The Good Guys - Privacy Policy
Introduction
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.
When can you deal with The Good Guys anonymously?
Generally, you can deal with The Good Guys stores 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 impracticable 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 may 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.
Why does The Good Guys collect, hold, use and disclose personal information?
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 you have ordered/purchased;
- dealing with requests, enquiries, complaints, 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;
- making recommendations or suggestions to you in relation to our products and services;
- marketing our products and services and making recommendations to you in relation to our products and services when you are on other websites, applications and third party platforms like Facebook, Instagram and Google in the form of personalised banners, advertising or content based on your personal information or preferences;
- developing and improving products and services (for example, through customer reviews and surveys);
- in connection with our loyalty or reward programmes and competitions;
- the operation and administration of accounts or subscriptions that you have with us;
- the operation and administration of The Good Guys digital wallet;
- payment processing;
- processing a refund or exchange of a product;
- 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 (where you work for, or otherwise represent, such an organisation);
- 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 under our authorised dealer arrangements with Telstra and our arrangements with consumer finance providers);
- carrying out day to day surveillance of our stores for operational and security purposes; 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. In particular, The Good Guys is required by law to collect personal information in certain circumstances, including:
- if you activate pre-paid mobile telecommunications services in a The Good Guys store (in accordance with the Telecommunications Act 1997 (Cth) and the Telecommunications (Service Provider – Identity Checks for Pre-paid Public Mobile Telecommunications Services) Determination 2013).
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, enquiry or complaint that you have.
What personal information does The Good Guys collect?
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;
- financial information such as your bank account details;
- 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 or views regarding products and services; and
- video and audio surveillance and recording of you when you visit one of our stores or pick up goods from a collection area.
How does The Good Guys collect and hold your personal information?
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 download The Good Guys digital wallet to your device;
- when you pay for goods on a trading account by cheque;
- when you request for a refund or exchange of a product;
- 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 video and audio surveillance and recording located in our stores, outside our stores (e.g. in the front entry area of a store) or collection areas (e.g. loading docks), when you visit one of our stores or pick up goods from a collection area.
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.
Marketing
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, The Good Guys digital wallet (where you have downloaded the digital wallet to your device) and via telephone. We will not use your personal information for marketing purposes where you have opted out of receiving marketing communications.
Please note that when you create an online account with us, download The Good Guys digital wallet to your device or make a purchase online on The Good Guys website you agree to subscribe to our marketing communications and your details will be added to our marketing database to receive information relating to The Good Guys and our products and services. 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.
You can unsubscribe from our marketing communications at any time. To do this, simply select the “unsubscribe” option in the relevant marketing communication that you receive from us, for example, clicking on the unsubscribe link in the email you receive, texting the stated response word e.g. “STOP” or “UNSUB” or “REMOVE” to the mobile number in the SMS you receive, or via the unsubscribe link in the “Details” section of The Good Guys digital wallet if you have downloaded it to your device. 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 5190, South Melbourne VIC 3006. 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 information about your account or rewards/benefits.
If you subscribe to our marketing communications, we may disclose your personal information in an anonymised form to third party platforms such as Facebook, Instagram and Google for the purposes of marketing products and services to you based on your personal information and preferences. For example, we may actively target banners and ads to you when you are on other websites, apps and third- party platforms.
Sharing your personal information
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, customer experience/engagement, extended warranties, customer reviews, fraud prevention and analysis, payment processing, administration, archival, data storage, data analytics, hosting, research, mail and delivery, installation, distribution, logistics, marketing, auditing, share registry, consulting, financial, legal and public relations advisory, banking, debt collection, fraud/theft prevention and/or identification security or technical services and the operation and administration of The Good Guys digital wallet and the Websites. In some cases these service providers may collect your personal information on our behalf;
- third party platforms like Facebook, Instagram and Google, in an anonymised form for the purposes of displaying personalised banners, advertising or content based on your personal information or preferences;
- third parties like Google to enable us to manage information collected from the Websites and perform Website Activities;
- manufacturers and distributors of goods;
- if you return goods to The Good Guys to be repaired, third parties including 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 on which personal information is stored for repair (for example, on a mobile phone or computer) and do not delete that personal information, The Good Guys will send the goods to the repairer. By returning such goods to The Good Guys for repair, 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.
One of the third parties we use to help us detect and prevent fraudulent transactions is a company called Accertify that will use your personal information in accordance with and for the purposes set out in their privacy policy (available at www.accertify.com/client-privacy/). When you submit an order on The Good Guys website, Accertify will use the personal information submitted as part of your order to provide us with a fraud analysis indicating whether or not your order is, in Accertify’s assessment, a fraudulent transaction. Accertify is able to detect fraudulent activity with a much higher degree of accuracy by reviewing the data of your activities across the merchant websites to which it provides fraud analysis services. Accertify will also use your personal information in accordance with its Privacy Policy above, including to develop, improve and provide products and services to Accertify’s other clients.
Disclosure of personal information to overseas recipients
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) for one or more the purposes set out in this policy e.g. to provide you the goods/services you have purchased. Some of the jurisdictions in which these third parties are located may have less protective privacy and data protections laws than Australia.
Personal information collected on behalf of other parties
The Good Guys may collect information about you on behalf of third parties. For example,
- information collected for Telstra if you wish to enter into a contract with Telstra; or
- information collected for finance providers if you wish to purchase goods on finance.
In these cases the documentation that you sign will set out 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 or documents about you from these third parties where necessary in connection with the provision of goods or services by The Good Guys.
How we deal with your personal information if you apply for a job with us
If you apply for a job with us, you may be required to provide us with certain personal information, including your name, employment and educational background, and other personal information which we may require you to provide, or which you choose to provide us, 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. In such circumstances, 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.
Security of your personal information
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 any unauthorised access, modification or disclosure.
How to access, correct and update your personal information
Upon your request, The Good Guys will provide 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 some proof of your identify before providing information to you.
You may also request 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 5190, South Melbourne VIC 3205.
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.
How to make a complaint
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 5190, South Melbourne VIC 3205.
How The Good Guys will handle complaints
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 your 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).
Additional information for EU customers
If you are an individual located in the European Union (“EU customer”), you have additional rights under the General Data Protection Regulation (“GDPR”), including those set out below.
- You may withdraw your consent for us to process your personal information at any time.
- You may request for us to “erase” any personal information we hold about you.
- Where we have processed your personal information by automated means, you may request to receive your personal information in a structured, commonly used and machine-readable format. You may also request that, where possible, we transmit such data to another third party controller.
- If you have any concerns about how we are handling your personal information under the GDPR, you may lodge a complaint with your relevant EU supervisory authority.
You consent to the transfer of your personal information from the EU to Australia, and from Australia to other third countries, in accordance with this policy. You may request further information in relation to the safeguards in place for any international transfers of your personal information.
Additional information for purchasers of mobile devices and services
The Good Guys sells mobile devices and also processes the purchase of services on the Telstra network and associated mobile devices, for example, mobile phone services, Broadband services and fixed services.
When you purchase a service and/or a mobile device, The Good Guys and/or Telstra will collect and use your personal information for purposes such as processing your purchase, sending you follow up communications, refunds and warranty claims, product returns, fraud prevention/identification, associated products/services and marketing communications (unless you have opted out of marketing).
The Good Guys /Telstra may collect and record information such as your name, address, email address, phone IMEI number and proof of identity details (e.g. credit card, drivers’ licence, passport). If you refuse to provide the requested information, then The Good Guys may not be able to sell the mobile device and/or service to you.
In the case of an “Outright” phone purchase, personal information is not transmitted to any telecommunications carrier or government agency.
