Reload Consulting’s Privacy Policy

Reload Consulting (ABN 15 144 746 412) (‘Reload’) respects your rights to privacy and our Privacy and Confidentiality Policy (‘Policy’) outlines how we uphold those rights under the Australian Privacy Principles (‘APPs’), as written into the Privacy Act 1988 (Cth) (‘Privacy Act’). The APPs govern how private organisations in Australia handle ‘personal information’, which is information from which you can be identified. For more information about the Privacy Act and the APPs visit www.oaic.gov.au

In the Policy, ‘personal information’ has the same meaning as under the Privacy Act.

What personal information about you does Reload collect and hold?

There are three main categories of individuals on whom Reload holds personal information:

Website visitor: Any individual that visits the Reload sites and blogs.

This data includes:

  • Data you provide – contact details
  • Data we collect on the site – tracking and device details 

Identified survey respondent: Individuals whose survey responses and their identities, or identifying information, has been made available to us from our client. 

This data includes:

  • Data you provide – survey responses and contact details
  • Data we collect on the site –  tracking and device details 
  • Data provided to us from clients – contact details and survey responses 

Prospective survey respondent: Individuals from organisations that are identified by our client as being clients or prospective clients, including survey responses of those individuals that have been voluntarily completed. 

This data includes:

  • Data you provide – survey responses and contact details
  • Data we collect on the site – tracking and device details 
  • Data provided to us from clients – contact details and survey responses 
  • Data we collect from the public domain – contact details

Panel survey respondent: Individuals who have completed a survey responses as a result of a third party panel invitation. 

This data includes:

  • Data you provide – survey responses and contact details
  • Data we collect on the site – tracking and device details 

What are the purposes for which Reload uses and handles your personal information?

Website visitors: It is in our legitimate interests to improve the usability of our website and to understand how visitors are viewing it. This may include Tracking clicks to monitor the pages with which visitors are interacting, using device data such as screen size and by using cookies.

Cookies are either stored in memory (session cookies) or placed on your hard disk (persistent cookies). The Reload website does not use persistent cookies. Upon closing your browser, the session cookie set by this website is destroyed and no personal information is maintained which might identify you should you visit our website at a later date.

Individuals may choose to use our contact forms to ask for further information and need to provide us with their contact details so that we may respond to their query. Visitors have the right to use a pseudonym instead of providing their real identities.

Identified survey respondents: Organisations engage Reload to conduct research on their behalf to help them improve their service to their current or prospective clients, customers or members. We collect this survey data to help pursue the organisation’s legitimate interests of better service delivery. This data is typically directly collected by us through our online surveys, however, from time to time organisations may provide us with existing survey data so we can perform further analysis.

In order to help us conduct this research accurately, organisations provide Reload with the contact details of the individuals they want to survey, including name and email. We act as an independent third party to assist the organisation in delivering their service to their current or prospective clients, customers or members by sending emails with unique survey links. This ensures the data is accurate and there has been no tampering. 

When individuals opt out of receiving further emails from us regarding surveys, we add those email addresses to a ‘do not email’ list.

We track clicks on these links to ensure that we do not keep emailing individuals who have already completed the survey. We may use this information to invite partial respondents to complete the rest of the survey. To ensure the stability of our surveys and to improve their utility, we record device data to understand how respondents are engaging with our surveys.

Prospective survey respondents: Organisations engage Reload to conduct research on their behalf to help them improve their business offering. In order for us to deliver this service to these organisation, we are provided with and process contact details of individual representatives that those organisations wish to pursue as part of legitimate business interests. These contact details may be collected in the course of service delivery by the client, through publicly accessible means (such as name, title and email addresses on organisations’ websites) or provided to us from the directories or referral sources.

It is in our legitimate interests to use the contact details of individual representatives for requests to participate in surveys or research on behalf of the organisation in order to improve their business offering. We take reasonable steps to ensure that the surveys we are communicating are relevant to the individual’s position, and that contact is made reasonably.  

When individuals opt out of receiving further emails from us regarding surveys, we add those email addresses to a ‘do not email’ list.

We track clicks on these links to ensure that we do not keep emailing individuals who have already completed the survey. We may use this information to invite partial respondents to complete the rest of the survey. To ensure the stability of our surveys and to improve their utility, we record device data to understand how respondents are engaging with our surveys.

Panel survey respondent: Organisations engage Reload to conduct research on their behalf and may require individuals who are not currently affiliated with their Organisation to participate in surveys in order help them improve their business offering. In order for us to deliver this service to our clients, we will engage a third party research panel to invite relevant individuals to complete the survey. 

Individuals who participate in the survey after being invited provide survey data voluntarily. The survey data that is directly collected by us through our online surveys usually does not typically contain contact information, however, from time to time Organisations or terms and conditions of the survey may require contact details to be collected.  

When individuals opt out of receiving further emails for survey invitations, these are managed by the third party research panel and Reload has no control of the handling of this request. 

We track clicks on these links to monitor the number of individuals who complete the survey. ​We also track the number of completed responses along with an anonymised response ID for the individuals who complete the survey. Both of these will be provided to the third party research panel to validate the number of participants, no contact information or survey data is shared to the third party research panel. To ensure the stability of our surveys and to improve their utility, we record device data to understand how respondents are engaging with our surveys.

