Vision Super is committed to upholding the Australian Privacy Principles covering the collection, use, storage, and disclosure of personal information.
All personal information is collected by lawful, fair and reasonable means and only for the purposes of establishing and maintaining member accounts, providing, protecting, assessing, reporting, paying superannuation and insurance benefits, and associated services such as general and personal financial product advice in relation to those benefits. We do not collect unnecessary personal information or collect medical information about you without your consent.
Vision Super makes every effort to protect personal information from misuse, loss, unauthorised access, modification or unauthorised disclosure. If you request it, we will give you access to your records for the purposes of verification or correction. There are certain exceptions to this, which include where it would be illegal to do so, or where giving access would have an unreasonable impact on the privacy of other people.
Other than as permitted or required by law, Vision Super will not disclose or use personal information for any purpose other than that for which the information is collected without your consent.
In the course of conducting our normal business activities, Vision Super collects, records, maintains and uses personal and sensitive information about our members, their beneficiaries and employees of relevant authorities and participating employers. Personal and sensitive information is securely stored.
The personal information we collect and store may include:
Other personal information we may collect and store includes:
If you decline to provide Vision Super with your personal information, we may not be able to grant membership, establish or maintain an account, provide, assess, report or pay your superannuation or insurance benefits. You do not have to provide us with your TFN, however if you do not, you may pay more tax on contributions made to your account. You will also not be able to make personal contributions to your super account. Quoting your TFN makes it easier to keep track of your superannuation.
If Vision Super receives unsolicited personal information from you, we will (within a reasonable period) determine whether or not we could have collected the information in line with the Australian Privacy Principles. If we could not have collected the information, and it is not contained in a Commonwealth Government record, we will destroy or de-identify the information as soon as we can, provided we can do so legally.
Your information will be kept confidential and will only be used for the purposes for which it was collected, which include:
It is important to note that in carrying out these purposes, Vision Super may be required to disclose your information to an overseas entity. In doing so, Vision Super is obliged to make all reasonable efforts in ensuring that adequate privacy measures are in place (or put in place) to protect your information. Further information about how we store your information is included below.
To provide you with products and services, we may disclose your personal information to the following types of organisations:
Vision Super will not use or disclose personal or sensitive information for any purpose other than that for which it was collected, except where:
If personal information is disclosed in any of the scenarios described above, that disclosure will be noted on the individual’s record, and (if permitted by an Australian law or court/tribunal order) the individual’s information will be de-identified before Vision Super discloses the information to the relevant party in accordance with the above points.
A copy of our Information collection statement is available here.
Vision Super does not consider any activity associated with managing the fund or informing and educating our members to be marketing.
We use direct marketing to contact members to provide information about your Vision Super accounts, to promote our products and services, other activities associated with managing the fund, informing and educating our members and growing the fund’s membership. We use the services of third parties to help us deliver marketing messages and provide members with relevant content.
We also undertake market research, member data analysis and direct marketing activities designed to grow the fund. We may use your information to undertake these activities. This may involve providing your personal information to third-party service providers to facilitate delivery of marketing material through multiple channels. We engage service providers to help us attract new members and tailor our messages and content to the needs of existing members.
If you do not want your information to be used for these activities, you can opt out of receiving by using the unsubscribe link that appears on all of our marketing emails, or opt out of all marketing activities by calling us on 1300 300 820.
We have ongoing disclosure obligations to members and are required by law to provide you with important information about your Vision Super account and any changes to products and services. If you unsubscribe from our marketing emails or opt out of marketing activities, you will continue to receive the information we are legally required to send you.
This information does not include personal information.
Google also provides a Google Analytics opt-out browser add-on; visit Google’s Ads Setting or Add Settings for mobile apps for more information.
Vision Super uses social media including Facebook, Twitter, Instagram, YouTube and LinkedIn to promote our products and services, and to inform members of changes to superannuation that may affect you.
External service providers/contractors
When Vision Super engages external service providers/contractors that are based overseas, and the external service provider/contractor does not have an Australian base for operations, we make all reasonable efforts to ensure that adequate privacy measures are in place (or put in place) for handling your information.
Vision Super does not transfer personal information to third parties unless at least one of the following conditions applies:
We ensure there is secure access control and 24-hour monitoring of any building where personal information is held, including Vision Super’s offices, and that our outsourced computing and backup storage facilities meet or exceed industry accepted standards of physical access security.
Computer and network security
Vision Super has a comprehensive suite of protections in place to help keep your information safe, including:
Our contact centre staff will check your identity before discussing your personal information or any account details with you over the telephone. We require the same checks if you communicate with us by email.
The people who can access your information
Vision Super restricts access to member records to ensure access to your information is limited to those who need access to manage your account. Before staff can access member accounts, they must be authorised, qualified and appropriately trained.
We put confidentiality agreements in place with any third parties that may handle personal information on behalf of Vision Super.
Wherever we can, we obscure sensitive personal information through the use of non-identifying codes. For example, the use of member numbers instead of names, and coded medical categories instead of descriptions of medical conditions.
We review all of our security measures and procedures regularly to ensure your personal information continues to be properly protected.
Clean desk policy
Under Australian Privacy Principle 11 – Security of personal information, we must take reasonable steps to protect personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure.
In order to ensure our member and employer data is secure, Vision Super has a clean desk policy. This means any files that contain member or employer data must be locked in cabinets/drawers when an employee is not actively working on them, including during lunch and other breaks.
You may request a copy of your personal information. You may make amendments to this information if you believe it to be inaccurate. Privacy law provides some exceptions to this rule, however, and if any of these arise, we can refuse your request. If we do so, we will provide you with an explanation of why your request has been refused. If you wish to update your personal information or obtain a copy of your personal information, please call us. You will be required to answer a series of questions to verify your identity before we can share information about your account.
In addition to phone, mail and email, social media is another way for us to connect with you and help you understand more about your super and the services we provide.
We monitor our social media pages between 8:30am and 5pm, Monday to Friday, excluding state-wide and national public holidays.
During these hours, if you’d like to speak to someone from our Member Services team, you can contact us on 1300 800 322.
All the information we provide is of a general nature and accurate at the time of posting. It should not be taken as formal financial advice.
When connecting with you over social media, we abide by our Social Media Code of Conduct, which is set out below, and we ask that you do the same when contacting us via our social media sites.
Vision Super will remove any posts or comments that don’t adhere to this code, and block any user that posts against this code more than three times. This is to make sure everyone enjoys their time and is respectful of each other on our social media pages.
Vision Super’s Social Media Code of Conduct
Please be mindful of the following when posting a comment on social media.
Getting your complaint in writing means we have all the details we need in order to try to solve your problem as quickly as we can. We ask you to include:
If you have any difficulty writing a letter of complaint, please contact us on 1300 300 820. You can send your complaint to us by mail to:
The Resolutions Officer
PO Box 18041
Collins Street East VIC 8003
We’re committed to helping you solve the problem as quickly as possible, we will try to resolve your complaint within 30 days.
If your complaint relates to a breach of privacy that is not resolved by our internal complaints process, you can refer it to the Office of the Australian Information Commissioner using the following contact information:
For further information about privacy laws or lodging a complaint, please visit the Office of the Australian Information Commissioner’s website www.oaic.gov.au.