Privacy policy

Dear Letterman ACN 619 277 244 (“Dear Letterman”, “we”, “our” and “us”) is committed to providing quality services to its customers (“Customers”, “customers”, “you” and “your”) and this policy outlines our ongoing obligations to you in respect of how we manage your personal information. “Personal Information” means information or opinion about an identified individual, or an individual who is reasonably identifiable in accordance with section 6 of the Privacy Act 1988 (Cth).

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

Some capitalised terms in this policy are defined in our Terms and Conditions found on DearLetterman.com.au. This policy forms part of our Terms and Conditions.

1. The kinds of information we collect and hold

Depending on the particular circumstances, we may collect and hold a range of different information about you.

• Individually identifiable information

The types of individually identifiable information we collect will depend on the purposes(s) for which we are collecting it. For example, we may ask for:

• your name;
• contact details;
• identification information;
• history records of your communication and interaction with us;
• details or history of preference, interests and behaviour relation to transactions, products, services and activities on our Site;

As well as other similar Personal Information that is needed to register or subscribe you to our services or offers. If we ever ask for significantly different information, we will inform you. If you do not provide certain requested Personal Information to us, we may not be able to provide you with access to and use of the Site, provide you with access to our other products and services, or to fulfil one or more of our functions and activities applicable to you.

• Non-identifiable information

Non-identifiable information is data that have never been labelled with individual identifiers or from which identifiers have been permanently removed, and by means of which no specific individual can be identified. When you visit the Site, our servers may automatically record non-identifiable information that your browser sends. This data may include:

• your computer’s IP address;
• browser type;
• webpage you were visiting before you came to our Site;
• the pages within www.dearletterman.com.au that you visit; and
• the time spent on those pages, items, and information searched on our Site, access times, dates and other statistics.

Non-identifiable information is collected for analysis and evaluation in order to help us improve our Site and the services and products we provide. This data will not be used in association with any other Personal Information

1. How we collect your information

We may collect your information in a number of ways, including:

• Directly from you, including but not limited when you:

• browse our Site;
• save an item;
• register on our Site;
• log into the Site once registered;
• make a purchase from us;
• contact our customer care, either about an order or for any other reason;
• click on Dear Letterman banners, hyperlinks or plugins;
• interact with us on our social media; or
• have a conversation with our team members
  • From third parties such as our related entities, business or commercial partners, and
  • From publicly available sources of information.

As much as possible or unless provided otherwise in this Privacy Policy or a notification, we will collect your personal information directly from you. Most often, this personal information will be collected from you in connection with a purchase you make from us (whether online or in-store).

When you engage in certain activities online or in-store, such as entering a contest or promotion, filling out a survey or sending us feedback, we may ask you to provide certain information. It is completely optional for you to engage in these activities.

Depending upon the reason for requiring the information, some of the information we ask you to provide may be identified as mandatory or voluntary. If you do not provide the mandatory information or any other information we require in order for us to provide our products or services to you, we may be unable to provide our products or services to you in an effective manner, or at all.

In the event we collect personal information from you, or a third party, in circumstances where we have not requested or solicited that information (known as unsolicited information), and it is determined by Dear Letterman (in its absolute discretion) that the personal information is not required, we will destroy the information or ensure that the information is de-identified.

We may also collect information from you online. See more information in clause 6.

1. How we hold your Personal Information

We may store your Personal Information in hard copy or electronic format, in facilities that we own and operate ourselves, or that are owned and operated by our services providers. We take the privacy and security of your Personal Information seriously and we use a number of procedures and processes to ensure, where possible, the security and integrity of your Personal Information.

We protect your Personal Information by:

• Restricting access to Personal Information;
• Maintaining technology products to prevent unauthorised computer access;
• Securely destroying your Personal Information when it is no longer needed for our record retention purposes.

To further secure your credit card, we also don’t keep details of your credit card information, including the security code (or CCV number) that you need to input in order to complete an order using your credit card.

