Privacy Policy

Last Updated: September 2026

In this Privacy Policy, ‘us’ ‘we’ or ‘our’ means Australian Venue Co. Limited (ABN 14 607 666 348) and Queensland Venue Co. Pty Ltd (ABN 57 079 861 626) and their related bodies corporate (Australian Venue Co.). Australian Venue Co. owns and operates a number of pubs, bars and restaurants in Australia which provide a range of food and beverage services as well as event venues.

Australian Venue Co. is committed to protecting your personal information. This Privacy Policy sets out how we collect, use, store and disclose your personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act).

Personal information includes information or an opinion about an individual that is reasonably identifiable. For example, this may include your name, age, gender, postcode and contact details.

We may update this Privacy Policy from time to time, and recommend you review it periodically so that you are updated on any changes.

What personal information do we collect?

We may collect the following types of personal information:

name;

email address;

telephone number and other contact details;

date of birth;

your photograph;

video and CCTV footage;
if you enter our venues and present your photo identification (Photo ID) for scanning, your name, date of birth, and the photograph appearing on your Photo ID, as well as any government related identifier that is associated with the Photo ID;

financial information such as any bank or credit card details – though these are held by a level 1 PCI service provider to ensure they are kept safe; we don’t see your full credit card number nor do we transmit it unless we are processing a payment over the phone or in person;
if you enter any of our gaming areas, facial recognition data collected through the use of our facial recognition technology (FRT) system for identifying problem gamblers who have self-excluded from gaming, to support our compliance obligations;

any additional information about you that you provide to us, including through your use of our venues (including, for example, information about the purchases you make at our venues), our websites, our online presence or through other websites or accounts from which you permit us to collect information; or

any other personal information that may be required in order to facilitate your dealings with us.

Sensitive information is a subset of personal information that is subject to more stringent protection. It includes information about a person’s race, ethnic origin, health, political views or religious beliefs (among other things). We may collect sensitive information in certain circumstances, including:

health information, such as dietary requirements, food allergies or intolerances, or medical conditions that you disclose to us when making a booking, attending one of our venues, or in connection with an incident at a venue;
biometric information, including facial recognition data collected through our FRT system for the purpose of identifying self-excluded persons in gaming areas, and facial images incidentally captured by CCTV or security camera systems at our venues; and
information about your race, ethnic origin or religious beliefs where you voluntarily provide such information to us (for example, in connection with dietary or cultural requirements for an event).

We will only collect sensitive information in accordance with the Privacy Act, including where you have consented or where the collection is otherwise required, authorised or permitted by law. We will handle all sensitive information collected in accordance with our obligations under the Privacy Act.

We do not knowingly collect personal information from children under the age of 18 without the consent of a parent or guardian. Where we collect personal information about a minor (for example, in connection with a booking or accommodation reservation), such information is limited to what is reasonably necessary for the relevant purpose.

How do we collect your personal information?

We may collect personal information either directly from you, or from third parties, including when you:

make a reservation at one of our venues, either over the phone or through an online booking form (which may be hosted by a third party);
provide us with dietary requirements or restrictions in connection with a booking or event at one of our venues;

leave a business card at a venue;

redeem an offer at a venue;

attend a function or event at one of our venues where photography or filming is taking place;

attend one of our venues where CCTV or security cameras are in use;

enter a gaming area where our FRT system is in use;
attend one of our venues and present your Photo ID for scanning using our ID scanning technology (this may include banning information recorded at our venues or made available to us by third-party venues via ID scanning technology);

enter into a competition run by us or with one of our partner advertisers;

make an accommodation booking at one of our venues;
purchase tickets to an event at one of our venues through a third-party ticketing platform;

communicate with us through correspondence, telephone calls, or email, or when you share information with us from other social applications, online services, or websites;
or

invest in our business or enquire as to a potential purchase of a business.

In addition, when you apply for a job or position with us, we may collect certain information from you (including your name, contact details, working history, and relevant records checks) from:

any recruitment consultant;

your previous employers; and

others who may be able to provide information to us to assist in our decision on whether to make you an offer of employment or engage you under a contract.

This Privacy Policy does not apply to acts and practices in relation to employee records of our current and former employees, which are exempt from the Privacy Act.

Why do we collect, use and disclose personal information?

