Privacy Policy

This Privacy Policy applies to HG Retail Pty Ltd ACN 601 949 286 and each of its related entities (collectively referred to as HG Retail). When you see “we”, “us” and “our” in this policy, it refers to each of the HG Retail entities.

The Privacy Policy sets out our practices in relation to the collection, use and disclosure of your personal information, which you may disclose to us either through your conduct on our websites, or by purchasing our goods or services.

We may change this Privacy Policy at any time. Please check this page periodically to inform yourself of any changes.

Information Collected

The nature of the personal information we collect and hold, and where it comes from, will vary according to the circumstances in which we are dealing with you, including on how you use the facilities offered on our websites.

Personal information may include:

  • your name, date of birth, residential and business addresses, telephone numbers, email and other electronic addresses;
  • billing information including credit card number, cardholder name and card expiration date;
  • username and password;
  • IP address, information identifying your device and website;
  • other information collected in the conduct of our business.

If you visit an unsecure area of our websites (that is, an area where you are not required to log on) to read, browse or download information, our system will record the date and time of your visit, the pages viewed, and any information downloaded. However, our systems will not record any personal information.

Holding Personal Information

We may hold your personal information in physical form or in electronic form on our systems or the systems of our service providers.

Our systems and procedures are designed to prevent your personal information from being accessed by unauthorised personnel, lost or misused.   If you reasonably believe that there has been unauthorised use or disclosure of your personal information please contact our Privacy Officer (details below).

If we no longer need your personal information we will, take reasonable steps to destroy or securely delete your personal information in accordance with our document retention policy, unless we are required under Australian law or a court or tribunal order to retain it.

Where appropriate or required, we will require our service providers that hold and process such information on our behalf to follow appropriate standards of security and confidentiality.

Information Sharing and Disclosure

We reserve the right to disclose your personal information (including your name, title, date of birth and contact details) in special circumstances where we have reason to believe it is necessary to continue providing the same or similar goods and service or communications to you, including when we are required by law to make such a disclosure, when we believe that disclosure is necessary to protect or enforce our rights or the rights of our related companies, if we are engaged in a dispute or a court proceeding, or where there is a court order in place which requires us to disclose such information.

We reserve the right to use personal information about you in connection with:

  • monitoring and evaluating our goods and services;
  • assisting you with queries about your account;
  • taking measures to detect and prevent fraudulent conduct;
  • to monitor who is accessing our websites or purchasing goods or using services offered on our websites;
  • to send you information about the goods and services offered on our websites and other goods and services we offer;
  • to personalize the goods and services offered on our websites;
  • for statistical analysis; and
  • for security purposes.

Disclosures of personal information to third parties

We may disclose your personal information to other organisations but only in relation to providing our goods and services to you. 

We take reasonable steps to ensure that these organisations are bound by privacy obligations in relation to the protection of your personal information.

We obtain services from other external service providers, some of which may be located outside Australia, and your information may be provided to them for this purpose.   We may also need to disclose your personal information to third parties for the purposes of providing goods and services to you. 

Third parties to whom we disclose your personal information may include:

  1. our related entities;
  2. service providers;
  3. regulatory bodies in Australia and overseas;
  4. legal, financial and other advisors;
  5. distributors;
  6. debt collectors;
  7. organisations wishing to acquire an interest in any part of our business from time to time; and
  8. other information providers.

Some of these recipients may be located outside Australia. It is not reasonably practicable to list all of the countries to which your information may be transmitted from time to time.

We will not adopt, use or disclose a government related identifier unless permitted by the Privacy Act.

We take reasonable steps to ensure that these organisations are bound by privacy obligations in relation to the protection of your personal information.

We may also arrange for contractors to provide hosting and operational services in relation to our websites. We will take reasonable steps to ensure that those contractors will comply with the terms of this Privacy Policy and all applicable laws relating to privacy of personal information.

We reserve the right to communicate your email address to social networks in order to identify whether you are already a user of the concerned social network and in order to post personalised, relevant adverts on your social network account if appropriate.

Confidentiality and Security

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. However, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Further, submissions made via email are not protected by encryption and may be vulnerable to interception during transmissions. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security. We will not be held responsible for events arising from unauthorized access to your personal information. To the fullest extent permitted by law, we disclaim all responsibility for all negligent acts that may result in disclosure of your personal information.