However, no data transmission over the internet can be guaranteed as completely secure. Once any information is in our possession, we will take reasonable steps to protect that information from misuse, loss, unauthorized access, and modification or disclosure. While we strive to protect such information, we cannot guarantee 100% the security of any information (personal or other) you transmit to us. Therefore, we will not be liable for any breach of security or unintended loss or disclosure of information due to the Site being linked to the Internet.

1. How we use your information

We use your information in a number of different ways — what we do depends on the information. The tables below set this out in detail, showing what we do, and why we do it.

Your name and contact details

How we use your name & contact details	Why?
Deliver your purchases to you	In order to perform our contract with you
Send you service messages by text, e-mail or through our app, such as order updates	In order to perform our contract with you
Sending you information by email, SMS, or post, about our new products and services	To keep you up to date. We only send this with your permission
Fraud prevention and detection	To prevent and detect fraud against either you or Dear Letterman
Showing you DearLetterman.com.au adverts as your browse the web	So you can see our latest products and deals
Finding out what you and other customers like	To ensure we are giving you what you want

 

Your date of birth information

How we use your date of birth	Why?
Fraud prevention and detection	To prevent and detect fraud against either you or Dear Letterman

Your gender information

How we use your gender information	Why?
To direct you to the right part of our website	To get you to the products that you want faster

Your payment information

This means your bank card’s security/CVV code. We do not keep these details.

How we use your payment information	Why?
Take payment, and give refunds	In order to perform our contract with you
Fraud prevention and detection	To prevent and detect fraud against either you or Dear Letterman

Your contact history with us

What you’ve said to us — for example, over the phone, on instant chat, or on social media.

How we use your contact history	Why?
Provide customer service and support	In order to perform our contract with you
Train our staff	So that, when you contact us, you get the best possible customer service

Purchase history and saved items

What you’ve bought and what you’ve stored in your basket for another time

How we use your purchase history and saved items	Why?
Sell you things	In order to perform our contract with you
Provide customer service and support, and handle returns	In order to perform our contract with you
Finding out what you and other customers like	To ensure we are giving you what you want.

Information about your phone or laptop, and how you use our website and app

Information you give us when you browse our site or use our app, including your IP address and device type and, if you choose to share it with us, your location data, as well as how you use our website and app.

How we use information about your phone or laptop, and how you use our website and app	Why?
Improve our website and set default options for you (such as language and currency)	To give you the best possible shopping experience
Protect our website	To prevent and detect fraud against either you or Dear Letterman and to meet our legal obligations about looking after your data

Information from accounts you link to us

What we do if you link your social media accounts to us

How we use information from accounts you link to us	Why?
To enable you to log into our website simply and easily without having to create a specific account	To make it easier for you to use DearLetterman.com.au
To provide product recommendations	So you can quickly identify things which you may like

Your responses to surveys, competitions and promotions

How we use your responses to surveys, competitions and promotions	Why?
Run the survey, competition or promotion	In order to perform our contract with you and so you can enter the competition

You don’t have to give us any of this personal information but if you don’t, you may not be able to buy from the site, and you are unlikely to receive our optimal overall customer experience.

We also anonymise and aggregate personal information (so that it does not identify you) and use it for purposes including testing our IT systems, research, data analysis, improving our site and app, and developing new products and services. We also share this information with third parties.

We collect aggregated information about you which informs us about our users. The browser information we collect is used in an aggregated, anonymous manner in our internal analysis of traffic patterns within our Site. This information is used by us to administer and improve our education and training products and services.

1. When we disclose your information

We engage a range of third parties to provide services and perform business support functions for us. Some of those third parties need access to Personal Information in order to provide the services or perform the functions we require. Therefore, we may disclose your information to these third parties to:

• assist us in providing products and services you have requested, such as delivery service providers and fulfilment managers;
• conduct market research and marketing strategy analysis; and
• manage or develop our business and corporate strategies and functions.

