Privacy Policy

Generally, you can deal with Videoguys Australia anonymously (i.e., without identifying yourself). In certain circumstances, however, Videoguys Australia will ask you to provide personal information because it is required by law or Videoguys Australia’s policies to do so or because it would be impracticable to deal with you anonymously. These circumstances include where you order goods online (including when you pick up such goods from one of our stores), where you return goods for repair, where you purchase goods to be delivered or installed, collect goods from a Videoguys Australia outlet, where you enter one of our competitions when you submit a request, enquiry, complaint, consumer guarantee or warranty claim when you pre-order goods and when you purchase goods on lay-by.

Videoguys Australia collects, holds, uses and discloses personal information for several purposes connected with our business operations, which include:

1. Providing you with products or services you have ordered/purchased;
2. Dealing with requests, enquiries, complaints, consumer guarantee or warranty claims, and other customer care-related activities;
3. Marketing our products and services and providing advice on our products;
4. Making recommendations or suggestions to you with our products and services;
5. Developing and improving our products and services (for example, through customer reviews and surveys);
6. In connection with our loyalty or reward programmes and competitions;
7. The operation and administration of accounts or subscriptions that you have with us;
8. Payment processing;
9. Processing a refund or exchange of a product;
10. Carrying out certain checks (for example, for our fraud or theft prevention processes, if you wish to open an account with us, obtain credit from us, collect goods from a Videoguys Australia warehouse or storeroom, or pick up goods in-store that have been ordered online);
11. Interacting with companies or organisations with whom Videoguys Australia has a business relationship (where you work for or otherwise represent such an organisation);
12. Reconciling payments due to Videoguys Australia from suppliers concerning goods or services provided to you by those suppliers;
13. Purposes relating to any third-party acquisition or potential acquisition of an interest in Videoguys Australia or its assets;
14. Complying with our obligations under agreements with third parties;
15. Carrying out day-to-day surveillance of our stores for operational and security purposes;
16. Carrying out any activity in connection with a legal, governmental or regulatory requirement that we must comply with, or in connection with legal proceedings, crime or fraud prevention, detection or prosecution. 

Videoguys Australia is required by law to collect personal information in certain circumstances, including if you trade in goods. This is under, dependent on the State or Territory in which you are located, Second-hand Dealers and Pawnbrokers Act 2003 (Qld), the Second-hand Dealers and Pawnbrokers Act 1996 (SA), the Second-hand Dealers and Pawnbrokers Act 1994 (Tas), the Second-Hand Dealers and Pawnbrokers Act 1989 (Vic), the Consumer Affairs and Fair-Trading Act 1990 (NT) and related regulations.

We may also use and disclose your personal information for other purposes described above, which you reasonably expect.

Documents (including hard copy documents and electronic documents such as emails) that coincidentally contain personal information will also be retained following Videoguys Australia’s regular document retention practices for accounting, legal and business purposes. 

Generally, you have no obligation to provide any personal information requested by us. However, if you choose not to do so where we require this information, we may not be able to provide you with the goods and services you want or deal with a request, enquiry or complaint.

The kinds of personal information we collect or which we may hold about you may include:

1. Your name;
2. Your address;
3. Your date of birth;
4. Your telephone number(s);
5. Your e-mail address;
6. Payment information;
7. Financial information such as your bank account details;
8. Transaction information;
9. Your username and password;
10. Details about your earnings (if you are buying products using a finance plan);
11. Information contained on identification documents (such as driving licences) and, in some specific cases, copies of such identification documents, where we require these to verify your identity;
12. Information on how you use our products and services;
13. Your Internet Protocol (“IP”) address, server address, domain name and information on your browsing activity when visiting one of our websites;
14. Your username for social networking sites that you use to refer to, or in conjunction with, our goods and services;
15. Personal preferences or views regarding products and services; and
16. Audio-visual surveillance and recording of you when you visit our store or pick up goods from our retail showroom.

We collect personal information in many ways, including:

1. When you order goods or services from us (either online, in-store or over the telephone);
2. When you collect goods that you have ordered from us, including from a Videoguys Australia warehouse or storeroom;
3. When you set up an account with us;
4. When you purchase certain products or extended warranties from us;
5. When you pay for goods by cheque;
6. When you request a refund or exchange of a product;
7. When you subscribe to our catalogues or mailing lists;
8. When you subscribe to Videoguys Australia subscription service;
9. When you sell second-hand goods to us or buy second-hand goods from us;
10. When you enter competitions or promotions that we run;
11. When you provide us with your details for customer care purposes;
12. When you browse one of our websites (further information is set out later in this Privacy Policy);
13. When you submit an enquiry using one of our websites;
14. When you complete surveys or provide online feedback or product reviews;
15. When you publicly comment about us on social media sites (for example, so that we can answer questions about our products); and
16. Through the audio-visual surveillance and recording located in our store, outside our store (e.g., in the front entry area of a store) or in collection areas (e.g. loading docks), when you visit one of our stores or pick up goods from a collection area.

