Privacy and Security
Your privacy is important to us. We know you care about how information about you
is collected, used and stored and in this statement we explain, in general terms,
how we collect, use and protect the privacy of your personal information in accordance
with the Privacy Act, 1988. This policy applies to any personal information you
provide to us:
- when making a booking with us
- by visiting www.creativeholidays.com (including any
redirections from www.creativeholidays.com.au and www.creativeholidays.com.nz)
or other online sites operated by us and our contractors or affiliates
- creating an online account
- under any other arrangement
This policy also applies to any personal information that is provided to us by someone
else, such as a travel agent.
How we collect information
We may collect personal information when you deal with us by telephone, send us
correspondence (whether by letter, fax or email), visit our websites, create an
online account with us or when we have contact with you in person. There may also
be occasions when we collect information about you from a third party. For example,
- people making bookings on your behalf
- third party telesales companies who disclose it to
us so that we can fulfil your booking or market our products and services to you
- other service providers who collect information on
- market research companies who provide information
so that we can improve and market our products and services
- third party service providers on websites who collect
your personal information when providing you with a service and disclose it to us
stored by cookies with personal information you supply to us. Cookies are pieces
of information that a website can transfer to a user’s computer hard drive for tracking
(site usage) user navigation and customizing site information to further improve
and enhance the user experience. Save for information you specifically provide to
How we store your personal information
We store your personal information in a combination of secure computer storage facilities
and paper based facilities.
We have implemented security policies, rules and technical measures to protect the
personal information under our control from unauthorised access, improper use and
disclosure, unauthorised modification or accidental loss.
Any personal or banking related information captured on the Creative Holidays website
will be encrypted during transmission and any personal information stored with be
encrypted at all times. We use generally accepted technology and security features
to protect and keep secure your personal information including SSL security certificates.
The booking and member pages of our website are encrypted using the secure sockets
layer (SSL) technology to encrypt all personal information transmitted over the
web. To make use of this you must have a browser with SSL capability and use an
internet service provider who enables SSL technology.
We also take commercially reasonable steps to ensure third parties who work with
us agree to protect personal information that they must access in order to serve
our website and its visitors.
The information we collect
Generally we collect personal information that is needed to facilitate your arrangements
and bookings and to provide the services and products offered to you. The categories
of personal information we collect from you depends on the circumstances of collection
and the type of service you request from us.
For example, when you make a booking with us, we may collect details such as your
name, address, phone number, email address, passport number, flight details and
other travel details, credit/debit card number and expiry date, loyalty program
membership details, billing details and other information related to your travel.
In some instances it may be necessary to collect “sensitive information”, such as
your religion and details of medical, dietary, mobility or factors relevant to your
booking. As we are required by law to obtain your consent to the collection of “sensitive
information”, we will assume, that when you provide such information to us, you
have consented to our collection and use of it in accordance with this policy.
Other types of information such as your personal interests and needs, age and gender
may be collected to help us profile the interests of people who obtain our services
and use our website.
Purpose for which we collect, hold, use and disclosure your personal information
We generally collect your personal information for the following purposes:
- process and arrange your booking and other transactions
authorised or made by you (including providing your personal information to third
parties who will provide you with products or services);
- customise your online experience and provide you with
more relevant online offers and updates;
- provide you with information about other products
and services of ours, our related companies or third parties that may be of interest
- perform all other administrative and operational tasks
(including risk management, systems development and testing, staff training, and
market or customer satisfaction research);
- quality control and verification purposes; and
- to meet our legal obligations.
Disclosure of personal information to third parties
We may disclose your personal information to third parties, for example, to contractors
who provide services to or for us, such as:
- third party suppliers who provide you with products
or services you have booked;
- email and mail handling;
- EFT, credit card account processing, PayPal;
- call centres;
- process bookings;
- information technology, data storage, communication
networks, software development and maintenance; and
- market research,
for the purposes for which the information was collected or for related purposes.
We may also disclose your personal information to various law enforcement agencies
and governments around the world for security, customs and immigration purposes.
Other than as stated above, we will not disclose your personal information without
your consent unless disclosure is either necessary to prevent a threat to life or
health, authorised or required by law, reasonably necessary to enforce the law or
necessary to investigate a suspected unlawful activity.
How you may access information we hold about you
We will, on written request, provide you with access to information we hold about
you, including for the purpose of correcting or updating such information, unless
there is an exception which applies under the Privacy Act, 1988. Your request for
access will be dealt with in a reasonable time and we may recover from you our reasonable
If we refuse to provide you with access to information we hold about you, we will
provide reasons for such refusal and inform you of any exceptions relied upon under
the Privacy Act, 1988.
Keeping your personal information up to date
We take reasonable steps to ensure that the personal information we hold about you
is, whenever we collect or use it accurate, complete and up-to-date.
If the information we hold is inaccurate, incomplete or out-of-date, please update
your details via the ‘Account Profile’ section of our website or contact us and
we will take reasonable steps to either correct it, or if necessary, discuss alternative
action with you.
Transfer of information overseas
We may transfer to people (including our related entities) in foreign countries
any of your personal information to fulfil the purposes set out in this policy,
for example to:
- our overseas offices;
- data processors (including operators of global travel
- airlines, hotels and other travel service providers;
- information technology and business service providers.
In many cases the transfer is necessary to initiate or complete a booking or other
transaction on your behalf in response to a request by you or for the purpose of
entering a contract with a third party on your behalf.
Countries to which your personal information is transferred
The countries to which we transfer your personal information depend on your booking.
Generally such countries include those in Asia Pacific, Africa, North and South
America and Europe.
Our Site contains links to other websites. We are not responsible for the privacy
practice or content on those websites. You should read the privacy statements and
policies of any linked sites as their privacy policies may differ from ours.
To Opt-out of receiving newsletters from us please follow the instructions detailed
in our newsletter or contact us on 1300 747 400.
Resolving Your Concerns
If you wish to gain access to your personal information, have a complaint about
a breach of your privacy or if you have any question on how your personal information
is collected or used please forward your request, complaint or question to the address
below. We will respond as soon as possible.
If your complaint is not satisfactorily resolved, you may lodge a complaint with
the Australian Information Commissioner. For more information on privacy, you can
contact the Australian Information Commissioner’s hotline on 1300 363 992 or if
outside of Australia + 61 2 9284 9749, or visit the Office of the Australian Information
Commissioner website at www.oaic.gov.au.
Email us at
OR mail us at
The Privacy Officer
Travel House, 35 Grafton Street
Bondi Junction, NSW 2022 Australia
Changes to this policy
(www.creativeholidays.com) periodically to ensure that you have our most current