Privacy policy

The Privacy Act 1988 (Cth), defines Personal Information as information or an opinion about an identified individual, or an individual who is reasonably identifiable:

Any time we use the term Personal Information in this policy, we are referring to this legal definition of the term.

The types of Personal Information that we collect about you depends on which products and services you use, how you transact or interact with us and our relationship with you. These may include:

Identity and Contact Information - This is information we need to confirm your identity such as your name, contact details, date of birth, age and proof of identity documents

Transaction and Interaction Information - This is information about how you transact and interact with us such as purchases and orders and your product and service preferences. It also may include member numbers or identifiers for loyalty schemes or membership/subscription programs (including Flybuys, OnePass, PowerPass, TKD Club, TKD Trade and Beaumont Trade Club), team member discount card details, your responses to surveys or feedback you may provide us with.

Financial Information – This includes information like your payment history, credit history, income details, bank and cheque account details, credit card details and gift card details.

On-site Information - This is information we collect when you visit Bunnings’ premises. For example, images from cameras in our stores (including in car parks, pick up areas and store entrances), images from facial recognition software and vehicle number plate details.

Profile Information – This includes information about you including age, gender, occupation, general location and your preferences, interests and opinions. 

Employment Information – If you apply for employment with us, this may include details such as employment history and education.

Sometimes you may provide Personal Information about other individuals to us. In those cases, it’s your responsibility to tell them you’re giving us their Personal Information and about this Privacy Policy. 

We collect your Personal Information in a number of ways.

You provide it to us
You might provide us with your Personal Information in circumstances such as:

• When you visit Bunnings premises including via security or other cameras
• When you purchase or order any product or service from us
• When you contact us directly such as to make an inquiry or a complaint or to provide feedback, seek a refund or attend an event
• If you are a supplier or service provider, in connection with the supply of products and services by your business
• When you set up an account including a PowerPass or Bunnings account
• When you subscribe to any of our mailing lists or participate in any Bunnings competition
• When you use a loyalty or membership program or team member discount
• If you undertake any of our induction, safety or compliance processes
• If you submit an employment application to us

We collect it ourselves
We may collect information ourselves such as:

• When you use our websites, apps or via social media platforms
• Gaining insights through reviews, reporting and analysis
• Through the use of digital technologies like cookies, tags and pixels (see below for further information about how we use digital analytics for our business).

We collect it from other sources

We might collect your Personal Information from other sources such as:

• Third parties where you:

                - Hire equipment from our stores where we’re an agent for a third party

                - Request a quotation for a service from a third party

• Publicly available sources, including from Australian Government agencies (such as the Australian Securities and Investments Commission), New Zealand Government agencies (such as New Zealand Companies Office), internet search and social media platforms,
• Any person authorised to act on your behalf or provide your Personal Information to us
• Credit reporting bodies and other credit providers
• Anyone sharing information with us for loss prevention and/or law enforcement purposes
• Anyone you nominate in submitting an employment application
• Our Related Companies This includes information about your transactions or interactions with Related Companies, including browsing on their websites and apps (as well as inferred information and characteristics as a result of undertaking data analysis). We may also collect deidentified data from (and share deidentified data with) Related Companies for data analysis purposes.

We may also collect information about you, or information that we associate with you, from third party data providers who are authorised to disclose it. This may include information and insights based on your demographics, interests and behaviours, and whether you have similar characteristics to our current or target customers.

Our websites and apps may contain links to other websites and apps which are owned or operated by other parties. If you access any third-party website or app from our website, Personal Information about you may be collected by that third party website or app. We are not responsible for information on, or the privacy practices of such websites or apps.

If you choose not to provide us with your Personal Information when requested, we may not be able to provide all of our products and services to you. For example, we will not be able to conduct deliveries without address details.

We collect, store, use and share Personal Information in a number of ways. including to provide and improve our products and services personalise our services and operate our business effectively. Some examples are set out below.

Transactions, Accounts and Promotions

We use your Personal Information to handle transactions you make with us including:

• Processing payments for products and services
• Providing advice regarding our products and services
• Delivering our products and services
• Providing refunds and exchanges
• Undertaking product recalls
• Conducting competitions and events
• Assessing any application that you make to us for a PowerPass account or other credit account
• Conducting surveys, reviews and other market research activities and analytics
• For purposes relating to membership programs (eg OnePass) and loyalty schemes (eg Flybuys) and in some circumstances for the businesses of our Related Companies.

Communication
We use your Personal Information to communicate with you including to advise on, promote and advertise our products and services and to consider and process feedback and complaints that you may make to us.

Improvement of our services and customer experience
We may use your Personal Information to maintain and improve our products, services and processes and to develop new ones including:

• To monitor our sales of products and services and for quality control purposes, including undertaking customer surveys and analysis, or seeking feedback from customers
• To assist in determining your product or service preferences and preferred store locations such as your closest store when using our websites or apps
• To monitor and measure the use of our websites or apps, including web-based referral channels, data entered and user activity such as links clicked
• To monitor customer traffic in our stores and identify high traffic areas or frequently visited locations in our stores

We may use inferred characteristics produced through data analysis, for improving products and service offerings

Marketing, Advertising and Personalisation
From time to time, we may collect, use and disclose information (including personal information) for marketing and advertising purposes.

