Fletcher Building is committed to keeping the personal information that you entrusted to us safe. This Privacy Statement explains how and why the Fletcher Building Group (Fletcher Building Limited and its related entities) collects and uses your personal information. It applies to personal information provided to us, both by individuals themselves or through others.
Personal information is information about an identifiable living person. It includes information that could be used to identify you, such as your name and contact details.
1. Collection of your personal information
Most of the personal information we collect will come directly from you when you deal with us either in person, in writing, remotely or through any other medium.
We may also collect personal information about you indirectly from third parties, such as (for example) customers and suppliers, recruiters, marketing agencies, labour hire agencies, publicly available sources and others. In those circumstances, we are relying on the third party to have obtained your consent to provide that information to us.
The information that we may collect includes the following:
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information that you, or someone acting on your behalf, provide to us on forms, applications, online, or via our digital platforms. This can include your full name, address, date of birth, telephone and mobile number, email address, passport and/or drivers licence details, financial information and transactional information (including payment card details);
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information we collect when you visit our premises and branches, in person, or call or write to us. This might include correspondence, call recordings, or videos;
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your account details, including your username and your login information;
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other non-personal information, such as business customer information, including company names and addresses and other information about entities other than individuals;
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information about whether you want to receive marketing or service communications from us;
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information you have shared with us through email, phone, live chat, online forms, social media, or in person (such as compliments, complaints, concerns or incidents reported to our staff). If you contact us by phone, or if we call you, your call may be recorded or digitally transcribed;
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information that you share with us when you participate in trials, research, surveys, promotions or competitions;
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information about the products you have purchased and the services that we have provided to you;
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general user and device information and location-based data such as internet protocol addresses, device make/model, browser type and internet service provider details and other technical information when you visit our associated apps and websites;
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information from other sources, such as specialist companies that provide customer intelligence information. For example, fraud prevention agencies, marketing and research companies, social media providers, online advertising platforms, as well as information that is publicly available;
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employment and relationship information, financial position (including income and expenditure), and credit records and credit scores;
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information captured by camera, for example CCTV or automatic number plate recognition (ANPR), and biometric processing systems (such as photos, voice identification and fingerprint scanners for time and attendance management); and
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any other personal information that any member of the Fletcher Building Group is required by law to collect about you.
2. Using your personal information
We use your personal information to operate our businesses. This may include the following uses:
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to perform our contractual obligations to you and other relevant individuals;
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if you use our digital channels (such as websites or apps), to process technical data to offer you our digital channels’ functionalities, and to allow our administrators to manage and improve the performance of these services We also use cookies to ensure you can retrieve information from our digital channels quickly and easily;
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to provide customer support, including contacting you to offer assistance with digital applications (including those you do not complete);
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to contact or stay in touch with you, including by email, phone, text message or in-app notification (for example, to share service updates or respond to your enquiries);
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to update your records with us;
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to comply with the law and various regulatory requirements, including to meet our reporting obligations;
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to confirm your identity or your authority to engage with us on behalf of another person;
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to record information regarding products or services purchased from us and to provide further products or services to you, such as product warranties and guarantees, and repair or replacement of products;
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unless you ask us not to and/or opt-out of relevant privacy settings (as applicable);
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to present you with offers, advertisements, and information about the full range of products and services offered by any member of the Fletcher Building Group;
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to provide you with targeted marketing and advertising communications that are tailored to your interests. We may also analyse your interactions with us to assess how effective our campaigns are;
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to enter you into promotions and/or prize draws, including by sharing limited personal information about you, with selected third parties, for any applicable promotions or prize draws conducted by us or them;
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to provide you with information about events, appeals and organisations sponsored by any member of the Fletcher Building Group;
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to better understand your preferences, through analytics and profiling, by analysing your personal information to learn more about your engagement with us;
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to conduct surveys and research to enable us understand your needs and expectations;
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to prevent, detect and investigate suspicious, fraudulent, criminal or other activity that may cause you, us, any of our business partners, or others harm,
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to investigate your credit history and use your information for credit reporting, When we give you credit, we may share more information with the credit reporting agency that gave us your credit report. We do this regularly so information can be included in your credit report and shared with credit providers who request it;
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to conduct general management and reporting activities, including invoicing and account management;
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in relation to the employment of our personnel, providing internal services to our staff, seeking qualified candidates, and forwarding candidate career inquiries to our People & Performance team, which may be governed by different privacy terms and policies;
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to process your personal information to safeguard our employees, customers, suppliers and business partners;
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to manage the health, safety and wellbeing of you and our workforce and compile health and safety data (directly or indirectly) following an incident or accident. Indirect data can take many forms including an incident report, first aider report, witness statements and CCTV footage;
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to respond to and/or resolve any queries, complaints and/or other matters you’ve raised with us and/or any third party; and
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any other purpose which is stated to you at the time of collection or that you otherwise authorise.
AI Tools
For any of the purposes outlined above, we may use artificial intelligence (AI) tools to help us process and analyse your personal information more efficiently and effectively. For example, we may use AI systems to support or automate decisions to:
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recommend or enhance our products or services;
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detect fraud and enhance safety and security; and
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personalise your experience across our website, app, and marketing channels.
These systems help us work faster and more efficiently, but important decisions that could significantly affect your rights are either made by humans or can be reviewed by humans. We are committed to using AI responsibly and ensuring your data is handled safely, securely and ethically.
Unsubscribing or Opting Out of Offers
We occasionally share offers for products and services to help you get the most value from us.
If you’d prefer not to receive these communications, you can opt out at any time. Simply use the unsubscribe link included in our promotional emails. For offers provided through a physical location/store, you can let the team know in person, and they’ll assist you with opting out.
3. Sharing and transferring your personal information
We will only share personal information with others when we are legally permitted to do so. When we share information with others, we put contractual arrangements and security mechanisms in place to appropriately protect the information and to comply with our data protection, confidentiality and security standards.
In some instances, it may be necessary to transfer your information outside of New Zealand. When we do so, we take appropriate measures to safeguard your information.
We may share your personal information with a range of organisations and individuals, including:
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third party contractors and providers of products and services;
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third parties who support us in providing our products and services and to help provide, run and manage our internal IT systems. For example, providers of information technology, cloud-based software as a service, identity management, website hosting and management, data analysis, data back-up, security and storage services. The servers are located in secure data centres around the world, and personal information may be stored in any one of them;
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parties with whom we are in joint venture or otherwise doing business with, who need that information to conduct our business;
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the police, government and regulatory agencies in New Zealand or overseas or other organisations, where any member of the Fletcher Building Group reasonably believes that the disclosure is require or will assist it to comply with any New Zealand or overseas laws, rules or regulations or will assist in the investigation, detection and/or prevention of fraud, money laundering or other criminal offences;
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credit reporting agencies if you apply for credit from us. We may ask a credit reporting agency for a credit report on you. Equally, we may tell them your credit information if we give you credit or you default on your payments;
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service providers who help us carry out tasks, for example marketing companies (such as mail houses and market research companies) and data analysis companies that conduct research and market intelligence analysis in connection with our businesses and operations, and/or to undertake customer surveys for us;
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other organisations in connection with an actual or potential sale, transfer, disposal, merger or restructure of a part of our business or as part of an acquisition or merger with another business; and
• any other recipient which is notified to you at the time of collection or that you otherwise authorise.
Requests from the police
Where we receive a request for information from the police or any government agency, we may confirm whether a specified person is or was a customer. We will not provide any other customer information except with a production order, with the customer’s consent, where necessary to prevent or lessen a serious threat to health or safety, to assist with a court case, or as required by law.
