Updated at January 31st, 2025
Client Sense (“we,” “our,” or “us”) is committed to protecting the privacy rights of our stakeholders, including our clients and their relationship data, our partners and our employees.
This Privacy Policy explains how we collect, use and disclose personal information in the course of delivering our services and operating our business. It reflects requirements under privacy laws of:
- Australian Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs);
- General Data Protection Regulation (GDPR), European Union;
- California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), United States;
- Other US State Privacy Laws;
- New Zealand Privacy Act;
- And other regions.
What is personal information?
“Personal information” means any information or opinion, whether true or not, and whether recorded in a material form or not, about an identified individual or an individual who is reasonably identifiable. In general terms, this includes information or an opinion that personally identifies you either directly (e.g. your name) or indirectly.
What personal information do we collect?
The personal information we collect about you depends on the nature of your dealings with us or what you choose to share with us.
The personal information we collect about you may include:
- Name / Username
- Phone Numbers
- Email Addresses
- Job Titles
- Company Name
How do we collect your personal information?
We collect your personal information directly from you when you:
- interact with us over the phone;
- interact with us in person;
- interact with us online;
- participate in surveys or questionnaires;
- attend a Cient Sense or Industry event;
- subscribe to our mailing list;
- apply for a position with us as an employee, contractor or volunteer;
How do we use your personal information?
We use personal information for many purposes in connection with our functions and activities, including the following purposes:
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To run our service and support customer accounts;
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To personalize your experience (your information helps us to better respond to your individual needs);
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To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you;
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To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs);
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To manage integrations requested by the client or end user;
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internal administrative purposes;
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marketing and research purposes.
Collecting personal information from third parties
We may also collect your personal information from third parties or through publicly available sources, for example from social media websites. You can control how much of your information social media websites make public by visiting these websites and changing your privacy settings.
We collect your personal information from these third parties so that we can provide the Client Sense services to our customers.
Disclosure of personal information to third parties
We may disclose your personal information to third parties in accordance with this Policy in circumstances where you would reasonably expect us to disclose your information. For example:
- We may share portions of our log file data (“usage data”), including IP addresses, for analytics purposes with third parties such as web analytics systems and CRM. This data may be used to estimate general location and other information such as connection speed, frequency, timing, pattern of use and the type of the device used to visit the website. This data may be processed for the purpose of analyzing the use of our website and services.
- We may engage trusted third-party service providers to perform functions and provide services to us, such as hosting and maintaining our servers and the website, database storage and management, e-mail management, customer service. We will likely share your personal information, and possibly some non-personal information, with these third parties to enable them to perform these services for us and for you.
- We may also disclose personal and non-personal information about you to government or law enforcement officials or private parties as we, in our sole discretion, believe necessary or appropriate in order to respond to claims, legal process (including subpoenas), to protect our rights and interests or those of a third party, the safety of the public or any person, to prevent or stop any illegal, unethical, or legally actionable activity, or to otherwise comply with applicable court orders, laws, rules and regulations.
Transfer of Personal Information Overseas
Because we serve clients and users in multiple regions, different privacy laws can apply at the same time.
Client Sense aims to apply the highest relevant standard to each user’s personal data. Where laws differ, we adopt the approach that offers stronger protection, subject to our contractual duties to clients.
Information collected via our website, through direct interactions with you, or from use of our services may be transferred from time to time to our offices or personnel, or to third parties, located throughout the world, and may be viewed and hosted anywhere in the world, including countries that may not have laws of general applicability regulating the use and transfer of such data.
Some of the third-party service providers may be based in or have servers located outside of Australia, including in Europe, UK, Canada, USA, New Zealand and others.
Where we disclose your personal information to third parties overseas, we will take reasonable steps to ensure that data security and appropriate privacy practices are maintained. We will only disclose to overseas third parties if:
- you have given us your consent to disclose personal information to that third party; or
- we reasonably believe that:
- the overseas recipient is subject to a law or binding scheme that is, overall, substantially similar to the APPs; and
- the law or binding scheme can be enforced; or
- the disclosure is required or authorized by the local law court / tribunal order.
We do not sell personal data. We do not share personal data with third parties for their own marketing. Where an integration is connected, we process and share data only as directed by the client that controls that integration.
Protecting your Personal Information – Maintaining Industry and Professional Standards
We take precautions to protect the security of your information. We have physical, electronic, and managerial procedures to help safeguard, prevent unauthorized access, maintain data security, and correctly use your information.
Many of our clients operate in legal, financial and advisory sectors. These sectors have strict expectations regarding confidentiality, information security and client communications.
