How we handle your personal information:

1. Your privacy is important to us.

We know that how we collect, use, exchange and protect your information is important to you, and we value your trust. That is why protecting your information and being clear about what we do with it is a vital part of our relationship with you.

Please be aware that if you are a customer of the overseas subsidiary of Change Enablement Pty Limited, namely Change Enablement (HK) Limited, then the privacy law applies in both jurisdictions of Australia and Hong Kong. Legal obligations are governed by the Privacy Act 1988 (Australia) and by the Privacy Commissioner for Personal Data (Hong Kong).

2. Information we collect.

Information we collect from you. We collect information about you and your interactions with us, for example when you request or use our products or services, phone us or visit any of our websites. When you use our website or mobile applications we may collect information about your location or activity including IP address, telephone number and whether you’ve accessed third party sites. Some of this website information we collect using Cookies. The information we collect from you may include your identity and contact details.

3. How do we use your information?

We collect, use and exchange your information so that we can:

establish your identity and assess applications for products and services

price and design our products and services

  • administer our products and services
  • manage our relationship with you
  • manage our risks and help identify and investigate illegal activity, such as fraud
  • contact you, for example if we suspect fraud on your account or need to tell you something important
  • conduct and improve our businesses and improve the customer experience
  • comply with our legal obligations and assist government and law enforcement agencies or regulators
  • identify and tell you about other products or services that we think may be of interest to you.

We may also collect, use and exchange your information in other ways where permitted by law.

4. Gathering and combining data to get insights

Improvements in technology enable organisations, like us, to collect and use information to get a more integrated view of customers and provide better products and services.

Change Enablement Pty Limited and Change Enablement (HK) Limited may combine customer information it has with information available from a wide variety of external sources (for example the Australian Bureau of Statistics data or the Census and Statistics Department (Hong Kong)).

5. Who do we exchange your information with?

We exchange your information with other members of the Change Enablement Group, so that the Group may adopt an integrated approach to its customers. Group members may use this information.

Third parties

We may exchange your information with third parties. If you register as a participant of one of the Prosci certification programs, Change Enablement (HK) Limited shares participants’ contact information it collects with Prosci, Inc., for documentation and certification tracking purposes. Prosci is under contractual obligations to keep this information confidential and will not share this information for marketing or any other purpose.

Third parties include:

  • Prosci Inc.
  • Those to whom we outsource certain functions, for example, information technology support
  • Government and law enforcement agencies or regulators
  • Entities established to help identify illegal activities and prevent fraud.

6. Sending information overseas

The Change Enablement Group use systems and customer service teams located in both Australia and Hong Kong.

From time to time though, Change Enablement Pty Limited may send your information overseas, including to overseas Group members and to service providers or other third parties who operate or hold data outside Australia. Where we do this, we make sure that appropriate data handling and security arrangements are in place. Please note that Australian law may not apply to some of these entities.

We may also send information overseas to complete a particular transaction, such as an International Money Transfer, or where this is required by laws and regulations of Australia or another country.

We keep your hard-copy or electronic records on our premises and systems.

Taking precautions with overseas transfers and third parties – When we send information overseas or use third parties that handle or store data, we ensure that appropriate data handling and security arrangements are in place.

7. Staff education

We train and remind our staff of their obligations with regard to your information.

8. System security

When you transact with us on the internet via our website or mobile apps we encrypt data sent from your computer to our systems. We have firewalls, intrusion detection systems and virus scanning tools to protect against unauthorised persons and viruses accessing our systems. When we send your electronic data outside the Group we use dedicated secure networks or encryption.

9. Destroying data when no longer required

Where practical, we keep information only for as long as required (for example, to meet legal requirements or our internal needs).

10. Can I get access to my information?

You can ask for access to your basic information by contacting us.

How long does it take to gain access to my information?

We try to make your information available within 14 days of your request. Before we give you the information, we’ll need to confirm your identity.

11. Making a privacy complaint.

We’re here to help

We accept that sometimes we can get things wrong. If you have a concern about your privacy, you have a right to make a complaint and we’ll do everything we can to put matters right.

12. How do I make a complaint?

To lodge a complaint, please get in touch with us using your point of contact or one of the customer service teams. We’ll review your situation and try to resolve it straight away

How do we handle a complaint?

We acknowledge every complaint we receive and provide our name, a reference number and contact details of the investigating officer. We keep you updated on the progress we’re making towards fixing the problem. Usually, it takes only a few days to resolve a complaint. However, if we’re unable to provide a final response within 14 days, we’ll contact you to explain why and discuss a timeframe to resolve the complaint.