Privacy Policy for SOLVi Pty Ltd

SOLVi Pty Ltd ABN 16 658 861 182 (referred to in this Privacy Policy as SOLVi, we, us or our) respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you interact with us, including through our website, online enquiry forms, consultations, client intake processes, social media channels and related services.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and any other privacy laws that apply to our handling of your information.

This Privacy Policy applies to personal information we collect about:

• website visitors;
• prospective clients;
• clients;
• referrers and business contacts;
• job applicants; and
• other individuals who interact with us.

The personal information we collect depends on how you interact with us and the services you ask us to provide.

3.1 General personal information

We may collect:

• your name;
• date of birth;
• contact details, including email address, phone number and residential or postal address;
• nationality and citizenship details;
• passport and identity document details;
• visa and immigration status information;
• travel history;
• employment, education and qualification information;
• family and relationship information where relevant to your immigration matter;
• billing and payment information;
• records of your communications with us;
• information you provide through our website, forms, bookings or consultations; and
• technical information about how you use our website and online services.

3.2 Sensitive information

Because we are an immigration law practice, we may collect sensitive information where reasonably necessary for our services and permitted by law. This may include:

• health or medical information relevant to a visa or migration matter;
• criminal history information;
• biometric or identity verification information where required for an application or legal process;
• information about racial or ethnic origin, where relevant to your matter or required by law;
• information about membership of a professional or trade association where relevant to your matter; and
• other sensitive information you choose to provide to us or authorise us to collect.

We will only collect sensitive information with your consent or where otherwise permitted or required by law.

We may collect personal information:

• directly from you when you contact us, book a consultation, complete an enquiry or intake form, engage us, subscribe to updates, or otherwise communicate with us;
• when you use our website or interact with our online content;
• from third parties you authorise us to deal with, such as family members, employers, agents, interpreters or referrers;
• from government agencies, tribunals, courts or regulatory bodies where relevant to your matter;
• from service providers who help us operate our practice;
• from publicly available sources where relevant to your matter; and
• from recruitment processes if you apply for a role with us.

If you give us personal information about another person, you should ensure you are authorised to do so.

We may collect, hold, use and disclose personal information for purposes including:

• assessing whether we can assist with your immigration or legal matter;
• providing legal services, migration-related services and client support;
• verifying your identity and instructions;
• preparing, managing and progressing applications, advice, submissions and related legal work;
• communicating with you about your matter;
• billing, payment processing and account administration;
• complying with legal, regulatory, professional and risk management obligations;
• maintaining file records and internal administration;
• improving our website, systems and service delivery;
• responding to enquiries and feedback;
• sending service-related communications; and
• sending marketing communications where permitted by law and where you have not opted out.

If you do not provide information we reasonably need, we may be unable to assess your enquiry, provide services, act on your instructions, or progress your matter.

We may disclose personal information to:

• our employees, contractors and related entities;
• barristers, consultants, interpreters, translators and other professional service providers involved in your matter;
• information technology providers, cloud storage providers, software providers and other business service providers;
• payment processors and administrative service providers;
• government departments, visa authorities, tribunals, courts, regulators and law enforcement bodies;
• your authorised representatives or other parties you instruct us to deal with; and
• other third parties where disclosure is permitted or required by law.

We do not sell personal information.

Because we operate online and serve clients internationally, and because some of our service providers are based overseas or use overseas infrastructure, we may disclose or store personal information outside Australia.

This may include disclosures to recipients or service providers located in countries such as:

• the United States;
• the United Kingdom;
• member states of the European Union; and
• other countries relevant to your immigration matter or the operation of our service providers.

For example, overseas disclosure may occur where:

• you are located outside Australia;
• your immigration matter involves overseas parties or documents;
• we use cloud-based practice management, communications, document storage, analytics or payment platforms; or
• a third party service provider stores or processes data using overseas infrastructure.

We take reasonable steps to ensure overseas recipients handle personal information in a manner consistent with applicable privacy obligations. However, overseas recipients may be subject to different privacy laws from those in Australia.

We may collect technical and usage information when you visit our website, such as your IP address, browser type, device information, pages visited, time spent on pages and referring website details.

We may use cookies and similar technologies to:

• keep our website functioning properly;
• understand how visitors use our website;
• improve website performance and user experience; and
• support marketing and analytics activity.

You can control cookies through your browser settings, but disabling cookies may affect website functionality.

We may use third party analytics or advertising tools from time to time. Those providers may collect information in accordance with their own privacy policies.

We may send you updates about our services, publications, events or other information that may be relevant to you.

You can opt out of marketing communications at any time by using the unsubscribe link in the message or by contacting us using the details below.

We may still send you service-related communications where necessary.

This section explains how we handle mobile phone numbers and consent in connection with our SMS and text messaging program.

• Consent and opt-in. Where you provide your mobile phone number through our website enquiry or lead form and indicate your agreement (for example, by ticking the SMS consent checkbox), you consent to receive SMS text messages from SOLVi relating to your enquiry, appointments, bookings and service updates. Providing consent to receive SMS messages is not a condition of purchasing any product or service.

• Message types and frequency. Messages may include enquiry responses, appointment confirmations and reminders, call scheduling, and service updates. Message frequency varies depending on your interaction with us.

• Costs. Message and data rates may apply, depending on your mobile carrier and plan.

• Opting out and help. You can opt out of SMS messages at any time by replying STOP to any message. For help, reply HELP. After you opt out, you will no longer receive SMS messages from us unless you opt in again.

• Sharing of mobile information. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Mobile opt-in data and consent are not shared with any third parties. We may share mobile information with service providers that help us operate our messaging program (such as our SMS platform provider) solely to deliver the messaging service on our behalf and subject to confidentiality obligations.

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

Those steps may include:

• secure cloud-based systems;
• access controls and permissions;
• password protection and multi-factor authentication;
• encryption and secure transmission methods where appropriate;
• staff training and confidentiality obligations; and
• document retention and destruction processes.

No method of transmission over the internet or electronic storage is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.

We keep personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide services, comply with legal or professional obligations, resolve disputes and enforce our agreements.

When personal information is no longer required, we take reasonable steps to destroy or de-identify it, unless we are required or permitted by law to retain it.

You may request access to the personal information we hold about you, and you may ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding to a request.

We may refuse access or correction in some circumstances permitted by law. If we do, we will provide reasons where required.

To make a request, contact us using the details below.

If you believe we have mishandled your personal information or breached applicable privacy law, you can contact us using the details below.

We will consider your complaint and respond within a reasonable period.

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner.

If we become aware of a data breach involving personal information we hold, we will assess the incident and take steps required under applicable law. Where required, this may include notifying affected individuals and the relevant regulator.

We are based in Australia, but our services may be accessed by individuals in other countries.

If you are located outside Australia, you acknowledge that your personal information may be collected, stored, used and disclosed in Australia and other countries in accordance with this Privacy Policy.

Where a non-Australian privacy law applies to our handling of your personal information, we will handle your information in accordance with that law to the extent required.

We may update this Privacy Policy from time to time.

The updated version will be posted on our website with the revised "Last updated" date. If we make a material change, we may also take additional steps to bring that change to your attention where appropriate.

If you have questions, want to access or correct your personal information, wish to opt out of marketing, or want to make a privacy complaint, please contact us at: