Your Privacy is our priority

Your privacy is important to us, and we want to be transparent about how we handle your data, and how it’s used to enhance your Velocity experience. 

1. OUR COMMITMENT TO YOUR PRIVACY

We’re committed to privacy and transparency. We want you to understand what Member Data we collect about you, why we collect it, how we use it and how you can control it. We know when you provide your Member Data to us, you are trusting us with it, and so we work hard to protect it.

2. ABOUT THIS POLICY

This is the Privacy Policy for Velocity Frequent Flyer Pty Ltd. It will help you understand how we collect and handle your personal information and online behavioural data, which we refer to as your Member Data.

We run the Velocity Frequent Flyer program and are part of the Virgin Australia Group (“VA Group”). We collect some of your Member Data from, and share it with, other companies in the VA Group to help them operate and improve their products and services. These VA Group companies are:

  1. Virgin Australia Airlines Pty Ltd
  2. Virgin Australia International Airlines Pty Ltd
  3. Virgin Australia Airlines (SE Asia) Pty Ltd
  4. Virgin Australia Regional Airlines Pty Ltd
  5. Virgin Australia Cargo Pty Ltd
  6. Tigerair Airways Australia Pty Ltd
  7. Torque Solutions (Australia) Pty Ltd (who analyse Member Data to help us better understand you).

You can also read our Privacy Statement for Membership Join which we give you when you join. It covers some of the key points in this Policy.

We’ve organised this Policy to make it as easy as possible to navigate. You can continue reading or use the table of contents above to find information on a specific topic.

3. KEY TERMS USED IN THIS POLICY

To help explain how we collect and use your Member Data, we use some key terms. Taking a moment to understand what these key terms mean will help you understand the Policy.

Velocity/Velocity Frequent Flyer/we/us means Velocity Rewards Pty Ltd and Velocity Frequent Flyer Pty Ltd, the companies that operate the Velocity Frequent Flyer program.

Our Partners are the companies that use the Velocity Frequent Flyer program to offer you benefits. You can view an up-to-date list of Partners on our website at https://experience.velocityfrequentflyer.com/partners-offers/all-partners.

You are a member if you have joined the Velocity program and been issued a Velocity membership number. Everyone else is a non-member.

Member Data is the personal information and online behavioural data that we hold about you if you are a member.

Personal information is information or an opinion about you, or from which you can reasonably be identified. Most information we collect and hold is personal information because we link it to your Velocity membership number.

Online behavioural data is information we collect when you visit our websites or use the Velocity or Virgin Australia mobile applications (“our mobile apps”).  We collect this data using tracking tools like cookies. We will link this data back to you if you are logged in to your Velocity membership account, or if you’ve previously logged in on the same device. If you haven’t logged in, we’ll still collect the data, but we won’t be able to link it back to you. Some of our Partners also collect and share with us online behavioural data about visitors to their websites and mobile apps, including our members.

When we talk about our websites, we mean a website where you have used your Velocity membership account to log in to that website. This includes our main Velocity website, the Virgin Australia website, the Velocity Rewards Store, and the Velocity e-Store.

When we say we handle your Member Data, we mean the collection, use, disclosure, storage and deletion of that data.

When we use your Member Data to select which of our marketing offers to show you online, this is called targeted online advertising. We show you this advertising on social media platforms like Facebook and Instagram, as well as on third party websites.  

Any references to the “Australian Privacy Act” mean the Privacy Act 1988 (Cth), including the Australian Privacy Principles. You can find out more about the Australian Privacy Act and the Australian Privacy Principles from the Office of the Australian Information Commissioner.

4. DATA WE COLLECT ABOUT YOU: MEMBERS

Here we explain the types of Member Data we collect about you when you join our program and throughout your membership.

We collect Member Data that helps us build a picture of who you are, so we can deliver a personalised Velocity experience and show you offers and benefits that we think you will find interesting and relevant.

Here’s when we’ll collect your Member Data and the type of information we’ll collect at each point:

When you become a Velocity member, update your membership details, or enter a competition

We typically ask for details such as your name, address, email address, phone number and date of birth.

When joining the program, we’ll also ask you to set a password, create some security questions, and set a PIN (personal identification number). These details help us to create your Velocity membership account and keep it safe and up-to-date.

