Privacy Policy
PRIVACY STATEMENT
In handling your personal information, Diploma World Travel Service is committed to complying with the Privacy Act 1988 and the National Privacy Principles (NPP's).PROTECTING YOUR PRIVACY
Protecting your privacy and the confidentiality of your personal information in a secure and controlled way is extremely important to us.We understand the importance of privacy to our customers and that is why we are committed to ensuring that our systems and procedures protect your personal information.
The Diploma World Travel Service Privacy Policy seeks to provide a clear and concise explanation of how and when we collect, use and store personal information from customers.
This Privacy Policy covers the entire operations of Diploma World Travel Service including our web site.
COLLECTION OF PERSONAL INFORMATION
We collect personal information from you when you request information on travel and subsequent travel bookings. As a result, we collect most personal information directly from you.The type of information collected and stored by Diploma World Travel Service generally includes your name, address, age, date of birth, telephone number, travel reward program numbers (i.e. frequent flyers), e-mail address, fax number and product and service preferences. In certain circumstances we may also collect sensitive information such as health details. Sensitive information will not be used by Diploma World Travel Service for any other purpose than that for which it is collected.
USE OF PERSONAL INFORMATION
We collect information from you to enable us to:- provide a service to you;
- provide you with the products and services you require; and
- provide you with information about products and services available to you from Diploma World Travel Service and associated businesses including information about discounts, competitions and special offers.
- increasing our relationship with you;
- internal accounting and administration;
- regulatory reporting and compliance;
- protecting you and Diploma World Travel Service from error and fraud;
We do not use your tax file number (TFN), pension number, Medicare number or any other Commonwealth agency identifier as your account, policy or application number. We only use and disclose these numbers for the purposes required by law.
ANONYMITY
Where it is lawful and practicable, the Privacy Principles provide that individuals must have the option of not identifying themselves (ie remaining anonymous) when entering into transactions with an organisation. Due to the nature of the business conducted between you and Diploma World Travel Service, anonymity is not always possible.PROVIDING YOUR PERSONAL INFORMATION TO OTHER PARTIES
In providing products and services to you it may be necessary for us to provide your personal information to other organisations with whom we conduct business.
Such organisations include related entities, solicitors and legal advisors, accountants and auditors, printers and mailing houses, insurers, marketing consultants, rewards programs and Government Agencies which regulate our products and services or require us to carry out our legal obligations.
Your personal information is only provided to those entities to the extent necessary to enable us to provide our products and services to you and to the extent required by law.
Diploma World Travel Service undertakes not to sell, rent or trade your personal information to any other party.
We have a duty to keep all personal information we hold about you.
We will not disclose information about you unless the disclosure is:
- Compelled by Law – for example, various Government departments and agencies have the power to order us to disclose information on your accounts and disclosure to the Courts under subpoena.
- Authorised by Law – for example, where a crime, fraud or misdeed is committed or is suspected, and disclosure in the public interest and against the member’s rights to confidentiality is justified.
- In Diploma World Travel Service’s Interest – for example, disclosure to a Court in the event of legal action to which Diploma World Travel Service is a party.
- With your Consent – you have consented to our disclosing the information about you.
Your consent is important, and can be expressed or implied.
- Your express consent can be verbal or written.
- Your implied consent can be taken when we can reasonably conclude that you have given consent by some action you take, or when you decide not to take action. For example, if you use our telephone service, and continue the call after hearing the recorded message telling you that the call may be monitored or recorded for training purposes you have given us your implied consent to monitor or record your call.
MARKETING INFORMATION
If you consent to us doing so, we may provide you with information from time to time about new products and services available to you from Diploma World Travel Service, or other businesses with whom we have a relationship.
Your consent to our providing this information to you will be implied unless you notify us that you do not wish to receive this information. You may do this by contacting our Privacy Officer and advising that you do not wish to receive marketing information.
WHAT IF YOU DO NOT WISH TO PROVIDE US WITH INFORMATION?
In order to provide products and services to you we require information about you. If you do not provide us with all of the information we require, we may be unable to process your booking or provide products and services to you.
KEEPING YOUR PERSONAL INFORMATION UP TO DATE
If we have accurate personal information about you, it enables us to provide you with the best possible service.
We take reasonable steps to ensure that your personal information is accurate, complete and up-to-date whenever we collect or use it.
We will collect personal information. If you find that current personal information we hold about you is inaccurate, incomplete or out-of-date, please contact us immediately and we will correct it.
ACCESSING YOUR INFORMATION
Under the Privacy Act, you have a right to access personal information we hold about you.
Diploma World Travel Service shall, on request, provide you with information we hold about you which is readily accessible and which may lawfully be provided. Diploma World Travel Service requires that you, as clearly as possible, identify the information requested and where it may be located.
