1. The personal information we collect

Depending on how you deal with AIA, we may collect personal information such as your name, contact details, date of birth, nationality, passport or identity details, visa history, work and education information, family details, correspondence records, billing information and the documents you provide to us in connection with a migration matter.

Where it is reasonably necessary for a migration matter and permitted by law, we may also collect sensitive information such as health information, criminal history information or other information that is relevant to visa eligibility, sponsorship or compliance requirements.

When you use the Site, standard technical information may also be collected by the website, hosting or security systems, such as your IP address, browser information, device information and pages visited.

2. How we collect personal information

We usually collect personal information directly from you when you contact us, complete forms, submit documents, subscribe to updates, attend a consultation, or communicate with us by phone, email or through the Site.

We may also collect information from third parties where you have authorised that collection or where it is otherwise permitted by law. Depending on the matter, that may include family members, sponsors, employers, referees, translators, education providers, government agencies, service providers or other people involved in your migration matter.

3. Why we collect, hold, use and disclose personal information

We collect, hold, use and disclose personal information so that we can operate our website and business, respond to enquiries and provide migration-related services. That includes:

• assessing your enquiry and communicating with you about visa, sponsorship, citizenship or related matters
• providing immigration assistance, consultations and professional services
• preparing, managing and progressing applications, submissions and supporting documents
• liaising with government agencies, employers, sponsors, education providers and other authorised third parties involved in your matter
• maintaining records, managing billing and administration, and meeting legal, regulatory and professional obligations
• sending service updates or marketing communications where permitted by law, and processing opt-out requests

4. Overseas disclosures

Because migration matters often involve offshore clients, overseas family members, sponsors, employers or other participants, AIA may disclose personal information outside Australia where this is reasonably necessary for the services we provide or where otherwise permitted by law.

We may also use service providers or technology platforms that store or process information in Australia or overseas. Where the Privacy Act requires it, we take reasonable steps to ensure overseas recipients handle personal information consistently with Australian privacy requirements.

The likely overseas locations will depend on the particular migration matter, the client’s location and the service providers used at the time. Where it is practicable to do so, we will identify likely overseas recipients or countries at or before the time we collect the relevant information.

5. How we hold and protect personal information

We hold personal information in electronic systems, communications platforms, practice records and, where required, physical files. We use administrative, contractual and technical measures that are reasonable in the circumstances to help protect the personal information we hold from misuse, interference, loss, unauthorised access, modification or disclosure.

No method of transmission over the internet or electronic storage is completely secure. Even so, we take reasonable steps to protect personal information and to limit access to people who need it for business, legal or service-delivery purposes.

6. Access and correction

You may request access to the personal information we hold about you, and you may ask us to correct personal information that is inaccurate, out of date, incomplete, irrelevant or misleading. Requests can be made using the contact details below.

There is no charge for making an access request. If a charge applies for giving access, it will only be a reasonable, non-excessive charge and we will let you know in advance. We may refuse access in some circumstances permitted by the Privacy Act, and if that happens we will explain the basis for the refusal unless we are not required to do so by law.

7. Direct marketing and communications

If you subscribe to updates or we are otherwise permitted to contact you for marketing purposes, you can opt out of future marketing communications at any time by using the unsubscribe option in the communication or by contacting us directly.

8. Complaints

If you believe we have mishandled your personal information or breached the Australian Privacy Principles, please contact us in writing using the details below and give us enough information to understand the concern.

We will review the complaint and generally aim to respond within 30 days. If you are not satisfied with our response, or if the complaint is not resolved, you can contact the Office of the Australian Information Commissioner (OAIC).