OUR COMMITMENT TO PROTECT YOUR PRIVACY
Any personal information we collect about your customers will only be used for the purposes indicated in our policy, where we have your consent to do so, or as otherwise required or authorised by law. Our commitment in respect of personal information is to abide by the Privacy Act 1988 (Cth) and any other relevant law.
When we refer to personal information we mean information about you or your customers who use the Order Up online ordering platform to order from your own branded business website.
This information may include (but is not limited to) a persons name, date of birth, phone number, mobile number, email address, address and password.
WHY WE COLLECT YOUR CUSTOMERS PERSONAL INFORMATION
We collect and receive personal information about your customers in order to
• provide the online ordering service, which enables you to identify the customer;
• allow you to manage your relationship with your customer;
• allow you to use the data for future marketing purposes;
• comply with our legal and regulatory obligations; and
• other customer service/support purposes.
HOW DO WE COLLECT YOUR CUSTOMERS PERSONAL INFORMATION?
Personal information may be collected by your online ordering system in a number of circumstances, including when a customer:
• makes an enquiry with you via email (via the online ordering system);
• registers to be a member of your online ordering system;
• places an online order or pre-order via the online ordering system;
HOW DO WE USE YOUR CUSTOMERS PERSONAL INFORMATION?
We use your customers personal information for the purpose for which it has been provided, for reasonably related secondary purposes, any other purpose you have consented to and any other purpose permitted under the Privacy Act. This may include using your customers personal information for the following purposes:
• to provide you with the services you requested;
• for complaints handling or data analytics purposes.
• to assist you with online marketing services when authorised to do so.
• facilitate the creation of and secure their account on our network;
• identify them as a user in our system;
• provide improved administration of our site, application and services;
• improve the quality of experience when customers interact with our site, apps and services;
• send a welcome e-mail to verify ownership of the e-mail address provided when your customers account was created;
• send order confirmation email to your customers when they place an order via the online ordering system
• send administrative e-mail notifications, such as security or support and maintenance advisories;
• to create anonymous information records from personal information by excluding identifiable information that make the information personally identifiable to the customer. We may use this anonymous information to analyse request patterns and usage patterns so that we may enhance our products and services.
TO WHOM WILL WE DISCLOSE YOUR CUSTOMERS PERSONAL INFORMATION?
To enable us to maintain a successful relationship with you, we may disclose your customers’ personal information to:
• companies and contractors who we retain to provide services for us, such as IT contractors, hosting platforms and support contractors.
• other individuals or companies authorised by you.
By providing us with the personal information, you consent to us disclosing that information to such entities authorised by you on a case by case basis.
Sometimes we are required or authorised by law to disclose your customers’ personal information. Circumstances in which we may disclose this personal information would be to a Court, Tribunal or law enforcement agency in response to a request or in response to a subpoena or to the Australian Taxation Office.
We may from time to time transfer customers’ personal information outside Australia in accordance with the Privacy Act to countries whose privacy laws do not provide the same level of protection as Australia’s privacy laws. For example, we may transfer your customers’ personal information to the Asia-Pacific, European Union or the United States of America. We may also use cloud storage and IT servers that are located offshore.
We may, from time to time, engage third party contractors to carry out work for us. Third party contractors are prohibited from using collected personal information about your customers’, except for the specific purpose for which that personal information has been supplied by us to the contractor.
By providing us with your customers’ personal information, you consent to us disclosing your information to entities located outside Australia and, when permitted by law to do so, on the basis that we are not required to take such steps as are reasonable in the circumstances to ensure that any overseas recipient complies with Australian privacy laws in relation to your information.
THIRD PARTY PAYMENT PROVIDERS
Orders submitted through our online ordering service must be paid for by credit or debit card via the payment facility provided. This secure payment facility is provided by a third party payment gateway provider. We do not store customers’ full credit card or debit card details.
Customers’ can save their preferred payment method through their online ordering account, but our third party provider will store these details for future retrieval (tokenisation). You expressly consent to us sharing your customers’ personal information to any third party payment provider we engage from time to time.
Order Up Group will not use your customer data for its own marketing purposes, or any marketing purposes not authorised by you.
We may use technology known as a “cookie” to collect statistical information about your customers when using internet browsing, mobile or tablet applications. A cookie is a packet of information placed on your computer’s hard drive or in memory by a website for record keeping purposes. They can record information about your visit to the website, allowing it to remember you the next time you visit and provide a more meaningful experience. A cookie is ‘personal information’.
UPDATING YOUR PERSONAL INFORMATION
It is important to our relationship that the personal information we hold about you and your customers’ is accurate and up to date. During the course of our relationship with you we will ask you to inform us if any of your personal information has changed.
If you consider that any information we hold about you is incorrect, you should contact us to have it updated. We will generally rely on you to assist us in informing us if the information we hold about you is inaccurate or incomplete.
ACCESS TO YOUR CUSTOMERS PERSONAL INFORMATION
We will provide you with access to the personal information we hold about your customers’ via the online ordering admin area, subject to limited exceptions in the Privacy Act. You may request access to any of the personal information we hold about your customers’, including any credit-related personal information we hold about you, at any time.
To access personal information that we hold about your customers’, use the contact details specified below. We may charge a fee for our reasonable costs in retrieving and supplying the information to you.
DENIED ACCESS TO PERSONAL INFORMATION
There may be situations where we are not required to provide you with access to your personal information. For example, such a situation would be information relating to an existing or anticipated legal proceeding with you, or if your request is vexatious.
An explanation will be provided to you if we deny you access to your personal information we hold.
BUSINESS WITHOUT IDENTIFYING YOU
In most circumstances it will be necessary for us to identify your customers’ in order to successfully deliver our services, however, where it is lawful and practicable to do so, we will offer you the opportunity of doing business with us without providing us with personal information. Such a situation would be where you make general inquiries about the service providers specified on our website or current promotional offers.
HOW SAFE AND SECURE IS YOUR CUSTOMERS INFORMATION THAT WE HOLD?
We will take reasonable steps to protect your customers’ personal information by storing it in a secure environment, and when the information is no longer needed for any purpose for which the information may be used or disclosed, it will be destroyed or permanently de-identified.
We will also take reasonable steps to protect any customer personal information from misuse, loss and unauthorised access, modification or disclosure.
As the online ordering system is linked to your existing website, we cannot guarantee that the information you supply will not be intercepted while being transmitted over the internet. Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk.
FURTHER INFORMATION AND COMPLAINTS
You may request further information about the way we manage your personal information or lodge a complaint by contacting our Privacy Officer(s) on the contact details below.
We will deal with any complaint by investigating the complaint, and providing a response to the complainant within 15 business days, provided that we have all necessary information and have completed any investigation required. In cases where further information, assessment or investigation is required, we will seek to agree alternative time frames with you.
You can contact us by calling us on 1300 558 068 or by writing to:
The Privacy Officer
Order Up Group
24 Lexington Drive
BELLA VISTA NSW 2153