MasterCall Industries AND THEIR PARTNER COMPANIES

For Franchisers, Franchisees, and clients of the MasterCall Industries Franchising Group.

Why MasterCall Industries collects personal data and how it may be used.

Personal information refers to information we have about you from it your identity can either be reasonably be determined or is apparent which may include, however, not limited to your names, telephone number, address, photograph, and email address.

Generally, MasterCall Industries together with its Franchisors, Franchisees, contractors, and Call Centres within the MasterCall Industries Franchising Group will collect personal data directly from you, and only to the necessary extent.

We may collect personal data from you when:

• You’re filling in application forms;
• dealing with us via telephone;
• email us;
• asking us to get in touch with you after you’ve visited our website; or
• have in-person contact with us.

The “us” referenced in each instance mentioned above includes Franchisees, Franchisors, contractors or the Call Centres that we mention in this document as MasterCall Industries Partner Companies or MasterCall Industries Franchising System.

We keep your personal information in hard copy or electronically.

We will be fair and use lawful means to collect your personal data from you and not in an unreasonable and intrusive way. We may only use your personal information for the specific purpose that you furnished it which is that we provide you our services or for a purpose directly related like permitted by law or required or with your permission. To enable us to provide you those services, we may disclose your information only to the relevant entities that are part of the MasterCall Industries Partner Companies or Group Franchising System.

MasterCall Industries will not disclose your private information with other Companies outside the MasterCall Industries Partner Companies or MasterCall Industries Franchising System unless you provide us your consent, or when sharing is otherwise permitted or required by law, or where it is required temporarily.

MasterCall Industries will not share your private information with any overseas recipients. When we on a temporary basis provide private information to organisations that carry out services for us, such like expert information technology companies and other contractors, we require that those companies protect your personal data as diligently as MasterCall Industries does.

Your choices and rights

You may use a pseudonym or anonymously or interact with us where practicable and lawful.

You may request to access the personal information you have provided, and the right to update or correct your personal information. But, this right is dependent on certain exceptions permitted by law (see point number 4).

You may inform us to withdraw any previous consent you may have provided on receiving marketing communications from us.

You may get in touch with us on the given telephone number: 1300 850 849 or on email address: Sales@MasterCall.com.au. Please address your communications to “Privacy: Legal Department”.

Your privacy and Direct marketing

Every now and then we may use the private information collected from you to determine particular MasterCall Industries services that we believe might be of your interest. We might then correspond with you by phone, electronically, or in hard copy letting you know about the services and ways in which they will benefit you. 

We always will give you the choice of opting out of getting such information in the future.

Surveys

On occasion, we might use the personal data we gather from you to carry out surveys on your opinion regarding our services. MasterCall Industries will always provide you with the choice of opting out of taking part in such surveys.

Your Privacy Choices And Preferences

Each personalised marketing contact made or sent to MasterCall Industries will offer a mode by which clients may choose to opt out of getting further marketing information.

You may inform us when preferred, that we withdraw any previous permission you provided to get survey or marketing communications from us.

Information sharing

We have an obligation to keep the privacy of all private information we have about you. However, some exceptions will apply. For instance, where revelation of your personal data is:

• required or authorised by law

e.g. Revealing to different government agencies and departments such like the Australian Taxation Office, Child Support Agency, CentreLink, or disclosure under subpoena to courts.

• in the interest of the public

e.g. where fraud, crime, or misdemeanour is suspected or committed and disclosure against the rights of the customer’s confidentiality is justified.

• with your permission

Your permission may be expressed or implied and it may be either written or verbal.

Updating your information

It is unavoidable that some personal data that we hold may become outdated. We may take reasonable measures to ensure that this personal information that we have is accurate and, should you notify us of a details change, we will update our records accordingly.

Access to your personal data

MasterCall Industries will, following your request, and based on applicable privacy laws, grant you access to your private information that is kept by us. However, we may request that you identify, as precisely as possible, the sort/s of data requested. You might be required to present to us your personal identification.

MasterCall Industries will handle your request to grant you access to your private information within a reasonable time – typically within 30 days upon receiving your request. Check point 2 above on ways to contact us in regards to your personal data held by us.

