Privacy Policy

Privacy Policy

Our Privacy Policy applies to the personal information we collect, store, maintain and use about you as our customers, visitors to our website, our social media pages, or our mobile apps and other digital services. Our Privacy Policy applies to all the brands sold by us.

CONSENT

By using our products and services you agree to this Privacy Policy and consent to the collection and use of information by us in accordance with this Privacy Policy. Please note that we reserve our right to amend, remove or vary this policy from time to time without notice. You should check this page regularly to take notice of any changes we may have made to this policy.

WHEN DO WE COLLECT INFORMATION ABOUT YOU?

Collection of your personal information can occur through the following interactions:

- when you sign up to a loyalty program, membership account or newsletter subscription.

- when you make a purchase, submit an order, registration, requests or applications for our products or services (by phone, or electronically)

- when you use any of our services including when you access and use our website, mobile apps, or interact with us via social media or digital media.

- when you register with us by creating an online account

- when you communicate with us directly (including via telephone and social media channels such as Facebook and Instagram)

- when you interact with us during promotions, competitions, or special events.

- when you post a review or leave a rating on this site or complete our surveys.

any other time where you may supply personal information to us from time to time.

- third party service providers who provide services or functions on our behalf, such as IT service providers, delivery service providers and fulfilment managers, mailing houses, our insurers and brokers, and marketing agencies.
  - third party sources and platforms, such as public sources, social networking sites, information service providers and third-party analytics providers to whom you have provided your personal information.
  - - our Brands

COOKIES, ANALYTICS AND REMARKETING

We also make use of “cookies” within our Online Services such as on our websites and apps. A cookie is a small software message sent to your web browser by our web server. Your browser stores the message in a file and the message is then sent back to our servers each time your browser requests a page from our servers.

Cookies enable us to track and save information about your use of our Online Services. We use cookies to gain statistics on which areas of our sites attract traffic. We also use cookies to improve and customise your experience of our websites and mobile apps. For example, cookies allow us to recognise whether you are returning to our websites. We also use cookies to help us understand how our Online Services are being used so that we can improve their performance. For example, when you use our mobile app, we may also collect technical data to enable us to facilitate the provision of software updates and support. This may allow us to alert you to products or offers which we think you might be interested in viewing. We may collect this information in relation to your online account, as well as on an anonymous basis.

Most Internet browsers are set up to accept cookies. If you do not wish to receive cookies, you will need to adjust the settings of your browser to refuse all cookies or to notify you each time a cookie is sent to your computer. Please note that some of our Online Services will not function if your browser does not accept cookies. By using our Online Services, you consent to the use of cookies.

WHAT INFORMATION DO WE COLLECT?

We may collect the following information from you:

- your name and contact details, such as your physical address, email address and phone number.

- payment information.

- your purchase history.

- information required to verify your identity.

- information about your shopping preferences/selections.

- account preferences, activity details and interactions (including statistics on page views and clicks), transaction details (such as payment method and where you shopped)

- if you are a member of our loyalty program, your membership number and reward redemption history.

- information relating to your participation in, and interaction with our loyalty program.

- statistics about visits to our websites such as domain name and the time and date our website was accessed.

- gender and birth date; and

- any other information you may provide to us from time to time.

SENSITIVE INFORMATION

We will not collect sensitive information about you unless we have your consent, and the information is reasonably necessary for one of our functions or activities (unless we are otherwise required or authorised by law to collect that information). Examples of sensitive information include information about your health, race, and ethnic origin.

WHY DO WE COLLECT THIS INFORMATION?

We collect your personal information for purposes necessary to sell and promote our products and services to you. In addition, we collect your personal information so that we can carry out the following actions:

- to provide our products and services to you.

- to tailor how we provide and market our products and services to you, based on your purchase history, shopping preferences and personal information you have provided us so that we can provide you with relevant consumer information and notify you of products and special offers that may be of interest to you across Our Brands

- to carry out quality control and research (including via customer satisfaction surveys), analysis and tracking.

- to provide value-added services and marketing and remarketing across Our Brands.

- to communicate with you, including about products and services, competition results, special offers, and events which might interest you (including any associated loyalty rewards)

- to operate our loyalty programs.

- to answer your questions and provide you with information or advice.

- to interact with you via social media and digital marketing.

- to create orders, transaction records, agreements for the sale of products or services, accounts, tax invoices or receipts.

- provide your personal information to third parties that assist us in providing products and services you have requested, such as delivery service providers and fulfilment managers.

- to carry out administration, marketing, planning, procurement, product and service development, fraud and loss prevention activities.

- to consider and respond to complaints made by you.

- to comply with laws or regulations or to comply with any directions given by regulators or authorities.

We may also collect data about you on an aggregate and anonymous basis to help us improve the functionality of our website and tailor the way we communicate with you.

If we are unable to collect your personal information, some or all of the following may occur:

- we may be unable to provide products or services to you, to the requested standard or at all.

- we may be unable to communicate with you to provide information about products and services that you have purchased from us or may intend to purchase in the future.

- we may be unable to tailor the content of our marketing communications to suit your preferences.

- your experience when interacting with us may be delayed or not as efficient as you may expect.

DO WE SHARE PERSONAL INFORMATION WITH THIRD PARTIES?

