Privacy Policy

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The Privacy Act 1988 requires us to have a privacy policy.

Our Privacy Policy outlines what kinds of personal and sensitive information we collect, why we collect this information, and how we handle it.

Personal information is information or an opinion about an identified individual or an individual who is reasonably identifiable.

What information we collect

We may collect personal information about you when it’s reasonably necessary for, or directly related to, our functions or activities.

The kinds of personal information we may collect includes all of the following.

Information about you, such as your:

• name
• address
• contact      details.

Information about your interactions with us, such as:

• payments      or services we provide you
• feedback      and complaints
• any      other special service arrangements.

We may also collect information about how you use our online services and applications, such as:

• pages      you visit
• online      forms you fill in
• your      interactions
• your      chats with our virtual assistants

How we collect information

We collect your personal information through a variety of channels. 

When your personal information is collected from a third party, we take steps to inform you. This may occur through this Privacy Policy, application forms, notices or discussions with our staff.

Social networking services

We use social networking services such as Facebook, Twitter, Google+, YouTube, Instagram and Yammer to talk with the public and our staff. When you talk with us using these services we may collect your personal information to communicate with you and the public.

The social networking service will also handle your personal information for its own purposes. These services have their own privacy policies. You can access the privacy policies for these services on their websites.

Data exchanges

We exchange data with other agencies through technical pathways such as the digital gateway. We do this under relevant legislation to collect accurate and up-to-date information about customers. We can also assist other agencies to exchange data using the same pathways.

Why we collect information

We collect personal information about you where it is reasonably necessary for, or directly related to, one or more of our functions or activities.

To facilitate payments and delivery of services

We may collect your personal information when it is reasonably necessary for delivering services. For example, we may collect your personal information to:

• confirm      your identity
• communicate      with you, including by SMS or email
• provide      advice about available support
• ensure      services are delivered
• manage      complaints and feedback
• manage      and respond to requests for information

The reasons we collect your personal information will depend on the services you access or are seeking. 

To improve our services

We may use your personal information to conduct statistical analysis and research to improve service delivery. We'll contact you or a trusted research company will on our behalf. Our contracts with each research company contain legal binding provisions to protect your privacy.

We only give contracted research companies personal information when necessary. Your information stays confidential and is:

• not      used for any purpose except for the specific research activity
• not      given to anyone else
• destroyed      or returned to us when the research is over.

To provide you with a more personalised experience

We may use information about your online experience to help us improve our services.

We may need to share your personal information if we’re authorised or required by law to do so.

How we store personal information

We take reasonable steps to protect your personal information against misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include:

• storing      paper records securely as per Australian government security guidelines
• only      accessing personal information on a need-to-know basis and by authorised      personnel
• monitoring      system access which can only be accessed by authenticated credentials
• regularly      updating and auditing our storage and data security systems.

When no longer required, we destroy or archive personal information in a secure manner.

How to access and correct information about you

You have the right to both ask:

• for      access to personal information that we hold about you
• that      we correct personal information we hold about you.

If you ask, we must give you access to your personal information, and take reasonable steps to correct it if we consider it is incorrect, unless there is a law that allows or requires us not to.

We will notify you in writing, and explain our reasons if we refuse to give you access to, or correct, your personal information.

How to make a complaint about privacy

We will always respond to your feedback.

We will use the information from your feedback to investigate and resolve individual issues. We will also use the information to provide feedback to staff or our business areas. Your information will be stored and used to assist us to improve the delivery of our services.

If we do not resolve your complaint to your satisfaction, you can contact OAIC. The OAIC is independent to us.