Collection Of Personal Information
There are two categories of information we collect and one we do not collect.
- General Information: General Information is anonymous data that we use to analyse trends, gather broad demographic information for general use and to help us understand your needs and wants so we can improve the quality of your stay with us. General information includes the number of room nights booked and used, where guests are from, room rate, etc.
- Personal Information: Personal Information is any information that personally identifies you.
- Sensitive Information: We do not collect any Sensitive Information in either a general or personal sense. Sensitive Information is information such as age, gender, beliefs, membership, sexual preferences, criminal records or health.
Requests for Information
When you either make a reservation or just check in to one of our luxury hotels or resorts, we may ask you for personal details such as your name, home address, work telephone number and how the account will be settled. We may also obtain from you credit card details, whether you have any room preferences, disabilities or other lifestyle information. While staying with us, we may record the number of times you have stayed, telephone numbers dialled, movies watched, room service ordered and other details you supply to us.
Personal Information may also be collected from information you provide to us if you enter a competition run by or on behalf of Cootamundra Heritage Motel or you reply to a survey conducted by or on behalf of Cootamundra Heritage Motel.
We may also collect certain Personal Information if the law requires us to collect it or receive it from other sources.
What happens when you do not provide Information Requested
If you do not provide us with Personal Information that we consider essential or necessary, we regret the inconvenience, but may have no choice other than to decline your reservation, function booking, entry into a competition or membership to Loyalty Program.
If you wish to remain Anonymous
If you wish to stay in one of our luxury hotels or resorts on an anonymous basis, we may be able to accommodate your request, but we do not guarantee it. If we do accept your stay with us on an anonymous basis, you will not be able to make a booking in advance, you will need to pay for your accommodation at the time you check-in, and leave with us an amount of money we specify as a security bond (which will be refunded to you on your departure if your room is left in order and you have paid for all services or facilities provided to you or requested by you during your stay).
Primary purpose for which Cootamundra Heritage Motel collects information
Some of the information that we ask for is essential such as your name and billing details. These are used so we can contact you during your stay for reasons such as security, transferring incoming calls to you, letting you know if a facsimile arrives, if a visitor is waiting for you in the lobby, and so we can ensure we are paid for goods or services provided to you or requested by you.
If you make a reservation, we may also request your contact details, credit card details or the like. This information is used to pay the deposit, a security bond and so we can identify you when you check-in.
If you supply lifestyle information it may be used for two primary purposes. The first helps us to try and meet or exceed your expectations. For example, if we know which room you prefer or that you would like connecting rooms when you check-in to one of our hotels, we can hopefully provide you with the room and facilities you prefer.
The second is to make your stay as comfortable as possible by giving you peace of mind. For example, by providing us with information regarding a disability, our friendly staff can take this into consideration when selecting your room. This information may also be used by our staff, contractors or emergency services in the event of an emergency to assist with your well being.
Secondary purpose for which Cootamundra Heritage Motel collects information
Although we may use Personal Information while you are staying with us for the purposes described above, we may also use Personal Information for other purposes.
We may use your Personal Information to update you on news, events, special deals or if we believe we have something to offer you which may be of interest. This will usually be done via a mail out, however, if you have supplied an e-mail address or registered for our Loyalty Program, you may be contacted by e-mail. From time to time, we may also call you regarding this.
Personal Information may also be used if we need to contact you in relation to matters that arose from your stay with us.
Who information is disclosed to and why
We may share General Information with our partners, associated companies, advertisers, government agencies, travel agencies or the media. If you have made a reservation (or have stayed) at one of our hotels, we may disclose your name and date of your reservation (or stay) to our partners, associated companies, advertisers, government agencies, travel agencies, the media or publish such information in our employee newsletters or promotion and marketing materials.
Other than as stated in this policy, we will not share your Personal Information with a third party outside of government agencies or the Cootamundra Heritage Motel Group (and its associated companies) unless a third party, such as a contractor, needs to know the relevant Personally Identifiable Information in order to perform their duties. If we do intend to disclose such information, we will try to either let you know at the time we collect it, or seek your consent.
You have the right to take your name off Cootamundra Heritage Motel�s mailing lists at any time without charge. You may apply to add your name to a mailing list at any time should you desire.
