Privacy Policy

Serenity Consulting Pty Ltd recognises that your personal information is important to you and that you are concerned with its collection, use and disclosure. Serenity Consulting, like other companies operating in Australia, is bound by the Australian Privacy Principles set out in the Privacy Act 1988 (Cth), which sets clear standards regarding these activities.

This policy contains information about the following:

When you can deal with Serenity Consulting anonymously;
The purposes for which Serenity Consulting collects, holds, uses and discloses personal information;
The types of personal information that Serenity Consulting collects;
How Serenity Consulting collects and holds personal information;
How you may access the personal information that Serenity Consulting holds about you, how you may seek correction of that personal information; and
How you may complain about a breach of the Australian Privacy Principles by Serenity Consulting and how Serenity Consulting will deal with such a complaint.

When can you deal with Serenity Consulting anonymously?

Generally, you can deal with Serenity Consulting anonymously (i.e., without identifying yourself). In certain circumstances, however, Serenity Consulting will ask you to provide personal information because it is required by law or Serenity Consulting’s policies to do so or because it would be impracticable to deal with you anonymously. These circumstances include where you order goods online (including when you pick up such goods from one of our stores), where you return goods for repair, where you purchase goods to be delivered or installed, collect goods from a Serenity Consulting outlet, where you enter one of our competitions when you submit a request, enquiry, complaint, consumer guarantee or warranty claim when you pre-order goods and when you purchase goods on lay-by.

Why does Serenity Consulting collect, hold, use and disclose personal information?

Serenity Consulting collects, holds, uses and discloses personal information for several purposes connected with our business operations, which include:

Providing you with products or services you have ordered/purchased;
Dealing with requests, enquiries, complaints, consumer guarantee or warranty claims, and other customer care-related activities;
Marketing our products and services and providing advice on our products;
Making recommendations or suggestions to you with our products and services;
Developing and improving our products and services (for example, through customer reviews and surveys);
In connection with our loyalty or reward programmes and competitions;
The operation and administration of accounts or subscriptions that you have with us;
Payment processing;
Processing a refund or exchange of a product;
Carrying out certain checks (for example, for our fraud or theft prevention processes, if you wish to open an account with us, obtain credit from us, collect goods from a Serenity Consulting warehouse or storeroom, or pick up goods in-store that have been ordered online);
Interacting with companies or organisations with whom Serenity Consulting has a business relationship (where you work for or otherwise represent such an organisation);
Reconciling payments due to Serenity Consulting from suppliers concerning goods or services provided to you by those suppliers;
Purposes relating to any third-party acquisition or potential acquisition of an interest in Serenity Consulting or its assets;
Complying with our obligations under agreements with third parties;
Carrying out day-to-day surveillance of our stores for operational and security purposes;
Carrying out any activity in connection with a legal, governmental or regulatory requirement that we must comply with, or in connection with legal proceedings, crime or fraud prevention, detection or prosecution.

Serenity Consulting is required by law to collect personal information in certain circumstances, including if you trade in goods. This is under, dependent on the State or Territory in which you are located, Second-hand Dealers and Pawnbrokers Act 2003 (Qld), the Second-hand Dealers and Pawnbrokers Act 1996 (SA), the Second-hand Dealers and Pawnbrokers Act 1994 (Tas), the Second-Hand Dealers and Pawnbrokers Act 1989 (Vic), the Consumer Affairs and Fair-Trading Act 1990 (NT) and related regulations.

We may also use and disclose your personal information for other purposes described above, which you reasonably expect.

Documents (including hard copy documents and electronic documents such as emails) that coincidentally contain personal information will also be retained following Serenity Consulting’s regular document retention practices for accounting, legal and business purposes.

Generally, you have no obligation to provide any personal information requested by us. However, if you choose not to do so where we require this information, we may not be able to provide you with the goods and services you want or deal with a request, enquiry or complaint.

What personal information does Serenity Consulting collect?

