PRIVACY POLICY

Overview

This Privacy Policy was last updated on 31st May 2024.

Fortress Australia (ABN 14 627 286 104) and our related entities, Fortress Melbourne (ABN 86 630 502 073), and Fortress Sydney (ABN 25 648 061 465) and each of our other related entities shall be collectively referred to as “Fortress”, “we”, “us”, or “our”. We are committed to safeguarding your personal information in accordance with the Privacy Act 1988 (Cth) (“Privacy Act”), the Australian Privacy Principles (“APP”) and any related privacy codes including the General Data Protection Regulation (“GDPR”) (collectively, “Privacy Laws”). Please read this Privacy Policy (“Policy”) carefully as it outlines how we collect, use, disclose and store your personal information.

Fortress from time-to-time gathers information from its customers (“Customers”) primarily for the provision of services, ongoing Customer support and the compiling of Customer databases to enable us to improve the nature of the products and services we provide (“primary purposes”).

By interacting with Fortress, you agree that we can use information about you in accordance with this policy.

Consent

Wherever practical, Fortress will obtain the express consent of Customers to the collection of “Personal Information”, which has meaning given to it by the Privacy Act but generally means any information that can be used to personally identify you.

Our Privacy Policy applies to your personal information regardless of the way that we collected it. For example, information may be collected via one of our websites, when you contact our Customer Experience team, when you visit one of our venues, or when you engage with our social media platforms.

As we cannot distinguish the age of individuals engaging with our services, the Privacy Policy applies to all individuals. However, Fortress’ staff may make a determination before deciding to collect information from a minor if they are able to give consent (if they have a sufficient understanding and maturity to understand what is being proposed). If you are under 16, please ask your parent or guardian to review this policy before providing us with your Personal Information. If a person under sixteen (16) years of age has provided us with Personal Information without Parental or Guardian consent, please email us at hi@fortress.games to request to remove it.

You can choose not to provide us with your Personal Information. However, this might result in:

Us not being able to provide you with our services, or being limited in how we do so
Us not being able to properly investigate or resolve any enquiries or complaints you submit

Types of Information we Collect

As a provider of a wide range of services, Fortress frequently finds that it is necessary to collect different types of information. The information we collect in most cases relates to Customers, but may relate to suppliers, sub-contractors, and other parties we deal with.

Personal Information: The type of Personal Information we collect may include (but is not limited to) full name, address, contact details, transactional/payment details (including credit card or direct debit account information), your image (if you are photographed or recorded on a surveillance camera at one of our venues), health information (if you intend to use one of our venues or services where your health status may be a consideration), and product preferences.

In limited circumstances, we may need to collect Sensitive Information like health details only with your explicit consent (except if the collection is required by law). “Sensitive Information” is defined in the Privacy Act but generally includes information or an opinion about an individual’s racial, religious or ethnic origin, health information, or political/philosophical affiliations or beliefs.

Public Data: We may collect data on our websites, mobile sites, apps, electronic communications and other online products and services (“Sites”) where you have the ability to comment or participate in discussion forums. We may collect this information on our platform when you choose to comment or participate (“Public Data”). This may include information such as comments, time zone, and any information you input.

Log Data: We may receive information when you view content on or otherwise interact with our services (“Log Data”). In some instances, we may receive this information automatically. Log Data includes information such as Personal Information from your interaction with us and its content, our services and advertising, including without limitation device identifiers, device type, geo-location information, statistics on page views, type of operating system, date and time of visit, cookie information, and standard web log data.

How we Collect Information

As a provider of a wide range of services, Fortress frequently finds that it is necessary to collect Personal Information during the course of its interactions with Customers. For example, we require Personal Information in order for you to enter a contract with us.

