1. Privacy Policy

At The Comfort Group we are committed to protecting your personal information. This is our current Privacy Policy. It explains how we collect, use, disclose and protect personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Privacy Act 2020 (NZ), and it may be updated here from time to time.

2. What Personal Information We Collect

We collect personal information reasonably necessary for our business activities, including identity and contact information, transaction and product information, customer interactions, website usage data, and commercial information for suppliers and customers. We may collect health related information such as sleep preferences and conditions only with your consent and where reasonably necessary to ensure we can deliver the best products to you.

Where you make a warranty claim or after purchase enquiry, we may also collect information relevant to assessing and managing that claim or enquiry, including:

• proof of purchase documents;
• photographs or images of the product, product base, product fault, product label, barcode or serial number;
• information about the condition, use, delivery or installation of the product;
• communications with our customer service or warranty team;
• information submitted through an online warranty portal, chatbot, AI assistant or other digital claim process; and
• any other information you choose to provide in support of your claim.

Please only provide information that is relevant to your warranty claim or enquiry. Where possible, you should avoid including unnecessary personal information, financial information, or images of other individuals in any photographs or documents you upload.

3. How We Collect Personal Information

We collect personal information directly, including purchases, warranty registrations, enquiries and website use. We may also collect information from retailers, service providers, publicly available sources and third-party platforms.

We may collect personal information through online warranty claim processes, including through digital forms, customer service platforms, AI assisted chat tools, image upload tools, QR code upload links, email communications and other systems used to assess and manage warranty claims.

Where a warranty claim is submitted through an AI assisted process, the AI assistant may ask questions, request supporting information, guide you through the upload process and help organise information for review by our warranty team.

4. Purposes of Collection

We use personal information to provide products and services, manage orders and warranties, deliver customer support, conduct marketing where permitted, improve products, manage supplier relationships and comply with legal obligations.

For warranty claims and after purchase enquiries, we may use your personal information to:

• verify your identity and contact details;
• confirm proof of purchase and product details;
• assess the nature and cause of an alleged product fault;
• determine whether a claim falls within applicable warranty terms or consumer law obligations;
• request further information, images or documents where required;
• manage claim assessment, repair, replacement, return authorisation or other resolution processes;
• communicate with you about your claim or enquiry;
• maintain appropriate records of claim assessment and resolution; and
• improve our warranty, customer service and claim handling processes.

4A. AI Assisted Warranty Claims and Customer Support

We may use artificial intelligence, automated tools and other digital technologies to assist with customer service, warranty claims and after purchase enquiries.

These tools may help us to:

• guide customers through the information required to submit a claim;
• collect and organise customer information, photographs and documents;
• identify missing information;
• assist with preliminary assessment or triage of claims;
• improve the accuracy and efficiency of our warranty and customer service processes; and
• generate or maintain records of customer interactions.

Where you interact with an AI assistant, we will take reasonable steps to make this clear to you. You may request assistance from a member of our customer service or warranty team at any time.

AI assisted tools are used to support our customer service and warranty processes. They do not remove your ability to request human review or assistance in relation to your claim.

5. Disclosure of Personal Information

We may disclose personal information to related companies, retailers, service providers, professional advisers and regulators where required. We take reasonable steps to ensure recipients handle personal information in accordance with applicable privacy laws.

For warranty claims and customer service processes, we may disclose personal information to technology and service providers that assist us to operate our websites, customer service channels, warranty portals, AI assisted tools, image upload tools, customer relationship management systems, integration platforms, enterprise systems, cloud storage environments and related support services.

These providers may process personal information on our behalf for the purpose of supporting, administering, assessing or resolving warranty claims and customer enquiries.

6. Storage, Processing and Overseas Disclosure

We may store or process personal information in Australia, New Zealand and other countries where we or our service providers operate or host systems.

We use service providers to support our business operations, including customer service, warranty claims, technology platforms, AI assisted tools, cloud hosting, data storage, customer relationship management systems and systems integration. Some of those service providers may store, access or process personal information outside Australia or New Zealand.

Where we disclose personal information to an overseas recipient, or where personal information may be processed outside Australia or New Zealand, we will take reasonable steps to comply with applicable privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Privacy Act 2020 (NZ).

This may include taking reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with applicable privacy requirements, unless an exception applies.

7. Direct Marketing

We may use personal information to send marketing communications where permitted by law. You can opt out at any time using unsubscribe facilities or by contacting us. We do not use sensitive information for marketing without consent.

8. Cookies and Website Analytics

We use cookies and similar technologies to improve website functionality and analyse usage. You can control cookies through browser settings, although this may affect functionality.

9. Storage and Security

We hold personal information securely and implement administrative, technical and physical safeguards to protect against misuse, loss or unauthorised access. No method of transmission is completely secure.

Where you upload documents or images through our websites, warranty portals or customer service systems, we use reasonable technical and organisational measures to protect that information. These may include access controls, encryption, system logging, secure storage arrangements and restrictions on unauthorised access.

You should not upload information that is not relevant to your claim or enquiry.

10. Data Retention

We retain personal information only as long as necessary for business or legal purposes and will destroy or de-identify it when no longer required.

For warranty claims and after purchase enquiries, we may retain claim information, photographs, proof of purchase documents and related communications for as long as reasonably necessary to assess and manage the claim, resolve any dispute, comply with legal obligations and maintain appropriate business records.

Where information is collected through a temporary upload process, we may delete or de-identify uploaded material that is incomplete, no longer required, expired or not associated with an active claim, subject to our legal and business recordkeeping requirements.

11. Access and Correction

You may request access to or correction of your personal information. We will respond within a reasonable timeframe and may require identity verification.

You may also contact us if you wish to request access to, correction of, or deletion of personal information you have uploaded or provided in connection with a warranty claim or customer service enquiry. We will consider such requests in accordance with applicable privacy laws and our legal and business recordkeeping obligations.