1. Introduction

At Arts Centre Melbourne, we understand that your privacy is important.

This document sets out how we protect your privacy and manage your personal information. It applies to all people who deal with us, other than our employees.

We encourage you to check this Privacy Statement on our website regularly, as this Privacy Statement may change from time to time.

2. Some Useful Definitions

In this Privacy Statement:

3. Collection of Your Personal Information

3.1 What kind of personal information do we collect and hold?

The amount and type of personal information we collect from you and hold about you will vary depending on the different ways in which you deal with us.

If you are a Visitor, the personal information that we hold about you may include:

• your name, address, contact details
• your gender and date of birth
• your image
• records of our interactions with you such as system notes, feedback that you have provided to us and records of conversations you have had with our employees
• information about transactions that you have made with us or our authorised ticketing agents, including the Events you have attended or booked tickets to attend
• your opt-in preference to receive communication from Presenter(s) of Events that you have attended or booked tickets to attend
• your billing details

If you are a volunteer, the personal information we hold about you may include:

• your name, address, contact details
• your gender and date of birth
• your image
• Events for which you have volunteered
• your tax file number and other identifiers used by Government agencies or other organisations to identify you
• information from police checks, working with children checks (or similar), and information about your right to work in Australia
• records relating to your volunteer work with us

If you are a member, supporter, donor or a corporate partner, or are connected with us through our fundraising, marketing or schools and community programs, the personal information we hold about you may include:

• your name, address, contact details
• your image
• records relating to your connection with us, in whatever capacity
• details of the donations, bequests and contributions you have made to us
• Events you have participated in
• publications and services you have received from us
• your billing details

If you use our websites or engage with us on social media, the personal information we hold about you may include:

• your name, address, contact details
• any details you provide to us through your use of our website or social media – for example, if you register to be on our mailing list or use the website to send us messages or comments
• any details you provide to us as part of a payment or donation process

If you do not fall into one of these categories, we generally do not hold information about you.

3.2 Do we collect sensitive information?

We understand that protecting your privacy in relation to health and sensitive information is particularly important.

To provide our services or to respond to inquiries about our services, we may be required to collect and hold your sensitive information including health and medical information and information relating to any disability, accessibility or companion card program requirements.

We may also collect health and sensitive information relating to volunteers and job applicants as part of the recruitment process or in the event that a volunteer or job applicant is injured while performing their role.

We will limit the collection of sensitive information to the minimum amount required in the circumstances.

3.3 How do we collect personal information?

We may collect personal information from you in a range of ways including:

• when you visit us or attend our venues or Events
• when you purchase tickets from us or our authorised ticketing agents, such as Ticketmaster or our authorised presenting partners (but not if you purchase tickets from an unauthorised ticketing agent or reseller)
• when you are the recipient of a gift voucher purchased from us
• when you apply to become a member of Arts Centre Melbourne
• when you contact us in person, by phone, via mail, email or online (or when we contact you through any means)
• when you donate to us or participate in any of our fundraising activities
• when you subscribe to our newsletters and mailing lists
• through our direct marketing activities

If you purchase tickets through an unauthorised ticket agent or reseller, we will hold no personal information relating to this transaction and may not be able to provide you with any assistance in relation to your booking.

Where possible, we will collect your personal information directly from you. However, there may be circumstances in which we need to collect your information from other people or organisations. For example, if you have purchased tickets as a group, we may collect information about you from the person making the booking. Or, if you have purchased tickets from one of our ticketing agents (including Ticketmaster or presenting partners), we may collect information about you from them.

Personal information collected by authorised ticketing agents is used by Arts Centre Melbourne for internal research purposes. We will only contact you in relation to your transaction or if you have opt-in to receive further communication from us.

If we collect personal information about you from a third party and it is unclear whether you have consented to us contacting you for marketing purposes, we will give you the opportunity to “opt out” of receiving marketing communications from us.

If you have provided us with information about another person, then you need to tell that other person that you have done so, that they have a right to access their information and that they can refer to the Privacy Statement for information on how Arts Centre Melbourne will handle their personal information.

3.4 If you do not provide us with your personal information

If you do not provide us with the personal information we reasonably request, we may be unable to provide you with the services that you are requesting.

For example, if you don’t provide us with your contact details when:

• purchasing a ticket to an Arts Centre Melbourne event – we will be unable to notify you of any changes or cancellations to the event or replace your tickets if they are lost / stolen
• applying for an Arts Centre Melbourne membership – we won’t be able to process your application or send you information about the benefits of our membership program
• entering into a competition run by Arts Centre Melbourne – we won’t be able to process your entry or notify you if you win a prize

4. Use of Your Personal Information

4.1 How do we use your personal information?

The purposes we use your information for depends on how you deal with Arts Centre Melbourne.

