澳洲卓越翻译隐私政策 / Privacy Policy

一、本政策的适用范围

本隐私政策适用于客户通过卓越翻译网站、电子邮件、微信、电话、在线订单系统或其他方式提供的个人资料和文件。

客户向卓越翻译提交文件、咨询服务或下单，即表示已经知悉本隐私政策所说明的资料处理方式。

二、我们可能收集的资料

为了回复咨询、处理订单及提供翻译服务，卓越翻译可能收集：

• 客户姓名；
• 电子邮箱、电话号码及收件地址；
• 订单内容、付款状态及沟通记录；
• 客户提交的照片、扫描件、截图及其他文件；
• 文件中包含的姓名、出生日期、地址、证件号码及其他个人资料；
• 为处理订单所需的其他信息；
• 客户访问网站时产生的IP地址、浏览器、设备及网站使用信息。

客户提交的翻译文件可能包含敏感信息，例如身份及家庭关系、健康或医疗、犯罪记录或法庭、学历及就业、财务、移民或签证资料。

卓越翻译只收集完成客户咨询、订单和翻译服务所需的资料。

三、资料的收集方式

卓越翻译可能通过以下方式收集资料：

• 客户在网站提交订单或咨询表格；
• 客户通过电子邮件或微信发送资料；
• 客户通过电话提供信息；
• 客户向卓越翻译提交照片、扫描件或纸质文件；
• 客户与客服或译员沟通订单要求；
• 网站使用Cookie、网站分析或必要的技术工具自动收集基本访问资料；
• 客户授权的其他人员代表客户提供资料。

客户代表他人提交文件时，应确保其有权提供相关资料。

四、资料的使用目的

卓越翻译可能将客户资料用于：

• 回复咨询并提供报价；
• 确认及处理订单；
• 安排具有相应认证和语言方向的译员；
• 完成、核对及交付翻译文件；
• 联系客户确认文件内容或补充资料；
• 处理客户提出的修改；
• 安排电子版或纸质版文件交付；
• 处理付款及维护必要的订单记录；
• 处理投诉、争议或资料安全问题；
• 遵守澳大利亚法律、法院或仲裁庭命令及有权机关的合法要求；
• 保护卓越翻译、客户及其他人员的合法权益。

卓越翻译不会出售客户提交的个人资料或翻译文件。

五、资料的披露

卓越翻译只会在完成服务或依法处理资料所必需的范围内披露客户资料。

资料可能提供给：

• 负责处理订单的客服人员；
• 负责完成、核对或修改文件的译员；
• 提供电子邮件、文件存储、网站、付款或其他技术服务的供应商；
• 负责纸质文件运输的Australia Post或其他快递服务商；
• 客户授权的个人或机构；
• 根据澳大利亚法律有权要求提供资料的法院、仲裁庭、政府部门或其他机关。

接触客户资料的工作人员、译员及相关服务人员必须遵守适用的保密要求。依法披露资料时，卓越翻译只会在相关要求所必需的范围内提供资料。

六、海外资料处理

卓越翻译使用的电子邮件、网站、云端存储或其他技术服务，可能由在澳大利亚境外运营或存储资料的服务供应商提供。

如果客户资料需要由澳大利亚境外的服务供应商处理或存储，卓越翻译将采取合理措施保护资料，并按照适用的澳大利亚隐私要求管理相关资料。

卓越翻译不会为了与客户订单无关的目的，主动向海外第三方披露客户提交的翻译文件。

七、资料安全与保密

卓越翻译将按照内部资料管理制度、保密协议及适用的澳大利亚隐私要求妥善处理客户资料。

我们会根据资料性质采取合理的管理和技术措施，以减少未经授权的访问或披露、不当使用或修改、文件遗失、意外损坏以及资料未按规定销毁的风险。

只有为完成订单而确有需要的人员才能接触相关客户资料。

客户通过电子邮件、微信或其他网络服务发送资料时，应确认所使用的账号和设备安全。

八、文件保存期限与销毁

客户提交的原始文件、翻译工作文件及交付文件，自订单完成之日起保存30天。

30天保存期限用于完成文件交付、处理客户提出的问题、核对翻译内容以及完成符合修改政策的文件修改。

30天期限届满后，卓越翻译将采取合理措施安全销毁或删除相关文件。销毁范围包括卓越翻译可以合理控制的电子文件及纸质工作资料。

资料销毁后，卓越翻译可能无法恢复、重新发送或修改相关文件。客户应在30天期限届满前自行下载并妥善保存最终交付文件。

客户可以在订单完成后联系卓越翻译申请提前销毁文件。资料一旦销毁，可能无法恢复。

澳大利亚法律、法院或仲裁庭命令、有权机关要求，或处理投诉、争议及法律程序所必需保存的资料，可能不适用30天销毁期限。相关保存要求终止后，卓越翻译将按照适用规定处理有关资料。

