At Bathurst Tours, we understand that how we collect, use, disclose and protect your information is important to you.
That’s why we are committed to constantly updating our privacy policies and processes to ensure they are best practice and meet the standards of all relevant local legislation, including the General Data Protection Regulations (GDPR) which were recently introduced in the European Union.
Information we collect about you
Depending on the circumstances, in the course of providing a service to you, Bathurst Tours may collect and hold personal information such as:
your name, date of birth, gender, postal address, telephone number, email address.
details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries; and
any additional information relating to you that you or a third party has provided to us directly or indirectly through our phone enquiry lines, websites, online presence, customer surveys or to our staff or other representatives.
Information that we collect may be considered “sensitive information” under the Privacy Act. We collect it to provide you with our services, cater to your needs or act in your interest, and we are only prepared to accept sensitive information on the condition that we have your consent.
If you visit our website or use our mobile applications, we may also collect information that is not personal information to improve the experience for our customers. This information may include the pages you visit, your IP address, browser type and language, and the date and time of your visit. We cannot identify you individually from this information. Some of this information is collected using cookies.
When you are taking our tours, we may take video and images of you that may be used in brochures, in our advertising or on our website. All clients of Bathurst Tours authorise us to use his/her image (such as a photograph, videotape, film or pictorial representation or recorded voice). If you do not wish for this to happen, please notify us in writing using the contact details below.
How do we collect personal information?
You may volunteer this information when you request information from us, contact us (and vice versa), make a booking, register interest for and/or enter a competition, subscribe to one of our newsletters, use our website(s)/apps, link to or from our website(s)/apps, connect with us via social media, by speaking to a staff member or any other engagement we or our business partners have with you.
We may also receive the information from a third party, for example:
from people making travel bookings on your behalf.
from market research and data companies contracted by us to obtain information so that we may improve and market our products and services.
from partners performing services on our behalf.
We will update your information whenever we can to keep it current, accurate and complete.
You represent and warrant to us that you have obtained all required consents and are fully authorised to disclose all personal information you provide to us including without limitation personal information of your friends and family members provided in connection with making bookings.
Why do we collect, use, hold and disclose your information?
We collect personal information about you so that we can perform our business activities and functions and to provide the best possible quality customer service.
We may collect, hold, use and disclose your information for the following purposes:
- administering services, we are providing to you such as arranging your booking
- manage our relationship with you, including updates about your booking and handling complaints
- combining information collected from you at various times for the purpose of research and analysis to provide a better customer experience, including customising online content for you
- to identify and tell you about services we think you may be interested in, including sending email newsletters or sending printed materials to your postal address
- to make improvements to our site(s) and make it easier to find the information you are looking for
- for identification of fraud or error or for regulatory reporting and compliance
When you provide your email address to Bathurst Tours to make an online booking, you contact details may be retained even if the transaction is not completed. These details are captured using a secure service. This is so we can assist you in future with online bookings, and as a result of this you may receive a follow up enquiry email. This email will contain information on what action, if any, you can choose that will direct us to cease any further contact with you or destroy the personal information we have collected about you.
We are only permitted to store your personal information for as long as necessary having regard to the purposes for which it was collected or a related or ancillary purpose. We may therefore delete your personal information after a reasonable period of time and, if you have not used our services for some time, you may have to re-enter or re-supply your personal information to us.
Who do we disclose your information to?
We may disclose your personal information as follows:
We may share your personal information with Bathurst Tours staff and service providers for the purposes of providing products or services to you, research and marketing purposes. Any marketing purposes will be conducted in accordance with our ‘Marketing and Privacy’ statement below.
We may disclose your personal information to our employees, contractors or third party service providers located in Australia or overseas for the purposes of the operation of our website or our business, fulfilling requests by you, managing your bookings, responding to your enquiries and to otherwise provide products and services to you, including, without limitation, web hosting providers, IT systems administrators, mailing houses, couriers, payment processors, data entry service providers, electronic network administrators, debt collectors, and professional advisors such as accountants, solicitors, business advisors and consultants.
We may disclose your personal information to external parties for research purposes and to identify other services you may be interested in, in accordance with our ‘Marketing and Privacy’ statement below.
We may share aggregated non-personal information with third parties, such as our tourism industry partners to analyse trends and further improve our service to you.
Security of Information
Bathurst Tours has implemented various physical, electronic and managerial security procedures in order to protect personal information from loss and misuse, and from unauthorised access, modification, disclosure and interference. Bathurst Tours regularly reviews security and encryption technologies and will strive to protect your personal information as fully as we protect our own confidential information.
Credit card security
All online payments are transmitted over a secure socket layer (SSL) connection.