If we have provided credit to you or you do not pay your account on time, or you act in an unlawful manner, we may provide this information to credit reporting agencies, government agencies, other hotels in the area, hotel association bodies, or to any hotel operating under the Cootamundra Heritage Motel banner. We may also use the information for recovery action against you.
- because it is required or authorised by law;
- to provide you with a service which you have requested;
- to assist a law enforcement agency or agency responsible for national security in the performance of its functions;
- to protect our rights or property or those of any member of the public; or
- to lessen a serious threat to a person's health or safety.
If Cootamundra Heritage Motel or any of its associated companies becomes aware of, or suspects any unlawful activity taking place, it may instigate an investigation and/or report its findings or suspicions to the police or other relevant enforcement agency.
Contracting out services involving the disclosing of personal information
Cootamundra Heritage Motel may contract out certain services from time to time. The types of services Cootamundra Heritage Motel may contract out include:
- Laundry (including dry cleaning);
- Promotions (including mail outs); and
In order for our contractors to perform their duties, it may be necessary for them to have access to Personal Information, or in carrying out their duties they may be able to access Personal Information.
Where Cootamundra Heritage Motel is contracting with a company who may receive or have access to Personal Information, it will make reasonable efforts to keep your information secure by contracting with companies who have either:
- adopted or are bound by the National Privacy Principles under the Act;
- included in their contract for services:
- clauses setting out obligations on how to treat Personal Information;
- clauses stating the reasons for having access to the Personal Information;
- clauses setting out the primary purpose of collecting Personal Information;
- clauses regarding confidentiality to prevent disclosure of Personal Information to third parties;
- clauses stating the purpose for which they may use the Personal Information;
- clauses setting out how they will keep the information secure from unauthorised access, modification, use or disclosure;
- positive obligations on them to take measures to prevent the loss and misuse of information;
- procedures to enable us to meet obligations of disclosure;
- procedures whereby we may audit the information the contractor holds; and
- procedures to keep Personal Information held by both parties up to date.
Requests for access to personal information
We understand that you may like to know what Personal Information we hold about you or the type of such information we hold. We are happy to assist you with your request (subject to exceptions where relevant), but before we do, we may require that you prove your identity to us. When you make a request in person, we may require you produce some form of photo identification such as a passport or an Australian drivers licence. Where you make a request by other means, we may request you supply us with particulars so we can check them with our files and satisfy ourselves as to your identity.
We may require that a request be made in writing. We have adopted this policy so there can be no confusion as to what information is sought, who it was sought by, and when it was sought. This allows us to create an audit trail of how the request has been handled. Where a request is made, any correspondence or application may be kept and added to your Personal Information.
How we respond to your request will depend on a number of factors including:
- the sort of information you seek to have access to;
- the way you made the request (in person, facsimile, e-mail, mail etc);
- where the information you have requested is stored or located;
- how the information is stored;
- the technology that has access to the information (some information can only be accessed from a system operating at a specific property); and
- any exceptions to disclosure that may apply to the information sought.
Ways in which we give you access to information include:
- allowing you to inspect some or all of the information we hold about you;
- providing copies of the information requested;
- allowing you to take notes about the contents of our records;
- where data exists only in electronic form, we may provide you with printouts or give you access to one of our computers to review it yourself;
- allowing you to view the information before someone who can explain its contents;
- faxing or e-mailing the information requested;
- providing you with either an oral or written summary of the information requested; or
- using any other appropriate method to give you access to the information requested.
When giving you access to Personal Information, we may also try to accommodate other considerations such as any disabilities you may have, your level of understanding, and English or literacy skills.
If we are unsure of exactly what Personal Information you are seeking, we may ask you whether you want access to all the Personal Information we hold or just a part of it.
We will not charge you for making a request to access Personal Information held by us. We may, however, charge you for the cost of making the Personal Information available to you. The cost of making information available to you will depend on the information sought, however, if you request an estimate of the likely cost, we will make reasonable efforts to provide you with one prior to us incurring further expense. Although we will do our best, we cannot guarantee that our estimate will be accurate and the true cost may be substantially greater than our estimate. Where the true cost is greater than the estimate, you may still be required to pay the true cost prior to us giving you access to the Personal Information.