You can also choose to tell us other things when you join, including:

  • your travel preferences
  • whether you are a member of another airline loyalty program
  • your sporting and lifestyle interests
  • your household status (such as whether you live alone, with others, with a partner, or with family)
  • your employment details, if you earn Points when you fly for work

When you contact us online, on social media or through our Membership Contact Centre

Depending on how and why you get in touch, we might collect:

  1. information you give us when you make a request, such as a change of name request, Points Transfer or Family Pooling request, or a request for Membership Pause for Parental Leave
  2. feedback, photos and videos you share
  3. recordings of calls to our Membership Contact Centre

When you earn or redeem with us, the VA Group or our Partners

We’ll collect data (including payment information) when you buy products or services from us. That includes when you choose to reward yourself with some shopping in the Velocity Rewards Store.

We’ll also collect data about your transactions with the VA Group and our Partners if you use your Velocity membership number to:

  1. book a flight
  2. link your membership with one of our Partners
  3. transfer Points from a Partner
  4. earn or redeem Points or Status Credits with a Partner
  5. enter a competition

When you interact online with us, the VA Group or our Partners

We collect online behavioural data using online tracking tools on our websites, on our mobile apps, our marketing communications and on our online advertising. Some of our Partners also use these tools on their own websites and apps, and they may share some insights with us to help us understand what marketing offers and content you might find relevant. These tools include cookies, tags and tracking pixels.

Let’s take a closer look at this tech-speak before we go any further.

  1. Cookies are the small amounts of data we send from our websites that are saved by your web browser (for example, Chrome or Safari) or your device (for example, your phone or laptop). They help us recognise what specific device or browser you’re using and identify you (in an online sense) when you return to our websites if you’ve visited before.
  2. Tags are small snippets of code in our websites. They allow us to track your behaviour as you visit and use our websites. We use tags with cookies together, for example to present you with content you were viewing when you last visited our websites.
  3. Tracking pixels (also known as pixel tags or clear GIFs) are tiny, transparent images we place on our websites and online advertising that allow us to track your behaviour in the same way as tags do.

Online behavioural data allows us to learn what you like and don’t like.

The online behavioural data we collect for all visitors to our websites, and all users of our apps, includes:

  1. data that helps us to understand how to improve our websites and mobile apps, including:
            - the operating system of the device you are using
            - your web browser type and your internet service provider (ISP)
  2. data that helps us to understand what visitors to our websites and mobile apps have or haven’t found interesting, including:
            - the date, time and duration of your visit to our website
            - which pages you visited and clicked on our websites and how long you spent on each page
  3. data that helps us to present you with marketing offers and content you may find useful, including:
            - the internet protocol (IP) address of the device you are using, which we use to identify the city you are accessing the internet from
            - the website you arrived from and the website you went to next
  4. your interactions with Velocity’s advertising on third party websites, such as news.com.au or eBay, if that website gives us permission to do so

If you’re not logged in, or you haven’t logged in for a while, the data we collect is anonymous. We use anonymous online behavioural data to operate and improve our websites and mobile apps, but we don’t use it to present targeted online advertising.

If you’re logged in to our websites or our mobile apps, or if you’ve recently logged in using the same device, we can link online behavioural data we collect from you to your Velocity membership account. We’ll also collect:

  1. your interactions with our marketing communications, such as when you open one of our emails
  2. any purchases you make related to us or our Partners, such as if you redeem Points on our Rewards Store or book a flight on the Virgin Australia website
  3. how you use our mobile apps, including the pages you visit and click on, the features you use and any of our websites you visit while using the mobile app
  4. how you interact with push notifications we send to your phone, if you allow us to send you push notifications

When we collect data that’s publicly available to enrich your Member Data

We also collect geodemographic data, which we license through a third party called RDA Research.

It may sound technical, but geodemographics simply takes data from government sources and develops insights about the traits of people who live in particular neighbourhoods. These are then divided into smaller groups based on similarities in income, education and household type. This helps us better understand how attitudes, lifestyles and product tastes vary between people. This data is then applied to you, based on where you live and how old you are.

For example, if you live in an area where there are many large family homes, and you are of family age, we may present you with offers for family trips in the school holidays. Or, if you live in an area where there are lots of apartments, we might present you with offers for singles, couples and groups of friends (of a similar age to you) to go on city breaks over long weekends.

When you provide health and other sensitive information

Sometimes, the data we collect from you might indicate a health or medical condition, your religious beliefs or your sexual orientation. We will only collect this type of data with your consent and won’t use it for marketing purposes. We’ll only use it to process your specific request. This might happen, for example, if you make a request for:

  1. Special Assistance for a travel booking with our airline Partners
  2. a meal for a travel booking (if this indicates a medical condition or religious belief)
  3. a Membership Pause for Parental Leave
  4. a change of name (for example, following marriage)

To help us process some of these requests, we may ask for supporting documents. For example, we may ask for a marriage certificate for a change of name request following marriage.