Accessing your personal information

You are entitled under the Privacy Act to access personal information we hold about you by contacting our Privacy Officer (details below).

Should you require access to your personal information, please request access and be specific about the information you require.

We will need to validate the identity of anyone making an access request, to ensure that we do not provide your information to anyone who does not have the right to access that information.

Gaining access to your personal information and credit information is subject to some exceptions allowed by law. Factors affecting a right to access include where:

  • we reasonably believe that access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety;
  • access would have an unreasonable impact on the privacy of others;
  • the request for access is frivolous or vexatious;
  • the information relates to a commercially sensitive decision-making process;
  • access would be unlawful;
  • denying access is required or authorised by or under an Australian law or a court/tribunal order;
  • access would prejudice enforcement activities or the taking of appropriate action in relation to unlawful activity or serious misconduct;
  • the information relates to existing or anticipated legal proceedings between you and us and would not be accessible by the process of discovery; or
  • the information would prejudice negotiations with you.

There is no charge for making an access request.  Your request will be dealt with in a timely manner.

Correcting your information

We take all reasonable precautions to ensure that the personal information we collect, use and disclose is accurate, complete, up-to-date and relevant.

If you believe that this is not the case in relation to any personal information we hold about you, you have the right under the Privacy Act to request that we correct that information. Please contact the Privacy Officer in this instance.

If we do not agree with a request to correct information we hold in relation to you we will give you notice in writing as to our reasons and the mechanisms available to you to complain about our decision.

You may also request us to associate a statement with that information to the effect that the information is inaccurate, out-of-date, incomplete, irrelevant or misleading so that it is apparent to users of the information.

When contacting us, you have the option to either not identify yourself or to use a pseudonym. However, this will not apply if it is impracticable for us to communicate with you that way or if we are required or authorised under Australian law (or a court or tribunal order) to only deal with individuals who have identified themselves.

We will attempt to resolve your correction requests in a timely manner. If we need more time to resolve your request we will notify you in writing as to the delay and seek your agreement to a longer period.

There is no cost involved for you to make a correction request or for the correction of your information.

Website

Our websites uses “cookies” to interact with your Internet browser. The purpose is to provide you with better and more customized service and with a more effective website.

A “cookie” is a small text file that our web server places on the web browser on your computer. The web server can retrieve that cookie at a later time. Cookies are frequently used on websites. You can choose if and how a cookie will be accepted by configuring the preferences and options in your web browser.

If you wish to make full use of our websites, it will be necessary for your web browser to accept cookies.

Our websites may integrate and link with social media sites such as Facebook, Instagram and others. You should review the privacy policy of these sites if you wish to share or like content on these services. If you are a member of (or sign up with) a social media site, the interfaces with our websites may allow the social media site to connect your visits to this site with other Personal Information. We may use this information to provide advertising that is more relevant to your interests.

Direct marketing 

We may use personal information about you for the primary purpose of providing you with our goods and services. We may also use it for other purposes for which you might reasonably expect us to use that information.  This includes marketing our business and sending you information about new developments, goods, services and special offers by post, telephone or any form of electronic communication. You authorise us to use any email address or other contact information you provide to us at any time for this purpose.

You agree and acknowledge that even if you opt out of receiving marketing material, we will still send you essential information that we are required to send you relating to the goods and services we provide.

Complaints and disputes

If you have reason to believe that we have not complied with our obligations under the Privacy Act in relation to your personal information, please contact our Privacy Officer.

You will receive an acknowledgment of your complaint as soon as practicable and in any case within seven (7) days after we receive it.

We will investigate all complaints and aim to resolve them within thirty (30) days. If we cannot resolve your complaint within this period we will notify you as to the reasons why, specify a date when we expect a resolution and seek your agreement to extend this 30 day period (if you do not agree, we may then not be able to resolve your complaint).

If we find a complaint justified, we will resolve it. If necessary, we will change policies and procedures to maintain our high standards of performance, service and client care.

If you are not happy with the way your privacy-related complaint is being handled, you can also contact the Privacy Officer using the contact details below.

Contact:

If you wish to find out more information, or raise any specific or general concerns, about our Privacy Policy and privacy practices, the contact details are as follows:  

Att: Privacy Officer
Unit 5, 14-28 Dunhill Crescent
Morningside Qld 4170