Privacy Policy

1. Data Controller

The data controller responsible for personal information collected through snowgumhollowmanor.com is:

If you have any questions about how we handle your personal information, or if you wish to exercise any of your rights described in this policy, please contact us using the details above.

2. Information We Collect

We collect personal information only to the extent necessary to provide our website services and respond to your enquiries. The categories of personal information we may collect are described below.

2.1 Contact and Reservation Enquiry Data

When you submit a contact form or make a reservation enquiry through our website, we collect the information you provide directly to us. This may include:

• Full name
• Email address
• Telephone number
• Postal or residential address
• Preferred arrival and departure dates
• Number of guests and room preferences
• Accessibility or special accommodation requirements
• Any other information you voluntarily include in your message

Where you indicate special-category personal data within your message (for example, within a request for accessible accommodation), we will handle such information with the additional care required by applicable law and will use it solely to fulfil the purpose for which you disclosed it.

2.2 Device and Technical Data

When you visit our website, certain technical information is automatically collected by our web server and related systems. This may include:

• Internet Protocol (IP) address
• Browser type and version
• Operating system and device type
• Referring URL and exit pages
• Pages viewed, time spent on pages and navigation paths
• Date and time of each visit
• Screen resolution and language settings

Much of this data is collected in aggregated or pseudonymous form and does not directly identify you. However, where it can be associated with you (for example, via your IP address), we treat it as personal information.

2.3 Consent and Cookie Data

Where our website presents a cookie consent banner or preference centre, we record your consent choices, including the date and time of consent, the version of the consent notice presented, and the preferences you selected. This record enables us to demonstrate compliance with applicable requirements and to honour your preferences consistently during your visit and on return visits.

2.4 Information You Provide by Other Means

If you send us an email directly to our privacy contact address, we will collect the personal information contained in that correspondence, including your email address and any details you provide in the body of your message.

3. Purposes of Collection and Use

We use personal information for the following purposes. The table below summarises each purpose, the categories of data involved and the legal basis under which we process it.

We do not use your personal information for automated decision-making or profiling in a way that produces legal or similarly significant effects for you.

4. Cookies and Similar Technologies

Our website may use cookies and similar tracking technologies to support its operation, remember your preferences and help us understand how visitors use the site. Cookies are small text files placed on your device when you visit a website.

4.1 Types of Cookies We Use

• Strictly necessary cookies: Essential for the website to function correctly. These cookies cannot be disabled because the website cannot operate without them. They do not require your consent.
• Functional cookies: Allow the website to remember choices you have made, such as your language preferences or consent selections, to provide a more personalised experience.
• Analytics cookies: Help us understand how visitors interact with our website by collecting aggregated information about pages visited, time spent and navigation paths. We use this data to improve our website content and structure. These cookies are only placed where you have given consent.

4.2 Managing Your Cookie Preferences

You may manage or withdraw your cookie consent at any time by adjusting the settings in your web browser. Most browsers allow you to refuse cookies, delete existing cookies or be notified before a cookie is placed. Please note that disabling certain cookies may affect the functionality of our website.

Your consent choices are recorded as described in section 2.3 above. Withdrawing consent does not affect the lawfulness of processing that occurred before withdrawal.

5. Disclosure of Personal Information

We do not sell, rent or trade your personal information to third parties for their own marketing purposes. We may share your personal information with the following categories of recipients, strictly as necessary for the purposes described in this policy.

5.1 Service Providers

We engage trusted third-party service providers to assist in operating our website and our business. These providers process personal information on our behalf and are contractually bound to handle it securely and only for the purposes we specify. Examples of service provider categories include:

• Website hosting and infrastructure providers
• Email delivery and communication platforms
• Website analytics providers
• Reservation management software providers
• IT support and security service providers

5.2 Professional Advisers

We may share personal information with our legal advisers, accountants or auditors where necessary for them to provide professional services to us, subject to appropriate confidentiality obligations.

5.3 Law Enforcement and Regulatory Bodies

We may disclose personal information to government authorities, law enforcement bodies or regulators where we are required to do so by law, court order or binding regulatory requirement, or where we reasonably believe that disclosure is necessary to protect the safety of any person, to prevent or detect fraud or illegal activity, or to defend or assert our legal rights.

5.4 Business Transfers

In the event of a merger, acquisition, restructuring or sale of all or part of our business, personal information held by us may be transferred to the relevant successor entity. We will take reasonable steps to ensure that any such transfer is conducted in accordance with applicable privacy law and that the receiving entity commits to handling your personal information consistently with this policy.

We do not otherwise disclose your personal information to third parties without your consent, except as described in this section.

6. Overseas Disclosure of Personal Information

Some of our third-party service providers may be located outside Australia or may store or process personal information on servers located in other countries. In such cases, your personal information may be transferred to, and processed in, countries other than Australia.

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to that information, consistent with our obligations under APP 8. Where possible, we rely on contractual mechanisms, such as data processing agreements, to require overseas recipients to protect your personal information to a standard comparable to Australian law.

Where you request that we make a reservation enquiry or send communications on your behalf that necessarily involve disclosure to an overseas party, you consent to such disclosure as part of your request. You may contact us at snowgumhollowmanor@hotmail.com if you would like more information about the countries to which your personal information may be disclosed and the safeguards in place.