九、文件交付与客户责任

客户可以在下单时选择通过电子邮件接收电子版文件，或通过Australia Post接收纸质版文件。

客户应确保提供的电子邮箱、收件人姓名、联系电话和收件地址准确无误。

电子文件发送后，客户应及时下载并安全保存。纸质文件交付后，客户负责妥善保管。

因客户提供错误的电子邮箱、地址或联系方式而导致资料发送给错误接收人、退件或无法送达的，相关责任由客户承担。

十、访问、更正及销毁申请

客户可以联系卓越翻译：

• 查询卓越翻译正在保存的个人资料；
• 申请获得相关个人资料的副本；
• 更正不准确或已经发生变化的个人资料；
• 在适用情况下申请删除或提前销毁资料；
• 询问资料的使用、保存或披露方式。

卓越翻译可能需要核实申请人的身份，避免将资料提供给未经授权的人员。如果法律允许或要求卓越翻译拒绝相关申请，我们会向申请人说明处理结果。

十一、资料安全事件

如果卓越翻译发现客户资料可能被遗失、未经授权访问或披露，将根据事件的性质采取合理措施进行调查、控制风险并减少可能造成的影响。

如果事件符合澳大利亚可报告资料泄露计划（Notifiable Data Breaches Scheme）的适用条件，卓越翻译将按照适用法律通知受影响人员及澳大利亚信息专员办公室。

十二、隐私投诉

客户如认为卓越翻译没有按照本隐私政策或适用的澳大利亚隐私要求处理个人资料，可以通过网站公布的联系方式提出投诉。

投诉时请提供客户姓名和联系方式、相关订单信息、投诉事项以及希望卓越翻译处理的问题。

卓越翻译将在收到投诉后进行核实，并在合理时间内回复。如果客户对处理结果不满意，可以向澳大利亚信息专员办公室（OAIC）查询或投诉。

十三、隐私政策更新

卓越翻译可以根据业务流程、技术服务或适用法律的变化更新本隐私政策。

更新后的隐私政策将在网站公布，并注明最新更新日期。

十四、联系我们

如对本隐私政策、客户资料或文件销毁有任何疑问，请通过澳洲卓越翻译网站公布的联系方式与我们联系。

1. Scope of This Policy

This Privacy Policy applies to personal information and documents customers provide through the 澳洲卓越翻译 website, email, WeChat, telephone, online ordering system or other communication channels.

When a customer submits a document, makes an enquiry or places an order, they acknowledge the information-handling practices described in this policy.

2. Information We May Collect

To respond to enquiries, process orders and provide translation services, we may collect:

• the customer’s name;
• email address, telephone number and delivery address;
• order details, payment status and communication records;
• photographs, scans, screenshots and other documents submitted by the customer;
• names, dates of birth, addresses, identification numbers and other personal information contained in documents;
• other information required to process an order; and
• IP address, browser, device and website usage information generated when a customer visits our website.

Documents submitted for translation may contain sensitive information, including identity and family information, health or medical information, criminal records or court material, educational and employment information, financial information, and immigration or visa information.

We collect only the information reasonably required to deal with an enquiry, order or translation service.

3. How We Collect Information

We may collect information when:

• a customer submits an order or enquiry form through our website;
• a customer sends information by email or WeChat;
• a customer provides information by telephone;
• a customer supplies photographs, scanned copies or paper documents;
• a customer communicates order requirements to customer service staff or a translator;
• our website uses cookies, website analytics or necessary technical tools to collect basic usage information; or
• another person authorised by the customer provides information on the customer’s behalf.

A customer who submits a document on behalf of another person should ensure they are authorised to provide the relevant information.

4. How We Use Information

We may use customer information to:

• respond to enquiries and provide quotations;
• confirm and process orders;
• arrange a translator with the appropriate certification and language direction;
• complete, check and deliver translated documents;
• contact the customer to confirm information or request additional material;
• deal with revision requests;
• arrange electronic or paper delivery;
• process payments and maintain necessary order records;
• deal with complaints, disputes or information-security issues;
• comply with Australian law, a court or tribunal order, or a lawful requirement of a competent authority; and
• protect the lawful interests of 澳洲卓越翻译, customers and other persons.

We do not sell personal information or translation documents submitted by customers.

5. Disclosure of Information

We disclose customer information only to the extent reasonably necessary to provide a service or handle information as required by law.

Information may be provided to:

• customer service staff responsible for an order;
• translators responsible for completing, checking or revising a document;
• providers of email, file storage, website, payment or other technical services;
• Australia Post or another delivery provider responsible for transporting paper documents;
• a person or organisation authorised by the customer; or
• a court, tribunal, government department or other authority entitled to require the information under Australian law.

Staff, translators and relevant service providers who access customer information must comply with applicable confidentiality requirements. If disclosure is legally required, we will provide only the information reasonably necessary to meet that requirement.

6. Overseas Processing

Email, website, cloud-storage or other technical services used by 澳洲卓越翻译 may be provided by service providers that operate or store information outside Australia.

If customer information needs to be processed or stored by a service provider outside Australia, we will take reasonable steps to protect that information and manage it in accordance with applicable Australian privacy requirements.

We do not intentionally disclose customer translation documents to overseas third parties for purposes unrelated to the customer’s order.

7. Information Security and Confidentiality

We handle customer information in accordance with our internal information-management procedures, confidentiality agreements and applicable Australian privacy requirements.

Depending on the nature of the information, we take reasonable administrative and technical steps to reduce the risk of unauthorised access or disclosure, improper use or modification, loss, accidental damage, or failure to destroy information as required.

Only persons who reasonably need access to complete an order may access the relevant customer information.

Customers who send documents through email, WeChat or another online service should ensure that their account and device are secure.

8. Document Retention and Destruction

Source documents, translation working files and delivered files submitted or created for a customer are retained for 30 days from the date the order is completed.

The 30-day period allows us to complete delivery, respond to questions, check translated content and make revisions covered by our revision policy.

After the 30-day period expires, we take reasonable steps to securely delete or destroy the relevant files. This includes electronic files and paper working material within our reasonable control.

After information is destroyed, we may be unable to recover, resend or revise the file. Customers should download and securely retain their final delivered files before the 30-day period expires.

A customer may contact us after an order is completed to request earlier destruction. Once destroyed, the information may be irrecoverable.

The 30-day destruction period may not apply to records that must be retained under Australian law, a court or tribunal order, a lawful requirement of a competent authority, or where retention is reasonably necessary to handle a complaint, dispute or legal proceeding. We will handle the information in accordance with applicable requirements after the reason for retention ends.

9. Document Delivery and Customer Responsibility

When placing an order, customers may choose to receive electronic documents by email or paper documents through Australia Post.

The customer must ensure that the email address, recipient name, telephone number and delivery address supplied are correct.

After an electronic file is sent, the customer should download and store it securely. After a paper document is delivered, the customer is responsible for keeping it secure.

If incorrect email, address or contact information supplied by the customer causes information to be sent to the wrong recipient, returned or undeliverable, the customer is responsible for the resulting issue.

10. Access, Correction and Destruction Requests

A customer may contact us to:

• ask whether we hold personal information about them;
• request a copy of relevant personal information;
• correct information that is inaccurate or has changed;
• request deletion or early destruction where applicable; or
• ask how information has been used, stored or disclosed.

We may need to verify the requester’s identity to avoid disclosing information to an unauthorised person. If Australian law permits or requires us to refuse a request, we will explain the outcome to the requester.

11. Data Incidents

If we become aware that customer information may have been lost, accessed without authority or improperly disclosed, we will take reasonable steps appropriate to the incident to investigate, contain the risk and reduce potential harm.

If an incident meets the applicable requirements of Australia’s Notifiable Data Breaches Scheme, we will notify affected individuals and the Office of the Australian Information Commissioner as required by law.

12. Privacy Complaints

A customer who believes we have not handled personal information in accordance with this policy or applicable Australian privacy requirements may submit a complaint using the contact details published on our website.

The complaint should include the customer’s name and contact details, the relevant order information, the matter complained about and the outcome requested.

We will review the complaint and respond within a reasonable time. If the customer is not satisfied with the outcome, they may contact or lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

13. Updates to This Privacy Policy

We may update this Privacy Policy to reflect changes to our business processes, technical services or applicable laws.

The updated Privacy Policy will be published on our website and will state the latest update date.

14. Contact Us

If you have a question about this Privacy Policy, customer information or document destruction, please contact us using the contact details published on the 澳洲卓越翻译 website.