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Privacy Policy

1. Introduction

Welcome to Travel and Visa Services Pty Ltd trading as Ontrack Visa (ABN 78661260626). This website is owned and operated by “Ontrack Visa”, referred to in this Privacy Policy as “we”, “our”, “us”, “website” or “Company”. We are responsible for maintaining the functionality of the website and for managing your personal information securely.

We are committed to safeguarding your privacy. This Privacy Policy outlines what information we collect, the reasons for collecting it, how it is used, and the choices available to you. It applies to all individuals who access or use our website and services.

This policy is aligned with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By accessing or using our website, you acknowledge and accept the practices described in this policy.

To the extent required under applicable data protection laws, we act as the data controller for your personal information.

2. Our Approach

We provide clear, structured support for visitor visa and travel authorisation (ETA) applications, helping you understand eligibility, prepare documents, and complete your application with confidence.

Our services are delivered from Australia. Where we interact with individuals in other jurisdictions, we aim to comply with applicable local privacy laws to the extent required.

3. How This Policy Applies

This Privacy Policy outlines how we handle personal information collected through our website and all related communication channels. This includes details provided through online forms, email, telephone conversations, and any other interaction you have with us while using our services.

4. Key Terms for Clarity

To make this policy easier to follow, we have outlined some important terms below:

  • Personal information means any details that can be used to identify you, including your full name, contact details, or passport information.

  • Sensitive information includes information that requires additional care, such as health data, criminal history, or biometric data.

  • Services refer to the support and assistance we provide in relation to Visitor Visa and travel authorisation applications, as well as related travel documentation.

5. Information We Collect

We collect only the information that is reasonably required to deliver our services effectively. Depending on how you interact with our website and services, this may include:

  • Your full name, email ID, phone number, and other contact details

  • Passport, travel, and identification details needed for visitor visa or travel authorisation services

  • Payment information is processed securely through trusted third-party payment providers

  • Technical data such as your IP address, browser type, cookies, and general website usage

  • Communications you send to us, including messages and enquiries

  • Any additional information you choose to give voluntarily

Sensitive information, including details related to health or criminal history, is collected only when it is necessary for providing visitor visa or travel authorisation services and with your consent, unless collection is required or permitted by law.

Any sensitive information we handle is treated with enhanced care and strict confidentiality, in accordance with the Australian Privacy Principles (APPs).

When you proceed with a payment, your card details are transmitted via a secure, encrypted connection directly to our trusted payment partners. They handle the authorisation and completion of the transaction, meaning your full card information, including the card number and CVV, never passes through or is stored within our systems.

We retain only essential billing information, such as your name, contact details, and transaction records, solely for purposes including accounting, internal record-keeping, and compliance with legal and regulatory obligations.

6. How We Handle Your Information

Your information is used to support the delivery of a secure and well-managed service experience. This includes:

  • Managing and delivering our services effectively

  • Processing visitor visa and travel authorisation requests

  • Assisting with enquiries and ongoing support

  • Verifying identity and maintaining security standards

  • Meeting applicable legal and regulatory requirements

  • Sharing relevant updates and communications, including marketing, where consent is provided

  • Monitoring website activity to improve performance and usability

We aim to handle your information with care, transparency, and a clear purpose at every stage.

Where required by applicable laws, including the General Data Protection Regulation (GDPR), we process personal information on appropriate legal grounds. These may include your consent, the provision of our services, or compliance with legal and regulatory obligations.

7. Ad Preferences and Personalised Content

We may tailor advertisements based on your activity on our website to better match your interests.

You can manage or opt out of personalised advertising at any time through:

Using the AppChoices app for mobile devices:

Your ad preferences are saved per browser and device. If you delete cookies or switch to another browser or device, you may need to choose your preferences again.

