What Personal Information do we collect and how?
Forwhat purposes do we collect your personal information?
We collect your personal information for the following purposes in relation to providing you with our travel services and advice and to assist you with booking travel and travel related products and services:
Complete your travel bookings;
Provide you with travel products, services and advice;
Consider your request for a product or service;
Provide you with information about other products and services that may be of interest to you including information about our business partners’ products and services. Please see the section titled ‘Direct Marketing and your Privacy‘ for further information about receiving direct marketing;
Assist in arrangements and reservations with suppliers (such as airlines, tour operators, cruise operators, car hire operators, hotels and insurance providers) in relation to the provision of a product or service;
Collect and process payments, though us or a third party;
Perform all other administrative and operational tasks (including operational reporting, risk management, systems development and testing, staff training, and market or customer satisfaction research);
Facilitate your participation in loyalty programs;
For quality assurance and other purposes and so that we can censor, edit, remove or prohibit the transmission or receipt of any information communicated through our systems that we deem inappropriate or in violation of our terms and conditions;
Register you as a client or member;
Complete a travel profile about you;
Enable you to, participate in a survey, competition or promotion,
Process a transaction through our websites, over the phone, via email, through a mobile application or one of our agents;
Analyse how our products and services (including any websites) are used and understand the effectiveness of our communications;
Personalise the service or communication we provide to you, tailor your experience on our website or other websites to your interests and make more appropriate travel recommendations;
Investigate, detect and protect us and other third parties against, negligence, breach of contract, fraud, theft and other illegal activities; and
Respond to and manage inquiries, complaints, feedback and claims.
When do we disclose your personal information?
We may disclose your personal information for the above purposes to:
suppliers of products or services which you have selected (such as airlines, tour operators, cruise operations, car hire operators, hotels and insurance providers);
third party travel service providers who assist in fulfilling the booking you have made;
a person making your travel booking on your behalf;
third party sponsors or co-sponsors of promotions on our website. Only information collected during a promotion will be disclosed to these parties;
other Complex Travel Group entities;
government authorities and our insurers in the event of an accident, disaster or emergency; and
Complex Travel Group’s contractors, suppliers and service providers, including:
suppliers of IT based solutions that assist us in providing products and services to you, such as any external data hosting provider(s) we use;
publishers, printers and distributors of marketing material;
travel analytics and reporting;
event and expo organisers;
marketing, market research, research and analysis and communications agencies;
mailing houses, freight services, courier services; and
external business advisers (such as lawyers, accountants, auditors and recruitment consultants); and
others where we are authorised or required by law or have your consent to do so.
Given the nature of our travel products and services some of the third parties we may disclose your personal information to, to facilitate your travel booking and/or to enable the performance of administrative and technical services by them on our behalf, may be located overseas. In the event that we or a part of our business undergo re-organisation or are sold or licensed to a third party, any personal information we hold about you may be transferred to that re-organised entity, licensee or third party.
Websites, Apps and Systems
Storage and Security of Personal Information
We store personal information in a combination of secure computer storage facilities, paper based facilities and other records. We take reasonable steps to maintain the security of the information we store in our systems or in physical records. We use a combination of security measures to prevent the unauthorised access of our servers and regularly review our security policies. Your personal information will be stored in secured locations and on servers controlled by us or one of our service providers, located either at our offices or at the offices of our service providers.
Accessing and Updating your Personal Information
You may ask us for access to any personal information we hold about you, subject to some exceptions in the Privacy Act. You can also ask us to correct personal information that we hold about you. You can contact our Privacy Officer using the details in the section titled ‘Contact our Privacy Officer‘ below to request access to or correction of the personal information we hold about you.We will need to verify your identity before responding to your request. We may charge a reasonable fee for providing your personal information. However, we will not charge for the making of the request. If we refuse access to all of some of the personal information you request or to correct your information, we will write to you and explain why and how you can complain.
Direct Marketing and your Privacy
Serving customers well is very important to us. As part of this service, we may use your personal information to identify a product or service that you may be interested in. We may with your consent where required by applicable law, use the contact details you have provided to contact you from time to time whether by phone, email, SMS or post to tell you about new or exciting products or services and special offers that we believe may be of interest to you, including information about our business partners’ products and services.You can opt-out of receiving direct marketing communications from us, including communications from us on behalf of our business partners at any time by contacting our Privacy Officer using the details in the section titled ‘Contact our Privacy Officer‘ below, or by using the unsubscribe facility in the electronic communication you receive.You can also opt-out of this kind of advertising by clicking here. By opting out of this kind of advertising you may still receive ads from us or ads from other parties that are broadly targeted.
If you wish to complain about our handling of your personal information, please contact our Privacy Officer using the details below.We will investigate all complaints and respond to you as soon as practicable. We will need to verify your identity. If we find a complaint justified, we will resolve it. If necessary, we will change our policies and procedures to maintain our high standards of performance, service and customer care.If your complaint is not satisfactorily resolved, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC). For more information on privacy, you can contact the OAIC’s hotline service on 1300 363 992 or visit the OAIC’s website at www.oaic.gov.au.
Contact our Privacy Officer
If you have a privacy complaint or wish to correct, update or access the personal information that we hold about you, please contact our Privacy Officer using the following details: