is bound by the Australian Privacy Principles (APPs) under the Privacy Act 1988. This regulates how we collect, use and disclose your personal information. We also follow the:

Your privacy when using the website

Gathering feedback and information from users about how they use the website helps us to provide the best possible experience on The information helps us to understand:

  • how you use the website
  • how you rate your experience
  • whether you would recommend the site to others.

In turn, we can build a better picture of users and deliver the relevant information, assistance, forms and services you need.

How we collect your information through the website

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Subscribing to the newsletter

When you subscribe to the newsletter, we collect personal information you provide, including your name and email address. This information allows us to:

  • send you emails
  • create subscription lists
  • manage our newsletter service
  • report email campaign performance.

We will only use your personal information for this purpose. We will not use it for any other purpose without your permission, unless authorised or required by law.

If you choose not to receive emails from us you can unsubscribe.

Managing data on our email platform

We use an online marketing platform by Swift Digital to send and manage emails. When you subscribe, the company collects your personal information.

All information collected using the Swift Digital service is the property of our department and is never shared or used by third parties. Swift Digital manages your data in compliance with Australia's Spam Act 2003 and Australian privacy provisions. Swift Digital maintains data within Australia. It never leaves Australian jurisdiction. Where stipulated data is encrypted in transit using SSL connections. All data Swift Digital stores is encrypted at rest.

Disclosing your personal information

Your personal information will be accessed by:

  • departmental staff involved with managing our newsletter
  • Swift Digital.

We will not:

  • disclose your personal information to overseas recipients
  • otherwise use or disclose it without your consent except where authorised or required by law.

Read more about how Swift Digital manages data on the Swift Digital website.

Other ways you can receive our updates

We understand you may not feel comfortable subscribing under these terms and conditions.

If you still wish to receive the information provided in our email updates, you can get the same information through:

Your privacy when using the Contact Centre

The Contact Centre respects the privacy of our customers. We are committed to protecting any personal information we collect from you. Our contact centre collects, uses, and discloses your personal information in accordance with the Privacy Act 1988 and the APPs.

Why our contact centre collects personal information from you

The Contact Centre may use your personal information to create a record of your interaction with us. This record is created to help you with your enquiry, provide you with relevant information and may allow us to access details of your previous contact history to help us resolve your queries more efficiently.

We may also use your personal information to assist with analysis, research and evaluation to improve our service. For example, we may contact you in the future to seek your opinion or feedback on our service.

What happens if you don’t provide your information

If you have a general enquiry, you can still use our contact centre service without telling us who you are. However, if you don’t provide your personal information, we may not be able to fully answer your enquiry, provide you with further information or notify you of certain outcomes.

We will inform you if you are unable to remain anonymous when dealing with us.

Types of personal information our contact centre collects

When you contact us, we may ask you to provide personal information, including your:

  • name
  • email address
  • telephone number
  • post code.

We may also collect information on your business, such as your business name, ABN or grant application number to help you with your enquiry.

How our contact centre collects your personal information

Our contact centre will only collect your personal information when you supply it to us through these channels:

  • phone (13 28 46)
  • web chat
  • our email us form.

Information we disclose

The Contact Centre may disclose personal information to departmental staff or staff of other government agencies who use our services. We provide your personal information to these government agencies only when necessary (for example, when seeking further assistance to answer your enquiry). Access to your personal information is restricted to those who need it to provide information or services that you have requested.

We do not usually disclose your personal information outside these departments, unless an exception under the Privacy Act applies.

Recordings and transcripts

Unless asked not to, we record all inbound and outbound telephone calls to and from the Contact Centre. We also keep transcripts of webchats. You can request a transcript of your interaction with us for your records. We use this information to:

  • improve our service, including for training and quality assurance purposes
  • address complaints and feedback.

Access or update your personal information

You can contact us at any time to request access or make a correction to your personal information held by the Contact Centre. You may request to correct it if it is incorrect, incomplete or inaccurate.