Complaints Handling Policy

Precision Intel prides itself on the high quality of service it provides. We will do our best to answer any reasonable enquiry about how our business affects individuals. If an individual has a grievance or dissatisfaction relating to our products and services we want to be able to resolve their complaint as quickly as possible and to make sure that we prevent the recurrence of the problem both for that individual and for others.

This policy is made publicly available in hard copy form on request.

This policy applies to any enquiry or complaint from individuals about any aspect of Precision Intel business that affects them.

Precision Intel requests all its business customers to refer any enquiries or complaints from individuals about personal information in any of our products directly to our Privacy Officer.

This Complaints Handling Policy is in compliance with the relevant industry standards and expected customer requirements.

The company employs a Privacy Officer who logs and answers all enquiries and complaints. All enquiries are handled promptly, with formal responses made in writing if requested and filed for future reference.

Only the Privacy Officer may record and deal with a complaint. All complaints are assigned a unique reference number. All communication both verbal and written is recorded in a complaints register.

The Privacy Officer reports directly to the CEO of Precision Intel, who takes ultimate responsibility for compliance with all regulatory requirements.

5.1 Lodge complaint: You may lodge a complaint with us by email or post using the contact details below. All complaints must clearly state the nature of the problem and give sufficient information so that we can understand and deal with the problem and verify that you are the person concerned. Interpretation will be arranged if required. This will usually require you to supply, and for us to verify, at least your name and address particulars and/or telephone number.

5.2 Acknowledge complaint: The Privacy Officer confirms receipt of your complaint to you.

5.3 Negotiation process: The Privacy Officer clarifies facts if required, reviews data and data sources and suggests possible solutions. If the complaint is about personal information alleged to be incorrect, the access and correction provisions of our Privacy Policy will apply.

If a solution cannot be agreed the problem will be escalated to the CEO, who will make a final internal determination.

5.4 Finalising dispute: Once the matter is finalised the customer is advised, in writing if requested, of the reasons for our determination. If the complaint concerns a privacy matter, the individual is advised of their right to take the matter to the Privacy Commissioner, and contact details are provided.

All verbal and written correspondence and final determination is filed in the Precision Intel complaints register.

Steps 5.1 and 5.2 of the General Procedure apply. If the complaint alleges that an unauthorised enquiry has been made on them, then Precision Intel will immediately contact the company that made the enquiry and ascertain the purpose of this enquiry and provide you the supporting consent authorisation for the enquiry that was made and/or any other relevant information that relates to the enquiry.

If the complainant thinks that any personal information Precision Intel holds about them is inaccurate, they can email us and we will take reasonable steps to ensure that it is corrected, as set out in our Privacy Policy.

Our target is to have a response and, where necessary, a resolution back to the customer within 2 business days.

Email: privacy@precisionintel.io

Mail, Attn: Privacy Officer, Precision Intel, PO Box 37223 Parnell, Auckland 1151

If a complainant is dissatisfied with our response after escalation within Precision Intel, they can appeal to external bodies.

If you are not satisfied with the outcome of your complaint you may complain to the Privacy Commissioner. The Privacy Commissioner generally expects an individual to have exhausted internal complaint processes before accepting a complaint for investigation. Details of how to complain can be found on:

1. (a)

   For New Zealand consumers, the Commissioner’s website: www.privacy.org.nz.

2. (b)

   For Australian consumers, OAIC’s website: www.oaic.gov.au

In New Zealand, some cases that cannot be settled can be taken to the Human Rights Review Tribunal.

Precision Intel will handle all reasonable enquiries and complaints from individuals free of charge, but reserves the right to levy a small charge for access to personal information under the Privacy Act, and to recover costs in the event of any frivolous or vexatious complaints.

All Precision Intel employees receive training in their responsibilities in relation to the rights of individuals whose personal information we hold, including the enquiries and complaints process.

The Privacy Officer receives specific training to keep up to date with developments in consumer affairs, complaint handling and relevant regulatory requirements.

Precision Intel is committed to continuous improvement in its handling of enquiries and complaints and will keep this policy under review in the light of experience.

Periodically complainants will be surveyed for satisfaction and review of the process will have regard to internal performance standards.

Precision Intel will keep statistics of enquiries and complaints and make these available to external agencies if required so as to demonstrate its commitment to continuous improvement.

Please contact us if you wish to opt out. This opt out only relates to Precision Intel marketing. You may also ask us not to share your personal information with our clients, and we will retain your information on our own suppression list.

1. (a)

   New Zealand consumers can sign up to the Do not Call and Do not Mail lists at www.marketing.org.nz/do-not-call-do-not-mail.

2. (b)

   Australian consumers can register with the Do Not Call Register at www.donotcall.gov.au and the Do Not Mail register at https://adma.com.au/regulatory/do-not-mail.