We align our practices with these expectations by:
- Supporting client confidentiality obligations through our technical and organizational controls
- Applying security controls that are suitable for professional services environments
- Limiting access to client data to authorized personnel who need that access for support or technical work
- Following client directions regarding retention, deletion and handling of relationship data
Where our contracts with clients set higher standards than the laws described in this policy, we follow those contractual standards for the services covered.
However, neither people nor security systems are foolproof, including encryption systems. In addition, people can commit intentional crimes, make mistakes or fail to follow policies. Therefore, while we use reasonable efforts to protect your personal information, we cannot guarantee its absolute security. If applicable law imposes any non-disclaimable duty to protect your personal information, you agree that intentional misconduct will be the standards used to measure our compliance with that duty.
How to access and correct my information?
The rights you have to request updates or corrections to the information Client Sense collects depend on your relationship with Client Sense. Personnel may update or correct their information as detailed in our internal company employment policies.
Customers have the right to request the restriction of certain uses and disclosures of personally identifiable information as follows. You can contact us to:
- update or correct your personally identifiable information,
- change your preferences with respect to communications and other information you receive from us, or
- delete the personally identifiable information maintained about you on our systems (subject to the following paragraph), by cancelling your account.
Such updates, corrections, changes and deletions will have no effect on other information that we maintain, or information that we have provided to third parties in accordance with this Privacy Policy prior to such update, correction, change or deletion. To protect your privacy and security, we may take reasonable steps to verify your identity before granting you profile access or making corrections. You are responsible for always maintaining the secrecy of your account information.
You should be aware that it is not technologically possible to remove each and every record of the information you have provided to us from our system. The need to back up our systems to protect information from inadvertent loss means that a copy of your information may exist in a non-erasable form that will be difficult or impossible for us to locate.
Promptly after receiving your request, all personal information stored in databases we actively use, and other readily searchable media will be updated, corrected, changed or deleted, as appropriate, as soon as and to the extent reasonably and technically practicable.
Online Activity
Cookies
Client Sense uses “Cookies” to identify the areas of our website that you have visited. A Cookie is a small piece of data stored on your computer or mobile device by your web browser. We use Cookies to enhance the performance and functionality of our website but are non-essential to their use.
Most web browsers can be set to disable the use of Cookies. However, if you disable Cookies, you may not be able to access functionality on our website correctly or at all. We never place Personally Identifiable Information in Cookies.
Website Analytics
Our website uses Google Analytics to help us better understand visitor traffic, so we can improve our services. Although this data is mostly anonymous, it is possible that under certain circumstances, we may connect it to you.
Direct Marketing
We may send you direct marketing communications and information about our services, opportunities, or events that we consider may be of interest to you if you have requested or consented to receive such communications. These communications may be sent in various forms, including mail, SMS, fax and email, in accordance with applicable marketing laws, such as the Australian Spam Act 2003 (Cth). You consent to us sending you those direct marketing communications by any of those methods. If you indicate a preference for a method of communication, we will endeavor to use that method whenever practical to do so.
You may opt-out of receiving marketing communications from us at any time by
- following the instructions to “unsubscribe” set out in the relevant communication
- contacting us using the details set out in the “How to contact us” section below.
In addition, we may also use your personal information or disclose your personal information to third parties for the purposes of advertising, including online behavioral advertising, website personalization, and to provide targeted or retargeted advertising content to you (including through third party websites).
Retention of personal information
We will not keep your personal information for longer than we need to. In most cases, this means that we will only retain your personal information for the duration of your relationship with us unless we are required to retain your personal information to comply with applicable laws, for example record-keeping obligations.
Changes To Our Privacy Policy
We may change our Service and policies, and we may need to make changes to this Privacy Policy so that they accurately reflect our Service and policies. Unless otherwise required by law, we will notify you (for example, through our Service) before we make changes to this Privacy Policy and give you an opportunity to review them before they go into effect. Then, if you continue to use the Service, you will be bound by the updated Privacy Policy. If you do not want to agree to this or any updated Privacy Policy, you can delete your account.
Inquiries and complaints
For complaints about how Client Sense handles, processes or manages your personal information, please contact info@clientsense.com. Note we may require proof of your identity and full details of your request before we can process your complaint
Please allow up to 30 days for Client Sense to respond to your complaint. It will not always be possible to resolve a complaint to everyone’s satisfaction. If you are not satisfied with our response to a complaint, you have the right to contact the Office of Australian Information Commissioner (at www.oaic.gov.au/) to lodge a complaint, or your local Information Commissioner.
How to contact us
If you have a question or concern in relation to our handling of your personal information or this Policy, you can contact us for assistance as follows:
Email
Attention to Client Sense Privacy Officer
info@clientsense.com
Post
Attention: Client Sense Privacy Officer
Address: Level 3, 240 Queen Street, Brisbane, QLD 4000 Australia.