A styled room with a rug laid across a timber floor

EC Carpets Pty Ltd — Privacy Policy

Our commitment to privacy

EC Carpets Pty Ltd ACN 633 900 795, our subsidiaries and affiliates in Australia (we, our and us) are committed to managing personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) (Privacy Act) and in accordance with other applicable privacy laws.

This document sets out our policies for managing your personal information and it is referred to as our Privacy Policy.

In this Privacy Policy, you refers to any individual about whom we collect personal information.

In the unlikely event of an “eligible” data breach, we will comply with our obligation to notify the Office of the Australian Information Commissioner.

About us

We are an Australian based rug and carpet manufacturing business.

We design, manufacture and offer for sale a range of rugs and carpet products.

Please contact us for a full list of the companies in our group and which are subject to this Privacy Policy.

What information do we collect about you?

Customers and prospective customers

When you enquire about our products or when you become a customer of ours, a record is made which includes your personal information.

The type of personal information that we collect will vary depending on the circumstances of collection and what you request from us, but will typically include:

your name, e-mail, postal address and other contact details;
information about your employer or an organisation who you represent;
your professional details; and
any additional personal information you provide to us, or authorise us to collect, as part of your interaction with us.

Prospective employees or applicants

We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you.

We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated). Before offering you a position, we may collect additional details such as your tax file number and superannuation information and other information necessary to conduct background checks to determine your suitability for certain positions (for example, positions which involve working with our money).

Other individuals

We may collect personal information about other individuals who are not customers of ours. This includes:

individual service providers and contractors; and
other individuals who interact with us on a commercial basis.

The kinds of personal information we collect will depend on the capacity in which you are dealing with us. Generally, it would include your name, contact details, and information regarding our interactions and transactions with you.

You can always decline to give us any personal information we ask for, but that may mean we cannot provide you with some or all of the services or products or information that you have requested. If you have any concerns about personal information we have requested, please let us know.

Visitors to our websites

The way in which we handle the personal information of visitors to our websites is discussed below.

How and why do we collect and use your personal information?

We collect personal information reasonably necessary to carry out our business, to assess and manage our customers’ needs, and provide services and supply products. We may also collect information to fulfil administrative functions associated with these things, for example billing, entering into contracts with you and/or third parties and managing customer relationships.

The purposes for which we usually collect and use personal information depends on the nature of your interaction with us, but may include:

responding to requests for information and other general inquiries;
researching, developing and expanding our products and services;
informing you of our products;
recruitment processes (including for volunteers, internships and work experience); and
responding to enquiries and complaints.

We generally collect personal information directly from you. We may collect and update your personal information over the phone, by email, over the internet or social media, or in person. We may also collect personal information about you from other sources, for example:

affiliated and related companies; and
third-party suppliers and contractors who assist us to operate our business.

We also collect and use personal information for market research purposes and to innovate our products and the delivery of them.

How do we interact with you via the internet?

You may visit our websites (www.eccarpets.com.au; rugs.eccarpets.com.au ) without identifying yourself. If you identify yourself (for example, by providing your contact details in an enquiry), any personal information you provide us will be managed in accordance with this Privacy Policy.

Our websites use cookies and tracking pixels. A “cookie” is a small file stored on your computer’s browser, which assists in managing customised settings of the website and delivering content. We collect certain information such as your device type, browser type, IP address, pages you have accessed on our websites and on third-party websites.

A cookie banner will be displayed when you enter our websites informing you of our use of cookies and tracking pixels for analytics and advertising (including retargeting) and directing you to our Privacy Policy. At that point you may accept all, manage or decline non-essential cookies and pixels.

Tracking and advertising pixels fire only after you accept marketing cookies.

We may upload hashed customer emails to Meta and Google to build audiences. You can opt out of this at any time. We will keep pixel configuration to what is necessary.

You can also use the settings in your browser to control how your browser deals with cookies. However, in doing so, you may be unable to access certain pages or content on our websites.

