Powercom Interactive Media Pty Ltd (PCIM) offers from IVR based content delivery mechanisms, micro payment solutions, contact center solutions in the form of IVR based applications to fully managed customer contact platform including human resources and other means for parties to communicate with their end-users. As such, PCIM receives and passes on (personal) information to which the Privacy Act 1988 (Commonwealth) and Australian Privacy Principles (APP’s) of 12 March 2014 are applicable.
“Service” or “Services” refer in this policy to the customer care service platform and resources made available by Powercom Interactive Media Pty Ltd (PCIM). Depending our the agreement, the Services that the outsourcing organisation may or may not include resources such as agents, supervisors or be a turn key managed contact center solution.
“Partner” means the organisation that outsourced (or outsourced parts of) its customer contact center to the Service.
“Agent” refer to customer contact officers who effectively use the Services to communicate with end-users. The agents can be employed by our partner, or be part of a managed contact center solution agreement and as such, being deployed by us on the partner’s behalf.
“End-users” are users that have engaged with the partner and who use our partner’s service, goods or products and that contacted the partner using the Service.
“Websites or Webforms” refer to sites and forms that inform partners or end-users, or that obtain or give information from/to partners or end-users during sign-up and usage of our service. It also comprises the website(s) that are made available to partners to manage their Service and for instance, to obtain statistical information such as (but not limited to) number of contact requests, tickets, refunds and other KPI’s.
We encourage every user of our Services to periodically review this page for the latest information on our privacy practices. The continued use of our Services or Websites constitutes the agreement to be bound by such changes to this Policy. The only remedy, if the terms of this Policy are not accepted, is to discontinue use of the Service and the Websites.
Information covered by this policy
We respect and protect the privacy of visitors and users of our Websites, Webforms and Services in general. This Policy explains the what, how and why of the personal information that we collect when visiting our Websites or when using our Services.
The personal information collected and used by PCIM, its subsidiaries and affiliates (collectively “we”, “us” or “our”) is limited to the purpose for which the partner engages us and to fulfil our obligations towards the agreement between us and the partner.
Covered by this policy:
- The websites and webforms that link to this Policy;
- The platform the the end-users and agents use;
- Any further Services to which have been subscribed or registered.
What is Personal Information?
Personal information means information relating to an identified or identifiable natural person. Except as described in this Policy, we will not give, sell, rent or loan any personal information to any third party.
Personal Information that is provided to us or that we collect
When registering or signing up for a Service, we ask for personal information such as name, address, phone number, e-mail address, instant messaging ID, as well as certain related information like company name and website name. We also collect personal information such as an email address and a name or alias from any individual that is authorized to use the Service through the partner’s Account as an agent and/or administrator.
By voluntarily providing us with information when signing up for, or using our service, the partner or end-user hereby represent that they are the owner of such personal information or are otherwise authorized to provide it to us.
We collect and store information that is created, inputted, submitted, posted, transmitted, stored or displayed by partners, agents and end-users in the process of using our Services. Such information may include personal information or other sensitive information that partners, agents or end-users choose to include.
Cookies / Tracking technologies from use of our Websites and Service:
Web beacons, tags and scripts may be used in our Websites, Services or for instance in emails. These assist us in delivering cookies, counting visits to our Websites, understanding usage and campaign effectiveness and determining whether an email has been opened and acted upon. We may receive reports based on the use of these technologies by our service providers on an individual and aggregated basis.
Log files from the use of our Websites and Services:
We gather certain information automatically and store it in log files. This information includes internet protocol addresses, browser, internet service provider, referring/exit pages, operating system, date/time stamp, and click stream data as well as certain personal information such as user name, user email address and other information that may be included in open textual fields. Our log files are subject to the same strict data security policies and procedures as apply to the databases for our Services. We may combine this automatically collected log information with other information we collect. We do this to improve the Services, marketing, analytics, or functionality of the Websites or Webforms.
Analytics Information from the use of our Websites and Service:
We collect analytics information when using our Websites and Service to help us improve them.
In our Services, analytics information may consist of the feature and function of the Service being used, the associated domain name, the username and IP address of the agent and/or the end-user and additional information required to detail the operation of the function and which parts of a Service are being affected. The analytics information we collect may include elements of Service Data related to the function the agent or end-user is performing. As such, the analytics information we collect may include personal information or sensitive business information.
Communications with us:
When sending an email or other communication to us, including support requests for our Services by outsourcing organisations or case-related emails from end-users, we may collect the personal information provided and may use it in order to process inquiries, respond to requests and improve our Services.
We regularly aggregate information related to the use of the Service and share this information with our partners. This data does not contain personal information and does not contain details about individual partners. Data is mostly segmented by industry, service-type, geography and other metrics to provide qualitative insight on customer care and end-user metrics in order to enable the organisations to improve and compare their KPI’s.
