At Coles, we respect the privacy of your personal information in our care. Personal information means information which identifies you as an individual or from that you can be reasonably identified.
From 1 May 2023, Viva Energy Retail Pty Ltd (Viva Energy) became the owner of sites currently trading as ‘Coles Express’. Information about how Viva Energy collects and handles personal information is available at www.vivaenergy.com.au/contact/privacy-policy
We collect, hold, use and disclose your personal information so that we can provide goods and services to you, improve and personalise our services for you and operate our business effectively. This includes, but is not limited to:
The types of personal information we collect for the purposes listed in Section 2 includes, but is not limited to:
Anonymity You have the option to engage with Coles anonymously. However, if you choose to interact with Coles anonymously, we may not be able to provide our products or services to you, or make some offers available to you without your personal information. For example, we may not be able to deliver items ordered online to your home address if you do not provide us with your residential address, or we may not be able to award you flybuys points for transactions made at store if you do not provide your flybuys number.
We collect your personal information when you interact or transact with us. This includes, but is not limited to, when you:
We may also collect personal information from third parties including from:
We may also generate new personal information from time to time – e.g. reports or analysis based on other information we hold about you. We hold personal information electronically and in hard copy, at our own facilities and with the assistance of our service providers. We implement a range of measures, including people, process, and technology controls to protect the security of your personal information. Examples of these measures include:
We often work co-operatively within the Coles Group, and may share personal information with other members of the Group. We also work with suppliers and third parties that carry out specific functions on our behalf, so that we can provide you with goods and services and carry out the activities listed in Section 2. These third parties assist us with the below services, which includes, but is not limited to:
Other third parties we share personal information with include:
We use systems, customer service teams and service providers located within Australia and in overseas locations that include Argentina, Canada, EU Member States, Hong Kong, India, Israel, Japan, New Zealand, Philippines, Singapore, South Africa, United Kingdom, United States, and Vietnam. We may share personal information with third parties in these countries. From time to time, this list of countries may change.
Coles operates a range of websites, mobile apps, email services, online advertisements and social media profiles, which are collectively known as Coles Digital Services. We want you to be confident that your personal information is being used to offer you a better and more personalised experience across Coles. We and our suppliers (such as Facebook, Google, Oracle and Adobe) use various technologies, such as cookies, beacons, tags and pixels, to personalise and improve your customer experience as you use our Coles Digital Services. Cookies and similar technologies may also help us to detect fraudulent activity or to prevent security breaches and so we may collect information about your device from within the cookie. These technologies within our Coles Digital Services may be used to do the following:
If you wish to access or correct any personal information we hold about you, please contact us as set out in Section 9.
When making an access request, please provide as much detail as you can about the specific information you seek, in order to help us retrieve it. Under the Privacy Act and other relevant laws, we are required to provide a written response to you if we are unable to respond to your request, outlining the reasons why we were unable to do so.
Where you request Coles to correct information we hold about you, but Coles elects not to make the requested correction, you may request Coles to add a note to your information outlining your position.
If you have any questions or complaints about this Policy, or our handling of your personal information, you can contact us as set out in Section 9.
Once a complaint has been lodged, we will let you know who will be handling your matter and when you can expect a full response within 30 days. If you are not satisfied with our response, please let us know and we will investigate further and respond to you.
If you are still not satisfied, you can contact the Office of the Australian Information Commissioner, whose contact details are set out in Section 9.
Queries regarding privacy should be directed to Coles Customer Care at:
Phone: 1800 061 562
Post: Privacy Officer, Coles Group, 800 Toorak Road, Hawthorn East VIC 3123
Office of the Australian Information Commissioner
GPO Box 5218 Sydney NSW 2001
Telephone: 1300 363 992