|1. Our commitment to your privacy||9. Changing your marketing preferences|
|2. About this policy||10. Information we collect about you: Non-Members|
|3. Key terms used in this policy||11. How we keep your personal and online behavioural data secure|
|4. Data we collect about you: Member Data||12. Sharing your personal information and online behavioural data outside Australia|
|5. Why we collect and handle your Member Data||13. How to access and correct your personal information|
|6. Third parties: collecting and sharing your Member Data||14. How to contact us|
|7. How and why we collect, handle and share benefit user data in connection with the Velocity Business Program||15. How to make a complaint|
|8. How we use your member data and benefit user data for marketing and advertising||16. Changes to this policy|
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 personal information and online behavioural 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 information to us, you are trusting us with it, and so we work hard to protect it.
We run the Velocity Frequent Flyer program and the Velocity Business Program, and are part of the Virgin Australia Group (“VA Group”). We collect some of your personal information and online behavioural 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:
If a business you work for is a Velocity Business Program member, or you travel on a booking that is linked to a Virgin Australia Business Flyer and Velocity Business Program account, you can read our Privacy Statement for Virgin Australia Business Flyer and Loyalty and section 7 of this policy for information about how we collect and handle your personal information and online behavioural data in connection with these programs.
You can also read our Privacy Statement for Membership Join which we give you when you join our Velocity Frequent Flyer program. 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 personal information and online behavioural 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 and Velocity Business Program.
Our Partners are the companies that use our programs to offer benefits to you and our Velocity Business Program members. You can view an up-to-date list of Velocity Frequent Flyer program Partners on our website at https://experience.velocityfrequentflyer.com/partners-offers/all-partners.
You are a member if you have joined the Velocity Frequent Flyer program and been issued a Velocity membership number. Everyone else is a non-member or, if they are associated with a business that is a Velocity Business Program member, a benefit user.
Member Data is the personal information and online behavioural data that we hold about you if you are a member.
Benefit User Data is the personal information and online behavioural data that we hold about you if you are a benefit user, meaning you are associated with a business that is a Velocity Business Program member. See section 7 for an explanation of how and why we collect, handle and share Benefit User Data.
Our programs include the Velocity Frequent Flyer program which is our loyalty program for individuals and the Velocity Business Program which is our loyalty program for small and medium businesses. Virgin Australia Business Flyer is the small and medium business program operated by Virgin Australia Airlines Pty Ltd and linked to the Velocity Business Program.
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 a Velocity Business Program 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 or a business’ Velocity Business Program account to log in to that website. This includes our main Velocity website, the Virgin Australia website, the Velocity Rewards Store, the Velocity e-Store and the Velocity Business Program portal.
When we say we handle your personal information and online behavioural data, we mean the collection, use, disclosure, storage and deletion of that data.
When we use your personal information and online behavioural data which can be linked back to you 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: MEMBER DATA
Here we explain the types of personal information and online behavioural data we collect about you when you join our Velocity Frequent Flyer program and throughout your membership. We refer to this as your Member Data.
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:
4.1 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:
4.2 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:
4.3 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:
4.4 When you interact online with us, the VA Group, our Partners, or our providers
We collect online behavioural data using online tracking tools on our websites, mobile apps, marketing communications and our online advertising. These tools include cookies, tags and tracking pixels. Online behavioural data allows us to learn what you like and don’t like.
Some of our Partners and service providers also use these tools on their own websites and apps and may share insights with us to help us understand what marketing offers and content you might find relevant.
The information we collect through tracking tools includes:
4.5 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.
4.6 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:
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.
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:
5.1 To create and manage your membership, we may use your Member Data to:
5.2 To help you to earn, redeem and transfer Points and Rewards and to earn Status Credits, we may use your Member Data to:
5.3 To promote products and services to you, we may use your Member Data to:
5.4 To operate and improve our program, we may use your Member Data to:
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:
6.1 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.
6.2 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:
6.3 Third parties who help us to understand what might interest you
These are companies who provide us with:
6.4 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:
7. HOW AND WHY WE COLLECT, HANDLE AND SHARE BENEFIT USER DATA IN CONNECTION WITH THE VELOCITY BUSINESS PROGRAM
Here we explain the types of personal information and online behavioural data we collect about you if you are associated with a business that is a Velocity Business Program member, how we collect it, why we collect and handle it and how we share it with third parties. We refer to this as your Benefit User Data.
We operate the Velocity Business Program so that business members and individuals associated with those businesses can receive recognition and benefits for bookings linked with their Virgin Australia Business Flyer account and eligible transactions with Partners. The Velocity Business Program is subject to the Velocity Business Program Terms.
If you are associated with a business that is a Velocity Business Program member, we refer to you in this policy as a benefit user. Where the Velocity Business Program allows you to earn Velocity Frequent Flyer program benefits on Velocity Business Program transactions, we may collect and handle your Member Data (in your capacity as a member) and Benefit User Data (in your capacity as a benefit user) for the same transaction.
7.1 How we collect your Benefit User Data
Here we explain the types of Benefit User Data we collect about you in connection with the Velocity Business Program.
We collect your Benefit User Data so that we can provide recognition and benefits to the Velocity Business Program member and you, deliver a personalised Velocity experience and show you offers and benefits that we think are interesting and relevant to you and the business member.
Here’s when we’ll collect your Benefit User Data and the type of information we may collect at each point:
Your linked bookings and any Velocity Point transfers made to you may be visible to the Velocity Business Program member and its authorised users in the Velocity Business Program portal.
7.2 Why we collect and handle your Benefit User Data
We collect and handle your Benefit User Data to operate and improve the Velocity Business Program, including to provide or arrange benefits for the Velocity Business Program member and you.
More specifically, we may collect and handle your Benefit User Data to:
7.3 Third parties: Collecting and sharing your Benefit User Data
To facilitate the link between Virgin Australia Business Flyer and the Velocity Business Program, we collect from, and share with the VA Group, Benefit User Data collected or generated in operating these programs.
We collect personal information and share personal information with the Velocity Business Member you are associated with, as set out in this section 7. We may also collect Benefit User Data from, and share it with:
8. HOW WE USE YOUR MEMBER DATA AND BENEFIT USER DATA FOR MARKETING AND ADVERTISING
We may use personal information and online behavioural data to send you marketing and show you advertisements that are personal and relevant.
How we’ll contact you about benefits and offers
Offers, promotions and benefits – from us and our Partners – may be delivered via:
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 some examples of targeted online advertising and personalisation for members
9. 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 personal information and online behavioural 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:
How members can say “Thanks, but no thanks”
|How we contact you about membership benefits and offers||How can members 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.
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.
How benefit users can say “Thanks, but no thanks”
If you are a benefit user associated with a Velocity Business Program member, you can opt-out of certain Virgin Australia Business Flyer and Velocity Business Program marketing by using the unsubscribe facilities in marketing emails and SMS text messages sent to you.
If you want to opt-out of other types of Virgin Australia Business Flyer or Velocity Business Program direct marketing, please contact us at email@example.com.
10. 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:
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.
11. HOW WE KEEP YOUR PERSONAL INFORMATION AND ONLINE BEHAVIOURAL DATA SECURE
We’ve built security measures into our systems and processes to protect your personal information and online behavioural data.
We hold your personal information and online behavioural 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 personal information and online behavioural 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 personal information and online behavioural data, and we train our people to keep your personal information and online behavioural data safe and secure.
We use third parties to process and store some personal information and online behavioural 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 personal information and online behavioural 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.
12. SHARING YOUR PERSONAL INFORMATION AND ONLINE BEHAVIOURAL DATA OUTSIDE AUSTRALIA
Sometimes we need to share your personal information and online behavioural data with overseas companies.
Our Partners are located in Australia and overseas.
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.
13. HOW TO ACCESS AND CORRECT YOUR PERSONAL INFORMATION
Under the Privacy Act, you have the right to ask for access to your personal information 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. If you are a benefit user associated with a Velocity Business Program member, you cannot view or update your Benefit User Data through your personal Velocity membership account but you can ask the Velocity Business Program member’s key contact or an account administrator to update your details in the portal.
Don’t have an account or can’t find what you need? If you are a member, 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
If you are a benefit user associated with a Velocity Business Program member, call the Virgin Australia Business Flyer team between 7:30am – 7pm (AEST) Monday to Friday or 8am – 5pm (AEST) Saturday, on 1300 246 498 (Australia only).
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
If we cannot correct your personal information, you can ask us to make a note, including in your Velocity membership account (if applicable), that you believe your personal information is inaccurate, out-of-date, irrelevant or misleading.
Snail mail or email? It’s your choice:
PO Box 1034
Spring Hill QLD 4004
15. HOW TO MAKE A COMPLAINT
Do you have a concern about how we have handled your personal information or online behavioural data? Tell us.
If you have a complaint about how we have handled your personal information or online behavioural 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