QPOL 002 – Privacy Policy
Privacy Statement: ASKACOACH.com is committed and dedicated to your privacy. We collect personal information for the purpose of establishing and maintaining records for client coaching connections, as well as to inform our database of clients and non-clients of ASKACOACH.COM activities and relevant information. The information we collect is primarily for the purpose of contacting you, as well as maintaining case notes of our coaching engagements so that we can better serve our relationship with you. We may also include financial information related to payment of the service. We consider your privacy a top priority and therefore we maintain and continuously improve our systems and practices to ensure your information is always secure and only accessible by authorised parties. All of our team are individually committed to your privacy as well. Quality controls are in place at all levels of our organisation with that in mind. We have a full Privacy Policy available for your review through our website. We welcome your questions regarding your privacy and will always provide a personal response in a timely manner.
Privacy Policy: ASKACOACH.com is committed and dedicated to your privacy. We collect personal information for the purpose of establishing and maintaining records for client coaching connections, as well as to inform our database of clients and non-clients of ASKACOACH.COM activities and relevant information. The nature of the information we collect is primarily for the purpose of contacting you, as well as maintaining case notes of our coaching engagements so that we can better serve our relationship with you. We may also include financial information related to payment of the service. We consider your privacy a top priority and therefore we maintain and continuously improve our systems and practices to ensure your information is always secure and only accessible by authorised parties. All of our team are individually committed to your privacy as well and quality controls are in place at all levels of our organisation with that aim in mind. We have a full Privacy Policy follows below and we welcome your questions regarding your privacy and will always provide a personal response in a timely manner. Contact information for our Privacy Officer appears at the bottom of this policy.
What Information We Collect
We collect such personal information as name, phone numbers, physical and/or email addresses and dates of engagement between you and ASKACOACH.COM. When it is provided for the purpose of payment for services of any kind, some financial information is retained for processing the payment and as a record or receipt of payments made, such as would be found on our bank statements and computer systems. Financial information is not stored anywhere else and is not collected for any other reason. Additionally, we maintain case notes for all coaching engagements which includes your initial email queries and our responses, including any attachments of resources we send to you. Where the coaching engagement is live coaching (versus just email coaching), the ASKACOACH.COM coach will write case notes in our secure system of the nature of the coaching conversation in generic terms, including our main points of response and a record of any outcomes agreed to during the session.
This information is used:
• To enable us to maintain client contact details.
• To enable us to maintain client coaching case notes in a secure manner.
• To enable a copy of the ASKACOACH.COM newsletter to be mailed to you monthly, via email if you have registered and opted in for this service through our website.
• To maintain records related to the coaching experience in the form of client feedback including compliments, complaints and survey responses. We use our secure system to also track activity on managing any complaints or queries from our clients.
• There may also be occasion for us to mail, email or phone you regarding individual inquiries, requests, or other relevant communication.
• Occasionally, we may use the contact details to email special announcements related to the services of ASKACOACH.COM.
• Any other reasonable activity related to the primary purpose of collection as stated above.
How Your Information Is Collected
The personal information we collect comes directly from our customers. It is provided to us directly from and only from you via our website, through email communication with us, and live coaching conversations. We do not buy lists or receive information from any other source other than from you directly. In terms of case notes, all ASKACOACH.COM coaches summarise the main points of the conversation in point form. We do this for the purpose of documenting key messages from you and key responses from us which enable other ASKACOACH.COM coaches who may be providing coaching services throughout your relationship with us to better serve you as they will be able to quickly review a “history” of your enquiries and personal progress. This is essential to deliver a quality service to you.
The quality and accuracy of the data we collect is based on the information you provide to us. It is complimented by our in-house processes on data capture and case note writing. Additionally, we maintain Quality Assurance practices which include internal regular quality audits of case note documentation for the purpose of ensuring continuous improvement in our service and consistent quality overall.