5. WHY WE COLLECT AND HANDLE YOUR MEMBER DATA
 
We collect and handle your Member Data to operate and improve the Velocity Frequent Flyer program and provide you with the exclusive and useful membership benefits you expect. We want to reward you when you use products and services offered by the VA Group and our Partners.
 

In short, we want you to love being a Member and get the most out of it that we can offer you.

Here’s more on exactly why we collect and handle your Member Data:

To create and manage your membership, we may use your Member Data to:

    1. assess and process your application to join the Velocity Frequent Flyer program

    2. assist you if you contact us by phone, mail, email or on social media

    3. communicate with you about your membership

To help you to earn, redeem and transfer Points and Rewards and to earn Status Credits, we may use your Member Data to:

    1. process transactions where you earn, redeem or transfer Points and Rewards, or earn Status Credits

    2. manage your travel bookings if you redeem Points for a flight or other travel arrangements like hotel or car hire bookings

To promote products and services to you, we may use your Member Data to:

    1. identify offers, products, and services offered by us, the VA Group, and our Partners, which may be of interest to you

    2.market to you (details of our marketing practices are outlined in the sections below)

To operate and improve our program, we may use your Member Data to:

    1. identify new opportunities, including potential new Partners, new offers with existing Partners or improvements to offers

    2. to enable our Partners, such as partner airlines, to recognise you and provide you with benefits when you travel with them

    3. contact you in relation to market research

    4. help us and the VA Group to operate our businesses, including:
           
            - to train our staff
            - to test and develop our systems
            - to comply with our legal, audit, assurance and reporting obligations
            - to investigate and protect against fraud and other illegal activities

6. THIRD PARTIES: COLLECTING AND SHARING YOUR MEMBER DATA
 

We prefer to collect your Member Data directly from you. However, we sometimes collect it from, and share it with, third parties who can help us deliver useful membership benefits to you.

When we share your Member Data with third parties, we always do so in accordance with this Policy. Before we share it, we ensure there are protections in place to keep your Member Data secure and confidential.

Here’s a list of the third parties we may work with and the type of information we may share:

VA Group and Partners

If you use your Velocity membership to earn or redeem Points with the VA Group or our Partners, we’ll collect some Member Data from them and share it with them.

Some Member Data is captured on our Partners’ web channels or point of sales systems and they send it to us. We use this data to calculate the Points you have earned or redeemed with that Partner.

People who act for you

We may collect data from, and share it with, people you’ve authorised to act for you. This may include:

  1. people who book and manage flights and other travel arrangements for you, including corporate bookings
  2. your family members when you use Family Pooling or a Points Transfer to a family member
  3. your authorised representative or lawyer

Third parties who help us to understand what might interest you

These are companies who provide us with:

  1. Market research services
    These include the platforms used to run our member research panel, our monthly member satisfaction survey and send out surveys that help us develop new products or partnerships.

    The companies we work with are Qualtrics and Potentiate.

  2. Geodemographic services
    As described earlier, we use this data to enrich your Member Data and to help us send you relevant offers and benefits, based on where you live and how old you are.

  3. Data matching services
    These services use your Member Data, such as your name and email address, to identify you as a customer of one of our Partners, or of a potential new Partner.

    Data matching with potential new Partners helps us identify whether we share a similar customer base. This helps us assess whether a new Partner would be of interest to our members.

    When we match with existing Partners, we can improve our offers from that Partner to you and include or exclude you from a marketing offer as appropriate. For example, our financial services Partners may wish to exclude you from a marketing offer if you already have an account with them.

    The aim here is to avoid bothering you with things you already know about or that we assume you won’t be interested in.

    We conduct many of our data matching activities through Torque Solutions (Australia) Pty Ltd, which is part of the VA Group. We also use services provided by Equifax Australia.

Third parties who help us to interact with you or run our business

These third parties only use your Member Data to deliver the services we’ve asked them to provide, and they can’t use it for their own purposes. We may collect your Member Data from, and share it with:

  1. digital platforms and marketing technologies such as Facebook, Instagram, Google and Adobe. These companies help us to define our marketing and advertising audiences, and to  deliver marketing offers and targeted online advertising
  2. Placard, who produces and sends membership packs
  3. Rev Australia, who operates the Velocity Global Wallet prepaid travel card
  4. mmw3degrees who produce direct postal mail on our behalf
  5. third parties, including Sitel, who help us with customer support, including call centre functions. Our Membership Contact Centre is also supported by the Virgin Australia Guest Contact Centre
  6. Anisimoff, who help us to run competitions and promotions
  7. technology service providers, such as Amazon Web Services and Amadeus, who provide systems to help us manage your membership.

