Privacy Policy

ABOUT THIS POLICY This section explains how to read this policy and describes its purpose.

INTERPRETATION Defining specific terms:

•“BEH” means Balance Energy Health Pty Ltd and its subsidiaries. •“Privacy information” means personal information and sensitive information. •“Personal information” has the meaning given to that term in the Privacy Act 1988 and includes information that is capable of identifying an individual such as name, address and date of birth. •“Sensitive information” has the meaning given to that term in the Privacy Act 1988 and includes information relating to health or religion, racial or ethnic origin. •“We”, “us” and “our” refer to Balance Energy Health Pty Ltd In respect of the collection, use and disclosure of private information, BEH is subject to the Australian Privacy Principles. All personal information received on behalf of BEH is at all times respected, including the protection and security of all personal records.

PURPOSE OF THIS POLICY The BEH Privacy Policy explains how our organisation protects your personal information. Our Privacy Policy lays down the principles by which we collect, store, use and disclose any personal information you provide to us or we collect from other sources.

Our Privacy Policy also informs clients, prospective clients, stakeholders and anyone else whose personal information is protected in dealing with BEH, about how they can access their personal information, correct personal information held by us, lodge complaints or make any related enquiry.

TYPE OF INFORMATION WE COLLECT AND HOLD BEH collects a range of personal information, such as your name, address, telephone number, email address, your age, date of birth and your banking details, credit information. We need this information to deliver necessary and effective services to all our clients and to understand and forecast our business.

We may also collect information about you from your access to our website for statistical purposes. This information is usually anonymous and we do not use it to identify individuals. However, due to the nature of internet protocols, such information might contain details that identify you, such as your IP address, internet service provider, the web page directing you and your activity on our website.

HOW WE COLLECT YOUR INFORMATION We may collect your personal information from a variety of sources, including:

•an online order you complete and submit to us or an order you place over the telephone with us; •a telephone or in-person inquiry or discussion about our products, services and accounts; •mail correspondence, emails or other electronic means (including by accessing our website and use of the “contact” form); We collect personal information directly from you unless it is unreasonable or impracticable to do so. We collect data from our website using various technologies, including “cookies”. Put simply, a “cookie” is a text file that our website sends to your browser which is stored on your computer as an anonymous tag identifying your computer (but not you) to us. You can set your browser to disable cookies. However, some parts of our website may not function properly (or at all) if cookies are disabled.

EFFECT OF NON-PROVISION OF PERSONAL INFORMATION, ANONYMITY AND PSEUDONYMITY From time to time you may be able to deal with us anonymously or by using a pseudonym. For example, without limitation, if you have a general inquiry about us, and/or our goods and services, we may be able to respond to your inquiry on an anonymous or pseudonymous basis.

However, if the personal information we request for the provision of our goods and/or services is not provided to us, or you provide the information anonymously or pseudonymously, then we may be unable to provide the goods and/or services to you. Further, we may need to verify your identity as part of our response to a request to access and/or correct personal information we hold about you, or as part of our complaints handling procedure. If we are unable to verify your identity, or you continue to engage with us in an anonymous or pseudonymous basis, then we may be unable to complete your request or pursue our complaints handling procedure.

PURPOSE FOR WHICH WE COLLECT AND DEAL WITH YOUR INFORMATION As a general principle, we only use personal information for the primary purpose for which we collect the information or a secondary purpose related to the primary purpose for which you would reasonably expect us to use the collected information or otherwise as permitted or authorised by law (including the APPs).