Our handling of your personal information will vary depending upon how you engage with us. We may collect, hold, use and disclose your personal information for the following purposes:

to enable you to make a reservation or booking at a venue;

to provide you with our goods and services at a venue;

to respond to your enquiry or otherwise send you information which you request;

to allow you to register to use one of our websites;

to send you, or to enable our third party business partners to send or present to you, marketing and promotional messages and other information that may be of interest to you, including information sent by, or on behalf of, our business partners;

to send you personalised ads, and to better measure advertising performance;

to administer competitions or other promotional activities or events sponsored or managed by or on behalf of us or our third party business partners;

to operate, protect, improve and optimise our website, business and our users’ experience, such as to perform analytics, conduct research and for advertising and marketing;

to ensure the safety of patrons and manage any incidents at our venues;

to comply with our legal obligations, resolve any disputes that we may have with any of our users or patrons, and enforce our agreements with third parties; and

to consider your employment application.

If you enter a gaming area, we may collect facial recognition data via our FRT system for the purposes of identifying individuals who have elected to self-exclude from gaming. The facial images we collect will be analysed by the FRT system.  If the relevant individual is not identified as someone who has self-excluded, their images and data will be promptly deleted (typically within one minute of the analysis).  If the relevant individual is identified as someone who has self-excluded, we will take necessary steps to exclude them from the gaming area.

When you enter our venues, we may use ID scanning technology to verify your legal age and collect details from your Photo ID and information about banning decisions. This may include bans imposed by us at our venues, or bans imposed by the police, by court order, or by third party venues. We collect and use this information to help ensure the safety of our patrons and staff, manage entry to our venues, and comply with our obligations under applicable licensing laws where required.

The information collected through scanning your Photo ID at a venue may also be used to support police or regulatory enquiries where required or authorised by law.

Our venues operate closed-circuit television (CCTV) and security camera systems for the purposes of ensuring the safety and security of our patrons, staff and premises, managing incidents, and complying with our regulatory obligations. CCTV footage is generally retained for up to 30 days, unless a longer period is required in connection with an investigation, legal proceeding, or regulatory requirement. Footage may be disclosed to law enforcement agencies, regulatory bodies, or our insurers where required or authorised by law. We may also use CCTV footage, or engage third-party service providers to do so, for the purpose of generating aggregated, non-identifiable analytics relating to patron flow and service efficiency at our venues. These analytics are conducted at an aggregated level and are not used to identify individuals.

We may also disclose your personal information to a trusted third party who also holds other information about you. This third party may combine that information in order to enable it and us to develop anonymised consumer insights so that we can better understand your preferences and interests. We may also partner with trusted third parties to provide anonymised data that can be used by third party advertisers and suppliers to send you personalised marketing in accordance with your preferences and interests.

We may use automated systems in connection with our marketing activities and booking processes. For example, we may use automated tools to send you personalised communications or to manage reservations at our venues. If we use automated processes that involve personal information and that could significantly affect your rights or interests, we will include further details in this Privacy Policy.

To whom do we disclose your personal information?

We may disclose personal information for the purposes described in this privacy policy to:

our employees and related bodies corporate;

third party suppliers and service providers (including booking websites in connection with providing our services to you);

professional advisers, dealers and agents;

our existing or potential agents, business partners or partners;

our sponsors or promoters of any competition that we conduct via our services;

anyone to whom our assets or businesses (or any part of them) are transferred;

specific third parties authorised by you to receive information held by us; and/or

other persons, including government agencies, regulatory bodies and law enforcement agencies, or as required, authorised or permitted by law.

Do we disclose your personal information overseas?

We may disclose your personal information to third party suppliers, service providers and business partners that access or store data from overseas locations. Currently, this includes suppliers, service providers and business partners that are located in Canada, the United States, the United Kingdom and the European Union. Where we disclose your personal information to overseas recipients, we take reasonable steps to ensure that those recipients handle your personal information in a manner that is consistent with our obligations under the Privacy Act and the Australian Privacy Principles.

How do we hold your personal information?

We may hold your personal information in either electronic or hard copy form. We take reasonable steps to protect your personal information from misuse, interference and loss, as well as unauthorised access, modification or disclosure. These steps include technical and organisational measures. For example:

access to your personal information is restricted to our existing agents, business partners and service providers with authorised credentials; and/or

copies of correspondence sent from websites, that may contain personal information, are stored as archives for record-keeping and back-up purposes only and accessible only by authorised existing agents, business partners and service providers.

