Welcome to The Good Guys^® Web site. The Good Guys Web site at www.thegoodguys.com.au (the "Site") is a shopping website where you can browse, select and order products from The Good Guys and any of its retail stores. By using the Site YOU AGREE TO BE BOUND BY ITS LEGAL NOTICES (explained below), CONDITIONS OF USE, PRIVACY POLICY and all disclaimers and terms and conditions that appear elsewhere on the Site. The policies of The Good Guys retail stores may differ substantially from those applicable to your use of the Site.

We reserve the right to make changes to its Legal Notices and Conditions of Use at any time. Each time you Use this Site you should visit and review the then current Legal Notices and Conditions of Use that apply to your use of this Site and any transactions made while on the Site. If you are dissatisfied with, its content or Legal Notices and Conditions of Use, you agree that your sole and exclusive remedy is to discontinue using the Site.

Tampering with the Site, misrepresenting your identity, using buying agents or conducting fraudulent activities on the Site are prohibited.

The Muir Electrical Company Proprietary Limited ACN 004 453 945 and its associated entities (“We”, “Us”, “Our”) is the owner and operator of The Good Guys Web site.

Your access to and use of the Site, including your order of Products through the Site, is governed by these terms and conditions and form a binding contractual agreement between you, the user of the Site and The Muir Electrical Company Pty Ltd and its associated entities.

The mailing address for The Good Guys is: Post Office Box 154, Niddrie Vic 3042.

By using the Site you acknowledge and agree that you have had sufficient chance to read and understand the Terms and you agree to be bound by them. If you do not agree to the Terms, please do not use the Site.

If a provision of these Terms are invalid or unenforceable it is to be read down or severed to the extent necessary without affecting the validity or enforceability of the remaining provisions

By using the Site you agree to be bound by its conditions of use, legal notices, privacy policy and all disclaimers that appear elsewhere on the Site.

The policies of The Good Guys retail stores may differ substantially from those applicable to your use of the Site.

You agree to comply with all relevant laws, state or federal, relating to your use of the Site and your placement of any order through the Site.

You agree not to use any data listed on the site for commercial purposes e.g. through price or information scraping.

Tampering with the Site, misrepresenting the identity of a user, using buying agents or conducting fraudulent activities on the Site are prohibited.

When you visit TGG website the following information will be recorded by our Internet Service Provider (ISP) for statistical purposes:

• your server address
• your top level domain name (eg, .com, .gov, .au, etc)
• the date and time of your visit to the site
• the pages accessed and documents downloaded
• the previous site visited, and
• the type of browser used.

No attempt will be made to identify you or your browsing activities from these records except in the unlikely event of an investigation by the ISP, or where a law enforcement agency exercises a warrant to inspect the Internet Service Provider's logs.

Your email address

We will only record your email address if you send us a message seeking further information from us, lodge an online complaint, ask to subscribe to a mailing list or register to receive our range of marketing material or access specific sections of our website. Your email address will only be used for the purpose for which you have provided it unless you agree otherwise and, unless legally required to do so, we will not disclose it without your consent. By providing your email address when purchasing online you consent to The Good Guys providing you with information about other products or services that may be of interest to you via email, MMS, SMS, social media and telephone for an indefinite period of time.

• the resupply of the relevant advice, service, recommendation or information; or
• the payment to you of the cost of having the relevant advice, service, recommendation or information supplied again.

You authorise The Publisher to collect, store, disclose and share information about you with all or any one or more of the following:

• Any company trading as The Good Guys Discount Warehouses ( "the stores"); and
• any consultant providing services to The Publisher or to the stores ("Consultants"); for the purpose of:
  • providing marketing information to you about products and services offered by the stores; and
  • monitoring the quality and standard of service provided to you or other consumers by the stores or by the Consultants.

The Publisher may at any time revise these terms and conditions by updating this website. By using this website you agree to be bound by all revisions and you should therefore periodically visit this page to determine the then current terms which govern your relationship with The Publisher.

This agreement is governed by and construed in accordance with the laws of Victoria. You irrevocably and unconditionally submit to the non-exclusive jurisdiction of the courts of Victoria. If any provision of this agreement is found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of this agreement, which will continue in full force and effect.

Our site contains cookies. A cookie is a small text file that is sent back to your computer's hard drive from a host website. They record your preferences in relation to your use of a site and provide us with other information about your enquiry that allows us to recognize you in the future. The cookies on our sites do not read the information on your hard drive. They do not make your computer perform any actions or make your computer send information to any other computer via the Internet.

As part of our commitment to maintaining your privacy TGG does not condone or encourage spam.

Spam is 'unsolicited commercial electronic messaging'. People who purchase or subscribe to goods or services over the Internet or by email may attract an unsolicited electronic message or advertisement.

In accordance with the Spam Act 2003, we will only send commercial electronic messages with the addressee's expressed or inferred consent to receive it. All requests to unsubscribe will be dealt with promptly.

This website is owned by, and content is published by The Muir Electrical Company Pty Ltd ACN 004 453 945 ("The Publisher"). You must not access, browse or use this website unless you agree to be bound by the terms and conditions set out below. If you do not agree to these terms and conditions, you must not use this website. For an explanation of the practices and policies of The Publisher relating to the collection, use, and storage of information of users of this website, users should refer to the Privacy Policy and Disclosure Statement of The Publisher set out below.

The information contained on this website is intended for general information only and should not be considered to be complete or definitive. The Publisher does not make any offer to sell goods or services at, by or through this website. Information on this website may contain technical inaccuracies or typographical errors. The Publisher accepts no responsibility regarding the accuracy of information that is provided by The Publisher on this website and use of such information is at your own risk. The Publisher reserves the right to make changes at any time, without notice, to any element of the website. All content and functionality on this website is provided "as is" and without warranties of any kind by The Publisher, express or implied. This website contains links to sites maintained by other organisations, and The Publisher does not take any responsibility for the content or functionality of those sites. You should take appropriate action to ensure that your access to, and use of this website and other sites is protected against, and free from viruses, worms, trojan horses and other harmful and destructive material.

All information or material sent to The Publisher will be deemed not to be confidential. You grant The Publisher an unrestricted irrevocable licence to use, reproduce, display, perform, modify, transmit and distribute that information or material, for any purpose.