We collect other information, including personal information, that is submitted to our Websites or when participating in certain interactive features of our Services, participate in a survey, contest, promotion, sweepstakes, activity or event, apply for a job, request customer support, communicate with us via third party social media sites or otherwise communicate with us. Any information, including personal information that is being submitted through our Websites could be visible to the public unless submitted to a secure area in the Websites or Webforms.
Other information that is provide to us or we collect
In addition to personal information, we collect data and other information from visitors to our Websites and the users of our Services. This includes, among other things, anonymized information or aggregated data that the we may collect about a group or category of Services, features or users while they visit our Website or access the Services.
This information is refered to as Usage Data. Usage Data helps us understand trends in usage of the Services so that we can better consider new features or otherwise tailor our Services. In addition to collecting and using Usage Data ourselves, we may share Usage Data with third parties, including our service providers, for various purposes, but predominantly to help us better understand our partner’s and their end-user’s needs and to improve our Services.
We may also publish Usage Data to provide relevant information about and to market our Services.
How we use Personal Information
We use the personal information that we collect for a variety of purposes including to:
- Provide, operate, maintain, analyze, improve and promote our Services and tailor our Services;
- Enable partners, agents and end-users to access and use our Services;
- Process and complete transactions, and send partners related information, such as invoices;
- Communicate with partners, including responding to their comments, questions, and requests;
- Providing customer service and support;
- Provide partners with information about services and features
- Provide other news or information about us and sending partners technical notices, updates, security alerts, and support and administrative messages;
- Monitor and analyze trends, usage, and activities in connection with our Services
- Investigate and prevent fraudulent transactions, unauthorized access to our Services, and other illegal activities; and
- For other purposes about which we notify our partners.
Analysis of our Websites and Services:
As indicated above, we use the information we collect (including log and configuration data) to understand how our Services are being used, how they can be improved, and to develop new services, features and functionality.
Sharing Personal Information
Third-party service providers:
We share information, including personal information, with our third-party service providers (such as managed hosting providers, sub-processors of Service Data such as banks and technology partners) to provide the necessary hardware, software, networking, storage, logistics and other services that we use to operate our Services and maintain a high quality user experience.
We do not permit our service providers to use the personal information that we share with them for their marketing purposes or for any other purpose than in connection with the services they provide to us.
The outsourcing organisation may choose to make use of Other Services in conjunction with our Services. Other Services are third party products, applications, services, software, products, networks, systems, directories, websites, databases and information which our Service links to, or which partners may connect to or enable in conjunction with the Services, including, without limitation, Other Services which may be integrated directly into the partner’s Account. We do not control the policies and procedures of these Other Services even though the Other Services may be available or are being used through our Service. This Policy does not cover the collection or use of information, including personal information, by Other Services, and we urge our partners to consider the privacy policies governing these Other Services.
Compliance with laws and law enforcement requests:
We disclose personal information to respond to court orders or other legal requirements, or to establish or exercise our legal rights or to defend against legal claims. We may also share such information if we believe it is necessary in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our General Terms, or as otherwise required by law.
We may share personal information with third parties when we have consent to do so.
Accessing and updating stored Information
Partners may access, update or change information they have provided by logging into their organisation’s personal access to the Service and providing such additional information where applicable or by contacting their account manager.
End-users that would like to gain access to or request deletion of information that the we have collected, can contact the privacy officer via firstname.lastname@example.org. We will respond to such queries within 21 business days.
Protection of Information
PCIM is committed to ensuring the security of personal information. We utilize robust precautions to protect the confidentiality and security of the personal information within our Service, by employing technological, physical and administrative security safeguards, such as firewalls and carefully developed security procedures.
For example, when confidential information is entered (such as login credentials or information submitted from within the Service), or end-users provide us with their details via webforms, or agents enter or process this information in our platforms, the transmission of that information is using Secure Socket Layer technology (SSL) or that information is transmitted via VPN’s. These technologies, procedures and other measures are used in an effort to ensure that the Service Data is safe, secure, and only available to those authorized to access the information and needed to perform their duty. However, no internet, e-mail or other electronic transmission is ever fully secure or error free.
Data hosting, transfer and retention
Unless we expressly agree otherwise, we may host and process Service Data, including personal information, in other countries through the third parties that we use to operate and manage our Service, for example Amazon Web Services (cloud hosting and storage).
We will retain Service data that is processed on behalf of the outsourcing organisation, in accordance with the instructions received for as long as needed to provide our Services, or as long as we are legally obliged, subject to compliance with this Policy. We may retain and use other personal information, including personal information we collect as a “data controller,” as necessary to comply with our legal obligations, to maintain accurate accounting, financial and other operational records, resolve disputes, and enforce our agreements as described above.
We may assign or transfer this Policy and partner’s related information and data, including any personal information of end-users, to any person or entity that acquires all of our or substantially all of our business, stock or assets of, or with whom we merge.
PCIM Pty Ltd
Attn: Privacy Officer
PO Box 5561
Chatswood West, NSW 2061