We will make you aware of the purpose for which we collect your information by notifying you about all the relevant matters of that collection before or at the time of collection, including by reference to this privacy policy. We will not use your information for an unrelated secondary purpose unless we obtain your written consent or an exception applies, such as it is impracticable to obtain your consent and we believe that collecting, using or disclosing your information is necessary to lessen a serious threat to the life, health or safety of any individual. We collect, hold and use personal information for the following purposes: •fulfilling an agreement with you or a party related to you (such as your employer) for our supply of our goods and/or services; •processing your transaction and administering your account, including by processing of invoices, bills, statement of accounts and related financial matters necessary for our providing of your goods and/or services; •addressing queries, warranty claims or resolving complaints; •advising you of developments or changes to our products and/or services as well of special offers made available on a limited basis; •marketing, advertising or otherwise promoting our products and/or services, including by way of holding competitions; •undertaking market research in relation to our products and services; •maintaining and developing our internal business systems; •improving our website and our products and services; and •complying with our obligations under any applicable laws. We may disclose your personal information to third parties, such as courts, tribunals, regulatory authorities, other companies and individuals for the purpose of: •complying with our obligations owed to you under any contract between us and you, or as required by law; •enabling those third parties to perform services on our behalf, such as delivering packages, addressing warranty claims, sending correspondence and processing payments. They will have access to your personal information required to perform these services, but we will not authorise them to use your information for any other purpose. In addition, we may provide statistics (with personal identifiers removed) about our customers, readers, sales, traffic patterns and related site functions to reputable third parties primarily for the purpose of assisting us to improve our service offering. You have the right to tell us that you do not wish us to send information to you other than for the primary purpose for which we collect your personal information. We will always attempt to ensure our disclosure of personal information to other organisations is carried out in a manner which does not personally identify individuals

THE CONSEQUENCES OF NOT PROVIDING US WITH PRIVACY INFORMATION Your withholding of personal information from us might mean we are unable to perform some essential functions related to our products and/or services, including one or all of the purposes listed above.

MAINTAINING THE INTEGRITY, CURRENCY AND SAFETY OF YOUR PRIVACY INFORMATION. This section explains how BEH hold your personal information, how you can access and update your personal information, complain about an alleged breach of the APPs or make any related enquiry.

MAINTAINING CURRENCY OF YOUR INFORMATION BEH relies on accurate and reliable information to deliver necessary and effective services. If we are satisfied that any of the information we have about you is inaccurate, out-of-date, irrelevant, incomplete or misleading, or you request we correct any information, we will take reasonable steps to ensure the information held by us is accurate, up-to-date, complete, relevant and not misleading.

The practical measures by which BEH avoids having an incorrect record of an individual’s information include asking you to complete the appropriate forms and requesting that you periodically update this information in writing. Should we refuse to correct the information, we will explain the reasons for refusal. We will also provide you with information about our complaint procedure if you wish to lodge a formal complaint about our refusal.

SAFETY OF YOUR INFORMATION All personal information is securely stored using appropriate physical and/or electronic security technology, settings and applications, and by ensuring staff dealing with personal information is trained in our privacy policies and procedures.

These policies are designed to protect personal information from unauthorised access, modification or disclosure; and from misuse, interference and loss.

ACCESSING AND CORRECTING INFORMATION You are entitled at any time, upon request, to access your personal information held by us. We will respond within a reasonable time after the request is made and give access to the information in the manner requested by you, unless it is impracticable to do so. We are entitled to charge you a reasonable administrative fee for giving you access to the information requested.

Should you be refused access to your information, we will explain the reasons for refusal – any exceptions under the Privacy Act or other legal basis relied upon as the basis for such refusal – and, if you wish to lodge a formal complaint about our refusal, we will explain the complaint procedure.

LODGING A COMPLAINT If you wish to complain about an alleged breach of the privacy of your personal information or an alleged breach of the APP’s, the complaint should be made by emailing our Privacy Officer at

We will acknowledge receipt of your complaint and we will endeavour to deal with your complaint and provide you with a response within a reasonable time following our receipt of your complaint (generally 30 days of our receipt of your complaint). Where a complaint requires a more detailed investigation it may take longer to resolve. If this is the case, we will provide you with progress reports. We will verify your identity and seek, where appropriate, information from you in connection with the complaint. Where required by law, we will acknowledge your complaint in writing and provide information in writing on how we will deal with your complaint. Further, if required to do so by law, we will provide our determination on your complaint to you in writing. We may refuse to investigate and deal with a complaint if we consider it to be vexatious or frivolous. If you are dissatisfied with the outcome of your complaint, you may seek an internal review of our decision, which will be completed by an officer not previously involved in your complaint. If you remain dissatisfied, you may escalate your complaint to the office of the Australian Information Commissioner.


Your Health In Your Hands