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Privacy Policy
Introduction
UHG Trading Pty Ltd T/As Unicare Health (under licence), ABN 66 664 392 054, owns and maintains the Unicare Health website (www.unicare.au), and provides products and services through a range of channels, including – but not limited to – online (our website), in person, by telephone, SMS, live chat, and email.
By using or accessing this online content, or otherwise interacting with Unicare Health (including in person, by phone, by email, or via our website), you acknowledge that you have had the opportunity to read and understand this Privacy Policy.
This Privacy Policy is the official Privacy Policy of Unicare Health. This policy applies to all personal information collected by Unicare Health in connection with our operations, whether collected through our website, in person, by telephone, by email, or through any other interaction with customers, contractors and other third parties. In this policy we explain how and why we collect your personal information, how we use it, and what controls you have over our use of it.
Where this policy refers to “website users”, “online products or services” or similar terms, it should be read as also applying to individuals who interact with us in person, by phone, by email or via other communication channels (to the extent relevant).
We appreciate that you may have certain concerns about how personal information is collected, used and shared. We can assure you that we will always handle your personal information, confidentially, securely, and carefully. Among other things, we comply with all applicable Australian privacy laws.
Definitions
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.
Sensitive information is a special category of personal information (for example, health information). We only collect sensitive information where it is reasonably necessary for our functions or activities and where permitted or required by law. We generally do not collect health information unless required for service delivery.
Collection of Information
1. Some information provided to us by customers, contractors and other third parties might be considered private or personal. We may collect personal information when you interact with us online (including via our website), in person, by telephone, by email, or through other communication channels. We collect information so that we can provide you with a great service. We need this information to deliver products and services to you, to complete transactions on your behalf and to better understand your requirements and preferences. We will only collect such personal information if it is necessary for one of our functions or activities. The kinds of personal information that Unicare Health collects includes:
1.1 names including business names;
1.2 contact details;
1.3 financial information (such as credit card details);
1.4 information about credit history (for credit customers)
1.5 other information you provide to us in the course of dealing with us, which may include sensitive information (including health information) where relevant and permitted by law.
2. In particular, personal information is collected from people in the following situations by Unicare Health:
2.1 If you contact Unicare Health, we may keep a record of that correspondence;
2.2 When you apply for and/or establish and/or access an account or order a product;
2.3 When you conduct certain types of transactions such as cheque purchases or refunds;
2.4 When you submit your e-mail address to our website mailing list;
2.5 When you place an order to purchase or rent goods, we may require you to provide us with contact information including your name, address, telephone number or email address and financial information (such as credit card details);
2.6 When you visit our premises or otherwise interact with our team in person (for example, enquiries, consultations, product demonstrations, installations, deliveries or other service appointments);
2.7 If you call us, we may keep a record of the call (including a recording) where permitted by law. We will inform you at the start of the call, and if you prefer not to be recorded you can ask to continue via an alternative communication channel (for example email);
2.8 When you email us or otherwise communicate with us electronically (for example, via web forms, live chat, SMS or similar messaging);
2.9 When you interact with us via our social media pages or participate in surveys, competitions, feedback requests or market research;
2.10 When information is provided to us by third parties (such as delivery partners, service providers, referrers, credit reporting bodies, or payment processors), where permitted by law.
3. Financial information that is collected, is used by Unicare Health to bill you for products and services. Any financial information that is collected is for the purpose of transaction approval and funds transfer. The financial information we collect from you is kept securely, compliant with all applicable security laws.
4. At or before the time any personal information is collected by us, we will take reasonable steps to ensure that you are made aware of who we are, the fact that you are able to gain access to the information held about you, the purpose of the collection, the type(s) of organisations to which we usually disclose the information collected about you, any laws requiring the collection of the information and the main consequences for you if all or part of the information is not collected.
Payments and Credit card information
5. Credit card information collected is held encrypted in a PCI DSS-compliant system. Credit card details are not visible or accessible (except the last 4 digits) to system users, and can only be used to process payments for goods or services purchased or rented from us via a secure payment processor.
6. Where credit card information is collected via a telephone call, the phone call recording is paused, the card details are entered directly into the encrypted system, and cannot be accessed again (except the last 4 digits) once it has been entered.
7. When your credit card details are used to process payments, we will provide an invoice or receipt which displays the amount charged. We take all reasonable care to ensure the correct amount is charged. Any queries about charges made using your credit card should be directed to:
Unicare Health – Head Office
25 Alexandra Place
BENTLEY WA 6102
Telephone: 1800 656 654
Use of information collected and disclosure of personal information to others
8. We may use or disclose personal information held about an individual for the primary purpose for which it is collected (e.g. provision of our services, including administration of our services, notification to you about changes to our services, record-keeping following termination of our services to you and technical maintenance) – that is, to carry on our business and provide services to our customers.
We may also use such information for a purpose related to the primary purpose of collection and where you would reasonably expect that we would use the information in such a way (e.g. major delivery companies, mail houses and third-party fulfilment contractors). This information is only disclosed to persons outside our business in the circumstances set out in this policy or as otherwise notified to you at the time of collection of the information, or with your permission.
9. In addition we are permitted to use or disclose personal information held about you:
9.1 Where you have consented to the use or disclosure;
9.2 Where we reasonably believe that the use or disclosure is necessary to lessen or prevent a serious, immediate threat to someone’s health or safety or the public’s health or safety;
9.3 Where we reasonably suspect that unlawful activity has been, is being or may be engaged in and the use or disclosure is a necessary part of our investigation or in reporting the matter to the relevant authorities;
9.4 Where such use or disclosure is required under or authorised by law (for example, to comply with a subpoena, a warrant or other order of a court or legal process);
9.5 Where we reasonably believe that the use or disclosure is necessary for prevention, investigation, prosecution and punishment of crimes or wrongdoings or the preparation for, conduct of, proceedings before any court or tribunal or the implementation of the orders of a court or tribunal by or on behalf of an enforcement body.
9.6 Where you have requested a service (e.g. furniture installation, assembly or product rental) and we are required to disclose the information to the third party in order to facilitate the provision of the service.
Anonymity and Pseudonymity
10. You have the option of dealing with Unicare Health anonymously. However, this only applies where it is practicable for Unicare Health to deal with you acting anonymously or under a pseudonym, such as a general enquiry.
Direct Marketing
11. As part of Unicare Health’s functions and business activities and to promote the services we can provide to you, Unicare Health may use personal information that you have provided to us for the purposes of direct marketing. Direct marketing includes, but is not limited to, sending to you and/or contacting you in relation to promotions and information about Unicare Health’s products and services. Generally, we will do so where you have expressed your interest to receive such information. You can opt out of receiving direct marketing communications by using the opt-out link or details provided in the direct marketing communication, or by using the unsubscribe link in an email, replying STOP to an SMS (where available), or contacting us by phone or email to update your preferences.
Other sites
12. We may link to, or interact with you through, third-party websites and platforms (including social media). We do not control their privacy practices, so please review the privacy policy of any thirdparty site or platform you use.
Security and storage
13. We take all reasonable steps to store your personal information securely. After all, it is in our interests to make sure you feel confident shopping with us.
14. Only authorised team members have access to our customers’ personal information. Their access is subject to strict controls and procedures.
15. Our e-commerce sites use a security measure called Secure Sockets Layer (SSL) technology. SSL locks all your critical information in an encrypted envelope, making it extremely difficult for this information to be intercepted. Our SSL technology is the industry standard in Internet security.
16. No data transmission over the Internet can be guaranteed to be 100 percent secure. As a result, while we strive to protect users’ personal information, Unicare Health cannot ensure or warrant the security of any information transmitted to it or from its online products or services, and users do so at their own risk. Once Unicare Health receives your transmission, it makes every reasonable effort to ensure its security on our systems.
17. Personal information is de-identified or destroyed securely when no longer required by us.
18. Unicare Health retains the information you provide to us, to enable us to verify transactions and customer details and to retain adequate records for legal and accounting purposes. This information is held securely in accordance with applicable laws.
Overseas disclosures
19. We may store or process personal information using third-party service providers (for example, cloud hosting, email and CRM systems). This does not generally involve disclosure of personal information overseas. However where it does involve disclosure overseas, we take reasonable steps to ensure overseas recipients handle personal information in a manner consistent with Australian privacy laws.
Data breaches
20. If a data breach occurs that is likely to result in serious harm, we will take reasonable steps to comply with our obligations under the Notifiable Data Breaches scheme, including notifying affected individuals and the OAIC where required.
Access to and correction of personal information
21. Unicare Health is committed to and takes reasonable steps to maintain accurate, timely, relevant, complete and appropriate information about our customers and website users.
22. You may request access to personal information about you held by Unicare Health. Requests for access to your personal information should be made to:
Unicare Health – Head Office
25 Alexandra Place
BENTLEY WA 6102
Telephone: 1800 656 654
23. Verification of identity is required with a request to access (or update) personal information so that we can ensure your personal information is disclosed only to you.
24. Inaccurate information will be corrected upon receiving advice from you.
25. If we refuse to provide you with access to or correct the personal information held about you by us, then we will provide reasons for such refusal.
26. Unicare Health will respond to any requests for access or correction within a reasonable time frame.
Complaints
27. If you have a question or complaint about our Privacy Policy or Unicare Health’s collection, use, safe disposal or destruction of your personal information, your feedback should be directed in the first instance to Unicare Health Head Office at the contact details set out above. We will investigate and resolve your complaint within a reasonable time frame.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Cookies
28. A cookie is a small amount of information sent from a web server to your computer when you use our website. This information does not personally identify you. It simply tells us what areas of our website your computer has visited. It also tells us if you have selected a product and put it in your shopping basket, it does not tell us your personal identity unless you are registered with us.
29. When you visit the Unicare Health website to read, browse or download information, our system will record/log your IP address (the address which identifies your computer on the internet and which is automatically recognised by our web server), date and time of your visit to our site, the pages viewed and any information downloaded. This information will only be used for the purpose of site analysis and to help us offer you an improved online service. We may automatically collect non-personal information about you such as the type of Internet browsers you use or the site from which you linked to our Web Sites. You cannot be identified from this information, and it is only used to assist us in providing an effective service on our website.
Changes to Privacy Policy
30. If Unicare Health decides to, or is required to, change this Privacy Policy, it will maintain version control of the policy, so that changes can be identified. The changes will be posted to the Privacy Policy page on our website so that users are always aware of what information is collected, how it is used and the way in which information may be disclosed.
Acknowledgement
31. This Privacy Policy explains how we handle personal information. It is not intended to create a contractual relationship. By interacting with us, you acknowledge you have had the opportunity to read and understand this Privacy Policy.