1. Who We Are

This website is operated by Ben Lomond Alpine Resort Pty Ltd (referred to as "we", "us" or "our").

Our website is benlomondalpineresort.com.au .

We operate alpine recreation services at Ben Lomond, Tasmania, including ski lift operations, snowmaking, equipment rental, ticketing and related visitor services.

We aim to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

2. Information We Collect

Depending on how you interact with us, we may collect the following information:

• Your name, email address, telephone number and contact details.
• Billing details and information relating to your purchases and transactions.
• Lift ticket, season membership, equipment rental, lesson and other booking information.
• Information about participants, including names, ages or age categories where required for bookings and appropriate equipment.
• Equipment sizing details, such as height, weight and shoe size, where required.
• Customer enquiries, correspondence, feedback, refund requests and complaints.
• Information you provide when entering competitions or subscribing to marketing.
• Website usage information, including IP address, browser type, device information, cookies and pages visited.

Where reasonably necessary, we may also collect limited health or accessibility information voluntarily provided in connection with safety, an incident, equipment suitability or a request for assistance. Sensitive information is handled with additional care and collected with consent or where otherwise permitted by law.

3. How We Collect Information

We may collect personal information when you:

• Purchase tickets, memberships or packages.
• Book equipment rentals, lessons or activities.
• Create or use an online customer account.
• Contact us through our website, email or telephone.
• Visit our premises or use our services.
• Subscribe to promotional communications.
• Participate in competitions, promotions or surveys.
• Browse or interact with our website.

We generally collect information directly from you, but may receive relevant booking or service information from authorised representatives, booking platforms or service providers.

Where lawful and practicable, you may contact us anonymously or using a pseudonym. However, identification may be necessary to process purchases, bookings, memberships or refunds.

4. How We Use Your Information

We use personal information for purposes related to operating our resort and delivering services, including:

• Processing and managing purchases, bookings, memberships and equipment rental.
• Providing customer service and responding to enquiries.
• Communicating booking confirmations, receipts and important service changes.
• Administering credits, refunds and other customer entitlements.
• Managing safety incidents and providing appropriate assistance.
• Operating, securing and improving our website and customer systems.
• Analysing visitor trends and improving our services.
• Sending marketing communications where permitted by law.
• Meeting legal, taxation, accounting and regulatory obligations.

We do not sell customer personal information to third parties for their independent marketing.

5. Online Bookings and Payments

When you purchase a product or service online, we collect the information necessary to complete and administer your transaction.

Payment transactions may be processed using secure third-party payment providers. These providers process payment information under their own privacy and security arrangements.

We may retain transaction references, payment status, billing information and purchase records for customer service, accounting, refunds, fraud prevention and legal obligations.

Payment card information is handled according to the arrangements of the payment provider used for the transaction.

6. Season Memberships and Customer Accounts

If you purchase a season membership or create a customer account, we may retain information necessary to administer your membership, purchases, entitlements and account.

This may include membership status, purchase history, applicable discounts, credits, eligibility and communications.

Information may be shared with relevant participating service providers where necessary to deliver an advertised membership benefit, subject to applicable privacy requirements.

7. Marketing Communications

We may send promotional emails or other communications about season memberships, lift tickets, events, special offers, resort news and related services where you have consented or where permitted by law.

You can unsubscribe from marketing emails using the unsubscribe link included in the message or by contacting us.

Unsubscribing from promotional messages does not prevent us from sending essential transactional or service communications relating to your existing bookings or purchases.

8. Cookies and Website Analytics

Our website uses or may use cookies and similar technologies to provide website functionality, support online shopping, remember preferences, protect against misuse and understand website performance.

These technologies may collect information such as IP address, browser type, device information and website activity.

Cookies may be used by WordPress, our e-commerce system, payment services, website security tools and analytics or advertising services where installed.

You can manage or block cookies using your browser settings. Disabling essential cookies may affect login, shopping cart, checkout and other website functions.

9. Information Sharing

We may disclose personal information where reasonably necessary to provide services or comply with the law, including to:

• Payment processors and transaction providers.
• Website hosting, ticketing, booking and technology providers.
• Email and customer communication services.
• Service partners involved in delivering purchased products or member benefits.
• Professional advisers, insurers and authorised contractors where appropriate.
• Emergency services or relevant authorities where reasonably necessary or required by law.
• Government and regulatory bodies where disclosure is legally required or authorised.

We take reasonable steps to ensure service providers handle personal information appropriately and use it only for authorised purposes.

10. Overseas Data Processing

Some website, cloud hosting, payment, communications or other technology providers may process or store information outside Australia.

Where overseas disclosure occurs, we take steps required by applicable privacy law to protect personal information.

Further information about the location of relevant service providers can be requested using our contact details below.

11. Security and Data Storage

We take reasonable technical, administrative and organisational measures to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include controlled access to customer systems, secure connections, account authentication and appropriate service provider safeguards.

No online platform or method of electronic storage can be guaranteed completely secure.

12. Retention of Personal Information

We retain personal information for as long as reasonably required to provide services, maintain business records, resolve disputes and meet our legal obligations.

Different information may have different retention requirements. For example, transaction records may need to be retained for accounting and taxation purposes.

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

13. Children and Family Bookings

Families may purchase tickets, memberships, equipment rental and other services for children.

We may collect limited information about children where necessary to manage bookings, determine age-based eligibility, provide appropriately sized equipment or support safety requirements.

Parents or guardians should provide children's personal information where appropriate and ensure it is accurate.

We do not knowingly use children's personal information for marketing in ways that would be inconsistent with applicable law.

14. Photography and Video

Photographs and video may be captured during resort operations, events and promotional activities.

Where identifiable individuals are featured in promotional material, we seek appropriate permission where required.

Safety and security cameras may also operate at relevant resort facilities. Footage may be used for security, safety, incident investigation and other lawful purposes.

If you have concerns about an identifiable image or video published by us, please contact us so we can review the matter.

15. Third-Party Websites and Embedded Content

Our website may contain links to external websites or embedded content, including videos, maps, weather information and social media services.

These external providers may collect information or use cookies according to their own privacy policies.

We recommend reviewing their privacy practices before providing personal information to those services.

16. Access and Correction

You may contact us to request access to personal information we hold about you or to ask that inaccurate, incomplete or outdated information be corrected.

We may need to verify your identity before processing your request.

We will consider requests in accordance with applicable privacy law and explain any lawful reason for refusing access or correction.

You may also request deletion of information. We will assess such requests, taking into account legal retention obligations and other applicable requirements.

17. Privacy Complaints

If you believe your personal information has been handled inappropriately, please contact us with details of your concern.

We will review your complaint, investigate where appropriate and provide a response within a reasonable period, generally aiming to respond within 30 days.

If you are dissatisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC).

OAIC website: www.oaic.gov.au

18. Changes to This Policy

We may update this Privacy Policy to reflect changes in our services, technology, business operations or applicable laws.

The latest version will be published on this website with an updated revision date.

We encourage visitors to review the policy periodically.