Privacy policy
Our privacy commitment
We are committed to protecting the privacy of your personal information. This policy explains how Planwise, and its related bodies corporate and subsidiaries (Group, us, our or we), manages the personal information that we collect, use and disclose and how to contact us if you have any further queries about our management of your personal information.
We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth) (and applicable State and Territory health privacy legislation), which regulate how we may collect, use, disclose and store personal information, and how individuals may access and correct personal information held about them.
Please contact us if you have any questions regarding this Privacy Policy or would like us to send you a copy of this policy using the details provided below.
How do we collect and hold your personal information?
We will only collect personal information about you by lawful and fair means. We usually collect personal information directly from you (or from someone you’ve authorised to deal with us on your behalf), for example when:
you enquire about or seek recommendations for a product or service we offer;
you contact us by telephone, via mail, e-mail or online;
you visit our website (including when you request a quote);
we supply any other products or services to you; or
you enter into or participate in any promotions, competitions, specials or other offers.
We may collect personal information:
from other companies, such as other companies that might have referred you to Planwise;
from marketing and similar lists we obtain from third parties;
from third parties to enhance the quality of the personal information that we hold.
If we collect personal information about you from a third party, we will only do so using fair and lawful means and if we or the third party have received your consent to the disclosure.
If you provide us with personal information about another person (such as a family member), it’s important that you let the person know we have collected their information and that they can ask to access and correct the information we hold about them.
What kinds of personal information do we collect and hold?
The kinds of personal information that we collect and hold about you will depend on the circumstances in which it is being collected, including whether we collect the information from you as a customer, participating provider, contractor, stakeholder, job applicant or in some other capacity.
If you request a quote for a product or service offered by our participating providers, we may collect your name, address, email address, telephone number, date of birth and any other information that we need to be able to provide you with the quote. If you decide to purchase a membership to Planwise, we’ll ask you for additional information so that we can complete your request. Where it is lawful and practicable to do so, we will allow you to remain anonymous or use a pseudonym.
At the time we collect your personal information, we’ll display this privacy policy or a collection notice so that you can understand the personal information that we’re collecting in the particular circumstances and how we’ll manage that information.
If you deal with us in some other capacity (for example, as a participating provider, a supplier or a stakeholder), we may collect your name, contact details and any other information you choose to provide to us.
Any personal information that you provide via our website, email or phone call is collected and stored by us.
To provide some of our services, we may need to collect and hold your sensitive information (such as medical or certain lifestyle information). We will only collect sensitive information about you with your consent.
If you provide us with information about your partner or a dependant, you must obtain that person’s permission to give us the information and inform them of this policy.
If we are not able to collect your personal information, or if you provide us with incorrect or incomplete information, we may not be able to provide you with our services or do business with you or the organisation with which you are connected.
How do we use your personal information?
We collect, hold, use and disclose personal information so that we can:
provide you with our services;
assess your eligibility for the products and services that you’re interested in;
to let you know that your membership is due for renewal and to arrange for it to be renewed or cancelled;
verify your identity and manage any enquiries or complaints you have after you’ve used our services;
let you know about other products, services or promotional offers that we think may be of interest to you;
ensure we comply with the requirements of our participating providers;
conduct research and analysis to improve our understanding of your interests in relation to our services and offers;
develop insights from our interactions with our clients to enhance our services and the way we deliver them so that we can keep on meeting the needs of our clients;
analyse your interactions and use of our online services to understand the effectiveness of our marketing initiatives;
maintain and improve our client service by monitoring our service for quality control, quality and training purposes;
consider job applicants for current and future employment;
manage our relationships with our participating providers, and stakeholders;
manage our internal business, in particular financial management, reporting and accounting;
meet our regulatory and legal obligations;
provide core business functions across enterprise level reporting and analytics; and,
Third parties to generate insights and reporting.
We may also use your information for other purposes required or authorised by or under law, including purposes for which you have provided your consent.
In what circumstances will we disclose your personal information?
If you decide to apply for a Planwsie membership, we may share your information with our service providers if we are making a direct referral. Usually, we would provide recommendations of service providers to the client, and the client contacts their preferred provider themselves. Providers may provide us with information they have collected from you for the purposes described in this policy.
We use service providers to help us provide relevant and expert information to our clients. We take steps to ensure that all our service providers agree to protect the privacy and security of your personal information, and that they only use it for the purposes in this policy, or any collection notice that we provide to you at the time we collect your personal information.
We may share personal information with other companies within the group for the purposes we’ve already mentioned.
Direct marketing
We use personal information to inform you about products and services offered by us and our business partners, which we think may be of interest to you. When we contact you it may be by mail, telephone, email, SMS or social media. Information about how to opt-out of receiving marketing material from us is set out below.