Generally, Videoguys Australia will collect your personal information directly from you. However, Videoguys Australia also holds information, collected incidentally, concerning individuals who work for companies or organisations with a business relationship with Videoguys Australia. Additionally, if you apply for a job with Videoguys Australia, we may collect personal information about you from any third parties that you nominate as your referees in your application.

Videoguys Australia holds personal information in many ways, including:

• As part of customer records and other electronic documents on which personal information is contained, which are stored on our information technology systems and servers operated by third parties who provide services to us in connection with our business; and
• Securely storing hard copy documents on which personal information is contained at our various premises and using third-party document management and archiving services.

We may use the personal information that we have collected to promote and market products and services to you, including through methods such as e-mail and SMS. We will not use your personal information for marketing purposes where you have opted out of receiving such communications.

Please note that when you create an account with us, you agree to subscribe to our marketing communications. Your details will be added to our marketing database to receive information about Videoguys Australia and our products and services. You may also subscribe to our marketing communications by signing up on our website.

The VIDEOGUYS AUSTRALIA PTY LTD mobile message service (the "Service") is operated by VIDEOGUYS AUSTRALIA PTY LTD (“VIDEOGUYS AUSTRALIA PTY LTD”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to VIDEOGUYS AUSTRALIA PTY LTD’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of VIDEOGUYS AUSTRALIA PTY LTD through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with VIDEOGUYS AUSTRALIA PTY LTD. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to VIDEOGUYS or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other VIDEOGUYS AUSTRALIA PTY LTD mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to VIDEOGUYS or submitting a privacy enquiry.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

You can unsubscribe from our marketing communications at any time in one of the following ways:

• Emails: Select the “unsubscribe” option in one of the emails you’ve received from us to unsubscribe. The “unsubscribe” button can usually be found at the top or bottom of the email. Please note that if you have an account with Videoguys Australia, we may still need to send you information about your account or purchase.
• SMS: Unsubscribe by texting the stated response word, e.g. “STOP”, to the mobile number provided in the SMS we sent you.

Alternatively, you may opt out of receiving marketing communications by submitting a privacy enquiry.

Videoguys Australia may disclose or receive personal information or documents about you, including to/from:

1. Organisations that provide services to us in connection with our business, including customer support, customer experience/engagement, payment processing, administration, archival, data storage, data analytics, hosting, research, mail and delivery, installation, distribution, logistics, marketing, auditing, share registry, consulting, financial and legal advisory, banking, debt collection, security or technical services and the operation of Videoguys Australia website. In some cases, these service providers may collect your personal information on our behalf;
2. Manufacturers and distributors of goods;
3. If you return goods to Videoguys Australia to be repaired, third parties, including our repairs system administrator, the manufacturer of the goods and authorised repairers;
4. Law enforcement agencies to assist in the prevention, investigation and prosecution of criminal activities;
5. Parties involved in any third-party acquisition or potential acquisition of an interest in Videoguys Australia or its assets;
6. Our insurers and insurance brokers;
7. If goods you purchase from Videoguys Australia are subject to a product recall, the manufacturer or distributor of those goods; and
8. To other third parties, you have expressly consented to disclose information to these third parties.

Additionally, suppose you return goods to us on which personal information is stored for repair (for example, on a mobile phone or computer) and do not delete that personal information. In that case, Videoguys Australia will send the goods to the repairer. By returning such goods to Videoguys Australia for repair, you consent to Videoguys Australia disclosing any personal information on the goods to the repairer by way of Videoguys Australia sending the goods to the repairer.

One of the third parties we use to help us detect and prevent fraudulent transactions is a company called Riskified which will use your data in accordance with and for the purposes set out in their privacy policy (available at https://www.riskified.com/privacy/). When you submit an order on the Videoguys Australia website, Riskified will use the personal information submitted as part of your order to provide us with a fraud analysis indicating whether or not your order is, in Riskified’s assessment, a fraudulent transaction. Riskified will also use this personal information following its Privacy Policy above and provide similar fraud analysis services to Riskified’s other clients if you place an order on a website of one of Riskified’s other clients. By reviewing the data of your activities across the merchant websites to which it provides fraud analysis services, Riskified can detect fraudulent activity with a much higher degree of accuracy.

Videoguys Australia is likely to disclose the personal information that it collects and holds about you to third parties who are not in Australia (such as third parties who are located in the United States of America, Singapore, the United Kingdom, Holland, Israel and New Zealand) for one or more the purposes set out in this policy, e.g. to provide you with the goods/services you have purchased. Some jurisdictions where these third parties are located may have less protective privacy and data protection laws than Australia.

Videoguys Australia may collect information about you on behalf of third parties. For example:

• Data gathered for finance providers such as PayPal if you wish to purchase goods on finance.

In these cases, the documentation you sign will set out how these third parties will use the personal information you provide, and the privacy policies of the third parties will apply. Videoguys Australia may also receive personal information or documents about you from these third parties where necessary in connection with the provision of goods or services by Videoguys Australia.