8. When Your Information May Be Shared

We do not sell, rent, or share your personal information for commercial purposes. Your data is only shared when necessary to deliver our services or meet legal obligations. This may include sharing with:

  • Government authorities responsible for processing travel authorisation or visitor visa applications

  • Carefully selected service providers who assist with our operations and are bound by confidentiality requirements

  • Payment processors and technology partners that support secure transactions and system functionality

  • Analytics and advertising providers, including partners such as Google, who help us understand how our website is used, assess marketing performance, and display relevant content or advertisements. These partners may use tools such as cookies, pixels, and similar technologies to collect technical and usage data, including device details, IP address, and browsing activity on our website

  • Law enforcement agencies, regulators, or other bodies where disclosure is required under applicable laws

9. International Handling of Your Information

In some cases, your personal information may be stored, processed, or accessed outside Australia. This can happen where our servers, service providers, or relevant authorities involved in visitor visa or travel authorisation processing are located overseas.

Where information is transferred internationally, we take reasonable steps to ensure it is handled in line with the Australian Privacy Principles (APPs), unless permitted otherwise under Australian law.

By using our services, you agree to this international data handling where required. This may include sharing information with overseas government agencies, such as immigration or border authorities, as part of processing your application, where necessary.

10. How We Protect and Retain Your Data

We apply suitable technical and organisational measures to safeguard your information against unauthorised access, misuse, or loss. This includes both technical safeguards and internal processes designed to keep your data secure.

Your information is only kept for as long as needed to deliver our services or meet legal requirements. Once it is no longer required, it is securely deleted or anonymised.

Your payment security is built into every step of our process. All transactions are handled by trusted payment partners using advanced encryption and industry-grade security standards. Full payment card details are not stored on our systems, helping to ensure your financial information remains protected and processed within a secure, monitored environment.

11. Use of Cookies and Similar Technologies

Our website uses cookies and similar technologies to ensure proper functionality and improve your overall experience.

Cookies are small files stored on your device that allow websites to recognise your browser and remember certain details, such as preferences or previous activity.

We use these technologies to:

  • Support essential website functions and maintain security

  • Remember user preferences and previously entered information

  • Analyse how visitors use the website

  • Improve site performance, content, and layout

  • Support permitted marketing and advertising activities

Third-party providers, including analytics and advertising partners such as Google, place some cookies. These partners help us measure usage, understand visitor behaviour, and evaluate the effectiveness of our marketing. In doing so, they may collect information such as your IP address, device data, browsing activity, and interactions with our site. Only relevant data may be shared with these providers in line with their own privacy policies.

You can control or disable cookies at any time through your browser or device settings. Please note that some features of the website may not function properly if cookies are restricted.

12. Your Rights and Choices

We believe your personal information should always remain within your understanding and control. Depending on your location, privacy laws may provide you with specific rights that govern how your information is collected, used, and managed.

In general, you may have the right to:

  • Access the personal information we hold about you

  • Request corrections where your information is inaccurate or incomplete

  • Request the deletion of your personal information, where permitted by law

  • Ask us to limit or stop certain types of data processing

  • Withdraw your consent at any time where processing is based on consent

  • Receive a copy of your personal information in a commonly used and accessible format, where applicable

These rights are recognised under a range of privacy frameworks, including the Privacy Act 1988, the General Data Protection Regulation (GDPR), the Personal Information Protection and Electronic Documents Act (PIPEDA), the Privacy Act 2020, and relevant United States state privacy laws such as the California Consumer Privacy Act (CCPA), where applicable.

To protect your privacy, we may take reasonable steps to verify your identity before processing certain requests. This helps ensure that your information remains secure and is only accessed or updated by authorised individuals.

If you would like to exercise any of your rights, you may contact our Privacy Officer using the details provided in this policy. We are committed to handling your request promptly, transparently, and in accordance with applicable legal requirements.

13. Your Privacy Rights Across Key Jurisdictions

We operate in a global environment, which means your personal information may be subject to different privacy laws depending on where you are located. While these legal frameworks may vary, our approach remains consistent: to handle your information responsibly, transparently, and with respect for your rights.

Below is an overview of how privacy laws apply across key regions and what they mean for you in practice.

Australia: Clear Standards, Strong Protections

In Australia, the Privacy Act 1988 and the Australian Privacy Principles (APPs) establish how organisations must collect, use, store, and disclose personal information. These laws are designed to ensure that data is handled fairly, used for appropriate purposes, and protected through sound governance and security practices.

For you, this means clarity and control. You can request access to your personal information, ask for corrections, and understand how your data is used. We apply these principles across our operations and take practical, ongoing steps to safeguard your information.

United States: State-Led Privacy Frameworks

In the United States, privacy regulation is shaped by a combination of federal oversight and state-level laws, rather than a single national framework. Certain states, including California, have introduced legislation such as the California Consumer Privacy Act, which focuses on transparency and gives individuals greater insight into how their information is collected and used.

Where applicable, you may have rights to access your personal data, request its deletion, or limit certain uses, including targeted advertising. We aim to respect these expectations and operate in line with applicable legal requirements. Oversight in this area may involve authorities such as the Federal Trade Commission.

Canada: Consent and Accountability

In Canada, privacy is governed by the Personal Information Protection and Electronic Documents Act (PIPEDA). This framework emphasises meaningful consent, responsible data handling, and organisational accountability.

In practice, this means you may request access to your personal information, ask for updates or corrections, and withdraw consent in certain circumstances. We aim to manage your data in a way that reflects these principles, with a strong focus on transparency and fairness.

United Kingdom and European Union: GDPR Standards

Across the United Kingdom and European Union, the General Data Protection Regulation (GDPR) sets a high standard for privacy and data protection. It requires organisations to process personal information lawfully, fairly, and transparently, supported by a valid legal basis.

Depending on your location, your rights may include accessing your personal data, correcting inaccuracies, requesting deletion, restricting how your data is used, and withdrawing consent. We take these obligations seriously and aim to ensure our data practices remain clear, accountable, and aligned with these standards.

New Zealand: Responsible Data Handling

In New Zealand, the Privacy Act 2020 establishes a principles-based framework for managing personal information. It is designed to ensure that data is collected responsibly, used appropriately, and protected against misuse.

When using our services, you may request access to your personal information, ask for corrections, and raise concerns about how your data is handled. We aim to respond promptly and manage your information in line with these expectations.

A Practical Approach to Your Rights

Privacy laws differ across regions, and your rights may vary depending on your location and individual circumstances. We approach every request with care and consideration, aiming to respond in a way that reflects both applicable legal requirements and a fair, practical outcome.

14. Governing Law

This Privacy Policy is governed by and construed in accordance with the laws of New South Wales, Australia, without regard to its conflict of law principles.

15. Privacy of Children

Our services are intended for individuals aged 18 and above. We do not knowingly collect personal information from anyone under the age of 18 without confirmed consent from a parent or guardian.

If we become aware that such information has been collected unintentionally, we will take prompt steps to remove it.

16. Opting Out of Direct Marketing

You can decide how you receive promotional messages from us. If you no longer wish to receive marketing emails, you can opt out at any time by using the unsubscribe option in our emails or by contacting our Privacy Officer.

Please note that opting out of marketing messages will not stop essential service updates related to your visitor visa or electronic travel authorisation application.

17. Updates to This Policy

We may update this Privacy Policy as needed to reflect changes in our services, practices, or applicable legal requirements. The most current version will always be available on this page, along with the updated “Last Updated” date. We encourage you to review this page periodically.

18. Contacting Our Privacy Officer

If you have any queries, concerns, or requests relating to your personal information, you may contact our Privacy Officer. We aim to address all enquiries in a clear, fair, and timely manner.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or visit their website at www.oaic.gov.au.

Ontrack Visa

Email: info@ontrackvisa.com

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