This privacy policy describes our policies and procedures on the collection, use and disclosure of your information when you use our services and tells you about your privacy rights and how the law protects you.
We use your personal data to provide and improve the services we provide. By using our services, you agree to the collection and use of information in accordance with this privacy policy.
The words in which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.
For the purposes of this privacy policy:
While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to:
Usage Data is collected automatically when using the service.
Usage Data may include information such as your device’s Internet Protocol address (IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
When you access the Service by or through a mobile device, we may collect certain information automatically, including, but not limited to the type of mobile device you use, your mobile device unique ID, the IP address of your mobile device, your mobile operating system, the type of mobile internet browser you use, unique device identifiers and other diagnostic data.
We may also collect information that your browser sends whenever you visit our Service or when you access the Service by or through a mobile device.
We use Cookies and similar tracking technologies to track the activity on our Service and store certain information. Tracking technologies used are beacons, tags, and scripts to collect and track information and to improve and analyse our Service. The technologies we may use include:
Cookies can be “Persistent” or “Session” Cookies. Persistent Cookies remain on your personal computer or mobile device when you go offline, while Session Cookies are deleted as soon as you close your web browser.
Call recording and monitoring
We may record or monitor telephone calls and other voice interactions with Next Smile for the purposes of staff training, quality assurance, complaint handling, fraud prevention and to improve our services. Recordings may include the audio of the call, caller number, date/time and other call metadata.
Why may record
We may use recordings to:
We collect call recordings as part of our normal business operations and treat them as personal information under the Privacy Act 1988 and the Australian Privacy Principles (APPs). We will take reasonable steps to let you know when a call is being recorded. Continuing with the call after hearing a recording notice or advice by an agent will generally be taken as consent to the recording. Where state or territory law requires, we will obtain any additional consent required before recording. For more information on how we handle personal information, please see the rest of this policy.
We keep call recordings only as long as necessary for the purposes described above or as required by law. In most cases recordings are retained for no longer than 24 months unless retained longer for an ongoing complaint, legal reason, regulatory requirement, or where a shorter/longer period is required by specific law or sector regulation.
Access to recordings is limited to authorised Next Smile staff and third-party service providers who assist with our operations (for example, cloud telephony providers). We store recordings securely and take resonable steps to protect them from misuse, interference and unauthorised access in line with APP 11 (security of personal information).
Your choices and rights
If you do not wish to be recorded, please tell the call operator when you are notified that the call will be recorded or press the option to speak to an agent (if that option is offered). You may also contact us to request access to, or correction of, information we hold about you (including call recordings) — see the “Contact us” section of this privacy policy.
The Company may use Personal Data for the following purposes:
The Company will retain your Personal Data only for as long as is necessary for the purpose set out in this privacy policy. We will retain and use your Personal Data to the extent necessary to comply with our legal obligations, resolve disputes and enforce our legal agreements and policies.
The Company will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of our Service or we are legally obligated to retain this data for longer time periods.
Your information, including Personal Data, is processed at the Company’s operating offices and in any other places where the parties involved in the processing are located. It means that this information may be transferred to – and maintained on – computers located outside of your state or other governmental jurisdiction where the data protection laws may differ from those in your jurisdiction.
Your content to this privacy policy followed by your submission of such information represents your agreement to that transfer.
The Company will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy and no transfer of your Personal Data will take place in an organisation or country unless there are adequate controls in place including the security of your data and personal information.
If the Company is involved in a merger, acquisition or asset sale, your Personal Data may be transferred. We will provide notice before your Personal Data is transferred and becomes subject to a different privacy policy.
Under certain circumstances, the Company may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities.
The Company may disclose your Personal Data in the good faith belief that such action is necessary to:
The security of your Personal Data is important to us, but remember that no method of transaction over the internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.
Our Service does not address anyone under the age of 13. We do not knowingly collect personally identifiable information from anyone under the age of 13. If you are a parent or guardian and you are aware that your child has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from anyone under the age of 13 without verification of parental consent, we will take steps to remove that information from our servers.
Our Service may contain links to other websites that are not operated by us. If you click on a third party link, you will be directed to that third party’s site. We strongly advise you to review the privacy policy of every site you visit.
We have no control and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
We may update our privacy policy from time to time. We will notify you of any changes by posting the new privacy policy on this page.
We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the “Last Updated” date at the top of this privacy policy.
You are advised to review this privacy policy periodically for any changes. Changes to this privacy policy are effective when they are posted on this page.
If you have any questions about our terms and conditions, you can contact us