Please note that we cannot and do not assume any responsibility for the privacy or security practices of any other web sites which you may be able to access through our site, or for our customers’ level of compliance with our code.
ozBeanz collects different information about you at different times. There are 4 broad categories of information that we collect from you:
•Information we require to supply our services
•When you first sign up or contract with ozBeanz for our services, or when you make an inquiry about our services, we request information such as your name, address, telephone number, email details of your primary and secondary contacts, credit card details (if you are paying online or via direct debit). We may also ask for your age and gender
•We may also monitor and/or record telephone conversations with you from time to time in order to train staff and to improve our service to you
•Other demographic information. If you respond voluntarily to our surveys or other interactive communications, we collect the responses and use the information to improve the quality and range of ozBeanz’ products and services
•Personal information stored on our servers hosted by ozBeanz
ozBeanz will have personal information stored on our servers due to the fact that we host online services of other organisations. This information, whether voluntarily provided or not, will not be used or released by ozBeanz in any manner, and it will be kept strictly confidential, unless we are required to release the information by law.
We collect and use your personal information to operate and deliver our services to you. We will use your personal information to provide you with: technical support, billing and credit control, sales support, product upgrades and information.
When you contract with ozBeanz for our services or make inquiries of our services, you will be requested to provide your consent to us to send promotional material to you. If you consent to receipt of promotional material, we will use your personal information to provide you with promotional material. You may stop the delivery or “opt out” of future promotional email from ozBeanz by following the specific instructions in the email you receive. These instructions will tell you how to remove your name from our promotional email list.
We may use your personal information to:
•contact you in relation to upgrading your use of our services, special offers (from us, or on behalf of third parties), with newsletters, surveys, and individual service audits. We may give extracts of our customer lists containing personal information to third party contractors to do this on our behalf. We will ensure that those contractors are bound to protect your personal information to the same standard that we are monitor and address complaints, other feedback, and to resolve disputes;
•in the case of credit cards, to bill you for services;
•in the case of ABNs, to verify your identity;
•in the case of our partners who are IT professionals, to ascertain your areas of specialty and to refer prospective customers to you;
•maintain a technical and account history of your dealings with us, and to re-establish your account with us where you rejoin as a customer within 6 months after having terminated your account;
•monitor your compliance with our terms and conditions of use;
•comply with our reporting and other obligations to third party licensor’s (such as reporting to software suppliers the number and identity of software licenses we have issued as part of our products)
We will treat all information we collect from you as strictly confidential. ozBeanz does not rent or lease its customer lists to third parties. We will not reveal, disclose, sell, distribute, rent, license, share or pass onto any third party (other than those who are contracted or supply services to ozBeanz including of spam filter operators) any personal information that you may have provided to us unless we have your express consent to do so, other than in the circumstances set out in the next paragraph.
We will disclose your personal information, without notice or your consent, only:
•if we are required to do so by law or in the good faith belief that such action is necessary to conform with the laws, applicable code of conduct or legal process served on us in relation to our business or web site;
•to protect and defend the rights or property of ozBeanz;if we consider it necessary to do so in order to enforce or apply the terms of any of our agreements with you;
•to contractors providing licensed collections services, credit card payment processing and CRM services, who comply with our privacy and security policies;
•if we sell our business or part of it; and
•in extreme circumstances, to protect the personal safety of users of ozBeanz’ services, its web site, our staff or the public.
ozBeanz has implemented security features in our database to protect your personal information from unauthorised access. We maintain our servers in a controlled, secured environment. Only staff who need to have access to your personal information in order to perform their job function are authorised to access the database. Constant changes to the Internet and technology mean that we cannot guarantee that data transmission will be 100% secure, or safe from attack by unauthorised intruders.
As a customer orientated organisation dedicated to the satisfaction of its customers, ozBeanz Pty Ltd has a ‘Complaints Policy’ so as to ensure all complaints are handled as efficiently and effectively as possible. If you have a complaint about any aspect of our Privacy procedures, please contact us. We will deal promptly with your complaint. If we cannot resolve the complaint to your satisfaction within a reasonable time, you or we may refer the complaint to the Privacy Commissioner.
The following outlines our policy and procedures for the handling of verbal and written complaints.
•ozBeanz Pty Ltd will provide an efficient, fair and structured mechanism for handling complaints
•To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs
•ozBeanz Pty Ltd will keep customers informed as to the progress of their complaint and the expected time frame for resolution
•We will regularly review our complaints so that we can improve our standard of customer service
•Whilst an investigation into a matter is taking place, we will not demand payment of genuinely disputed amounts.
•Upon receiving a verbal or written complaint, we will acknowledge your matter via telephone or in writing within 5 business days
•We will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution
•Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days
•Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely time frame for resolution
•We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing
•We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records
•If we think your complaint requires a charge, we will not impose one without discussion with you
•If your complaint is upheld in your favor, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days
If you have a complaint regarding any aspect of your account or dealings with ozBeanz Pty Ltd, we urge you to telephone Customer Service in the first instance on (07) 5668 3256. Our Consultant will give you their name so you know with whom you are speaking.
Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
If you prefer to put your complaint in writing, we will respond to your letter by telephone and will confirm any details in writing if you request us to do so.
Should you not be satisfied with the response tendered to you, you may ask for your complaint to be escalated to the next level of Management.
You can forward correspondence via mail to:
‘Customer Disputes Team’
ozBeanz Pty Ltd
PO Box 166
NERANG QLD 4211
Alternatively, you can email your matter to us via the web email form here.
Complaints made to ozBeanz Pty Ltd are overseen by the Company Directors. The Customer Dispute Team will attend to matters that have not been resolved within the complaints process.