1.) Collection of your personal information
Information we collect from you
We collect information about you and your interactions with us (E.g. when you request or use our products and/or services, phone us, visit our website(s), fill in an online form or visit any of our social media sites). When you use our website we may collect information about your activity including IP address, location, telephone number and whether you’ve accessed third party sites. Some of this website information we collect using Cookies.
A “cookie” is a packet of information stored on your computer that allows our server to identify and interact more effectively with your computer. The personal information we collect from you may include your identity and contact details, as well as other personal details such as gender. You can switch off cookies by adjusting the settings on your web browser.
Information we collect from others
We collect information about you from others, such as service providers. We may collect information about you that is publicly available. For example, this information may come from public registers, social media, or made available by third parties.
2.) Sharing of your personal information
We may on occasions hire other companies to provide services on our behalf, including but not limited to:
· handling customer support enquiries
· processing transactions
· customer logistical and freight requirements
Companies carrying out a service on behalf of ADVANCIV will be permitted to only obtain the personal information that is required to deliver the service. ADVANCIV takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations to assist in protecting your personal information.
Sharing information overseas
From time to time we may send your information overseas to service providers or other third parties who operate or hold data outside Australia. On these occasions, we ensure that the appropriate data handling and security arrangements are in place. Please note, that Australian law may not apply to some of these entities.
We may also send information overseas to complete a particular transaction, such as an International Money Transfer, arranging logistics, or where this is required by laws and regulations of Australia or another country.
3.) Use of your personal information
The reason we collect information, is so that we may:
· Establish your identity and provide you with a high level of customer service
· Manage our relationship with you
· Conduct business and respond to enquiries
· Price and design our products and services
· Identify and tell you of other products and/or services that may be relevant to you
· Improve our business and customer experience
· Manage our risks
· Comply with any legal obligations
We may also collect, use and exchange your information in other ways where permitted by law.
Improving our experience
Improvements in technology enable many organisations to collect and use information to build a more integrated view of customers, which enables ADVANCIV to provide better products and services. Personal information may be compiled with other data available from a wide variety of outside sources (e.g. Australian Bureau of Statistics data), that can be analysed to gain useful insights which can be used for any of the purposes mentioned in this section. In addition, we may provide data insights or related reports to others, for example to help them understand our products and/or services better. These are based on aggregated information and do not contain any information that identifies you. An exception applies if you consent to ADVANCIV using your information (E.g. Testimonials).
4.) Keeping your Personal Information Secure
Hard-copy and electronic records of personal information are kept on premises and/or in our systems. To ensure this information is kept secure, we have put the following safeguards in place:
Staff Training and Auditing
Staff are trained and reminded of their obligations with regards to your personal information. In addition, we run regular system audits.
We have firewalls, intrusion detection systems and virus scanning tools to protect against unauthorised persons and viruses accessing our systems.
We have protection in our offices against unauthorised access by using a range of security measures including, but not limited to alarms and cameras.
Destroying data, is no longer required
Where it is practical, we only keep information for as long as it is required.
5.) Accessing Your Personal Information
You have the right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be asked to put your request in writing for security reasons.
Is there a fee?
There is no fee for making the initial request, but in some cases, there may be an access charge to cover the time spent locating, compiling and explaining the information you ask for. The fees will be outlined to you prior to ADVANCIV accessing the information for you.
How long does it take to gain my information?
We will try to make your information available within 30 days of your request, but note that we will need to confirm your identity before releasing the information.
Updating your basic information
It is important that ADVANCIV have the correct details on hand, which include such things as your address and telephone number. You can update your details by phoning us. Please see section 6 for contact details. From time to time, you may receive communication (e.g. phone call, email or letter) asking you to confirm your information. This ensures that our systems are up to date and reduces the risk of inaccurate information on our systems.
Updating your information
You can ask ADVANCIV to correct any inaccurate information that we hold or have provided to others by contacting us using the contact details in section 6. If the information that is corrected is information we have provided to others, you can ask us to notify them of the correction. We don’t charge a fee for these requests. If we are able to correct your information, we will inform you when the process is complete. If we disagree with you that information should be corrected, we will let you know our reasons.
6.) Privacy Complaints
If you have any queries and/or complaints regarding your privacy, you have the right to make a complaint, which will be handled by ADVANCIV.
How to make a complaint
In the first instance if you wish to make a complaint, please get in touch with your ADVANCIV representative. Details of your complaint will be recorded and we will endeavour to remedy it straight away. If the matter has already been raised through your ADVANCIV representative or a member of our customer service team and you are not satisfied, please contact us via one of the methods below:
Method Contact Details
Phone: +61 (02) 4961 6822 (Ask to speak with the Marketing Manager)
Fax: +61 (02) 4961 4343 (Attn: Marketing Manager)
Attn: Marketing Manager
9 Old Punt Road
Tomago, NSW, 2322
How complaints are handled
Generally, it will only take a few days to resolve a complaint. However, as a guide we aim to resolve complaints within a period of 30 days. In the instance where more time is required, we will contact you to explain why and discuss a timeframe to resolve the complaint.
If, in the event you are not satisfied with how your complaint was handled after going through the steps listed above, you can refer your complaint to an external party. It is suggested that you only do this once you’ve followed our internal complaint processes set out in this document.
The details below outline contact methods:
Phone: 1300 363 992
Mail: The Office of the Australian Information Commissioner GPO Box 5218, Sydney NSW 2000
Attn: Marketing Manager
9 Old Punt Road
Tomago, NSW, 2322