This may include collecting your information from, and disclosing your information to, third parties such as our Related Companies, Flybuys and platforms (such as social media providers and other digital advertisers).

This information may be used by us and those third parties for direct marketing and targeted advertising activities (subject to any applicable consents, account settings or marketing preferences that you may set).

The types of products, services and offers that may be marketed and advertised to you are those we think may be of interest to you, and could include products, services and other offers provided by us directly, our Related Companies or from other third parties.

In addition, our Related Companies and service providers may assist us in sales, analytics and management of our marketing and advertising activities.

How do you opt out or unsubscribe

You can opt out of direct marketing by using the opt out details provided in our direct marketing communications. If you would like to unsubscribe from all Bunnings communications you can email us at privacy@bunnings.com.au or in the case of targeted online advertising, by managing your preferences in digital platforms such as Google or Facebook.

Analysis and reporting
We may use Personal Information to understand your preferences and interests and to produce other insights including:

• To undertake data processing, data analysis and matching, market research or trend analysis (including with information obtained from our Related Companies and Flybuys) to better understand your requirements, behaviour and preferences; and to offer products or provide services of greater interest to you or engage in direct marketing
• To personalise your experience, enhance the products and services you receive, and to tell you about products and services that may be of interest to you (including with information obtained from our Related Companies and Flybuys).

Safety, Security and fraud detection
To help prevent and detect fraud and protect the health, safety and security of our customers, team members and others including:

• To verify identity
• To assist us, our service providers, Related Companies, and other third parties who we share information with for loss prevention or law enforcement purposes in investigating and preventing any potential, suspected or actual breaches of law, fraudulent activities and other misconduct
• In the case of images from facial recognition software, for loss prevention or customer and team member safety purposes

Legal

We use Personal Information to meet our legal and regulatory requirements and engage in other legal processes, including:

Corporate/Other Services
We may also use your Personal Information:

• To evaluate, facilitate and manage mergers and sales of businesses
• For any purpose disclosed to you at the time Personal Information is collected
• In the case of personal information relating to our suppliers or service providers, to manage the provision of products and services to us

We may share your Personal Information with a range of third parties who assist us in carrying on our business including:

• To facilitate the provision of products and services to you (including repairs and customer recalls), eg product manufacturers, suppliers, couriers and installers
• To assist you to hire equipment from us which we supply as an agent for that third party
• Marketing, advertising and promotions and event organisation
• Undertaking data monitoring, analysis and matching activities, monitoring trends in customer preferences or transactions and the operation and maintenance of our website, online services or apps
• Displaying advertising or content (including personalised advertising) on or from third party platforms based on your Personal Information or preferences (eg Facebook).
• Assisting in investigating and preventing any potential, suspected or actual breaches of law, fraudulent activities or other misconduct.

We may also share your Personal Information with our Related Companies and Flybuys for them to use for the benefit of their own business in a manner consistent with the purposes outlined in this policy. Our Related Companies and Flybuys may handle Personal Information in accordance with their own privacy policies where applicable.

We may also share your Personal Information with other parties, including:

• Credit reporting agencies and credit providers, to assist in assessing any applications for a credit account or to conduct data analysis
• Law enforcement agencies, government agencies or other third parties, where required under or permitted by law
• Parties providing administrative and operational services to us in connection with our business, including financial institutions, security services providers, market research or feedback collection companies, payment processers and collectors, mailing houses and card manufacturers and those bodies’ service providers,
• Professional advisers such as lawyers, auditors and accountants.
• Other persons disclosed to you at the time the Personal Information is collected

We handle our Team Members’ and contractors’ Personal Information in accordance with this Privacy Policy.

In the case of our team members and contractors we may use Personal Information for the purposes of your employment with Bunnings.

If you apply for employment with us, Personal Information we collect may include details regarding your employment history, background checks (eg police and reference checks), educational qualifications and similar information. We also work with third parties to assist with aspects of the recruitment and employment process and may disclose your Personal Information to them. 

As a participant in Flybuys we may collect from Flybuys  and other Related Companies that are participants in Flybuys (and share and combine Personal Information with Flybuys and other Related Companies that are participants in Flybuys) the Personal Information of Flybuys members who are Bunnings customers (including contact details, transaction information, interactions with Flybuys and insights from interactions with Flybuys and other Related Companies that are participants in Flybuys) for the purposes set out in this policy and in particular:

• To allow us to engage with them and provide more personalised and targeted advertising when they use our website/apps, social media and other platforms
• To allow us to personalise the communications, marketing offers, customer surveys and trading updates that we send
• To enable us to improve product offerings, service offerings, advertising and offers based on member shopping and browsing habits
• To develop aggregated insights about the preferences of FlyBuys members who shop with us
• For data analytics including for insights and strategic and operational decision making
• For product safety-related matters (including recalls)
• For other purposes where the Flybuys members consent has provided consent to FlyBuys or us
• For other purposes described in FlyBuys’ privacy policy

We may share Personal Information with Flybuys and other Related Companies that participate in Flybuys, and we may combine it with other Personal Information we collect in relation to that customer.

