Privacy Policy
Shed Enterprises Pty Ltd (‘Shed’, ‘we’ or ‘us’), is committed to protecting your personal information in accordance with the Australian Privacy Principles provided for under the Privacy Act 1988 (Cth) (‘Privacy Act’). These principles govern how we can collect, use, hold and disclose your personal information.
What kinds of personal information do we collect and hold?
When you apply any of our financial products or services, we may collect information that is necessary to be able to provide you with the product or service. For instance, we may ask for identification information such as your name, address, and date of birth. Any unsolicited personal information we may collect will be promptly destroyed.
We may also collect other information as may be required from time to time either to provide financial products and services to you or ensure compliance with the law.
The organisation will provide a complaints management procedure that:
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- Checking your eligibility for receiving the financial product or service;
- Providing you with the appropriate disclosure materials; and
- Helping you manage your engagement with the financial product or service.
How do we collect personal information?
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We collect most personal information directly from you. Sometimes we collect personal information about you from other people such as publicly available sources of information.
Some of our products and services are offered by intermediaries such as financial planners, solicitors and/or accountants and we may collect personal information about you from these third parties, if and where applicable.
How do we hold personal information?
We collect most personal information directly from you. Sometimes we collect personal information about you from other people such as publicly available sources of information.
Some of our products and services are offered by intermediaries such as financial planners, solicitors and/or accountants and we may collect personal information about you from these third parties, if and where applicable.
Much of the personal information we hold will be stored electronically and securely by us at the offices of our administrator. We use a range of security measures to protect the personal information we hold.
What is an eligible data breach?
In accordance with the Notifiable Data Breaches (‘NDB’) scheme of the Privacy Act, we (along with our service providers) will notify you of any unauthorised access, disclosure or loss of personal information.
In these circumstances, we perform an assessment to determine if there has been an ‘eligible data breach’. To do so, we consider if the access or disclosure of personal information is likely to result in serious harm to the individuals affected by the suspected data breach.
If we determine there has been an ‘eligible data breach’, you will be notified as soon as practicable. We will notify you with the details of the breach and the recommended steps to take to mitigate any concerns. As required, we will report an ‘eligible data breach’ to the Office of the Australian Information Commissioner (‘OAIC’).
In summary, subject to certain exemptions, the NDB scheme requires us to:
carry out a reasonable and expeditious assessment if there are reasonable grounds to suspect that there may have been an eligible data breach (and to take reasonable steps to complete that assessment within 30 days); and make the prescribed notifications (to OAIC, and if practicable, to affected individuals) as soon as we are aware that there are reasonable grounds to believe that there has been an eligible data breach. The notifications must include a description of the data breach, the kinds of information concerned and recommendations about the steps individuals should take in response to the data breach.
Who do we notify when there is a data breach of your personal information?
We are obliged to notify individuals whose personal information is involved in a data breach that is likely to result in serious harm (i.e. eligible data breaches). This notification must include recommendations about the steps individuals should take in response to the breach. The OAIC must also be notified of eligible data breaches.
Do we disclose personal information overseas?
We may disclose your personal information to recipients located outside Australia. These entities may include our service providers, which perform technology, operational and customer service functions on our behalf and may have hosting and cloud service providers in locations outside of Australia.
We will only do so in compliance with all applicable Australian data protection and privacy laws. We will not disclose your personal information to an overseas recipient unless we have taken reasonable steps to ensure that the recipient protects your privacy according to the Australian Privacy Principles. Nor will we sell your personal information or otherwise disclose it to a third party for a purpose which unrelated to a product or service we are providing to you.
We have a strict duty to maintain the privacy of all personal information we hold about you, however certain exceptions may apply. For example, disclosure of your personal information may be authorised or required:
By law (e.g. disclosure to courts under subpoena or to various government departments and agencies such as the Australian Taxation Officer).
In the public interest (e.g. where a crime, fraud or misdemeanour may be committed or suspected or with your consent, your consent may be implied or express and it may also be verbal or written).
Do we use or disclose personal information for marketing?
We may use your personal information to offer you other products and services that we believe may interest you. We will not do this if you tell us not to.
If you don’t want to receive marketing offers from us, please contact us on the details listed at ‘Contact us’.
