, hosting or support suppliers may store or process information outside South Africa. Where cross-border processing occurs, reasonable steps should be taken to use suppliers and arrangements that provide legally appropriate protection consistent with applicable requirements.
The exact location of processing may depend on the supplier, service configuration and customer communication channel used.
How Long Information Is Kept
Personal information is retained only for as long as reasonably necessary for the purpose for which it was collected, or as required for legal, tax, accounting, dispute, security, fraud-prevention and business-record purposes.
Retention periods may differ depending on whether the information relates to an unconverted enquiry, completed work, a provider relationship, consent, a complaint, legal proceedings or a statutory record. Information may be deleted, anonymised or securely restricted when it is no longer reasonably required.
Security Safeguards
Reasonable technical and organisational safeguards are used or required to protect personal information against loss, unauthorised access, misuse, alteration or disclosure. These may include access controls, passwords, account permissions, supplier controls, backups, security monitoring and secure disposal practices.
No website, messaging platform or electronic storage method is completely secure. Trusted Plumbers cannot promise absolute security, and users should avoid sending unnecessary sensitive information through ordinary messaging or email channels.
Marketing and Follow-Up Communications
Operational messages about an active plumbing enquiry, provider contact or requested service are different from promotional marketing. Marketing communications will only be sent where legally permitted and subject to applicable consent and objection requirements.
A person may opt out by using the unsubscribe instruction in the message, replying STOP where that option is offered, or contacting [email protected]. Opting out of marketing does not necessarily stop communications needed to complete or administer an active request.
Cookies and Similar Technologies
The website may use essential cookies and similar technology needed for security, forms, preferences and basic operation. Analytics, advertising or conversion technologies may also be used where enabled and legally permitted.
Cookie availability and controls depend on the website configuration and browser. More information is provided in the Cookie Policy. Disabling some cookies may affect website functionality.
Your Privacy Rights
Subject to POPIA and other applicable law, a person may have the right to:
Request Access
Ask whether personal information is held and request access to it, subject to lawful limitations.
Request Correction
Ask for inaccurate, incomplete, misleading or outdated information to be corrected or updated.
Request Deletion
Ask for deletion or destruction where the information is no longer authorised or required, subject to legal retention duties.
Object to Processing
Object to certain processing on reasonable grounds or object to direct marketing.
Withdraw Consent
Withdraw consent for future processing where consent is the basis relied upon.
Lodge a Complaint
Raise the matter with Trusted Plumbers and, where appropriate, the Information Regulator of South Africa.
To protect personal information, reasonable identity or authority verification may be required before a request is completed. Some requests may be limited or refused where the law permits or requires that result.
Personal Information of Children
The website is intended for persons who are able to request plumbing assistance or act with appropriate authority for the property or account concerned. Trusted Plumbers does not knowingly seek to collect personal information from children for unrelated purposes.
A parent, guardian or competent person who believes that a child has submitted personal information without appropriate authority may contact Trusted Plumbers to request review or deletion, subject to legal obligations.
Third-Party Services and Links
The website uses GoHighLevel or LeadConnector forms and CRM tools and may use or link to WhatsApp, email services, CAPTCHA, hosting, analytics, maps or social platforms. Those parties may process information under their own terms and privacy policies.
Trusted Plumbers is not responsible for the privacy practices of a third-party website or service that it does not control. Users should review the relevant third-party privacy information where appropriate.
Security Compromises
If there are reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, the incident will be assessed and handled in accordance with applicable legal duties. Notifications to affected persons and the Information Regulator will be made where required.
Changes to This Privacy Policy
This policy may be updated when the website, processing activities, suppliers, legal requirements or platform model change. The revised version will be posted on this page with an updated revision date.
Material changes may also be communicated through the website or appropriate contact channels where reasonably necessary.
Privacy Requests and Complaints
Contact Trusted Plumbers
Privacy, access, correction, deletion, objection and marketing opt-out requests may be sent through these contact routes:
Email: [email protected]
Telephone: 076 418 3721
Website: Contact Trusted Plumbers
Please mark the communication as a Privacy Request and provide enough information to locate the relevant record.
Information Regulator of South Africa
A person who believes their personal information has been processed contrary to POPIA may lodge a complaint with the Information Regulator.
Website: Information Regulator
POPIA complaints: [email protected]
Current procedures and contact information should be confirmed on the Regulator’s official website.
Customer plumbing enquiry
Need Plumbing Help?
The callback form collects the contact, suburb and plumbing-category information needed to respond to and route the request.
- Only submit information reasonably needed for the plumbing enquiry.
- Optional photos or video can be sent after submission.
- An independent provider may receive the enquiry for direct follow-up.
Privacy questions
Frequently Asked Questions
Clear answers about information collected, provider sharing, privacy rights, marketing and complaints.
What personal information does Trusted Plumbers collect?
Depending on the interaction, Trusted Plumbers may collect a name, mobile number, email address, suburb, plumbing problem, communication content, optional photos or videos, provider business information and technical website data.
Why is plumbing enquiry information shared with independent providers?
The purpose of the platform is to route relevant plumbing requests to independent service providers covering the customer's area so that a provider may contact the customer about availability and service arrangements.
Can I request access to or correction of my personal information?
Yes. Subject to applicable law, a person may request access, correction or deletion, object to certain processing, withdraw consent where consent is relied upon and ask how their information has been used.
How can I stop marketing messages?
Use the unsubscribe instruction in the message, reply STOP where that option is provided, or contact [email protected]. Operational communications about an active enquiry may still be required.
How can I complain about the handling of my personal information?
Contact Trusted Plumbers first at [email protected]. A complaint may also be lodged with the Information Regulator of South Africa through its official website or POPIA complaints channel.
Privacy request or plumbing enquiry?
Use the Correct Contact Route
Send privacy requests by email, or use Call, WhatsApp and the callback form for plumbing assistance.