The kinds of personal information we collect or which we may hold about you may include:

Your name;
Your address;
Your date of birth;
Your telephone number(s);
Your e-mail address;
Payment information;
Financial information such as your bank account details;
Transaction information;
Your username and password;
Details about your earnings (if you are buying products using a finance plan);
Information contained on identification documents (such as driving licences) and, in some specific cases, copies of such identification documents, where we require these to verify your identity;
Information on how you use our products and services;
Your Internet Protocol (“IP”) address, server address, domain name and information on your browsing activity when visiting one of our websites;
Your username for social networking sites that you use to refer to, or in conjunction with, our goods and services;
Personal preferences or views regarding products and services; and
Audio-visual surveillance and recording of you when you visit our store or pick up goods from our retail showroom.

How does Serenity Consulting collect and hold your personal information?

We collect personal information in many ways, including:

When you order goods or services from us (either online, in-store or over the telephone);
When you collect goods that you have ordered from us, including from a Serenity Consulting warehouse or storeroom;
When you set up an account with us;
When you purchase certain products or extended warranties from us;
When you pay for goods by cheque;
When you request a refund or exchange of a product;
When you subscribe to our catalogues or mailing lists;
When you subscribe to Serenity Consulting subscription service;
When you sell second-hand goods to us or buy second-hand goods from us;
When you enter competitions or promotions that we run;
When you provide us with your details for customer care purposes;
When you browse one of our websites (further information is set out later in this Privacy Policy);
When you submit an enquiry using one of our websites;
When you complete surveys or provide online feedback or product reviews;
When you publicly comment about us on social media sites (for example, so that we can answer questions about our products); and
Through the audio-visual surveillance and recording located in our store, outside our store (e.g., in the front entry area of a store) or in collection areas (e.g. loading docks), when you visit one of our stores or pick up goods from a collection area.

Generally, Serenity Consulting will collect your personal information directly from you. However, Serenity Consulting also holds information, collected incidentally, concerning individuals who work for companies or organisations with a business relationship with Serenity Consulting. Additionally, if you apply for a job with Serenity Consulting, we may collect personal information about you from any third parties that you nominate as your referees in your application.

Serenity Consulting holds personal information in many ways, including:

As part of customer records and other electronic documents on which personal information is contained, which are stored on our information technology systems and servers operated by third parties who provide services to us in connection with our business; and
Securely storing hard copy documents on which personal information is contained at our various premises and using third-party document management and archiving services.

Marketing

We may use the personal information we collect to promote and market our products, services, and promotions to you through channels such as email and SMS. This may include exclusive offers, product updates, event announcements, and other promotional content from Serenity Consulting.

By creating an account with us or signing up via our website (including through any pop-up forms), you agree to receive our marketing communications. Your details will be added to our marketing database for this purpose.

You can unsubscribe from our marketing communications at any time by clicking the unsubscribe link in our emails or replying STOP to our SMS messages.

If free shipping is offered as part of a promotional campaign, it applies only to standard shipping methods and may not be the fastest option available. The free shipping offer is capped at a value of $30 AUD per order and is limited to one use per customer, unless otherwise stated.

We do not sell or rent your personal information to third parties for marketing purposes. For full details on how we handle your data, please refer to our full Privacy Policy.

Mobile Terms of Service

The Serenity Consulting Pty Ltd mobile message service (the “Service”) is operated by Serenity Consulting Pty Ltd (“Serenity Consulting Pty Ltd”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Serenity Consulting Pty Ltd’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Serenity Consulting Pty Ltd through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Serenity Consulting Pty Ltd. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to Serenity Consulting or click the unsubscribe link (where available) in any text message to cancel. You’ll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Serenity Consulting Pty Ltd mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to SERENITYCONSULTING or submitting a privacy enquiry.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

How to unsubscribe

You can unsubscribe from our marketing communications at any time in one of the following ways:

Emails: Select the “unsubscribe” option in one of the emails you’ve received from us to unsubscribe. The “unsubscribe” button can usually be found at the top or bottom of the email. Please note that if you have an account with Serenity Consulting, we may still need to send you information about your account or purchase.
SMS: Unsubscribe by texting the stated response word, e.g. “STOP”, to the mobile number provided in the SMS we sent you.