7. HOW WE USE YOUR MEMBER DATA FOR MARKETING AND ADVERTISING

We use your Member Data to send you marketing and show you advertisements that are personal and relevant.

How we’ll contact you about membership benefits and offers

Offers, promotions and benefits – from us and our Partners – will be delivered via:

  1. email
  2. SMS text message
  3. mail
  4. phone call
  5. push notifications on your mobile device (if you have these enabled on your device)
  6. targeted online advertising on other websites, including through digital platforms (such as Google and Facebook)
  7. personalised advertising on our websites and mobile apps

You can always let us know how you would like us to contact you. We explain how to do this in the next section. Despite our best efforts, we may not always get it right. If you think we’ve slipped up, please contact us and let us know your concerns.

First though, let’s take a more in-depth look at targeted online advertising and personalisation

  • Targeted online advertising
    We mentioned above that we may use your Member Data to show you relevant advertising (from us and our Partners) on other websites. To help target this advertising more precisely to you, we may also (securely) share some of your Member Data with our Partners, digital platforms like Google and Facebook or with other third party websites and mobile apps where we pay for our ads to be shown.

    Of course, you can choose to not receive targeted online advertising from Velocity. You can do this by opting out through your Velocity membership account. Be aware though that you may still see our general advertising if we are paying to run non-targeted ads on a website that you visit.

  • Personalising your visit to our websites and mobile apps
    If you log in to our websites or mobile apps, we may show you personalised offers and content. After you log out of our websites, you may continue to see these unless you clear our cookies from your web browser.

    Unless you log out of our mobile apps, you will remain logged in and may receive personalised offers and content, including push notifications if these are enabled on your device. But we’ll only send these if we think you’ll find them useful.

8. CHANGING YOUR MARKETING PREFERENCES

You’re always in control of your marketing preferences.

We always try to only send offers or show content that is relevant and useful. We do this by basing what we show or send you on your Member Data.

Sometimes, though, you might want to change what you’re receiving or seeing from us. No hard feelings! The table below shows you how to control what marketing and other updates you receive from us.

Please be aware that even if you opt out of all Velocity marketing communications, we’ll still contact you about important matters. These include changes to our membership terms, password reset requests, and membership status changes.

How we contact you about membership benefits and offers   How to say “Thanks, but no thanks”
All content Log in to your Velocity membership account and update the options under ‘My Preferences’.
Marketing emails Click on the ‘Unsubscribe’ link in the email we send you to opt out of that email content category.
If you want to stop receiving all marketing emails from us, you’ll need to log in to your Velocity membership account and unsubscribe from all categories under ‘My preferences’.
Marketing SMS text messages Either reply to the text message with the word ‘UNSUB’ or opt out of text messages in the ‘My Preferences’ section of your Velocity membership account.
Our mobile app notifications on your mobile device You can change your push notification settings on your mobile device or in the ‘Settings’ section of our mobile apps.
You’ll continue to receive in-app messaging and personalised offers, unless you log out of the app.
Targeted online advertising shown on digital platforms and third party websites, paid for by Velocity

Update your Velocity preferences by unchecking the ‘Targeted online advertising’ option in ‘My Preferences’. By unchecking this option, you’ll stop seeing all targeted online advertising using your Member Data.

If you only want to stop seeing targeted online advertising about certain communication preference categories, update the ‘My Preferences’ section of your Velocity membership account. 

You may still see advertising from us after taking this step.  This is because we may also be running non-targeted advertising with the third party platform, which they present to a wide audience.

If you want to find out more about managing the advertising you see:

For Google, refer to https://support.google.com/ads/answer/2662922?hl=en-AU

For Facebook, refer to https://www.facebook.com/help/146952742043748?helpref=related

This link also explains how you can stop seeing all content from us on Facebook.

If you use this option in Facebook, you may also still see advertising from other companies in the VA Group, such as Virgin Australia, even if you choose to stop seeing all content from Velocity. You’ll need to opt-out of Facebook advertising for each company separately.

Phone marketing

Update the ‘telemarketing offers’ option in the ‘My Preferences’ section of your Velocity membership account.

You can also tell your call centre agent that you no longer wish to receive phone marketing. 

You can also add your phone numbers to the Australian Government’s Do Not Call Register, so you won’t receive any unwanted telemarketing calls. You can do this at https://www.donotcall.gov.au.

Marketing postal mail

Write to us at Velocity, PO Box 1034, Spring Hill QLD 4004

Or call us on 13 18 75.

Membership card packs by postal mail

Write to us at Velocity, PO Box 1034, Spring Hill QLD 4004

Or call us on: Australia: 13 18 75, New Zealand: 0800 230 875,                

Other locations: +612 8667 5924.