Credit card information is transmitted immediately to a payment gateway solution via an encrypted port.
Bathurst Tours does not store your credit card number in any of our systems, it is used only within the context of the transaction then destroyed upon receipt from an acquiring bank.
All credit card payments receive an identification number that is proof of the transaction’s acceptance into the banking system. This identification number can be used to trace any transaction back to the credit card issuer (for example, the bank that issued the MasterCard, or VISA credit card).
Personal information is destroyed or de-identified when no longer needed.
Whilst we take reasonable steps to ensure that your personal information is secure, as the internet is inherently insecure, any personal information or other information you transmit to us online is transmitted at your own risk.
- we may not be able to provide the requested products or services to you, either to
the same standard or at all.
- we may not be able to provide you with information about products and services that you may want, including information about discounts, events, or special promotions. or
- we may be unable to tailor the content of our websites to your preferences and your experience of our websites may not be as enjoyable or useful.How do I access and correct my personal information?
You can enquire about personal information we hold about you by using the contact details below. We will need to verify your identity before disclosing personal information. Please allow up to 10 business days for us to process your request, however we will endeavour to deal with your request sooner.
You can ask us to update any inaccurate, incomplete, or out-of-date information we hold about you using the contact details below. There is no fee to make an enquiry or request in relation to your information, or for us to add to, correct or update our records.
There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
Marketing and Privacy
We may from time to time use your personal information to identify new or existing products that we believe may be of interest to you. We may communicate this via email, phone, or your postal address. If you no longer wish to receive these updates via email, you may opt-out by clicking the unsubscribe link contained in the message. You can contact us using the contact details below to opt-out of receiving phone and postal updates. You can opt-in in future if you wish to receive these updates again.
We comply with the Spam Act 2003 and do not share, sell, or rent information to any third parties for the purposes of direct marketing.
Use of TOOLS/”COOKIES” and links to other websites
What are cookies?
Cookies are unique to the web browser you are using – so if you are using a desktop computer as well as a mobile, different data will be collected for each. You can find more information on the About Cookies website www.aboutcookies.org/
Cookies can be set by the owner of the website you are on. These are known as 1st Party Cookies. There are also 3rd Party Cookies that can be set by partner websites. Only the owner of the cookie can see the anonymous information it collects.
You can choose to accept all cookies, reject 3rd Party Cookies, or reject all cookies by changing your internet browser settings. If you do not accept cookies, some features of our website will not work. For example, you will not be able to make a booking.
By using our websites, you agree to us using cookies as set out in this statement.
How the cookies are used
- Storing what is in your shopping basket: This allows you to book tickets with us.
- Collecting information: This means we can learn more about how you use our website so we can improve our products and online experience.
- Tailoring your experience: Cookies allow us to provide you with information, products, and services that we think you will find interesting.
- Making our marketing relevant: We can show you relevant offers and promotions on our own websites and through our advertising networks.
– Show you information and offers that are relevant to you
– Find out more about how our customers use the site
– Buying our products online
Improving your experience
We can find out how you move around our website, so we can investigate any errors stopping you from being able to do what you want. The data we collect from cookies is important for us to improve your experience.
Making your experience personal
Advertisements on other websites
Types of cookies we use
You may choose to opt-out of Google Analytics using the Google Analytics Opt-out Browser Add-on which you may access at https://tools.google.com/dlpage/gaoptout/.
You can change your browser settings to accept or refuse all cookies, choose which cookies you want or don’t want, or ask to be notified when a cookie is set. Use the help feature in your browser to see how.
Changing your mind after you have accepted our cookies
Lodging a complaint
If you believe that your privacy has been breached, please contact our CEO using the contact information below and provide details of the incident so that we can investigate it.
We request that complaints about breaches of privacy be made in writing, so we can be sure about the details of the complaint. Our CEO deals with privacy complaints and any complaints should be directed to our CEO using the contact details below. We will attempt to confirm as appropriate and necessary with you your understanding of the conduct relevant to the complaint and what you expect as an outcome. We will inform you whether we will conduct an investigation, the name, title, and contact details of the investigating officer and the estimated completion date for the investigation process.
After we have completed our enquiries, we will contact you, usually in writing, to advise the outcome and invite a response to our conclusions about the complaint. If we receive a response from you, we will assess it and advise if we have changed our view.
You can contact our CEO by:
calling us on +61 2 6331 3322
emailing us at firstname.lastname@example.org
by post to CEO, Bathurst Tours, PO BOX 9011 Bathurst West, NSW 2795
Our CEO will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your query or complaint is resolved in a timely and appropriate manner.