Privacy Policy
OAK Business Services is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone, dates of birth, etc.
This Personal Information is obtained in many ways including interviews, correspondence, by telephone and text messages, by email, via our website oakbusinessservices.com.au, from your website, from media and publications, from other publicly available sources and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
• Third parties where you consent to the use or disclosure; and
• Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
OAK Business Services will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us at:
PO Box 2128, Fountain Gate, Victoria, 3805
info@oakbusinessservices.com.au
Dispute Resolution
Complaints Handling Policy
As a member firm of Chartered Accountants Australia and New Zealand, OAK Business Services aspires to achieve the highest ethical, technical and professional standards of conduct and performance. The Institute’s By-laws, Code of Ethics, Standards and Regulations provide the framework for this to be achieved.
The Code of Ethics sets out the professional and ethical requirements for members and is based on the fundamental principles of integrity, objectivity, professional competence and due care, confidentiality and professional behaviour.
In complying with the Code of Ethics, By-laws, Standards and Regulations, it is the responsibility of OAK Business Services to not only take into account the requirements of our clients but also to have regard to the public interest and the accountancy profession as a whole.
Where you have a complaint or dispute with OAK Business Services, Chartered Accountants Australia and New Zealand requires that you first advise us, both verbally and in writing. You can do so by completing sending an email to: complaints@oakbusinessservices.com.au
What Happens With Your Complaint
We will acknowledge receipt of your complaint by letter within 7 to 10 working days.
A Director of OAK Business Services will review the matter and advise if any further information is required.
If you do not to provide additional information where requested we will not be able to investigate your complaint. If this occurs you will be advised in writing.
Once sufficient information has been provided to allow your complaint to be assessed we will formally review the matter. Depending on the complexity of the matter, information provided and response times (where additional information is requested) the period of investigation may be between 2-3 months.
Once the Directors have reviewed your complaint you will be advised of the outcome in writing. This will allow OAK Business Services to explain or rectify the situation. Rectification may include remedial work, an apology, a reduction or refund of fees, the provision of information or otherwise.
What To Do If You Are Not Satisfied With How OAK Business Services Has Handled Your Complaint
If you are not satisfied with the outcome of the investigation you should contact Chartered Accountants Australia and New Zealand – details of how to make a complaint can be found here:
https://www.charteredaccountantsanz.com/about-us/complaints/complaints-about-a-member
Chartered Accountants Australia and New Zealand also provides a mediation service to assist with resolving disputes. The mediation involves face-to-face negotiation with the assistance of Institute-appointed expert mediators who will help facilitate discussions with the view to promoting an outcome acceptable to both parties.
Both parties must agree to the mediation which involves a formal process including the signing of mediation agreements and payment of agreed fees. Because Chartered Accountants Australia and New Zealand absorbs the cost of administering and operating this service each request for mediation will be assessed on its merits as to the cost effectiveness of proceeding with the process. All decisions will remain at Chartered Accountants Australia and New Zealand discretion.
Enquiries about mediation, in the first instance, should be made to Chartered Accountants Australia and New Zealand Service Centre on 1300 137 322.