This Privacy Policy (‘Policy’) details how Harrison Agents Pty Ltd trading as Harrison Stays (‘we’, ‘us’, ‘our’) collects, uses, discloses and manages your personal information and how we maintain the quality and security of your personal information.
We value and respect your privacy and are committed to protecting your rights and interests and complying with the Privacy Act 1988 (Cth) (‘Privacy Act’), including the Australian Privacy Principles (‘APPs’) and other applicable privacy laws and regulations.
Please note that some forms, booking platforms, guest portals, owner agreements or other documents we provide to you for the purpose of collecting your information may contain a separate privacy statement or collection notice. If this is the case, the separate privacy statement or collection notice will apply to the collection of that information to the extent of any inconsistency.
The types of personal information we collect from you will depend on your interactions with us and the information you provide to us. However, this information may include information such as your:
name;
address;
phone number;
email address;
booking details;
guest stay details;
property ownership or property management details;
identification details, where required;
payment or billing information;
emergency contact details;
preferences or requirements relating to your stay; and
employment details, if you apply for a position with us.
You do not have to provide us with your personal information. Where possible, we will give you the option to interact with us anonymously or by using a pseudonym. However, if you choose to deal with us in this way or choose not to provide us with your personal information, we may not be able to provide you with all the services we could otherwise offer, including managing a booking, providing accommodation services or entering into a short-stay management arrangement.
We do not generally collect sensitive information. However, we may collect limited sensitive information where it is reasonably necessary for us to provide our services, such as information relating to accessibility requirements, health-related needs during a stay or other special requirements you choose to provide. Where required, we will seek your express consent in relation to the collection, use and disclosure of such information.
We collect your personal information directly from you in a variety of circumstances when you provide us with this information, including when you:
interact with us over the phone;
email us or submit an online enquiry through our website;
make or manage a booking;
submit information through a booking platform, guest portal or property management system;
participate in surveys or questionnaires;
attend an inspection, meeting or other event we coordinate;
enter into a short-stay management agreement with us;
subscribe to our mailing list; or
apply for a position with us as an employee, contractor or volunteer.
Sometimes we collect personal information about you from other sources where it is necessary to do so. This may happen where:
You have consented to the collection of the information from someone else;
we are required or authorised by law to collect the information from someone else; or
It is unreasonable or impracticable to collect the information from you personally.
Examples of other sources that we may collect personal information from include, but are not limited to:
booking platforms and channel partners;
payment providers;
guest verification or screening providers, where applicable;
publicly available sources;
your legal, financial or professional representatives;
property owners, guests, contractors or service providers involved in a booking or property management arrangement.
We use and disclose your personal information primarily to provide our services to you.
This may include using your information to:
respond to enquiries;
process, confirm and manage bookings;
communicate with guests before, during and after a stay;
provide guest support and property access information;
manage short-stay properties on behalf of owners;
coordinate cleaning, maintenance, repairs and guest services;
process payments, invoices, refunds or owner disbursements;
manage complaints, incidents, damage claims or insurance-related matters;
improve our services, systems, marketing and guest experience; and
meet our legal, regulatory, insurance and record-keeping obligations.
We will not use or disclose personal information we hold about you that was collected for a particular purpose for another purpose, unless:
You have consented to the use or disclosure of the information for another purpose; or use or disclosure is otherwise permitted under the Privacy Act, for example, where you would reasonably expect us to use or disclose the information for another purpose or the use or disclosure of the information is required or authorised by law or a court or tribunal order.
We may also use your personal information to send you direct marketing communications and information about our services, accommodation, property management services, opportunities or events that we consider may be of interest to you.
We may disclose your personal information to third parties for the purposes of advertising, including online behavioural advertising and website personalisation, and to provide targeted or retargeted advertising content to you, including through third-party websites. You may opt out of receiving marketing communications from us at any time by following the instructions to ‘unsubscribe’ set out in the relevant communication or by contacting us using the details provided at the end of this Policy.
We may disclose your personal information to third parties in accordance with this Policy and in circumstances where you would reasonably expect us to disclose your information. For example, we may disclose your personal information to:
our employees, officers, contractors and related entities;
our third-party service providers, including IT providers, booking platforms, property management software providers, payment providers, cleaners, linen providers, home maintenance contractors and tradespeople;
property owners, where reasonably required to manage a booking or property;
our marketing providers;
our insurers and professional services advisers;
associated lawyers, accountants or consultants;
emergency services, government agencies or regulatory bodies, where required or appropriate.
