Privacy Policy

Your privacy

Convido Pty Ltd and Corporate Apartments International (Manila) Inc. (we, us, our, or Convido) recognise and value the protection of your personal information.

This policy explains what personal information we collect, how we collect and hold it, why we use it, and who we share it with. It also sets out how you can access the information we hold about you, ask us to correct it, and raise a concern or complaint about the way we have handled it.

We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth). Where our Manila entity handles personal information, it does so in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173) of the Philippines.

What this policy covers

This policy applies to personal information we collect through our website at www.convido.com, and to personal information we collect in the course of providing accommodation and related services. That includes information about:

• guests staying in a Convido residence
• employees of corporate clients who arrange or manage placements
• property owners, developers and suppliers who partner with us
• anyone who contacts us through the website, by phone or by email

The information we collect

From guests. Your name, contact details, employer, the dates and location of your stay, the details of anyone staying with you, and any requirements you tell us about, such as accessibility needs, parking, or whether you are bringing a pet. Where a building requires it for access or security, we may also collect identification details.

From corporate clients. The names, work contact details and roles of the people who manage placements with us, together with the booking, billing and reporting information needed to run the account.

From owners, developers and suppliers. Contact details, property details, banking details for payment, and the documentation needed to enter and manage an agreement.

From website visitors. Information you give us through an enquiry form, and technical information collected automatically, including IP address, browser type, internet service provider, referring and exit pages, operating system, date and time stamp, and clickstream data. This technical information does not identify you personally.

Payment information. Payments are processed by our payment provider. We do not store complete card numbers on our systems.

How we collect it

We collect personal information directly from you when you enquire, book, stay with us, or contact our team.

We also collect it from your employer, from a mobility or human resources team, from a travel management company, or from a relocation partner arranging a placement on your behalf. If your accommodation is being organised by your employer, most of the information we hold about you will have reached us that way.

We collect information automatically through our website using the technologies described under Cookies and tracking below.

Why we collect it

We use personal information to:

• arrange and manage your accommodation, including building access, arrival and departure
• provide guest services and support during your stay
• respond to enquiries and prepare proposals
• issue invoices, process payments and manage accounts
• report to corporate clients on placements, spend and length of stay
• meet duty of care obligations to guests and the organisations placing them
• manage agreements with owners, developers and suppliers
• improve our website and services
• send you news and information about our services, where you have not opted out

Who we disclose it to

We disclose personal information to:

• building owners, managers and owners corporations, where access, security or building rules require it
• partner operators, where your accommodation is provided through our partner network rather than a Convido residence
• your employer or the organisation arranging your stay, in relation to the placement and its costs
• service providers who help us run the business, including IT, hosting, payment, customer support and analytics providers
• professional advisers, such as lawyers, accountants and auditors
• law enforcement or government agencies, where we are required or authorised by law

We do not sell personal information, and we do not disclose it to third parties for their own marketing.

Overseas disclosure

Convido operates across the Asia-Pacific, so personal information may be disclosed to recipients outside Australia. This includes:

• our own operations and staff in the Philippines and New Zealand
• partner operators in the countries where a placement is arranged through our partner network
• cloud hosting, IT and analytics providers located in Australia and the USA.

Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.

Cookies and tracking

We and our partners use cookies, beacons, tags, scripts and local storage objects to analyse trends, administer the site, track movement around the site, and understand our audience as a whole. We may receive reports based on the use of these technologies, on both an individual and an aggregated basis.

We use:

• Google Analytics, including Remarketing with Google Analytics and Google Analytics Demographics and Interest Reporting. Google Analytics collects data about site traffic through Google advertising cookies and anonymous identifiers. Data collected through these products is not linked to any personally identifiable information you submit on our website. You can opt out of Google Analytics collection through Google's opt-out tools.
• Google Tag Manager, to manage the tags described in this section.

Cookies do not identify you personally. If you would prefer not to receive cookies, you can change your browser settings to disable them or to warn you when they are being used. Disabling cookies may affect your ability to use parts of the website.

Storage, security and retention

We hold personal information in our systems and in the systems of the service providers described above. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure, including access controls, secure hosting and staff training.

We keep personal information for as long as we need it for the purposes set out in this policy, and for as long as we are required to keep it by law. Booking, billing and tax records are held for seven years. Enquiry records that do not lead to a booking are held for 12 months. When we no longer need information, we take reasonable steps to destroy it or to de-identify it.

Access and correction

You can ask us for a copy of the personal information we hold about you, and you can ask us to correct it if it is inaccurate, out of date or incomplete. Contact us via our enquiry form to ask for this data.

We will respond within a reasonable period. There is no fee for making a request, though we may charge a reasonable fee for the cost of providing access in some circumstances. If we decline a request, we will tell you why in writing.

Marketing

Where you have not opted out, we may send you news and information about our services. Every marketing message includes an unsubscribe option, and you can also ask us to stop at any time by contacting our Privacy Officer. Opting out of marketing does not affect messages we need to send you about a current booking or account.

Complaints

If you have a concern about the way we have handled your personal information, contact our Privacy Officer using the details below. We will acknowledge your complaint, investigate it, and respond to you in writing.

If you are not satisfied with our response, you can refer the matter to:

• Australia — the Office of the Australian Information Commissioner, at oaic.gov.au
• The Philippines — the National Privacy Commission, at privacy.gov.ph
• New Zealand — the Office of the Privacy Commissioner, at privacy.org.nz

Changes to this policy

We may update this policy from time to time. The current version is always available on our website, and the effective date at the top of the page shows when it was last changed. Where a change is significant, we will take reasonable steps to notify you.