At Auckland Glass, we take your privacy seriously. The purpose of this Privacy Statement is to inform you about our collection (including where personal information is collected from third parties), use and disclosure of any personal information that we may hold about you, including how we ensure the accuracy, integrity and security of such personal information.
This statement should be read in conjunction with, and forms part of, the agreement under which you engaged with us and the terms and conditions provided to you, including our website terms and conditions and our terms of trade.
Auckland Glass refers to Auckland Glass Holdings Limited, trading as Auckland Glass (the Company).
Personal information means any information about an identifiable individual. Common examples include your name and address, email address, and telephone number.
Within this Privacy Statement we explain how we manage your personal information when you interact with us by:
- requesting a quote, or using our glazing products and services;
- using our digital platforms (“Digital Platforms”), which include our website and the various ways we interact with you online;
- applying for employment or to contract with us;
- applying for a trade or credit account with us;
- responding to competitions, surveys, promotions or requests for reviews and feedback;
- visiting our premises, or having our team attend your home or site; and
- interacting or communicating with us in any other way, for example by phone, text message, email or online media.
Auckland Glass manages the personal information it holds about you in accordance with its obligations under relevant laws and regulations, including the New Zealand Privacy Act 2020 and any applicable codes of practice.
This Privacy Statement may be updated periodically. If we make any changes, then we will tell you about them by posting an updated Privacy Statement on our website. The latest version and publication date will always be clearly marked. Any changes will take effect from the date we update and post the amended Privacy Statement.
Collecting Personal Information
We will only collect personal information for a lawful purpose, in ways that are fair, reasonable and not unreasonably intrusive, and only where the personal information is necessary for that purpose. Personal information may be collected directly from you or, where permitted by law, indirectly from third parties.
When you provide personal information to us, we will collect, use, store and disclose that information in accordance with this Privacy Statement and the New Zealand Privacy Act 2020, together with any applicable regulations and codes of practice (“Applicable Privacy Law”).
You may choose not to provide personal information to us. However, if you do not provide the personal information requested, we may not be able to:
- prepare a quotation, or provide or continue to provide products or services to you;
- attend your property to measure, install, repair or replace glazing;
- process your trade or credit account application;
- process your employment or contracting application; or
- provide access to some or all of our Digital Platforms.
If you do not want us to collect or use your personal information as outlined in this Privacy Statement, please contact us to discuss how we might assist.
Lawful basis for collecting and processing
Unless explicitly advised, you are not legally required to provide us with your personal information. However, certain personal information may be required so that we can deal with you effectively as a customer, supplier, contractor, applicant or other stakeholder in an efficient and effective manner.
Where we collect personal information, we do so in accordance with Applicable Privacy Law and only where the collection is necessary for a lawful and legitimate business purpose in accordance with this Privacy Statement.
How and when we might collect personal information
We collect personal information in different ways, but most of the personal information we collect will be directly from you in circumstances where you voluntarily provide it, such as on or around the time you contact us or purchase a product or service from us. This may include when you:
- request a quotation or book a job;
- open a customer, trade or credit account;
- apply for employment with us;
- visit our premises, or talk to us face to face at your home or site;
- phone us, including our 24 hour emergency line. We use call tracking and may monitor or record your calls for quality control, training and service improvement purposes, and will let you know when we do at the time of the call;
- write to us, for example by letter, email, text message, or by following or participating in our social media;
- request, receive or use our products or services;
- complete one of our forms, such as an enquiry, quote request, credit application, competition or survey form;
- use our Digital Platforms;
- subscribe to any update services we currently provide or may provide in the future; or
- participate in our promotions and competitions.
We may also collect personal information about how you use third party websites containing our content. You can learn more about how we collect this personal information in Digital Platforms, Cookies and Analytics below.
We may also obtain your personal information from public sources.
We may take photographs and measurements of the glazing and immediate surrounds at a property in order to prepare a quotation, complete an installation, verify workmanship, and support any warranty or insurance claim. Where those images incidentally include personal information, we handle them in accordance with this Privacy Statement.
We may use camera surveillance at our premises. Unless otherwise specified, audio recordings are not made as part of the footage. Covert use of camera surveillance systems may be considered only in circumstances where the law permits it.
Collection from third parties
In addition to collecting personal information directly from you, we may collect personal information about you from third parties where this is permitted by law, including:
- credit reporting agencies;
- insurers, loss adjusters and claims managers, where your glazing work is the subject of an insurance claim;
- property owners, tenants, property managers, builders, architects and main contractors, where they arrange work at a property on your behalf or you are the occupier of a property where we are engaged to work;
- government agencies, such as for identity, work entitlement or compliance checks;
- service providers;
- publicly available sources, including public registers and online sources; and
- third parties you authorise to provide personal information to us.