The Publisher will not be liable to any party for any direct, indirect, special or other consequential damages arising out of any use of this website, or any other hyperlinked website, and including, but without limitation, loss of profits, interruption of business, loss of data on your information handling system or otherwise, even if The Publisher has been expressly advised of the possibility of such damages. The Publisher provides no representations or warranties, express or implied, including any implied warranties of fitness for a particular purpose, merchantability or otherwise in relation to any information provided by The Publisher on this website.

If The Publisher breaches any term, condition or warranty which is implied by law and cannot lawfully be excluded, the liability of The Publisher for a breach of the applicable term, condition or warranty is limited to, at the election of The Publisher:

• the resupply of the relevant advice, service, recommendation or information; or
• he payment to you of the cost of having the relevant advice, service, recommendation or information supplied again

You authorise The Publisher to collect, store, disclose and share information about you with all or any one or more of the following:

• Any company trading as The Good Guys Discount Warehouses ( "the stores"); and
• any consultant providing services to The Publisher or to the stores ("Consultants"); for the purpose of:
  • providing marketing information to you about products and services offered by the stores; and
  • monitoring the quality and standard of service provided to you or other consumers by the stores or by the Consultants.

The Publisher may at any time revise these terms and conditions by updating this website. By using this website you agree to be bound by all revisions and you should therefore periodically visit this page to determine the then current terms which govern your relationship with The Publisher.

This agreement is governed by and construed in accordance with the laws of Victoria. You irrevocably and unconditionally submit to the non-exclusive jurisdiction of the courts of Victoria. If any provision of this agreement is found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of this agreement, which will continue in full force and effect.

Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and We reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged.

The Site attempts to display product images shown on the site as accurately as possible. However, We cannot guarantee that the colour you see matches the product colour, as the display of the colour depends, in part, upon the monitor you are using.

You may only download Content displayed on Our Site for non-commercial, personal use provided you also retain all copyright, trademark and other proprietary notices contained in the material, do not modify or alter the material and do not copy or post the material on any network computer or broadcast the material in any media. It is strictly prohibited to modify, transmit, distribute, reuse, repost, "frame" or use the content of Our Site including the text, images, audio and/or video for public or commercial purposes without written permission from Us. It is strictly prohibited to download the images of the products for sale within this site.

All content included on or comprising Our Site including information, data, software, photographs, graphs, videos, typefaces, graphics, music, sounds and other material (collectively "Content") is protected by copyright, trademark, patent or other proprietary rights, and these rights are valid and protected in all forms, media and technologies existing now or developed in the future. All Content is copyrighted as a collective work under Australian and international copyright laws which We own, to the fullest extent allowed by such laws, the copyright in the selection, coordination, arrangement, and enhancement of all Content.

Except as expressly authorized or licensed, you may not copy, modify, remove, delete, augment, add to, publish, transmit, participate in the transfer or sale, lease or rental of, create derivative works from or in any way exploit any of the Content, in whole or in part.

One or more trademarks are pending that apply to this site.

Our logos and other trademarks on the site are the property of their respective owners and are owned by, licensed to, or, where required, used with Our permission and may not be reproduced, copied, or manipulated in any manner without the express, written Our approval.

We appreciate any product reviews, information or material submitted to the Website (“content submissions”). All content submissions sent to Us will be deemed not to be confidential.

You must not use this Website to:

1. Make content submissions that breach any laws, infringe a third party’s rights or are contrary to any relevant standards or codes, including, but not limited to breaches of the Copyright Act 1968 (Cth);
2. Interfere with other users or prevents any other person from using or enjoying the Site;
3. Defame, harass, threaten or offend any person
4. Make fraudulent or speculative enquiries, purchases or requests;
5. Post or transmit any obscene, indecent, inflammatory or pornographic material or any other material that may give rise to civil or criminal proceedings

Content contributions made to this Site are not a guarantee of publication or application. We reserve the right to:

1. Reject, ignore or refuse any content contribution; and
2. Investigate and verify the validity of content contributions made to the Site, including the identity, age, employer, and place of residence made of any person making a content contribution to this Site.

By using this Site, you agree that any information (except for purchase information), materials, suggestions, ideas or comments you send to Us or any other third party using this Site is non-confidential. By submitting any solicited or unsolicited information using Our Site, you grant Us an irrevocable and unrestricted license to use, modify, reproduce, transmit, display and distribute such materials, information, suggestions, ideas or comments for any purpose whatsoever to the extent permitted by law.

If you believe that your copyrighted material may have been infringed, please provide Our Legal Department with the following information in writing:

• A physical or electronic signature of a person authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.
• Identification of the copyrighted work claimed to have been infringed, or if multiple copyrighted works at a single online site are covered by a single notification, a representative list of such works at that site.
• Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled and information reasonably sufficient to permit the service provider to locate the material.
• Information reasonably sufficient to permit the service provider to contact the complaining party, such as an address, telephone number and if available, an e-mail address at which the complaining party may be contacted.
• A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law.
• A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

The Good Guys' Legal Department to receive notifications of claimed infringement can be reached by:

Mail:

General Counsel
The Good Guys Discount Warehouses.
P O Box 154
Niddrie
Vic 3042

Fax:
(03)-9330 6590

This Site is created, operated and controlled by Us in the State of Victoria. The laws of the State of Victoria will govern the Legal Notices and Conditions of Use without giving effect to any principles or conflicts of laws.

This Site contains links to other sites operated by third-parties, including but not limited to third-party sites that display Our trademarks ("Third-Party Site(s)"). These links are available for your convenience and are intended only to enable access to these Third-Party Sites and for no other purpose.

We do not warrant or make any representation about the substance, quality, functionality, accuracy, fitness for a particular purpose, merchantability or any other representation about any Third-Party Site or its content. A link to a Third-Party Site on this Site does not constitute sponsorship, endorsement, approval or responsibility for any Third-Party Site. We make no representation or warranty as to any products or services offered on any Third-Party Site.

The conditions of use and privacy policy of any Third-Party Site may differ substantially from the Conditions of Use and Legal Notices that apply to your use of this Site. Please review the conditions of use for all Third-Party Sites for more information about the terms and conditions that apply to your use of Third-Party Sites.

If you use this Site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account and password.

This Site may only be used for lawful purposes. Activities including, but not limited to, tampering with the site, misrepresenting the identity of a user, using buying agents or conducting fraudulent activities on the site are prohibited.

Users are prohibited from violating or attempting to violate the security of this Site, including, without limitation,

1. accessing data not intended for such user or logging onto a server or an account which the user is not authorized to access;
2. using the Site for unintended purposes or trying to change the behaviour of the Site;
3. attempting to probe, scan or test the vulnerability of a system or network or breach security or authentication measures without proper authorization;
4. attempting to interfere with service to any user, host or network, including without limitation via means of submitting a virus to the Site, overloading, "flooding," "spamming," "mailbombing" or "crashing;";
5. forging any TCP/IP packet header or any part of the header information in any e-mail or newsgroup posting. Violations of system or network security may result in civil or criminal liability; or
6. forging communications on behalf of the Site (impersonating this Site) or to the Site (impersonating as a legitimate user). Sending unsolicited and unauthorized e-mail on behalf of Us, including promotions and/or advertising of products or services, is expressly prohibited. Violations of system or network security may result in civil or criminal liability.

You agree not to use any device, software or routine or data to interfere or attempt to interfere with the proper working of the Site or any activity being conducted on this Site.

You agree, further, not to use or attempt to use any engine, software, tool, agent, data or other device or mechanism (including without limitation browsers, spiders, robots, avatars or intelligent agents) to navigate or search the Site other than the search engine and search agents provided by Us or generally publicly available browsers.

“Restricted Goods” means products which are only intended to be viewed, played, listened to or otherwise utilised by a person of at least a certain age.

Sale of Restricted Goods is subject to various Commonwealth, State and Territory laws. By placing an order for any Restricted Goods you warrant to The Muir Electrical Company Pty Ltd that you are:

1. 18 years of age or older, where you order products that are classified R18+;
2. 15 years of age or older, where you order products that are classified MA15+.

When placing an order for Restricted Goods you warrant that you are not obtaining the Restricted Goods on behalf of a person that is not eligible to purchase the Restricted Goods themselves.

We may request Commonwealth, State, or Territory issued identification from you to verify your eligibility to order Restricted Goods.

By using the Site, you expressly agree that use of the Site is at your sole risk.

To the full extent permitted by law, We exclude all liability in respect of loss of data, interruption of business or any consequential or incidental damages.

To the full extent permitted by law, We exclude all representations, warranties or terms (whether express or implied) other than those expressly set out in these Terms.

These Terms are to be read subject to any legislation which prohibits or restricts the exclusion, restriction or modification of any implied warranties, conditions or obligations. If such legislation applies, to the extent possible, We limit Our liability in respect of any claim to, at Our option:

1. in the case of goods:
   1. the replacement of the goods or the supply of equivalent goods;
   2. the repair of the goods;
   3. the payment of the cost of replacing the goods or of acquiring equivalent goods; or
   4. the payment of having the goods repaired; and
2. in case of services:
   1. the supply of the services again; or
   2. the payment of the cost of having the services supplied again.

We and Our affiliates, subsidiaries or designees nor each of their respective officers, directors, employees, agents, third-party content providers, designers, contractors, distributors, merchants, sponsors, licensors or the like (collectively, "Associates") warrant that use of the Site will be uninterrupted or error-free.

We do not warrant the accuracy, integrity or completeness of the content provided on the Site or the products or services offered for sale on the Site.

No oral advice or written information given by Us shall create a warranty.

We are not liable for any direct, indirect, incidental, special or consequential damages that result from your use of or inability to use the Site, including but not limited to reliance by you on any information obtained from the Site that results in mistakes, omissions, interruptions, deletion or corruption of files, viruses, delays in operation or transmission, or any failure of performance.

The foregoing Limitation of Liability shall apply in any action, whether in contract, tort or any other claim, even if We have been advised of or should have knowledge of the possibility of such damages.

You hereby acknowledge that this paragraph shall apply to all content, merchandise and services available through the Site.

Should We suffer any damage as a result of a transaction entered into by a minor, compensation can be sought from parents or legal guardians of the minor.

We will provide refunds pursuant to the Competition and Consumer Act 2010 (the “Act”) namely, if the goods you purchased:

1. Are not of merchantable quality;
2. Are not fit for its purpose;
3. Do not match the sample.

You should return your goods within a reasonable time if A-C above occurs and provide Us with:

• Proof of purchase by producing the original Tax Invoice or other form of proof such as proof of payment. Your Tax Invoice will be provided on despatch from a Store.
• The Goods listed on the Tax Invoice with all original packaging and manuals enclosed (including any Bonus Offers)
• Suitable ID to identify you as the original purchaser; and
• Details of the fault or issue with the product and that the fault or issue was not caused by you.
• All refunds for an online web sale are made via The Good Guys Support Centre once a Payment Request Form has been submitted by the relevant store. Credit Card or PayPal funds will then be refunded back to the customer’s account by Support Centre. This process may take up to 7 business days to occur.
• All refunds for purchases made in store can be made by the relevant staff of The Good Guys store where the original purchase was made. Credit Card and EFTPOS payments will then be refunded back to the customer’s account. This process can be actioned in store immediately. We reserve the right to charge an administration fee to cover our reasonable costs in respect of your order if you cancel your order.
• In both instances the customer must present themselves to the relevant store in person with all necessary documentation (tax invoice, web order ID, suitable ID and the product /s in question).

Where a customer has used a Gift Card online, the store must process a refund equalling the gift card redemption amount via gift card, additional credit card or PayPal payments are to be refunded as above.

Subject to the Act non-returnable Items include, but are not limited to:

• Gift cards
• Pre-paid cards such as music, photo, video, or phone cards
• Digital content
• Consumable items (such as batteries)
• Items that are severely damaged or abused
• Where the unique product serial number has been obscured, defaced, removed or does not match records of stock carried at The Good Guys
• Items that are missing accessories, such as remote controls, cords, and cables
• Etched or otherwise personalised items
• Opened computer software, movies, music and video games

If a Product is damaged on delivery, then you should refuse to take receipt of that Product and notify Us immediately.

If you notice damage to a Product after delivery, you should notify Us immediately and We will arrange for return of the product in accordance with these terms and conditions.

You will be liable for any costs incurred relating to delivery or installation, where the Products have been delivered to you, unless the product is found to be faulty or damaged.

You must also return any Bonus Offers included with your original purchase in an “as new” order with all original packaging and manuals enclosed to receive a full refund.

If the Bonus Offer is a Non-Returnable Item, the value of the Bonus Offer will be subtracted from the purchase price of the item being returned and you will be refunded the difference.

Our website Prices and offers are subject to change without notice. The in-store pricing of some individual stores may differ in order to meet local competition.

Prices displayed on this website are in Australian Dollars ($AUD)and where applicable are inclusive of GST. Products labelled with an ‘Online Only’ Price label are available for purchase from the website only and are not available for purchase or pick-up in-store.

Whilst on-line prices or offers are exclusive to this website they may be matched at individual stores but solely at the discretion of the relevant store proprietor or authorised Manager and subject to the availability of stock.

You may order Products by selecting and submitting your order through the Site in accordance with these terms and conditions.

Any order placed through this Site for a Product is an offer by you to purchase the particular Product for the price notified at the time you place the order.

We may ask you to provide additional details or require you to confirm your details to enable Us to process any orders placed through the Site.

You agree to provide Us with current, complete and accurate details when asked to do so by the Site.

You may pay for your order using the following payment methods: Visa; MasterCard; American Express; PayPal; The Good Guys Gift Card; or The Good Guys Store Credit.

You may use a combination of payment types to pay for your order, but you are limited to using 1 credit card and/or 2 The Good Guys issued tender type (Mag-striped Gift Card, Bar-coded Gift Card, or Store Credit). There is a maximum of 2 Gift Cards per transaction for online purchases.

Payment processing services offered via the Site are outsourced to third party providers. If We do not receive or are unable to successfully process payment in full for your order for any reason, We will cancel your order.

If you choose to pay by American Express, Visa or MasterCard credit card or debit card, you authorise Us to debit the amount that is payable for an accepted order from your nominated card.

You will be required to provide Us with the following details on your American Express, Visa or MasterCard; card type, name on card, card number, 3-digitor or 4-digit card verification value (CVV2) and the card expiry date.

You must not pay, or attempt to pay, for Products through any fraudulent or unlawful means.

You can leave a 20% deposit using card credit only, on new click and collect orders.

Pay Deposit is available for all products in your shopping cart when the cart is equal or greater than $50.

You must select pick up as your fulfilment for the “Pay Deposit” option to be displayed.

After you place an order using Our shopping cart, We will check the information you give Us for validity, by verifying your method of payment or shipping address.

We reserve the right to reject any order you place with Us for any reason whatsoever. If We reject your order, We will attempt to notify you using the e-mail address you have given Us with the order.

Your credit or debit card will normally not be charged if We reject an order, but We will process a refund if the charge has been made against your card.

Stock levels displayed to you are accurate at the last known update, however, stock availability is subject to change. If there are any changes in available inventory at the Store in the time between you view a product, add an item to your Shopping Cart and commit to a purchase, and We are unable to fulfil your order, We will notify you as soon as possible.

We reserve the right to reject any order you place with Us, and/or or to limit quantities on any order, without giving any reason.

These restrictions may include orders placed by the same The Good Guys Web site account, the same credit card, and orders that use the same billing address.

In the event We reject an order, make a change to an order or limit an order We will attempt to notify you by contacting the e-mail and/or billing address provided at the time the order was made.

We reserve the right to limit or prohibit sales to dealers or any commercial enterprise.

If We are unable to supply all items listed on your order, this Agreement will apply to the supply of all or part of the Order.

We may Backorder Goods on your behalf if for any reason We are unable to supply any or all items listed on your order. Where a Backorder has been placed on your behalf, We will contact with you by phone following delivery at the Store.

All Backorders are subject to stock availability with Our supplier.

We reserve the right to cancel an order if you are unable to prove that you are the customer (or agent/ representative) listed on the order, or if you are ineligible to purchase goods sold on the website due to age restrictions, and We reserve the right to not provide stock if proof of; purchase, identity or age cannot be produced. To comply with our legal obligations you acknowledge that We may be required to retain a copy of any identification provided.

You may cancel an order (whether it is accepted by Us or not) by; contacting the store where the order was placed, presenting in store proof of purchase and identity. On cancelling the order, We will refund your payment in accordance with our Refund Policy.

If We cannot stop the shipment of the order at the time of cancellation, then you will be required to refuse delivery or return the products in order to receive a refund in accordance with Our Refund Policy and; We reserve the right to charge an administration fee to cover Our reasonable costs in respect of your order cancelled order.

You will be be notified by email once your Order is ready to pick up in store. Purchases can only be picked up during business hours.

Orders are not available to pick-up at any other Store unless advised to you by the Store where you made your on-line purchase.

To protect both you and Us from fraud, before any purchases are despatched to you, you will need to be able to prove your identity as the customer at the time of pick-up by presenting:

• The order confirmation emailed to you at the time of purchase; and
• A current Australian Driver’s License, Australian Passport or International Passport are the ONLY forms of valid ID accepted for pick-up, and
• Any acceptable tender types used in the transaction (e.g. the Credit Card or PayPal Transaction ID) used to Order

Purchases online will only be released to the purchasing customer as listed on the order confirmation.

In Our sole and absolute discretion we reserve the right not to provide goods to a person picking up an on-line purchase and refund the sale transaction in the manner in which it was purchased or by cheque.

We will make every reasonable effort to contact you if you do not pick up your goods from the selected Store within 60 minutes of placing your order or another specified time.

We reserve the right to allocate goods that are not collected with 28 days to another customer order and reorder the goods for you.

If the Products listed on the original order are no longer available then a substitute product of similar specification and equal (or lower) cost may be supplied.

If you fail to collect your order within 28 days of making your purchase, a longer term can be negotiated at Our discretion, you will incur a daily storage fee (“storage fee”) which will increase everyday you do not collect your purchase. The store fee must be paid by you to Us when you collect your purchase after 28 days from the date of purchase or thereafter or your purchase may not be released to you by Us.

