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Privacy Policy

Last updated: 9 November 2026

1. Introduction

Raremedia Pty Ltd (ABN 81 078 632 505), trading as RARE ("we", "us", "our"), is committed to protecting your personal information.

This policy describes how we collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It covers this website, the website chat, and messages sent to our Facebook Page and Instagram account.

2. What personal information we collect

We may collect:

Your name, email address and phone number
Your organisation name and role
Information you give us through forms, chat, email, phone or social media messages
Your Facebook or Instagram name and profile picture, and the content of your messages, when you message us there
Website usage data, including IP address, browser type, device type, pages visited and referring URL

We do not ask for sensitive information (such as health information, religious beliefs or political opinions). If you volunteer it, we treat it with care and use it only to deal with your enquiry.

3. How we collect personal information

Directly from you, when you complete a form, use the website chat, message us on Facebook or Instagram, or email or phone us
From third parties, such as referral partners, with your knowledge or consent
Automatically, through cookies and analytics tools when you visit this website

4. Why we collect personal information

To respond to your enquiries and communicate with you
To provide and manage our services, and to send invoices
To keep a record of enquiries and conversations
To improve our website and services
To comply with our legal obligations

We do not use or disclose your personal information for another purpose unless you consent, the purpose is related and you would reasonably expect it, or the law requires or authorises it. We do not sell personal information.

5. Facebook Messenger, Instagram and website chat

When you send a message to the RARE Facebook Page or Instagram account, we receive your name, profile picture and the content of your message through Meta's platform. These messages go into our self-hosted customer inbox at chat.rare.systems, which is hosted in Sydney, Australia.

The website chat works the same way. Anything you type into the chat, and any name or contact details you give us there, goes to the same inbox.

We use this information only to reply to you and to keep a record of your enquiry. We do not use it for advertising and we do not pass it to other businesses.

An automated assistant may draft or send a first reply to your message. To do that, the text of your message is processed by an AI service provider, which may be located in the United States. A member of our team can read the conversation and follow up.

Meta handles your messages under its own terms and privacy policy before they reach us. To remove our access to your Facebook information, or to ask us to delete the messages we hold, see our data deletion page.

6. Marketing communications

We send marketing communications only with your consent, in line with the Spam Act 2003 (Cth). You can opt out at any time by using the unsubscribe link in any marketing email or by contacting us using the details in section 13.

7. Disclosure of personal information

We may disclose your personal information to service providers who help us run the website, email, analytics, hosting and our customer inbox, to our professional advisers, to authorities where the law requires, and to anyone else with your consent. We take reasonable steps to make sure those recipients handle your information consistently with the Australian Privacy Principles.

8. Overseas disclosure

Some of our service providers store or process information overseas. Your information may be disclosed to recipients in the United States, including Google (website analytics, reCAPTCHA and maps), Meta (Facebook and Instagram messages) and the AI service provider behind the automated assistant described in section 5. Our customer inbox is hosted in Australia.

9. Data security

We take reasonable technical and organisational steps to protect your personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include encrypted transmission (SSL/TLS), access controls limiting who can view personal information, and hosting with reputable providers. We destroy or de-identify personal information when we no longer need it, unless the law requires us to keep it.

10. Cookies and analytics

This website uses Google Analytics (via the Google tag) to count visits and understand how the site is used. It sets cookies in your browser and sends usage data to Google. The contact form uses Google reCAPTCHA to block spam, and the contact page loads Google Maps. We do not use the Meta Pixel on this website.

You can disable cookies in your browser settings. Some parts of the website may not work properly without them.

11. Automated decision-making

We do not use automated decision-making systems to make decisions that could reasonably be expected to significantly affect your rights or interests. The automated assistant described in section 5 drafts or sends first replies to enquiries only.

12. Your rights

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it. Email us using the details below and we will respond within 30 days. We may refuse access in limited circumstances permitted by law, and if we do we will tell you why in writing. There is no charge for making a request.

This website is not directed at children under 16, and we do not knowingly collect their personal information.

13. Complaints and contact

Privacy Officer, Raremedia Pty Ltd
Email: [email protected]
Phone: (03) 9428 9558
Postal: 92 Stephenson St, Cremorne Vic 3121 (Richmond, Melbourne)

If you believe we have breached the Australian Privacy Principles, contact us and we will acknowledge your complaint within 7 days and respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, 1300 363 992.

14. Changes to this policy

We may update this policy from time to time. The current version is always available at this address.