Express, we respect the privacy of your personal information in our care.
Personal information means information which identifies you as an individual or
from which your identity can be reasonably ascertained.
relates to personal information we collect and handle about you as our customers,
visitors to our website, apps, social media and other digital services and
members of the public. Our personnel and job applicants can contact our human
resources team for details about the privacy of their personal information.
We are part of
Types of personal information collected
The types of
personal information we collect includes name, contact details, identification
information, household details, payment and transaction details/history (including
information about payment cards linked to flybuys and associated transactions),
details regarding participation in flybuys and our other clubs and programs
operated from time to time, records of your communications and interactions
with us, and details/history of preferences, interests and behaviour relating
to transactions, products, services and online activity.
We may not be
able to provide our products or services, or make offers to you without your
personal information. For example, we may not be able to ensure you are awarded
flybuys points, contact you include you on our mailing lists.
provide us with personal information about someone else you must have their
consent to provide their personal information to us based on this Privacy
How personal information is collected and
We may collect your
personal information in relation to your interactions and transactions with us and
Wesfarmers group companies which will include making a purchase in store, placing
an order online, making a non-cash payment, participating in flybuys, participating
in a promotion, competition or survey, registering for services, or using related
websites, apps, social media and other digital services. We may monitor and
record your communications with us (including email and telephone) for
security, dispute resolution and training purposes and operate video and audio
surveillance devices in our premises. We may also collect personal information
from third parties including public sources, information service providers, providers
who administer Coles-branded products and services such as payment cards and
insurance, anyone authorised to act on your behalf, and other Wesfarmers group
companies including flybuys.
personal information electronically and in hard copy form, both at our own
premises and with the assistance of our service providers. We implement a range
of measures to protect the security of that personal information. We also take
measures in respect of destroying or de-identifying personal information that
is no longer needed for any lawful purpose.
Purposes for handling personal information
We handle your
personal information in connection with providing, administering, improving and
personalising our products and services. This can include processing payments,
delivering orders, managing promotions, providing refunds and discounts,
verifying your identity, communicating with you (including direct marketing),
conducting product and market research, maintaining and updating our records,
dealing with enquiries from you, and working with our service providers and
other Wesfarmers group companies. Using personal information, we endeavour to
improve our understanding of your interests, suitability and behaviour in
relation to products, services and offers, including conducting risk
assessments for financial products (including credit and insurance).
We may also
handle your personal information to protect our lawful interests and facilitate
purchases and potential purchases of our businesses. We may provide marketing communications and
targeted advertising to you on an ongoing basis by telephone, electronic
messages (e.g. email), our digital services and other means, unless you opt out
by calling us on 131116. These communications may relate to the products and
services we and other Wesfarmers companies provide, and other products which we
believe may be of interest to you.
Sharing of personal information
To make it easy
for you to deal with other Wesfarmers group companies (including flybuys) and provide
you with a more personal and consistent experience, we may exchange and combine
personal information with them for the purposes described in our respective
Wesfarmers group companies may exchange your personal information with our service
providers engaged to assist with services including data processing, data
analysis, information broking, credit reporting, online computing, printing,
contact management, legal, accounting, business consulting, marketing,
research, auditing, archival, delivery, security, investigation and mailing
services, and in the provision of Coles-branded products and services such as
payment cards and insurance..
parties to whom we disclose personal information may be located in Australia
and other countries including Argentina, China, Canada, Hungary, India, Israel,
Ireland, Italy, Japan, Hong Kong, Mexico, Netherlands, New Zealand, Pakistan,
Philippines, Poland, Singapore, Spain, South Africa, South Korea, UAE, United
Kingdom and United States of America. Where we disclose your personal
information to service providers outside Australia, we require those persons
only to use personal information for the purpose for which we have provided and
to make arrangements to protect your personal information. We take steps to
ensure that our service providers are obliged to protect the privacy and
security of your personal information and use it only for the purpose for which
it is disclosed.
information and services through a range of digital and online services
including websites (e.g. colesexpress.com.au) apps, email, online advertisements,
IPTV and social media profiles. These services may be operated by us, other
Wesfarmers group companies and flybuys program participants (collectively,
Coles/flybuys Digital Services) to provide a consistent experience, personalise
your use of each of those services and provide targeted marketing.
Services may use “cookies”. A cookie is a piece of information that allows the
server to identify and interact more effectively with your device. The cookie
assists us in maintaining the continuity of your browsing session (e.g. to
maintain a shopping cart) and remembering your details and preferences when you
return. Other technologies that may be used with Coles/flybuys Digital Services
include web beacons (which may operate in conjunction with cookies), Flash
technologies are consistent across various Coles/flybuys Digital Services,
allowing us and the other providers of these services to understand you better
and provide a more consistent experience across these services. You can configure
find some parts of Coles/flybuys Digital Services then have limited
functionality. You can control your preferences regarding Flash local stored
objects at http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html.
record a variety information in relation to interactions with our online
services. This can include information about software versions used, device
identifiers (like IP address), location data (where available and not disabled
by the user), dates, times, file metadata, referring website, data entered and
user activity such as links clicked.
In some cases
above as part of Coles/flybuys Digital Services. These technologies may be used
in connection with activities like surveys, online behavioural advertising, website
analytics and email campaign management. The services we may use from time to
time include Google Analytics, Google Display Network, Google AdSense,
DoubleClick, Yahoo, Adobe, Campaign Manager and Microsoft. You can find more
details in the privacy policies for those services (e.g. Google’s Ads
Preferences Manager), including information on how to opt-out of certain
conduct. Bear in mind, you may need to opt-out separately from each
service. The website youronlinechoices.com.au also
allows you to opt-out of some online behavioural advertising and provides
further information about how online behavioural advertising works. You can
contact us to request further details of the services we use. Many of these
services operate without collecting or using any personal information.
information we collect in relation to Coles/flybuys Digital Services is about
an individual. In many cases the information only relates to a device or is of
an aggregated or statistical nature, and we will have no way of knowing the
identity of the user. In other cases we may associate information about your
use of Coles/flybuys Digital Services over time with your personal information,
e.g. where on any occasion you have logged in, followed a link sent to you by
email or we have otherwise been able to identify you.
constantly developing and enhancing our use of online technologies, and make
up to date in this regard. Please check back when you return to use our online
services to ensure you are familiar with our current practices.
services may contain links to other sites. We are not responsible for the
privacy practices or policies of those sites and recommend that you review
their privacy policies.
Procedures for access, correction and feedback
If you wish to access
or correct any personal information we hold about you or have any feedback or
concerns about privacy, please contact us as set out below. Where you seek a
response from us, we will let you know who will be handling your matter and
when you can expect a full response.
In the case of access
and correction requests, please provide as much detail as you can about the
particular information you seek, in order to help us retrieve it. Under the
Privacy Act and other relevant laws, we are required to provide our reasons if
we refuse your request. Where we decide not to make a requested correction and
you disagree, you may ask us to make a note of your requested correction with
Additional privacy information
In addition to
own privacy statements and other terms which provide further information about
your privacy, e.g. flybuys, Coles Insurance and Coles MasterCard. Please see
the relevant material relating to those products and services for details,
including where those Coles-branded products and services are provided by or
with third parties who may collect your personal information.
about privacy generally, or if your concerns are not resolved to your
satisfaction, you may contact the Office of the Australian Information Commissioner
at www.oaic.gov.au and on 1300 363 992.
regarding privacy should be directed to the Coles Privacy Officer:
Post: 800 Toorak Road
East VIC 3123
Last updated: March
Operations Pty Ltd trading as Coles Express
ABN 78 104 811 216