Privacy Policy

About this policy

This Privacy Policy describes how AQM Water Treatment ("AQM", "we", "us") collects, uses and protects personal information submitted through AQM Connect (the "Portal"). It is maintained by AQM as the operator of the Portal and applies to customers, site contacts and reporters who use it to log and track service requests.

We handle personal information in accordance with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).

Information we collect

• Identification & contact details: name, email address, phone number, organisation and site.
• Service request data: fault category, plant room, descriptions, photos and videos you upload, and messages exchanged on a case.
• Account & security data: authentication identifiers, role assignments and audit log entries (for example: who viewed or changed a case, and when).
• Technical data: basic device and browser information needed to deliver the Portal.

How we use it

• To receive, triage, action and resolve service requests.
• To communicate with you about your case, including status updates and follow-up questions.
• To administer accounts, roles and access to your organisation's data.
• To keep the Portal secure, prevent misuse and maintain an audit trail.
• To produce internal reports for AQM staff about open cases and service performance.

How we store and protect it

• Data is hosted with our cloud service provider and stored in databases protected by row-level access controls so users only see records relevant to their role, organisation or site.
• Access to the Portal requires authentication. Administrative actions are recorded in an internal audit log.
• Uploaded photos, videos and PDFs are stored in private storage buckets and accessed via short-lived signed URLs.
• Traffic between your browser and the Portal is encrypted in transit (HTTPS).

No online system can be guaranteed completely secure. We continue to review and improve our controls.

Sharing your information

We do not sell personal information. We share it only with:

• AQM staff and authorised technicians who need it to resolve your request.
• Authorised representatives of your organisation (for example a customer manager for your site).
• Service providers that help us operate the Portal (such as hosting, email delivery and our job-management system), under appropriate confidentiality obligations.
• Regulators or law enforcement where required by law.

Retention

We retain case records and supporting attachments for as long as needed to service the request and meet our business, legal and audit obligations. Older attachments associated with closed cases may be moved to archived storage. You can ask us to delete personal information that is no longer needed.

Your rights

You can ask to access or correct the personal information we hold about you, or to delete information that is no longer required. To make a request, or if you have a privacy concern, contact us using the details below. We will respond within a reasonable timeframe.

Contact

AQM Water Treatment
Email: service@aqm.au
Phone: 1300 278 263

See also our Terms of Use and Contact & Support page.