01About this policy
Outlook Immigration and Consulting Pty Ltd trading as Outlook Immigration (ABN 16 669 986 181) ("we", "us", "our") provides migration advice and assistance through registered migration agents, and education counselling services. This policy explains how we manage personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and our confidentiality obligations under the Code of Conduct for registered migration agents.
By using our website, contacting us or engaging our services, you acknowledge that your personal information will be handled as described in this policy.
02Information we collect
We only collect personal information that is reasonably necessary to provide our services. Depending on your circumstances, this may include:
- Identity and contact details, such as your name, date of birth, nationality, address, email and phone number
- Passport, visa, travel and immigration history details
- Education, qualifications, English test results, employment history and skills assessment information
- Family and relationship information, including details of partners, children and sponsors
- Financial information, such as income, assets, business records and payment details
- Information you provide in enquiries, bookings, complaints, feedback and reviews
- Technical information about your use of our website (see our Cookie Policy)
- Electronic signing records when you sign documents through our secure signing portal, such as the date and time, your device and browser details, your drawn signature and a record verification code
Sensitive information
Visa applications often require sensitive information, such as health information, criminal history, racial or ethnic origin, religious beliefs or information about your relationships. We only collect sensitive information with your consent, or where it is required or authorised by law, and we handle it with particular care.
Medical records and health information are also handled in line with the Health Records Act 2001 (Vic).
03How we collect information
We collect personal information directly from you wherever possible, for example when you complete a form on our website, book an appointment, email or call us, attend a consultation or send us documents.
Sometimes we collect information from third parties, such as your sponsor, employer, education provider, family members, other professionals acting for you, or government bodies, where you have authorised this or it is reasonable in the circumstances. If we receive personal information we did not ask for, we will deal with it as the APPs require.
You can choose to deal with us anonymously or using a pseudonym for general enquiries. However, we cannot provide migration advice or lodge applications without identifying you.
04How we use your information
We use your personal information to:
- Assess your eligibility and provide migration advice and education counselling
- Prepare, lodge and manage visa, nomination, sponsorship, review and citizenship applications
- Communicate with you and with government bodies and other parties on your behalf
- Manage bookings, invoices, payments and our Agreement for Services and Fees
- Respond to enquiries, complaints and feedback
- Meet our legal, regulatory and professional obligations, including record-keeping
- Improve our services and website, and, with your consent, send you updates
05Who we share information with
We only disclose your personal information for the purpose it was collected, for a related purpose you would reasonably expect, with your consent, or where required or authorised by law. This may include:
- The Department of Home Affairs, the Administrative Review Tribunal and other Australian government agencies
- Skills assessing authorities, education providers, state and territory nominating bodies and Austrade
- Your sponsor, employer, nominator or authorised representatives, where relevant to your matter
- Health examination, police certificate and translation providers
- Our professional advisers, insurers and the Office of the Migration Agents Registration Authority (OMARA) where required
- Trusted service providers who help us operate, such as IT, cloud storage, email, CRM, booking (Cal.com) and payment (Stripe) providers
We require our service providers to protect your information and use it only to provide services to us. We do not sell your personal information.
06Overseas disclosure
Some of our team work from our office in Una, India, and some of our service providers store data in other countries, including the United States and the European Union. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs, as required by APP 8.
07Direct marketing
With your consent, we may send you visa updates, newsletters and information about our services. You can opt out at any time by using the unsubscribe link in our emails or by contacting us. We will not use sensitive information for marketing.
08Use of artificial intelligence
We may use business-grade artificial intelligence (AI) tools, such as research and document drafting assistants, to help us work efficiently. When we do:
- We only use AI tools under business terms that prevent your information being used to train the tool or being disclosed to third parties.
- Our staff are not permitted to enter client information into free or personal AI accounts.
- A registered migration agent reviews and verifies any AI-assisted work and remains fully responsible for all advice.
- AI is not used to produce translations relied on in your matter, and NAATI-certified translation requirements still apply.
- We may disclose the use of AI where the Department of Home Affairs or a tribunal requires it.
Your Agreement for Services and Fees records your consent to our use of AI tools, which you can withdraw at any time by writing to us.
09How we protect your information
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include secure, access-controlled systems, encryption, staff confidentiality obligations and training, and secure handling of physical documents.
No method of transmission over the internet is completely secure. Please take care when sending documents by email, and use the secure methods we recommend where possible.
10How long we keep information
We keep documents provided by or for you, and the records required by the Code of Conduct for registered migration agents, securely and confidentially for 7 years after the last action on your file, unless you instruct us in writing to return them to you earlier. When information is no longer needed, we take reasonable steps to securely destroy or de-identify it.
11Data breaches
If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme, and take steps to contain the breach.
12Accessing and correcting your information
You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Please contact us using the details below. We will respond within a reasonable time, usually 30 days. In limited circumstances permitted by law we may refuse access, and if so we will explain why.
13Privacy complaints
If you have a concern about how we have handled your personal information, please contact us first, or use our Complaints & Feedback form. We will investigate and give you a written response within 14 days of receiving your complaint.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.
14Changes to this policy
We may update this policy from time to time. The latest version will always be available on our website, with the date it was last updated.
15Contact us
Outlook Immigration and Consulting Pty Ltd (trading as Outlook Immigration)
ABN 16 669 986 181
29 Rainier Cres, Clyde North VIC 3978
Email: info@outlookimmigration.com
Phone: +61 424 455 544
