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Privacy Policy

Our Privacy Policy applies to personal information collected by Capital Facility Services (VIC) Pty Ltd and sets out how Capital Facility Services (VIC) Pty Ltd, stores and uses your personal information and how you can access and update your personal information or make a complaint.

All personal information collected by Capital Facility Services (VIC) Pty Ltd is held and used in accordance with this Privacy Policy (unless otherwise notified to you).

1. Kinds of personal information held by Capital Facility Services (VIC) Pty Ltd
Capital Facility Services (VIC) Pty Ltd only collects personal information that is necessary for one or more of its business functions. We may combine information we collect from one method e.g. our website, with personal information we collect via another method e.g. telephone conversation. This is done so that we are able to gain a more complete view of our customers and provide them with greater service and customisation.

Personal information collected includes:

  • Personal contact information – any information that allows us to personally contact you. This includes name, home or mailing address, phone number and email address, contact names of tenants required for access to sites to perform services
  • Demographic information – any information that describes your demographic characteristics e.g. geographic location, industry type, type of works required
  • Website usage information – use webforms to collect contact information, such as name, address, contact number and email address required for us to respond to enquiries received from our website.
  • Consumer/Customer Feedback – any information that you voluntarily share with us about your experience in delivery of our services, our customer service, account management, including our websites. Examples may include; testimonials, customer services, unsolicited comments etc
  • Consumer generated content – any content that you create and then share with us and perhaps others, by uploading it to one of our websites or applications, including our Facebook and Google plus
  • Payment information – any information that you use to pay for services rendered, such as your credit card details or other forms of payment (if such is made available)
  • Photos/Videos – as part of our service provision (especially when works are insurance related) we are required to take photos or videos of the damage incurred to both building and contents as proof of what has occurred at a site.

2. How personal information is collected
This Privacy Policy applies to personal information of individuals that Capital Facility Services (VIC) Pty Ltd collects via the following methods:

  • Capital Facility Services (VIC) Pty Ltd websites – any consumer directed websites operated by Capital Facility Services (VIC) Pty Ltd, including Capital Facility Services (VIC) Pty Ltd owned websites and websites that we run on third party social networks e.g. Facebook, LinkedIn, Google Plus
  • Hardcopy Forms – including but not limited to; service authorisation, service satisfaction forms, credit application forms, sub-contractor agreement forms etc>
  • Telephone (including mobile phone calls and text messages) and email – any personal information that we may collect from consumers through calls or emails to our office/call centre e.g. requests for services, requests for quotes etc.
  • Data from third parties – Capital Facility Services (VIC) Pty Ltd collects data directly from individuals however we may also obtain personal information about you from our customers who engage us on behalf of their clients to carry out required services.

3. The purpose for which personal information is collected

Direct Customers – customers who engage directly with Capital Facility Services
Capital Facility Services (VIC) Pty Ltd may collect and use your personal information for some or all of the following purposes (not all uses below will be relevant to every individual),

  • General Communication – to send you communications such as emails, SMS text messages and postal mailings
  • Account maintenance – we may collect and use your personal information to maintain your accounts with us.
  • Customer Service – we may collect and use your personal information to provide you with customer service, including responses to inquiries, complaints and feedback about our services. Customer service may be provided through various forms of communication; email, phone, letter etc
  • Service improvement and customisation – we may collect and use your personal information, so we can improve our services, tailor them to your needs and inform you of any changes to service delivery and contract management
  • Order fulfilment – we may collect and use your personal information to process and ship your product orders and to inform you or the status of your orders
  • Marketing Communications – we may collect and use your personal information to keep you up to date with the latest news, events or special offers. You can always opt out from receiving marketing communication by contacting us on 03 94842650.
  • Other general purposes (e.g. internal research, surveys) – we may collect and use your personal information for other general purposes such as to maintain day to day operations, to conduct internal marketing and demographic studies and surveys

Indirect Customers – Customers we service on-behalf a third-party that is authorised to engage Capital Facility Services (VIC) Pty Ltd deliver a service to you on their behalf
(e.g your insurance company)

Capital Facility Services (VIC) Pty Ltd may collect and use your personal information provided by a third party for some or all of the following purposes (not all uses below will be relevant to every individual), in the delivery of the specific work order request provided to us on behalf of their clients.

