Issued by: Cooke Industries Pty Ltd, referred to herein as “we”, “us” or “our”.
Effective: 22/10/2026
1. About this Policy
1.1 This Privacy Policy explains how we collect, use, disclose and protect personal information when you deal with us, whether through our website, by email, by phone, through social media (including Instagram), through competitions and promotions, or in any other way.
1.2 It applies to customers, prospective customers, trade contacts, competition entrants and anyone else who contacts us or whose personal information we receive.
1.3 By using our website or contacting us, you acknowledge that you have read this Policy. You have rights under the Australian Privacy Principles (APPs) that this Policy cannot waive, including the right to deal with us anonymously or by pseudonym where practicable. Providing incorrect or misleading information may limit our ability to give you accurate information and support.
2. What we collect
We collect information you give us directly and information about how you use our website and services. This includes, but is not limited to:
- Contact and business details: name, business name, email address, phone number, country of residence and your role.
- Enquiry and support details: the content of your messages, product and order details, and notes of calls and conversations.
- Competition and promotion details: photos and other content you submit, your business name and Instagram handle, the name you want credited, and any details you give us to deliver a prize.
- Information about other people: where content you submit includes someone else, we may hold their personal information. See section 6.
- Device information: IP address, device location, browser type.
- Usage information: pages visited, time on page, link and button interactions, and navigation.
We do not ask for sensitive information (such as health or financial information). Please do not include it in your messages or photos.
3. How we collect it
We collect personal information through:
- in-page forms on our website;
- email and phone, including notes we make during calls;
- Instagram and other social media, including direct messages, tagged posts and posts using our hashtags;
- competitions and promotions;
- cookies and third-party analytics tools; and
- other people, such as a colleague or business who gives us your contact details for a legitimate business purpose.
4. How we use it
We use personal information to:
- respond to your enquiries and provide support, products and services;
- improve the products we manufacture;
- update our troubleshooter, tutorials and FAQ pages;
- develop general marketing and advertising materials (we will not publish material that identifies you or your business without your consent);
- train our staff;
- inform business decisions about our processes and procedures;
- run competitions and promotions, including judging, notifying winners and delivering prizes;
- send you marketing communications in line with section 7; and
- meet our legal obligations.
5. Images and competition entries
5.1 Photos you submit to a competition or promotion are handled under our Image Procurement, Rights, Consent & Usage Policy (the Image Policy) and the terms of that promotion, in addition to this Policy. The Image Policy sets out when we may use a photo, how we credit you and how you can revoke our right to use it.
5.2 We publish a winner’s name, business name and photos only as permitted by the promotion terms and the Image Policy.
5.3 If you submit a photo showing another person, you must have their consent as required by the Image Policy.
6. Information about other people
If you give us personal information about someone else, you confirm that you are entitled to do so and that they know we will handle their information as described in this Policy. If you think we hold your personal information because someone else gave it to us, contact us and we will tell you how we got it.
7. Consent and marketing communications
7.1 When you give us your personal or business contact details, we treat this as your consent to use them to respond to your enquiry and for reasonable follow-up or future correspondence related to that contact.
7.2 We send marketing communications only where you have expressly consented, or where consent can reasonably be inferred from your relationship with us or from business contact details you have conspicuously published or given us in a business context. If you give us contact details on behalf of a business, we treat this as consent to send marketing related to that business, unless the business has previously opted out.
7.3 Every marketing email or message we send via bulk EDM services, such as Mailchimp or Sender.net, identifies us and includes a working unsubscribe option. You may also withdraw consent at any time by contacting us. We will action opt-outs within five (5) business days.
7.4 Once you have opted out, we will not send further marketing unless you expressly consent again.
7.5 We do not make marketing calls to numbers on the Do Not Call Register unless the law permits it.
8. Communication preferences
You may tell us how you prefer to be contacted. Phone calls are available to Australian customers only. Responses to enquiries may take up to three (3) business days. We ask that you be considerate and respectful to our staff.
9. Cookies and analytics
Our website uses cookies and third-party analytics tools, including Google Analytics, to understand how the site is used and to improve it. You can control cookies through your browser settings. Disabling them may affect how the site works.
10. Disclosure of personal information
10.1 We do not sell personal information, and we do not disclose it to third parties for their own marketing.
10.2 We may disclose personal information:
- with your consent, including your written consent;
- to service providers who help us run our business, such as website hosting, email and analytics providers, couriers delivering prizes or orders, and marketing agencies and media providers working for us, who must handle it only for the purpose we give it to them;
- where required or authorised by law, including to courts, regulators and law enforcement agencies; and
- to a buyer or successor if our business is sold or restructured, on the basis that this Policy continues to apply.
10.3 Competition winners are announced publicly on our social media channels.
10.4 Some of our service providers, including social media and analytics platforms, store data outside Australia, including in [list countries, e.g. the United States]. Before disclosing information overseas, we take reasonable steps to make sure the recipient handles it in line with the APPs.
11. Security and data breaches
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. If a data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as the law requires.
12. How long we keep it
We keep personal information only as long as we need it for the purposes in this Policy or as the law requires. As a guide:
| Information | How long we keep it |
|---|---|
| Enquiry and support records | 7 years after the last contact |
| Marketing contact details | Until you opt out, then a suppression record only |
| Photos licensed to us | While the licence is in force, then until materials produced before revocation are exhausted |
| Website analytics data | 36 months |
When we no longer need personal information, we destroy or de-identify it.
13. Access, correction and complaints
13.1 Under the APPs, you can ask to see the personal information we hold about you and ask us to correct it if it is inaccurate, out of date, incomplete or misleading.
13.2 You can also ask us to delete your information. We will do so unless we need to keep it for legal or legitimate business reasons, and we will tell you if we can’t.
13.3 To make a request, contact us. We will respond within a reasonable time, and no later than 30 days.
13.4 If you have a complaint about how we have handled your personal information, contact us first and we will investigate and reply in writing. If you are not satisfied, you can complain to the OAIC at oaic.gov.au.
14. Automated decision-making
We do not currently use computer programs to make, or substantially help make, decisions that could significantly affect your rights or interests.
15. Children
Our website, communications and competitions are aimed at businesses and adults. We do not knowingly collect personal information from children.
16. Links to other sites
Our website and social media posts may link to other sites, including Instagram. We are not responsible for the privacy practices of those sites, and their policies apply when you use them.
17. Changes to this Policy
We may update this Policy to reflect changes in our practices or the law. Earlier versions are available on request.
18. Contact us
Privacy enquiries: info@cookeindustries.com.au
Post: See bottom of page.
Website: contact us