'Personal information' means information we hold about you where your identity is either clear or can be reasonably determined. When you give us your personal information, it imposes a serious responsibility on us. Protecting your privacy when handling your personal information is very important to us and is fundamental to the way we serve you.
Generally, we will collect personal information directly from you, and only to the extent necessary to provide the product or service (including our agency functions) you requested or to carry out our internal administrative operations or meet relevant regulatory requirements. An 'agency function' means a service that we provide to you on behalf of another organisation, such as our Post Billpay and Bank@Post services. We may also collect personal information for the purpose of enhancing our ability to improve service delivery to you and other customers in the future.
We may collect personal information from you when:
- you fill in an application form;
- deal with us over the telephone or over web chat;
- purchase a product or service in one of our retail outlets;
- register for, or use, our online products and services;
- e-mail us;
- create an account with us;
- participate in an online promotion
- provide us with feedback
- complete online surveys
- contact, register with, post to, like or follow any of our social media websites, pages, forums or blogs
- ask us to contact you after visiting our website.
We will collect personal information from you by lawful and fair means.
If you choose to not provide your personal information when requested, we may not be able to deliver the product or service that you have requested. We will endeavour to make this as clear as possible for each service.
In some cases, where it makes sense and is lawful, you can interact with us anonymously or by using a pseudonym (an alias). We will endeavour to make this option clear when it is available to you.
As noted above, we will only collect personal information from you that's necessary to provide the product or service or to carry out internal administrative functions, or any other personal information you submit to us. We collect different personal information depending on the product or service that you have requested. Some examples include:
- Parcels - When you ship a parcel with us we will capture the details of the parcel including shipping activities (for tracking purposes), the weight and dimensions of the parcel, and the sender and receiver details. This information allows us to route the package and to respond to queries from both the sender and the receiver.
Mail Call - We collect your personal information when you communicate with us to inquire, book or pay for our courier services.
We may also collect personal information from third parties such as retailers, other individuals or any other third party in order to provide our courier services to you. In such instances we assume the person providing the information is authorised to provide us with your personal information. There may be occasions when we collect information about you from a third party where it is reasonably necessary or normal business practice to do so, for example from payment gateways relating to payments made through third party providers.
- Identity and Document Services - Given our broad presence across Australian communities, we provide a range of identity and document services that allow our customers to apply for ID cards (e.g., KeyPass), apply for government papers, apply for passports, and witness document as well as a broad range of other services. These services, performed on behalf of other organisations and agencies often require the collection of identity details such as name, address, and proof of identity details (e.g., drivers licence, passport number). We typically pass this information to the service provider and retain a copy in case there are problems with the processing of the transaction and to meet our legal obligations. After the retention period is over, your personal information is deleted.
- Post Billpay - When you pay your bills at Australia Post, we only capture enough information to ensure the right bill is paid. Generally, this includes a reference number for the bill and does not include your personal information.
If you attempt a Post Billpay One Off payment via the MyPost Digital Mailbox, we may also collect and temporarily store your financial information including bank account balances, bank account payment limits, a record of your previous banking transactions and information about your internet banking sessions. Information may also be collected about how you interact with Post Billpay. We collect information in a number of ways, including:
where you provide information directly to us using Post Billpay using a computer or other device; and
where we receive personal information from a biller with whom you deal and where you elect to use Post Billpay in respect of that biller.
- Newsletters - We offer a number of newsletters such as Our Neighbourhood, our Brand Hub, or Promotions and Offers. We collect your name and your email address which we keep until you choose to unsubscribe from this service.
- The Online Shop - When you register for an account with the Australia Post Online Shop, we collect basic contact details (name, address, phone, email) to simplify the checkout process for you and to allow you to sign-up to receiving related promotional offers.
- Mail Redirection Service - When you ask us to redirect your mail, we collect your personal information including name, old and new addresses, email address and phone number. Phone is captured to allow us to contact you in the event of issues with processing your request. Email address is captured to allow us to send you a notification when the service is ending and to allow you to sign-up for promotional offers if you request them. We also use this information to notify third parties of your address change if you sign up for this service. The remaining details are captured to allow us to redirect your mail.
For further privacy information surrounding how the Mail Redirection Services protects and handles your personal information you may refer to http://auspost.com.au/parcels-mail/privacy-information.html.
- Money Transfers - When you visit Australia Post to transfer money, we capture personal details from you to enable the transfer of funds from you to the receiver.
Securepay - We process secure online payments for our merchant customers through our Gateway and Online Payments offerings, in particular:
o Securepay Gateway captures basic payment information and passes it through to the relevant financial institution.
o Securepay Online Payments serves as the merchant acquirer on behalf of merchant customers. In order to perform this service we are required to conduct Know Your Customer checks on merchants in order to appropriately assess credit risk.
- POLi Payments - We may also collect your financial information including bank account balances, bank account payment limits, a record of your previous banking transactions and information about your internet banking sessions. Information may also be collected about how you interact with POLi payment applications. POLi may collect information in a number of ways, including:
- where you provide information directly to us using the POLi Payments System using a computer or other device; and
- where we receive personal information from merchants with whom you deal and where you elect to use the POLi Payments System in respect of that merchant.
- Decipha - We manage both physical and virtual mailrooms and fulfil inbound information management solutions, including various document processing services. We scan physical mail and use a wide range of technologies to accurately capture information, images and relevant data from both structured and unstructured forms. Decipha also securely track and expedite the handling of financial data and payments, and can scan and archive data for our merchant customers.
- Mail Plus - Your personal information may be collected through the course of fulfilling our Pick-Up & Delivery Services, including but not limited to handling incoming and outgoing mail, parcel delivery and collection.
"Unsolicited" personal information is personal information about an individual that an organisation has unintentionally received. This is an uncommon occurrence for the APG, but when it does happen, we will protect your personal information with the same rigour as we treat personal information that we intended to collect. If we could not have collected this information through our normal processes, we will de-identify that information as soon as we can.