Question 1

1. Privacy Notice

Accepted Answer

This privacy notice explains how Trafalgar uses and protects personal information related to our customers, website users, and others who interact with us. We are committed to protecting your personal data, and it is important that you read this privacy notice along with any other privacy notices we may provide when collecting or processing personal data, so you fully understand how and why we use your data. This notice supplements other privacy notices and does not override them.
Trafalgar (referred to as “we,” “us,” or “our” in this notice) values your privacy and strives to provide a secure, trustworthy experience across all interactions, whether you’re making a purchase, managing an account, or using our website.

Question 2

2. Our commitment

Accepted Answer

We respect your right to privacy and aim to ensure you have a positive experience with us, whether visiting our website, making bookings, or interacting with our brand. We know your personal data is important to you, and we want you to feel confident in our data protection practices, which reflect our commitment to handling your information with care.

Question 3

3. How we collect your Personal Data

Accepted Answer

We collect personal data in various ways, including but not limited to:
• Direct Interactions: You may share personal information with us when you fill out forms, contact us by mail, phone, or email, or leave feedback about us on TripAdvisor or other platforms. This includes comments or photos posted on our social media platforms, as well as content where you have tagged us.• Automated Technologies: As you interact with our website, we may automatically collect technical data about your equipment, browsing actions, and patterns. This data is collected using cookies, server logs, and other similar technologies.• Third Parties: We may receive personal data about you from various third parties and public sources.

Question 4

4. Categories of Personal Data

Accepted Answer

Identity Data: Includes first name, last name, username or similar identifier, title, date of birth, and gender.
Contact Data: Includes billing address, delivery address, email address, and telephone numbers.
Financial Data: Includes bank account and payment card details.
Transaction Data: Includes details about payments to and from you and other details of products and services you have purchased from us.
Technical Data: Includes internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
Profile Data: Includes your username and password, purchases or orders made by you, your interests, preferences, feedback, and survey responses.
Usage Data: Includes information about how you use our website, products, and services.
Marketing and Communications Data: Includes your preferences in receiving marketing from us and your communication preferences.
Call Recordings: Includes recordings of calls made to our reservation centres.

Question 5

5. Legal Bases for Processing

Accepted Answer

We process your personal data under the following legal bases:
• Consent: You have given clear consent for us to process your personal data for a specific purpose.• Contract: Processing is necessary for a contract we have with you or because you have asked us to take specific steps before entering into a contract.• Legal Obligation: Processing is necessary for compliance with a legal obligation to which we are subject.• Legitimate Interests: Processing is necessary for our legitimate interests or those of a third party, provided your rights and interests do not override those interests.

Question 6

6. Records of Processing Activities

Accepted Answer

We process personal data for the following activities, along with their respective legal bases:

Activity

Purpose

Legal Bases

Source

Customer Payments

Process customer payments while meeting legal obligations and contractual agreements.

Contract

Live chat interactions, Customer support

Customer Master Data Processing

Manage and maintain accurate customer information for operational needs and contractual obligations.

Contract

Internal business operations, Data analysis

Customer Self-Service

Enable customers to independently manage their accounts and services.

Contract

Customer requests, Document distribution

Abandoned Cart Follow-Up

Re-engage customers who abandoned bookings to complete transactions.

Legitimate Interests

Marketing campaigns, Customer interactions

Booking Services (Ecommerce)

Facilitate and fulfil bookings made through ecommerce platforms.

Contract

Marketing campaigns, Prospective customer interactions

Customer Booking

Process and manage customer bookings for various services.

Contract

Direct mail campaigns, Customer preferences

Booking Cruise Reservations

Handle and confirm cruise reservations.

Contract

Competition entries, Customer interactions

Customer Servicing via Genesys

Provide customer support using the Genesys platform.

Contract

Customer inquiries, Interaction records

Travel Agent/Partner Data Processing

Manage data related to travel agents and partners for collaborative services.

Contract

Partner relationships, Customer interactions

Booking Bus Tours

Facilitate and confirm bus tour bookings.

Contract

Customer feedback, Survey responses

Customer Tour/Trip Logistics

Manage logistics and arrangements for customer tours or trips.

Contract

Customer feedback, Review submissions

Candidate Data Processing

Process data of candidates applying for positions within the organisation.

Consent

Website interactions, Marketing analytics

Paid Media Marketing

Conduct marketing activities through paid media channels (e.g., paid search, social ads).

