complaints & Corrections

 

Your very important voice needs to be heard!

 

We value your feedback as an important way for MGIC management to:

  • be accountable to the public;

  • provide valuable prompts to review organisational performance;

  • review the ethics and conduct of people that work within and for it; and

  • to continually improve our products, services and customer experiences.

 

If you have a query, complaint, request for access to or correction of personal information please contact us in person, by phone or in writing by post, email, text or other chat/message service. All complaints are recorded in the Process Improvement Register, as opportunities for continual improvement and innovation. All communication is acknowledged at the time received. Expectations regarding complaint resolution processes and timelines are provided to the complainant at the time the complaint is acknowledged and recorded. MGIC will consider your queries, complaints or requests promptly and contact you within 10 working days of receipt to resolve the matter.

 

MGIC’s Complaints Handling Procedure

The MGIC:

1.    talk to and listen to customers and members of the MGIC Team;

2.    make records;

3.    ask for documentation;

4.    transparently investigate;

5.    consider what’s fair, ethical and right;

6.    understand legal obligations;

7.    communicate openly; and

8.    follow up with customers after the problem is solved.

If you don’t agree with the outcome, you may appeal within 10 working days of the decision. The appeal will be commenced within 10 working days and should take no longer than 10 working days for an outcome to be reached. Within this time you may be invited to participate in an interview to discuss your concerns and rectify the matter. You will be notified of the outcome of the appeal as soon as possible. Any appeal is to MGIC PGA Member Graeme Trew and his decision is final.

 

If MGIC have not responded to you within a reasonable time, have not followed published procedures or you are not satisfied with the outcome, you may refer the matter to the New South Wales consumer complain handling office - NSW Fair Trading. Under the Privacy Act you are entitled to refer privacy matters to the Australian Privacy Commissioner within the Australian Human Rights Commission.

 

​MGIC respects the rights of individuals to determine to whom they give their personal information to and how their information is used. Our customer’s privacy is very important to us and we value the trust you place in us when giving us your personal information. We take this responsibility seriously and we are committed to safeguarding your information and using it for the purposes for which you have entrusted it to us.

 

What Information do we collect

MGIC collect a range of information from our customers that is directly related to the products and services you choose. Where we wish to use the information for other purposes we will seek your agreement beforehand. The kind of personal information we collect includes: name, contact details, location, demographic information like gender, age and so on, products you are interested in and what loyalty programs you belong to.

How We Collect Information

We collect information directly from our customers. We do this in a number of ways, including when you:

  • provide us with personal information over the phone, through the digital schedule or through personal mobile devices, like smart phones and tablets;

  • fill out application forms; or

  • submit your personal details through our website.

 

We also collect solicited personal information indirectly, through publicly available sources, or through social media sites, like Facebook, Twitter, Google and others, who disclose to their users that the users’ personal information is provided to businesses like MGIC. We do this where:

  • the customer has consented to such collection or would reasonably expect us to collect their personal information in this way, or

  • if it is necessary for a specific purpose such as the investigation of a privacy complaint.

We usually only retain unsolicited information about our customers when dealing with a customer enquiry or complaint or where we conduct an investigation. For example, your image may be present on CCTV footage that also records a fall of another customer in and around MGIC.

 

Using Personal Information

We use personal information to better understand our customers’ interests and needs, to complete purchase transactions and to offer an ever improving quality range of products or services.

We use personal information in the following ways:

  • Provide, deliver, source, administer, improve and personalise our products and services;

  • Process payments and provide refunds and discounts;

  • Enable our third party service providers to provide us with IT products and services, carry out product investigations, data processing, data analysis, business consulting, auditing, archiving, printing, delivery and mailing services;

  • Provide more relevant marketing offers through direct marketing, database compilation, market research, data analysis and segmentation, and the processing or creation of other marketing information;

  • Combine or compile with publicly available information for the processing or creation of marketing offers and information;

  • Personalising our customers shopping experience, including, where appropriate, identifying individuals;

  • Communicating with our customers, including product recalls and responding to queries and complaints;

  • Fraud prevention, including services regarding the protection of our customers’ information, eg. credit card information;

  • Develop and expand our operations to better suit our customers’ needs, such as planning for future store locations or mobile operations; and

  • Maintaining and keeping our customers information current and as accurate as possible.

Disclosure

We do not disclose personal information to third parties unless we are permitted to do so by law or you have given us your consent to do so. Third parties we may disclose personal information to include:

  • Our related companies such as Murwillumbah Golf Club;

  • Our service providers including IT service providers, major delivery companies, advertising and marketing service providers, out-sourced call centres, mail houses and third party fulfillment contractors; and

  • Our professional advisors including our accountants, auditors and lawyers;

  • Payment system operators and financial institutions; and

  • Government agencies.

