Privacy policy

Quilton is a part of the ABC Tissue Pty Ltd group of brands.

At Quilton, we recognise the importance of your privacy and understand your concerns about the security of the personal information you give us. We comply with the Australian Privacy Principles (APPs) as contained in the Privacy Act 1988 (Cth). The APPs detail how personal information may be collected, used, disclosed, stored and destroyed, and how an individual may gain access to or make complaints about the personal information held about them.

Personal information is information or an opinion about an identified individual, or about an individual who is reasonably identifiable.

Sensitive Information, a sub-set of personal information, is information or an opinion about an individual's racial or ethnic origin, political opinions, political association membership, religious beliefs or affiliations, philosophical beliefs, professional or trade association membership, trade union membership, sexual orientation or practices or criminal record, and includes health information and genetic information.

This Privacy Policy details how Quilton manages personal information about you.

Please let us know if you would like a copy of this Privacy Policy provided to you in another format (eg, paper copy, email).

1. What Personal Information We Collect and Hold

The personal information we collect from you or about you depends on the transaction you have entered into with us, the goods and services we are contracted to provide, and the goods and services you or your organisation are interested in.

The personal information we may collect and hold from you or about you includes:

• your name;
• address;
• phone number;
• email address;
• shipping address;
• age range;
• number of children;
• how often you buy Quilton;
• how did you find out about the Club Quilton competition;
• bank account or credit card payment details; and
• geolocation and statistical data from your activity when you browse our website, contact us electronically or engage with us on social media.

We may use cookies to collect non personal information, and anonymous information about visits to our Quilton website and to track how you reached our website. If we do use cookies, you will be given the option to disable cookies when you visit our website, but this may prevent the website functioning properly or to its fullest extent, or prevent you from experiencing its full functionality. You may not be able to store your preferences, and some of our pages might not display properly. To delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.

Our website also includes links to other websites. These links may include, but are not limited to, links to our other brands, organisations that we support, and our retail partners' websites. Once you have used these links to leave our Quilton site, we may not have any control over that other website. We cannot be responsible for protecting the privacy of any information you provide whilst visiting those other sites, and those other sites are not governed by this privacy statement. You should exercise caution and check the privacy statements applicable for those sites.

2. How We Collect and Hold Personal Information

We aim to collect personal information only directly from you, unless it is unreasonable or impracticable for us to do so. For example, we may collect personal information directly from you when you:

• complete an application to join the Subscribe and Save subscription program;
• submit an order form to purchase our goods (whether as a one-off order or as part of a Subscribe and Save subscription);
• complete a customer feedback form or survey;
• enter a Club Quilton promotion;
• make an enquiry through our website or phone lines;
• apply for, or respond to, a job advertised by us; and
• interact with our website and social media platforms.

If you are a wholesale customer or retailer, we may also receive personal information from you or a third party through product enquiries, creditworthiness assessments, warranty requests or delivery instructions.

You can be anonymous or use a pseudonym when dealing with us, unless:

• using your true identity is a legal requirement (eg, to process your payments for goods ordered); or
• it is impracticable for us to deal with you on that basis.

3. Why We Collect, Hold, Use and Disclose Personal Information

We collect, hold, use and disclose personal information from you or about you:

• where it is reasonably necessary to carry on our business functions, activities and services;
• where it is necessary within the ABC Tissue Pty Ltd group of brands;
• for related purposes that you would reasonably expect, like our administrative and accounting functions, record keeping, wholesale retail account trade references, rewards and loyalty programs, providing you with information about other goods and services we offer, providing you with information about new product launches, marketing and promotions, market research, newsletter communications, customer feedback and quality assurance surveys, statistical collation, social media analysis and website traffic analysis.

We also disclose your personal information to third parties who assist our business functions and activities (eg, online payment gateway providers, marketing houses, and postage, courier and delivery partners).

Generally, we do not collect sensitive or health information. However, we may collect sensitive information from you or about you if we are legally required to do so, or if permitted by law. If we do need to collect sensitive information from you, we will specifically seek your consent.

If we do not collect, hold, use or disclose your personal information, or if you do not consent, we may be unable to answer your enquiry, complete the transaction you have entered into, or provide the goods and services that we are contracted to provide to you.

Before using or disclosing your personal information for other purposes, we will obtain your consent.

Where we use your personal information for marketing and promotional purposes, you can opt out at any time by notifying us. Opt out procedures are also included in our marketing communications.

We do not use sensitive information for marketing purposes, except with your consent.

We may disclose your personal information to third parties (including government departments and enforcement bodies) where required or permitted by law.

4. Automated Decision Making

Quilton does not currently use automated decision-making tools that rely on personal information to make decisions that could reasonably be expected to significantly affect an individual's rights or interests. If we do so in future, we will let you know and update this Privacy Policy.

5. How We Hold and Store Personal Information

Your personal information is held and stored on paper, by electronic means or both. We have technical and organisational safeguards (including physical, electronic and procedural mechanisms) in place for personal information and take reasonable steps to ensure that your personal information is protected from misuse, interference and loss, and from unauthorised access, changes and disclosure.

By way of example, paper records are stored within our secured premises. Electronic records are stored on secure systems and protected by appropriate technical and organisational measures, which may include password protection, access controls, encryption, and other security safeguards.

6. Destroying and De-Identifying Information

We retain your personal information for as long as it is required for any of our business functions, or for any other lawful purpose.

We take reasonable steps and use secure methods to destroy or to permanently de-identify your personal information when it is no longer required for any purpose for which it may be used under this Policy and otherwise according to the Privacy Act. As an example, our destruction and de-identification methods may include:

• paper records being placed in security bins or shredded; or
• electronic records being deleted from all locations, to the best of our ability, or encrypted or placed beyond use.

7. Request to Access and Correct Information

We take reasonable steps to ensure that the personal information we use or disclose is accurate, complete and up to date, having regard to the purpose for which it is used or disclosed.

We rely on the personal information we hold about you to efficiently provide our goods and services, and to administer our business functions and activities. For this reason, it is very important that the personal information we collect from you is accurate, complete and up-to-date. To assist us to keep our records up-to-date, please notify us at info@abctissue.com of any changes to your personal information. Where you have a Subscribe and Save subscription, you can also update your details directly in your account.

Procedures exist for dealing with and responding to requests for accessing and correcting the personal information we hold about you, including as specified under the Privacy Act. In most cases, we expect that we will be able to comply with your request, and will aim to do so within approximately 30 days. However, if we do not agree to give you access or to correct the information as requested, or if we consider that we need further time, we will give you written reasons why, and further information about how to lodge a complaint.

For further information, please contact us at info@abctissue.com.

8. Data Breaches

In Australia, if we suspect that a data breach has occurred, we will expeditiously investigate and assess the circumstances of the suspected breach within 30 days of it occurring. Where a breach has occurred and where required by law, we will notify the Privacy Commissioner and affected individuals as soon as practicable after completing our assessment.

9. Complaints and Concerns

Procedures exist for dealing with complaints and concerns about our privacy practices under the Privacy Act, the APPs and any alleged breach of this Privacy Policy. We will respond to your complaint according to the relevant provisions of the Privacy Act.

We would like to be the first to know if you have any complaints or dissatisfaction with our business. For further information, or to discuss or attempt to resolve any complaints about how your personal information is collected, stored and used, you may contact us at info@abctissue.com. We will generally aim to reply and resolve your complaint or concern within approximately 30 days. However, if we consider that we need further time, we will notify you.