We may disclose information we hold to any of the following:

- third party service providers or contractors who provide services or functions on our behalf such as internet service providers, IT systems administrators, mailing houses, couriers, payment processes and data entry service providers.

- our business advisors, including lawyers, accountants, or other professional service providers, to the extent reasonably required.

- if required by law, to any person authorised by such law. This may include the police service, ambulance service, or government departments or regulators within Australia or New Zealand in connection with law enforcement activities; and

- for any other purpose permitted by law.

We will not sell or trade your personal information to third parties for marketing purposes.

PROMOTIONAL COMMUNICATIONS

From time to time, we may use your personal information to provide you with information about our services. We may provide this information in a variety of ways such as via email, post, our mobile apps and SMS. We want to communicate with you only if you want to hear from us. If you prefer not to receive promotional information from us, please let us know by clicking on the “unsubscribe link”/”update your preferences” at the bottom of any of our communications, following the opt-out instructions on our SMS and MMS, or by clicking into your account to manage the level of communication which you want to receive from us across Our Brands. Once you have told us you no longer wish to receive information about our products and services, we will no longer contact you. We will keep your basic details on our ‘do not contact’ database so that we do not contact you again.

PERSONAL INFORMATION ACCESS

You may access your personal information related to your use of our products and services. Where this information is held in your online account, simply sign into your account and click on your name on the top navigational menu – this will take you to “My Profile”.

Normally we will provide a record of your personal information to you via your preferred contact method (phone, email, or mail), and we may charge a fee to cover the reasonable costs incurred by us in providing you with the information (the fee does not apply to the making of the request).

If your request is unlawful or may interfere with the privacy of others, we may reasonably refuse to provide access to your personal information.

CORRECTION OF YOUR PERSONAL INFORMATION

We will try to ensure that all information we collect, use or disclose about you in accordance with this Privacy Policy is accurate, complete and up to date. We expect that you will promptly notify us of any changes to your personal information.

If you discover that there is an error or information is missing, you can update your details online by signing in and visiting “My Profile” and editing the relevant details.

We may ask you to verify your identity to ensure that personal information we hold is not improperly accessed.

SECURITY

We understand the importance of your personal information and have appropriate procedures in place to safeguard and secure the information we collect to prevent unauthorised access or disclosure, maintain data accuracy and ensure the appropriate use of information. We also take measures in respect of destroying or de-identifying personal information that is no longer needed for any lawful purpose. Some of the steps we take to protect your information include:

- utilising security restrictions on access to our systems such as passwords, firewalls, and anti-virus software

- external and internal premises security.

We also have measures in place to detect and prevent online fraud or suspicious activity. In some instances, we may ask you to provide us with information so that we can verify your identity and payment details (for example, if you have never shopped online with us before or if your payment details need to be verified with our payment providers).

If information is requested from you in order to verify your identity and payment, there may be a delay with the despatch of your order. You will receive a follow up email once your order has been approved.

There is no obligation for you to provide this information, but if we are unable to verify your identity, we may not be able to finalise your online order.

This information will be used for verification purposes only. Once your details have been verified, the verification information you have provided will be deleted.

HOW WE HOLD YOUR PERSONAL INFORMATION

We may hold your personal information in electronic form. The information you provide to us will be retained in our computer systems and databases. This includes computer software programs, internet servers, and hosted internet solutions provided by third parties.

ERASURE OF YOUR PERSONAL INFORMATION

You have in certain circumstances the right to request that the personal information that we collect from you is erased. We may need to retain some of your personal information in certain circumstances (for example, we may retain some of your details in our “Do Not Contact” section of our marketing database to ensure that we do not contact you again). If we refuse any request you make in relation to this right, we will provide you with reasons for our refusal.

YOUR RIGHT TO OBJECT TO OR RESTRICT PROCESSING OF YOUR INFORMATION

You may request that further processing of your personal information is restricted in certain circumstances, including while we investigate your concerns with this information.

YOUR RIGHT TO OBJECT TO DATA PROCESSING AND RIGHT TO DATA PORTABILITY

You have in certain circumstances the right to request that the further processing of your information is restricted or to object to its processing and the right to data portability (to receive and have transferred the information you provided).

PRIVACY COMPLAINTS

If you wish to submit a complaint, please provide us with all relevant details such as the date and time of the incident or communication, the circumstances surrounding the event and your concerns about what was said or done. You will also receive an acknowledgment from us within 7 days confirming receipt of your complaint.

Once you have submitted your complaint, we will assess it to determine whether or not you have complained about a privacy issue which is covered by the relevant privacy laws. If you have complained about something which is not appropriately dealt with under privacy law, we will write to you and explain why we are unable to address your complaint.

If you have complained about something which the relevant privacy laws cover, we will thoroughly investigate all aspects of your complaint including ascertaining the relevant facts and what your expectations are for any resolution. During our investigation we may need to seek further information from you as to the nature of or factual circumstances surrounding your complaint.

We will endeavour to always respond to you promptly and to offer a practical solution which is consistent with our legal obligations.

If you are not satisfied with the result of your complaint to us, you can refer your complaint to the Office of the Australian Information Commissioner

Mail: Office of the Australian Information Commissioner GPO Box 5218, Sydney NSW 2001
Telephone: 1300 363 992
Email: enquiries@oaic.gov.au
Online: www.oaic.gov.au/privacy/making-a-privacy-complaint