Delivery is available on all products listed for sale and purchased online on The Good Guys website.

All website orders placed with The Good Guys are fulfilled by physical stores located in Australia. A team member from the store fulfilling your order will be in touch with you once your order has been placed to discuss delivery and specific requirements for your delivery such as access, stairs and body corporate restrictions.

Next Day Delivery and Saturday Delivery

Next day and Saturday delivery is available on large products listed for sale and purchased online on The Good Guys website at no additional charge.

Next day and Saturday delivery is only available on large kitchen appliances, laundry appliances, air conditioners, fridges, freezers and televisions.

The postcode search bar on the delivery page, product page and cart page will confirm if next day and Saturday delivery can be provided in your area.

Website orders placed with The Good Guys for next day and Saturday delivery must be placed by 1pm on a weekday. Website orders are fulfilled by physical stores located in Australia, so a team member from the store fulfilling your order will be in touch with you to discuss delivery once your order has been placed.

If there are any issues with stock availability, the store fulfilling your order will contact you and advise of any delays. Delivery delays may occur around Christmas, Easter and public holidays.

Please note that installation is not included as part of the delivery price. Please click here to refer to The Good Guys installation web page for more information.

Door to Door Delivery

Door to Door delivery is our standard delivery service. Taking your purchased product from one of our stores to your nominated delivery address. Door to Door delivery is available to all mainland Australia and Tasmania and there is no exclusion based on delivery location.

The postcode search bar on the delivery page, product page or in the cart will confirm the cost of Door to Door delivery in your area based on the product, your postcode and the delivery zone that it falls in.

Door to Door delivery for televisions, large kitchen appliances, laundry appliances and air conditioners may need extended delivery times to some remote areas or island communities and may have to be collected from the closest barge or freight company. In these cases, the customer will be responsible for arranging final delivery including any additional cost for delivery from the depot to their nominated address. If your address is affected by additional local charges, the store fulfilling your order will be in touch with you prior to delivery to confirm.

Door to Door delivery is not available for deliveries to PO Boxes or International addresses. Please contact your local store for more information.

Allow 2-5 business days for delivery to metro areas and 2-7 business days for delivery to some regional areas from the date your order is confirmed.

Delivery to parts of Northern Territory, Western Australia, Tasmania and remote/isolated areas may take a significant time and are subject to local transport schedules. The store fulfilling your order will discuss this with you.

Should there be any issues with stock availability, the store fulfilling your order will contact you and advise of any delays. Delivery delays may occur around Christmas, Easter and public holidays.

Orders placed on large appliances by 1pm on a weekday will be delivered the next day. Large appliances include fridges, freezers, washing machines, dryers, dishwashers, ovens, cooktops, rangehoods, split system air conditioners, and televisions.

Premium Delivery

Premium delivery is our upgraded delivery service. We will deliver your purchased product, unbox and remove packaging for you as well as take away the old product.

Premium delivery is available on large kitchen appliances, laundry appliances, air conditioners, desktop computers and selected small household appliances.

Premium delivery is not available on televisions, entertainment units, portable appliances, technology products and accessories.

The postcode search bar on the delivery page, product page or in the cart will confirm if premium delivery can be provided in your area. The cost of premium delivery is based on your postcode and the delivery zone that it falls in. Standard charges apply for single storey dwelling. Additional charges may apply for dwellings with stairs.

If you have purchased a Premium Delivery and would like your old product taken away, it must be fully disconnected or uninstalled and be readily available for easy removal upon delivery of your new product. If your old product is not readily available for easy removal we reserve the right to refuse take away of the old product.

For example:

An air-conditioner will need to be disconnected and removed from the wall. A dishwasher or washing machine must be disconnected from the plumbing and removed from under cupboards. A wall mounted product must be disconnected and uninstalled prior to the delivery driver taking away the old product.

Premium delivery is not available for deliveries to PO Boxes or International addresses. Please contact your local store for more information.

Allow 2-5 business days for delivery to metro areas and 2-7 business days for delivery to some regional areas from the date your order is confirmed.

Delivery to parts of Northern Territory, Western Australia, Tasmania and remote/isolated areas may take a significant time and are subject to local transport schedules. The store fulfilling your order will discuss this with you.

Additional Charges:

Additional charges may apply for dwellings with stairs and where modification to products are required to fit the appliance in its final location

Should there be any issues with stock availability, the store fulfilling your order will contact you and advise of any delays. Delivery delays may occur around Christmas, Easter and public holidays.

Please note that Installation are not included as part of the delivery price. Please click here to refer to our Installation web page for more information.

General Information

If multiple delivery dates are requested for an order we may need to charge a delivery fee each time. If for any reason we cannot deliver the full order at the same time there will be no charges made for additional deliveries. If there is change to the delivery date we require a minimum of 24 hours notice prior to delivery. If you are not at home at the nominated time for a requested delivery then we reserve the right to charge to redeliver the order.

When delivery is added to the shopping cart, the customer agrees to comply with certain delivery requirements specified below:

If the person named on the order confirmation is not at the delivery address to receive the order we will endeavor to contact the named customer to obtain their consent and acknowledgement that any person at the delivery address who receives the products is authorised by the customer to receive the order. Alternatively, the customer may ask us to arrange for delivery at a different time, and we may charge an additional delivery fee for that replacement delivery.

We require the person accepting the delivery of the customer’s order to print their name and sign the delivery manifest with the time and date of the delivery. We may also ask the person accepting the delivery for photo identification in order to verify his or her identity.

Delivery will be made to the address specified by the customer and goods will not be delivered to a PO Box or to any location other than the address on the order confirmation.

Deliveries will be made to the customer by one of our contracted delivery drivers or courier companies. During regular store hours the store will call the customer within 60 minutes of the time of the order to confirm a delivery window with you.

If a Product is damaged during delivery, then the customer should refuse to take receipt of that Product and notify us immediately. If the customer notices damage to a Product after delivery, the customer should notify us immediately and we will arrange for return of the product in accordance with these terms and conditions. The customer will be liable for any costs incurred relating to delivery or installation unless the product is found to be faulty or damaged. If returning goods, the customer must also return any Bonus Offers included with the original purchase in an “as new” order with all original packaging and manuals enclosed.