We may retain Personal Information about a customer who is a Flybuys member after they have ceased to be a Flybuys member (or after we have ceased to be a Flybuys participant) if we need to use the information for a reason set out in this Privacy Policy or any other lawful purpose.

As a participating brand in OnePass, we may collect from OnePass and other participating brands (Participating Brands) (and share and combine personal information with OnePass and other Participating Brands) the Personal Information of OnePass members and account-holders who are Bunnings customers (including contact details, historical and future transaction information, historical and future interactions with OnePass and other Participating Brands and insights from interactions with OnePass and other Participating Brands) for the purposes set out in this policy and in particular:

• To allow us to engage with them and provide more personalised and targeted advertising when they use our website/apps, social media and other platforms
• To allow us to personalise the communications, marketing offers, customer surveys and trading updates that we send
• To enable us to improve product offerings, service offerings, advertising and offers based on shopping and browsing habits
• To develop insights about the preferences of OnePass members and account-holders
• For data analytics including for insights and strategic and operational decision making
• For product safety-related matters (including recalls)
• For other purposes where they have been notified, provided consent to OnePass or us, or which are otherwise permitted by law
• For other purposes described in OnePass’ Privacy Policy

We may also share Personal Information with OnePass and other participating brands and partners of OnePass, and we may combine it with other personal information we collect in relation to that customer.

We may retain Personal Information about our customers after they cease to be a OnePass member or account-holder (or after we have ceased to be a OnePass Participating Brand) for the uses set out in this Privacy Policy or any other lawful purpose.

We may collect information, including device information and technical data, metadata, browsing information and location data (where available), when you use and access our digital services (i.e., websites, apps, or any of our chat functionalities), and the digital services of our Related Companies and the products and services of third parties (such as social media platforms and other third-party platforms). This information may include Personal Information. Like many website and app operators, we use digital service technologies like cookies (which are small data files transferred onto devices when a website or app is accessed), tags, pixels, or other digital identifiers including those associated with tracking and advertising identifiers across these digital services that help us:

• authenticate you
• maintain your browsing session and remember you and your preferences when you return
• monitor how you use our websites and apps, including the parts you visit and actions you take
• combine information with Related Companies and other third parties
• provide you with marketing, advertising, promotions and events that may interest you from us, our Related Companies and from other third parties, both on our website and apps, and when you visit other websites and apps (such as social media sites and other third-party platforms)
• protect the security of our website, apps, and customers and manage our network usage
• allow you to interact with social media platforms, for example by ‘liking’ and sharing our content

We use cookies to help us collect data, which may include Personal Information. We will handle that Personal Information in the ways set out in this Privacy Policy. The cookies we use include ‘session’ cookies (which are retained only during a current browsing session) and ‘persistent’ cookies (which are retained by your device or browser between sessions).

Some of the digital service technologies used on our website and apps are created or set for third parties who provide content or services to us. These third parties include, for example:

We may use other third-party services in similar ways.

You can change your cookies settings on your web browser to block some cookies but, if you do, our website or app may not work as well for you. See www.allaboutcookies.org for more information on how to change your cookie settings for many common browsers, and to learn more about cookies generally.

Some of the third parties we share your Personal Information with are located outside of Australia for example USA , Singapore, EU countries, New Zealand, Japan, Vietnam, India and United Kingdom. We require these parties to take appropriate measures to protect your information and ensure the sharing is in accordance with applicable law.

Your Personal Information may be stored by us in various forms including both electronic and hardcopy sometimes with the assistance of data storage service providers. We have a range of security measures in place to protect the Personal Information under our control from misuse, interference, loss, unauthorised access, modification or disclosure. Some of the measures we use include secure premises and facilities, security testing, access controls, encryption and firewalls.

You may request access to, and correction of, your Personal Information held by us. See “How to contact Bunnings” below.
You will need to verify your identity when requesting access to, or correction of, your Personal Information so that we can ensure your Personal Information is disclosed only to you.

You can direct any questions or complaints about this Privacy Policy to the Bunnings’ Privacy Officer. See “How to contact Bunnings” below.

We’d like the chance to resolve any complaints you have. However, after you have contacted us and if you are not satisfied with the outcome, or if we don’t  respond to you within 30 days of you making the complaint, then you may, , contact the Office of the Australian Information Commissioner to resolve that complaint:

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone:  1300 363 992

You can contact us at :
 
Bunnings’ Privacy Officer
Botanicca 3 - Level 2 East Tower, 570 Swan Street,
BURNLEY VIC 3121
Locked Bag 3004, HAWTHORN VIC 3122,
AUSTRALIA
Email: privacy@bunnings.com.au

We also have a credit reporting policy that sets out our commitments to protect the Personal Information of our customers that we may provide credit to or consider providing credit to. That policy is available here.