How does Reload disclose your personal information?

​Reload does not provide information to third parties for their own marketing purposes and we do not undertake promotional mailings for third parties, unless with your explicit consent. We will not disclose any personal information to a third party for a purpose other than pursuing our legitimate business interests or the legitimate interests of our clients (outlined above), unless specifically stated otherwise or we are required to do so by an Australia law or court/tribunal order.

We may use third party experts in order to conduct best practice research and deliver excellent service to our clients. This may involve the disclosure of personal data in order for these providers to deliver their service. It is appropriate to use third party experts whose domain knowledge ensures personal information is processed with the most up-to-date and secure methods. Reload will take reasonable steps to ensure the service provider, their employees, and their contractors do not breach the APPs and have privacy policies that provide equivalent protections to those described in the Policy. When our third party experts are located internationally, we will take reasonable steps to ensure that privacy rights are protected, their security and confidentiality is in accordance with local data protection laws and that individuals have the ability to enforce these rights.

For identified survey respondents and prospective survey respondents: Contact information and other information provided to Reload by our clients will only be used to contact individuals for research purposes and not for any other purpose, unless otherwise specifically agreed with the organisation. 

How does Reload protect your personal information?

Our internal processes encourage data protection by design and by default. Only authorised personnel have access to personal information and they are required maintain its confidentiality, unless with the specific and affirmative consent of the individuals involved or to third party experts as outlined above.

We take all reasonable steps to hold your personal information in a secure location, protected from misuse, interference, loss, unauthorised access, modification or destruction. When Reload holds information in a location other than our identified business address, we will take reasonable steps to ensure these locations comply with the APPs and the Privacy Act.

In the unlikely event of a suspected data breach, within 30 days Reload will assess and evaluate whether a data breach has occurred. However, Reload does not believe that it holds any information such that a breach would cause serious harm to the individuals involved. If our evaluation determined that a breach had occurred and that it may cause serious harm, the Office of the Australian Information Commissioner and all affected individuals will be notified. Reload will take steps, depending on the nature of the breach, to secure the data and/or minimise the potential for harm.

We will destroy or de-identify personal information as soon as practicable once it is no longer needed for our purposes. However, Reload may in certain circumstances be required by law to retain personal information. In this case, the personal information will continue to be protected in accordance with the Policy. If we destroy personal information, we will do so by taking reasonable steps and using up-to-date techniques and processes.

What are your rights on how Reload processes your personal information?

All individuals covered by the Policy have rights surrounding how Reload collects, uses or otherwise processes personal information. These are:

  1. The right to transparent explanation of how personal information is used and your rights
    1. i.e. the Policy
  2. The right to access the information Reload holds about you
  3. The right to correct any inaccurate personal information we may hold about you
  4. The right to object to us using your data for profiling you or making automated decisions about you
    1. We do not use your data for profiling or automated decision-making​
  5. The right to object to us using your data
    1. i.e. by unsubscribing from our email invitations to surveys​
  6. The right to data erasure (‘be forgotten’)
    1. This applies to contact details only, as it is not practicable to remove survey data once it has been used to calculate averages and other statistical summary metrics and used in reports to our clients​
    2. Note that total erasure also means being removed from our ‘do not email’ lists. This means that if your contact details are provided again in future, we will not know that you do not wish to be contacted for surveys
  7. The right to lodge a complaint​
    1. Please contact us first, using the below details, so we have the opportunity to address your concerns.​

If you would like to exercise any of the above rights, have any questions about the Policy or believe that we have at any time failed to handle your personal information in the manner required by the Privacy Act, the APPs or GDPR, please contact us immediately using the following contact details:

Att: Privacy Officer

Post: Level 5, 11 Finchley Street, Milton, 4064

Email: [email protected] 

Phone: 1300 714 146

We will respond within one month (or let you know within one month if we need an extension of up to two months to process a complex request) and, where applicable, advise you whether we agree with your complaint or not. If we do not agree, we will provide reasons. If we do agree, we will advise what (if any) action we consider it appropriate to take in response. If you are still not satisfied after having contacted us and given us a reasonable time to respond, then we suggest that you exercise your right to contact the Office of the Australian Information Commissioner by:

Phone: 1300 363 992 If calling from overseas (including Norfolk Island): +61 2 9284 9749

TTY: 1800 620 241 (hearing impaired only)

TIS (Translating and Interpreting Service): 131 450

Post: GPO Box 2999 Canberra ACT 2601 Australia

Fax: +61 2 9284 9666

Email: [email protected]

Miscellaneous

 The Policy is effective from 02 March 2021. We may change the Policy from time to time; the APPs recommend regular review of privacy policies to make them ‘living documents’. Although we intend to observe the Policy at all times, it is not legally binding on Reload in any way. From time to time, we may regard it as necessary or desirable to act outside the Policy. Reload may do so, subject only to any other applicable contractual rights you have and any statutory rights you have under the Privacy Act or other applicable legislation.