This document outlines KNUCKLES Food Evolution’s policy on handling the personal information that we collect about individuals including customers and potential customers. ‘KNUCKLES Food Evolution, ‘we’, ‘us’ or ‘our’ refers to the KNUCKLES Food Evolution entity operating in Australia. We provide food wholesale and retail products and other products and services.
We are committed to protecting your privacy. When we request personal information, we will normally explain why we need it, how it will be used and whom we may share it with. At all times we will comply with the terms of this when handling your personal information.
Why do we need your personal information?
Understanding and meeting our customers’ needs over the course of their trading lifetime is a central part of our business. We do this by providing goods and services under various brands that are offered by entities within our group. To do this effectively, we need to collect certain personal information.
In this policy, personal information is any information that could identify you or be used to establish your identity.
We collect, hold, and use customers’ personal information so we can establish, manage and administer existing and potentially new products and brands provided by us, and comply with legal and regulatory obligations. We may also use and disclose your information for purposes related to those mentioned above, such as:
– Assisting with your questions and complaints
– Arranging for services to be provided by third parties
– Enhancing our customer service and product options
– Internal operations, such as record keeping, data analytics, auditing or training.
Will my personal information be used for direct marketing?
We use and disclose your personal information to keep you informed about the range of products and services offered by us.
You can opt out of receiving direct marketing information from us at any time.
What happens if I do not provide information that has been requested?
It’s your choice whether to provide your personal information. However, if you don’t, we might be unable to fulfill your request for a specific product or service or be unable to identify you to protect you against fraud.
What types of personal information do we collect?
We may ask for a range of personal information to assist us in providing you with relevant products and services. The information we request could include (but is not limited to) name, address, trading name, legal entity, and contact details.
Will we collect sensitive information?
We do not need to collect sensitive information about you. The scope of the information we collect is to, if you are a business client and wish to establish trading terms, ensure that there are adequate protections for all parties involved in our business transactions.
How do we collect personal information?
Most of the personal information we collect will be directly from you. We gather this information either through online forms or via direct interactions with you from our office, the account manager that we may assign to you, or to third parties that we may contact to provide our goods and services to you.
Can you remain anonymous or use a pseudonym when dealing with us?
If you wish to remain anonymous or to use a pseudonym when dealing with us (i.e. subscribing to our newsletter), we may be able to provide you with limited information about our goods and services; however in many cases it will not be possible for us to assist you with your specific needs if you wish to remain anonymous or use a pseudonym.
How do we protect your personal information?
Whether your personal information is gathered through face-to-face meetings or by interacting with us via telephone, mail, internet or other methods, we take steps to store your information securely. We hold your personal information in a combination of secure computer storage facilities, paper-based files, and other formats. We do not retain information such as credit card details, beyond the time it takes to process a payment.
We take a number of steps to protect personal information from misuse, loss, unauthorised access, modification or improper disclosure. These include instructing our staff who handle personal information to respect the confidentiality of customer information and the privacy of individuals.
When we don’t need your personal information anymore we will delete, destroy or de-identify it.
Who do we share personal information with?
We do not share your information with any organisations or individuals unless it is absolutely transactionally required.
Do we send personal information to overseas recipients?
How do we update your personal information?
We will update your personal information if you contact us. In most cases, you can update your personal information over the phone or via our website.
We may update your personal information if we believe the personal information we hold is incomplete or out of date, we could seek to correct or complete our records by gathering data directly from you.
We will never request information passwords or any details not required to perform general day-to-day business interactions. We may request transactional credit card details to process an invoice payment, but these details will be deleted once the transactional requirements have been completed. You can minimise this by arranging payments through a third party escrow service such as Paypal if we offer this as a payment gateway.
How can you contact us about privacy?
Your account manager is your usual first point of contact for any privacy related concerns. You can also contact us via our online contact form where your enquiry will be managed by one of our administrative staff.
How do you find out about your personal information we hold?
We utilise a SSL secured Customer Relationship Manager to manage your details. We can provide you a summary extract of the information that we have recorded in our CRM if you require this information.
There are some situations where we are allowed to refuse or limit your access to information, for example when the information is commercially sensitive. If that happens, we’ll write to you and let you know why.
There is no charge for making a request to access your personal information. However, in some cases there may be a charge to cover the time we spend locating, compiling and explaining the information you ask for. If there is a charge, we’ll give you an estimate up front and confirm that you wish for us to proceed.
How can you make a complaint about privacy?
If you ever have an issue or complaint in relation to privacy, please contact us via your appointed account manager or via the contact form on our website.
We take privacy-related complaints very seriously and consider all complaints carefully as part of our commitment to being open, honest and fair in dealing with your concerns. In most cases, we’ll contact you within five working days of receiving your complaint to let you know what actions we are taking regarding the matter.
How can you escalate unresolved privacy complaints?
If you feel your complaint has not been satisfactorily addressed in the first instance, or that it is taking too long to resolve, you can escalate your concerns to the state consumer protection office.
What are cookies and how do we use them?
We may also use external service providers to track the traffic and usage on the website, such as a “stat-counter”. Cookies are frequently used on many websites on the internet and you can choose if and how a cookie will be accepted by changing your preferences and options in your browser. You may not be able to access some parts of our websites if you choose to disable the cookie acceptance in your browser, particularly the secure parts of the website. We, therefore, recommend you enable cookie acceptance to benefit from all the services on the website.
Links to third party websites
Our websites may have links to external third party websites that may benefit the user. External websites should contain their own privacy statements and we recommend you review them when using their websites. Please note, however, that third party websites are not covered by this policy, and these sites are not subject to our privacy standards and procedures.
Website analytics measurement software is used to assist in tracking traffic patterns to and from our websites, anonymously surveying users of the sites. The system is used to collect such information as the number of unique visitors, how long these visitors spend on the website when they do visit, and common entry and exit points into and from the website. This non-personal information is collected and aggregated by third-party software and provided to us to assist in our analysis of our websites. You cannot be identified personally with this information and no personal information is stored about you.
About this policy
This policy is effective as of 1 July 2018. We will update this policy when our information handling practices change, and any amendments will apply to the information we hold at the time of the update. We will post the updated policy on our website; we encourage you to check our website from time to time to view our current policy. This policy incorporates the relevant provisions of the Privacy Act and the Australian Privacy Principles. This policy applies to the entities owned by KNUCKLES Food Evolution.