Suppose you apply for a job with us. In that case, you may be required to provide us with certain personal information, including your name, employment and educational background, and other personal information you may need or choose to provide us concerning your job application.

We will hold, use and disclose that information solely to consider your application. In particular, in considering your application, it may be necessary for us to reveal some of that information to third parties to verify the accuracy of that information. In such circumstances, we will disclose only such information as is necessary for the circumstances.

In considering your application, we may also collect personal information about you from any third parties you nominate as your referees.

We will take reasonable steps to ensure that our personal information is stored in a secure environment protected from misuse, interference and loss and any unauthorised access, modification or disclosure.

Upon your request, Videoguys Australia will provide access to your personal information that we hold (except in certain circumstances set out in the Privacy Act 1988 (Cth)). It will, of course, require some proof of your identity before providing information to you. Videoguys Australia serves the right to charge you an administration fee of $25 inc. for providing access to your personal information.

You may also request us to correct the personal information Videoguys Australia holds about you. If you do so and we are satisfied that, having regard to the purpose for which the data is stored, the information is inaccurate, out-of-date, incomplete, irrelevant or misleading, Videoguys Australia will take such steps as reasonable as possible to correct your personal information to ensure that, having regarding the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading. 

Please submit a privacy enquiry to request access to the personal information Videoguys Australia holds about you or update or correct that personal information.

In addition:

• If you are a subscriber to our marketing database, you can also update your details via the “unsubscribe” option in one of the emails that you receive from us;
• If you subscribe to one of our services, you can also update your details via that service.

Suppose you visit www.videoguys.com.au or any other Videoguys Australia websites to read, browse or download information. In that case, our system may record information such as the date and time of your visit to the website, the pages accessed, and any information downloaded. This information is used:

1. For statistical and reporting purposes;
2. For website administration, security, and maintenance purposes; and
3. To direct you to material on our websites that we believe will interest you.

Like many websites, our website uses “cookies”. Cookies are small text files that we transfer to your computer’s hard drive through your web browser to enable our systems to recognise your browser and log-in status. We may also use cookies to record non-personal information such as the date, time or duration of your visit or the pages accessed, for website administration, statistical and maintenance purposes to measure traffic and visitor behaviour and to understand the impact of online advertising, use remarketing and audience targeting. Any such information will be aggregated and not linked to particular individuals. The default settings of browsers like Internet Explorer usually allow cookies. However, users can easily erase cookies from their hard drives, block all cookies, or receive a warning before a cookie is stored. Please note that some parts of the website may not function fully for users that disallow cookies.

Our website also uses tags, tiny bits of website code that allow us to measure traffic and visitor behaviour, understand the impact of online advertising, and use remarketing and audience targeting. These tags do not collect any personally identifiable information.

While we take great care to protect your personal information on our website and use state-of-the-art data transmission encryption, unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. Accordingly, we cannot ensure or warrant the security of any information you send or receive from us online. This is particularly true for the information you send to us via email. We have no way of protecting that information until it reaches us. Once we receive your transmission, we will use our best efforts to ensure its security in our possession.

Our websites may contain links or plug-ins to other sites. We are not responsible for the content of, or the privacy practices or policies of, those sites.

Videoguys Australia sometimes handles personal information relying on exemptions under the Privacy Act 1988 (Cth), for example, concerning:

1. Employee records,
2. Related bodies corporate,
3. Provision of services to State or Territory authorities, and
4. Operations outside Australia relating to personal information of non-Australians.

Any permitted handling of personal information under such exemptions will take priority over this Privacy Policy to the extent of any inconsistency.

If you have any queries or concerns, you can obtain further information by contacting our Privacy Officer by submitting a privacy enquiry or by post to the Privacy Officer, Videoguys Australia Pty Ltd, Unit 12, 25 Howleys Rd, Notting Hill VIC 3168.

Videoguys Australia Pty Ltd ACN 086 380 403

If you are concerned that the way Videoguys Australia collects, holds, uses or discloses your Application Documentation Information may be in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code, please send the details of your complaint to the Privacy Officer by submitting a privacy enquiry.

After receiving a complaint, we will consider whether we need further information from you to view and investigate the complaint appropriately and may request such information from you. We will then:

1. Conduct internal discussions with the relevant business units involved in the collection, holding, use or disclosure of your Application Documentation Information which is the subject of your complaint, and evaluate whether we believe that such collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code; and
2. Notify you of the results of our investigation of your complaint.

Suppose our investigation concludes that our collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code. In that case, we will take steps to remedy the breach as soon as reasonably practicable. 

We will endeavour to notify you of the results of our investigation of your complaint within 30 days of receiving your complaint. However, if your complaint involves complex matters or requires extensive investigation and consultation, it may not be possible to respond within this timeframe. In these circumstances, we will seek your agreement to a more extended period for us to respond to your complaint. 

Suppose you are dissatisfied with our response to your complaint. In that case, you are entitled under Part V of the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner. Information about how to make a complaint is available from the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).