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Last updated: 13 August 2024
We understand that your privacy is important to you. It's important to us, too.
We want to be open with you so you understand how we handle your personal information. On this page, you'll find details about:
We encourage you to read this page, whether you want to fly through it or take in every word. If you have any questions, we're always here to help. Just ask.
About our Privacy Policy
This page sets out our Privacy Policy. It describes how we collect, use, hold and share your personal information, including when you:
We’re based in Australia, so this Privacy Policy focuses on how we collect and handle your personal information according to the Australian Privacy Act 1988 (Cth), which includes the Australian Privacy Principles (APPs).
If you're based in the European Economic Area (EEA) or the United Kingdom (UK), please also read section 14 of this Policy.
If you're a job applicant, fly straight to section 9 of this Policy.
This section lists the main types of personal information we collect. The types of personal information we collect will depend on how and why you engage with us, but it can include the information set out in this section. Please read section 5 of this Policy for more details about how we collect personal information.
Our products and services
When we interact with you, we usually need to collect your basic personal information, such as your name and contact details. If we can't collect this information, we may be unable to provide you with the product or service you seek. For example, we may be unable to:
In some situations, you can choose whether to provide your personal information. For example, when calling us with a general enquiry.
Section 6 of this Policy outlines why we may share your personal information with others. We have provided some examples in this section about when and why we will collect or share personal information with these third parties, but you should review Section 6 for further detail.
We store some personal information in Australia and some overseas. Sometimes, the third parties we work with are based overseas or need to access, store, or transfer personal information overseas. The location of these third parties will depend on the circumstances but generally, we may disclose personal information to third parties located in the countries where:
Access and correction
You have a right to request access to or correction of your personal information held by us.
You can ask us:
For privacy and security reasons, we will verify your identity before we:
You can contact us to make an access or correction request.
We’ll respond to your request as soon as we can and provide you with access to your personal information in the way you have requested, as long as your request is reasonable.
If we need to give you access in a way that’s different to your request, we’ll discuss this with you.
Sometimes we may reject your request. For example, if you can't confirm your identity, or if we believe your request will have an unreasonable impact on someone else’s privacy. If this happens, we'll tell you why in writing. If you disagree with us, you can let us know using the complaints procedure in this Policy.
If we cannot correct your personal information, you can ask us to make a note that you believe your personal information is inaccurate, out-of-date, irrelevant, or misleading.
You may also have other rights if you're in the EEA or UK. For more information, see section 14 of this Policy.
If you’re unhappy, you can make a complaint
If you have a general complaint or query regarding your experience with us, please use check the Contact Us page for Velocity or Virgin Australia.
If you’re unhappy with how we've handled your personal information, <please get in touch with us.
We take privacy complaints seriously, so we'll investigate, respond, and deal with your complaint fairly. We aim to respond within a reasonable time – this is usually within one month.
If you're still unhappy, you can complain to the Office of the Australian Information Commissioner (OAIC).