Privacy Policy
Effective date: 4 September 2026
Avvera respects the privacy of its clients, prospective clients, customers and individuals encountered during customer experience assessments.
This Privacy Policy explains how Avvera collects, uses, stores and manages personal information.
Avvera handles personal information in accordance with applicable Australian privacy laws and, where applicable, the Australian Privacy Principles.
1. Who we are
Avvera provides independent customer experience audits, digital assessments, complete customer journey assessments, ongoing monitoring and related services.
Avvera is operated by:
[LEGAL BUSINESS NAME] trading as Avvera
ABN: [ABN]
Email: [EMAIL]
2. Information we may collect
The personal information we collect depends on how you interact with Avvera.
It may include:
Your name, position and business contact details.
Information submitted through our website, enquiry forms, Client Audit Briefs and other communications.
Information about a client business, its customer journey, service standards, staff roles, systems, processes and areas of concern.
Billing and transaction information.
Emails, messages, booking confirmations, receipts and other records created during an assessment.
Information observed during a customer experience assessment where it is relevant to the agreed purpose.
Limited staff identifying information, such as a name, role or details of an interaction, where reasonably necessary to explain an assessment finding.
Website usage information that may be collected automatically through our website platform, cookies or analytics tools.
We aim to avoid collecting personal information that is not reasonably necessary for our work.
3. How we collect information
We may collect personal information:
Directly from you when you contact us, submit an enquiry, complete a Client Audit Brief, approve an assessment or communicate with Avvera.
From a client when information is provided for the purpose of designing or conducting an assessment.
From publicly available sources such as business websites, search listings, social media profiles and public reviews.
During a genuine customer experience assessment.
Through ordinary customer interactions including enquiries, bookings, purchases, emails, messages and service delivery.
Automatically through our website and technology providers where standard website analytics, security or cookie functionality is used.
4. Audit evidence
Avvera may collect and retain evidence reasonably necessary to prepare and verify an assessment.
This may include written notes, receipts, booking confirmations, emails, messages, screenshots and photographs of customer facing information.
Where lawful in the location and circumstances of the assessment, an assessor may also make a temporary audio recording of a conversation in which the assessor is personally participating.
Any temporary audio recording is used only as an internal accuracy and quality checking aid. It does not ordinarily form part of the report provided to the client.
Avvera does not intentionally record unrelated private conversations in which the assessor is not participating.
Temporary audio recordings are permanently deleted once the relevant audit documentation and report preparation have been completed and quality checked, unless retention is required by law.
If Avvera is not satisfied that recording is lawful and appropriate in the circumstances, the assessment will proceed without audio recording.
5. Why we collect and use information
We may collect, hold and use personal information to:
Respond to enquiries.
Understand a prospective client's requirements.
Design and conduct customer experience assessments.
Prepare reports, findings and recommendations.
Verify the accuracy of assessment observations.
Communicate with clients and authorised recipients.
Process payments and maintain business records.
Manage complaints, disputes and quality assurance.
Improve Avvera's services, processes and website.
Meet legal, regulatory, insurance, accounting or record keeping obligations.
We will not use personal information for an unrelated purpose unless permitted or required by law.
6. Staff information and audit findings
Customer experience assessments may involve observations about employees or other representatives of a client business.
Avvera seeks to minimise unnecessary personal information.
A Confidential Management Report may identify a staff member by name, role, interaction or another limited identifier where reasonably relevant to management's understanding of a finding.
An optional Team Edition is prepared separately and avoids unnecessary staff identification and sensitive management information.
The client is responsible for deciding how audit findings are used within its organisation and for complying with its own employment, workplace, privacy and consultation obligations.
7. Confidentiality
Client information and audit findings are treated as confidential.
Avvera will not publicly identify a client, publish an audit result, use a report as a case study or publish a testimonial attributed to a client without permission.
Information may be shared with personnel, contractors or professional advisers who genuinely require access for the relevant purpose and who are expected to maintain appropriate confidentiality.
We may also disclose information where required or authorised by law.
8. Storage and security
Avvera takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
Information may be stored electronically using website, email, cloud storage, accounting and business administration providers.
No method of electronic storage or transmission is completely secure. While reasonable precautions are taken, Avvera cannot guarantee absolute security.
9. Overseas processing and service providers
Some technology and service providers used by Avvera may store or process information outside Australia.
This may include providers used for website hosting, email, cloud storage, analytics, payment processing or other business systems.
The locations used by these providers may change over time and may include the United States and other countries.
Where required by applicable law, Avvera will take reasonable steps in relation to the handling of personal information by overseas recipients.
10. Retention and deletion
Avvera retains personal information only for as long as reasonably required for the purpose for which it was collected, legitimate business records, quality assurance, dispute management or legal obligations.
Working papers and audit evidence may be retained for a reasonable period and then securely deleted or de identified where appropriate.
Temporary assessor audio recordings are subject to the shorter deletion process described in this Policy.
11. Website cookies and analytics
The Avvera website may use cookies and similar technologies required for website functionality, security, analytics and performance.
These technologies may collect information such as browser type, device information, pages visited and general usage information.
You may be able to control cookies through your browser settings, although disabling certain cookies may affect website functionality.
12. Access and correction
You may contact Avvera to request access to personal information we hold about you or to ask us to correct information that is inaccurate, incomplete or out of date.
We may need to verify your identity before providing access or making a correction.
There may be circumstances where access cannot be provided, including where providing access would unreasonably affect another person's privacy, reveal confidential or commercially sensitive information, or where access may lawfully be refused.
13. Privacy enquiries and complaints
If you have a question or concern about how Avvera has handled personal information, please contact:
Email: [EMAIL]
Please provide enough information for us to understand and review your concern.
We will consider privacy complaints in good faith and aim to respond within a reasonable period.
Where applicable, you may also have the right to contact the Office of the Australian Information Commissioner.
14. Changes to this Privacy Policy
Avvera may update this Privacy Policy from time to time to reflect changes to our services, systems, information handling practices or legal requirements.
The current version will be published on our website with its effective date.