Access to and correction of personal information
You can request access to the personal information we hold about you. You can also ask for corrections to be made on information that you may believe is inaccurate, incomplete or out of date.
To request access or to make any corrections, please contact us on the details listed at ‘Contact us’.
Resolving your privacy concerns and complaints – your rights
If you are concerned about how your personal information is being handled or if you would like to make a complaint, please contact us on the details listed at ‘Contact us’.
We will endeavour to respond to any privacy complaints within 30 days.
If you are not satisfied with our response to your privacy complaint, you may seek a review by contacting the OAIC:
Website: www.oaic.gov.au/contact-us
Phone: 1800 363 992
Email: enquiries@oaic.gov.au
Mail: Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Contact us
If there is anything you would like to discuss, please contact us. If you have any questions or concerns about our privacy policy or practices, please contact us using one of the following methods:
Contact form: Home – Shed Enterprises (shed-ent.com.au)
Phone: 9247 8533
Who do we disclose your personal information to, and why?
Sometimes we may disclose your personal information to organisations outside Shed. For example, with the administrator of the Fund, so that it may perform its duties for the Fund and our services.
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- treat you with respect
- tell you what to expect while your complaint is being looked into
- carry out the complaint handling process in a fair and open way
- provide reasons for decisions that are made
- protect your privacy
What can I make a complaint about?
You can make a complaint to Shed about the delivery of Shed services, per contract terms.
Shed Enterprises undertakes customer service handling per the terms disclosed within some customer contracts. Shed Enterprises does not have the authority to directly investigate complaints about these organisations. If you have a complaint regarding one of our customers, we recommend that you discuss the complaint with the organisation directly.
A person wishing to make a complaint may do so in writing or verbally to:
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- the staff member they were dealing with at the time, unless you are making a complaint about this person
- The Operations Manager
- the Chief Operating Officer or Chief Executive, or
If the complaint is about:
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- a product or service delivered by Shed, the complaint will normally be dealt with by the relevant relationship manager
- a staff member, the complaint will normally be dealt with by the relevant senior manager
- a senior staff member, the complaint will normally be dealt with by the Chief Operating Officer or the Chief Executive
- the Chief Operating Officer, the complaint will normally be dealt with by the Chief Executive Shed Enterprises
- the Chief Executive, the complaint will normally be dealt with by the Chief Operating Officer
- Internal complaints, where a staff member makes a complaint concerning another staff member, will be dealt with in accordance with the Grievance Policy of Shed Enterprises
Written complaints may be sent to the attention of the Operations Manager. The Operations Manager will be responsible for receiving this correspondence and directing it to the appropriate person.
Procedure for compaints management
The person managing the complaint will be responsible for:
1. REGISTERING THE COMPLAINT:
registering the complaint in the Shed Enterprises complaints register
informing the complainant that their complaint has been received and providing them with information about the process and time frame
2. INVESTIGATING THE COMPLAINT:
examining the complaint within 5 working days of the complaint being received
informing the complainant by letter within 10 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.
As far as possible, complaints will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.
3. RESOLVING THE COMPLAINT:
making a decision or referring to the appropriate people for a decision within 20 working days of the complaint being received
Informing the complainant of the outcome and any options for further action if required
4. WHAT IF I AM UNHAPPY WITH THE RESOLUTION?
If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with the Ombudsman in your state. The Ombudsman’s office will determine if it has the power to investigate your complaint.
https://www.afca.org.au/ – The Australian Financial Complaints Authority
RECORD KEEPING
A register of complaints will be kept by Shed Enterprises. The register will be maintained by the Operations Manager and will record the following for each complaint:
Details of the complainant and the nature of the complaint
- Date lodged
- Action taken
- Date of resolution and reason for decision
- Indication of complainant being notified of outcome
- Complainant response and any further action
Copies of all correspondence and other materials received by Shed in connection with any complaints will be kept for 7 years.
The complaints register and files will be confidential and access is restricted to the Operations Manager, the Chief Operating Officer, and the Chief Executive.
A statistical summary of complaints will also be kept by Shed Enterprises and maintained by the Operations Manager. The Operations Manager will be responsible for preparing a report on received feedback and complaints once month to the Chief Operating Officer, and the Chief Executive.