If you are a Visitor, we may use your information to:

• provide you with information about our Events, programs and services
• administer our events, programs and services
• process payments
• answer your inquiries and deliver customer service to you
• conduct quality assurance activities
• carry out internal functions including administration, training, accounting, audit and information management
• respond and/or resolve feedback provided by you
• comply with laws and regulations including reporting to funding and government agencies
• send you information about our Events, programs, fundraising appeals and donor activities
• conduct surveys, market research and analysis
• invite you to participate in research projects and activities
• encourage further involvement with Arts Centre Melbourne, to seek and process donations, and for direct marketing
• provide Event Presenters(s) with internal analytics and research of audiences to their events.
• advise Event Presenter(s) of your preference to receive further communication from them.

If you are a volunteer, we may use your information:

• to process your volunteering application and to manage your activities with us
• carry out internal functions including administration, training , accounting, audit and information technology
• resolve complaints
• comply with laws and regulations and to report to funding and government agencies
• send you information about Arts Centre Melbourne, our Events, programs and services
• send you information about other volunteering opportunities
• send you information about our Events, programs, fundraising appeals and donor activities
• conduct surveys, market research and analysis
• invite you to participate in research projects and activities
• encourage further involvement with Arts Centre Melbourne, to seek and process donations, and for direct marketing

If you are a member, supporter or donor, or a corporate partner, or are connected with us through our fundraising, research, marketing or schools and community programs we may use your information to:

• process your membership application and manage your membership, as applicable
• process donations and payments
• manage our relationship with you including (if applicable) to provide services to you
• answer your inquiries
• conduct quality assurance activities
• carry out internal functions including administration, training , accounting, audit and information technology
• respond and/or resolve feedback provided by you
• comply with laws and regulations including reporting to applicable government agencies
• send you information about our organisation, services and supports
• send you information about our Events, programs, fundraising appeals and donor activities
• conduct surveys, market research and analysis
• invite you to participate in research projects and activities
• encourage further involvement with Arts Centre Melbourne, to seek and process donations, and for direct marketing

If you use our websites or social media we may use your information to:

• personalise your online experience or to enable remarketing functionality
• answer your inquiries
• process donations and payments
• provide you with the goods and services you have asked us for
• respond and/or resolve feedback provided by you
• conduct surveys, market research and analysis

We may use your personal information for the purposes we collect it for. We may also use it for purposes related to the purpose of collection where you would reasonably expect us to. For example, if we have collected your personal information in connection with one fundraising appeal, we may use that information to contact you about future appeals.

If you are filmed or photographed while attending an Event or program at Arts Centre Melbourne or while using Arts Centre Melbourne’s services, we may reproduce and publish your image on future marketing or publicity materials, in accordance with our Conditions of Entry or any other consent or release we have obtained from you (or your parent or guardian if you are under 18 years of age).

4.2 Direct marketing and supporter communications

When you create an account with us, including through our website, or when you otherwise provide us with your contact details, we will ask you whether you wish to receive information relating to us and to events that we think may be of interest to you. Where you agree to us doing so, we may use your personal information to provide you with information relating to us and to events that we think may be of interest to you.

Where we use your personal information to send you marketing material and supporter communications by post, email or telephone, we will provide you with an opportunity to opt-out of receiving such information. By electing not to opt-out, we will assume we have your consent to receive similar information and communications in the future. We will always ensure that our opt-out notices are clear, conspicuous and easy to activate.

If you do not wish to receive marketing information from us, please let us know by updating your details online through our website, at our Box Office or Information Desk, or by contacting us using the details at the end of this Privacy Statement.

4.3 Who does Arts Centre Melbourne disclose your personal information to?

In order to operate an efficient and collaborative business and to enable us to carry out our activities and provide our events, programs and services, we may be required to disclose your personal information to third parties. This may include disclosure in the following circumstances:

Where you have attended or have booked tickets to attend an Event at Arts Centre Melbourne – to the people involved in presenting that Event, including the Presenter(s) of the Event, venue (if not at Arts Centre Melbourne) or the artistic company staging the Event.

People engaged by us or acting on our behalf in relation to our business, such as our ticketing agents and other service providers/suppliers. Suppliers are required to handle your personal information in accordance with this Privacy Statement.

