Spot Holdings (NSW) Pty Ltd and its subsidiaries (referred to as “we”, “us” or “the Business”) are committed to handling personal information responsibly and in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains what personal information we collect, why we collect it, how we use and store it, who we may share it with, and how you can exercise your privacy rights.
By using our services or requesting quotes for our services, you agree to the collection and handling of your personal information as described in this Policy.
We collect personal information that is reasonably necessary to provide our services. This includes:
We collect personal information directly from you in the following ways:
• When you make a booking online, by phone, or in person
• When you request a quote online, by phone, or in person
• When you complete a registration or assessment form
• When you contact us by email, phone, or through our website
• When you participate in surveys, promotions, or loyalty programs
• When your pet is photographed or filmed at one of our facilities
• When you interact with our website and or applications (via cookies and analytics tools)
In some cases we may receive personal information from third parties, for example from a Corporate Partner who books on your behalf, or from a veterinarian acting in connection with your pet’s care.
We collect and use personal information for the following primary purposes:
We may also use your information for the following secondary purposes, where you have provided consent (including at the time of booking or account registration) or where we are otherwise permitted to do so under applicable law, including the Spam Act 2003 (Cth) in respect of existing customer relationships:
Where we send direct marketing communications, we will do so only where you have consented at the time of booking or registration, or where we are otherwise permitted to do so under applicable law. You may opt out of marketing communications at any time by clicking unsubscribe in any email we send, or by contacting us directly. We will process opt-out requests promptly and within a reasonable timeframe.
We do not sell your personal information to third parties. We may share personal information with:
Where we engage third-party service providers, we take reasonable steps to ensure they handle personal information in a manner consistent with the APPs.
Some of our service providers may store or process data on servers located outside Australia, including in the United States and other countries. Where this occurs, we take reasonable steps to ensure those providers are subject to privacy obligations comparable to the APPs, or we obtain your consent to the transfer.
By using our services, you acknowledge that your personal information may be transferred to and stored in countries outside Australia where data protection laws may differ from those in Australia.
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Our measures include:
Despite these measures, no data transmission over the internet or electronic storage method is completely secure. We cannot guarantee absolute security.
We are subject to the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act 1988 (Cth). If we have reasonable grounds to believe that a data breach has occurred that is likely to result in serious harm to any affected individuals, we will notify those individuals and the Office of the Australian Information Commissioner (OAIC) as soon as practicable. We will also take prompt steps to contain the breach and assess its nature and extent. If you believe your personal information may have been compromised, please contact us immediately using the details in section 11.
We retain personal information for as long as it is needed to provide our services and meet our legal obligations. In general:
When personal information is no longer required, we take reasonable steps to destroy it securely or de-identify it. De-identification means removing or altering information so that the individual to whom it relates cannot reasonably be identified. Destruction and de-identification processes are carried out within a reasonable period after the applicable retention period expires.
You have the right to request access to the personal information we hold about you, and to ask us to correct any information that is inaccurate, out of date, incomplete or misleading.
To make a request, please contact us using the details in section 11. We will respond within a reasonable time and in most cases within 30 days. In some circumstances we may decline access, for example where providing access would unreasonably affect the privacy of another individual or where required by law, and we will explain our reasons in writing.
We do not charge a fee for making an access or correction request, but we may charge a reasonable fee for the cost of providing access where the request involves significant time or resources.
Our websites use cookies and similar tracking technologies to improve functionality, analyse traffic, and in some cases to support targeted advertising. Cookies are small files stored on your device when you visit a website.
We use the following types of cookies:
You can control cookies through your browser settings. Disabling cookies may affect the functionality of our website and booking system. By continuing to use our website without adjusting your browser settings, you consent to our use of cookies as described in this section.
Our services are directed to adults. We do not knowingly collect personal information from children under 18 years of age without parental or guardian consent. If you believe we have inadvertently collected information from a child, please contact us and we will take steps to delete it promptly.
If you have a concern about how we have handled your personal information, or if you wish to make an access or correction request, please contact us at:
Business: Spot Holdings (NSW) Pty Ltd
Email: info@hanrob.com.au
Mail: PO Box 5095 Daisy Hill, QLD, 4127
We will acknowledge your complaint promptly and aim to resolve it as soon as practicable. If you are not satisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner (OAIC):
OAIC website: www.oaic.gov.au
Phone: 1300 363 992
We may update this Privacy Policy from time to time. The current version will always be available on our website and at our facilities on request. Material changes will be communicated to existing customers by email where practicable. Your continued use of our services after a change is published constitutes acceptance of the updated Policy.