Information We Collect
When you contact or interact with ARM Globals, we may collect the following categories of personal information:
- Contact details – your full name and phone number provided when you call or submit an enquiry.
- Call recordings – recordings of telephone calls made to or from our service lines for quality assurance and training purposes.
- Technical data – your IP address, browser type, operating system, and device identifiers collected automatically when you visit our website.
- Cookie data – data collected through cookies and similar tracking technologies placed on your device during your visit (see Section 4).
- Google Ads click data – information about which advertisements directed you to our website, including click identifiers (GCLID) assigned by Google Ads.
- Service enquiry information – details you share about your flight booking, travel plans, or issue, which may include flight numbers, booking references, or travel dates.
We collect only the minimum personal information necessary to provide you with flight assistance services. We do not collect sensitive information such as health records, financial account credentials, or government identification numbers.
How We Use Your Information
We use the personal information we collect for the following purposes:
- Service delivery – to respond to your flight enquiry, facilitate booking assistance, and connect you with the appropriate team members.
- Call tracking & quality assurance – to monitor and improve the quality of our telephone assistance, and to train our team.
- Google Ads conversion tracking – to measure the effectiveness of our advertising campaigns by reporting call and conversion events to Google. This helps us understand which ads are most useful to travellers seeking assistance.
- Website analytics – to understand how visitors use our website and to improve the content and experience we provide.
- Improving our service – to identify common flight issues, improve our processes, and train our team to better assist travellers.
- Legal compliance – to meet our obligations under applicable Australian and New Zealand privacy legislation.
We will not use your personal information for direct marketing without your explicit consent, and we will not sell your personal information to third parties.
Call Recording Notice
Calls made to or from our service lines may be recorded. By continuing a call with our team, you consent to the recording of that call.
Recording Notice: When you call ARM Globals on 1800 318 414 (AU) or 0800 600 589 (NZ), you will be notified that the call may be recorded. Recording is used for quality assurance, training, and service improvement purposes only.
Call recordings are stored securely and are accessible only to authorised team members. Recordings are retained for a period of 12 months, after which they are permanently deleted. Call recordings will not be shared with third parties except where required by law or as necessary to resolve a specific dispute involving the call.
Cookies & Tracking Technologies
Our website uses cookies and similar tracking technologies to operate correctly and to measure advertising performance. Cookies are small text files placed on your device when you visit our website.
We use the following types of cookies:
- Essential cookies – necessary for the website to function correctly. These cannot be disabled.
- Google Ads cookies – placed by Google to record which ads you have clicked and to attribute visits to our site to specific advertising campaigns. These cookies are used for conversion tracking and ad optimisation.
- Conversion tracking pixels – small images or scripts that notify advertising platforms (including Google) when a specific action has been taken on our site, such as submitting an enquiry or initiating a phone call.
- Analytics cookies – used by Google Analytics to collect anonymised data about how visitors navigate and interact with our website.
You can control and manage cookies through your browser settings. Most browsers allow you to refuse new cookies, delete existing cookies, or be notified when a new cookie is set. Please note that disabling cookies may affect the functionality of this website.
For more information about how Google uses data collected through its advertising and analytics products, please visit google.com/policies/privacy/partners.
Third-Party Services
We use the following third-party platforms which may process your personal data on our behalf or in accordance with their own privacy policies:
- Google Ads – we use Google Ads to advertise our services. Google's advertising systems use cookies and click identifiers to serve relevant ads and to track conversions. Google's privacy policy governs how Google handles data collected through these systems.
- Google Analytics – we use Google Analytics to analyse website traffic and user behaviour. Google Analytics collects anonymised usage data. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on, available at tools.google.com/dlpage/gaoptout.
These third-party service providers are contractually obligated to process your data only as directed by us and in accordance with applicable privacy laws. We do not authorise them to use your data for their own independent purposes beyond what is necessary to provide services to us.
We are not responsible for the privacy practices of airline websites, booking portals, or other external sites that you may access via links from our website.
Data Retention
We retain personal information only for as long as is necessary to fulfil the purpose for which it was collected, or as required by law. Our standard retention periods are as follows:
- Call recordings – retained for 12 months from the date of the call, then permanently deleted.
- Enquiry records – retained for up to 24 months to allow follow-up and service improvement analysis.
- Cookie data – governed by your browser settings and the expiry periods set by individual cookies (Google Ads cookies typically expire within 90 days).
- Google Analytics data – anonymised usage data is retained by Google in accordance with Google's own data retention policies (typically 26 months).
When retention periods expire, personal information is securely destroyed or de-identified so that it can no longer be used to identify you.
Your Rights
Australian residents are protected under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). New Zealand residents are protected under the Privacy Act 2020 (NZ).
You have the following rights in relation to your personal information:
- Access – you may request access to the personal information we hold about you.
- Correction – if you believe personal information we hold about you is inaccurate or incomplete, you may request that we correct it.
- Deletion – in certain circumstances, you may request that we delete your personal information, subject to legal retention requirements.
- Objection – you may object to certain uses of your personal information, including for analytics or advertising purposes.
- Complaint – if you believe we have handled your personal information inappropriately, you may lodge a complaint with us directly, or with the relevant privacy regulator (see below).
To exercise any of these rights, please contact us using the details in Section 8 below. We will respond to all requests within a reasonable timeframe, and no later than 30 days.
Regulatory contacts:
- Australia – Office of the Australian Information Commissioner (OAIC) at oaic.gov.au
- New Zealand – Office of the Privacy Commissioner at privacy.org.nz
How to Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or the way we handle your personal information, please contact our privacy team using any of the methods below.
We take privacy complaints seriously. Upon receiving a complaint, we will acknowledge receipt within 5 business days and aim to resolve the matter within 30 days. If we are unable to resolve your complaint to your satisfaction, you may escalate the matter to the relevant privacy regulator listed in Section 7.
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will update the "Last updated" date at the top of this page.
Where changes are material, we will take reasonable steps to notify you — for example, by displaying a notice on our website. We encourage you to review this policy periodically to stay informed about how we protect your information.
Your continued use of our services following any update to this Privacy Policy constitutes your acceptance of the updated terms.