Our website, cookies and social media service providers, such as Google or Facebook, to enable them to configure or personalise our websites, pages and platforms.

Government and regulatory bodies, including Creative Victoria and the Australian Taxation Office.

Lawyers, auditors, banks and other advisors appointed by us or acting on our behalf.

Where disclosure is required by law, including where required to the police or to comply with compulsory notices from courts of law, tribunals or government agencies.

We take reasonable steps to make sure that these organisations will protect the privacy of your personal information, in accordance with this Privacy Statement.

Personal information may be disclosed at any point in time after it has been obtained by us.

If you wish to opt out of receiving communication from a third party that we have disclosed your personal information to, you must contact the third party directly.

We will not sell your personal information.

4.4 Will my personal information be transferred offshore?

Our technology infrastructure may make use of cloud infrastructure or servers located outside Australia. Apart from this, we do not typically transfer personal information offshore.

If we transfer information offshore, we will only do so with your consent or otherwise in accordance with applicable privacy laws. We will require that the recipient of the information complies with privacy laws and contractual obligations to maintain the security of the data.

4.5 How do we store personal information and for how long?

We take all reasonable steps to ensure that your personal information is securely stored and protected. These steps include password protection for accessing our electronic IT systems, securing paper files in locked cabinets and physical access restrictions to buildings where information is held. In addition, access to your personal information is restricted to those properly authorised to have access.

Unfortunately, there are inherent risks in the management of personal information and we cannot and do not guarantee that unauthorised access to your personal information will not occur.

We keep your personal information for as long as it is needed for the purposes for which it was collected and to comply with legal requirements.

When personal information we hold is no longer needed for any purpose, including legal purposes, we will take reasonable steps to destroy or alter that information so that it no longer identifies you.

5. Accessing and Correcting Your Personal Information

5.1 How do I keep my personal information up to date?

We depend largely on you to provide us with accurate personal information. If changes to your information are required, please let us know by contacting us.

5.2 Can I access my personal information?

You can ask us for access to the information that we hold about you at any time. Simply contact us (our contact details are listed below) to make your request. For security reasons, we may ask you to put your request in writing.

We will not typically charge you to access your personal information unless you are requesting a large number of documents, in which case we may charge a fee to reflect the cost to us of accessing and compiling or copying the documents.

Generally (but subject to applicable privacy laws), we will give you full access to your personal information within a reasonable time and in the manner requested by you. However, there may be some circumstances when this is not possible, including where:

• we no longer hold or use the information
• providing access would have an unreasonable impact on the privacy of others
• the request is frivolous or vexatious
• providing access would be unlawful

If we do not provide you with access to all of your personal information, we will tell you the reason why we have not done so.

6. Your Privacy Online

6.1 Online data collection and use

When you access the any websites or online forms operated by Arts Centre Melbourne, anonymous technical information may be collected about user activities on the website. This may include information such as the type of browser used to access the website and the pages visited.

This information is used by Arts Centre Melbourne to make decisions about maintaining and improving our websites and online services. This information remains anonymous and is not linked in any way to personal identification details.

6.2 Cookies

A cookie is a small text file placed on your computer by a web server when you access a website. Cookies in themselves do not identify the individual user, just the computer used. Like many websites, Arts Centre Melbourne’s websites may use cookies for various reasons, including to recognise a computer which has previously visited our websites and customise our websites according to previous preferences and site behaviour.

You can choose if and how a cookie will be accepted by configuring your preferences and options in your web browser. For example, you can set your browser to notify you when you receive a cookie or to reject cookies. However, if you decide not to accept cookies, then you make not be able to gain access to all the content and functionality of our websites.

6.3 How we handle email and ‘Contact Us’ messages

We may keep the content of any email, or ‘Contact Us’ or other electronic message or form that we receive. The message content may be monitored by our service providers or employees for purposes including trouble shooting, compliance, auditing and maintenance, or where email abuse is suspected. Personal information will be handled in accordance with this Privacy Statement.

6.4 How we deal with your personal information if you apply for a job with us

If you apply for a job with us, you may be required to provide us with personal information such as your name, employment and educational background, as well as other personal information which we may require you to provide, or which you choose to provide us, in relation to your job application.

We will hold, use and disclose that information solely for the purpose of considering your application. In considering your application, we may collect personal information about you from any third parties that you nominate as your referees in your application.

7. Contact Us

If you have any questions in relation to privacy, please contact us at privacy@artscentremelbourne.com.au.

You can also seek further information and advice from the Commissioner for Privacy and Data Protection by calling 1300 666 444.