1. What Personal Information We Collect
The types of personal information we may collect include: names phone numbers email addresses postal addresses membership or customer information communication preferences transaction history payment information provided during a transaction call recordings notes and records relating to interactions with individuals survey responses and feedback employment-related information website usage and technical information We may also collect other personal information where reasonably necessary to provide our services or conduct our business activities.
2. How We Collect Personal Information
We collect personal information in a variety of ways, including when individuals: interact with us by phone, email, SMS, social media or online visit our website complete forms, surveys or transactions participate in campaigns, promotions or customer engagement activities contact us with enquiries or support requests apply for employment with us In many cases, we collect personal information on behalf of organisations that engage us to provide customer engagement, sales, membership or support services. We may also receive personal information from: our clients and business partners service providers acting on our behalf publicly available sources third-party platforms and systems used in connection with our services
3. Why We Collect and Use Personal Information
We collect, hold, use and disclose personal information for purposes including: providing customer engagement and support services conducting sales and transaction-related activities managing customer and membership communications processing transactions through authorised payment providers responding to enquiries, requests and complaints improving our services, systems and website staff training and quality assurance internal reporting, analytics and business administration conducting surveys, research and feedback activities maintaining employment and contractor records complying with legal and regulatory obligations We may also use technology-assisted tools, including artificial intelligence and automated systems, to support internal business operations, quality assurance, reporting, workflow management and service delivery.
4. Payment Information
In some circumstances, payment information may be collected during transactions conducted by our staff or systems. Payment information is processed through authorised third-party payment providers. We do not intentionally store complete payment card details within our internal systems unless required for authorised business or compliance purposes.
5. Call Recording
Telephone calls with Memberfy representatives may be monitored or recorded for purposes including: quality assurance staff training compliance dispute resolution service improvement By engaging with us by phone, individuals acknowledge that calls may be recorded where permitted by law.
6. Disclosure of Personal Information
We may disclose personal information to: organisations that engage us to provide services on their behalf payment processing providers cloud storage and technology providers telecommunications and communications providers IT support and security providers analytics and reporting providers professional advisers including legal, accounting and audit advisers regulatory authorities where required by law We take reasonable steps to ensure third parties handling personal information on our behalf do so appropriately and securely.
7. Overseas Disclosure
Memberfy primarily operates within Australia. However, some of our third-party technology and cloud service providers may store or process personal information in overseas jurisdictions. Where this occurs, we take reasonable steps to ensure personal information is handled in accordance with applicable Australian privacy laws.
8. Storage and Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Measures we may use include: secure cloud-based systems access controls and authentication measures staff training and confidentiality obligations system monitoring and security controls restricted access to sensitive information While we take reasonable precautions, no method of electronic transmission or storage is completely secure and we cannot guarantee absolute security.
9. Data Retention
We retain personal information only for as long as reasonably necessary for business, operational, contractual or legal purposes. Retention periods may vary depending on: client requirements contractual obligations legal and regulatory obligations operational needs Where appropriate, personal information is securely deleted or de-identified when no longer required.
10. Direct Marketing and Communications
We may use personal information to send communications relating to services, transactions, customer engagement activities or other business-related communications. Individuals may opt out of receiving certain communications by: using unsubscribe functions where available replying with opt-out instructions where applicable contacting us directly We will process opt-out and communication preference requests within a reasonable timeframe.
11. Website Usage, Cookies and Analytics
Our website may use cookies, analytics tools and similar technologies to: improve website functionality and performance understand website usage patterns support marketing and advertising activities enhance user experience These technologies may collect information such as IP address, browser type, device information and pages visited. Users may manage cookie preferences through their browser settings.
12. Access and Correction
Individuals may request access to personal information we hold about them and request corrections where necessary. Requests can be made using the contact details below. In some circumstances, we may refuse access where permitted by law.
13. Complaints
If you have a complaint about how we handle personal information, please contact us using the details below. We take privacy concerns seriously and will use reasonable efforts to investigate and respond promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business practices, technology, legal obligations or services. The latest version will be available on our website.
15. Contact Us
Memberfy A trading name of ContactCloud Technology Solutions Pty Ltd ABN 46 611 504 100 Email: privacy@memberfy.com.au Phone: 1300 015 121