Residential Connections values Privacy and is truly committed to maintaining it securely. We are an Australian business and you have come through to this page from a website which is wholly owned and operated by Residential Connections.
In this policy, “Residential Connections”, "us", "we" or "our" means Residential Connections Pty Ltd (ABN 63 612 925 434).
This policy sets out:
- what is considered personal information;
- what personal information we collect and hold;
- how we collect, hold, use or disclose personal information;
- the purposes for which we collect personal information;
- what happens if we are not able to collect personal information;
- how to seek access to and correct your personal information;
- whether we disclose personal information outside Australia; and
- how to contact us.
We are bound by the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) (“Privacy Act”) (subject to any exemptions that apply to us under the Privacy Act).
We may, from time to time, review and update this policy, including taking account of new or amended laws, new technology and/or changes to our operations. All personal information held by us will be governed by the most recently updated policy. Your privacy matters to us, so whether you are new to Residential Connections or are a long-time user, please take the time to get to know our practices.
WHAT IS PERSONAL INFORMATION
When used in this policy, the term “personal information” has the meaning given to it in the Privacy Act. In general terms, it is any information that can be used to personally identify you. This may include (but is not limited to) your name, age, gender, postcode and contact details (including phone numbers and email addresses) and possibly financial information, including your credit card, direct debit or PayPal account information. If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.
WHAT PERSONAL INFORMATION DO WE COLLECT AND HOLD
The type of personal information we collect will vary depending on the circumstances of collection and the kind of service that you request from us, but will typically include:
- full name;
- mailing or street address;
- previous mailing or previous street addresses;
- email address;
- telephone number;
- age or birth date;
- profession, occupation or job title;
- payment information and records;
- details and information, you have provided in relation to conducting a comparison or productions and services with us;
- details of the products and services you have purchased from us or one of our partners or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries;
- any additional information relating to you that you provide to us directly through our websites or indirectly through use of our website or online presence through our representatives or otherwise; and
- information you provide to us through our service centre, customer surveys or visits by our representatives from time to time.
We may also collect anonymous data (which is not personal information) relating to your activity on our websites (including IP addresses) via cookies, or we may collect information from you in response to a survey. We generally use this information to report statistics, analyse trends, administer our services, diagnose problems and target and improve the quality of our products and services. To the extent this information does not constitute personal information because it does not identify you or anyone else, the Australian Privacy Principles do not apply, and we may use this information for any purpose and by any means whatsoever.
HOW WE COLLECT PERSONAL INFORMATION
We collect your personal information directly from you unless it is unreasonable or impractical to do so.
We do this in ways including:
- through your use of our connection and comparison services on our website;
- through your access and use of our website, apps or sending SMS/MMS to us;
- during conversations between you and our representatives (e.g. through our call centre); and
- when you complete an application or purchase order.
We may also collect personal information from third parties including:
- other individuals who have provided us with your information;
- third party companies such as credit reporting agencies, law enforcement agencies and other government entities;
- data suppliers (e.g. White Pages and Yellow Pages);
- mailing lists;
- recruitment agencies; and
- our contractors and business partners.
HOW WE HOLD PERSONAL INFORMATION
We will take all reasonable steps to protect the personal information that we hold about you from misuse, loss, or unauthorised access, including by means of firewalls, password access, secure servers and encryption of credit card transactions.
If you suspect any misuse or loss of, or unauthorised access to, your personal information, please let us know as soon as possible by contacting us on our contact details set out below.
WHY DO WE COLLECT, HOLD, USE AND DISCLOSE PERSONAL INFORMATION
The primary purpose for which we collect information about you is to enable us to perform our business activities and functions and to provide best possible quality of customer experience. We collect, hold, use and disclose your personal information for the following purposes:
- to provide products and services to you; and to provide you with news, information or advice about our existing and new products and services;
- to communicate with you, including but not limited to, by email, mail, SMS or telephone;
- to manage and enhance our products and services;
- to allow third party organisations to contact you to arrange connection of services and the creation of service delivery accounts;
- to personalise and customise your experience;
- to provide you with access to protected areas of our websites;
- to conduct promotions on behalf of Residential Connections and selected third parties;
- to verify your identity;
- to provide as part of business data to third parties if you have authorised us to do so;
- to conduct business processing functions for operation of our websites or our business;
- for our administrative, marketing (including direct marketing), promotional, planning, product/service development, quality control and research purposes, or those of our contractors or external service providers;
- to provide your updated personal information to us, our contractors or external service providers;
- to investigate any complaints about or made by you, or if we have reason to suspect that you are in breach of any of our terms and conditions or that you are or have been otherwise engaged in any unlawful activity; and/or
- as required or permitted by any law (including the Privacy Act).
Your personal information will not be shared, sold, rented or disclosed other than as described in this policy.
CAN YOU DEAL WITH US ANONYMOUSLY?
We will provide you with the opportunity of remaining anonymous or using a pseudonym in your dealings with us where it is lawful and practicable to do so (for example, when making a general enquiry). Generally, it is not practicable for Residential Connections to deal with individuals anonymously or pseudonymously on an ongoing basis.
WHAT HAPPENS IF WE CAN’T COLLECT YOUR PERSONAL INFORMATION
If you do not provide us with the personal information described in this policy, some or all of the following may happen:
- we may not be able to provide you with the products or services you requested, either to the same standard, or at all;
- we may not be able to provide you with information about products and services that you may want, including information about discounts sales or special promotions; or
- we may be unable to tailor the content of our websites to your preferences and your experience of our websites may not be as enjoyable or useful.
HOW DO WE DISCLOSE YOUR PERSONAL INFORMATION
We may disclose your personal information to:
- our employees, related bodies corporate, partnerships, joint venture entities, contractors or external service providers for the operation of our websites or our business, fulfilling requests by you, and otherwise provide products and services to you, including without limitation, web hosting providers, IT systems administrators, mailing houses, newsagents, couriers, payment processors, photographic analysers, data entry service providers, electronic network administrators, debt collectors, and professional advisers such as accountants, solicitors, business advisors and consultants;
- our existing or potential agents and/or business partners;
- our sponsors, or promoters of any competition that we conduct or promote via our services;
- specific third parties authorised by you to receive information held by us;
- the police, any relevant authority or enforcement body, or your Internet Service Provider or network administrator, for example, if we have reason to suspect that you have committed a breach of any of our terms and conditions, or have otherwise been engaged in any unlawful activity, and we reasonably believe that disclosure is necessary,
in each case as required or permitted by applicable law (including the Privacy Act).
We may use and disclose your personal information for other purposes explained at the time of collection (such as in a specific privacy collection statement or notice) or otherwise as set out in this policy.
THIRD PARTY LINKS AND WEBSITES:
DIRECT MARKETING MATERIALS
We may use or disclose your personal information for the purpose of sending you direct marketing communications and information about products and services that we consider may be of interest to you, or as otherwise permitted under the Privacy Act. These communications may be sent in various forms, including mail, SMS or email, in accordance with applicable marketing laws, such as the Spam Act 2003 (Cth). If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so.
In addition, at any time, you may opt-out of receiving marketing communications from us by contacting us using the details below or by using the opt-out facilities provided (e.g. an unsubscribe link). We will then ensure that your name is removed from our mailing list. We do not provide your personal information to other organisations for the purposes of direct marketing unless expressly authorised by you.
Even if you do opt out of receiving marketing communications from you, you agree that we may still send you information relevant to the supply of any services arranged by us.
If you receive communications from us that you believe have been sent to you other than in accordance with this policy, or in breach of any law, please contact us using the details provided below.
We may conduct surveys from time to time to measure consumer satisfaction and alignment. Survey may also be conducted to improve our system, processes and benefits. This information sourced through you will be used for our internal analysis or for generalization purpose. You can always opt out or choose not to participate in these surveys.
ACCESSING AND CORRECTING YOUR PERSONAL INFORMATION
You may request access to any personal information we hold about you at any time by contacting us (details below). Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you. We will not charge for simply making a request and will not charge for making any corrections to your personal information. If you make an access request, we will ask you to verify your identity. There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others, or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
If you believe that personal information, we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment, then we will add a note to the personal information stating that you disagree with it.
We request that you keep your information as current as possible so that we may continue to improve our service to you.
HOW YOU CAN COMPLAIN ABOUT A BREACH OF PRIVACY
If you believe your privacy has been breached by us or have any questions or concerns about our policy please, contact us using the contact information below and provide details of the incident so that we can consider and/or investigate it.
We have a formal procedure for investigating and dealing with privacy breaches. Once our Privacy Officer receives a complaint, whether it is in writing or verbal means, our Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week. If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and commence an investigation with the relevant business unit from which the alleged breach stemmed. The investigator will endeavour to determine the nature of the breach and how it occurred. We may contact you during the process to seek any further clarification if necessary. If a breach is found, our Privacy Officer will escalate the matter to management so that the process can be rectified to prevent any further breaches from taking place. We will also contact you to inform you of the outcome of the investigation. We will endeavour to resolve all investigations within a reasonable time.
We will treat your requests or complaints confidentially. Our representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved in a timely and appropriate manner. In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation takes longer, we will let you know.
Please contact our Privacy Officer at:
Residential Connections Pty Ltd
Phone: 1300 685 001
Fax: (03) 8677 9097
Email: firstname.lastname@example.org Website: www.compareandconnect.com.au
Address: Level 3, 342 Flinders Street, Melbourne VIC 3000.
If you are not satisfied with our response to your complaint, or you consider that we may have breached the Australian Privacy Principles or the Privacy Act, you may make a complaint to the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992 or by using the details on the website at www.oaic.gov.au.
DISCLOSURE OF PERSONAL INFORMATION OUTSIDE AUSTRALIA
We may disclose personal information to our related bodies corporate, partnerships, joint venture entities and external service providers located overseas for some of the purposes listed above. Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipients of your personal information do not breach the Australian Privacy Principles in relation to your personal information.
We may disclose your personal information to entities located outside of Australia, including the following:
- our related bodies corporate, partnerships and joint venture entities located in New Zealand;
- our data hosting and Cloud-based IT service providers;
We may change this policy from time to time. Any updated versions of this policy will be posted on our website. This policy was last updated in October 2020.