Legitimate Interests

Advertising campaigns, Prospective customer interactions

Customer Live Chat

Provide real-time customer support via live chat.

Consent

Offline marketing campaigns, Customer preferences

Business Intelligence Reporting

Analyse data for business insights and reporting.

Legitimate Interests

Live chat interactions, Customer support

Customer Document Distribution

Distribute relevant documents to customers.

Contract

Internal business operations, Data analysis

Customer Marketing Campaigns

Execute marketing campaigns targeting existing customers.

Legitimate Interests

Customer requests, Document distribution

Prospect Marketing

Conduct marketing activities targeting prospective customers (e.g., email, digital marketing).

Legitimate Interests

Marketing campaigns, Customer interactions

Brochure Direct Mail

Send marketing brochures via direct mail.

Consent

Marketing campaigns, Prospective customer interactions

Customer Competitions

Organise and manage competitions for customers.

Consent

Direct mail campaigns, Customer preferences

Customer Inquiries (RAQ)

Handle and respond to customer inquiries (Request a Quote).

Contract

Competition entries, Customer interactions

Customer Management with Ground Handlers and Third Parties

Manage customer relationships with ground handlers and third parties.

Contract

Customer inquiries, Interaction records

Customer Survey

Conduct surveys to gather customer feedback.

Legitimate Interests

Partner relationships, Customer interactions

Customer Reviews

Collect and display customer reviews on our platforms.

Legitimate Interests

Customer feedback, Survey responses

Website Visitors Marketing

Conduct marketing activities targeting website visitors who have interacted with us.

Legitimate Interests

Customer feedback, Review submissions

Prospect Advertising

Advertise to prospective customers through various channels.

Legitimate Interests

Website interactions, Marketing analytics

Question 7

7. Marketing Communications

Accepted Answer

You may receive marketing communications from us if you have requested information or purchased goods/services from us, unless you have opted out. By opting in to receive marketing communications, you may also receive materials from our affiliated brands or partners offering related products, as well as through completed request-a-quote (RAQ) forms or brochure requests.
We may also receive your contact information from third-party lists, where you have provided consent to share your data with us for marketing purposes. This allows us to share information and offers related to our services with you.
For direct mail, you can unsubscribe by completing the following form: https://landingpages.getours.com/unsubscribe/.

Question 8

8. Business-Related Information

Accepted Answer

If you are associated with a business or organisation that is our customer, we may collect personal data, including:
 
• Business Details: Name, address, contact information, payment details, and financial information of the business.• Role Within the Business: Your position (e.g., owner, partner, director, employee, agent).• Work Contact Details: Work address, telephone numbers, fax number, and work email.
Purpose: This data is collected to fulfil contractual obligations and manage our business relationships effectively.
Legal Bases: The processing is necessary for the performance of a contract and is based on our legitimate interests in managing customer relationships and providing services.

Question 9

9. Data Generated by Us

Accepted Answer

We and our suppliers or subcontractors may generate personal data about you in the following ways:
• Enquiries, Bookings, Complaints: Data generated when handling enquiries, bookings, or complaints.• Fulfilment of Contracts: Data generated during the fulfilment of bookings or contractual agreements.• Analysis of Personal Data: Insights gained through data analysis to improve services and customer experience.• Website Usage: Data collected from your use of our website, as detailed in our cookie policy.• Telephone Calls: Recordings of telephone calls for training and quality purposes.
Purpose: This data is used for operational purposes such as improving customer service, service delivery, and business analytics.
Legal Bases: The processing is based on legitimate interests to maintain and improve our services, fulfil contractual obligations, and comply with legal requirements.

Question 10

10. Account, Registration, and Loyalty Information

Accepted Answer

We collect information regarding your accounts, registrations, and participation in loyalty programs.
Purpose: This data is used to manage your account, facilitate registrations and memberships, and administer loyalty programs.
Legal Bases: Processing is necessary for the performance of a contract and is based on our legitimate interests in providing personalised services and improving customer loyalty.

Question 11

11. Correspondence

Accepted Answer

We process messages and communications related to bookings, enquiries, or contracts between you, us, and third parties.
Purpose: Correspondence data is essential for confirming bookings, responding to inquiries, resolving issues, and fulfiling contractual obligations.
Legal Bases: Processing is necessary for the performance of a contract and is based on our legitimate interests in providing efficient customer service and managing relationships.

Question 12

12. Website Usage Information

Accepted Answer

We collect personal data from your use of our website, including:
 
• Data Collection: Information about your visits and interactions, including IP address, device details, browser type, operating system, and time-zone.• Cookies and Web Beacons: Data collected through cookies and web beacons to enhance user experience and analyse website performance.• Page Interactions: Data about the pages visited, services/products viewed, duration of interaction, etc.
Purpose: This data helps us improve website functionality, personalise user experience, and optimise marketing efforts.
Legal Bases: Processing is based on legitimate interests to understand user preferences, improve performance, and deliver relevant content and advertising.

Question 13

13. User-Generated Content (UGC)

Accepted Answer

We may process content you provide related to your experiences with us, including:
 
• Feedback, Blogs, Reviews, and Images: Content submitted to our platforms.• Marketing Use: Use of such content in marketing materials, on our website, in emails, or shared with trade partners.
Purpose: User-generated content enhances marketing, promotes engagement, and provides authentic testimonials.
Legal Bases: Processing is based on consent when you submit content and is necessary for our legitimate interests in promoting services and engaging with our audience.

Question 14

14. Sharing data with Third Parties

Accepted Answer

We may obtain personal data about you from third parties, including:
 
• Providers of Holidays, Accommodation, and Travel Services: Data obtained to fulfil bookings and provide comprehensive travel services.• Credit, Fraud, and Identity Verification Agencies: Data obtained for identity verification, fraud prevention, and secure transactions.• Businesses You Are Associated With: Data to enhance customer service and manage business relationships.• Purchased Third-Party Lists: We may also receive personal data from third-party providers, including purchased marketing lists, where you have opted in to allow your information to be shared for marketing purposes.• Social Media Platforms: We may collect personal data through interactions on social media platforms (e.g., Facebook, Instagram), including engagement with our advertisements and campaigns.

Question 15

15. Sharing with Affiliated Brands

Accepted Answer

We may share your personal data with other affiliated brands under The Travel Corporation (TTC) if you have explicitly opted in, requested a quote (RAQ), or requested a brochure from those brands. Your data will only be shared under these specific circumstances, and we do not sell or share your personal information for any other purposes.

Question 16

16. Cookies

Accepted Answer

Cookies are small data files that allow a website to collect and store a range of data on your desktop computer, laptop or mobile device. Cookies help us to provide important features and functionality on our websites and we use them to improve your customer experience. Please see our separate Cookie Notice.

Question 17

17. Location of Personal Data

Accepted Answer

We (along with any affiliate of the Travel Corporation, subcontractor, or other entity processing your personal data on our behalf) may transfer, store, and process your personal data within Australia. We may also transfer your personal data outside of Australia, including to companies within our group or to third parties, based on contracts that incorporate the Standard Contractual Clauses issued by the European Commission or other legally recognised mechanisms. We ensure the protection of your personal data by adhering to these standards and implementing adequate safeguards for such transfers.

Question 18

18. Children’s Personal Information

Accepted Answer

Our website is not meant for children, as defined by data protection laws, and we cannot always know the age of those using it. If a child has shared personal information without permission from a parent or guardian, the parent or guardian should contact us. If we find out that a child’s personal information was collected without proper consent, we will delete the child’s account, if they have one.
In some cases, we may need to collect children’s personal information, such as for bookings, buying travel-related services, or other special situations (like family-focused features). When we handle children’s information, we follow strict rules to ensure it is used lawfully, only when necessary, and kept secure.
If you have questions about how we protect children’s personal information, or if you are a parent or guardian who wants to delete or update your child’s information, please contact us.

Question 19

19. Data Retention

Accepted Answer

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for satisfying any legal, accounting, or reporting requirements. Specific retention periods for different aspects of your personal data are available upon request.

Question 20

20. Your Rights

Accepted Answer

You have rights under data protection laws regarding your personal data, including the right to:
 
• Access your personal data.• Correct your personal data.• Erase your personal data.• Object to processing of your personal data.• Restrict processing of your personal data.• Transfer your personal data.• Withdraw consent.
To exercise any of these rights, please use our dedicated online Data Request Form at Data Request Form | The Travel Corporation (ttc.com), or email your request to compliance@ttc.com.

