Privacy policy

In order to provide our customers with our products and services, we may collect and use personal information about them. If we are not provided with all the personal information we request, we may not be able to supply our products and services to you, and you or your organisation may not be able to participate in future offers of goods or services which we supply.

The type of information we collect includes names, addresses, email addresses, mobile telephone numbers, credit card details (if you buy products or services from us) and other contact details. However, credit card numbers are NOT stored in any form by us on any internal or external database.

If you give us your mobile telephone number and opt in to receive text messages from us, we also collect and keep a record of that consent. This includes the mobile number you provided, the date and time you opted in, the web page or form you opted in through, the IP address or device used, the exact wording of the consent disclosure shown to you at that time, and a record of the messages we send you and any opt-out request you make. We keep these records so we can demonstrate that you asked to receive messages from us and so we can honour your opt-out requests. Giving us your mobile number is always optional, and consent to receive text messages is never a condition of buying anything from us - declining either will not affect your ability to obtain our products and services.

We do not normally collect or store 'sensitive information', as defined in the Privacy Act 1988 (Cth) (eg information about ethnic origin, religious beliefs or health). However, where we are required to and able to do so, we will ask for your consent before collecting your sensitive information and let you know the purpose at the same time.

Generally, we collect your personal information from you. For example, we may collect information from you when you complete our online forms to subscribe to our different services, or when you otherwise provide us with information, whether in person, by telephone, online or in writing.

However, we may also collect personal information about you from someone other than you (for example from your employer or colleagues when setting up an account for you to use our services).

We only ever collect a mobile telephone number for text messaging directly from the individual whose number it is, and only where that individual has opted in as described in section 07. We do not obtain mobile numbers for text messaging from your employer, your colleagues, a purchased list, or any other third party source.

We take all reasonable steps to keep secure any personal information which we hold about you and to protect your personal information from loss, misuse or unauthorised alteration. Any personal information you provide to us is stored on secure servers. Access to personal information is limited to our employees who specifically need it to carry out their business responsibilities. We also maintain physical security procedures to manage and protect the use and storage of records containing personal information.

Our employees are obliged and trained to respect the confidentiality of any personal information held by us.

To help us protect your privacy, you should maintain the secrecy of the user name, password and other details you use to access and use our website.

We are not responsible or liable for the security of data sent via the internet.

We collect, hold, use and disclose personal information so we can:

• meet our legal obligations;
• identify our customers, potential customers and their representatives;
• provide our products and services or other benefits to you;
• communicate with you;
• inform you of any initiatives we think may be of interest to you;
• inform you about our products and services and the benefits of using our products and services;
• provide you with information about offers or other benefits that may become available;
• seek your opinion or comments about our products and services;
• carry out billing and debt recovery activities;
• carry out our management, administrative, quality assurance and complaint handling activities in a professional and efficient manner; and
• develop and implement initiatives to improve our products and services

Where we hold your mobile telephone number, we use it only for the purposes described in section 07. We do not use it for the promotional, offer or opinion-seeking purposes listed above; we pursue those by other means, such as email.

and for other secondary purposes.

We usually disclose the personal information we collect to our related entities, service providers and contractors that help us supply our products and services. For example, we may disclose the personal information we collect to our information technology providers, providers of marketing and promotional services, professional advisers such as legal practitioners and accountants, debt collectors and insurers.

Except as indicated above, we will not disclose your personal information to a third party unless:

• you have consented to the disclosure;
• the third party is our service provider or contractor, in which case we will require them to use and disclose the personal information only for the purpose for which it was provided to them;
• the third party is a person involved in a dealing or proposed dealing (including a sale) of all or part of our assets and business;
• the disclosure is to a related entity; or
• the disclosure is permitted, required or authorised by or under law.

Mobile numbers and text messaging consent. Despite anything else in this section, we do not sell, rent, share or otherwise provide your mobile telephone number, or your consent to receive text messages, to any third party or affiliate for their own or any other party's marketing or promotional purposes. This applies to every category of recipient listed above, including our providers of marketing and promotional services. We disclose your mobile number only:

• (a)to the messaging, telecommunications and information technology providers who help us deliver and keep records of the messages you have asked to receive, and only so they can perform that function for us;
• (b)to our professional advisers, or to a person involved in a dealing in our business, where they are bound to handle it consistently with this policy and are not permitted to use it for marketing or promotional purposes; and
• (c)where disclosure is required or authorised by or under law.

We may use personal information to advise you of new products and marketing initiatives that we think may be of interest to you. This may include product or service offerings, newsletters and general information about us.

If you prefer not to receive information about our products and services, you can ask to be removed from the relevant circulation list by contacting us at the contact details listed below.

