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Privacy Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a complaint at www.handlemycomplaint.com.au (the “Site”).

Handle My Complaint Service

Handle My Complaint is a Service which delivers messages from individuals to business and government, and their responses back, in a private, respectful way. Information which is provided to us by people who use Handle My Complaint (Users).

Handle My Complaint will never publish the contents of any message or response without the permission of the individual or organisation concerned. We understand that our users trust us to safeguard the privacy of their correspondence and to protect their personal information, and we deeply respect that trust.

We use commercially reasonable safeguards to help keep the information collected through Handle My Complaint secure and take reasonable steps (such as requesting a unique password) to verify your identity before granting you access to your account. However, Handle My Complaint cannot ensure the security of any information you transmit to Handle My Complaint or guarantee that information on the Service may not be accessed, disclosed, altered, or destroyed.

Please do your part to help us. You are responsible for maintaining the secrecy of your unique password and account information, and for controlling access to emails between you and Handle My Complaint, at all times.

What we collect

We collect Submissions and conversations, the contents of which are stored in the Handle My Complaint database. For each message, the name and email address of the respondent are saved, as well as the content of the message.

Personal information

We ask Users for their name and e-mail address, and a password, in order to use Handle My Complaint. When you make a complaint or attempt to make a complaint through the Site, we collect the details of the person with the complaint including their name, address and email address. We also ask for their phone number, but this is optional. We refer to this information as “Complaint Information”.

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms that referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:

  • “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
  • “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
  • “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Complaint Information.

Information sent by Users

We save the contents of messages sent by Users using Handle My Complaint, including text, recordings, photographs and locations as specified.

How we use the information we collect from Users

Managing identity

We use Users’ personal information to identify them as they log into Handle My Complaint. This prevents unauthorised access to Handle My Complaint.

Contact details may be included with messages

If a User selects to reveal their personal information (they may opt to reveal their name, with a further option to include email address and/or telephone number) as they create a Submission, these details will be included with the message and will be visible to the organisation who is the recipient of the Submission (the Entity).

If personal information is not revealed, the recipient will see only that the Submission was sent by “an anonymous Handle My Complaint user”.

Once this information has been provided by a User to an Entity, it cannot be revoked. The User may, however, opt to provide no contact details (or fewer contact details) in subsequent Submissions to that Entity.

Delivery of message to Entity

When a Submission is sent, the Submission Contents are sent to the specified Entity.

  • Information we collect automatically from Users
  • Log information

We may automatically collect and store certain information in server logs. This may include:

  • details of how Handle My Complaint has been used, such as search queries,
  • device event information such as crashes, system activity, hardware settings, the date and time of the request, and
  • device information such as the hardware model, operating system version, and unique device identifiers and unique application numbers.

Certain Service include a unique application number. This number and information about the installation (for example, the operating system type and application version number) may be sent to Handle My Complaint when the Handle My Complaint app is installed or uninstalled or when that Service periodically contacts our servers, such as for automatic updates.

Additionally, we use Personal Information to:

  • Communicate with you;
  • Screen for potential risk or fraud; and
  • When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our Users browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

How we use information we collect from Entities

Each response is delivered to the User concerned, securely, through the Handle My Complaint. Other times we may share information for external processing.

We provide personal information to our affiliates or other trusted businesses or persons to process for us, based on our instructions and in compliance with our Privacy Policy and any other appropriate confidentiality and security measures.

We will share personal information with companies, organisations or individuals outside of Handle My Complaint if we have a good-faith belief that access, use, preservation or disclosure of the information is reasonably necessary to:

  • meet any applicable law, regulation, legal process or enforceable governmental request,
  • enforce applicable Terms of Service, including investigation of potential violations,
  • detect, prevent, or otherwise address fraud, security or technical issues or,
  • protect against harm to the rights, property or safety of Handle My Complaint users or the public as required or permitted by law.

Sharing your Personal Information

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Freshdesk to power our complaint system –you can read more about how Freshdesk uses your Personal Information here: https://www.freshworks.com/privacy.  We also use Google Analytics to help us understand how our Users use the Site–you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/.  You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you.  For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at: http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by going to the following links:
FACEBOOK – https://www.facebook.com/settings/?tab=ads
GOOGLE – https://www.google.com/settings/ads/anonymous
BING – https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Do not track

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
If you are a European resident we note that we are processing your information in order to fulfil contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Local storage

We may collect and store information (including personal information) locally on your device using application data caches.

Usage data

We may share aggregated, non-personally identifiable information publicly and with our partners – such as publishers, advertisers or connected sites. For example, we may share information publicly to show trends about the general use of our Service.

Analytics

We may analyse the contents of Submissions from time to time, to share aggregated, non-personally identifiable information publicly (showing say trends in complaint handling by industry type).

Accessing your Personal Information

Whenever you use our Service, we aim to provide you with access to your personal information. If that information is wrong, we’ll do our best to give you ways to update it quickly or to delete it – unless we have to keep that information for legitimate business or legal purposes. When updating your personal information, we may ask you to verify your identity before we can act on your request.

We may reject requests that are unreasonably repetitive, require disproportionate technical effort (for example, developing a new system or fundamentally changing an existing practice), risk the privacy of others, or that would be extremely impractical (for instance, requests concerning information residing on backup systems).

Where we can provide information access and correction, we will do so for free, except where it would require a disproportionate effort. We aim to maintain our Service in a manner that protects information from accidental or malicious destruction. Because of this, after you delete information from our Service, we may not immediately delete residual copies from our active servers and may not remove information from our backup systems.

Location of servers

Please note that information collected by Handle My Complaint may be hosted or processed on computer servers outside of your home country.

Therefore, your information may be processed and stored in a jurisdiction other than your home country. As a result, depending on the applicable law, foreign governments, courts, or law enforcement or regulatory agencies may be able to obtain disclosure of your information through laws applicable in the relevant jurisdiction.

Data Retention

When you use the Site, we will maintain your Personal Information for our records unless and until you ask us to delete this information.

Minors

The Site is not intended for individuals under the age of 13.

Changes to our Privacy Policy

Handle My Complaint may modify or update this Privacy Policy from time to time, so please review it periodically. We may provide you with additional forms of notice of modifications or updates as appropriate under the circumstances. Your continued use of Handle My Complaint or the Service after any modification to this Privacy Policy will constitute your acceptance of such modification.

Contact us

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at [email protected] or by mail using the details provided below:

Handle My Complaint Pty Ltd PO Box 2311, New Farm, QLD, 4005, Australia

LAST UPDATED October 8, 2019.