Privacy Policy and Credit Information Policy

Vitasoy Australia Products Pty Ltd (ABN 18 088 959 835) and its subsidiaries (“Vitasoy Australia” or “we”, “us” or “our”) are committed to protecting the privacy of any personal information we hold in accordance with the Privacy Act 1988 (Cth) and other applicable privacy laws.

This policy applies to Vitasoy Australia and its subsidiaries from time to time.


1. About this policy

This policy includes information about:

  • the kinds of personal information, credit information and credit eligibility information we handle (collect, use, hold and disclose);
  • how we handle your personal information;
  • the purposes for which we generally handle your personal information;
  • how you may access and seek correction of your personal information;
  • how you may complain about our handling of your personal information (including about any non-compliance with the Australian Privacy Principles (APP) or the Credit Reporting Code 2014 (if we handle your credit information)); and
  • whether we are likely to disclose your information to overseas recipients.

This policy also forms part of the Terms and Conditions that apply to your use of our website, which you should also read.

Depending on the products or services you obtain from us or how you may otherwise interact with us, we may collect your personal information, credit information or credit eligibility information.

Other notifications, terms and conditions may also apply to your interactions with us, such as:

  • the privacy and security terms set out in any agreements applicable to you; and
  • the collection notices and privacy statements which may be provided to you at the time your personal information is collected.

“Personal information” is defined in the Privacy Act, and means information or an opinion about an identified individual, or an individual who is reasonably identifiable. In this Privacy Policy, whenever we use the term “personal information”, we are referring to this legal definition. Personal information does not include aggregated or de-identified data.


2. What personal information do we collect and hold?

The types of personal information we collect and hold will depend on the nature of your relationship with us (for example, if you are a customer, distributor, business contact, staff member or job applicant).

In limited circumstances we collect sensitive information, including health information.

The personal information we may collect (but do not always collect) includes:

Type of personal information What this includes How and when do we collect this information?
Personal and business contact details This may include your:

  • name;
  • gender;
  • date of birth; and
  • contact details (such as your personal and/or work address, phone number, email address, business name, and details of any of your authorised representatives).
 We may collect this information directly from you in person, via email, over the phone or via our website:

  • when you request information from, or have dealings directly with us or one of our related companies;
  • when you access or request information from our website (including from our “Get in Touch” form to leave a Complaint, Compliment or General Enquiry), social media sites, or the website of one of our related companies;
  • when you provide information to our Customer Enquiries Centre;
  • participate in a customer survey or otherwise provide feedback;
  • participate in a competition or trade promotion conducted by us or one of our related companies;
  • if you apply for a position with us; and
  • if you otherwise interact with us as part of our operations.
Transactional and business information This may include your:

  • transaction records;
  • product preferences; and
  • purchase history.
 We may collect this information if you are a customer, distributor or supplier in our dealings with you.
Workplace information This may include:

  • details of your employment history;
  • information about your education, qualifications and certifications;
  • your tax file number;
  • your work eligibility;
  • your suitability for the role you are applying for;
  • details about your referees;
  • health information (including biometric information in limited circumstances) and incident reports – this may include sensitive information; and/or
  • other information provided as part of our recruitment process.
 We may collect this information through our recruitment process when you apply for a position with us, or otherwise during your employment.

We may also collect this information about you indirectly from your employer if you are employed by one of our service providers.
Background check information This may include national police check information (if applicable) – this may include sensitive information, such as if you have a criminal record. We may collect this information directly from you, when you apply for a position with us, or otherwise during your employment.

We may also collect this information indirectly:

  • from third parties (for example, verification providers, referees, previous employers, or government authorities); and/or
  • publicly available information (for example, court decisions).
Proof of identity information This may include:

  • your driver’s licence;
  • your passport;
  • your nationality;
  • your visa (if applicable);
  • your tax file number; and/or
  • other similar identity information.
 We may collect this information directly from you if you are a job applicant or staff member or otherwise in the course of doing business with you if required.
Call recording / CCTV information / IT monitoring This may include call recordings, CCTV footage, and IT monitoring data. We may collect call recording information from calls that you make to us. You will always be advised before a call is recorded. We record calls made to our 1300 customer line.

We may collect CCTV footage of you from CCTV surveillance systems that monitor some of our premises, including our factories, when you enter such locations.

If you are a staff member, we may collect IT monitoring data for cyber security and other workplace purposes.
Photos, videos and/or voice recordings This may include photos, videos or voice recordings you are featured in. We may collect this type of personal information directly from you or indirectly through third party suppliers, for example, if you take part in a marketing promotion and agree to be photographed or interviewed by us.

