If you wish to access or correct your personal information please let your adviser know or you can write to:
PO Box 163
West Perth WA 6872
Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate, irrelevant, out of date or incomplete. We may charge for providing access to personal information. In some limited cases, we may need to refuse access to your information or refuse a request for correction. For example, we may do this if giving access is unlawful or if giving access would have an unreasonable impact on the privacy of other people and if we can’t redact their information. We will advise you as soon as possible after your request if this is the case and the reasons for our refusal.
What happens if you want to complain?
If you have any concerns around how we manage your personal information or about whether we have complied with the Privacy Act or the Australian Privacy Principles, we encourage you to tell us. You can contact your adviser (6163 6100) or write to:
PO Box 163
West Perth WA 6872
Your concerns will be reviewed through our internal complaints resolution process. We will acknowledge receipt of your complaint within 24 hours and advise a timeframe for response, no longer than 30 days.
It is our intention to resolve any complaint to your satisfaction, however, if you are unhappy with our response, you are entitled to contact the Office of the Australian Information Commissioner who may investigate further.
OAIC’s website is www.oaic.gov.au, and can be contacted by email on email@example.com, by phone on 1300 363 992, or in writing to:
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
West Perth WA 6872
Alternatively, if an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services
complaint resolution that is free to consumers. AFCA’s website is www.afca.org.au, and can be contacted by email on firstname.lastname@example.org, by phone on 1800 931 678 (free call), or in writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Analytics data – We use technology to collect anonymous information about the use of our website, for example, we use different services to aggregate data on the pages and links users visit, and to aggregate users’ location data, as well to log users’ server addresses, the date and time of visits, and the type of browser used. It does not identify you personally and we only use this information to improve the content and functionality of our website, to better understand our visitor traffic and to improve our services and for marketing.
Marketing analytics – We also use technology to analyse how users engage with our marketing communications e.g. how users engage with our emails. We may aggregate this information or we could identify how specific users engage with our emails.
Cookies – In order to collect this anonymous data we may use “cookies”. Cookies are small pieces of information that are sent to your browser and stored on your computer’s hard drive. Sometimes the website requires information to be retained from one page to the next. This is purely to increase the functionality of the site. Cookies by themselves cannot be used to discover the identity of the user. Cookies do not damage your computer and you can set your browser to notify you when you receive a cookie so that you can decide if you want to accept it.
When you are identifiable – We may use a service that allows us to identify when the same IP address visits our website and to understand its activity on our website like downloading our brochures or viewing our pages. You are only identifiable to us if you provide us with your personal information through our website e.g. by completing a ‘contact us’ form. Your activity on our website will then no longer be anonymous because we have associated you from the information you gave us, with your IP address used to access our site.
We can then associate your activity on our website with you. If you request to connect with us on social media, we may also be able to identify your IP address, and from then on your activity on our website will no longer be anonymous.
Client in the European Union
If the European Union’s General Data Protection Right applies to you, you have the right to:
- Request access your personal information and to ask us to correct or erase it, subject to exceptions allowed by law;
- Ask us to restrict the way we manage your personal information (for example if you dispute the correctness of the information);
- Request that we transfer your data to another entity;
- Object to us managing your personal information at any time (e.g., you can withdraw any consent you have given us to manage your personal information). This does not invalidate the legality of our management of your personal information before your consent is withdrawn).
We are legally permitted to manage your personal information because you have agreed that we may do so, and we need to do so in order to provide our services, as well to verify your identity under the AML-CTF Act as said above.
We keep your personal information only for as long as is reasonably necessary for the purpose for which it was collected, which is generally up to 10 years after you cease to be a client to comply with legal requirements and to ensure clarification of any questions after the end of our relationship.
If you have a complaint that is not resolved by us, you may refer your complaint to the European Data Protection Supervisor: https://edps.europa.eu/node/75_en.