9. INFORMATION WE COLLECT ABOUT YOU: NON-MEMBERS

Even if you’re not a member, we still treat your privacy seriously and we will always handle your personal information as explained in this Policy and as permitted by the Australian Privacy Act.

We collect and handle personal information about non-members, including:

  1. job applicants 
  2. travel and booking agents
  3. a Velocity member’s authorised representatives
  4. our suppliers and other people we do business with

We handle this information to operate Velocity and manage our commercial relationships with suppliers and other third parties. However, we won’t use or disclose it for marketing purposes, unless you allow us to.
 

10. HOW WE KEEP YOUR MEMBER DATA SECURE

We’ve built security measures into our systems and processes to protect your Member Data.

We hold your Member Data in our technology systems, databases, telephone recordings and sometimes, in paper files.

When it comes to security, rest assured that we take active steps to protect your Member Data from being accessed, shared, changed or stolen by unauthorised people or companies. We do this by having physical, electronic, and network security systems controls, and we monitor for security violations. We also limit who can access your Member Data, and we train our people to keep your Member Data safe and secure.

We use third parties to process and store some Member Data, including in the cloud. Public cloud service providers sell computing services that share resources and storage between many users. This allows us to access software, tools and storage over the internet, rather than build and host these on our premises. Our public cloud service providers include Amazon Web Services and Microsoft Azure.

Where we store or process your Member Data in a public cloud service, we ensure that our service providers have controls in place to protect the data and keep it separate from other users of the service.
 

11. SHARING YOUR MEMBER DATA OUTSIDE AUSTRALIA

Sometimes we need to share your Member Data with overseas companies.

Our members can access benefits from Australian and international Partners. We share your Member Data overseas only if needed to process transactions or provide services to you.

We also use overseas third party service providers. As part of our ordinary operations, these third party service providers are located in Canada, Denmark, France, Germany, Hong Kong, India, Ireland, Italy, Japan, Malaysia, New Zealand, Paraguay, Poland, Singapore, The Philippines, Turkey, United Kingdom and United States of America.

12. HOW TO ACCESS AND CORRECT YOUR MEMBER DATA

Under the Privacy Act, you have the right to ask for access to your Member Data and ask us to correct it if it is inaccurate.

You can view and update some of your Member Data by logging in to your Velocity membership account. In your account, you can update your contact details, view your transaction activity and update your communications preferences.

Can’t find what you need? Call our Membership Contact Centre between 8am-8pm (AEDT) Monday to Friday on:

Australia - 13 18 75
New Zealand - 0800 230 875
Other International Locations - +61 2 8667 5924

You can also contact our Privacy Officer directly. Find contact details in the ‘Contact Us’ section below.

Some things to keep in mind when making a request

  1. We’ll need to verify your identity before we can process your request.
  2. We’ll respond to your request as soon as we can and provide you with access to your Member Data in the way you have requested, as long as your request is reasonable. 
  3. If we need to give you access in a way that’s different to your request, we’ll discuss this with you. 
  4. Occasionally, we might refuse to correct or give you access to your Member Data. For example, if we believe that your request will have an unreasonable impact on the privacy of someone else, or if we are investigating possible illegal activity and giving you access might affect those investigations. If we can’t correct or give you access to your Member Data as requested, we’ll let you know why in writing. If you disagree with us, you can let us know using the complaints procedure which we outline below.

If we cannot correct your Member Data, you can ask us to make a note in your Velocity membership account that you believe your Member Data is inaccurate, out-of-date, irrelevant or misleading.
 

13. HOW TO CONTACT US

Snail mail or email? It’s your choice:

privacy@virginaustralia.com

Privacy Officer
PO Box 1034
Spring Hill QLD 4004

14. HOW TO MAKE A COMPLAINT

Do you have a concern about how we have handled your Member Data? Tell us.

If you have a complaint about how we have handled your Member Data, you can contact us using the contact details above.

Once we’ve received your complaint, we’ll investigate and respond to you within a reasonable period of time.

We take every privacy complaint seriously and will deal with your complaint fairly and promptly.

However, if you are not satisfied with our response or how we handled your complaint, you may complain to the Office of the Australian Information Commissioner (in writing) at:

Office of the Australian Information Commissioner (OAIC)
GPO Box 5218 Sydney NSW 2001 Phone: 1300 363 992
TTY: 1800 620 241
email: enquiries@oaic.gov.au
 

15. CHANGES TO THIS POLICY
We may update this Policy from time to time. This Policy was last updated on 28 February 2020. We will post all updates to our privacy page.