 

Some of our service providers provide services to us entirely or partly from overseas locations and we may in order to receive those services occasionally transfer personal information overseas, predominantly to the United States of America, Europe and the Asia Pacific Region, including where:

  • we use service providers, cloud computing solutions or data storage located overseas;

  • we need to comply with foreign legal or regulatory requirements; or

  • an international payment has been made.

 

Data security

We take active steps to protect the personal information we hold against loss, unauthorised access or use, modification or disclosure, and against other misuse. This includes any information that we disclose overseas. Where data is held overseas, we require third parties to store such data in restricted access premises and provide appropriate protection against unauthorised disclosure. As a minimum security requirement, password authentication is required to access those databases in all cases. We also use fire walls, SSL technology and encryption for transmission of data where appropriate. When the personal information that we collect is no longer required, we destroy, delete or de-identify it in a secure manner, in accordance with MGIC’s Document Retention and Destruction requirements:

 

MGIC Online

Ordering products from the MGIC Online store is designed to be as simple as possible, while still providing security and privacy for all your details. You can pay for goods using a credit card or PayPal and we only store credit card information where absolutely necessary to process your payment securely. Credit card data is held in encrypted form and complies to the highest security standards prescribed for data of this kind.

Cookies

When you interact with us on the internet, our system automatically sends you a ‘cookie’. A cookie is a small amount of information sent from a web server to your computer, electronic tablet or smart phone that enables your device to be recognised. It is used to handle your internet sessions on that device and contains a unique identifier. Other information stored by the cookie includes website traffic data. This data is not used to identify individual details. We only collate the data into anonymous results in order to evaluate and improve our internet and shopping service for our customers. Users may opt out of the DoubleClick cookie by visiting the Google advertising opt-out page or they may opt out of your use of Analytics by visiting the Google Analytics Opt-out page.

Email and SMS Subscription Lists

If you elect to register an account with MGIC, and use this account to make purchases from the MGIC website, some of your personal information (being your email address and/or contact phone number) will be provided to MGIC’s delivery carrier. This information is used by the carrier to send you updates on the status of your deliveries from MGIC. You have the ability to opt out of these communications directly from the messages you receive. We currently have an electronic Direct Marketing (eDM) email list which provides marketing offers to subscribers. If you elect to subscribe to our eDM, these services will be provided to you to communicate product information, special events and offers. We also use search engine and social media sites to make marketing offers which may be of interest to you. Our marketing subscription list is an ‘opt in’ system.

 

eNEWS  

You may unsubscribe easily by clicking on the unsubscribe link that appears in all of our marketing communications to you. We also send SMS to customers who have subscribed to receive SMS messages from us. Our SMS subscription list is an ‘opt in’ system. You may unsubscribe easily by clicking on the unsubscribe link that appears in all of our SMS communications to you.

Spam

We will never knowingly send you electronic messages without your consent. For more information on the Spam Act 2003, please visit https://www.legislation.gov.au/Details/C2016C00614

 

Your Privacy choices

Where feasible, you can interact with MGIC anonymously or using a pseudonym. This will mean that there are some products and services that you will not be able to enjoy. These include online shopping and better access to product offers likely to be of a more direct interest to you personally. You can access the personal information that we hold about you and you can ask us to correct the personal information we hold about you. If you are listed on one or more of our Direct Marketing email lists you can opt out at any time. You can unsubscribe by using the ‘unsubscribe’ options contained in our emails.

​MGIC are working with Google to improve online shopping experience across devices. You can opt out of the anonymous Google device tracking by de-selecting the option in your account, go to my account. If you are signed into your Google account when you use MGIC Online store, then Google may also combine data from your Google account with data about your use of MGIC Online store, in order to help identify you to be shown relevant MGIC advertising online, across your devices. This is done using a Google service called Remarketing with Google Analytics, which links Google Analytics cookies (set by MGIC) with Google advertising cookies (set by Google). Google Analytics is a tool that helps website owners measure how users interact with website content.

For more information and to opt out:

 

Employees

MGIC collects personal information from current, future and past employees directly and from third parties who have agreed to provide human resources related services to MGIC. We may collect sensitive information such as information about your health where necessary. MGIC uses this personal information to provide employment related services like Employee Assistance Programs, Professional Development and Coaching, Remuneration & Payroll, Injury Support, Redeployment Services, Fraud Prevention and Debt Collection through a third party delivery model. Third parties are engaged to provide some of these services and in doing so are all contractually obliged to comply with the Privacy Act.