We never disclose personal information to a third party for the purpose of allowing them to direct market their products or services to you, unless you have expressly consented to that disclosure.

We do not use your mobile telephone number to send you marketing or promotional text messages. The only text messages we send are those described in section 07. Nothing in this section permits us to use or disclose your mobile telephone number or your text messaging consent for any third party's or affiliate's marketing or promotional purposes, and the exception above for express consent to disclosure does not apply to mobile numbers or messaging consent.

What the program is. If you give us your mobile number and opt in, we send you text messages about meetings and about your account. There are two kinds:

• Meeting reminders - reminders and confirmations about demos and meetings you have booked with us, including changes to the time or a link to reschedule.
• Account and service notices - messages about your Factory account and the services you use, such as service and maintenance notices, security notifications, and follow-ups on a support request you have raised with us.

How you opt in. We only send these messages to people who have given us express consent to do so. You give that consent by entering your mobile number and ticking the consent box on one of our web forms, or by otherwise telling us in writing that you would like to receive text messages from us. The consent box is never pre-ticked, and consenting to text messages is not a condition of buying any product or service from us. You may only provide a mobile number that belongs to you or that you are authorised to provide.

Message frequency. For meeting reminders, you can expect 1-2 messages for each meeting you schedule with us. Account and service notices are sent only when something relevant to your account occurs, and you should not expect more than approximately 4 of them in a month.

Costs. Message and data rates may apply. These are charged by your mobile carrier, not by us, and depend on your mobile plan.

How to stop messages. You can opt out at any time by replying STOP to any message you receive from us. We will send you one final message confirming that you have been unsubscribed, and will then stop sending you all text messages of both kinds described above. You can also opt out by emailing us at privacy@factory.app. Reply HELP to any message for help, or contact us at privacy@factory.app. Opting out of text messages does not stop emails or other communications you have asked for or that we are required to send you.

We do not share your mobile information. We do not share, sell, rent or otherwise provide your mobile telephone number or your text messaging consent data to any third party or affiliate for marketing or promotional purposes. No mobile information is shared with third parties or affiliates for marketing or promotional purposes. We disclose your mobile number only as set out in section 05 - broadly, to the providers who help us deliver and record these messages, and where the law requires it - and those providers are not permitted to use your number for their own purposes.

What we do with the information. We use your mobile number to send you the messages described above, to keep a record of your consent and any opt-out request, and to maintain delivery and support records. We keep consent and opt-out records for as long as we send messages to you and for a reasonable period afterwards, so that we can continue to honour your opt-out.

Delivery. Message delivery depends on your mobile carrier and network, and carriers are not liable for delayed or undelivered messages.

Age. Our text messages are intended for people aged 18 and over who are dealing with us in a business capacity. Please do not provide a mobile number if you are under 18.

Questions. Contact our Privacy Officer at privacy@factory.app.

If at any time you want to know what personal information we hold about you, you are welcome to request access to that information by contacting us at the contact details listed below.

We always try to make sure that the information we hold about you is accurate, complete and up-to-date. If at any time you believe the personal information that we hold about you is incomplete or inaccurate, please let us know. We will use all reasonable efforts to correct the information.

As our business evolves, our business processes and policies will be reviewed and may be amended. We may change this policy at any time. We will notify you of any change by posting an updated version of the policy on our website and we will do our best to send you an email with a link to any new versions of this policy. Please be aware that it is your responsibility to check our website and make sure you keep up-to-date with any changes to this policy.

We are committed to constantly improving our procedures so that your personal information is treated appropriately. If you feel that we have failed to deal with your personal information in accordance with this policy, please contact us at the contact details listed below so we have an opportunity to resolve the issue to your satisfaction.

Our privacy officer will:

• listen to your concerns and grievances;
• discuss with you the ways in which we can remedy the situation; and
• put in place an action plan to resolve your complaint and improve our information handling procedures if appropriate.

We may disclose, transfer and store your personal information with our third party service providers and affiliates outside Australia for the purpose of providing Factory or any part of it. The countries in which your personal information may be stored, processed or disclosed are Australia, New Zealand, the United States, Canada and the United Kingdom. This includes the messaging and telecommunications providers we use to send text messages, which may process your mobile number and message content in the United States. Where we do this, we take reasonable steps to ensure the recipient handles your personal information in a manner consistent with the Australian Privacy Principles. We do not disclose your mobile number or messaging consent data to any overseas recipient for that recipient's own marketing or promotional purposes.

If you require more detailed information about how we deal with personal information or if you have any concerns about how we have dealt with your personal information, please let us know by contacting us at:

We will aim to respond to your concerns as quickly as possible.