You can change your cookie choices at any time when the pop up message comes up when you visit the websites.

Our websites use Google Analytics, Klaviyo and Mailchimp or equivalent platforms and applications together with advertising tags including hashed customer lists (that we use to compile advertising audiences).

Our websites also use Braintree as the payment processor. Data relating to payments may be stored on servers in the United States of America.

Our data and the data derived from the platforms and applications referred to above may be stored on servers in the United States of America.

Our websites may contain links to third-party websites. We are not responsible for the content or privacy practices of websites that are linked to our website.

Can you deal with us anonymously?

We will provide individuals with the opportunity to remain anonymous or using a pseudonym in your dealings with us where it is lawful and practicable (for example, when making a general enquiry). Generally, it is not practicable for us to deal with individuals anonymously or pseudonymously on an ongoing basis.

How do we hold information?

We store information in paper-based files or other electronic record keeping methods in secure databases (including trusted third-party storage providers based in Australia and overseas). Personal information may be collected in paper-based documents and converted to electronic form for use or storage (with the original paper-based documents either archived or securely destroyed). We take reasonable steps to protect your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure.

We maintain physical security over paper and electronic data stores, such as through locks and security systems at our premises. We also maintain computer and network security, for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to our computer systems.

Our websites encrypt data when in transit. Users of our websites are nevertheless encouraged to exercise care in sending personal information via the internet.

We take steps to destroy or de-identify information that we no longer require.

Do we use or disclose your personal information for direct marketing?

We may use or disclose your personal information for the purpose of informing you about our products, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us using the contact details below.

You may opt-out of receiving marketing material from us by clicking the link at the bottom of any marketing email.

If you opt-out of receiving marketing material from us, we may still contact you in relation to our ongoing relationship with you.

How do we use and disclose personal information?

For customers

The purposes for which we may use and disclose your personal information will depend on the products we are providing you.

Disclosure to contractors and other service providers

We may disclose information to third parties we engage in order to supply our products including contractors and service providers used for data processing, data analysis, customer satisfaction surveys, information technology services and support, website maintenance or development, printing, archiving, mail-outs, and market research.

Third parties to whom we have disclosed your personal information may contact you directly to let you know they have collected your personal information and to give you information about their privacy policies.

Use and disclosure for administration and management

We will also use and disclose personal information for a range of administrative, management and operational purposes. This includes:

administering billing and payments and debt recovery;
planning, managing, monitoring and evaluating our products;
quality improvement activities;
statistical analysis and reporting;
training staff, contractors and other workers;
risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives);
responding to enquiries and complaints regarding our products or services;
obtaining advice from consultants and other professional advisers; and
responding to subpoenas and other legal orders and obligations.

Other uses and disclosures

We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.

Do we disclose your personal information overseas?

We may work with customers, service providers, sponsors and commercial interests across the globe. It is likely that your personal information will be disclosed to overseas recipients.

Unless we have your consent, or an exception under the APPs applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to your personal information.

In circumstances where your information is disclosed to overseas recipients, those recipients are likely to be located in countries in the regions in which our service providers operate.

How can you access or seek correction of your personal information?

You are entitled to access your personal information held by us on request. To request access to your personal information please contact our privacy officer (Privacy Officer) using the contact details set out below.

You will not be charged for making a request to access your personal information but you may be charged for the reasonable time and expense incurred in compiling information in response to your request.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

However, if you consider any personal information we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading you are entitled to request correction of the information. After receiving a request from you, we will take reasonable steps to correct your information.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the APPs. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

What should you do if you have a complaint about the handling of your personal information?

You may contact us at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled.

You may make a complaint about privacy to the Privacy Officer at the contact details set out below.

The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week.

If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to your complaint, or you consider that we may have breached the APPs or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992 or by using the contact details on the OAIC website.

How changes are made to this privacy policy?

We may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.