We reserve the right in our sole and absolute discretion not to deliver the goods purchased for any reason whatsoever. Except for any liability that cannot be excluded by law we exclude all liability (including negligence) for any personal injury; or any loss or damage (including loss of opportunity); whether direct, indirect, special or consequential, arising in any way out of the delivery of the goods purchased, including, but not limited to, where arising out of the following; (a) any technical difficulties or equipment malfunction whether or not under our control; (b) any third party interference; (c) any late or lost deliveries; (d) any damage to the purchase or the purchase being misdirected (whether or not the purchase was delivered) due to any reason beyond the reasonable control of us.

You represent and warrant to Us that:

1. you have the legal capacity to enter these Terms; and
2. you will not add any content whatsoever to this Site except information that is requested of you.

Gift cards, unlike credit or debit cards, are debited at the time an order is placed. These cards will automatically be redeemed to purchase totals, up to the total purchase amount. In the event the total purchase amount exceeds the value of the card, you will be required to use another card or a credit or debit card to pay the difference. Any amount charged to a credit or debit card will be treated as set forth above. There is a maximum of 2 Gift Cards per transaction for online purchases.

The Good Guys Discount Warehouses (Australia) Pty Ltd, Home Services Network Pty Ltd, and their subsidiaries (“The Good Guys”) recognise that your personal information is important to you and that you are concerned with its collection, use and disclosure. The Good Guys, like other companies operating in Australia, is bound by the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) which set clear standards regarding these activities.

This policy contains information about:

• when you can deal with The Good Guys anonymously;
• the purposes for which The Good Guys collects, holds, uses and discloses personal information;
• the types of personal information that The Good Guys collects;
• how The Good Guys collects and holds personal information;
• how you may access the personal information that The Good Guys holds about you, and how you may seek correction of that personal information; and
• how you may complain about a breach of the Australian Privacy Principles by The Good Guys and how The Good Guys will deal with such a complaint.

Appendix A to this policy contains further information which The Good Guys is required to disclose under the Privacy Act 1988 (Cth) to individuals who apply in-store for credit from a third party credit provider.

Generally, you have the choice to deal with The Good Guys anonymously (i.e. without identifying yourself). In certain circumstances however, The Good Guys will ask you to provide personal information because it is required by law or The Good Guys’ policies to do so, or because it would be impracticable to deal with you anonymously. These circumstances include where you order goods online (including when you pick up such goods from one of our stores), where you purchase The Good Guys services, where you join a loyalty or reward program, where you apply to purchase goods on finance, where you return goods for repair, where you purchase goods to be delivered or installed, where you enter one of our competitions, where you want to claim a bonus product offered with your purchase , where you participate in customer research or store feedback, when you submit a request, enquiry, complaint, consumer guarantee or warranty claim, when you pre-order goods or where you agree to The Good Guys collecting information for future purposes such as receipt retention. The Good Guys will also ask you to provide personal information so that it may promote and market its products and services to you; however, you can choose not to do this.

The Good Guys collects, holds, uses and discloses personal information for a number of purposes connected with our business operations, which include:

• providing you with products and/or services;
• dealing with requests, enquiries, complaints, allegations, consumer guarantee or warranty claims, and other customer care or brand protection related activities;
• marketing our products and services and providing advice on our products;
• developing and improving our products and services;
• in connection with our loyalty or reward programmes and our competitions;
• the operation and administration of accounts or subscriptions that you have with us;
• payment processing;
• carrying out certain checks (for example, for our fraud or theft prevention processes, or if you wish to open an account with us, obtain credit from us or collect goods from us);
• interacting with companies or organisations with whom The Good Guys has a business relationship (who you work for, or otherwise represent);
• reconciling payments due to The Good Guys from suppliers in relation to goods or services provided to you by those suppliers;
• interacting with suppliers in relation to products supplied by those suppliers, such as product recalls and updates;
• purposes relating to any third party acquisition or potential acquisition of an interest in The Good Guys or of its assets;
• complying with our obligations under agreements with third parties (for example our arrangements with consumer finance providers); and
• carrying out any activity in connection with a legal, governmental or regulatory requirement that we have to comply with, or in connection with legal proceedings, crime or fraud prevention, detection or prosecution.

We may also use and disclose your personal information for other purposes, related to those described above, which would be reasonably expected by you.

Documents (including hard copy documents and electronic documents such as emails) which coincidentally contain personal information will also be retained in accordance with The Good Guys normal document retention practices for accounting, legal and business purposes.

Generally, you have no obligation to provide any personal information requested by us. However, if you choose not to do so where we require this information, we may not be able to provide you with the goods and services that you want or deal with a request, inquiry or complaint that you have.

The kinds of personal information we collect or which we may hold about you may include:

• your name;
• your address;
• your date of birth;
• your telephone number(s);
• your e-mail address;
• payment information;
• transaction information;
• your user name and password;
• details about your earnings (if you are buying products using a finance plan);
• information contained on identification documents (such as driving licences) and, in some specific cases, copies of such identification documents, where we require these to verify your identity;
• information on how you use our products and services;
• your Internet Protocol (“IP”) address, server address, domain name and information on your browsing activity when visiting one of our websites;
• your user name for social networking sites that you use, to refer to, or in conjunction with, our goods and services;
• personal preferences regarding products and services; and
• CCTV images of you whilst you are in one of our stores.

We collect personal information in a number of ways including:

• when you order goods or services from us (either online, in-store or over the telephone);
• when you collect goods that you have ordered from us;
• when you set up an account with us;
• when you pay for goods on a trading account by cheque;
• when you subscribe to our catalogues or mailing lists;
• when you join any of our loyalty or reward programs;
• when you enter competitions or promotions that we run;
• when you provide us your details for customer care purposes;
• when you browse one of our websites (further information is set out later in this Privacy Policy);
• when you submit an enquiry using one of our websites;
• when you complete surveys or provide online feedback or product reviews;
• when you publicly comment about us on social media sites (for example so that we can answer questions about our products); and
• through the closed circuit video cameras located in our stores, when you visit one of our stores.

