Beyond the Box is committed to protecting your privacy
This policy covers:
Information we collect
How we use your information
Who we exchange your information with
How we keep your information secure
How you can access, update and correct your information
How you can make a complaint about misuse of your information
About this Policy
Why do we collect your personal information?
If you are customer, to provide you with products, IT repair and support, and service delivery. We always try to collect only the information we need for the particular services that you have asked us to provide to you.
If you are an applicant seeking employment or appointment as a contractor, so that we can assess your suitability.
If you are an employee or contractor, for all purposes relevant to your employment or engagement with us.
What personal information do we collect and store?
The personal information we collect and store will depend on why you contact us and on which Beyond the Box services and products you order and/or subscribe to.
The information may include:
your name and contact details, including your physical address, email address and telephone number(s);
your bank account and/or credit card details;
your employment history (which may include sensitive information), if you apply for a job with us;
other employment-related information, if you apply for a job with us; and
other information you may provide to us, e.g. through customer surveys
How do we collect personal information?
There are quite a few ways we may seek information from you directly. We might collect your information when you fill out an electronic form on our website, sign up to our newsletter, enter one of our competitions, apply for a job with us, telephone us, send us an email or complete a customer survey.
Some customers like to engage with us through social media channels. We may collect information about you when you interact with us through these channels.
We collect your email address and, if you provide it, other contact details when you subscribe to our email lists. We only use this information to send you our newsletter, regular updates on Beyond the Box and our services, and to administer the lists.
Where our website allows you to make comments, give feedback or communicate with us, we sometimes collect your email address and sometimes some other contact details. We may use your email address to respond to your comments, feedback or communication.
We may use a persistent cookie (a cookie that stays linked to your browser) to record your visits so we can recognise you if you visit our website again. It also lets us keep track of products or services you view so that, with your consent, we can send you news about them.
We may log IP addresses (that is, the electronic addresses of computers connected to the internet) to analyse trends, administer the website, track user movements, and gather broad demographic information.
Beyond the Box utilises online analytics tools to track your usage of our website, including how you came to visit it (a link or web search result), what devices/browsers you use, previous visits, and other contextual data.
As per our Terms and Conditions, by using our website, you opt-in to our (and/or any third-party service provider that we utilise) tracking cookies and methods. Through our use of these tools, we do not facilitate the merging of personally-identifiable information with non-personally identifiable information. If you have concerns about the usage of tracking cookies, we encourage you to research available opt-out technologies that better anonymise your usage of both our website and the wider internet: https://tools.google.com/dlpage/gaoptout/
When you visit public areas at a Beyond the Box location, your image and voice may be captured by listening devices or optical surveillance devices. We use this information to ensure the security of our locations. All capture and storage of this information is secure, and is only available to Beyond the Box management. All information is captured and treated under the Surveillance Devices Act 1999.
In order for us to provide our services, we may collect personal information about you indirectly from third parties such as publicly available sources, or your representative, such as an assistant or colleague, an adult relative, a caregiver, who contacts us on your behalf.
How do we store/hold your personal information?
All your information is stored electronically and securely in our database and other secure information systems.
Where possible, we will allow you to interact with us anonymously or using a pseudonym.
For example, if you contact our Customer Service or Service & Repair Teams with a general question, you won’t be required to give your name.
However, for most of our services we usually need your name and contact information and enough information about the particular matter to enable us to fairly and efficiently handle your inquiry, request, complaint or application, or to act on your communication with us.
If you don’t provide your personal information to us, we may not be able to properly provide our service to you, administer your account, verify your identity and/or let you know about other products and services that might be useful to you.
Your privacy and the protection of your personal information is very important to us. We do not disclose your personal information to any other person, organisation or entity except our contracted and authorised service providers as defined in the “Service Providers” section of this document below (and as and where required by law).
Beyond the Box uses a number of service providers to whom we disclose personal information only in order to provide our services to you. These include providers that host our website and other IT services, website analytics, product vendors, logistics and distribution partners, and vendors for whom we act as service, support and repair agents.
Quality of your personal information
To ensure that the personal information we collect is accurate, up-to-date and complete we do one or more of the following (where practicable and relevant):
record information in a consistent format;
promptly add updated or new personal information to existing records; and/or
verify our contact lists to check their accuracy.
The accuracy of your information is of course largely dependent on what you provide us. To make sure we’ve got your most current and accurate details, please let us know when your information changes (e.g. if you change your name or move house).
Security of your personal information
The security of your personal information is a high priority for us. We take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure. Some of the ways we do this are:
confidentiality requirements of our employees;
security measures for access to our system;
other security measures in our system (including keeping a record or ‘audit trail’ of when someone has added, changed or deleted personal information);
electronic security measures in our system like firewalls and data encryption (both in transit and at rest); and
physical control of access to our facilities
We may send you direct marketing communications and information about our products, services, discounts, competitions and special promotions that we consider may be of interest to you.
We may do this via email, telephone, SMS, mail or any other electronic means.
We will always let you know that you can opt-out or unsubscribe from receiving our marketing offers and will provide easy to follow steps to do so.
Accessing and correcting your personal information
You have the right to ask for access to personal information that we hold about you, and ask that we correct that personal information. You can ask for access or correction by contacting us and we must respond within 30 days. If you ask, we must give you access to your personal information, and take reasonable steps to correct it if we consider it is incorrect, unless there is a law that allows or requires us not to.
We will ask you to verify your identity before we give you access to your information or correct it, and we will try to make the process as simple as possible. If we refuse to give you access to, or correct, your personal information, we must notify you in writing setting out the reasons why.
If we make a correction and we have disclosed the incorrect information to others, you can ask us to tell them about the correction. We must do so unless there is a valid reason not to.
If we refuse to correct your personal information, you can ask us to associate with it (for example, attach or link) a statement that you believe the information is incorrect and why.
How to make an enquiry or a complaint
If you have an enquiry or a complaint about how we handle your personal information, we want to hear from you. Please let us know about your concerns in one of the following ways:
calling our Customer Service Team on (03) 9372 8899,
writing to us at 54 Napier Street Essendon Victoria 3040, or
submitting an electronic contact form via our website
We are committed to resolving your complaint and doing the right thing by our customers. Most complaints are resolved quickly, and you should hear from us within five business days.
If you are not satisfied with our response you may ask for a review by a more senior officer within Beyond the Box (if that has not already happened).
If you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with the Office of the Australian Information Commissioner:
online at: www.oaic.gov.au/privacy
by phone on: 1300 363 992
via email to: [email protected]
The NDIS & our responsibilities for dealing with complaints
As a registered NDIS provider, we have specific responsibilities when responding to and investigating complaints made about supports or services provided by Beyond the Box as part of NDIS funding. We use a system for this called our NDIS Provider Complaints Management and Resolution System and we will use this to investigate and respond to any complaints made in regards to our NDIS supports and services.
If you wish to provide feedback or make a complaint about our NDIS supports and services, you can use any of the methods above, or fill in our "NDIS Complaint and Feedback Form" available here:
NDIS Complaint & Feedback Form (beyondthebox.com.au)
We will acknowledge your complaint within 5 business days and aim to provide a resolution and response as quickly as possible. If you are not satisfied with our resolution or response, you have the right to make a complaint to the NDIS Quality & Safeguards Commission.
A complaint can be made to the NDIS Commission by:
Phoning 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
Contact National Relay Service and ask for 1800 035 544.
Completing a complaint contact form on their website
More information about making a complaint with the NDIS Commission can be found on their website: