VIBA Australia is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The Privacy Principles govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect includes names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is only collected by lawful and fair means and where it is reasonably necessary for, or directly related to, on or more of our services or activities.
These ways may include but are not limited to interviews, correspondence, by telephone and facsimile, by email, via our website https://vibaaustralia.au, from your website, from media and publications, from other publicly available sources and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it. We hold the personal information we collect within our own data storage devices or with a third-party provider of data storage.
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.
The kinds of personal information we collect, and hold vary but generally can include:
• Your contact information such as full name (first and last), e-mail address, current postal address, delivery address (if different to postal address) and phone numbers
• Details relating to your employment (if applicable)
• Your date of birth
• Insurance history
• Payment or billing information, (including but not limited to bank account details, direct debit, credit card details, billing address)
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Unless an exemption applies or we agree otherwise, you must also meet the requirements of the Privacy Act, when collecting, using, disclosing and handling personal information on our behalf. You must also ensure that your agents, employees and contractors meet the above requirements.
We do not use or disclose personal information for any purpose that is unrelated to our services and that you would not reasonably expect (except with your consent). We will only use your personal information for the primary purposes for which it was collected or as consented to.
However, your Personal Information may be disclosed where required by law.
If we do propose to disclose or use your personal information other than for the purposes listed above, we will first seek your consent prior to such disclosure or use.
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
VIBA Australia will not charge any fee for your access request but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information, we may require identification from you before releasing the requested information.
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Our website
You are able to visit our website without providing any personal information. We will only collect personal information through our websites with your prior knowledge for example where you submit an enquiry or application online. Email addresses are only collected if you send us a message.
This Policy may change from time to time and is available on our website.
In order to resolve a complaint, we:
• Will liaise with you to identify and define the nature and cause of the complaint;
• May request that you detail the nature of the complaint in writing;
• Will keep you informed of the likely time within which we will respond to your complaint;
• Will inform you of the reason for our decision in resolving such complaint; and
• Keep a record of the complaint and any action taken in the Register of Complaints.
If you have any queries or complaints about our Privacy Policy please contact us at: admin@vibaaustralia.au
When we make our decision, we will also inform you of your right to take the matter to the Office of the Australian Information Commissioner (OAIC) if you are not satisfied. In addition if you have not received a response from us of any kind to your complaint within 30 days, then you have the right to take the matter to the OAIC (contact details are provided below).
You also have a right in limited circumstances to have your privacy complaint determined by the Australian Financial Complaints Authority (AFCA). AFCA can determine a complaint about privacy where the complaint forms part of a wider dispute within the AFCA Terms of Reference between you and us or when the privacy complaint relates to or arises from the collection of a debt. We are bound by AFCA determinations, provided the dispute falls within the AFCA Terms of Reference. Unless exceptional circumstances apply, you have two years from the date of our letter of decision to make an application to the AFCA for a determination. You can access the AFCA dispute resolution service by contacting them at:
Australian Financial Complaints Authority GPO Box 3, Melbourne, Victoria 3001.
Telephone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au
If you would like further details of our Privacy Complaints Handling Procedure, please contact our Privacy Officer using the contact details listed above. We recommend that you retain this information for future reference.
VIBA Australia