Where we collect personal information from someone other than you, we will take reasonable steps to ensure that, either before or as soon as reasonably practicable after collection, you are made aware of the matters required under Applicable Privacy Law unless an exception applies.
What personal information might we collect?
The personal information we collect will depend on the nature of your interaction with us. Not all personal information will be collected in every case, but the types of personal information we collect may include:
- your name;
- the address of the property at which work is to be carried out, and your postal address if different;
- email address;
- telephone number;
- your image, only via CCTV where operating, or via photographs taken of a job site;
- credit history or other financial details, where you apply for a trade or credit account;
- insurance policy and claim details, where your job is the subject of a claim;
- details of the products and services you have requested or received from us, including job history; and
- records of conversations, including call recordings.
We may also use automatic data collection technologies such as browser cookies to collect information about how our systems are being used. For more information, please refer to the Digital Platforms, Cookies and Analytics section below.
Use and Disclosure of Personal Information
For what purpose is my personal information being collected?
We may use your personal information:
- to prepare quotations and to enable us to provide the products and services you have requested;
- to schedule and carry out site visits, measures, installations and repairs, including emergency call-outs;
- to invoice you and, where applicable, to assess and manage credit;
- to administer warranties and to respond to any workmanship or product issue;
- to evaluate employment and contracting applications;
- to improve our website, our advertising and our services;
- to respond to communications from you, including enquiries and complaints;
- to conduct research, statistical analysis and service improvements; and
- as otherwise permitted or required by applicable law.
We may contact you for service messages, including to confirm appointments and to follow up on completed work. If you wish to stop or change the channel in which we contact you, please contact us.
Who might your personal information be disclosed to?
Depending on the product or service we provide to you, we may disclose your personal information to third parties located in New Zealand and, in the case of certain technology and marketing service providers, overseas, or as required by law.
Where personal information is disclosed overseas, we take steps to ensure that the overseas recipient is required to protect the personal information in a manner consistent with the requirements of Applicable Privacy Law in New Zealand, including through contractual protections or other permitted safeguards. Where we disclose personal information to overseas recipients, those recipients are likely to be located in countries where our service providers operate. If it is not practicable to specify the countries in a particular case, we will take reasonable steps to ensure the overseas recipient handles personal information in accordance with applicable privacy laws.
Third parties we may disclose your personal information to include:
- glass suppliers, manufacturers, fabricators and installers, and subcontractors engaged to carry out or complete your job;
- insurers, loss adjusters and claims managers, where your job is the subject of an insurance claim;
- property owners, property managers, builders and main contractors, where they have arranged the work or hold responsibility for the property;
- our technology, marketing, advertising and analytics service providers;
- professional advisers, auditors, regulators and government agencies;
- financial institutions, insurance providers and debt collection agencies;
- credit reporting agencies, as required to provide you with products and services; and
- if you have been referred to us, the person who made the referral.
We will not share your personal information with third parties unless one of the following conditions or reasons applies:
- the disclosure is required to fulfil any of the purposes of collection set out in this Privacy Statement;
- for legal purposes. We may transfer your personal information to third parties or government authorities as required or permitted by applicable law or regulation; or
- further disclosures. We reserve the right to disclose any personal information if we reasonably believe that such action is necessary to protect or defend the legal rights or property of Auckland Glass, our Digital Platforms and the users of them, or in an emergency to protect the health and safety of the users of our Digital Platforms or the general public.
Use of AI
The following statements provide details of our use of AI tools:
- We may use artificial intelligence (“AI”) tools provided by third party vendors to assist with certain business functions, including the creation of marketing content such as copy, images and videos.
- We do not use your personal information to train any AI tools.
- All AI-generated marketing content is reviewed and approved before use.
- Where AI has been used for marketing purposes this will be clearly disclosed.
Security
How do we secure your personal information?
We ensure there are reasonable security safeguards in place to prevent loss, misuse, unauthorised access, modification, disclosure or other misuse of your personal information.
Personal information may only be accessed by Auckland Glass employees, contractors, professional advisers, authorised third parties and other service providers on a need-to-know basis, for the purposes for which the personal information has been collected and only in support of legitimate purposes.
We will use all reasonable endeavours when selecting and engaging third parties to whom we will disclose your personal information to ensure that they meet the privacy standards required by Applicable Privacy Law.
