Privacy policy

We love that you are part of our community and the team at Metung Hot Springs are committed to protecting your privacy as we know how important it is.

This policy shares information about the processes of Metung Hot Springs Pty Ltd (ABN: 54 636 276 090) and all related bodies corporate of these entities (collectively, Metung Hot Springs, we, us, our) when handling your personal information, including how your personal information is captured, collected, used, disclosed and stored.

In handling your personal information, Metung Hot Springs is subject to the Privacy Act 1988 (Cth) (Privacy Act), the Australian Privacy Principles and all other applicable privacy laws.

collection of personal information metung hot springs’ personal information handling practices Metung Hot Springs collects your personal information so we can stay connected with you; offer you our products and services; inform you of news, activities, new experiences, competitions, preferences, and marketing and loyalty program information; and seek feedback from you on our various products, services and experiences.

Personal information is information that can reasonably identify you. The type of personal information we collect from you depends on your interaction with us and what you share. Personal information includes (and is not limited to) your name, date of birth, phone number(s), postal address and email address as well as your transaction history with us. Depending on the nature of your transaction with us, we might also capture your transaction history, preferences for goods or services, frequency of your visitation and method of payment.

Given the nature of our business, we might also collect sensitive information such as information concerning any health conditions you may have, where you have consented to provide that information and it is relevant to the products or services provided by Metung Hot Springs.

In order to enable us to process the products and services you may purchase and to facilitate any cancellation fees, we may also capture your financial information.

In the instance of recruitment and employment with us, Metung Hot Springs may collect employment information such as employment history and qualifications as relevant to the process or your employment.

collection from you It is Metung Hot Springs’ usual practice to collect your personal information directly from you. For example, you provide us your personal information when you book an experience, subscribe to our mailing list, enter a competition, write to us, fill out a form on our premises, provide feedback via email, make a restaurant reservation or submit an application for employment.

You may choose to deal with us anonymously (or by providing a pseudonym), unless it is impracticable for us to deal with you on that basis.

collection from public sources or third parties Where relevant, Metung Hot Springs may collect personal information about you from a third party, or a publicly available source (such as other websites), such as from:

Organisations who supply competition prizes for competitions run by Metung Hot Springs where you have provided your personal information to such organisations Metung Hot Springs’ accommodation partners who offer guest bathing packages Third parties (eg. research organisations) who aggregate data of guests to develop guest profiles to enable Metung Hot Springs to better understand the needs of guests for analytical and marketing purposes, or Customer Relationship Management (CRM) suppliers Recruitment purposes – a current or former employer or screening services provider A publicly maintained record or other publicly available sources of information including social media Generally, Metung Hot Springs will only collect your personal information from sources other than you if it is unreasonable or impracticable to collect your personal information from you directly.

using and disclosing your personal information We understand how important it is to keep your personal information private.

We collect, hold, use and disclose your personal information for the purposes for which we collect it as well as purposes that are related, where you would reasonably expect us to.

We disclose your personal information to our third party suppliers in confidence and in accordance with the law for the purpose of providing our product and services to you, conducting our business and communicating with you.

The suppliers include (and are not limited to) eCommerce providers; CRM database management agencies; mail-house providers; webhosting providers; customer research agencies; accommodation partners; other business management services; Metung Hot Springs’ professional advisors, agents, contractors, consultants and related bodies corporate; insurance providers; software providers; delivery and courier suppliers; recruitment and labour hire agencies (as required); people or entities considering acquiring an interest in Metung Hot Springs’ enterprise or assets; and competition facilitators).

We will also disclose your personal information when: • you agree to the disclosure; or • the disclosure is required or authorised by law.

Metung Hot Springs does not disclose personal information to overseas recipients.

why do we use and disclose your personal information? The purposes for using and disclosing your personal information include: contacting you and managing our relationship with you, including providing you with our products and services; providing newsletter subscriptions; sharing with you things at Metung Hot Springs you might be interested in based on your preferences or past transactions; managing and administering our services to you; confirming your bookings and advising changes if required; improving our customer experience; maintaining safety across our site; managing, operating and improving our website; making a gift certificate transaction; considering any requests for information or complaints; accounting, billing and internal administrative purposes and complying with our legal obligations.

marketing Metung Hot Springs may use and disclose your personal information in order to inform you of products or services that may be of interest to you and/or upcoming events. We may contact you by email, mail, SMS or telephone. In the event you do not wish to receive such communications, you can opt-out by contacting Metung Hot Springs via the contact details below or through any opt-out mechanism contained in a marketing communication or newsletter that you have been provided with.

Email address: Postal address: 73 Storth Ryes Avenue, Metung 3904 Phone: +61 (03) 5141 2300

security Metung Hot Springs takes steps reasonable in the circumstances to ensure that your personal information is protected from misuse, interference, and loss and from unauthorised access, modification, or disclosure. Metung Hot Springs holds personal information in both hard copy and electronic forms in secure databases on secure premises, accessible only by authorised staff.

Metung Hot Springs will destroy or de-identify personal information in circumstances where it is no longer required, unless we are otherwise required or authorised by law to retain the information.

access and correction of your personal information We have measures in place to ensure that the information we hold about you is accurate, complete, up-to-date, relevant and not misleading. You can access or update your information yourself with your name and password, or you can ask us for a copy of it. If you become aware that personal information we hold about you is inaccurate, incomplete or not up-to-date you should contact us on the details set out above so that your information can be updated.

