Your Privacy

Our Privacy Policy is about how we handle your personal information.

Why we collect personal information

We collect personal information from you when it is reasonably necessary for a business purpose. That means we collect it to supply you with the services and/or products you have asked for and to provide you with the best possible service.

Other reasons we collect personal information are to:

  • Understand you and how we can meet your needs now and in the future
  • Develop or evaluate services and products
  • Make ads more relevant to you
  • Manage our business
  • Comply with our legal obligations

The type of information we collect

We may collect personal information like your name, address, date of birth, gender, occupation, location, contact details or payment details depending on the activity you undertake with us. There are a few different ways we collect this information.

Straight from you

We collect most personal information directly from you. For example, you might fill in a form online, in person at one of our sites or give it to one of our team on the phone.

You can choose not to provide your personal information or may just want to deal with us anonymously. If this happens, we may not be able to provide you with the service you've asked for or give you the level of service you expect.

We also collect personal information during our relationship with you. For example, we may collect personal information:

  • Through the delivery of our services to you
  • When you pay for services, purchase things or make a donation.
  • When you subscribe to our publications.

What we collect from your online activity

Our website uses cookies and other digital identifiers. These include:

  • Site performance identifiers: these give us information about how our websites is used. This helps us provide you with a more user-friendly experience.
  • Analytics cookies: we use these to gather statistics about our site. For example, they help us monitor how many users are on the site and what sections are most used.
  • Advertising cookies: we use these cookies to improve our understanding of the kind of advertising that may be relevant to your aggregated segment (a group of people with similar interests, needs etc).

We may also use cookies or digital identifiers so that when you visit third party websites, relevant advertising from Windermere can be displayed to your aggregated segment.

It's important to know you can clear cookies or digital identifiers from your device and also disable future use of them by changing the security settings on your web browser. However, doing this might mean that parts of our website may not work as it should.

Sensitive personal information

When we talk about sensitive information, we mean details about your race, ethnicity, politics, religious or philosophical beliefs, sexual preferences, health, genetics or criminal record.

Generally speaking, we don't need sensitive information about you unless it is relevant to the specific service you are receiving. This kind of information will only be collected with your permission, and we will only use it for the purpose for which you provided it.

Who we work with 

We work with a number of other companies and in certain circumstances may share personal information with them too.

Parties we work with

We may, on occasion, team up with other companies to offer services or products (an event for example). If you purchase a service or product that is delivered by one of our partners, we'll give them the personal information they need to provide the service/product and manage their relationship with you. In these circumstances, we have arrangements in place with our partners that limit their use or disclosure of your personal information to these purposes.


We work with third parties to provide some services such as distribution of our newsletters. These companies are subject to strict controls that protect your information from unauthorised use or disclosure, and limit their access to your personal information to the extent necessary to do their job.

Access to personal information from overseas

Some of the parties mentioned above may be located overseas, but again, we only give them secure access to the personal information they need to do their job. These overseas companies are involved in providing services like data distribution and they do it from countries like USA.

Windermere maintains effective control of your information at all times, including by ensuring that parties located overseas are subject to strict controls that limit access and subsequent handling of your information to the extent strictly necessary to perform the relevant function and protect your information from unauthorised use and disclosure.

Outstanding payments

In some circumstances, we may need to refer or sell overdue debts to debt collectors or other companies. If we do this, we'll give them secure access to the personal information they need to handle the debt.

Legal obligations and other privacy exceptions

We give access to personal information where we are permitted or obliged to do so by Australian law. For example, in some circumstances we will use or disclose personal information to react to unlawful activity, serious misconduct, or to reduce or prevent a serious threat to life, health or safety. We are obliged to cooperate with law enforcement bodies in some circumstances. We may disclose personal information when we receive a request that is authorised under Australian law.

We also give statistical information about some of our services to government bodies as required under funding requirements. Such information is de-identified before it is provided.

Legal Obligations under the Family Violence Protection Amendment (Information Sharing) Act 2017

The Act has been amended to include an information sharing scheme.  Information about you, your child (a family violence victim survivor), and/or a perpetrator can be shared with another service or organisation for the purpose of establishing, assessing and managing risk related to Family Violence. Consent is required from an adult victim survivor to share their information with another service, but is NOT required from:

  • a child victim survivor (aged under 18 yrs)  if there are concerns that the child may be subjected to family violence
  • a perpetrator if there is a reasonable belief that this person may commit family violence.


We will only disclose personal information to others if you have given us permission, or if the disclosure relates to the main reason we collected the information and you'd reasonably expect us to do so.


Windermere may advertise by mail, phone, email, text, and online via the internet and in apps. We may use your information to send you advertising that is customised or relevant to your interests, characteristics or general location. This doesn't necessarily mean you'll get more advertising. It just means that the advertising that you see from Windermere will hopefully be more relevant to you.

Opting out

You can opt out of receiving any marketing materials from us by following the instructions on the article you have received or by phoning our main switch.

Please note there are some types of marketing we can't control on an individual basis, like online ads that are not targeted specifically to you.


Security is serious. We're committed to protecting your personal information. Some of the security measures we use include:

  • Firewalls and access logging tools that protect against unauthorised access to your data and our network.
  • Secure work environments and workflow systems that prevent unauthorised access and copying of your personal information.
  • Secure server and closed network environments.
  • Encryption of data in transit.
  • Virus scanning tools.
  • Management of access privileges, to ensure that only those who really need it can see your personal information.
  • Ongoing training and security reviews.

These measures are robust, but security risks do change. We will remain vigilant in our efforts to protect your personal information.

How to access your personal information 

If you ask us, we will usually give you access to the personal information we hold about you unless there are circumstances (under Australian law) where to do so would unreasonably affect someone else's privacy or pose a serious threat to someone's life, health or safety.

You can ask for access to the personal information we hold on you by following the contact details below. 


We aim to keep the personal information we hold about you accurate, up-to-date and complete. If you think our records need to be corrected, please call us on 1300 946 337.

Contacting us 

We recognise that your personal information is important to you, so please let us know if you have any questions or concerns about this policy or our practices. You can contact us phoning our main switch or by mailing our head office.

You can find out more about our complaint process, how to lodge a complaint online as well as a list of other avenues for you to make a complaint if you choose.


We may amend this policy from time to time if our practices change. Details of recent amendments and the date they were made will be detailed below.