Phone: (02) 9099 8025

Complaint Handling Policy

How can I file a complaint about privacy?
You can file a privacy complaint with us if you think Sutherland Shire Web Design has not handled your personal information in compliance with an Australian Privacy Principle.

There are three ways in which a privacy complaint can be submitted to Sutherland Shire Web Design:

through electronic mail at [email protected]
Through phone: (02) 9099 8025
through postal mail at the address below:
Sutherland Shire Web Design & Financial, Privacy Officer, 24 Pines Parade,
Pines Parade, Gymea NSW 2227

We prefer that you submit your privacy complaint in writing so that we can make sure we fully understand the details of your complaint and the desired outcome. We have included a Privacy Complaint Form to help you with this; just click here to download and print it.

What details ought to I mention in my privacy complaint?
You should make sure that your privacy complaint contains enough details for us to understand the nature of the complaint and the desired outcome in order for us to respond to it appropriately and quickly. To help you with this, some items you might want to consider are as follows:

What happened?
When did it happen?
Where did it happen?
Who took part?
Which APPs do you think have been compromised?
How do you think the handling of your personal information has gone wrong?
What kind of result are you looking for?
For what length of time will it take?
After our Privacy Officer receives your privacy complaint, Sutherland Shire Web Design will respond within 7 days.
The complexity and nature of the issues at hand will determine how long it takes Sutherland Shire Web Design to look into your privacy complaint and get back to you. However, within 30 days, we will send you a written notification of the results of our investigation into your privacy complaint.

We might need to speak with other organisations, such as credit reporting agencies, if your complaint relates to credit-related data. When it comes to credit-related data, we will respond to your complaint within seven days of receiving it. If, however, we are unable to settle the issue in thirty days, we will get in touch with you to discuss the anticipated length of time for resolution, explain any reason for the delay, and ask for your permission to extend the time frame.

What occurs if Sutherland Shire Web Design’s response does not meet my needs?
You have the option to take your complaint to an external dispute resolution body if you’re not happy with how we handled your case. For the Australian banking, insurance, and investment sectors, the Financial Ombudsman Service (FOS) provides a free, impartial dispute settlement service. If a privacy dispute relates to credit reporting, debt collection, or credit provision, FOS will take it into consideration.

You can reach the Financial Ombudsman Service Limited (FOS) by phone at 1300 780 808 or by email at www.fos.org.au. You can also write to FOS at GPO Box 3, Melbourne VIC 3001.

If you have any complaints about how we handle your personal information, you can get in touch with the Office of the Australian Information Commissioner (OAIC) by writing to GPO Box 5218 Sydney NSW 2001, calling 1300 363 992, or visiting their website at www.oaic.gov.au.

Procedure for handling privacy complaints
The following protocols will be followed in the event that Sutherland Shire Web Design receives a privacy complaint:

When a complainant calls with a verbal complaint, the person who speaks with them should urge them to use Sutherland Shire Web Design’s Privacy Complaint Form to file their complaint in writing. In the event that the complainant declines to submit a written complaint, the person who receives the complaint should do the following: write down the verbal complaint; get the complainant’s contact information; and inform the complainant that the Privacy Officer will be contacted to review, look into, resolve, and report on the privacy complaint.
Direct the privacy grievance as soon as possible to the Privacy Contact Officer.
When a written privacy complaint is received, it should be forwarded right away to the Privacy Officer by the individual who received it.
The Privacy Officer shall do the following: within seven days of receiving the individual’s privacy complaint, acknowledge it; communicate with the complainant as needed to obtain any pertinent information required for an impartial assessment and investigation of the privacy complaint; inform the complainant of the investigation’s findings and any proposed remedial action that Sutherland Shire Web Design plans to take; and give the complainant information on how to file a complaint with the OAIC in the event that they are dissatisfied with the investigation’s conclusion.
In the event that the investigation’s findings indicate that Sutherland Shire Web Design appears to have handled a person’s personal information improperly, get in touch with the appropriate party to make sure something similar doesn’t happen again.

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