Where we deny or refuse access to Personal Information, we will provide you with written reasons. Where we refuse to give you access to Personal Information but provide you with a summary of that Personal Information where it would reveal a formula or the fine details of an evaluative process if it involves commercially sensitive business decisions we will also provide you with written reasons for our decision. We may consider using an intermediary to allow limited access to Personal Information that would otherwise be denied to you under one of the permitted exceptions. If it is decided to use an intermediary, you will be liable to pay the intermediaries' fees and expenses.
Correction of information
At Cootamundra Heritage Motel, we know that nothing remains the same, which is why we are always looking for ways in which to make your stay more pleasurable. If at any time you wish to update any of the Personally Identifiable Information you have provided to us (or add some information you haven't provided before), you can do it five ways:
via our web site at www.cootamundraheritagemotel.com.au;
- Phone Sales and Marketing on 1300 22 1000;
- Fax Sales and Marketing on 02 9375 2755
- E-mail to Updates@cootamundraheritagemotel.com.au; or
- Snail Mail to:
Sales and Marketing
Cootamundra Heritage Motel
94 Hurley St
Cootamundra NSW 2590
How Cootamundra Heritage Motel stores and secures information
Cootamundra Heritage Motel has taken reasonable precautions to protect the security of your Personal Information which it collects. These include protection of passwords using industry standard encryption, provisions to preserve the security of the information stored on computers or in offices or archives and to prevent unauthorised access, modification, use or disclosure, and back-up systems to prevent accidental or malicious loss of data or information.
Unfortunately, there's always a risk involved in storing information. Although we will try to take reasonable precautions, we cannot guarantee Personal Information will not be stolen or used without permission. To the extent permitted by law, we will not be responsible for any unauthorised access disclosure or use of your Personal Information.
If you suspect that someone has Personal Information that we have collected and you don't want them to have it, please let Director of Human Resources know immediately.
A few of our employees and contractors will have access to your Personal Information to a level that is necessary to enable them to perform their jobs. They are obliged to respect the confidentiality of any Personal Information held by us.
What we mean by Cootamundra Heritage Motel
By Cootamundra Heritage Motel, we mean the owners and operators of motels, hotels and resorts operating from time to time under the Heritage Motels name throughout Australia together with its Associated Companies (the Group).
Personal Information may be shared between any company in the Group for a number of reasons. One of those is to make your stay with us more enjoyable by sharing your preference. If we know what you prefer at one of our properties, then we can do our best to replicate it at another property. Personal Information may not be stored at the property you have stayed at, but on a central database, accessible by any hotel in the Group or an employee at Corporate Office who has the required level of access.
Information transferred overseas
Our contractors may access Personal Information from overseas, as may your travel agent. Our contractors are bound to privacy principles as set out in this policy. We will minimise the amount of Personal Information we will provide to your travel agent, however, you should be aware of the type of information you give to your travel agent when they make a booking and the type of information they may seek from us. Travel agents will also have limited access to our central reservations system which may store Personal Information.
At Cootamundra Heritage Motel we want to treat you as a person not a number. If you have provided us with information which the Australian Commonwealth Government has assigned to you (such as a tax file number or Medicare number), we will not use these identifiers to also identify you.
Destruction and de-identifying information
Cootamundra Heritage Motel understands that in this ever changing world, what is relevant today may not be tomorrow. Where Personal Information is clearly no longer required, Cootamundra Heritage Motel will attend to either destroying or de-identifying the Personal Information.
Where Personal Information exists as a 'hard' copy, Cootamundra Heritage Motel will destroy this information by contracting with a reputable secure document shredding, pulping or disintegration agency who once they have completed the destruction of the documents in a secure fashion, will provide Cootamundra Heritage Motel with a certificate to that effect.
Where information is de-identified, it will be done in a manner whereby the removal of the Personal Information is permanent and can no longer be matched to re-establish your identity.
Cootamundra Heritage Motel
Telephone: 1300 33 10000
Facsimile: 02 9375 2755
Complaints & Application of Act
If after consultation with our General Counsel you wish to take the matter further, you may contact the Office of the Privacy Commissioner on 1300 363 992 or by mail to:
Director of Compliance
Office of the Federal Privacy Commissioner
GPO Box 5218
SYDNEY NSW 1042
Privacy - Further Information
If you are interested in obtaining additional information of privacy, you can visit the Australian Federal Privacy Commissioner's website at www.privacy.gov.au.
Cootamundra Heritage Motel