2.1. Why do we collect your personal information?
If you are a customer: – to provide you with IT repair and support services for your computer and peripheral devices, including collateral services. We always try to collect only the information we need for the services that you have asked us to provide to you!
If you are an applicant: – seeking employment or appointment as a contractor so that we can assess your suitability.
If you are an employee or contractor, for all purposes relevant to your employment or engagement with us.
2.2. What personal information do we collect and store?
The personal information we collect, and the store will depend on why you contact us and on which GH services and products you order and/or subscribe to. The information may include:
2.3. How do we collect personal information?
There are quite a few ways we may seek information from you directly. We might collect your information when you fill out an electronic form on our website, sign up for our newsletter, enter one of our competitions, apply for a job with us, telephone us, send us an email, or complete a customer survey.
Some customers like to engage with us through social media channels. We may collect information about you when you interact with us through these channels.
We collect your email address and, if you provide it, other contact details when you subscribe to our email lists. We only use this information to send you our newsletter, regular updates on GH and our services, and to administer the lists.
We use e-forms to enable you to lodge a complaint, application, or inquiry online via our website.
Where our website allows you to make comments, give feedback, or communicate with us, we sometimes collect your email address and sometimes some other contact details. We may use your email address to respond to your comments, feedback, or communication.
We may use a persistent cookie (a cookie that stays linked to your browser) to record your visits so we can recognize you if you visit our website again. It also lets us keep track of products or services you view so that, with your consent, we can send you news about them.
We may log IP addresses (that is, the electronic addresses of computers connected to the internet) to analyze trends, administer the website, track user movements, and gather broad demographic information.
In order for us to provide our services, we may collect personal information about you indirectly from third parties such as:
2.4. How do we store/hold your personal information?
All your information is stored electronically and securely in our database and other secure information systems.
Where possible, we will allow you to interact with us anonymously or using a pseudonym.
For example, if you contact our Customer Service Team with a general question, you will not be required to give your name.
However, for most of our services, we usually need your name and contact information and enough information about the particular matter to enable us to fairly and efficiently handle your inquiry, request, complaint, or application, or to act on your communication with us.
2.6. Opting Out of Targeted Ads
If you don’t provide your personal information to us, we may not be able to properly provide our service to you, administer your account, verify your identity, and/or let you know about other products and services that might be useful to you.
When we receive personal information from you directly, we’ll take reasonable steps to notify you how and why we collected your information, who we may disclose it to and how you can access it, seek correction of it or make a complaint.
Your privacy and the protection of your personal information are very important to us. We do not disclose your personal information to any other person, organization, or entity except our contracted service providers and related bodies corporate.
5.1. Service providers
GH uses several service providers to whom we disclose personal information only in order to provide our services to you. These include providers that host our website servers, manage our IT, and provide third-party specialist repair services to our customers.
5.2. Disclosure of personal information overseas
We do not disclose personal information overseas.
To ensure that the personal information we collect is accurate, up-to-date, and complete we do one or more of the following (where practicable and relevant):
The accuracy of your information is of course largely dependent on what you provide us. To make sure we have got your most current and accurate details, please let us know when your information changes (e.g. if you change your name or move to a new house).
The security of your personal information is a high priority for us. We take reasonable steps to protect it from misuse, interference, and loss, and from unauthorized access, modification, or disclosure. Some of the ways we do this are:
We may send you direct marketing communications and information about our products, services, discounts, competitions, and special promotions that we consider may be of interest to you.
We may do this via email, telephone, SMS, mail, or any other electronic means.
We will always let you know that you can opt-out from receiving our marketing offers and will provide easy-to-follow steps to do so.
You have the right to ask for access to personal information that we hold about you and ask that we correct that personal information. You can ask for access or correction by contacting us and we must respond within 30 days. If you ask, we must give you access to your personal information, and take reasonable steps to correct it if we consider it is incorrect, unless there is a law that allows or requires us not to.
We will ask you to verify your identity before we give you access to your information or correct it, and we will try to make the process as simple as possible. If we refuse to give you access to, or correct, your personal information, we must notify you in writing setting out the reasons why.
If we make a correction and we have disclosed the incorrect information to others, you can ask us to tell them about the correction. We must do so unless there is a valid reason not to.
If we refuse to correct your personal information, you can ask us to associate with it (for example, attach or link) a statement that you believe the information is incorrect and why.
If you have an inquiry or a complaint about how we handle your personal information, we want to hear from you. Please let us know about your concerns in one of the following ways:
We are committed to resolving your complaint and doing the right thing for our customers. Most complaints are resolved quickly, and you should hear from us within five business days.
If you are not satisfied with our response you may ask for a review by a more senior officer within GH (if that has not already happened).
If you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with the Office of the Australian Information Commissioner: