Last updated: 23 September 2026
Licastro Projects Pty Ltd trading as BASELINE Water, ABN 66 701 733 842 (“BASELINE”, “we”, “us” or “our”), respects your privacy and is committed to handling personal information responsibly.
This Privacy Policy explains what information we collect, how we use it, when we may disclose it and how you can access, correct or raise concerns about your personal information.
Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Depending on how you interact with BASELINE, we may collect information including:
• your name
• email address
• telephone number
• billing and delivery addresses
• installation or property address
• order and purchase information
• products purchased
• warranty and serial number information
• communications with BASELINE
• support enquiries
• delivery information
• photographs or videos you provide
• plumbing or installation information
• water test results you voluntarily provide
• controller errors or technical information
• reviews, feedback and testimonials
• marketing preferences.
When you use our website, we may also collect technical information such as:
• IP address
• browser and device information
• approximate location derived from technical information
• pages viewed
• website interactions
• referring website or advertising source
• shopping cart activity
• conversion information
• cookie and similar technology identifiers.
We only seek to collect information reasonably relevant to operating our business, supplying products, supporting customers and improving our services.
We may collect personal information when you:
• purchase a product
• request a quotation
• contact us by phone, email, SMS, website form or social media
• create or submit an order
• subscribe to marketing
• make a warranty or support enquiry
• apply for a trade account
• submit an installation enquiry
• respond to a promotion
• provide a review or testimonial
• interact with our website or advertising.
We may also receive information from service providers, freight companies, payment providers, approved installers, advertising platforms or other parties involved in fulfilling your request or transaction.
Where practical, you may browse our website or make a general enquiry without providing more information than reasonably necessary.
Some services, including purchasing, delivery, warranty claims and trade accounts, cannot practically be provided anonymously.
We may collect, hold and use personal information to:
• process and fulfil orders
• take and verify payments
• arrange freight and delivery
• provide quotations
• communicate about an order
• provide product support
• manage warranty claims
• assess product or water suitability
• assist with troubleshooting
• maintain customer records
• manage trade accounts
• assess trade eligibility and credit applications
• prevent fraud or misuse
• administer promotions
• improve our products, website and customer experience
• measure advertising and website performance
• send marketing where permitted
• comply with legal, accounting, tax and regulatory obligations
• establish, exercise or defend legal rights.
We may also use information for other purposes where you have given consent or where permitted by law.
Online payments may be processed by third-party payment providers such as Stripe.
BASELINE does not generally receive or store your complete payment card details. Payment information required to process a transaction may instead be collected and handled directly by the payment provider.
If BASELINE introduces services such as Afterpay or another buy-now-pay-later provider, information necessary to use that payment method may be provided directly to or exchanged with that provider.
Those providers handle information in accordance with their own privacy practices and legal obligations.
If you apply for BASELINE trade status or credit terms, we may collect additional information including:
• business or company name
• ABN or ACN
• business contact information
• director or authorised representative information
• trade licence or qualification information
• trade references
• payment history
• requested credit limit
• other information reasonably required to assess the application.
Where credit terms are requested, BASELINE may contact trade references or use commercial credit information and credit assessment providers where permitted by law.
We may also collect information relating to overdue accounts, payment arrangements and debt recovery where required.
Trade information may be used to approve, decline, review, suspend or manage a BASELINE trade account.
We use or may use analytics, advertising and website performance technologies provided by services such as:
• Google Analytics
• Google Ads
• Meta
• Microsoft Clarity
• WordPress and Elementor
• other website, hosting and analytics providers.
These services may collect information about how you use our website, including pages viewed, interactions, device information, advertising interactions and conversion activity.
We use this information to understand website performance, improve the customer experience, measure advertising and understand how customers find BASELINE.
Our website may use cookies, pixels, tags and similar technologies.
These may be used for:
• essential website functionality
• remembering website preferences
• shopping cart functionality
• website analytics
• measuring advertising performance
• understanding website usage
• detecting technical problems
• marketing and remarketing where permitted.
You can control or disable cookies through your browser or device settings. Disabling certain cookies may affect how parts of the website function.
Where you have consented, or where otherwise permitted by law, BASELINE may contact you about:
• products
• promotions
• offers
• new products
• educational content
• maintenance information
• product reminders
• abandoned shopping carts
• relevant BASELINE news.
Marketing may be sent by email, SMS or other permitted communication channels.
Marketing communications will provide a way to unsubscribe or opt out where required.
You can also ask us at any time to stop sending direct marketing by contacting support@baselinewater.com.au.
Opting out of marketing does not prevent us from sending necessary transactional or service communications relating to an existing order, warranty claim or other customer request.
BASELINE uses third-party technology providers to manage customer enquiries and communications.
These may include services such as HighLevel, Twilio and email, SMS or customer relationship management providers.
