Privacy policy
Radwan Migration Services (ABN 68 713 622 432) is a migration services practice based in Adelaide, South Australia. We respect your privacy and take reasonable steps to protect the personal information provided to us.
This policy explains how we collect, use, disclose and protect personal information. Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
What we collect
Depending on how you deal with us, we may collect:
- Contact details, including your name, phone number, email address and address.
- Information relevant to your matter, including information about your identity, visa history, family, employment, education and travel, as well as documents you provide to us.
- Sensitive information, where relevant to your matter, such as health, character or citizenship information. We collect sensitive information with your consent or where otherwise permitted or required by law.
- Payment records relating to consultations and services.
How we collect information
We generally collect personal information directly from you, including in person, by telephone, by email and through our website.
With your consent, or where otherwise permitted or required, we may also receive information from people acting for you, government agencies and other organisations relevant to your matter, including the Department of Home Affairs and the Administrative Review Tribunal.
Phone calls and our AI receptionist
When we are unable to answer your call, it may be handled by an AI receptionist. The AI receptionist will identify itself as an AI if asked.
It may collect your name, telephone number and the reason for your call and may provide general information about our services. It does not provide migration advice and does not make decisions about you or your matter.
Calls handled through this service are not recorded by Radwan Migration Services. A written transcript and summary of the conversation may be provided to us so that we can respond to your enquiry.
The AI receptionist service is provided through Ondellio AI. Information handled through this service may be processed or stored outside Australia.
We recommend that callers avoid providing unnecessary sensitive personal information to the AI receptionist.
How we use your information
We may use your personal information to:
- respond to your enquiries;
- provide migration advice and services;
- communicate with you and manage your matter;
- arrange appointments and process payments; and
- meet our legal and professional obligations as a registered migration agent.
We do not sell personal information or use client information for unrelated marketing purposes.
Who we may share information with
We only disclose personal information where necessary to provide our services, where you have authorised us to do so, or where permitted or required by law.
This may include disclosure to:
- the Department of Home Affairs, the Administrative Review Tribunal and other relevant government agencies;
- people you have authorised us to communicate with, such as a sponsor, partner or family member;
- service providers that help us operate our practice, such as email, IT and document storage services, to the extent reasonably necessary for them to provide those services; and
- other persons or organisations where disclosure is permitted or required by law.
Some service providers may process or store personal information outside Australia.
Security and retention
We take reasonable steps to protect personal information from misuse, loss and unauthorised access, modification or disclosure.
We keep client records for as long as required by applicable legal and professional obligations. When information is no longer required to be retained, we take reasonable steps to securely destroy or delete it.
If a data breach occurs, we will assess and respond to it in accordance with applicable legal requirements.
Access, correction and privacy concerns
You may contact us if you would like to access or correct personal information we hold about you, or if you have a question or concern about how your personal information has been handled.
Radwan Migration Services
Adelaide, South Australia
Email: office@radwanmigration.com.au
Phone: 0412 061 951
We aim to respond to privacy enquiries and complaints within 30 days.
Where applicable, you may also contact the Office of the Australian Information Commissioner at oaic.gov.au.
Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our practices, technology or legal obligations. The latest version will be published on our website.