Generally, The Good Guys will collect your personal information directly from you. However, The Good Guys also holds information, collected incidentally, concerning individuals who work for companies or organisations that have a business relationship with The Good Guys. Additionally, if you apply for a job with The Good Guys, we may collect personal information about you from any third parties that you nominate as your referees in your application.

The Good Guys holds personal information in a number of ways, including:

• as part of customer records and other electronic documents in which personal information is contained which are stored on our information technology systems and servers operated by third parties who provide services to us in connection with our business; and
• by securely storing hard copy documents in which personal information is contained, at our various premises and/or using third party document management and archiving services.

We may use your personal information that we have collected to promote and market products and services to you, including through methods such as email, post, MMS, SMS, social media and via telephone. We will not use your personal information for marketing purposes where you have opted out of receiving such communications.

When we send you marketing communications we may provide you a particular way to opt-out such as via SMS. Otherwise, you may opt-out of receiving marketing communications by sending a written request to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email to privacy@thegoodguys.com.au or by pre-paid post to PO Box 154, Niddrie VIC 3042.

Please note that when you create an online account with us or make a purchase online at thegoodguys.com.au your details will be added to our marketing database to receive information relating to The Good Guys and our products. You may also choose to receive such information by subscribing to our marketing database via one of our websites or by agreeing to receive such information when you make a purchase in-store. To opt-out of receiving The Good Guys marketing materials from our marketing database, you will need to unsubscribe from our database. To do this, simply select the “unsubscribe” option in one of the emails that you receive from us. Please note that if you have an account with The Good Guys or have purchased Concierge Gold Services Extras, we may still need to send you essential information about your account or rewards/benefits.

The Good Guys may disclose or receive personal information or documents about you, including to/from:

• organisations that provide services to us in connection with our business, including customer support, payment processing, administration, archival, data storage, hosting, research, mail and delivery, installation, distribution, logistics, marketing, auditing, share registry, consulting, financial, legal and public relations advisory, banking, debt collection, security or technical services and the operation of The Good Guys websites. In some cases these service providers may collect your personal information on our behalf;
• if you return goods to The Good Guys to be repaired, our repairs system administrator, the manufacturer of the goods and authorised repairers;
• law enforcement agencies to assist in the prevention, investigation and prosecution of criminal activities;
• parties involved in any third party acquisition or potential acquisition of an interest in The Good Guys or its assets;
• our insurers and insurance brokers;
• if goods you purchase from The Good Guys are subject to a product recall, the manufacturer or distributor of those goods; and
• other third parties where you have specifically consented to the disclosure of information to these third parties.

Additionally, if you return goods to us for repair and those goods contain personal information (for example, on a mobile phone or computer) you consent to The Good Guys disclosing any personal information contained on the goods to the repairer, by way of The Good Guys sending the goods to the repairer.

The Good Guys is likely to disclose the personal information that it collects and holds about you to third parties who are not in Australia (such as third parties who are located in the United States of America, Singapore, the United Kingdom, Holland, India and New Zealand). Some of the jurisdictions in which these third parties are located may have less protective privacy and data protections laws than Australia.

The Good Guys may collect information about you on behalf of third parties. For example, information collected for finance providers if you wish to purchase goods on finance.

In these cases the documentation that you sign will set out (expressly or by reference to third party privacy policies) how the personal information that you provide will be used by these third parties, and the privacy policies of the third parties will apply. The Good Guys may also receive personal information about you from these third parties where necessary in connection with the provision of goods or services by The Good Guys.

If you apply for a job with us, you will be required to provide us with certain personal information, including your name, employment and educational background, in relation to your job application.

We will hold, use and disclose that information solely for the purpose of considering your application. In particular, in considering your application, it may be necessary for us to disclose some of that information to third parties to verify the accuracy of that information. We will disclose only such information as is necessary in the circumstances.

In considering your application, we may also collect personal information about you from any third parties that you nominate as your referees in your application.

We will take reasonable steps to ensure that the personal information that we hold is stored in a secure environment protected from misuse, interference and loss and from any unauthorised access, modification or disclosure.

Upon your request, The Good Guys will provide you with access to your personal information that we hold (except in certain circumstances set out in the Privacy Act 1988 (Cth)). The Good Guys reserves the right to charge you an administration fee of $25 for providing access to your personal information and will, of course, require proof of your identify before providing information to you.

You may also ask us to correct the personal information that The Good Guys holds about you. If you do so and we are satisfied that, having regard to a purpose for which the information is held, the information is inaccurate, out-of-date, incomplete, irrelevant or misleading, The Good Guys will take such steps as are reasonable in the circumstances to correct your personal information to ensure that, having regarding to the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading.

To request access to the personal information that The Good Guys holds about you, or to update or correct that personal information, please send a written request to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email to privacy@thegoodguys.com.au or by pre-paid post to PO Box 154, Niddrie VIC 3042.

In addition:

• if you are a subscriber to our marketing database you can also update your details via the “unsubscribe” option in one of the emails that you receive from us;
• if you subscribe to one of our services (such as tech support) you can also update your details via that service.

If you are concerned that the way The Good Guys collects, holds, uses or discloses your personal information may be in breach of the Australian Privacy Principles, please send written details of your complaint to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email to privacy@thegoodguys.com.au or by pre-paid post to PO Box 154, Niddrie VIC 3042.

After receiving a complaint, we will consider whether we need any further information from you to properly consider and investigate the complaint, and may request such information from you. We will then:

• conduct internal discussions with the relevant business units involved in the collection, holding, use or disclosure of the personal information which is the subject of your complaint, and evaluate whether we believe that such collection, holding, use or disclosure of your personal information was in breach of the Australian Privacy Principles; and
• notify you of the results of our investigation of your complaint.

If the conclusion of our investigation is that our collection, holding, use or disclosure of your personal information was in breach of the Australian Privacy Principles, we will take steps to remedy the breach as soon as reasonably practicable.

We will endeavour to notify you of the results of our investigation of your complaint within 30 days of receiving your complaint. However, if your complaint involves complex matters or requires extensive investigation and consultation, it may not be possible to respond within this timeframe.

