Our Privacy Policy
Memphis Care and Support is subject to the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs).
This privacy policy explains how and why we collect, use, hold, and disclose your personal information. It also explains how you can access and correct your personal information, and how to make a complaint if you are not satisfied with the way we have dealt with your personal information.
In this privacy policy, “Memphis Care and Support”, “we”, “us” and “our” mean Memphis Care and Support Pty Ltd ABN 63 679 148 200.
What is personal information?
By personal information, we mean any information or opinion about an identified individual or an individual who can be reasonably identified from the information or opinion.
What personal information do we collect and hold, and how do we use it?
Memphis Care and Support collects personal information that is required by law and necessary to provide and manage the products or services we offer on behalf of insurers. This information may be collected when you interact with us (e.g, use of our services, phoning us, or visiting our website). We also collect information to develop and identify products and services that may interest our consumers and to undertake market research.
The information we collect from you may include your identity and contact details, your use of our services, information needed for insurance policies, investigations, purchase and related claims, and details of enquiries or complaints you make.
We have set out below some more information about some of these types of information that we may collect from you, and how we use that information.
Information needed to be able to respond to requests for insurance cover: We collect personal information about you when you ask us to arrange a quote or policy on your behalf.
We may provide this information to insurance broker/s we refer you to (where you have agreed), to provide you with information about their products and services. Your information may also be used by us to manage your ongoing insurance requirements, including contacting you about upcoming renewals and invoicing for insurance policies.
Information needed to assist you with claims under your insurance policies: When you claim under your policy, we assist you by collecting information relevant to your insurance claim. Sometimes we also need to collect information about you from others.
We provide this information to your insurer or anyone your insurer has appointed to assist it to consider your insurance claim (eg, loss adjusters, lawyers, etc) to enable it to consider your claim. Again, this information may be passed on to reinsurers.
What if you don’t provide some information to us?
Under insurance laws, you have a duty to disclose information that is relevant to the insurer’s decision to insure you. We can only fully assist in arranging your insurance or with any claim you make if we have all the relevant information.
If you do not provide us with your personal information, we may not be able to provide you with our services, communicate with you, or respond to your enquiries.
Why do we collect, hold, and use your personal information?
The information we request is required by our insurance partners to help them decide whether to insure you and on what terms, and may include your name and email address.
We provide this information to insurers, including insurers that provide quotes for insurance and the insurer for any issued policy. In some cases, it may be necessary for an insurer to pass this information on to its reinsurer.
We collect, hold, and use your personal information so that we can:
- act as an agent for insurers, arrange a quote for insurance, or issue an insurance policy for you;
- assist you with any claims you may make;
- contact you, for example, to respond to your query or complaint, or if we need to tell you something important; comply with our legal obligations and assist government and law enforcement agencies or regulators;
- tell you about other products or services we think might be of interest to you; and
- report to our referral partners.
How do we collect your personal information?
We will collect your personal information directly from you when you interact with us.
How do we store and hold personal information?
We generally store and hold information about you electronically in computer systems.
We implement and maintain processes and security measures to protect the personal information which we hold from misuse, interference or loss, and from unauthorized access, modification or disclosure to the best of our ability. These processes and systems include maintaining:
- physical security over our premises and physical records using industry-standard security measures;
- computer and network security, for example, through firewalls, user identifiers, and passwords.
By proceeding to acquire our services and products, you consent and agree that Memphis Care and Support reserves the right to retain your personal information for a ten (10) year retention period to comply with its regulatory obligations. Where permitted by law, individuals may request de-identification of their personal information. However, we may be required to retain identifiable information under legal obligations, such as AML/CTF laws, before de-identification can occur.
Who do we disclose your personal information to, and why?
We do not sell, trade, or rent your personal information.
Access to and correction of your personal information
You may access or request correction of personal information that we hold about you by writing to us. Our contact details are set out below. There are some circumstances in which we are not required to give you access to your personal information. In these cases, we will advise you as soon as possible and give reasons for our refusal.
There is no charge for requesting access to your personal information, but we may require you to meet our reasonable costs in providing you with access (such as costs for time spent on collating large amounts of material).
We will respond to your request for access or correction in a reasonable time.
Complaints
If you have a complaint about the way in which we have handled any privacy issue, including your request for access to or correction of your personal information, you should contact us. Our contact details are set out below.
We will consider your complaint through our internal complaints resolution process and endeavour to respond with a final decision within 30 calendar days of you first making the complaint if all necessary information has been provided.
If you remain unsatisfied with how we have handled a privacy issue, you can approach an independent advisor or contact the Office of the Australian Privacy Commissioner (www.oaic.gov.au) for guidance on possible alternative courses of action.
Changes to privacy policy
We may change this privacy policy from time to time. You can obtain a copy of our current privacy policy from our website or by contacting us at the contact details below.
Contact Details
If you have any questions, comments, or concerns, you can contact us at:
Privacy Officer
Memphis Care and Support Pty Ltd
13 Fleming Street, Beverly Hill, NSW 2209
help@memphisinvest.au