Our commitment to privacy

At Fetch, we’re committed to ensuring that your personal information is protected. This policy sets out how we collect, store, use and disclose your personal information that's collected by us.

We’ve adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern how we collect, use, disclose, store, secure, and dispose of your Personal Information.

A copy of the APPs may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

Information we collect

When you sign up to Fetch, we collect personal information from you. The type of information that Fetch collects and holds may include:

• Your Name, date of birth and gender

• Your Contact Details such as your residential address, telephone numbers, and email

• Financial institution account details, like your payment card or bank account number

• Underwriting information like your claims history

We collect your Personal Information from you in various ways such as via our website, app, telephone, email, and hard copy forms. The majority of the time, we collect your personal information directly from you. However, we may also collect it from someone else, such as from:

• Our distributors

• Vets

• Another party involved in a claim

• The Financial Ombudsman

• Any other organisation where you have consented to them providing your personal information to us.

We may also collect relevant personal information from you when you interact with us, for example when you agree to receive insurance offers or marketing communications from us, when you purchase or amend a product or other service through us, or when you make an insurance claim or utilise another service through us such as our virtual vet.

The outcome of all interactions is saved and stored securely. All telephone conversations with customers are recorded and safely maintained for quality and coaching purposes. All emails and chat sessions are also stored securely. We hold your personal information on our servers, which are accessible by our employees only.

Why we collect personal information

We collect, hold and use personal information about you to provide, offer and administer our various products and services, for example: responding to your questions; providing you with relevant disclosure; and processing quotes, insurance applications, and claims. With your consent, we may also make use of cookies to provide you with marketing information on our range of other products and services.

We'll only collect your “Sensitive Information” where it's relevant to the underwriting process (with regards to a new or existing insurance policy), or managing/processing a claim. Your Sensitive Information won't be used or disclosed for any other purpose unless we have your permission.

How we look after your personal information

We care about the security of your personal information and we take measures to prevent it being used for unintended purposes.  We do this by:

• Holding privacy training for our employees

• Security measures to control access to our systems and premises

• Only giving access to personal information to a person who's verified to be able to receive that information

• Ensuring third parties meet our privacy obligations

• Electronic security systems, such as firewalls and data encryption on our website

We only keep your information for as long as we need it or as required by law. When we no longer need it, we'll make sure that your information is destroyed or de-identified.

How your information is shared

We share your personal information with third-party service providers for the purposes of providing our products and services to you. We may also share your personal information if:

• We're required to by a court order or other legal requirement

• You consent to us sharing it with a third party for a specific purpose

• Where it's necessary in the course of our business dealings with you, for example, to our underwriter

Third-parties will only be provided with access to your information as is reasonably necessary or otherwise as permitted under Australian law. If you don't consent to us collecting, using or disclosing all or some of the Personal Information we request, we may not be able to provide you with our products or services such providing you with insurance coverage or paying your claim.

Will your information be shared outside Australia?

In some cases, we may need to share some of your information with organisations outside Australia. For example, accessing some of our services or we may store your information in cloud or other types of networked systems. If your personal information is collected or supplied to an organisation outside of Australia we'll ensure it'll be held, used or disclosed only in accordance with Australian privacy law, including the Privacy Act 1988 (Cth).

How you can access your personal information

You may access the information we hold about you and request amendments to the information we hold. You can ask us to access or correct your personal information that we hold by contacting us in chat or emailing via: support@fetchpet.au

This right is subject to the exceptions detailed in the Australian Privacy Principles. If we refuse your request for access to this information, we'll let you know the reason as to why in writing.

What happens if something goes wrong?

Where any of the personal information under our control is compromised as a result of a breach of security, we’ll take reasonable steps to investigate. In accordance with the Notifiable Data Breaches Scheme, we'll notify you in the event your personal information is involved in a data breach that's likely to result in serious harm. This notification will include recommendations about the steps you should take in response to the breach. We'll also notify the Office of Australian Information Commissioner (OAIC) of eligible data breaches.

How you can contact us regarding questions or complaints

If you have any questions about this policy, or a complaint about our handling of your personal information, or if you believe that your privacy has been breached, please contact us via: support@fetchpet.au.

If you’re not satisfied with our response you may request that it be reviewed by a senior staff member who'll endeavour to resolve your dispute within 30 days. If you’re still not satisfied with the outcome of your complaint to Fetch,  you can refer your complaint to either the Office of the Australian Information Commissioner or the Australian Financial Complaints Authority (AFCA)

Office of the Australian Information Commissioner

• By phone: 1300 363 992

• By email: enquiries@oaic.gov.au

• In writing: GPO Box 5218, Sydney NSW 2001

Australian Financial Complaints Authority

• By phone: 1800 931 678 (free call)

• By email: info@afca.org.au

• In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001