7. Retention of Personal Information

We retain personal information only for as long as necessary to fulfil the purpose for which it was collected, or as required or permitted by law. The criteria we use to determine retention periods include:

• The duration of your enquiry or booking relationship with us, including any follow-up correspondence
• Our obligation to retain financial and transaction records under Australian taxation and corporate law
• The period within which legal claims could be brought, to enable us to establish, exercise or defend legal rights
• Any direction issued to us by a competent regulatory authority regarding record retention

When personal information is no longer required, we take reasonable steps to destroy it securely or de-identify it so that it can no longer be linked to you.

Specific retention periods applicable to common categories of data are outlined below as a general guide.

8. Security of Personal Information

We take the security of your personal information seriously and implement reasonable technical and organisational measures designed to protect it from misuse, interference, loss, unauthorised access, modification or disclosure. These measures include:

• Transmission of data between your browser and our website using Secure Sockets Layer (SSL) or Transport Layer Security (TLS) encryption
• Access controls and authentication requirements limiting access to personal information to authorised personnel with a legitimate need to access it
• Regular review of our information security practices and procedures
• Contractual obligations on our service providers to maintain appropriate security standards
• Physical access controls at our business premises where personal information is stored in physical form

Despite our efforts, no method of data transmission over the internet or method of electronic storage is completely secure. We cannot guarantee absolute security of your personal information. If you believe that the security of your personal information has been compromised, please contact us promptly at snowgumhollowmanor@hotmail.com.

In the event of a data breach that is likely to result in serious harm to affected individuals, we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth).

9. Your Rights Regarding Your Personal Information

Under the Australian Privacy Act and the Australian Privacy Principles, you have the following rights in relation to the personal information we hold about you.

9.1 Right of Access

You have the right to request access to personal information we hold about you. We will provide you with access to that information within a reasonable period of receiving your request, subject to any applicable exceptions under the Privacy Act. We will not charge a fee for lodging an access request, but we may charge a reasonable fee to cover the cost of providing access in certain circumstances, in which case we will advise you of the applicable fee before proceeding.

9.2 Right to Correction

If you believe that personal information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, you have the right to request that we correct it. We will take reasonable steps to correct the information within 30 days of receiving your request, or such other period as we agree with you. If we are unable to agree that a correction is required, we will provide written reasons and information about how to make a complaint.

9.3 Right to Withdraw Consent

Where we process your personal information on the basis of your consent (for example, for marketing communications or non-essential cookies), you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before you withdrew it. To withdraw consent for marketing communications, please use the unsubscribe link included in any marketing email, or contact us directly. To withdraw cookie consent, please adjust your browser settings as described in section 4.2.

9.4 Right to Make a Complaint

You have the right to make a complaint about our handling of your personal information. Please see section 11 of this policy for information about how to lodge a complaint with us and with the OAIC.

Submitting a Request

To exercise any of the above rights, please submit your request in writing to:

Privacy Officer
(Snowgum Hollow Manor)

Email: snowgumhollowmanor@hotmail.com

To enable us to verify your identity and locate your records, please include your full name, contact details and a description of the information or action requested. We will acknowledge your request promptly and respond within 30 days, or advise you if additional time is required.

10. Casino Gaming: Age Verification and Responsible Gambling

Our hotel includes a casino gaming facility. Access to casino gaming areas and services is restricted to persons aged 18 years or older. We may collect personal information for the purpose of verifying that guests seeking access to gaming areas meet this minimum age requirement. Such information is used solely for verification purposes and is handled in accordance with this policy.

If you have concerns about gambling behaviour, including your own or that of someone you know, the Australian Government provides public information and support resources through the National Gambling Helpline. The Australian Communications and Media Authority (ACMA) and relevant state and territory gaming regulators publish guidance on responsible gambling practices, self-exclusion schemes and complaint mechanisms on their respective public websites. We encourage any person who may be experiencing difficulties related to gambling to consult those publicly available resources.

11. Complaints

11.1 Complaints to Us

If you believe we have breached your privacy or mishandled your personal information, we encourage you to raise your concern with us in the first instance. Please submit your complaint in writing to:

Privacy Officer
(Snowgum Hollow Manor)

Email: snowgumhollowmanor@hotmail.com

We will acknowledge receipt of your complaint within 5 business days and will endeavour to investigate and respond to it within 30 days. If we require additional time to investigate, we will advise you accordingly and keep you informed of progress.

11.2 Complaints to the Office of the Australian Information Commissioner

If you are not satisfied with our response to your complaint, or if you prefer to raise your concern directly with the regulator, you have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC). The OAIC is the independent federal body responsible for privacy regulation in Australia and provides a free complaint service. You can contact the OAIC as follows:

• Website: www.oaic.gov.au
• Online complaint form: Available through the OAIC website
• Post: GPO Box 5218, Sydney NSW 2001, Australia

The OAIC website also contains detailed information about your privacy rights under Australian law and how the complaint process works.

12. Links to Third-Party Websites

Our website may contain links to external websites operated by third parties. This policy does not apply to those external websites. We are not responsible for the privacy practices or content of third-party websites. We encourage you to read the privacy policies of any external website you visit before providing personal information to them.

13. Children

Our website is not directed at children under the age of 18. We do not knowingly collect personal information from persons under 18. If you believe that we have inadvertently collected personal information from a person under 18, please contact us at snowgumhollowmanor@hotmail.com and we will take prompt steps to delete such information.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or the services we offer through our website. When we make material changes, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically to stay informed about how we protect your personal information. Continued use of our website following the posting of changes constitutes your acknowledgement of the updated policy.

15. Contact Us

If you have any questions, concerns or requests relating to this Privacy Policy or our handling of your personal information, please contact us:

We are committed to resolving privacy concerns in a fair, transparent and timely manner and welcome your feedback.