Privacy Policy
Last updated: 19 October 2026
Who we are and what this policy covers
Urbico Pty Ltd, trading as Urbico Plumbing & Gas (Urbico, we, us), handles personal information in connection with our plumbing and gas services, website, customer enquiries, and business applications. This policy covers our plumbers app and Urbico Admin, the app used by authorised office staff to manage customer communications and work.
Information we handle
- Customer, tenant, property owner, property manager and supplier names, email addresses, telephone numbers, service addresses and access instructions.
- Enquiries, quotes, work orders, job descriptions, appointments, assigned staff, tasks, inspection results, compliance records and related business documents.
- Emails, messages and attachments accessed through connected business accounts, including information extracted from work-order PDFs.
- Photographs, videos, forms, notes, signatures and other job information submitted through enabled features of the plumbers app.
- Staff account details, permissions, login and session records, and equipment checkout or other work activity recorded through enabled features.
- Invoice and accounting information displayed through authorised integrations, together with technical information such as IP addresses, device/browser information and error or request logs used to operate and protect our systems.
The information handled depends on the services you use, the features enabled and your access permissions. Please avoid submitting personal information that is unnecessary for the work.
How we collect and use information
We receive information directly from customers and staff, from property managers and other people arranging work, and through authorised connections to our business systems. We use it to respond to enquiries, prepare quotes, arrange access, schedule and perform work, communicate with relevant parties, maintain job and compliance records, manage staff workflows and equipment, administer accounts and invoices, and investigate operational or security problems.
Urbico Admin accesses connected business mailboxes and job systems on behalf of authorised users. Information entered or changed in the apps may be saved to Urbico’s systems and synchronised with connected services. Deleting an app from a device does not delete the business records held in those systems.
Connected services and recipients
Depending on which features are enabled, information may be handled by our hosting and IT providers and connected services, including Simpro for job and customer management, Microsoft 365 for business email and files, and Xero for accounting. Information needed to carry out work may also be shared with authorised staff, contractors, suppliers, customers, property managers or other relevant job contacts. We may disclose information when required or permitted by law.
Third-party services operate under their own terms and privacy policies. Access to an integration is limited by the permissions and configuration for the relevant account.
AI-assisted features
When an authorised user uses an enabled AI feature, such as Ask Urbi or email tidying, the submitted text and relevant context selected by the feature may be sent to OpenAI for processing. This can include personal information present in the submitted content. Staff should minimise identifying information and avoid unnecessary sensitive information. AI output is a draft for human review and may be inaccurate; it does not independently validate job details, compliance requirements or customer instructions.
Confirm before publishing: identify any additional AI providers, document the applicable provider retention settings, and ensure users receive an appropriate explanation and consent choice before information is shared where required.
Device permissions and biometric sign-in
Enabled features may request access to the camera, photos or files when you choose to capture or upload job information. You can manage available permissions in your device settings; disabling a permission may prevent the related feature from working.
Urbico Admin offers optional Face ID or Touch ID sign-in on supported Apple devices. Biometric verification is performed by Apple’s operating system; Urbico Admin does not receive your facial image, fingerprint or biometric template. Saved sign-in credentials are held using Apple’s Keychain. You can remove saved biometric sign-in through the app’s account settings.
Confirm before publishing: whether either app collects location information, uses background location, advertising, cross-service tracking or analytics SDKs. Add the relevant purposes and choices if applicable.
Storage, security and overseas processing
Information may be stored in Urbico’s hosted systems, connected service accounts and, where needed for an app feature, on authorised devices. We use account access controls and technical measures such as encrypted connections and protected credential storage to help safeguard information. No internet service or storage method can guarantee absolute security.
Some providers may process or store information outside Australia. Confirm before publishing: list the overseas countries likely to receive information, where practicable, based on the actual hosting locations and connected-provider arrangements. Do not assume all information stays in Australia.
Retention, deletion and withdrawal of permissions
We retain information for the business purposes described in this policy and to meet applicable accounting, employment, contractual, compliance, dispute-resolution and legal requirements.
Confirm before publishing: specify Urbico’s actual retention periods or criteria for job and compliance records, communications and attachments, staff accounts, technical logs, backups and AI submissions. Describe how expired records are deleted or de-identified and how backup expiry is handled.
You can contact us to request access, correction or deletion of personal information, or to withdraw consent where processing is based on consent. We may need to verify your identity and clarify the scope of a request. Some business records may need to be retained; we will explain any relevant limits. App access can be removed by an authorised administrator, and optional device permissions can be withdrawn in device settings. Removing access or disconnecting an integration does not automatically remove records already retained in connected systems.
Website cookies and external links
Our website may use cookies and similar technologies to support sessions and enabled website functions. External links and embedded services may handle information under their own policies.
Confirm before publishing: describe the actual website analytics, advertising, booking, chat and embedded services, their purposes and the cookie choices available. The previous generic WordPress wording should not be removed until any active comments, uploads or Gravatar features have been checked.
Questions, access requests and complaints
Contact Urbico Plumbing & Gas about this policy or a privacy request at admin@urbico.com.au. Confirm that this is the monitored privacy contact before publishing.
If you believe information has been mishandled, provide a description of the issue and your preferred contact details. We will investigate and respond. If the issue is unresolved, you may contact the Office of the Australian Information Commissioner at oaic.gov.au, where applicable.
Changes to this policy
We may update this policy as our services and information-handling practices change. The current published version and update date will appear on this page.