  • Customer Service – we may collect and use your personal information to provide you with, service delivery information and updates, customer service, including responses to inquiries, complaints and feedback about our services. Customer service may be provided through various forms of communication; email, phone, SMS, letter etc
  • Service improvement and customisation – we may collect and use the personal information of your client, so we can improve our services, tailor them to your needs and inform you of any changes to service delivery and contract management

4. Disclosure of personal information
Capital Facility Services (VIC) Pty Ltd will not disclose your personal information with any third party except for in the following circumstances:

  • Service Providers and Contractors – we may use third parties, like service providers or contractors to provide support for our business functions – such as internal operations of our websites, data base or website hosting (including cloud infrastructure), specialised trades to deliver services to our customers, debt collection agencies, insurance investigators, loss assessors.
  • Legal requirements – we may also disclose your personal information if we are required to do so by law, or if in our good faith and judgement, such action if reasonably necessary to comply with legal processes, to respond to any claims or to protect the rights and safety of Capital Facility Services (VIC) Pty Ltd, and its customers
  • Business Transfers – in the event of a merger or acquisition of all or part of Capital Facility Services (VIC) Pty Ltd by another company or in the event that Capital Facility Services (VIC) Pty Ltd were to sell or dispose of all or part of the business, the acquirer would have access to the information maintained by Capital Facility Services (VIC) Pty Ltd which could include personal information.

5. Data Storage and Security
We take all reasonable technical and organisational measures to protect personal information we hold against loss, unauthorised access, use, modification or disclosure and against other misuse.

We will only keep your personal information for as long as its reasonably necessary taking into consideration; our need to answer queries or resolve problems, provide improved and new services, comply with our Integrated Management System – Control or Records Procedure, comply with legal requirements. This means that we may retain your personal information for a reasonable period after you stop using Capital Facility Services (VIC) Pty Ltd
Services. When personal information we collect is no longer required we destroy or delete it in a secure manner, in accordance with best practise for document and data destruction.

Third Party Data Security – where Capital Facility Services (VIC) Pty Ltd disclose personal information to a third party as specified in point 4 above, any such third party must always provide the same levels of security for your personal information as Capital Facility Services (VIC) Pty Ltd does.

6. How you may access your personal information and seek correction
You can request access to the personal information Capital Facility Services (VIC) Pty Ltd holds about you by contacting us in writing at helpdesk@capitalfacilityservices.com.au. If Capital Facility Services (VIC) Pty Ltd can’t provide access to your personal information, it will provide you with the reasons why.

If the personal information Capital Facility Services (VIC) Pty Ltd hold about you is inaccurate, incomplete or not up to date you may request that Capital Facility Services (VIC) Pty Ltd corrects the information by emailing helpdesk@capitalfacilityservices.com.au

7. How to make a complaint and how complaints are handled
If you are concerned about possible interference with your privacy or misuse of your personal information by Capital Facility Services (VIC) Pty Ltd please contact us in writing at helpdesk@capitalfacilityservices.com.au or by contacting us on 03 94842650 and requesting to speak with the Compliance Officer.

It’s Capital Facility Services (VIC) Pty Ltd policy to handle complaints in a timely, effective and fair manner. On making a privacy complaint to Capital Facility Services (VIC) Pty Ltd you will receive an acknowledgement letter or email within 5 business days. This communication will set out the name of the person responsible for handling your complaint and the expected response time to your complaint. Capital Facility Services (VIC) Pty Ltd endeavours to make a decision on all written complaints within 25 days of receiving your complaint. If more time is required to respond to your complaint we will notify you as to the reasons for the delay, and to seek your agreement to a longer period.

8. Privacy Policy Updates
We reserve the right to make changes to this Privacy Policy at any time. We encourage you to regularly review this Privacy Policy – which is published on our website with the most up to date version, so that you are aware of any changes and how your information may be used. By dealing with us you accept the Privacy Policy as it applies.

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Jerry Lazaris
General Manager
Capital Facility Services (Vic) Pty Ltd

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