ASKACOACH.COM take every reasonable step to ensure we have captured the information correctly. We are happy to amend the information at any time as required or requested by you, as appropriate.
Who Your Information Is Shared With
All personal information we collect remains entirely within the ASKACOACH.COM secure system. ASKACOACH.COM will only provide access to client related information internally to our qualified and certified ASKACOACH.COM coaching team, and also to our technical support team only for the purpose of continuously improving and maintaining our secure systems. All technical support personnel have signed a confidentiality agreement with ASKACOACH.COM ensuring your privacy is maintained. It is not shared with any other individual, institution or organisation, nationally or internationally, at anytime without your expressed written permission, other than where permitted or required by law.
The management team of ASKACOACH.COM does review client feedback in both client-identifying and anonymous formats. This is done for the purpose of management responsibility in strategy, quality management systems, customer satisfaction and our commitment to our corporate values and delivering a quality service.
How Your Information Is Stored
Your personal information is stored securely to protect your personal information from loss, misuse, unauthorised access, modification or disclosure. ASKACOACH.COM has implemented technology and security policies, rules and measures to protect the personal information we have under our control from: unauthorised access, improper use, alteration, unlawful or accidental destruction and accidental loss. We will remove personal information from our system where it is no longer required (except where archiving is required).
In reference to our website, it is important to comment on the existence of cookies. Cookies are data that is sent by a website each time the user visits the website. A cookie can contain data such as the parts of a website a user has visited or the duration of the user’s visit to the website. The ASKACOACH.COM website does use cookies. It is recommended that users set their browser to identify the presence of cookies and to give them the option of accepting or rejecting them. This privacy principle does not extend beyond the ASKACOACH.COM website.
When linking to other sites from the ASKACOACH.COM website, we also recommend you read the privacy statement or policy of that site to familiarise yourself with its privacy principles.
Who Has Access To Your Information
Only authorised team members of ASKACOACH.COM or other authorised personnel (such as our technical support team), have access to your personal information, and only for activities related to the primary purpose of collection.
You also have the right to access your personal information held by us, as well as to request a copy of that information and to amend it. Should you wish to have access to this information, please contact the ASKACOACH.COM Privacy Officer at any of the contact points highlighted at the end of this policy.
Anonymity
All customers of the ASKACOACH.COM have the right to remain anonymous in their relationships with the association, where practicable to do so. For more detailed information on this, please contact the ASKACOACH.COM Privacy Officer.
Sensitive Information
ASKACOACH.COM does not seek to collect any sensitive information from our clients, however from time to time our clients do share sensitive information with us at their own discretion as it may relate to their reason for engaging our coaching services.
This sensitive information, as with all information our clients share with us, is held in the strictest confidence by all of our staff. Our security measures protect you from any unauthorised access or use of this information.
Furthermore, all ASKACOACH.COM coaches are prohibited from discussing any clients, their information and case histories with any party outside of ASKACOACH.COM. Any internal conversation regarding clients is solely for the purpose of finding the most appropriate resources for the client and to seek out internal mentoring and supervision to support the service delivery to the client.
ASKACOACH.COM conducts internal quality assurance practices, including evaluating the quality of our coaching services for both email and live coaching sessions. In these quality assurance discussions with our coaches, your information is potentially accessed and discussed for the purpose of learning and development opportunities for the coach(es) involved in delivering the service.
Occasionally, we may conduct demographic surveys, but membership and/or customer personal information is never included or identified with the information collected.
How To Contact the ASKACOACH.COM Privacy Officer
The ASKACOACH.COM maintains the role of Privacy Officer as a responsibility of one of the Directors. Should you have any queries, requests, comment or complaint, you may contact the Privacy Officer via any of the contact points below.
ASKACOACH.COM
Incredible Awareness Pty Ltd
Attention: Noel Posus, Privacy Officer
12/39 Elizabeth Bay Road
ELIZABETH BAY NSW 2011
Phone: (+61)416006476
Or email us
