Privacy Policy

Who we are

Pollen is a digital product and AI consultancy that partners with organisations to design, build and improve digital products, services and experiences.

Throughout this policy, "Pollen", "we", "our" and "us" refer to Pollen.

What information we collect

The information we collect depends on how you interact with us.

Information you provide

This may include:

• your name
• email address
• phone number
• company name
• job title
• information you provide through contact forms
• information you provide during meetings, workshops or consultations
• correspondence you send to us
• recruitment information if you apply for a role with us

Information we collect automatically

When you visit our website, we may collect information such as:

• IP address
• browser type
• operating system
• device information
• pages visited
• referral source
• approximate location
• session information
• website usage analytics

This information helps us understand how people use our website and improve the experience.

How we collect information

We collect personal information when you:

• submit an enquiry through our website
• contact us by email, phone or social media
• subscribe to our communications
• attend a workshop or event
• become a client or supplier
• participate in research or interviews
• apply for employment
• interact with our website through cookies and similar technologies

Where practical, we collect information directly from you. In some circumstances, we may receive information from publicly available sources, business contacts, referrals or third-party service providers.

Why we collect information

We use personal information to:

• respond to enquiries
• provide our services
• communicate with clients and prospective clients
• deliver workshops and projects
• improve our website and services
• conduct research and product discovery
• recruit employees and contractors
• send marketing communications where appropriate
• comply with legal obligations
• protect our business, systems and users

We only collect information that is reasonably necessary for these purposes.

Personal information we handle for clients

Some of our projects involve personal information that our clients are responsible for, such as details of their customers, users, staff or research participants. This includes work for government agencies.

When we handle personal information on a client's behalf, we act on the client's instructions and the terms of our contract with them. The client's privacy policy explains how that information is managed, and we handle it in line with that policy and any privacy, security and confidentiality requirements in our contract. We only use this information to deliver the work we have been engaged to do.

If you want to access or correct personal information collected as part of a client project, or make a complaint about how it has been handled, please contact the organisation that collected it. If you contact us instead, we will refer you to them.

Cookies and analytics

Our website uses cookies and similar technologies to improve functionality and better understand how visitors use our website.

Cookies may be used to:

• remember preferences
• measure website traffic
• improve website performance
• understand visitor behaviour
• support marketing activities

We may use trusted third-party analytics and marketing platforms to help us understand website performance.

Most browsers allow you to control or disable cookies through your browser settings. Disabling cookies may affect some website functionality.

Marketing communications

If you subscribe to our updates or request information from us, we may occasionally send you news, insights, invitations or information about our services.

You can unsubscribe from marketing communications at any time using the unsubscribe link included in our emails or by contacting us directly.

Automated decision-making

We do not use computer programs, including AI tools, to make decisions about individuals that could significantly affect their rights or interests, or to do things that are substantially and directly related to making those decisions.

For example, we do not use automated tools to screen, rank or shortlist job applicants, and we do not use automated scoring to decide whether to work with a prospective client or supplier. People at Pollen make these decisions.

We do use software to help run our business, such as tools that store contact details, add publicly available business information to our customer relationship management records, or remind us to follow up with contacts. These tools do not make decisions about you.

If this changes, we will update this policy to describe the kinds of decisions involved and the kinds of personal information used, as required by the Privacy Act 1988 (Cth).

Sharing personal information

We may disclose personal information to trusted third parties where reasonably necessary to operate our business or deliver our services.

This may include:

• cloud hosting providers
• technology vendors
• payment providers
• professional advisers
• recruitment platforms
• marketing platforms
• contractors working on our behalf
• government or regulatory authorities where required by law

We do not sell personal information.

Overseas disclosure

Many of the technology providers we use operate globally.

As a result, personal information may be stored or processed in Australia or other countries, including the United States and other jurisdictions where our service providers maintain infrastructure.

Where personal information is disclosed overseas, we take reasonable steps to ensure appropriate privacy and security protections are in place.

Data security

Protecting information is important to us.

We maintain reasonable technical, administrative and organisational safeguards designed to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include:

• secure cloud infrastructure
• access controls
• two-step verification on staff Google Workspace accounts
• managed staff devices with security updates
• staff access management

While we take reasonable steps to protect personal information, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

Data breaches

If we become aware of a data breach involving personal information, we act to contain it and assess whether it is likely to result in serious harm to the people affected.

Where a breach is an eligible data breach under the Notifiable Data Breaches scheme in the Privacy Act 1988 (Cth), we will notify the affected individuals and the Office of the Australian Information Commissioner (OAIC). If a breach involves personal information we handle for a client, we will tell the client promptly so they can meet their own obligations.

Data retention

We retain personal information only for as long as reasonably necessary to fulfil the purposes outlined in this policy, comply with legal obligations, resolve disputes and enforce our agreements.

When personal information is no longer required, we take reasonable steps to securely delete or de-identify it where practicable.

Complaints

If you believe we have handled your personal information in a way that is inconsistent with this Privacy Policy or applicable privacy laws, please contact us.

We will investigate your complaint and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Third-party websites

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices of those websites. We encourage you to review their privacy policies before providing personal information.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, technology, legal obligations or privacy practices.

The latest version will always be published on our website, together with the date it was last updated.

Contact us

If you have any questions about this Privacy Policy or how we handle personal information, please contact us.

Pollen

Email: info@pollen.com.au

Address: Level 2/251 Riley Street, Surry Hills NSW 2010

If you are contacting us about a privacy request, please include enough information for us to verify your identity and understand your request.