MasterCall Industries does not charge you for placing such a request however, we may regain from you a reasonable cost incurred when furnishing you with the access to the requested information.

Exceptions

The right to accessing your personal data is not absolute. In some occasions, the law authorises us to turn down your request to grant you access to your personal data, such circumstances are where:

• access might pose a real threat to the health or life or of any individual;
• access will have an unjustified impact on others privacy;
• the petition is vexatious or frivolous;
• the information links to anticipated or existing legal proceedings;
• the information associated with a commercially delicate decision-making process;
• access could be unlawful; or
•  access might disadvantage enforcement activities, commercial negotiations or a security function.

Information Security

We are committed to maintaining your trust by securing and protecting your personal information.

We apply appropriate administrative, technical, and physical procedures to protect private information from loss, unauthorised disclosure, alteration or misuse.

We restrict access to private information to persons with a business need accordant to the reason such information was provided.

Transfer of Information including Overseas

Your personal data may be stored on a server in Canada, the United States of America, or Australia. If MasterCall Industries otherwise moves personal information to other countries outside Australia, we may only do so in conformity with all relevant Australian privacy and data protection laws.

Complaints

Privacy Complaint (Information privacy complaints) needs to be directed to the MasterCall Industries Legal Department in 30 Days following the occurrence of the alleged breach.

Privacy Complaints shall be noted in the Privacy Complaints Register.

An associate of the MasterCall Industries Legal Department shall investigate the Privacy Complaint under the supervision of the Chief Operating Officers in consultation with other personnel or any appropriate managers.

The MasterCall Industries Legal Department shall:

1. be a point of contact for any person wanting to lodge a complaint;
2. receive and also ensure acknowledgment of all written Privacy Complaint;
3. ensure to record the complaint in a Privacy Complaint Register;
4. Search for further information, inclusive of any documentation a complainant wishes to add on during the process of investigation;
5. Determine the outcome a complainant seeks following the submitting the complaint (example an apology);
6. See to it the Privacy Complaint is assessed and investigated;
7. ensure to document the investigation process, including interview notes taken and names of the staff consulted;
8. seek legal and/or technical advice from a Legal Professional and /or the Offices of the Australian Information Commissioner as appropriate;
9. upon completing the investigation and seeking legal or technical advice,

make a finding whether to:

• allow the complaint in part; or
• allow the complaint; or
• refuse to allow the complaint; or
• if a complaint is allowed in part or in full, provide a resolution;

Inform the complainant of the outcome in writing.

The reasons for the decision should be outlined. The letter must also inform the complainant of their right to appeal to a Privacy Commissioner should the complainant remain dissatisfied with the reached outcome.

- Privacy Complaints may be made in writing or orally.

Oral Complaints

Oral complaint (for example complaints in person or over the telephone) can be accepted by the Chief Operating Officer or through a delegate (e.g a MasterCall Industries Legal Team member) when such complaints are decided on by the complainant, the Chief Operating Officer and/or a delegate, as able to be resolved in five working days. A note to a file will be registered of the complaint along with the outcome for purposes of record keeping. The Chief Operating Officer or an appointed may determine to confirm such an outcome in writing.

Complex Complaints

Should the Chief Operating Officer or the appointed delegate believe that the complaint requires investigation or is complex, then the complainant shall be invited to present a complaint in writing.

The Chief Operating Officer or the appointed delegate shall assist complainants, when requested or should it appear that a complainant requires help in drafting the complaint.

Time Limit

We shall endeavor to reach a decision on each of the written complaints in a time frame of 20 working days following the day a complaint was received. Discussions may take place with a complainant for a time extension should circumstances indicate this as appropriate (for example the transitory absence of staff conversant with the complaint).

the Privacy Complaints Register

The Chief Operating Officer or the appointed delegate shall open a secured register for keeping account of Privacy Complaints status.

Advice and Assistance

Further assistance and advice are available from MasterCall Industries’ Chief Operating Officer or a Team member from the QEO Legal department on the following telephone 1300 850 849 or email address: Sales@MasterCall.com.au.