If you are not satisfied with our response to your complaint you are entitled under the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner. Information about how to make a complaint is available from the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).

If you visit www.thegoodguys.com.au or any other The Good Guys websites (the “Websites”) to read, browse or download information, our system may record information such as the date and time of your visit to the Website, the pages accessed and any information downloaded. This information is used (i) for statistical and reporting purposes; (ii) for website administration, security and maintenance purposes; and (iii) to direct you to material on our Websites that we believe will be of interest to you.

Like many websites, our Website may use “cookies” from time to time. Cookies are small text files that we transfer to your computer’s hard drive through your web browser to enable our systems to recognise your browser and your log-in status. Cookies may also be used to record non-personal information such as the date, time or duration of your visit, or the pages accessed, for website administration, statistical and maintenance purposes. Any such information will be aggregated and not linked to particular individuals. The default settings of browsers like Internet Explorer usually allow cookies, but users can easily erase cookies from their hard-drive, block all cookies, or receive a warning before a cookie is stored. Please note that some parts of the Website may not function fully for users that disallow cookies.

Our Website also uses tags, which are tiny bits of website code that allow us to measure traffic and visitor behaviour, and to understand the impact of online advertising, use remarketing and audience targeting. These tags do not collect any personally identifiable information.

While we take great care to protect your personal information on our Website and use state-of-the-art data transmission encryption, unfortunately no data transmission over the Internet can be guaranteed to be 100% secure. Accordingly, we cannot ensure or warrant the security of any information that you send to us or receive from us online. This is particularly true for information you send to us via email. We have no way of protecting that information until it reaches us. Once we receive your transmission, we use our best efforts to ensure its security in our possession.

The Websites may contain links/ plug-ins to other sites. We are not responsible for content of, or the privacy practices or policies of, those sites.

The Good Guys sometimes handles personal information relying on exemptions under the Privacy Act 1988 (Cth), for example in relation to: (i) employee records; (ii) related bodies corporate; (iii) provision of services to State or Territory authorities; and (iv) operations outside Australia relating to personal information of non-Australians.

Any permitted handling of personal information under such exemptions will take priority over this Privacy Policy to the extent of any inconsistency.

If you have any queries or concerns, further information can be obtained by contacting our Privacy Officer by email privacy@thegoodguys.com.au or by post to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, PO Box 154, Niddrie VIC 3042.

As part of The Good Guys arrangements with third party credit providers:

• customers may apply in-store or on the TGG website for credit provided by third party credit providers; and
• The Good Guys may assist in the processing of such application.

This Appendix A contains certain information which The Good Guys is required under the Privacy Act 1988 (Cth) to disclose to individuals who apply in-store for credit from a third party credit provider. In this Appendix A, these individuals are referred to as Third Party Credit Applicants.

Unless you are a Third Party Credit Applicant, the information in this Appendix A will not be relevant to you.

The Good Guys may collect (and hold) certain personal information contained in the application documentation completed by Third Party Credit Applicants when they apply in-store or online for credit from a third party credit provider, including his or her:

• full name;
• date of birth;
• sex;
• current address (as shown on his or her driver’s licence);
• employer; and
• driver’s licence number.

The Good Guys will also collect (and hold) certain information contained in the application documentation completed by Third Party Credit Applicants about the credit applied for by Third Party Credit Applicants, including:

• the name of the third party credit provider;
• the type of credit applied for;
• the day on which the credit is applied for (and entered into);
• the terms and conditions of the credit applied for (including in relation to repayment);
• the maximum amount of credit available under the consumer credit applied for; and
• the expiry date of the credit.

The information described in the preceding 2 paragraphs is collectively referred to as Application Documentation Information.

The Good Guys collects, holds, uses and discloses Application Documentation Information for the purposes of:

• submitting the application documentation completed by Third Party Credit Applicants to the relevant third party credit providers; and
• administering its arrangements with those third party credit providers.

Hard copies of the application documentation signed by Third Party Credit Applicants (which will contain Application Documentation Information) will also be retained in accordance with The Good Guys normal document retention practices for legal and business purposes.

The Good Guys holds Application Documentation Information by securely storing the hard copy application documentation signed by Third Party Credit Applicants, at our various premises and using third party document management and archiving services.

The Good Guys is not likely to disclose Application Documentation Information to recipients who are not subject to Australian privacy laws. The way in which third parties to whom The Good Guys discloses Application Documentation Information will be set out in the Privacy Policies of those third parties.

You may also request us to correct the Application Documentation Information that The Good Guys holds about you. If you do so and we are satisfied that, having regard to a purpose for which the information is held, the information is inaccurate, out-of-date, incomplete, irrelevant or misleading, The Good Guys will take such steps as are reasonable in the circumstances to correct your Application Documentation Information to ensure that, having regarding to the purpose for which it is held, it is accurate, up-to-date, complete, relevant and not misleading.

To request The Good Guys to correct or update the Application Documentation Information that it holds about you, please send a written request to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email to privacy@thegoodguys.com.au or by pre-paid post to PO Box 154, Niddrie VIC 3042.

If you are concerned that the way The Good Guys collects, holds, uses or discloses your Application Documentation Information may be in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code, please send written details of your complaint to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email to privacy@thegoodguys.com.au or by pre-paid post to PO Box 154, Niddrie VIC 3042.

After receiving a complaint, we will consider whether we need any further information from you to properly consider and investigate the complaint, and may request such information from you. We will then:

• conduct internal discussions with the relevant business units involved in the collection, holding, use or disclosure of the Application Documentation Information which is the subject of your complaint, and evaluate whether we believe that such collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code; and
• notify you of the results of our investigation of your complaint.

If the conclusion of our investigation is that our collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code, we will take steps to remedy the breach as soon as reasonably practicable.

We will endeavour to notify you of the results of our investigation of your complaint within 30 days of receiving your complaint. However, if your complaint involves complex matters or requires extensive investigation and consultation, it may not be possible to respond within this timeframe. In these circumstances, we will seek your agreement to a longer period for us to respond to your complaint.

If you are not satisfied with our response to your complaint you are entitled under Part V of the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner. Information about how to make a complaint is available from the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).