This Privacy Policy applies to the activities of Arrow on Swanston, Hotel and Student accommodation. The Privacy Policy explains the key features of practices relating to the handling of personal information, and how we meet the requirements of the Privacy Act 1988.

We respect the right of our clients to privacy. Our Privacy Policy ensures we protect the trust you place in us when you provide us with your personal information. By 'personal information' we refer to information about an individual whose identity is apparent or can be reasonably ascertained from the information stored.  

Our Privacy Policy reflects the spirit and content of the private sector provisions of the Privacy Act 1988. We are bound by the National Privacy Principles.

Our commitment to your privacy  

Arrow on Swanston is committed to consistently exceed your expectations in providing the highest quality in hospitality service. Understanding our guest requirements enables us to deliver high quality services tailored to your needs.

It is for this reason that we collect personal information. Since the privacy of our guests and visitors is of paramount importance, we endeavour to protect your personal privacy and maintain your trust.

Arrow on Swanston is fully committed to providing information about the collection and use of personal information furnished by, or collected from, visitors while using our website, products and services. This policy outlines the information we collect, how we use it, and how to deal with any issues arising from privacy concerns.

Collection of personal information

Information is collected from various sources and stored on a central information database. Generally, the information collected comes directly from you, or from service provider partners or agents making bookings. When you stay in our property, the information provided to us at the time of your booking is recorded in our reservation system. We may also collect other information within our hotel through the following sources:

• Guest Registration Cards
• Guest History Data
• Guest Recognition Program
• Accident and Incident Reports and insurance claims
• Concessionaires
• Accounts

Under the Privacy Act, certain types of personal information are regarded as sensitive and must be treated with a greater standard of care. This includes information relating to health, religious beliefs and criminal records. Arrow on Swanston do not normally collect this type of information, unless you provide it to us for a specific purpose, for example to inform us of particular health needs relevant to your stay with us.

Use and Disclosure

The main uses for personal information we collect relate to managing your reservations and improving the quality of our service to you. Arrow on Swanston does not use your personal information for purposes which are not disclosed or authorised by you.

Arrow on Swanston will generally explain the specific use of any personal information we collect at the time it is collected. In situations when a website visitor voluntarily provides personal information (for example, on a survey or order form).

When we will contact you:

• When you stay at Arrow on Swanston, we will give you the choice upon registration as to whether you wish to receive further information about special offers and promotions in the future. This opportunity also extends to certain guest return benefits provided by Arrow on Swanston.
  
  
  
• We generally make contact through ordinary mail or, for our website visitors, through email. From time to time, Arrow on Swanston asks guests for their email address in order to provide information, such as reservation confirmations or promotions and offers. Email communication is only used where you have consented to receive email from Arrow on Swanston for service or promotional purposes. At the time of email capture, Arrow on Swanston will advise our guests that we will use the email address for service and product information, as well as marketing and promotional communications. Email addresses may be joined with other information provided at our website and may also be augmented with other data sources.

Arrow on Swanston may use personal information about guests where:

We are required by law to do so;

We believe it necessary to provide you with a service which you have requested;

Necessary to implement our terms of service;

• Necessary to protect the rights, property or personal safety of another guest, any member of the public or Arrow on Swanston.
• The assets and operations of the business are transferred to another party as a going concern. If this happens, the new party will be notified of this Privacy Policy and will be subject to the Privacy Act 1988;
• We assess and process any application for our products or services, and administer and manage the products and services we provide to you, including carrying out systems testing and auditing;
• Requirements of credit reporting, verification, and risk management is necessary, we will exchange information about our customers with reputable reference sources and clearinghouse services.

Like most organisations, we use a range of service providers to help us maximise the quality and efficiency of our services and our business operations. This means that sometimes individuals and organisations outside of Arrow on Swanston such as computer technical support agencies and mail houses will have access to personal information that we hold and may use it on our behalf. We require our service providers to adhere to strict privacy guidelines and not to keep this information or use it for any unauthorised purposes.

Those parties which supply services to us, and to which we disclose personal information, have undertaken to comply with our confidentiality requirements under privacy law.

Security of personal information

Arrow on Swanston takes all reasonable steps to ensure the security of any information (including information on-line) which we hold about you. We require our employees and anyone else with access to your information to respect the confidentiality of any personal information held by Arrow on Swanston.

On-line security

Our commitment to privacy extends to our internet site: All information that is forwarded to us by email remains private and confidential.

Access to your personal information

In order to keep your personal information as current as possible, we ask that you let us know of any changes to your personal details. If you want to access your personal information, please contact the General Manager - Hotels.

Research

From time to time Arrow on Swanston may conduct research (on-line and off-line) via surveys. All survey responses are voluntary, and the information collected is only used for research and reporting purposes, namely to help Arrow on Swanston to better serve you by learning more about your needs. The survey responses may also be used to determine the effectiveness of our website, various types of communications, advertising campaigns and promotional activities.

If you participate in a survey, the information given by you will be used along with that of other study participants (for example, Arrow on Swanston might report that 50% of a survey's respondents are women).

Arrow on Swanston or Harbour View Apartment Hotel may provide these questionnaires to our market research analysts either in Australia or overseas but will only disclose your personal information upon your consent. As indicated above, participation in our surveys is voluntary.

Concerns

If you have privacy concerns or require any further information, please call (61-3) 9225 9000 or write to us via email at jjennings@arrowonswanston.com.au

Where possible, your concerns received over the telephone are resolved at that time. If your concerns cannot be resolved in this way, please refer the matter in writing to:

John Jennings

General Manager - Hotels

Arrow on Swanston (Aust) Pty Ltd

488 Swanston Street, Carlton, Victoria 3053

 We will endeavour to review and resolve the situation within 30 days of receiving the letter.