Privacy Policy

Desalworks Pty Ltd (ABN 93 655 202 261) trading as Citor Desalinators and Desalworks (together “CITOR”, “we”, “us” and “our”) designs, manufactures, supplies and services reverse osmosis desalination systems from Perth, Western Australia. We respect your privacy and are committed to handling personal information openly and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains what personal information we collect, how we collect and use it, who we share it with, how we keep it secure, and how you can access or correct it or make a complaint. It applies to our website (including citor.com.au and any related CITOR domains), our enquiry and quote forms, and our dealings with customers, prospective customers, suppliers, contractors and job applicants.

1. What personal information we collect

The personal information we collect depends on how you interact with us. It may include:

• Identity and contact details — your name, organisation, job title, email address, phone number and postal or site address.
• Enquiry and project information — details you give us when requesting a quote or system design, such as your water source, feed-water analysis or salinity (TDS), required output capacity, power supply, site location and conditions, photos, drawings and any other information relevant to specifying a system.
• Transaction information — quotes, orders, invoices, delivery details, warranty and service records, and payment details. We do not store full payment card numbers; card payments are processed by our payment provider.
• Service and support records — commissioning reports, maintenance history, spare-parts orders, fault reports and correspondence about your system.
• Supplier and contractor information — contact, banking and compliance details needed to work with you.
• Recruitment information — if you apply for a role with us, your CV, qualifications, references and related details.
• Website usage information — technical data collected automatically when you visit our website, such as your IP address, browser and device type, pages viewed, referring website, and the date and time of your visit (see section 6, Cookies and analytics).
• Communications — records of emails, phone calls, form submissions and meetings with us.

We do not seek to collect sensitive information (such as health, racial or ethnic origin, or political or religious beliefs). If you choose to provide it, we will only handle it with your consent or where the law otherwise permits.

2. How we collect personal information

We collect personal information:

• Directly from you — when you complete a contact, quote-request or parts enquiry form on our website, email or call us, meet us in person, attend a site visit or commissioning, place an order, or apply for a job.
• Automatically — through cookies and similar technologies when you use our website.
• From third parties — for example from your employer or organisation, your representatives or consultants, our distributors, agents and service partners, and publicly available sources, where it is reasonable and necessary to do so.

Where practical, you may deal with us anonymously or using a pseudonym — for example, when browsing our website or making a general enquiry. However, we will usually need your contact details to respond to an enquiry, prepare a quote or supply a system.

3. Why we collect, hold and use personal information

We collect and use personal information for the purposes of operating our business, including to:

• respond to your enquiries and provide information about our systems, parts and services;
• assess your requirements and prepare quotes, system designs and proposals;
• supply, deliver, install and commission desalination systems and spare parts;
• provide maintenance, troubleshooting, technical support, training and warranty services;
• manage our relationship with you, including accounts, invoicing and payment;
• manage safety and access requirements when our staff attend your site;
• keep you informed about product updates, service reminders and consumables relevant to your system;
• send you marketing communications you have agreed to receive or would reasonably expect (see section 4);
• operate, secure, maintain and improve our website, products and services;
• recruit and manage staff and contractors;
• comply with our legal, regulatory and record-keeping obligations, including product safety, taxation and export requirements; and
• establish, exercise or defend legal claims.

We may also use personal information for other purposes that are related to those above and that you would reasonably expect, or otherwise with your consent or as required or permitted by law.

4. Direct marketing

We may send you information about our systems, spare parts, services and industry updates by email, phone or post where you have asked to receive it, where you are an existing customer and would reasonably expect it, or where the law otherwise permits. We do not sell or rent your personal information to third parties for their marketing.

You can opt out at any time by using the unsubscribe link in any marketing email, or by contacting us using the details in section 13. We will action your request promptly.

5. Who we disclose personal information to

We may disclose personal information to:

• Service providers who help us run our business — including website hosting and form processing, email and productivity software, customer-relationship and accounting systems, payment processors, freight and logistics providers, and IT support. These providers may only use your information to provide services to us.
• Engineers, contractors and service partners engaged by us to assist with design, installation, commissioning, servicing or repairs of your system.
• Distributors and agents who supply or support CITOR systems in your region.
• Professional advisers, such as lawyers, accountants and insurers.
• Government agencies, regulators, courts and law-enforcement bodies where required or authorised by law.
• A purchaser or prospective purchaser of our business or assets, in connection with a sale, merger or restructure.
• Any other person you have consented to us disclosing your information to.

We do not sell personal information.

6. Cookies and analytics

Our website uses cookies and similar technologies. Cookies are small text files stored on your device that help a website function and remember your preferences.

• Essential cookies are needed for the website to work — for example, to submit forms and protect against spam.
• Analytics cookies help us understand how visitors use our website so we can improve it. We may use tools such as Google Analytics, which collect information such as your IP address, device and browser type, pages viewed and time on site. This information is aggregated and does not identify you personally to us. Google’s handling of this information is described in Google’s Privacy Policy, and you can opt out using the Google Analytics opt-out browser add-on.

You can control or delete cookies through your browser settings. Disabling cookies may affect some features of our website, such as forms.

7. Overseas disclosure

Some of the service providers we use store or process information outside Australia — in particular, our website and form hosting provider (Webflow) and analytics and productivity providers may hold data in the United States and other countries where they or their infrastructure are located. If you are located outside Australia, we may also share your information with distributors, agents, freight providers or service partners in your country to supply or support your system.

Before disclosing personal information overseas we take reasonable steps to ensure the recipient handles it in a way that is consistent with the Australian Privacy Principles, including through contractual arrangements or by using providers that operate under recognised privacy and security standards.

8. How we keep personal information secure

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include using reputable hosting and software providers, encrypting information in transit (HTTPS), restricting access to personal information to staff and contractors who need it, using password and access controls, and keeping physical records securely.

No method of transmission over the internet or electronic storage is completely secure. If we experience a data breach that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

9. How long we keep personal information

We keep personal information for as long as it is needed for the purposes described in this policy, and to meet our legal and business obligations. For example, financial records are generally kept for at least seven years, and system, warranty and service records may be kept for the operating life of the equipment. When personal information is no longer required, we take reasonable steps to destroy it or de-identify it.

10. Accessing and correcting your personal information

You may request access to the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Please contact us using the details in section 13. We may need to verify your identity before responding.

We will respond to your request within a reasonable time — usually within 30 days. We do not charge for making a request, but we may charge a reasonable fee to cover the cost of providing access to large volumes of information. If we refuse a request, we will explain why in writing and how you can complain about that decision.

11. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us first using the details in section 13. We will acknowledge your complaint within seven days and aim to resolve it within 30 days.

If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

12. Other things you should know

• Third-party websites. Our website may link to websites operated by others (for example, component manufacturers). We are not responsible for their privacy practices, and we encourage you to read their privacy policies.
• Automated decision-making. We do not use personal information in computer programs to make decisions that could significantly affect your rights or interests without human involvement.
• Children. Our website and services are directed at businesses and adults. We do not knowingly collect personal information from anyone under 18.
• Changes to this policy. We may update this policy from time to time. The current version will always be published on our website with its effective date. Continued use of our website or services after an update means you accept the updated policy.

13. Contact us

If you have any questions about this policy or how we handle personal information, or wish to make an access, correction or complaint request, please contact:

Privacy Officer
CITOR Desalinators (Desalworks Pty Ltd ABN 93 655 202 261)
8 Rous Head Road, North Fremantle WA 6159, Australia
Email: info@citor.com.au
Phone: 0402 157 711