We also take reasonable precautions to protect your personal information, including regularly assessing and addressing risks of misuse, interference, loss and unauthorised access, and conducting regular reviews of our security measures.
Retention of your Personal Information
How long is personal information retained?
We retain personal information for as long as necessary to fulfil the purposes for which it was collected, including legal, regulatory, tax and accounting obligations, and for the period during which a warranty on our workmanship or the products we have installed may be claimed. Retention periods vary depending on the data type and are reviewed regularly.
If you believe we no longer have the right to retain your personal information, please contact us and we will assess your request.
Access and Correction of your Personal Information
How do I access my personal information?
You have the right to:
- request confirmation of whether we hold personal information about you;
- request access to that information;
- request correction of any personal information that you believe is inaccurate, out of date, incomplete or misleading; and
- request deletion of your personal information.
These rights apply regardless of whether the information was collected directly from you or from a third party.
We will respond to requests for access to personal information as soon as reasonably practicable, and in any event within the timeframe required by the Privacy Act 2020. We will make all reasonable attempts to provide the personal information in the format requested by you, failing which we will offer it in a format that we consider should be acceptable. To make a request, please contact us.
How can I correct my personal information?
If you believe we hold incorrect personal information about you, you can ask us to correct this by providing the details you believe are incorrect and any new information you would like recorded in its place. Please contact us if you would like to request a correction.
Digital Platforms, Cookies and Analytics
Linked sites
Our Digital Platforms may contain links to other websites that are not controlled or maintained by Auckland Glass, including the websites of suppliers, manufacturers, industry bodies and review platforms. We are not responsible for the privacy practices employed by these other websites.
Social media features may be hosted by a third party or by us on our Digital Platforms. If you use the social media features, the privacy policies of the applicable social media providers will apply to that use. We are not responsible for the actions of any social media providers, or any loss incurred as a result of using the social media features.
Cookies
When you use our Digital Platforms, we may collect and use personal information about you through cookies and similar technologies. The collection of personal information may be facilitated by our Digital Platforms directly, through the use of cookies, or by using external third party services including Google Analytics, Google Ads and Meta.
Below are examples of the personal information we may collect:
- your activity on our Digital Platforms, including pages visited and actions taken;
- information about your device, browser, operating system and IP address; and
- information gathered through cookies, digital tracking tools and location data.
Cookies and identifying information are an important way we interact with your internet browser. We use them to:
- give you better and more customised services;
- improve our website and advertise more effectively, including showing you our advertising on other websites and platforms you visit; and
- present more relevant information and advertising to you.
We may provide our analysis and certain non-personal information to potential partners, advertisers, who may use this information to provide advertisements or other information tailored to your interests, or other third parties, but we will not disclose any personal information except as provided in this Privacy Statement.
You have the option of deciding whether or not to accept a cookie by resetting your browser to notify you whenever a cookie is being sent to your device. You may also delete a cookie manually. Please note, however, that some parts of our Digital Platforms may not function properly or may be considerably slower if you refuse to accept a cookie or choose to disable your cookie settings.
What analytics is occurring?
We may use analytics to monitor performance and improve user experience on our Digital Platforms.
Analytics is about understanding how our Digital Platforms are used, including when, how and by which type of customer. We may use third party software and services to measure the performance of our platforms and of third party websites that carry Auckland Glass content.
We may use this information for various reasons, for example to:
- analyse collective user behaviour, drawn from user statistics such as the number of page views, number of unique visitors, time spent on the site, time of visits and types of devices used;
- measure the performance of our advertising, including which advertisements and search terms lead to enquiries, quote requests and telephone calls. We use call tracking for this purpose, which may assign a unique telephone number to your session and record the details of your call; and
- monitor how our Digital Platforms perform, identify issues and proactively improve your customer experience.
How to contact us about privacy
If you have questions or comments about this Privacy Statement, or if you wish to make a complaint or exercise your rights under the New Zealand Privacy Act 2020, including access or correction, please contact our Privacy Officer using the details below.
Auckland Glass Privacy Officer
Email:
Address: 4 Southdown Lane, Auckland 1061, New Zealand
Telephone: 0800 804 804
Complaints
Please contact our Privacy Officer using the details above. We may ask you to put your complaint in writing and to provide relevant details. We will respond to your complaint in a reasonable period of time, usually within 20 working days. You also have the right to complain to the Office of the Privacy Commissioner at https://www.privacy.org.nz or by telephone on 0800 803 909.
