Privacy Policy

felicx pty ltd (ACN 636 763 525) (felicx, we, us or our) understands how important it is to protect your personal information. This privacy policy explains how felicx collects, holds, uses and discloses your personal information.

felicx is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth), including the thirteen Australian Privacy Principles contained in that Act.

We may update this policy from time to time, and the most current version will be published on our website (www.felicx.com.au). We will treat your continued use of our website or our services, or your provision of further personal information to us as acceptance of the updated policy.

Personal information

In this policy, we refer to “personal information” and “sensitive information”.

“Personal information” is, broadly speaking, any information or opinion about a person, or otherwise relating to a person, where that person is identified or could be identified. This might include details like your name, contact details, date of birth, living arrangements, and commentary or your opinion about a person. The personal information we collect and hold about you may include sensitive information.

“Sensitive information” is a type of personal information, and can include information about your racial or ethnic origin, or health information about you, such as your medical records and information regarding your mobility. We will only collect this sensitive information with your consent and if it is reasonably necessary for us to do so or where we are otherwise authorised by law.

Collection of personal information

The personal information we collect and hold about you will depend on our relationship with you and the circumstances of collection.

felicx may collect and hold a range of personal information including:

names, addresses, contact details, date of birth, gender, ethnicity;
medical details, including information about illnesses, symptoms or disabilities;
details of next of kin;
details of the care facility you live in, including government funding type;
thoughts, opinions and feedback about care service providers; and
any other personal information provided to us.

How do we collect and store your personal information?

felicx may collect personal information in a number of ways. Where possible, felicx collects personal information directly from you. Generally, however, we will receive personal information directly from the care provider that has engaged us, as part of the set-up process (such as your name, contact details, details of the care facility you live in, and government funding type). This information is disclosed to us as a contracted service provider to the care provider. If we receive your personal information from a care provider in these circumstances, we will take reasonable steps to notify you of our receipt of your personal information from the care provider and the purposes of collection, as soon as practicable after collection.

Personal information is collected by us through various means, including by telephone, in face-to-face meetings, from forms and questionnaires we provide to you and online through emails, apps, electronic surveys, online meetings, our website and our social media platforms.

Sometimes we collect personal information from family members, a third party or from a publicly available source, but only if you have consented to your information being used in this way or would reasonably expect us to collect it in this way. We only collect this information from sources that are allowed to disclose it to us.

When providing personal information to us, you have the option of remaining anonymous or to use a pseudonym. However, in certain circumstances, such as where we receive your contact details from a care provider, this may not be practicable. Please contact us if you wish to make any changes to your personal information.

Providing personal information about others

You must not provide us with personal information about any other individual unless you have the consent of that individual to do so or that individual would reasonably expect you to disclose their personal information to us in the circumstances . If you do provide us with such information, you:

must tell that individual that you will be providing or have provided their information to us and that we will handle their information in accordance with this privacy policy; and
must refer that individual to this privacy policy.

Use of your personal information

We use the personal information we collect for the purposes for which it is collected and for other related purposes, and as permitted or required by law. Primarily, we will use the personal information we collect for the purpose of generating de-identified industry reports that allow care providers to compare their customer experience performance against their peers. Our other general purposes may include:

to provide our services, and to administer and manage those services;
to communicate with you;
to analyse the usage of our services;
to respond to your enquiries or requests for assistance from us;
to verify ownership of the email address provided when you create a customer account on our website;
to verify your identity;
to improve and develop our services, including expanding the functionality and offerings available through our website;
to send newsletters, surveys, offers and other marketing materials related to our services to you; and
to otherwise facilitate our business operations and processes.

We will only use your sensitive information for the purpose it was provided to us and to the extent that it is reasonably necessary for us to provide our services to you and/or to your care provider.

Disclosure of your personal information

Generally, we will obtain consent before we disclose any personal information other than as specified in this policy. Such consent may be given expressly or it may be implied by conduct.

Your personal information may be disclosed to:

our third party service providers to permit them to provide services to us such as hosting services, provision of infrastructure, IT services, data analysis, email delivery services, customer services and other similar services;
our external advisers who have been engaged to provide us with legal, administrative, financial, insurance, research, marketing or other services; and
any other person authorised, implicitly or expressly, when the personal information is provided to or collected by us.

Generally, where we have been engaged by a care provider to provide our services, felicx will not disclose any of your personal information to the care provider unless you have given us your express prior consent. We may disclose personal information to the care provider with your implied consent or if you would reasonably expect us to in the circumstances. Otherwise, we will only report to the care provider information in an aggregated form that will not personally identify you.

We reserve the right to disclose any personal information to law enforcement or other government officials where we reasonably believe that this may be necessary or appropriate.

We will never sell, trade, lease or rent your personal information to third parties.

We may send or otherwise disclose personal information to third party service providers located overseas, including to third parties who provide information technology and other services to us. Those third parties may be located in the United States of America or other countries. If we disclose personal information to a third party located overseas, we will take reasonable steps to ensure that the recipient will handle the personal information in accordance with the Privacy Act.

Social media and communication services

felicx uses social media and communication services such as Facebook, LinkedIn, YouTube and Instagram to communicate with the public about our services. The social networking and communications service will also handle your personal information for its own purposes. These services have their own privacy policies. You can access the privacy policies for Facebook, LinkedIn, YouTube and Instagram on their websites.

Cookies

We may also collect data from you by using ‘cookies’, which are small data files deposited by our website on your phone, computer, or other device, that allow us to track your use of our website. Cookies are sent back only to the servers that deposited them when a visitor returns to the relevant page.

With the information we receive through cookie technology, we hope to improve our website. In addition, we may gather information about you that is automatically collected by our server, such as your IP address and domain name. We may use this information to customise our offerings, to make information more readily accessible to you, and to make our website easier for you to use.

Cookies can be accepted or disabled at your preference. If you disable the use of cookies, please bear in mind that this may affect how some items are displayed on our website.

Direct marketing

As indicated above, we may use your personal information to send you marketing material, including advertising that is customised to your interests, characteristics or general location.

Opt-out: If you prefer not to receive marketing communications from us, you can opt out by contacting us using the contact details below. For direct marketing correspondence that you receive from us via email or other electronic means, there will be an unsubscribe button or link which you can use to manage which messages you receive from us.

Research

Our commitment to research means that we regularly trial new methods of customer experience data collection, measurement and evaluation services. To do this we use de-identified client and service information. We may also invite you to participate in surveys about your satisfaction with our services and studies that examine customer experience outcomes. This will help us to ensure our services are of the highest quality.

Security of Information

felicx takes reasonable steps to protect the personal information we hold against loss, unauthorised access, use, modification or disclosure, and against other misuse.

However, you should keep in mind that the transmission of information over the Internet is not completely secure or error-free. In particular, e-mails sent may not be secure, and you should therefore take special care in deciding what information you send to us via e-mail.

felicx will take reasonable steps to destroy, delete or de-identify personal information as soon as practicable once it is no longer required by us or when requested by you. However, we may in certain circumstances be required by law to retain your personal information. In this case your personal information will continue to be protected in accordance with this policy.

Access and correction

You have the right to request access to any personal information we hold about you. You can request this information by contacting us at the details listed below. Where we hold information that you are entitled to access, we will respond to your request in a reasonable time and endeavour to provide you with a suitable range of choices as to how access is provided (eg emailing or mailing it to you). A fee may be charged to cover the cost of retrieval. However, this fee will not be excessive and will only apply to the facilitation of your request.

If at any time you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request amendment of it. On request, we will take reasonable steps to correct the information or provide reasons for not doing so to the extent required.

Complaints

We take privacy breaches very seriously. If you believe that we have at any time failed to keep one of our commitments to you to handle your personal information in the manner required by the Privacy Act or the Australian Privacy Principles, then we ask that you contact us immediately using the contact details below.

If you wish to make a complaint, please provide sufficient details regarding your complaint, together with supporting evidence and information. We will investigate your complaint and determine what steps we need to take to resolve your complaint. We will contact you if we require further information from you, and will notify you in writing of the outcome of our investigation.

If you are not satisfied with our determination, you can contact us to discuss your concerns or contact the Australian Privacy Commissioner through its website at www.oaic.gov.au.

How to contact us

If you have any questions about this privacy policy, or the way in which we handle your personal information, please contact us using the following details:

Email address: hello@felicx.com.au

Postal address: felicx pty ltd, PO Box 172, Mount Hawthorn, WA 6915

Updated: [v02] March 2022

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