Our commitment to privacy

At Clever Contacts privacy is a priority. We observe our obligations under the Privacy Act 1988 (Cth) and comply with the Australian Privacy Principles, as well as other relevant State legislation, when dealing with your personal information. This policy sets out how we will collect, use, store, disclose and de-identify your personal information.

Information we collect

The personal information we collect may be:

Name, address, telephone numbers, email, and other personal information
Donation history
Other information relevant to the charity, non-profit or club
Your preferred payment method and payment information

The types of sensitive information we collect include records of communication between us, which may include from time to time information you provide us or we collect from others. This includes, but is not limited to:

Date of birth
Gender
Donation history
How we communicate with you from time to time (for example, by phone, email or SMS)
Any relevant information we obtain from you, or from another about you

Why we collect private information about you

Our organisation involves assisting charities, clubs and non-profit organisations in fundraising. This means we identify potential donors to charities or non-profit organisations, or converse with club members or potential members, and contact them seeking their support and assistance for our clients. We collect information about our clients’ people to provide our services to our clients.

We do not use the information we collect for any purpose other than fundraising for the charity or non-profit, or information collection for clubs. We only collect the information we need to deliver the agreed service to the organisation with which we have engaged. This includes processing donations, providing receipts, forwarding updated details of our clients’ donors or supporters and any further information that they ask us to collect. We may be requested by our client to send information or further communications on their behalf.

We may also use your information for the following purposes:

For the immediate reason for which you have provided it to us (for example, to enable us to process your request, payment, registration, membership or subscription)
Any other purpose related to our work and for which you have provided consent, where it is reasonably required by law

We only disclose your information to the charity or non-profit organisation whom we represent at the time of collecting your information, and do not sell or disclose this information to any other person or agency. There are instances where we may be legally required to disclose your information to a specific person or agency.

How we collect and use your information

We collect personal information about supporters of those charities and non-profit organisations whom we represent. We collect information in the following ways:

Electronically (website and email)
During phone calls
In voice recordings
From forms, coupons and other correspondence, both in writing and electronically

We only use your personal information for the reason we collect it as set out above and for the purposes for which it was collected, or as otherwise permitted by law. We will disclose the information we collect to the charity, non-profit or club whom we represent, or as required by law.

Where we got your details

Not everyone we call has given their details to us directly. Often a charity or another fundraising organisation collected them first and passed them to us so that we could make the call. If that is how we reached you, this section explains what happened.

Details reach us this way from:

The charity or non-profit we are calling for, from its own supporter, member or donor records.
Face-to-face fundraising suppliers engaged by a charity to sign people up in the street, at a shopping centre, at an event or at the door.
Digital and television appeals run by a charity or by a supplier on its behalf, where you left your details in response to an advertisement, a website, a form or an on-screen number.

Where we collect your details from someone other than you, Australian Privacy Principle 5 requires us to tell you that we have them and how we came to have them. Our fundraiser does that at the start of the call. They name the charity, and where the call follows a sign-up or an enquiry you made somewhere else they say so. You can also ask us at any time where we got your details. We will tell you, at no cost, within a reasonable time, and on the call itself if you ask us during the call. The FIA Code requires the same of us.

When we call on details collected by someone else, we are acting on something you agreed to with that organisation rather than with us. We require the charity or supplier that collected your details to have told you at the time that your details would be passed on and that a telephone call would follow. Where we cannot rely on that having happened, our fundraiser gives you that information at the start of the call instead.

Whatever that agreement said, you can tell us to stop and we will. We will not ask you to justify it, we will not send you back to the charity or to the organisation that signed you up, and we do not treat an agreement given somewhere else as a reason to keep calling. The ways to ask are set out in Asking us to stop calling you below.

We keep the record of where a lead came from, and of what you were told when your details were collected, for as long as we are calling on that lead and then as part of the campaign record. It is returned to the charity or securely destroyed at the end of the campaign along with the rest of the campaign data. A do-not-call request is the exception. The number stays on our suppression list indefinitely so that it does not get dialled again, even once the lead record itself is gone. Both are set out in How long we keep information below.

Everything in this section is about details that reached us from somebody else. Where you gave your details straight to us, on a call, through this website or on a form, How we collect and use your information above explains how we handle them. If your details were collected in New Zealand, New Zealand supporters below sets out the extra steps that apply.

Asking us to stop calling you

You can ask us to stop calling you at any time, for any reason or none. You do not need to be a donor, and you do not need to give us any information beyond the number you want removed.

Online: use our do-not-call form.
During a call: tell the fundraiser. They will record your request immediately and end the call.
By email: privacy@clevercontacts.com.au.
By phone: 1800 589 519, Monday to Friday, 8am to 6pm.
By post: PO Box 304, Strathpine Centre QLD 4500.

When we receive a request we add the number to our internal suppression list so it stops being dialled, remove it from any campaign lists already loaded within two business days, and notify the charity whose campaign you were called for within 30 days so their own records can be updated.

We retain the number, the date of the request and any reason you gave us for as long as we need it to keep honouring the request. We cannot delete a suppressed number without also losing our ability to avoid calling it.

The Do Not Call Register is a separate national scheme run by the Australian Communications and Media Authority. Registering there blocks most telemarketing calls, but calls made on behalf of charities are exempt under the Do Not Call Register Act 2006, which is why we maintain our own list.

The rules our calls follow

Calls made on behalf of registered charities are exempt from the Do Not Call Register Act 2006, but they are not exempt from the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017. We work to that standard on every campaign:

Calling hours. Weekdays 9am to 8pm and Saturdays 9am to 5pm, in your time zone. Never on a Sunday or a public holiday.
Identification. At the start of the call our fundraiser gives their name, says they are calling from Clever Contacts, names the charity that authorised the call, and states its purpose.
Caller ID. Calling line identification is enabled on every call, and the number remains contactable for at least 30 days afterwards.
Ending the call. If you ask us to end the call we end it immediately, without a further ask.
No pressure. We do not use hard-sell techniques. If you sound unsure, unwell, or may be overextending yourself financially, our fundraiser will offer to call back another time or end the call.

We are members of the Fundraising Institute Australia and work to the FIA Code, which requires us to honour opt-out requests, be transparent about who we are raising money for, and protect people who may be vulnerable.

Accessing and altering your personal information

You can access your information by asking us. If you find inaccuracies in your information we will correct these at your request. Where access to your information may jeopardise the privacy of another, or force an unlawful action, we may need to refuse your request. We will need to verify your identity before discussing any information that we have in our possession about you.

If you have a question about this privacy policy or want to access your personal information you can contact us using the details below. We will aim to respond to you within 24 hours of receiving your request. If we are not able to help with your request, you will receive an explanation as to why.

Complaints or queries about your privacy

If you are concerned about how we have collected or managed your personal information we request you:

Email us: privacy@clevercontacts.com.au
Phone us: 1800 589 519
Write to us: Clever Contacts, 25/27 South Pine Road, Brendale QLD 4500

We may request further information from you about your complaint in order to address it accurately. Please allow us approximately 5 business days to address your complaint.

If you are not satisfied with how we have addressed your complaint you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au. The OAIC is a government body independent of us. It has the power to investigate complaints about possible interference with your privacy.

Disclosure and security

We use an Australian based facility to ensure a secure transfer of information between us and our clients. This is an encrypted service and further information on their security measures can be requested if desired.

From time to time Clever Contacts will engage subcontractors to assist with services to our clients. These subcontractors are required to have a privacy policy in place to ensure the protection of your information. Clever Contacts will not engage a service that does not have a commensurate commitment to privacy. Our IT systems comply with applicable security standards and only authorised personnel are permitted to access these details. We take reasonable steps to ensure the security of personal and sensitive information we hold.

We may take steps to:

Protect it against loss, misuse or unauthorised access, destruction, use, modification or disclosure
Permanently de-identify personal information where reasonable and possible
Delete or destroy personal information once there is no longer a legal or business need for us to retain it

How long we keep information

We keep personal information only for as long as we need it for the purpose it was collected, or for as long as the law requires. In practice:

Do-not-call records are kept indefinitely. We cannot delete a suppressed number without losing the ability to avoid calling it, so the number, the date of the request and any reason you gave stay on the list.
Call recordings are retained for quality, training and compliance purposes and scrubbed within 60 days, unless a client instructs us to hold a recording for longer to resolve a specific matter.
Campaign data supplied by a charity is returned or securely destroyed at the end of the campaign.
Website enquiries are kept only as long as needed to respond.

Overseas disclosure

Our calling, data handling and storage are Australian based. We do not routinely disclose personal information to overseas recipients. Where a technology supplier we use stores data outside Australia, we take reasonable steps to ensure they handle it consistently with the Australian Privacy Principles.

This section is about information leaving Australia. Information also comes the other way: we call supporters in New Zealand for some of our charity clients, which means New Zealand information is disclosed to us here. New Zealand supporters below covers that.

New Zealand supporters

Some of the charities we work for raise funds in New Zealand, so we call supporters there as well as in Australia. If you are in New Zealand, two sets of privacy rules cover your information at the same time.

We are an Australian company, so the Privacy Act 1988 (Cth) and the Australian Privacy Principles apply to everything we do. Because we also make fundraising calls into New Zealand, we accept that the Privacy Act 2020 (NZ) applies to us as an overseas agency carrying on business in New Zealand, and we handle your information in line with the information privacy principles in that Act. It makes no difference that our office, our people and our systems are in Australia.

Who holds your information. Where we hold supporter details for a New Zealand charity, New Zealand law treats that information as held by the charity rather than by us, and we act on the charity’s instructions. What we collect ourselves on the call, such as the recording, what you agreed to give and any request you make of us, we hold in our own right and the principles apply to us directly for it.
How your information moves between the two countries. When a New Zealand charity sends supporter details to us it is disclosing information outside New Zealand, and its own Act sets conditions on doing that. No country has been approved as a destination under the Privacy Act 2020, so we do not describe Australia as an approved destination and we do not ask our clients to treat it as one. What we offer instead is that we are carrying on business in New Zealand and accept that we are subject to the Privacy Act 2020, together with privacy clauses in our client agreements for New Zealand campaigns.
Seeing and correcting your information. You can ask us for the information we hold about you and ask us to correct it, in the same way as in Accessing and altering your personal information above. In New Zealand we have to answer an access request within 20 working days, which is a different limit from the 30 days that applies in Australia. If we do not agree to a correction you can ask us to attach your own statement of the correction you wanted, and we will attach it. Where the information sits with the charity rather than with us, we will tell you that and pass your request on.
Stopping our calls. Ask us and we will stop, using any of the routes in Asking us to stop calling you above. New Zealand has no government do-not-call register, and the Australian Do Not Call Register does not cover a New Zealand number. Our own suppression list does, and a request from a New Zealand supporter is handled exactly the same way as one from an Australian supporter.
The way we call. The calling rules in The rules our calls follow above are written into Australian law for Australian numbers. We hold ourselves to the same standards on New Zealand calls as a matter of company policy.
Which charity we are calling for. Our fundraiser names the charity at the start of every call. If you ask for that charity’s New Zealand registration number we will give it to you.
If something goes wrong. If information is lost or exposed and it is reasonable to believe that has caused serious harm or is likely to, we notify the Office of the Privacy Commissioner and the people affected as soon as practicable. We aim to notify the Commissioner within 72 hours of knowing we have a notifiable privacy breach.

If you are unhappy with how we have handled your information, please tell us first, using the details in Complaints or queries about your privacy above. The Privacy Commissioner will normally expect you to give us that chance before taking it further.

If you are still not satisfied you can complain to the Office of the Privacy Commissioner at www.privacy.org.nz. It is a government body independent of us. A complaint can be made by phone on 0800 803 909, by post to PO Box 10 094, Wellington 6140, or through the complaints page on its website. If the Commissioner cannot resolve the matter you can take it to the Human Rights Review Tribunal. The Commissioner can also refer a complaint to a regulator in another country, such as the Office of the Australian Information Commissioner in Australia.

New Zealand law asks us to give you our name and our address, so here they are in full: The Clever Contacts Group Pty Ltd, 25/27 South Pine Road, Brendale QLD 4500, Australia. Our 1800 number is an Australian freephone number and cannot be dialled from New Zealand, so please email privacy@clevercontacts.com.au, write to PO Box 304, Strathpine Centre QLD 4500, Australia, or use the do-not-call form on this site. Our office hours are Monday to Friday, 8am to 6pm, Brisbane time, which runs two hours behind New Zealand, or three hours while New Zealand daylight saving is in force.

This website and cookies

This website sets no tracking, analytics or advertising cookies of its own, and does not share your browsing behaviour with third parties for marketing purposes. Two forms on this site collect personal information:

The callback request form. We collect your name, phone number and optionally your organisation, and use them only to return your call.
The do-not-call form. We collect the phone number you want removed, and optionally your name, email and a note.

Both forms are protected from automated abuse by Cloudflare Turnstile. It loads only once you start filling in a form, and it checks signals from your browser rather than asking you to identify traffic lights. It sets no advertising cookies, does not track you across sites, and Cloudflare states that it does not use the data to build a profile of you or sell it. This is handled under Cloudflare’s privacy policy. If you would rather not use a form, every request on this page can be made by phone, email or post using the details above, and a do-not-call request made that way is actioned exactly the same way.

Anonymity

It is your right to be dealt with anonymously, provided that it is lawful and practicable. We will try to accommodate a request for anonymity wherever possible, however we note that in some circumstances this may prevent us from practically and effectively communicating with you. If this is the case we will notify you.

Changes to this policy

We review this policy periodically and will publish any changes on this page. This version was last updated on 6 August 2026.

Privacy and compliance