If the information is incorrect, you have the right to require us to amend this information.
Diploma World Travel Service may recover from you its reasonable cost of supplying you with this information. Diploma World Travel Service will advise you of the anticipated cost before retrieval and/or copying of the documentation is undertaken. Your request to provide information will be dealt with in a reasonable time, usually 10 days from the date of request.
STORING YOUR PERSONAL INFORMATION SECURELY
We protect any personal information that we hold from misuse and loss. We also protect it from unauthorised access, modification and disclosure.
Only authorised users can access your personal information and access is only for approved purposes.
Your personal information may be stored in hardcopy documents, as electronic data, or in Diploma World Travel Service’s software or systems.
We maintain physical security over our paper and electronic data stores and premises, such as locks and security systems.
We also maintain computer and network security; for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to computer systems.
DIPLOMA WORLD TRAVEL SERVICE SECURITY POLICY
We have comprehensive security policies and procedures documented in our internal security policy. Your personal information will be recorded, amended and deleted only by authorised means. In addition, all employees sign confidentiality agreements as a condition of working for Diploma World Travel Service.
WEB SITE SECURITY AND PRIVACY
The Internet has rapidly changed the way we do business – it allows Diploma World Travel Service to provide services and details of offers that you can access from the convenience of your own home or office.
We understand that you may be concerned about the confidentiality and security of the personal information we collect about you online. Accordingly, we have systems in place to ensure our online dealings with you are as secure and confidential as your dealings with us in person, or on the telephone.
Should you access the ‘contact us’ section of our website and enter your details the data is returned to our server under an encryption program that is meaningless to anyone else. Network security includes firewall and virus protection and network intrusion detection systems.
COOKIES
What are cookies and what are they used for?
Internet cookies are small strings of text placed on users’ hard drives during the exchange of data that happens when a browser points to a Web site. Cookies are random data tags to identify you as a distinct, unnamed visitor to our Internet site. Cookies have no way of disclosing your name or any personal information.
Cookies can store a password or ID that some Internet sites require, freeing you from typing them in every time you land on the site. They can also remember preferences you enter and then tailor a site to each user’s unique tastes.
What does Diploma World Travel Service use cookies for?
Diploma may use cookies to track where users go on our site. Our cookies embed a random identifying number on each user’s browser. Then we note where your number shows up on our site. The data lets us determine what content people like and where to put things to make them easy to find.
Diploma sets one cookie on the web site. We tag your browser when you first hit our site. But, if you refuse our request to place a cookie, we’ll keep asking to place one every time you move through our site. It’s not that we set a lot of cookies, we’ve just programmed our site to set the cookie whenever an untagged user moves to any screen.
Diploma may decide to use a cookie to track user traffic patterns on our site. Our cookies simply identify your browser with a number so we can separate out unique users. A lot of sites use cookies, but not a lot of them explain why. We want you to know where we stand on cookies, how ours work and what we use the resulting data for. If our policies on cookies change, we will advise you accordingly on our website.
RESOLVING YOUR CONCERNS
We respond quickly to complaints. If you believe that the privacy of your personal information has been compromised, you are entitled to complain. We will respond to your complaint as soon as possible but within 2 working days, to let you know who is responsible for managing your complaint. We will try to resolve the complaint within 10 working days. When this is not possible, we will contact you within that time to let you know how long we estimate it will take to resolve the complaint.
We have also appointed a Privacy Officer who will objectively and impartially investigate your complaint if you are dissatisfied with our internal complaints process.
If we refuse to give you access to the personal information you request we will, under the NPP’s, provide you with reasons for our refusal.
HOW TO MAKE A COMPLAINT
If you have a complaint, contact the person that you have been dealing with. We will take responsibility for your complaint at the point where the problem occurs. If your complaint is not resolved to your satisfaction, you can then contact our Privacy Officer between 8.30am and 5pm local time, to deal with your complaint.
Phone: (07) 3842 6255
Mail: Privacy Officer
Diploma World Travel Service
454 St Pauls Terrace
FORTITUDE VALLEY 4006
Fax (07) 3854 1273
Email carolinecox@diplomatravel.com.au
CHANGES TO THIS POLICY
Diploma World Travel Service may make changes to this Privacy Policy from time to time for any reason. We will publish those changes on our web site.
NEED MORE INFORMATION?
If you have a query on how your personal information is collected and used, or any other query relating to Diploma World Travel Service’s Privacy Policy, call the Privacy Officer on 3842 6255 or Diploma World Travel Service on 1800 805071 8.30 am to 5 pm EST, Monday to Friday.
NSW Lic. No 2TA003633, QLD Lic. No 766, SA Lic No. TTA174837 Edition 2 19/01/04