Privacy Policy

1. Scope

This policy explains how HB Plastics Group PTY LTD, trading as Plastic Online ("we", "us", "our"), handles personal information. We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth). It applies to this website and to our dealings with you as a customer, supplier or enquirer.

2. What We Collect

• Your name, business name and ABN, email address, phone number and delivery or billing address.
• Details of your quotes, orders, drawings, CAD files, specifications and payment history.
• Records of your communications with us, including emails, SMS, chat transcripts and notes of phone calls.
• Technical information when you use this site, such as your IP address, device and browser type, pages viewed, referring page and cookie identifiers. We treat this as personal information where it can be linked to you.

We do not collect sensitive information (such as health or biometric information), and we ask that you do not send it to us. We do not knowingly collect information from children. Card payments are entered directly with our payment processor, so we never see or store your full card number.

3. How We Collect It

Usually directly from you: when you request a quote, place an order, use a calculator or a form on this site, use the chat, email us or call us. Some technical information is collected automatically by cookies and similar tools (section 8). Occasionally we collect information from a third party, such as a colleague who refers you or a freight carrier confirming a delivery. Where practicable we will tell you when we do.

4. Why We Use It

• To quote, manufacture, deliver and invoice your order, and to keep you updated on its progress.
• To answer your enquiries and provide support, including fault and warranty claims.
• To keep the records we are required by law to keep, including tax records.
• To prevent fraud and keep this website secure.
• To improve our products, pricing and this website.
• To send you marketing by email or SMS, as set out in section 7.

5. Who We Share With

We do not sell your personal information. We share it with the service providers we need to run the business, and only so far as they need it. Our sister businesses in HB Plastics Group may also handle your order where they manufacture or dispatch it.

We may also disclose information where required or authorised by law.

6. Overseas Disclosure

Several of the providers in section 5 store or process data outside Australia, mainly in the United States and the European Union. Cloudflare runs a global network, so data passing through this website may be processed in other countries too. We choose providers that protect personal information to a standard comparable with the Australian Privacy Principles, and we take reasonable steps to ensure they handle your information that way.

7. Marketing & Opting Out

We send marketing emails and SMS as set out in section 17 of our Terms & Conditions. Every marketing email carries an unsubscribe link, and every marketing SMS accepts a STOP reply. Either one takes effect without you needing to contact us, and we act on it within five business days. You can also email enquiries@plasticonline.com.au at any time to opt out. Opting out of marketing does not stop messages about an order you have placed, such as quotes, invoices and dispatch notices.

8. Cookies & Analytics

This site uses cookies and similar technologies to keep your session and cart working, to keep checkout secure, and to measure how the site is used. Our analytics tools (PostHog and Google Analytics) and advertising tags (Google and Meta) set their own cookies, and the advertising tags may build a profile of your browsing across other sites so we can show you our ads. You can block or delete cookies in your browser settings, and Google and Meta let you manage ad personalisation in your account settings. Some parts of the site may not work properly if you block all cookies.

9. Automated Decisions

Some decisions are made by computer programs using the information you give us:

• Our online calculators and checkout work out prices, fees, freight and free-shipping eligibility from the details you enter, such as dimensions, material and delivery postcode.
• Our payment processor screens payments automatically for fraud and may decline a payment.
• The chat on this site is an AI assistant. It answers questions and can prepare a quote from what you tell it.

If you think an automated outcome is wrong, contact us and a member of our team will review it.

10. Security & Retention

We take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, including encrypted connections to this website and access controls on our systems. No system is completely secure. If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as the law requires. We keep your information for as long as we need it for the purposes above and to meet our legal obligations, generally at least seven years for records connected to a transaction, and then destroy or de-identify it. You can ask us to delete information we no longer need to keep.

11. Access & Correction

You can ask us for a copy of the personal information we hold about you, and ask us to correct it if it is wrong. Email enquiries@plasticonline.com.au. We will respond within a reasonable time, normally 30 days. We may need to verify your identity first. If we refuse a request we will tell you why in writing.

12. Complaints

If you think we have mishandled your personal information, email enquiries@plasticonline.com.au with the details. We will acknowledge your complaint within five business days, investigate, and respond in writing, normally within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.