Information such as your name, email address, phone number, enquiry history and communications may be processed through these services so that we can communicate with you and manage customer relationships.
Where necessary to fulfil your order, we may provide relevant information to freight, courier and logistics providers.
This may include:
• your name
• delivery address
• telephone number
• email address
• delivery instructions
• information reasonably required to complete the delivery.
We only provide information reasonably necessary for the relevant service.
Where you ask BASELINE to connect you with an installer or tradesperson, we may provide information reasonably necessary to assist with the enquiry.
This may include:
• your name
• phone number
• email address
• suburb or installation address
• product enquiry
• relevant installation information.
We will not ordinarily provide customer details to an independent installer for an unrelated purpose without appropriate permission.
Independent plumbers, electricians and other trade businesses operate separately from BASELINE and are responsible for their own privacy practices.
During a product enquiry, warranty claim or support matter, you may choose to send information such as:
• photographs of the installation
• photographs or videos of plumbing
• controller screens or error codes
• water test results
• property or installation information
• maintenance records.
We may use this information to investigate the issue, provide support, assess warranty coverage or determine product suitability.
BASELINE may ask customers for reviews, photographs, testimonials or other feedback.
We will obtain appropriate permission before using identifiable customer photographs, testimonials or installation content in BASELINE advertising or promotional materials.
Providing a review or sending us an installation photograph does not automatically give BASELINE unrestricted permission to use your identity or content in advertising.
Where reasonably necessary, personal information may be disclosed to:
• payment processors
• freight and courier companies
• website and hosting providers
• customer relationship management providers
• SMS and email providers
• analytics providers
• advertising platforms
• IT and cloud service providers
• accountants, lawyers and professional advisers
• commercial credit assessment providers
• debt recovery providers where reasonably necessary
• approved installers where you have requested a referral
• government agencies, regulators or law enforcement where legally required.
We do not sell personal information to third parties.
Third-party service providers may only receive information reasonably connected with the services they provide to us, subject to applicable law and their own privacy obligations.
Some technology and service providers used by BASELINE operate internationally.
As a result, personal information may be stored, processed or accessible outside Australia, including in the United States and other countries in which our technology providers or their infrastructure operate.
The exact location of cloud-based information can change as providers update their infrastructure, so it may not always be practicable to identify every country in which information may be processed.
Where applicable, BASELINE takes reasonable steps in relation to overseas handling of personal information consistent with its legal obligations.
BASELINE takes reasonable steps to protect personal information from:
• misuse
• interference
• loss
• unauthorised access
• unauthorised modification
• unauthorised disclosure.
Measures may include appropriate access controls, account security, reputable third-party service providers and reasonable technical and administrative safeguards.
Where we no longer reasonably require personal information, we may securely delete, destroy or de-identify it, subject to legal, accounting, tax, warranty, dispute-resolution and record-keeping requirements.
If BASELINE becomes aware of a data breach involving personal information, we will assess and respond to the incident and take reasonable steps to contain or reduce potential harm.
Where notification is required by applicable law, affected individuals and relevant authorities will be notified in accordance with those requirements.
BASELINE does not currently record customer telephone calls as a standard practice.
We may introduce call recording in the future for legitimate purposes such as training, quality assurance, dispute management or record keeping.
Where calls are recorded, BASELINE will provide notice and obtain any consent required by applicable law.
BASELINE products and purchasing services are intended for adults.
We do not knowingly seek to collect personal information directly from children for the purpose of purchasing BASELINE products.
Where information concerning a person under 18 is reasonably required, we may require involvement or consent from a parent or legal guardian as appropriate.
You may contact BASELINE to request access to personal information we hold about you.
We may need to verify your identity before providing access.
In some circumstances, access may be limited or refused where permitted or required by law. Where appropriate, we will explain the reason.
Requests can be made to:
If you believe information we hold about you is inaccurate, incomplete or out of date, contact:
We will take reasonable steps to review and correct information where appropriate.
If you have a concern or complaint about how BASELINE has handled your personal information, contact:
Please provide enough information for us to understand and investigate the concern.
We will review privacy complaints and respond within a reasonable period.
Where the Privacy Act applies and you are not satisfied with our response, you may have the right to raise the matter with the Office of the Australian Information Commissioner (OAIC).
Our website may contain links to external websites, payment services, social media platforms or other third-party services.
BASELINE is not responsible for the privacy practices of independent third parties.
We recommend reviewing the privacy information provided by the relevant service before providing personal information directly to them.
We may update this Privacy Policy where our business practices, technology, service providers or legal requirements change.
The current version will be published on the BASELINE website with its most recent update date.
Changes apply from the date the updated policy is published unless otherwise stated.
For privacy enquiries, access or correction requests, complaints or questions about this Privacy Policy:
Licastro Projects Pty Ltd trading as BASELINE Water
ABN 66 701 733 842
Email: support@baselinewater.com.au