We collect this information via certain video conferencing platforms during normal business operations (and we will let you know if we are recording a call or video conference).

We may collect voice recording if you call our Customer Enquiries Centre.
Publicly available information Information that is publicly available online, such as on online forums, websites, and social media channels (for example, information that relates to a complaint, search results, etc.). We may collect this directly from the publicly available source (e.g. online forums, websites, or social media channels).
Other types of information collected during our interactions This may include records of any queries or complaints that you make, and information that you provide us, so that we can provide you with information regarding our products and services. We may collect this information either directly from you or indirectly through our third party suppliers when you:

  • request information from, or have dealings directly with us or one of our related companies;
  • provide information to our Customer Enquiries Centre;
  • access or request information from our website, social media sites or the website of one of our related companies; and
  • respond to customer satisfaction, product development, quality control, research surveys and similar activities.
Company-related information This may include:

  • director details;
  • ASIC search results; and/or
  • information about your company’s employees, contractors or suppliers.
 We may collect this information from you as part of our supplier onboarding process if you are a current or prospective supplier, or from publicly available sources such as ASIC.
Online and digital services information This may include information (that is not always identifiable) about your:

  • network and device information (such as your device ID, type and IP address);
  • geo-location information;
  • browsing information, including information about how you interact with our website, the pages you visit, what content you viewed and your session duration;
  • web form inputs such as your name, address, email address and phone number;
  • transaction data; and/or
  • information collected from cookies and/or tracking pixels.
 We may collect this information about you from third party marketing agencies we use, including when you use our website, via use of online behavioural tracking technologies such as cookies and/or tracking pixels.
Unsolicited information Unsolicited personal information is personal information we receive that we have taken no active steps to collect (for example, an employment application sent to us by an individual on their own initiative, rather than in response to a job advertisement). We may collect this information directly from you when you contact us. Please note that we may keep records of unsolicited personal information to the extent that it is permitted by the Privacy Act (for example, if the information is reasonably necessary for one or more of our functions or activities).

If not, we will destroy or de-identify the information as soon as practicable, provided it is lawful and reasonable to do so.
Information required to be collected by law We may also hold other kinds of personal information as permitted or required by law. We may collect this as required.


In some circumstances, we may also collect your personal information from other related entities or third parties (including our distributors or franchise owners), but where we do so, we will ensure that we act in accordance with relevant privacy laws.


3. Why do we collect, hold and use your personal information?

We collect, hold and use your personal information to perform our business functions and activities. These purposes include (but are not limited to):

Purpose Explanation
To provide you with goods or services We may handle your personal information to:

  • provide you with the goods or services you request;
  • provide you with customer service support;
  • inform you of upcoming events, special promotions and offers, discounts and other matters which we consider may be of interest to you;
  • receive your complaints and address any matters raised.
To promote our products and services We may handle your personal information to promote and market our current and future products and services (including to you).
To manage and improve our products and services We may handle your personal information to:

  • conduct research (including but not limited to client surveys) concerning our current and future products or services;
  • administer, review and optimise the performance of our distribution network (including allocating customers to distributors/franchise owners) and improve the effectiveness of any software used by the distribution network;
  • improve our products and services, including to assist with our training of staff;
  • test, train, improve, maintain and develop our technology systems (including artificial intelligence tools), products and services, including via the use of artificial Intelligence;
  • administer and improve the operation or navigation of our website;
  • conduct the general operation and management of our business;
  • maintain appropriate work, health and safety standards at our offices, factories and distribution centres; and
  • manage payments and debt recovery.
To manage your working relationship with us If you are a current or prospective employee or contractor, we may handle your personal information to:

  • verify your identity;
  • undertake recruitment activities;
  • consider your suitability as a prospective employee or contractor;
  • manage our working relationship with you;
  • investigate incidents (including potential incidents) which occur at our premises; and
  • perform administration and management purposes.
To protect security We may handle your personal information to protect the security of our offices, employees, customers and the property held on our premises.
To create de-identified or aggregate data for data analytics We may handle your personal information to create de-identified or aggregate data sets (which is no longer personal information) to assist with our business decisions, such as to:

  • help us in understanding trends in customer behaviour (such as the success of our promotions, and our different marketing campaigns);
  • create look-a-like audiences for the purposes of providing targeted advertising to other customers;
  • perform research and statistical analysis, including for customer satisfaction and service improvement purposes;
  • improve the products and services we offer; and
  • develop new products and services that better meet our customers’ preferences and behaviours.
To assist with any business, share sale or corporate restructure We may handle your personal information for the purpose of facilitating or implementing a transfer or sale of all or part of our assets or business or if we undergo any other kind of corporate restructure, acquisition or sale.
To comply with legal and regulatory obligations We may handle your personal information for the purpose of complying with our obligations under any applicable laws and regulations, including privacy laws.


We may also use your personal information for other purposes which are related to those listed above and which will be made clear to you at the time we collect that information, or for such purposes as may be required or permitted by law.

If we use your personal information for direct marketing purposes, all correspondence sent to you by us will give you the opportunity to “opt out” of receiving any further direct marketing correspondence. If we use your personal information to send you any direct marketing communications, you have the right to request that we provide you with the source of that personal information. There is no fee for requesting this information. Unless it is impracticable or unreasonable to do so, we will provide you with the source of the personal information.


4. Credit information and credit eligibility information

When you apply for credit (or provide a guarantee in respect of any credit), we will collect information and credit eligibility information. We may collect the following credit information about you:

  • identification information;
  • consumer credit liability information;
  • repayment history information;
  • financial hardship information;
  • a statement that an information request has been made in relation to the individual by a credit provider, mortgage insurer or trade insurer;
  • the type of consumer credit or commercial credit, and the amount of credit, sought in the application that has been made by the individual to a credit provider and in connection with which the provider has made an information request in relation to the individual;
  • default information;
  • payment information;
  • new arrangement information about the individual;
  • court proceedings information about the individual;
  • personal insolvency information;
  • publicly available information about the individual:
    • that relates to the individual’s activities in Australia or the external Territories and the individual’s credit worthiness; and
    • that is not court proceedings information about the individual or information about the individual that is entered or recorded on the National Personal Insolvency Index; or
  • the opinion of a credit provider in relation to serious credit infringements by you.

We may also collect the following credit eligibility information about you:

  • credit reporting information about you that was disclosed by a credit reporting body;
  • CP derived information about you. CP derived information is personal information that:
    • is derived from credit reporting information that was disclosed by a credit reporting body;
    • has a bearing on the individual’s credit worthiness; and
    • that is used, has been used or could be used in establishing the individual’s eligibility for consumer credit.

We use credit information and credit eligibility information that we obtain from you in order to assess your credit worthiness, to assess your application for the products and services that we offer and to provide that product or service to you. This may involve undertaking credit checks.

We use your personal information to assess your application for the products and services that we offer and to provide that product or service to you, including to undertake credit checks.

When we collect credit reporting information from you, we will use it to derive information that has a bearing on your credit worthiness and use it to establish your eligibility for credit. For example, we will derive credit scores from a credit agency to determine your credit eligibility.


5. Will we give your information to anyone else?

We may share your personal information, credit information or credit eligibility information to third parties:

  • for the reasons for which we collect, hold and use that information (as set out above);
  • for other purposes explained at or before the time we collect your personal information; or
  • where we are otherwise allowed or required to do so under law.

Some of the third parties we may share your personal information with include:

Recipient Explanation
Other members of the Vitasoy Group We may share your personal information with entities within the Vitasoy Group (as appropriate), for example, where that entity provides us with backend IT support or other corporate services.
Our service providers, advisors and other entities we do business with We may share your personal information with our consultants, contractors and service providers performing services including (but not limited to) IT service providers, promotions agencies, advertising agencies, legal and accounting services, credit reporting, mail-house, transport, prize providers, marketing, data analysis and processing and printing services.

We may also share your personal information with our distributors/franchise owners, as necessary for their business operations.
Corporate restructure or potential restructure We may share your personal information with people or entities considering acquiring an interest in us or the Vitasoy Group, for the purpose of facilitating or implementing a transfer or sale of all or part of our assets or business, or if we undergo any kind of corporate restructure. In this context, your personal information may be transferred to another entity.
Government and law enforcement agencies We may share your personal information with law enforcement agencies, other governmental bodies or agencies (for example, ASIC) or third parties:

  • if we are required by law to do so, or in other limited circumstances (for example if required by a court order or regulatory authority); or
  • in order to conduct our business, for example, if we believe that such action is necessary to prevent fraud or cyber-crime or to protect our website, our products or technology assets or the rights, property or personal safety of any person).
Referees If you are applying for a position with us, we may share your personal information with your nominated referees to validate details you have provided us with, including your resume, qualifications, experience, training or abilities.
Marketing agents We may share your information with marketing agents that assist us with our marketing communications or who send you marketing communications on our behalf.