Question 21

21. Right to lodge a complaint with a supervisory authority

Accepted Answer

The laws we comply with are regulated by the Office of the Australian Information Commissioner (OAIC). You can contact the OAIC at GPO Box 5218, Sydney NSW 2001, by phone at 1300 363 992, or online at https://www.oaic.gov.au. In addition to your rights mentioned above, you may also reach out to the OAIC if you have a complaint or concern. The OAIC has the authority to ensure compliance with applicable privacy laws and may take enforcement actions in cases of non-compliance. However, we hope you will contact us first to discuss any concerns or complaints before reaching out to the OAIC.

Question 22

22. Data Security

Accepted Answer

We prioritise your data security with strict measures to prevent unauthorised access, loss, or disclosure:
 
• Physical Security: Secure premises and controlled access to storage areas.• Encryption and Network Security: Data encryption, firewalls, and advanced security protocols.• Access Control: Restricted data access with strong authentication.• Data Minimisation: Collect and retain only necessary data.• Audits and Monitoring: Regular checks for vulnerabilities and compliance.• Staff Training: Ongoing education on data protection practices.• Incident Response: Rapid action plan for data breaches.• Third-party Compliance: Ensured through contracts.• Privacy by Design: Privacy integrated into our systems from the start.• Continuous Improvement: Regular updates to security measures.
These measures ensure your personal data is safe and handled responsibly at all times.

Question 23

23. Changes to This Privacy Notice

Accepted Answer

We keep our privacy notice under regular review. Any changes we make to our privacy notice will be posted on this page and, where appropriate, notified to you by email.

Question 24

24. Contact Us

Accepted Answer

The data controller responsible for the processing of your personal data is Trafalgar Tours, located at Level 21, 321 Kent Street, Sydney NSW 2000. You can contact us at email at privacy@ttc.com, by phone at 0800 533 5619, or by post Level 21, 321 Kent Street, Sydney NSW 2000 for any privacy-related queries.
If your data is shared with affiliated brands under TTC, those brands will process your data in accordance with their own privacy notices, and personal data will only be shared under the circumstances outlined in this notice.
For further details on how we and our affiliated brands handle your data, please refer to the individual privacy notices of each brand.

Question 25

1. About this Policy

Accepted Answer

This Cookie Policy (“Policy”) describes Trafalgar Tours (Australia) Pty Ltd ACN 73 000 717 715 trading as Trafalgar Tours (Australia) Pty Ltd’s collection, use, and retention of the cookies present on the website. Cookies are simple text files that help coordinate Trafalgar Tours (Australia) Pty Ltd ACN 73 000 717 715 trading as Trafalgar Tours (Australia) Pty Ltd’s website servers and your browser to display the full range of features offered by us. These features include hassle-free automatic logins and authentication, shopping cart functionality, third party ad serving, ad management, preference setting, audience measurement and statistics, tracking our visitors’ journey until our partners’ websites, language setting, among others. We require your consent to process cookies, unless you provide us with your personal information, for instance for registration, placing an order, or complete online forms. In this case, we may collect, store and use your personal information in accordance to our Privacy Policy. We encourage you to read this document.

Question 26

2. About Us

Accepted Answer

This is the cookie policy of Trafalgar Tours (Australia) Pty Ltd trading as Trafalgar Tours (Australia) Pty Ltd (referred to as "we", "us" or "our"). We are incorporated under the laws of New South Wales. Our incorporation number is ACN 73 000 717 715 and our incorporation address or registered office is Level 21, 321 Kent Street, Sydney NSW 2000.

Question 27

3. Cookie Law

Accepted Answer

This Cookie Policy is to inform you as to how we look after your personal data when you visit and browse our website and tell you about your privacy rights and how the law protects you. Your personal data and the way we collect online identifiers through cookies and other tracking technologies are regulated by the General Data Protection Regulation (EU) 2016/679 (also known as GDPR), the Directive on privacy and electronic communications 2002/58/EC (also known as the ePrivacy Directive) amended by the Directive 2009/136/EC (also known as the Cookie Directive). For the purposes of the provision of our services, we also comply with the California Consumer Privacy Act of 2018. In summary, to comply with the law, we need to give clear information about what the cookies are used for, why, and obtain consent from you, the user. These are the objectives this Policy is set out to achieve.

Question 28

4. Types of Cookies and Purpose

Accepted Answer

Cookies can be categorised in many ways, one is with regards to their longevity, i.e. for how long they are stored in your browser. According to this classification, cookies can either be:

Session cookies: temporary cookies that identify and track users within our website. These are automatically deleted by your browser when you close your browser or end the session; and
Persistent cookies: cookies which enable our website to ‘remember’ who you are and your preferences within our website. These cookies are stored in your browser (the specific location depends on the browser and version) for a period of time.