Recruitment

MGIC collects personal information from job applicants directly and from third parties who have agreed to provide those applicants with a professional or personal reference and from organisations which provide recruitment related services to MGIC. MGIC also relies on word of mouth and personal referrals in its recruitment activities. As part of any job application process your consent to collect and use your information in this manner will be sought. The kinds of personal information we may collect include your name, address, contact details, employment and academic histories, and the names of your referees.

What information we collect and how we use it

If you send us a resume and application for a job, we will use your personal information (including, where necessary, sensitive information such as information relating to your health) to assess your application and may disclose this information to recruitment agencies and other third party service providers for purposes such as aptitude, psychological and medical testing. These third party service providers are predominantly located in Australia. MGIC uses the feedback and results from such third party services in making current and future employment decisions. MGIC will use information you provide regarding your prior employment history to seek further information about you from referees.

MGIC uses recruitment related information for:

  • Communicating with employment candidates, including responding to queries and complaints;

  • Undertaking market research, data analysis and segmentation of the job market, candidate profiles and recruitment outcomes.

 

​Suppliers

MGIC collects information from its suppliers in relation to sourcing and purchase of its products and provision of services to MGIC or its customers. This information is collected for business related purposes but does contain some limited personal information related to the name and contact details of the people that it deals with at its suppliers and service providers. The information will usually be collected directly from the supplier but may also be provided by third party sourcing agencies or business contacts. Where the supplier provides products for MGIC’s stores, this information may be shared with MGIC’s related entities that are predominantly located in the Asia Pacific region and the Americas. MGIC and its related entities will hold this information securely and will only disclose it for business related purposes.

 

The information is used for activities such as:

  • Sourcing and acquiring products for MGIC stores;

  • Product innovation and quality control;

  • Communicating with Suppliers;

  • Investigation of complaints; and

  • Maintaining and keeping our suppliers’ information current and as accurate as possible.

 

General

This document describes the complaint management process that MGIC uses to handle Privacy related complaints. It describes an effective and responsive process that reflects the needs of both the complainant and MGIC. It provides MGIC with both a customer focused, consistent and systematic approach to resolving complaints received relating to their Privacy.

 

Visibility

Information on how to make a complaint is detailed above in this Privacy Statement published on the MGIC website and is available in store by request.

 

​Accessibility

The complaints handling process is easily accessible. Contact us to make a complaint, or requesting access to further information.

 

Responsiveness

All queries, complaints or requests are acknowledged at the earliest possible moment. MGIC resolves issues raised by a person who is dissatisfied in a timely and cost-effective way, within 10 working days of receipt of the matter. MGIC endeavour to handled complaints ethically and professionally to do the right thing and potentially improve the reputation of MGIC and strengthen public confidence in management and administrative processes.

 

Objectivity

Complaints are dealt with in an equitable, objective and unbiased manner. This helps to ensure that the complaint handling process is fair and reasonable. Unreasonable complainant conduct is not allowed to become a burden.

 

Confidentiality

Each complaint will be treated confidentially and information collected concerning the complaint will remain confidential. Non-disclosure is in place with all team members handling complaints by acceptance of the MGIC Employment Contract and/or Code of Conduct as part of employment with MGIC. Where third party service providers are involved with the investigation or resolution of the complaint, their involvement is covered by the confidentiality and privacy obligations contained in the services provision contract.

 

Accountability

Accountability for receiving and resolving complaints and communicating significant breaches relating to Privacy is assigned to the MGIC PGA Member or Proprietor and may be delegated to the Customer Relations Manager. A significant breach includes, but is not limited to:

  • a material compliance breach, or

  • a breach that may lead to material brand reputational damage, or

  • a breach has a high probability to lead to an individual or the company incurring a fine.

 

The MGIC PGA Member will conduct analysis on each complaint, investigate to establish the facts and recommend a resolution to the Customer Relations Manager, who may follow up in order to close the case. Each complaint will be handled based on the nature of the complaint and the information concerned.

Monitoring performance

All complaint details will be recorded, including the date the complaint was received/closed, current status of the complaint (open/closed), details of the complaint made, details of the resolution provided and communications material pertaining to the complaint. Once a complaint has been resolved, all received and sent emails pertaining to the complaint will be filed in the Resolved Complaints folder, the management system is updated and the case set to closed status. ​Management reporting will contain the following;

  • Number of cases logged;

  • Time taken to resolve complaint on closed cases;

  • Number open cases at current time;

  • Length of time elapsed on current open cases; and

  • Severity of open/closed cases.

 

Statistical information concerning Privacy related complaints will be reported on a needs basis.

 

Data storage

All email items over 30 days are “moved’ into corresponding folders systematically and these emails retained for 7 years. Any items remaining in the Inbox and/or Sent box will by default still be open complaints, with the initial date of complaint receipt visible.

 

For further information, please Contact us

© 2020 Murwillumbah Golf Improvement Centre (MGIC).