By voluntarily submitting Personal Information to us, by any of the following means, you are evidencing your consent to us collecting, using, disclosing, and storing it in accordance with this Policy:

Interactions over the phone, in writing, in person, or online (including via email, our apps, websites, social media, and in some instances cookies)
Reservations and bookings for experiences
Competition entry forms
Application forms (including online applications to access our Wi-Fi; and job applications containing details such as your education, employment history, and referees)
Online transactions
Networking functions (such as business cards)
Credit card details via credit card purchases on our payment platforms and gateways
Information collection from third parties

We will endeavour to allow Customers to transact with us anonymously or by using a pseudonym where it is reasonable and practicable. For example, when you make a general enquiry about our products and services.

We may also collect Personal Information from third parties such as marketing companies, service providers, or organisations with whom we have an agreement to share information for marketing purposes.

Cookies, Third Party Analytics Tools, and Other Similar Technologies

Fortress and our service providers such as our analytics, advertising, and ad-serving partners use cookies, pixels, tags, beacons, scripts, software development kit (SDK), authenticated tokens, internet-scraping tools, and other similar browser or device-based technologies (which we will generally refer to as “cookies”) to collect information when you interact with our Sites.

The information that is collected through cookies generally doesn’t identify you individually, but any Personal Information we do collect is handled in accordance with our Privacy Policy. Any information that is collected through cookies by third-parties is handled in accordance with their respective Privacy Policies.

Specifically, cookies may be used to:

Enable essential features and support services on our Sites
Improve the performance and usability of our products and services
Personalise your experience across our products and services by remembering your preferences and settings (such as prompting you to check out certain events that you like, across different devices)
Deliver relevant advertising or other information which might interest you, including when you visit other websites or social media
Measure the effectiveness of our marketing campaigns and those of our trusted business partners
Measure browsing and viewing behaviour and traffic consumption (such as how/how often users engage with our content via our Sites). Thus information may also be recorded and linked to targeting/advertising activities across our products and services with any third-party platforms
Enable us to see how individuals engage with our Sites so we can make necessary improvements to enhance their experience in the future
Allow us, and analytics/measurement services (such as Google Analytics) to collect and analyse information about trends and aggregate user behaviour

If you prefer not to receive cookies, you can configure your Internet Browser settings to opt-out, although you may find that the functionality and personalisation of our websites and online services is limited. We encourage you to always refer to the relevant instructions for your particular device, browser, or app.

How we Use and Disclose your Personal Information

Administration and Business Operations:

Providing our products and services (and those of our business partners), communicating with you, managing your account and billing, and delivering customer support
Developing and improving our products and services, content offerings, or business processes (such as maintaining and developing our business systems and technology infrastructure)
To verify Customer identity to investigate complaints and enquiries, or if we have reason to suspect an individual is in breach of any of our Terms and Conditions
Employment-related purposes (such as verifying your work experience or undertaking criminal history checks when you apply for a job with us)

Marketing, Analytics, and Advertising:

Communicating with you to market products and services (including those from our business partners) we think you may be interested in. This may also include service-related emails (such as updates to Terms and Conditions or updates to our Privacy Policy)
To administer competitions, prizes/rewards, surveys, other promotional activities, or events sponsored by or managed by us or our business partners
Developing products and services that may be of interest to you
Communicating with you when you have previously expressed interest in our products and services (such as when you have left an item in your shopping cart)
Conducting competitions and promotions, including with selected partners
Deriving insights about you to identify market segments, market products and services, or carry out market research
Assessing the effectiveness of our marketing campaigns to optimise our marketing spend and personalise our products, services, and marketing messages
Supplementing, matching, and analysing information about you with information from third-party sources (such as from Facebook or Google) to learn more about your preferences and interests and to create aggregated market segments
We may de-identify information about you to use and share with our business partners. This may be combined with other demographic information or anonymous identifiers, to develop aggregated insights to improve our products, services, or offers
Delivering targeted advertising or other content which might interest you via our Sites, including the use of third-party service providers such as ad-serving/targeting platforms

We may also use Personal Information to meet audit requirements from both internal and external parties (which may include laws or authorities outside your country of residence):

Under applicable law
Responding to requests from regulatory agencies, law enforcement agencies, and other similar public and government authorities
To protect our rights, privacy, or the safety of others

We may share your information with our business partners and selected third parties for the purposes outlined above:

Our business partners, sponsors, or promoters of any competition which we conduct
Third parties and contractors who provide services for us, such as payment systems operators, shipping/freight providers, information technology service providers, and analytics/marketing/advertising providers
Any third parties authorised by you to receive information help by us
Government and regulatory agencies as required by law

When you provide Personal Information to us, you consent to the disclosure of your information outside of Australia (if applicable). We will take reasonable steps to ensure that any overseas recipient will deal with it in a way that is consistent with Australian privacy laws.

When we share your information, we put measures in place to ensure your information is kept confidential, secure, and only used for the purposes outlined earlier in this Policy. We will not otherwise sell or share information that directly identifies you with any third-party for commercial purposes, unless we obtain express consent.

In accordance with the APP (chapter 11), we destroy or permanently de-identify Personal Information which is no longer needed for the purpose for which it was collected, unless we are otherwise required by law to retain the information for a period of time.

Protecting your Personal Information

Fortress takes reasonable steps to maintain the security of your Personal Information to prevent the misuse, modification, and unauthorised access to or disclosure of your Personal Information. These precautions are also to ensure that what we collect, store, use, and disclose is accurate and relevant.

We have implemented a variety of measures to safeguard the privacy of your Personal Information, such as data encryption, managing access privileges, ensuring password-restricted access, industry-standard encryption technologies, secure storage of hardcopy documents, and training on data governance.

While we take reasonable steps to protect Personal Information, security measures over the Internet cannot be guaranteed. We cannot accept responsibility for the misuse, loss of, or unauthorised access to, your Personal Information where the security of information is not within our control.

In the event of a data breach, Fortress will take all reasonable steps to contain the suspected or known breach and follow an established process, inclusive of taking immediate steps to limit further access or distribution where possible. If we reasonably determine that any remedial action we take is successful in making serious harm no longer likely, or that the data breach is not likely to result in serious harm to any individuals involved, then no notification or statement will be made.

Following an assessment and remedial action (if any), if we still have reasonable grounds to believe serious harm is likely, we will provide a statement to any individuals involved or who are at risk.

How you can Access your Personal Information

You may contact us at hi@fortress.games to request to access, update, or remove your Personal Information.

Where we offer online account management services, Customers can use this to amend or update certain Personal Information on their account.

If you ask us to provide access to your Personal Information, we’ll usually give you access once we have verified your identity. We’ll acknowledge your request within 7 days, and provided that you tell us what you specifically wish to access, we’ll usually be able to provide it to you within 30 days of receipt of your request. We will respond to your request as soon as reasonably practicable and may charge a fee for processing an access request as it may be complex or resource-intensive. We will let you know beforehand so you can decide whether to proceed.

If we can’t give you access to your Personal Information, if we cannot correct your Personal Information, or if it is not appropriate to make the changes you request, we will contact you to explain why.

Changes to our Privacy Policy

We may update our Privacy Policy from time-to-time in accordance with our changing business practices or changes in the law. Any changes will be effective when posted on our Sites. Your continued use of our Sites indicates your acceptance of any changes to our Privacy Policy. All Personal Information collected, stored, used, and disclosed by us will be subject to our most recent Privacy Policy as posted on our Sites.

We encourage you to refer back to this page regularly, and especially before providing us with any Personal Information.

Contact Us and Opting Out

For any complaints, questions, or concerns, please email us at hi@fortress.games. Once we have received a request or complaint from you, we will aim to investigate or address the matter within 30 days or earlier. We may contact you during this time if necessary.

You may notify us at any time if you do not wish to receive marketing or promotional material, or you can use the “Unsubscribe” option in our marketing and promotional emails.

LOCATIONS

Fortress Melbourne

Emporium

23 Caledonian Lane

Melbourne 3000

(03) 9606 8800

Fortress Sydney

Central Park Mall

Level 2 / 28 Broadway

Chippendale 3000

(02) 7908 2791

Fortress creates welcoming spaces where everyone belongs. We strive to make our venues accessible and respectful of diverse needs and identities, with zero tolerance for harassment or unsafe behaviour.

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