We will not charge you for lodging a request for a copy of your personal information, but you may be asked to pay a reasonable fee for the work involved in providing you with this information and for associated costs such as photocopying. You will be notified of any likely costs before your request is processed.

To obtain access to your personal information:

you will need to provide proof of identity to ensure that personal information is provided only to the correct individual and that the privacy of others is protected; and Metung Hot Springs requests that you be reasonably specific about the information you require. Metung Hot Springs will endeavour to respond to your request to access or correct your personal information within 30 days from your request.

making a complaint or raising a concern If you have a privacy complaint or concern, especially if you think your privacy has been affected or you wish to question a refusal to update or grant access to our records of your personal information, you should contact the Metung Hot Springs’ Privacy Compliance Officer on the details set out above. At all times, privacy complaints:

will be treated seriously; will be dealt with promptly; will be dealt with in a confidential manner; and will not affect your existing obligations or affect the commercial arrangements between you and Metung Hot Springs. Metung Hot Springs’ Privacy Compliance Officer will commence an investigation into your complaint. You will be informed of the outcome of your complaint following completion of the investigation. In the event that you are dissatisfied with the outcome of your complaint, you may refer the complaint to the Office of the Australian Information Commissioner (OAIC). Please see for information as to how to raise a concern with OAIC.

websites, devices and cookies Where applicable, Metung Hot Springs will also collect the following information about you:

where your devices are enabled to connect to, or are identifiable by, our infrastructure (for example Wi-Fi networks or bluetooth infrastructure), we and our third party providers may automatically collect data from those devices including usage, type of device, location within the complex and arrival and departure time; • where you access our websites: the fully qualified domain name from which you accessed our websites, or alternatively, your IP address; the web browser that you are using and the pages you accessed; device ID number (MAC address); the date and time you accessed each page on our websites; the URL of any webpage from which you accessed our websites or by using the complex Wi-Fi, and the details of any mobile Apps you have accessed from a device using the complex Wi-Fi; • publicly accessible social media posts and any personal information you allow us to collect by linking your account on our website with a third-party social-networking site including but not limited to Facebook, Twitter, or Google+; and • cookies which track your visits to the our web sites (see below). At Metung Hot Springs we use cookies in order to continually optimise and improve the quality of our website and services and how you experience them, making your browsing experience more customised. At any time you access our website, our server will send a cookie to your device (whether it be your computer, smartphone, tablet or other device) which will allow us to recognise your device and past search history. Please note that whilst we can recognise your device, we won’t be able to identify specifically who is using it.

what are cookies? Cookies are a common tool used to send small pieces of information from a website to a device once there’s been a connection or interaction. Cookies can sometimes track information of your usage on a website, and some will only last for the duration of the web session and will expire when you close your browser. Other cookies are stored on a user’s device (even in between visits to the website) to remember user’s preferences or actions across the site (or in some cases across different websites). These are called persistent cookies and are used for a range of purposes, generally for remembering a user’s preferences and choices, which can lead to targeted advertising.

why we use cookies Some cookies are essential in order to help you successfully navigate around and use the features, including eCommerce functionality, to help optimise your user experience.

We use performance cookies (which are anonymous) to help Metung Hot Springs understand the user experience on our website, aggregating consumer journeys to help optimise and improve our website, improving functionality where required.

We also use functionality cookies which allow our website to remember the choices you make (for example your user name, your past searches, your transaction history) to enable us to deliver improved and more personal features.

Where applicable we may also use targeting and sharing cookies which offer you a customised browsing experience by providing you with interest-based services – both on this site and on some other websites too where we might advertise our products or services. The cookies may link to social networks and help both our business and our advertising agency partners understand the effectiveness of our advertising campaigns, providing information to our agency partners to allow them to present you with advertising which may be of interest based on your preference.

Most web browsers automatically accept cookies according to your preferences; however you can update and amend your browser settings to prevent you from cookies or to notify you each time a cookie is sent. You can learn more about cookies by visiting which can advise how to manage cookies and block cookies on some browsers.

With all data captured as well as the use of cookies, we are collecting this information (and may use or hold this information) to provide, improve and develop our services to you and to enhance our customer experience.

Metung Hot Springs may use this data (which is captured anonymously) to inform our promotional and marketing strategies, as well as for research and profiling purposes including customer demographics, interests and behaviours based on personal information and other information provided to us. This research may be compiled and analysed on an aggregate basis, and we may share this aggregate data with our affiliates, agents and business partners. This aggregate information does not identify you personally. We may also disclose aggregated information in order to describe our services to current and prospective business partners, and to other third parties for other lawful purposes.

As technology evolves and our business expands we will update our privacy policy and where required our cookie policy may also be updated through our preference management tools.

if you would like further information on: how you may access and request correction of your personal information that is held by Metung Hot Springs; and how to make a complaint about the handling of personal information and how your complaint will be dealt with by Metung Hot Springs. how can you contact us? Email address: Postal address: 73 Storth Ryes Avenue, Metung 3904 Phone: +61 (03) 5141 2300

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