Alternatively, you may opt out of receiving marketing communications by submitting a privacy enquiry.

Sharing your personal information

Serenity Consulting may disclose or receive personal information or documents about you, including to/from:

Organisations that provide services to us in connection with our business, including customer support, customer experience/engagement, payment processing, administration, archival, data storage, data analytics, hosting, research, mail and delivery, installation, distribution, logistics, marketing, auditing, share registry, consulting, financial and legal advisory, banking, debt collection, security or technical services and the operation of Serenity Consulting website. In some cases, these service providers may collect your personal information on our behalf;
Manufacturers and distributors of goods;
If you return goods to Serenity Consulting to be repaired, third parties, including our repairs system administrator, the manufacturer of the goods and authorised repairers;
Law enforcement agencies to assist in the prevention, investigation and prosecution of criminal activities;
Parties involved in any third-party acquisition or potential acquisition of an interest in Serenity Consulting or its assets;
Our insurers and insurance brokers;
If goods you purchase from Serenity Consulting are subject to a product recall, the manufacturer or distributor of those goods; and
To other third parties, you have expressly consented to disclose information to these third parties.

Additionally, suppose you return goods to us on which personal information is stored for repair (for example, on a mobile phone or computer) and do not delete that personal information. In that case, Serenity Consulting will send the goods to the repairer. By returning such goods to Serenity Consulting for repair, you consent to Serenity Consulting disclosing any personal information on the goods to the repairer by way of Serenity Consulting sending the goods to the repairer.

Disclosure of personal information to overseas recipients

Serenity Consulting is likely to disclose the personal information that it collects and holds about you to third parties who are not in Australia (such as third parties who are located in the United States of America, Singapore, the United Kingdom, Holland, Israel and New Zealand) for one or more the purposes set out in this policy, e.g. to provide you with the goods/services you have purchased. Some jurisdictions where these third parties are located may have less protective privacy and data protection laws than Australia.

Personal information collected on behalf of other parties

Serenity Consulting may collect information about you on behalf of third parties. For example:

Data gathered for finance providers such as PayPal if you wish to purchase goods on finance.

In these cases, the documentation you sign will set out how these third parties will use the personal information you provide, and the privacy policies of the third parties will apply. Serenity Consulting may also receive personal information or documents about you from these third parties where necessary in connection with the provision of goods or services by Serenity Consulting.

How we deal with your personal information if you apply for a job with us

Suppose you apply for a job with us. In that case, you may be required to provide us with certain personal information, including your name, employment and educational background, and other personal information you may need or choose to provide us concerning your job application.

We will hold, use and disclose that information solely to consider your application. In particular, in considering your application, it may be necessary for us to reveal some of that information to third parties to verify the accuracy of that information. In such circumstances, we will disclose only such information as is necessary for the circumstances.

In considering your application, we may also collect personal information about you from any third parties you nominate as your referees.

Security of your personal information

We will take reasonable steps to ensure that our personal information is stored in a secure environment protected from misuse, interference and loss and any unauthorised access, modification or disclosure.

How to access, correct and update your personal information

Upon your request, Serenity Consulting will provide access to your personal information that we hold (except in certain circumstances set out in the Privacy Act 1988 (Cth)). It will, of course, require some proof of your identity before providing information to you. Serenity Consulting serves the right to charge you an administration fee of $25 inc. for providing access to your personal information.

You may also request us to correct the personal information Serenity Consulting holds about you. If you do so and we are satisfied that, having regard to the purpose for which the data is stored, the information is inaccurate, out-of-date, incomplete, irrelevant or misleading, Serenity Consulting will take such steps as reasonable as possible to correct your personal information to ensure that, having regarding the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading.

Please submit a privacy enquiry to request access to the personal information Serenity Consulting holds about you or update or correct that personal information.

In addition:

If you are a subscriber to our marketing database, you can also update your details via the “unsubscribe” option in one of the emails that you receive from us;
If you subscribe to one of our services, you can also update your details via that service.

Additional information for users of our websites

Suppose you visit www.serenityconsulting.com.au or any other Serenity Consulting websites to read, browse or download information. In that case, our system may record information such as the date and time of your visit to the website, the pages accessed, and any information downloaded. This information is used:

For statistical and reporting purposes;
For website administration, security, and maintenance purposes; and
To direct you to material on our websites that we believe will interest you.

Like many websites, our website uses “cookies”. Cookies are small text files that we transfer to your computer’s hard drive through your web browser to enable our systems to recognise your browser and log-in status. We may also use cookies to record non-personal information such as the date, time or duration of your visit or the pages accessed, for website administration, statistical and maintenance purposes to measure traffic and visitor behaviour and to understand the impact of online advertising, use remarketing and audience targeting. Any such information will be aggregated and not linked to particular individuals. The default settings of browsers like Internet Explorer usually allow cookies. However, users can easily erase cookies from their hard drives, block all cookies, or receive a warning before a cookie is stored. Please note that some parts of the website may not function fully for users that disallow cookies.

Our website also uses tags, tiny bits of website code that allow us to measure traffic and visitor behaviour, understand the impact of online advertising, and use remarketing and audience targeting. These tags do not collect any personally identifiable information.

While we take great care to protect your personal information on our website and use state-of-the-art data transmission encryption, unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. Accordingly, we cannot ensure or warrant the security of any information you send or receive from us online. This is particularly true for the information you send to us via email. We have no way of protecting that information until it reaches us. Once we receive your transmission, we will use our best efforts to ensure its security in our possession.

Our websites may contain links or plug-ins to other sites. We are not responsible for the content of, or the privacy practices or policies of, those sites.

Exemptions

Serenity Consulting sometimes handles personal information relying on exemptions under the Privacy Act 1988 (Cth), for example, concerning:

Employee records,
Related bodies corporate,
Provision of services to State or Territory authorities, and
Operations outside Australia relating to personal information of non-Australians.

Any permitted handling of personal information under such exemptions will take priority over this Privacy Policy to the extent of any inconsistency.

Privacy Queries

If you have any queries or concerns, you can obtain further information by contacting our Privacy Officer by submitting a privacy enquiry or by post to the Privacy Officer, Serenity Consulting Pty Ltd, 4 Collins St Pendle Hill NSW 2145.

Serenity Consulting Pty Ltd ACN 677 695 895

How to make a complaint

If you are concerned that the way Serenity Consulting collects, holds, uses or discloses your Application Documentation Information may be in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code, please send the details of your complaint to the Privacy Officer by submitting a privacy enquiry.

How Serenity Consulting will handle complaints

After receiving a complaint, we will consider whether we need further information from you to view and investigate the complaint appropriately and may request such information from you. We will then:

Conduct internal discussions with the relevant business units involved in the collection, holding, use or disclosure of your Application Documentation Information which is the subject of your complaint, and evaluate whether we believe that such collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code; and
Notify you of the results of our investigation of your complaint.

Suppose our investigation concludes that our collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code. In that case, we will take steps to remedy the breach as soon as reasonably practicable.

We will endeavour to notify you of the results of our investigation of your complaint within 30 days of receiving your complaint. However, if your complaint involves complex matters or requires extensive investigation and consultation, it may not be possible to respond within this timeframe. In these circumstances, we will seek your agreement to a more extended period for us to respond to your complaint.

Suppose you are dissatisfied with our response to your complaint. In that case, you are entitled under Part V of the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner. Information about how to make a complaint is available from the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).

Do not sell or share my personal information

As described in our Privacy Policy, we collect personal information from your interactions with us and our website, including through cookies and similar technologies. We may also share this personal information with third parties, including advertising partners. We do this in order to show you ads on other websites that are more relevant to your interests and for other reasons outlined in our privacy policy.

Sharing of personal information for targeted advertising based on your interaction on different websites may be considered “sales”, “sharing”, or “targeted advertising” under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities. If you would like to exercise this opt-out right, please follow the instructions below.

If you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will treat this as a request to opt-out of activity that may be considered a “sale” or “sharing” of personal information or other uses that may be considered targeted advertising for the device and browser you used to visit our website