Where we share your Personal Information with third party service providers, they will be contractually bound to use the information only for the purposes of providing the services or performing the functions required by us and to store the information securely, for example, storing in non-human readable form to ensure the security of your information.

We may disclose personal information to overseas recipients, who are located in other countries or jurisdictions depending on the nature of the services those recipients provide to us (for example storing data via a cloud service, or where our customer relationship management system is hosted on servers located overseas, or where delivery address information for online orders or payment is managed via a third party located overseas).

By submitting your personal information to Dear Letterman, you expressly agree and consent to the disclosure, transfer, storing or processing of your personal information outside of Australia. In providing this consent, you understand and acknowledge that countries outside Australia do not always have the same privacy protection obligations as Australia in relation to personal information. However, we will take steps to ensure that your information is used by third parties securely and in accordance with the terms of this Privacy Policy.

The Privacy Act 1988 requires us to take such steps as are reasonable in the circumstances to ensure that any recipients of your personal information outside of Australia do not breach the privacy principles contained within the Privacy Act 1988. By providing your consent, under the Privacy Act 1988, we are not required to take such steps as may be reasonable in the circumstances. However, despite this, we acknowledge the importance of protecting personal information and have taken reasonable steps to ensure that your information is used by third parties securely and in accordance with the terms of this Privacy Policy.

1. Cookies

If you use our website, we may utilise “cookies” which enable us to monitor traffic patterns, trends and to serve you more efficiently if you revisit a Dear Letterman website or store. In most cases, a cookie does not identify you personally but may identify your internet service provider or computer.

We may gather your IP address as part of our business activities and to assist with any operational difficulties or support issues with our services. This information does not identify you personally.

However, in some cases, cookies may enable us to aggregate certain information with other personal information we collect and hold about you. Dear Letterman extends the same privacy protection to your personal information, whether gathered via cookies or from other sources, as detailed in this Privacy Policy.

You can set your browser to notify you when you receive a cookie and this will provide you with an opportunity to either accept or reject it in each instance. However, if you disable cookies, you may not be able to access certain areas of our websites or take advantage of the improved web site experience that cookies offer.

1. How to access or correct your Personal Information

Under the Privacy Act, individuals have a right to complete access to their records. You may ask us in writing to provide you with details of the Personal Information we hold about you. We will endeavour to process your request as soon as practicable.

You can update your Personal Information anytime by accessing your account on the Site. If you wish for your Personal Information to be removed from our database, please contact us at [insert your email]

1. How to make a complaint about a breach of privacy

If you wish to exercise any of your rights under this Privacy Policy, have any questions, comments or complaints regarding our practices, or if you are of the view that we have not adhered to this Privacy Policy, you can contact us by email to [insert your email]. You can find more information about privacy and the protection of your Personal Information on the website of the OAIC at https://www.oaic.gov.au/.

1. Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.

1. Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

1. Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

1. Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

1. Your rights

You have a lot of rights relating to your Personal Information:

• The right to be informed about how your Personal Information is being used
• The right to access the Personal Information we hold about you
• The right to request the correction of inaccurate Personal Information we hold about you
• The right to request that we delete your data, or stop processing it or collecting it, in some circumstances
• The right to stop direct marketing messages and to withdraw consent for other consent-based processing at any time
• The right to request that we transfer or port elements of your data either to you or another service provider
• The right to complain to your data protection regulator.

1. Changes to this Policy

Please note that this Privacy Policy forms part of the Terms and Conditions for use of the Site and forms part of the agreement between you and us. We may, from time to time, amend this Privacy Policy, in whole or part, in our sole discretion. Any changes to this Privacy Policy will be effective immediately upon the posting of the revised Privacy policy on the Site. Depending on the nature of the change, we may announce the change on the Site or by email if we have your email address. However, in any event, by continuing to use the Site following any changes, you will be deemed to have agreed to such changes. If you do not agree with the terms of this Privacy Policy, as it may be amended from time to time, in whole or party, you must terminate your use of the Site.