We assess the cookies present in our website periodically, to ensure they are aligned with the requirements of current legislation. For instance, we remove persistent cookies set to hold data for an excessive period of time, which do not meet the principle of storage limitation.

What the cookies do

Reason to have the cookies in our website

Enhance our website’s functionality

Cookies allow us to enhance the functionality of our website so that we can personalise your experience and allow you to use many of the useful features of our website. These cookies are strictly necessary for the proper functioning of the website.
 
For example, we use cookies so we can remember your preferences and the contents of your shopping basket when you return to our website. We also need cookies to track your journey on our website and when you leave our website for a partner’s website so that we ensure we can manage our partnerships and customer base efficiently.

Enhance our website’s performance

This type of cookies helps us understand how our websites are being used, mainly for analytical purposes, so that we can work on providing an improved user experience.
Cookies used for this purpose do not collect information that identifies a user, but the data is aggregated and made anonymous.
For example, data on error messages displayed to users will be collected and the developer team will assess whether the problem is prevalent and solve it.

Web beacons and parameter tracking

These cookies and similar software known as web beacons are used to count the number of users visiting our website, or the number of actions made by the users.

Internet Protocol (IP) address and traffic data

A set of data such as IP addresses, access rates, and page views are recorded in our servers.
These data do not allow us to identify any individual, i.e. no personal data is collected.

Question 29

5. Changes to our Cookie Policy

Accepted Answer

We may change this Cookie Policy at any time and from time to time without notice to you, including by publishing a new version on our website. When we will make any change, we will notify you on our website of such change. You can check the top of the document to see the latest version in force. Any change will be prospective only, and we will not make any changes that have retroactive effect unless legally required to do so.

Question 30

6. How to Disable Cookies

Accepted Answer

You can manage non-essential cookies and change your preferences at any time in Manage Cookie Preferences in the website footer. You can adjust your preference by ticking or unticking the relevant boxes, then click 'Allow Selection' and Close’.
As cookies are stored in the web browser used to access the website, users need to change the settings pertaining that browser in particular. Below are some of most popular browsers and corresponding links to the vendors’ guidance on disabling cookies:

https://support.microsoft.com/en-gb/help/278835/how-to-delete-cookie-files-in-internet-explorer
https://support.mozilla.org/en-US/kb/how-do-i-turn-do-not-track-feature
https://support.google.com/chrome/answer/95647?hl=en-GB
https://support.apple.com/kb/PH5042?locale=en_GB
Opera:

https://www.opera.com/help/tutorials/security/privacy/
 
In addition, Google Analytics gives you the option to install an opt-out browser add-on for Internet Explorer 11, Firefox, Chrome, Safari, and Opera:
https://tools.google.com/dlpage/gaoptout

Question 31

7. Rejecting Cookies

Accepted Answer

Please note that disabling or rejecting the use of cookies on our website may result in some pages becoming inaccessible or not functioning properly.

Question 32

8. Further Information

Accepted Answer

Several websites explain how cookies work, offering more detail, such as www.aboutcookies.org, and www.allaboutcookies.org. (we have no affiliation with these websites).

Question 33

9. Contacting Us

Accepted Answer

If you have any questions about our Cookie Policy or about how we process your personal data, including any complaints, please contact us either by e-mail to privacy@trafalgartours.com.au, or by post to Level 21, 321 Kent Street, Sydney NSW 2000. Or email privacy@ttc.com.

Privacy Policy

Privacy Policy

1. Privacy Notice

2. Our commitment

3. How we collect your Personal Data

4. Categories of Personal Data

5. Legal Bases for Processing

6. Records of Processing Activities

7. Marketing Communications

9. Data Generated by Us

10. Account, Registration, and Loyalty Information

11. Correspondence

12. Website Usage Information

13. User-Generated Content (UGC)

16. Cookies

17. Location of Personal Data

18. Children’s Personal Information

19. Data Retention

20. Your Rights

21. Right to lodge a complaint with a supervisory authority

22. Data Security

23. Changes to This Privacy Notice

24. Contact Us

1. About this Policy

2. About Us

4. Types of Cookies and Purpose

6. How to Disable Cookies

7. Rejecting Cookies

8. Further Information

9. Contacting Us

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