Koala Sleep Pty Ltd (“Koala, we, our, us”) operates the koala.com website and associated websites that redirect in Australia to this website (the “Site”). This privacy policy explains how the processes and undertakings we give relating to the collection of your personal information and how we maintain, use, store and disclose your personal information in connection with our activities and functions as an online retailer. This privacy policy relates to the use of our website, interaction with us via our website and ordering of products via our website for users and purchasers located in Australia.
Koala respects the rights afforded to an individual’s personal information as set out in the Australian Privacy Act 1988 (Cth) and as an APP Entity, is committed to:
protecting the privacy of personal information collected by us from any individual and our customers.
providing transparent, safe and secure services.
We only collect and store personal information that is reasonably necessary for the proper performance of our activities and functions, and we employ all reasonable endeavours to protect the security and safe storage of all personal information collected or received by us.
‘Personal information’ is information or an opinion, in any form (whether true or not), about an identified individual or an individual who is reasonably identifiable.
When you provide your email address to obtain a discount code, sign up to our newsletter, enter a competition opting in to provide us with your email address for marketing purposes, purchase something from our store or interact with us through our chat option as part of the buying and selling process, we collect the personal information you give us such as your name, address, phone number and email address.
We collect this information in order for us to provide our services to you, provide information to our customers and marketing. We collect your personal information to communicate with you on any orders you place, provide you discount opportunities where so requested and, where you opt-in by ticking the box “keep up-to-date on news and exclusive offers” during your checkout process, to send you information via email relating to Koala promotions, new products and sales. You may opt out of receiving any, or all, of these communications from us by following the unsubscribe link or the instructions provided in any email we send.
We do not collect sensitive information (as defined in the Privacy Act).
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties (i.e. when someone purchases a product from us to be delivered as a gift to a third party). In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Your privacy is respected, and we do not sell or transfer your personal information to any third parties unless otherwise stated in this Privacy Policy. We commit to taking reasonable steps to maintaining all personal information you provide to us in confidence.
You are under no obligation to provide any personal information to us, however, if you restrict us from collecting any of this information we are limited with our capacity to supply products to you.
Your personal information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your personal information collected by us is no longer needed for any purpose for which it was obtained, at such time, we will take reasonable steps to de-identified or destroy such information, provided that it is lawful for us to do so.
In cases where we use cloud-computing services we will take reasonable steps to ensure that:
Disclosure of your personal information to the cloud service provider is consistent with our disclosure obligations under the Australian Privacy Principles. This may include ensuring that we have obtained your consent, or that the disclosure is for purposes within your reasonable expectations.
Disclosure is consistent with any other legal obligations;
Our cloud computing services providers’ terms of service recognise that we are bound by obligations to protect the privacy of your personal information and that they will not do anything that would cause us to breach those obligations.
We may disclose your personal information:
if we are required by law to do so;
to our third-party service providers such as logistics and transport providers to provide our services to you and undertake our marketing and advertising activities; and
where Koala collaborates with other entities to run competitions, giveaways and other promotions, we share any personal information collected (name and email address) with our collaborator.
We will always inform you of this at the time you enter your details and opt-in to receiving marketing material information from Koala and its collaborator related to the applicable promotion. We do not share your information with third party collaborators unless we have received confirmation from such collaborator that they hold, handle and use personal information in accordance with the Privacy Act, however we accept no responsibility and are not liable for the handling, use and disclosure of any third party collaborator and recommend that you also review the third party collaborator’s privacy policies or statements to inform your decision as to whether you wish to provide us with your personal information in such instances.
Like many companies, we use ‘cookie’ technology on our website. ’Cookies’ are small text files a website can use to recognise repeat users, store registration data, facilitate the user’s ongoing access to and use of the website, allow a website to track usage behaviour and compile aggregate data that will allow content improvements.
Cookies are not programs that come onto your system and damage files. In some cases, cookies may collect and store personal information about you – the same privacy protections are applied to that information as we do to all other personal information we collect about you.
You can disable cookies or be warned when cookies are being used by adjusting your internet browser settings. However, disabling cookies may mean that you are not able to access parts of our website or to take advantage of the improved user experience that cookies can help provide.
We take reasonable steps to ensure that the personal information we collect, use and disclose is accurate, up to date, complete and relevant. If you believe your personal information is not correct you can request that we correct the personal information held about you. We will take steps to correct any information given its reasonable to do so.
You may request details of the personal information held by us, and we will generally provide you with access subject to some exceptions permitted by law. For example, if providing this access may disclose information about another person, or may disclose commercially sensitive information, we may need to refuse to grant you access. We may impose a fair charge in providing access.
If we deny correcting your personal information, we will notify you in writing of the reasons for the denial. In the event of our denial to correct your information you may request us to place, with the information, a statement that the information is inaccurate, incomplete, out-of-date, irrelevant or misleading and we will take such reasonable steps under the circumstances to associate the statement with your information.
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at legal@koala.com or by mail to:
Privacy Compliance Officer Koala Sleep Pty Ltd Unit 12, 37-41 O’Riordan Street, Alexandria NSW 2015
We endeavour to acknowledge all formal complaints within 10 working days and set out to have resolved any complaints within an additional 30 working days. We will make reasonable endeavours to meet this time commitment except in circumstances where this is not possible due to the particular circumstance. In such a case we will act to resolve the complaint in a reasonable timeframe. If you are not satisfied with our response, you can contact us to discuss your concerns or lodge a complaint with the Australian Information Commissioner (www.oaic.gov.au)
Periodically we will update this privacy policy to reflect changes to privacy legislation, technological changes, company policy and customer feedback. You should refer to our website from time to time to view the current version of this privacy policy.
This Privacy Policy is current as of 11 November 2019.