Privacy Policy

1. Information We Collect

When you visit our website, our server may record certain technical information such as your domain name, IP address, browser type, and the pages you access. We do not automatically collect your email address.

We also collect personal information that you voluntarily provide, including:

• Your name, phone number, and email address when you complete a form, send an enquiry, or contact us
• Delivery address, billing address, and order details when you make a purchase through our online store
• Payment information, which is processed securely by our third-party payment provider (we do not store card details on our systems)
• Trade program application details if you apply to join our trade partner program

We do not collect sensitive information about you as defined under the Privacy Act 1988 (Cth), including health, racial, religious, political, or other sensitive information. If you voluntarily provide such information, we will not retain it. 

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2. Cookies and Analytics 

Our website uses cookies and similar technologies to: 

• Remember your preferences 
• Improve functionality and user experience
• Analyse site traffic and performance 
• Support remarketing and advertising features

We may use trusted third-party services (such as website analytics and advertising platforms) that set their own cookies. You can control or disable cookies through your browser settings, though some site features — including the shopping cart and checkout — may not work properly if cookies are disabled.

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3. How We Use Your Information

We use the information we collect to:

• Respond to your enquiries and provide requested information 
• Process and fulfil your orders, including arranging delivery and sending order confirmations and updates
• Manage your account and purchase history if you create an account on our website
• Administer our trade partner program and communicate with trade members
• Send you relevant updates and marketing communications (you may opt out at any time)
• Improve our website, products, and customer support
• Support our sales and customer service operations, including through AI-assisted tools where AI-generated content is clearly identified as such and subject to staff review

We do not sell or rent your personal information.

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4. Direct Marketing and Opt-Out

From time to time, we may contact you with promotional material relevant to our products and services.

If you no longer wish to receive these communications, you may opt out by: 

• Clicking the “unsubscribe” link in our emails, or 
• Contacting us below

We will remove you from our list within five business days of receiving your request. Please note that opting out of marketing communications does not affect transactional emails related to your orders.

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5. Disclosure of Information

We may disclose your personal information to:

• Trusted third-party service providers who assist us with essential business operations, including payment processing, order fulfilment, freight and delivery, IT services, and marketing
• AI tool providers and platforms used in our sales, marketing, and customer service operations (see Section 10)
• Third-party providers whose services may be hosted outside Australia, where we have assessed that adequate data protection measures are in place
• Regulators, government bodies, or law enforcement where required or authorised by law

We do not share your personal information with advertising companies or with any third party that does not need it to support our business operations or your transaction.

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5. Payment Information

All payment transactions on our website are processed by a third-party payment provider. We do not store, transmit, or have access to your full credit card or payment details.

When you proceed to checkout, you will be directed to a secure payment environment. The security and handling of your payment information is governed by our payment provider’s own security standards and privacy practices.

Note: If you need to pay by phone, our staff will enter your card details directly into the payment gateway during the call. We do not record, write down, or retain a copy of your card details at any point. Please do not send card details by email — we will never ask you to do so and cannot accept payment this way

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7. Access and Correction

You have the right to access and correct personal information we hold about you. You may request access or corrections by:

• Writing to us at the above postal address, or 
• Contacting us below

We will respond within a reasonable timeframe. 

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8. Security

We take appropriate measures to protect your personal information against loss, misuse, or unauthorised access. 

• Our website uses HTTPS encryption for all data transmission, including during checkout.
• Payment processing is handled by a PCI-compliant third-party provider. We do not store card details on our systems.
• Our physical facilities include safeguards to prevent unauthorised access.

Please note that while we take these precautions, no data transmission over the internet can be guaranteed as fully secure. 

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9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website with the updated effective date. 

We encourage you to review this policy periodically to stay informed of how we are protecting your information. 

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10. Complaints

If you feel that we are not following our stated Privacy Policy, please contact us directly using the details above. We take all privacy concerns seriously and will investigate promptly.

If you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

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11. Use of Artificial Intelligence

11.1 How We Use AI Tools

Authentic Gates uses commercially available artificial intelligence (AI) tools to support our sales, marketing, and customer service operations. These tools may process certain information you provide to us, including your name, contact details, and the content of enquiries you submit.

We use AI tools across the following types of functions:

• Customer relationship management and sales support
• Content generation and communication assistance
• Meeting transcription and summarisation
• Marketing and workflow automation

We use these tools to respond to enquiries more efficiently, manage our sales pipeline, personalise communications, and improve our services. We do not use AI to make fully automated decisions about you without human involvement.

11.2 What Information May Be Processed

Where your information is processed by AI tools, this may include:

• Your name and contact details
• The content of enquiries or messages you send us
• Information about your gate requirements or project

We do not collect or record sensitive information about customers, including health, racial, religious, political, or other sensitive information as defined under the Privacy Act 1988 (Cth). If you happen to share such information with us, we will not retain it.

Payment information and full order transaction data is handled by our payment provider and is not processed by AI tools.

11.3 AI-Generated Notes

Where AI tools are used to summarise conversations or meetings, those summaries are clearly identified as AI-generated in our internal systems. They are linked to the source recording or conversation and are not treated as independently verified factual records.

If you are party to a meeting with our team where AI transcription is in use, you will be informed at the outset and given the opportunity to decline.

11.4 Overseas Processing

Some of the AI tools we use are operated by companies based outside Australia. When your information is processed by these tools, it may be stored on or transmitted to servers located overseas.

We only use AI tool providers who maintain data protection standards consistent with Australian privacy law, and where required we have entered into data processing agreements with those providers. This overseas processing is managed in accordance with Australian Privacy Principle 8.

11.5 Your Choices

If you would prefer that your personal information not be processed by AI tools as part of our sales or customer service activities, please contact us using the details at the top of this policy. We will accommodate this request where reasonably practicable.

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