Complete Success Pty Ltd, trading as Complete Success (“Complete Success”, “we”, “us” or “our”), respects your privacy and is committed to handling personal information responsibly.

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This Privacy Policy explains how we collect, hold, use and disclose personal information.

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We aim to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, where they apply to us.

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1. Contact details

Questions, requests or complaints about privacy can be directed to:

Complete Success Pty Ltd
Email: support@completesuccess.com
Website: www.completesuccess.com

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2. What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

It may include your name, contact details, payment information and information about your interactions with us.

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3. What information we collect

Depending on how you interact with us, we may collect:

• your name;

• email address;

• telephone number;

• postal or billing address;

• business name, position and industry;

• information about your business, goals or circumstances;

• workshop, event and program registrations;

• enquiries, survey responses and feedback;

• coaching notes and information you choose to share with us;

• testimonials, photographs, video or audio where permission has been obtained;

• communication preferences;

• transaction and payment details;

• account and login information;

• records of emails, calls, messages and other communications;

• information about your use of our website, emails and digital services;

• IP address, browser type, device information and general location information; and

• any other information you voluntarily provide.

 

Payment card details are generally processed by our payment service providers. We do not ordinarily retain complete payment card details.

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4. Sensitive information

Some information you voluntarily share during coaching, workshops or programs may be sensitive information under Australian privacy law.

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For example, you may choose to share information about your health, personal circumstances, beliefs or other private matters.

We will only collect sensitive information where:

• you consent to the collection;

• the information is reasonably necessary for our activities; or

• collection is otherwise permitted or required by law.

 

Please do not provide sensitive information that is unnecessary for the service you are receiving.

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5. How we collect information

We may collect personal information:

directly from you;

• through our website and online forms;

• when you register for a workshop, event or program;

• when you purchase a product or service;

• during calls, coaching sessions, meetings or events;

• through email, SMS, telephone, social media or messaging platforms;

• through surveys, assessments and questionnaires;

• through cookies, pixels and analytics technologies;

• through referral partners or another person who refers you;

• from publicly available sources; and

• from service providers acting on our behalf.

 

Where reasonable and practicable, we collect personal information directly from you.

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6. Remaining anonymous

You may browse publicly available sections of our website without identifying yourself.

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In some circumstances, you may also contact us anonymously or using a pseudonym. However, we may need your correct details to respond to an enquiry, process a purchase, provide a program or service, verify your identity or meet our legal obligations.

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7. Why we collect and use information

We may collect, hold and use personal information to:

• respond to enquiries;

• provide information you request;

• process registrations, bookings and purchases;

• deliver workshops, programs, coaching and digital resources;

• administer accounts and program access;

• communicate with clients and participants;

• personalise and improve our services;

• provide customer support;

• manage payments, invoices, refunds and accounting;

• maintain business and attendance records;

• obtain and respond to feedback;

• send service-related notices and reminders;

• send marketing communications where permitted;

• analyse website, email and campaign performance;

• protect our systems, users and intellectual property;

• investigate suspected fraud, misconduct or security incidents;

• comply with legal, regulatory, insurance and accounting requirements; and

• operate, manage and improve our business.

 

We may also use information for another purpose where you have consented or where the use is permitted or required by law.

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8. What happens if you do not provide information?

You do not have to provide us with personal information.  However, without certain information, we may not be able to:

• respond to your enquiry;

• process your purchase or registration;

• provide access to a program or resource;

• deliver coaching or support;

• issue an invoice or refund; or

• provide the service you requested.

9. Marketing communications

Where permitted by law, we may use your contact details to tell you about workshops, programs, events, resources and services that may interest you.

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Marketing communications may be sent by email, SMS, telephone, social media or other electronic means.

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You may unsubscribe at any time by:

• using the unsubscribe link in an email;

• following the opt-out instructions in an SMS;

• asking us during a telephone call; or

• contacting support@completesuccess.com.

 

We will process opt-out requests within a reasonable period and will not charge you for unsubscribing.

 

Even after you unsubscribe from marketing, we may continue to send essential service messages relating to your purchases, registrations, account or participation.

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10. Cookies and tracking technologies

Our website and digital services may use cookies, pixels and similar technologies.  These technologies may collect information about:

• your device and browser;

• your IP address;

• pages you visit;

• links you select;

• how long you spend on a page;

• how you arrived at our website;

• emails you open or interact with; and

• your interactions with advertisements or marketing campaigns.

 

We may use this information to:

• operate and secure our website;

• remember your preferences;

• understand how visitors use our website;

• improve our content and services;

• measure marketing performance; and

• deliver or measure relevant advertising.

 

You can control cookies through your browser settings and, where available, our cookie consent settings. Blocking some cookies may affect how parts of the website function.

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11. Disclosure of personal information

We may disclose personal information to trusted third parties where reasonably necessary to operate our business or provide our services.

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These may include:

• website hosting and technology providers;

• customer relationship management providers;

• learning management and program delivery platforms;

• email, SMS and communication providers;

• payment processors and financial institutions;

• accounting and invoicing providers;

• video conferencing and webinar platforms;

• cloud storage and document management providers;

• analytics and advertising providers;

• contractors, facilitators, coaches and administrative team members;

• professional advisers, including lawyers, accountants, insurers and auditors;

• debt recovery providers where legally appropriate;

• government authorities, regulators or law enforcement agencies; and

• another party where you have authorised the disclosure.

 

Our service providers are expected to handle information only for the purpose for which it was provided and to apply appropriate privacy and security protections.

 

We do not sell personal information.

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12. Our technology providers

We may use third-party platforms to operate our website and deliver our services, including platforms for:

• website hosting;

• customer relationship management;

• email and SMS communications;

• online programs and digital content;

• payment processing;

• accounting;

• video conferencing;

• analytics;

• advertising; and

• cloud storage.

 

These providers may include Wix, Kartra, GoHighLevel, Stripe, Xero, Google, Zoom, Meta and other providers we engage from time to time.

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Your information may also be subject to the privacy policies and terms of those providers.

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13. Overseas disclosure and storage

Some of our service providers operate or store data outside Australia.

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As a result, personal information may be disclosed to or accessed from countries including the United States and other countries in which our technology and service providers operate or maintain data centres.

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The privacy laws of another country may differ from Australian privacy laws.

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Where required, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable Australian privacy requirements. However, some disclosures may occur with your consent or under another exception permitted by law.

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14. Social media

When you communicate with us through social media, the relevant social media platform may also collect and handle your information.

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Your use of those platforms is governed by their own privacy policies and terms. We recommend reviewing those policies before providing personal information through social media.

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15. Testimonials, images and recordings

We will seek appropriate permission before publicly using an identifiable testimonial, photograph, audio recording, video recording or client story for promotional purposes.

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Where permission has been given, the content may be used on our website, social media, advertising, presentations or other marketing materials.

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You may contact us if you wish to discuss withdrawing permission for future use. Withdrawal may not affect material already lawfully published, distributed or produced before the request was received.

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Workshops, webinars or group sessions may sometimes be recorded. Where this occurs, we will take reasonable steps to notify participants.

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16. Security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

• These measures may include:

• access controls and passwords;

• reputable technology and cloud providers;

• secure payment processors;

• staff and contractor confidentiality requirements;

• software and system security measures;

• backups and monitoring; and

• limiting access to people who reasonably require it.

 

No internet transmission or electronic storage system is completely secure. We cannot guarantee the absolute security of information transmitted online.

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17. Data breaches

If we become aware of a suspected data breach, we will assess and respond to it in accordance with applicable law.

Where a breach is likely to result in serious harm and notification is required under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner.

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18. Retention and deletion

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to operate our business or to meet legal, accounting, insurance and record-keeping obligations.

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When personal information is no longer required, we will take reasonable steps to destroy it or permanently de-identify it, unless we are required or permitted by law to retain it.

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Some information may remain temporarily in secure backups or archived systems.

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19. Accessing your personal information

You may request access to the personal information we hold about you by contacting support@completesuccess.com.

We may need to verify your identity before providing access.

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In some circumstances, the law permits us to refuse access. If we refuse a request, we will generally explain why and advise you of available complaint options.

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We will not charge you for making an access request. We may charge reasonable costs associated with providing access where permitted by law, but we will discuss these with you first.

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20. Correcting your personal information

You may ask us to correct personal information that is inaccurate, incomplete, out of date, irrelevant or misleading.

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Please contact support@completesuccess.com and tell us what information should be corrected.

We will take reasonable steps to respond and make appropriate corrections.

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21. Privacy complaints

If you believe we have not handled your personal information appropriately, please contact us at support@completesuccess.com.

 

Please include:

• your name and contact details;

• a description of your concern;

• relevant dates or communications; and

• the outcome you are seeking.

 

We will acknowledge your complaint and aim to investigate and respond within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

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22. Children’s privacy

Our website and services are intended primarily for adults.

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We do not knowingly collect personal information directly from children under 18 without the involvement or consent of a parent or legal guardian where this is appropriate.

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If you believe a person under 18 has provided personal information to us without appropriate consent, please contact us so we can review and address the matter.

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23. External links

Our website may contain links to third-party websites and services.

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We are not responsible for the privacy practices or content of those third parties. We recommend reviewing their privacy policies before providing personal information.

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24. Changes to this Privacy Policy

We may update this Privacy Policy when our practices, services, systems or legal obligations change.

The current version will be published on this page with the date it was last updated.

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Material changes may also be communicated through our website, by email or through another appropriate method.

 

25. Contact us

For privacy questions, access or correction requests, or complaints, please contact:
Complete Success Pty Ltd
Email: support@completesuccess.com
Website: www.completesuccess.com