These recipients may operate or hold data in Australia or overseas. This means:

  • if you are a staff member, generally speaking personal information relating to you is only stored in Australia, Ireland, Japan, New Zealand, and Singapore; and
  • otherwise, your personal information may be stored, transferred, or made accessible, to recipients located in jurisdictions outside of Australia, which may include (but are not limited to) Canada, China, Hong Kong, Japan, Macau, New Zealand, the Philippines, Singapore, United States.

If we provide your information to such a party, we generally require the third party to take reasonable steps to protect your personal information securely, and in accordance with applicable privacy laws. We only ever share your personal information outside of Australia where we are permitted to do so under the Privacy Act.

We may also disclose your personal information to other third parties where you have provided your consent, or we are otherwise required or permitted to under applicable law.


6. Your rights of access and correction

The accuracy of your personal information (and if applicable, credit eligibility information) is important. We take reasonable steps to ensure personal information and credit eligibility information we hold about you is accurate, complete, up-to-date, relevant and not misleading. If you believe that any personal information or credit eligibility information we hold about you is incorrect, please contact us using the Contact Us details below.

You have a general right to access the personal information and credit eligibility information we hold about you. You may contact using the Contact Us details below to request details of your personal information or credit eligibility information. We can deny your request in some circumstances and if we do so, we will provide you with written reasons for that denial. We will take reasonable steps to give access in a way that meets both our needs and your needs. While there is no fee for requesting access to the personal information or credit eligibility information we hold about you, we reserve the right to charge a reasonable fee for the preparation and provision of that information to you.

You also have the right to request the correction of personal information and/or credit eligibility information which we hold about you. You may do so at any time by contacting us using the Contact Us details below. We do however reserve the right to refuse to correct your information in some circumstances. If we refuse to correct any personal information and/or credit eligibility information about you, and subsequent agreement cannot be reached between the parties on this issue, you may request that a note or statement regarding the correction requested be attached to your personal information and/or credit eligibility information. We will not charge you a fee for requesting a correction to your personal information and/or credit eligibility information, correcting that information or for attaching a statement to your personal information and/or credit eligibility information (as relevant). Even if you don’t submit such a request, if we are satisfied that, having regard to the reasons for which we hold your personal information and/or credit eligibility information, that personal information and/or credit eligibility information is inaccurate, incomplete, out-of-date, irrelevant or misleading, we may take reasonable steps to correct that information.


7. Changes to this Privacy Policy

We reserve the right to change this Privacy Policy from time to time. If we make changes to this Privacy Policy, we will post a copy of the updated policy on this website and your continued use of this website or interactions with us or a distributor or franchise owner following that posting will constitute your acceptance of the terms of the updated policy.


8. How can you obtain more information or lodge a privacy or credit reporting complaint?

You can use the Contact Us details below to reach us if you:

  • require further information regarding this Privacy Policy or any other steps we have taken to protect your personal information or privacy;
  • have any concerns or a complaint regarding our privacy practices or our management of your personal information; or
  • consider that we have not complied with the Australian Privacy Principles and/or Privacy (Credit Reporting) Code 2014.

We acknowledge and take very seriously every privacy and/or credit reporting query and complaint that we receive. If you make a privacy complaint, and your personal information is governed by the Privacy Act, the following will occur:

No. Step
1. We will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally acknowledge your complaint within a week.
2. If your complaint requires more detailed consideration or investigation:

  • we will acknowledge receipt of the complaint within a week and endeavour to complete the investigation into the complaint promptly; and
  • we may ask you to provide further information about your complaint and the outcome you are seeking.
3. We will then typically gather relevant facts, locate and review relevant documents and speak with the individuals involved. This may also involve requesting information from third parties.
4. In most cases, we will respond to your complaint within 30 days from receipt. If the matter is more complex or the investigation may take longer, we will let you know.
5. If you’re not satisfied with how we have handled your matter, you may wish to contact the Office of the Australian Information Commissioner via the contact details listed at http://www.oaic.gov.au/about-us/contact-us-page.


Contact Us

You can contact us using the following details:

  • Phone: Vitasoy Australia Products Consumer Enquiries
    1800 001 029 (Australia); or
    0800 848 300 (New Zealand);
  • Website: visit our ‘Get In Touch’ page on https://soy.com.au/contact/; or
  • Email: VAP-privacy@vitasoy.com

Last updated: June 2026