If you want to know how we obtained your personal information, please contact our Privacy Officer using the details provided below.
How can you opt out of receiving direct marketing?
You can let us know at any time if you do not want the personal information we hold about you to be used or disclosed for direct marketing purposes, or you do not wish to be contacted in any of the above ways, by contacting us. In some circumstances we may need to contact you to obtain additional information, to verify your identity or to clarify your request.
Data quality and Security
We may store your information in hardcopy and/or in electronic form. We will take reasonable steps to ensure that your personal information is protected from misuse, interference and loss and from unauthorised access, modification or disclosure.
This may include a range of systems and communication security measures, as well as the secure storage of hard copy documents. In addition, access to your personal information will be restricted to those properly authorised to have access. We will seek verbal or written consent from you, prior to entering personal information into out Customer Relationship Managenebt software.
We rely on the personal information we hold in conducting our business. Therefore, it is very important that the information we hold is accurate, complete and up-to-date. If you believe that your personal information is inaccurate, incomplete, out of date, and irrelevant or misleading, please contact our office and we’ll correct that information as soon as possible.
Before we correct your personal information, we’ll need to verify and confirm your identity. If someone makes the request on your behalf, we will require your prior written consent or we will contact you directly to collect your consent.
Website usage and Cookies
Our website is professionally hosted and operates in a secure environment. You should however be aware that there is always an inherent risk in transmitting your personal information via the Internet.
Cookies are pieces of information that a website downloads to your computer to record your preferences while you browse. Other technologies that may be used by us include web beacons (which may operate in conjunction with cookies). The information collected through these technologies may be used by us to improve and customise your experience on our website. In addition, we collect aggregated non-personally identifiable data from our website to help us maintain and improve delivery of the online service, to provide a consistent experience and targeted marketing. This aggregated information assists us to improve content and website navigation.
You can configure your web browser to reject and block cookies. If you decide to delete or block certain cookies, your experience on our website may be limited.
When you visit any of our online resources, our system may collect information about your visit for statistical purposes, including:
server address;
top level domain name (for example .com, .gov, .au, .uk etc.);
the date and time of your visit to the site;
the pages you accessed and documents downloaded during your visit;
the previous site you visited;
if you’ve visited our site before; and
the type of browser used.
Links to third party sites
We provide links to third party websites from our Resource page. We are not responsible for the content or privacy practices or policies of these third party websites.
These links are provided for your convenience and do not represent our endorsement of any linked third party website. We recommend that you review the privacy policies of these third parties prior to providing them with your personal information.
How you can access or correct your personal information
You can request access to the personal information we hold about you by contacting our office. Within about 2 business days of receiving your request, we will let you know if we need additional information to process your request and how long we’ll take.
You can expect to have access to the information within 30 days of providing us with the information we need to find your personal information. Before we make your personal information available to you, we’ll need to verify and confirm your identity. If someone makes the request on your behalf, we will require your prior written consent or we will contact you directly to collect your consent.
In some circumstances we may refuse to give you access to some or all information you have requested. For example, where we have been unable to verify and confirm your identity, if providing access would have an unreasonable impact on the privacy of others; or giving access would reveal evaluative information in connection with a commercially sensitive decision-making process.
If we deny or restrict access to the information you have requested, we will give you written reasons for this decision when we respond to your request.
In most cases, access to your personal information will be provided free of charge. There may be circumstances where, because of the nature of your request, we might need to charge a fee to cover the time we’ll need to spend collating your personal information or putting it in a format that we’re able to send it to you (whether at your request or to maintain the security of the information). We will let you know before we start working on your request so that you can make an informed decision.
How you can make a privacy complaint
Please contact our office via phone or email if you have any concerns or complaints about the manner in which we have collected or handled your personal information. We will investigate your complaint and you can expect a response from us in writing within 30 days. If after our initial assessment of your complaint we decide that we need more information or that we’ll need more time to respond to you, we’ll let you know within a few days of receiving your complaint.
If you consider your privacy concerns have not been resolved satisfactorily by us, or you wish to obtain more information on privacy requirements, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or visit their website at www.oaic.gov.au.
How to contact us
If you:
have queries, concerns or complaints about the manner in which your personal information has been collected or handled by us;
would like to request a hard copy of this privacy policy or discuss any issues relating to this policy or privacy matters generally; or
would like to request access to or correction of the personal information we hold about you;
Please contact our office:
Planwise Australia
320 Lorimer Street
Port Melbourne, Vic 3207
Email: contact@myplanwise.com.au
Phone: 0458 024 040
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