Some of our third-party service providers, such as virtual assistants, booking platforms, software providers or support providers, may be based in a country other than Australia, including the Philippines. We may disclose your personal information to such service providers where it is necessary to provide you with services you have requested from us.
Where we disclose your personal information to an overseas recipient, we will:
take reasonable steps to ensure that the overseas recipient does not breach the APPs, unless an exception in the Privacy Act applies; and
seek to ensure that your personal information is used, held and disclosed consistently with the Privacy Act and any other applicable laws.
We, and some of our third-party service providers, may have servers located in countries other than Australia. These countries may include:
USA
New Zealand
Denmark
India
Ireland
UK
Singapore
Sweden
We will not keep your personal information for longer than we need to. In most cases, this means we will only retain your personal information for the duration of your relationship with us unless we are required to retain your personal information to comply with applicable laws, for example record-keeping, tax, insurance or dispute resolution obligations.
You may conta
ct us to request that we delete the personal information we hold about you, and we will do so subject to applicable laws. Please note, however, that the deletion of your personal information from our systems may affect our ability to provide our services to you.
We do our best to keep your personal information accurate, complete and up to date. If you wish to make a request to access or correct the personal information we hold about you, please contact us.
We are committed to keeping your personal information secure.
We store your personal information in different ways, including physical and electronic form. We treat all personal information as confidential and take reasonable steps to ensure personal information is protected from:
misuse, interference and loss; and
unauthorised access, modification and disclosure.
However, we do ask you to note that the transfer of data over the internet can never be guaranteed to be 100% secure.
We may use artificial intelligence, automation and other technology tools to support our business operations and improve the services we provide. This may include tools that assist with administration, enquiry management, booking support, guest communications, marketing, reporting, service improvement, fraud prevention, data analysis or internal productivity.
Where these tools involve personal information, we will take reasonable steps to ensure that personal information is handled in accordance with this Policy, the Privacy Act and the Australian Privacy Principles.
We do not use artificial intelligence tools to make decisions about you that have a legal or similarly significant effect without appropriate human oversight.
We do not knowingly use personal information provided to us by guests, owners or other clients to train publicly available artificial intelligence models.
Where we use third-party technology providers, including providers that offer artificial intelligence or automated tools, we take reasonable steps to ensure they handle personal information securely and only for the purposes for which it was provided.
Our website may contain links to websites operated by third parties. If you access a third-party website through our website, your personal information may be collected by that third party. This may include booking platforms, payment providers, tourism websites or other service providers.
We make no representations or warranties in relation to, and are not responsible for, the privacy practices of any third-party provider or website.
Our website uses tracking technologies such as cookies in order to ensure a high standard of functionality and to deliver a tailored and relevant experience. For example, we may use Google Analytics, Meta Pixel and similar tools for the purposes of targeting, tracking, analytics and advertising. By using our website, you consent to the use of such cookies.
If you do not wish to allow cookies when you are using our website, you can amend the settings on your internet browser so it will not automatically download cookies. However, if you do remove or block cookies, please be aware that your browsing experience and our website’s functionality may be affected.
To opt out of Google Analytics’ use of cookies, you can install the add-on available here.
We may modify this Policy at any time and will notify you of any changes via email or by making the updated Policy available on our website. You should review this Policy regularly in order to ensure you are familiar with and agree with this Policy at all times.
If you have an enquiry or concern about how we collect, use or disclose your personal information, please contact us. We will try our best to respond to your enquiry within 10 business days.
Please note we may require proof of your identity and full details of your enquiry before we can consider and process your request.
You can contact us using the following details:
Email:
marketing@harrisonagents.com.au
Telephone:
03 6332 6400
Mail:
Attention: Harrison Stays Privacy Officer
Address: 48 Brisbane Street, Launceston, TAS 7250
If you are not happy with how we have handled or resolved a complaint in relation to your personal information or we have not replied to you within a reasonable time, then you can raise your concern with the Office of the Australian Information Commissioner (‘OAIC’). The OAIC recommends complaining to the organisation first before lodging a privacy complaint with the OAIC. (OAIC)
Complaints can be made to OAIC in the following ways:
Office of the Australian Information Commissioner
Telephone:
1300 363 992
Email:
oaicintake@oaic.gov.au
Mail:
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Online:
www.oaic.gov.au/privacy/making-a-privacy-complaint
