1. COMMITMENT TO PRIVACY
Marston Living Pty Ltd and its related entities (“Marston Living”, "we" or
"us") are committed to protecting the personal information of our
residents. We understand that our residents are concerned about their
privacy and the confidentiality and security of information. Marston Living
collects, holds, uses and discloses personal information in accordance with
2. COLLECTION OF PERSONAL INFORMATION
2.1 What kinds of personal information do we collect and hold?
The types of personal information that we collect and hold may include:
Information identifying you - such as your name, date of birth,
driver’s license number (or the number and details of other types
of identification, such as a passport or proof of age card).
Contact details - such as your address, telephone number, fax
number, email address.
Billing details - such as the billing name and address.
Financial details - such as credit card and bank account details.
Information we are required or authorised by law to collect.
2.2 How do we collect and hold the personal information?
Sources of personal information may include:
you, when you communicate with us via phone or email, conduct an
online transaction or complete an authority to process a debit to
recipients of your payments;
your financial institution.
Marston Living may also receive personal information from third parties
(such as business partners) who have agreed to share their customer or
marketing lists with us.
We may monitor and record your telephone calls to us for quality, training,
dispute resolution and security purposes.
Cookies are small pieces of information, stored in simple text files,
placed on your computer by a website. Some cookies can be read by the
website on your subsequent visits. The information stored in a cookie may
relate to your browsing habits on the webpage, or a unique identification
number so that the website can 'remember' you on your return visit. Other
cookies are deleted when you close your browser and only relate to the
working of the website.
Cookies may be set when you first visit our website.
Most browsers allow you to turn off cookies or to customise your settings
for cookies. To find out how to do this, see the 'Help' menu on your
browser. Please note that if you turn off cookies or change your settings,
some features of our website may not work correctly.
In many cases, the tools used on our website record information in a way
that does not identify you as an individual. In other cases, information
information may be collected through our Website.
3. USE AND DISCLOSURE
3.1 What are the main reasons we collect, hold, use and disclose personal
We collect personal information in connection with our services when:
Marston Living collects your personal information to enable us to collect
payment for recurring fees, assist in providing community services tailored
to your needs, to contact you when a need arises and to establish a contact
list in the event we need to contact your next of kin.
Marston Living may also use or disclose any of your personal information
for other purposes and/or to other persons as required or permitted by law.
We may also disclose your information to third parties to provide services
such as operators of emergency medical monitoring devices.
4. INTEGRITY OF PERSONAL INFORMATION
We take reasonable steps to ensure that your personal information collected
is accurate, complete, relevant and up to date. If you believe that any of
the personal information we hold about you requires correction, please
inform us using the contact details set out below.
If you establish that the information we hold about you is inaccurate,
incomplete, not up to date, irrelevant or misleading (“Requires
Correction”), we will, after considering the purpose for which the
information is held, take reasonable steps to correct any errors and if
practicable notify any third parties that Marston Living had previously
disclosed the information to of the correction. If we are not satisfied
that the information Requires Correction we will, at your request, keep
with your personal information a statement apparent to users of the
information noting your request that the information Requires Correction.
If at any time we refuse or deny you access to your personal information or
refuse to correct your personal information we will provide you with
reasons for such denial or refusal.
5. SECURITY OF PERSONAL INFORMATION
We take reasonable steps to protect your personal information within our
office and computer systems from misuse, interference, loss, unauthorised
access, modification or disclosure. Depending on the circumstances, these
measures may include staff authentication, access controls, encryption,
records management protocols and secure premises. We store personal
information in both physical and electronic form, sometimes with the
assistance of third parties such as specialist data hosting providers or
6. ACCESS TO YOUR PERSONAL INFORMATION
6.1 Access to Personal Information
We will provide you with access to the information held by us in relation
to you, except in circumstances where refusing you access is permitted or
authorised by law.
6.2 Request for Access
To request access to the information held by us about you, please do so in
writing using the contact details listed below. We will respond to your
request within a reasonable time after the request is made and provide you
your personal information in the manner requested by you, provided it is
reasonable and practicable to do so. We will advise you if we will not or
cannot provide you access, together with the reasons for denying you
We reserve the right to charge you for providing access to your personal
information. We will notify you of those costs prior to providing you
access to the information. We may require those costs to be paid prior to
providing you with access.
7. RESOLVING YOUR PRIVACY ISSUES
If you have a complaint about how we have used or disclosed your personal
information, or if we have not corrected or provided you access to your
personal information, then you may contact our support team and we will
endeavour to answer your query by telephone. If we are unable to resolve
the matter this way, we will provide you with a form to enable you to
notify us of the details of your complaint in writing, by email or by post.
Our contact details are provided below.
7.2 Our Response
Within 30 days of receipt of your complaint form, we will notify you in
writing as to what action we propose to take in relation to your complaint
and will provide you with details of what further action you can take if
you are not satisfied with our response. If you are not satisfied with the
manner in which we have dealt with your complaint, you may contact the
Office of the Australian Information Commissioner.
8. CONTACTING US
If you wish to contact us, please contact our Support Team:
Telephone: 0420 522 668
Post: Att: Support Team
Marston Living Pty Ltd
Address: Suite 201A, 24 Thomas St Chatswood NSW 2067
Last Revised 23 May 2018