1. Who we are and how to contact us

Makswide Pty Ltd (ABN 75 632 742 575), trading as WeissenBlu Assistive (“WeissenBlu”, “we”, “us” or “our”), is committed to protecting the privacy of personal information provided to us or collected by us when you interact with us.

If you have a question about privacy, wish to request access to or correction of your personal information, or wish to make a privacy complaint, please contact us.

2. Key definitions

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Sensitive information is a category of personal information that receives additional protection under Australian privacy law and includes health information.

3. The information we collect

The types of personal information we may collect include:

• Identity information: your name and, where reasonably relevant, your age range or date of birth.
• Contact information: your phone number, email address and postal address.
• Organisation information: your organisation or provider name, role or job title, where provided.
• Enquiry and support information: the content of your enquiry, correspondence, notes and communications with you.
• Information about another person: information provided where you enquire on behalf of a family member, client, resident, participant, patient or another person.
• Transaction and service information: trial, rental or purchase records, delivery details, invoices, payment records and service history, where applicable.
• Technical and website information: IP address, browser and device information, website usage information, cookies and analytics information, where used.
• Marketing preferences: your preferences for receiving marketing or other communications, where you have chosen to provide them.

4. Sensitive information

Some enquiries may include limited health or care-related information relevant to product suitability, a supported trial, service planning or customer support. Please provide only the information reasonably necessary for us to respond to your enquiry.

We only collect sensitive information where it is reasonably necessary for our functions or activities and:

• you have provided your consent;
• the collection is required or authorised by law; or
• another exception permitted under Australian privacy law applies.

Sensitive information may include health or care-related information that you choose to provide in connection with a product enquiry, supported trial, installation, rental, purchase or customer support request.

If you provide personal or sensitive information about another person, you confirm that you have their consent or another lawful authority to provide that information to us.

5. How we collect personal information

We may collect personal information when you:

• contact us through our website, by email, by phone or in person;
• request product information, a consultation, quotation, demonstration, supported trial or customer support;
• enter into a trial, rental, purchase or service arrangement with us;
• subscribe to communications or provide marketing preferences; or
• interact with our website, cookies, security services or analytics tools.

We may also collect personal information from an authorised family member, carer, representative, allied health professional, Support Coordinator, Plan Manager, provider, facility or another person involved in arranging or supporting an enquiry, trial, rental, purchase or service.

6. Why we collect, hold, use and disclose personal information

We collect, hold, use and disclose personal information to:

• respond to enquiries and communicate with you;
• provide product information and discuss suitability, supported trials, rentals, purchases and support;
• arrange demonstrations, consultations, installations, training, delivery and customer support;
• manage customer accounts, records, invoicing, billing and payments;
• communicate with authorised representatives, providers and support contacts;
• maintain business records and improve our products, services and customer experience;
• operate, protect and improve our website;
• send marketing communications where you have consented or where otherwise permitted by law, with an option to unsubscribe;
• manage complaints, disputes, insurance matters and legal claims; and
• comply with legal, regulatory, accounting and reporting obligations.

7. Disclosure to third parties

We may disclose personal information where reasonably necessary for the purpose for which it was collected, where you have authorised us to do so, or where the disclosure is required or permitted by law.

This may include disclosure to:

• your nominated family members, carers, representatives or support contacts;
• allied health professionals, providers or facilities involved in your care or enquiry, where relevant and authorised;
• Plan Managers, funding bodies, payors or the NDIA, where applicable and authorised;
• our employees, contractors, service partners and authorised representatives;
• website hosting, email, customer relationship management, cloud storage, IT, security, form-processing and analytics providers;
• delivery, installation, logistics and service providers;
• payment processors and financial service providers;
• lawyers, accountants, insurers, brokers and other professional advisers;
• regulators, courts, tribunals, law enforcement agencies or government authorities where required or authorised by law; and
• a party involved in a proposed or completed sale, merger, restructuring or transfer of our business or assets, subject to appropriate confidentiality arrangements.

Where payments are processed by an external payment provider, we do not ordinarily store complete payment card details.

8. hCaptcha website security

We use hCaptcha to protect our website and online forms from spam, automated submissions, fraud and misuse.

When you access or submit a form protected by hCaptcha, hCaptcha may process technical and interaction information such as your IP address, browser and device information, access time and interactions with the hCaptcha service.

hCaptcha may process information outside Australia. Its handling of information is governed by the hCaptcha Privacy Policy and Terms of Service.

9. Cookies, analytics and similar technologies

We may use cookies and similar technologies to operate and protect our website, remember website settings, understand general website usage and measure the effectiveness of our communications or advertising.

These technologies may collect information such as your IP address, device and browser information, pages visited, referral source and website interactions.

You can manage or block cookies through your browser settings. Blocking essential cookies or security technologies may affect the operation of some website functions or online forms.

We do not intentionally provide health or care-related information entered into an enquiry form to third-party advertising platforms for behavioural advertising.

10. Overseas processing and disclosure

We generally manage personal information using business systems and service providers selected to support our Australian operations. Some service providers may store, process or access personal information outside Australia, including in the United States and other countries in which those providers or their service providers operate.

Where we disclose personal information outside Australia, we take reasonable steps appropriate to the circumstances to ensure that the information is handled in accordance with applicable Australian privacy requirements.

11. Your rights and choices

Choice: You are not required to provide personal information to us. However, if you do not provide information reasonably required for an enquiry or service, we may be unable to respond or provide the requested assistance.

Direct marketing: You may unsubscribe from marketing communications at any time by using the unsubscribe option provided or by contacting us.

Access and correction: You may request access to, or correction of, personal information we hold about you by contacting us using the details in section 1. We may need to verify your identity before processing your request.

In some circumstances, Australian law may permit us to refuse access or correction. If this occurs, we will explain the reason where required and provide information about how you may make a complaint.

Privacy complaints: If you have a concern or complaint about how we have handled your personal information, please contact us. We will review the matter and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

12. Storage, retention and security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Although no online transmission or storage system can be guaranteed to be completely secure, we use reasonable technical, administrative and organisational measures appropriate to the information we hold.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required for legal, accounting, insurance, dispute management or regulatory purposes.

When personal information is no longer required and we are not legally required to retain it, we take reasonable steps to securely destroy or de-identify it.

13. Links and third-party services

Our website may contain links to, or embedded content provided by, third-party websites and services. Those third parties may collect information directly from you and handle it under their own privacy policies.

We are not responsible for the privacy practices or content of third-party websites and services.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, technologies, legal obligations or business operations.

The current version will be published on our website with the date it was last updated.

15. Contact us