If you are purchasing an Outright Device (a device without a Sim card included and that is not on a “plan”) in a The Good Guys store and do not wish to have The Good Guys collect your personal information, you can advise The Good Guys staff that you would like to purchase the Outright Device “Anonymously”. Staff will still be required to collect the device’s unique IMEI number but will not record any personal identifiable information in The Good Guys’ system and will record the sale as “Anonymous”. Purchasing an Outright Device “Anonymously” means that, if you lose your receipt, The Good Guys may not be able retrieve evidence of your proof of purchase for consumer guarantee (warranty) purposes. Please note that you will not be able to purchase an Outright Device“ Anonymously” if you are purchasing online (including for pick-up in store).
Your information is stored by The Good Guys on its internal systems and/or by Telstra on Telstra systems and is managed in accordance with this policy and Telstra’s Privacy Policy (a copy of which is available on Telstra’s website). Please note that if you decide not to proceed with your purchase of a service and/or an associated mobile device after performing a credit check, a copy of your information will be retained on The Good Guys’ and Telstra’s systems.
The other provisions of this Privacy Policy also apply to the purchase of mobile devices and services
Additional information for users of our websites
If you visit www.thegoodguys.com.au or any other The Good Guys websites (the “Websites") to read, browse, download information or transact, our system may record information such as the date and time of your visit to the Website, your postcode/suburb, device type, browser type and operating system, the pages accessed and any information downloaded (collectively, the “Website Activities”). The Website Information is used for purposes including: (i) statistical and reporting purposes; (ii) website administration, security and maintenance purposes; (iii) to direct you to/display material on our Websites that we believe will be of interest to you; (iv) displaying product availability and delivery options to you; (v) to measure traffic and visitor behaviour; (vi) to understand the impact of online advertising, use remarketing and audience targeting; and (vii) to market products and services to you (collectively, the “Website Activities”). We use third parties such as Google to enable us to preform the Website Activities.
The Websites also use tags, which are tiny bits of website code that allow us to transmit Website Information for the Website Purposes.
While we take great care to protect your personal information on the Websites 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.
Web push notifications
The Websites may send you an initial pop-up message when you’re on the Websites asking if you want to allow or block pop-up notifications from The Good Guys within your web browser when you have your browser open on any website (Notifications). When you select Allow, you are agreeing to receive Notifications from The Good Guys. You will only start to receive Notifications after you select Allow and you can change this setting at any time.
If you have selected to allow Notifications, The Good Guys may send you Notifications about products, services, our latest offers, price and in stock alerts and other information we think might be of interest to you. Note that Notifications may be sent to you when you are on another website if your web browser is open.
You can opt in or opt out of Notifications at any time via your browser settings. If you want to opt out of Notifications at any time, just follow the steps listed under the Web Push Notifications section here.
Exemptions
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.
Privacy Queries
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 5190, South Melbourne VIC 3042 3205.
Version published: November 2022
Appendix A – Further information for individuals who apply in-store or on The Good Guys website for credit from a third party credit provider
Background
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 applications.
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.
What kinds of credit-related information does The Good Guys collect and hold about Third Party Credit Applicants?
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.
Why does The Good Guys collect, hold, use and disclose 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.
From time to time, third party credit providers may require Application Documentation Information to be provided to credit reporting bodies for the purposes of performing a credit check, including Equifax Australian Group Pty Ltd, Illion Australia Pty Ltd or Experian Australia Credit Services Pty Ltd. A current list of credit reporting bodies can be found in the privacy policies of Latitude Finance and Telstra.
How does The Good Guys hold Application Documentation Information?
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.
Is The Good Guys likely to disclose Application Documentation Information to recipients who are not subject to Australian privacy laws?
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.
How to correct and update your Application Documentation Information
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 5190, South Melbourne VIC 3205.
How to make a complaint
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 5190, South Melbourne VIC 3205.
How The Good Guys will handle complaints about Application Documentation Information
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 your 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).