While we take reasonable steps to protect your personal information, no method of electronic transmission or storage is completely secure, and we cannot guarantee the absolute security of your personal information.

How long do we retain your personal information?

We do not retain personal information for longer than is reasonably necessary for the purposes set out in this Privacy Policy, or as otherwise required by law. Our data retention practices are managed in accordance with our internal data retention schedule and our obligations under the Privacy Act.

Using our websites, cookies and APIs

Our websites use cookies to provide you with a better experience. Cookies are small files that store information on your computer, mobile phone or other device. These cookies allow us to increase your security by storing your session ID and are a way of monitoring single user access. This aggregated, non-personal information is collated to assist us in analysing the usage of the site.

We also use third party cookies and/or conversion application programming interfaces (Conversion APIs) provided by Meta (Facebook) and other social media platform providers, and Google (Platforms) for marketing purposes and conversion tracking. Conversion APIs are used to track and measure specific actions that users take on a website. For example, when you make a purchase, fill out a form, or sign up for a newsletter, the conversion API allows websites to send information about these actions directly to a tracking or analytics system, and we can then better understand how users are interacting with our site and can inform decisions to improve user experience or marketing strategies.

Via their cookies and APIs, the Platforms receive non-personal information that you have visited our websites or clicked on an advertisement. If you are registered with an account with the relevant Platform (for example, you have a Facebook account), the Platform can assign the visit to your Facebook account.

Each Platform’s privacy policy describes how their third party cookie or conversion API handles a user’s data. The Platforms’ respective websites are designed to honour user’s privacy controls and you may be able to de-activate, or limit the application of, the tool by visiting the relevant Platform’s cookie settings.

Where our venues offer Wi-Fi services, personal information (such as your name and email address) may be collected when you register to use the Wi-Fi network. Wi-Fi services at some venues may be provided by a third-party service provider, and the collection of your personal information through that service may be governed by that provider’s own privacy policy.

This site is protected by reCAPTCHA and the Google  Privacy Policy  and Terms of Service  apply.

The Pass App and loyalty programs

If you register for or use The Pass App (our loyalty program), we may collect personal information including your name, email address, date of birth, contact details, transaction history, points earning and redemption activity, venue preferences and behavioural data relating to your interactions with the app. This information is used to administer your membership, track and allocate loyalty points, personalise your experience, provide you with relevant offers and promotions, and improve our services. You can manage your personal information and close your account within The Pass App. For further information, see The Pass App Terms and Conditions https://thepassapp.com.au/terms-conditions/.

Links

Our websites may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, we are not responsible for the privacy practices of, or any content on, those linked websites, and have no control over or rights in those linked websites. The privacy policies that apply to those other websites may differ substantially from our Privacy Policy, so we encourage individuals to read them before using those websites.

How can you access or correct your personal information?

You can access the personal information we hold about you by emailing our Privacy Officer below. Sometimes, we may not be able to provide you with access to all your personal information and, where this is the case, we will tell you why. We may also need to verify your identity when you request your personal information.

If you think that any personal information we hold about you is inaccurate, please contact us and we will take reasonable steps to ensure that it is corrected.

How can you opt out of marketing communications?

If you no longer wish to receive marketing or promotional communications from us, you may opt out at any time by using the unsubscribe facility contained in the relevant communication, by updating your preferences within The Pass App, or by contacting our Privacy Officer as detailed below. We will process your request within a reasonable period of time. Please note that opting out of marketing communications does not affect any communications that are necessary for the provision of our services to you or that are required by law.

How do you make a complaint?

If you think we have breached the Privacy Act, or you wish to make a complaint about the way we have handled your personal information, you can contact us by emailing our Privacy Officer as detailed below. Please include your name, email address and/or telephone number and clearly describe your complaint. We will acknowledge your complaint and will investigate and respond to you regarding your complaint within a reasonable period of time.

If you think that we have failed to resolve the complaint satisfactorily, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Office of the Australian Information Commissioner

GPO Box 5218, Sydney NSW 2001

Telephone: 1300 363 992

Email: enquiries@oaic.gov.au

Website: www.oaic.gov.au

For more information about privacy issues in Australia and protecting your privacy, visit the  Office of the Australian Information Commissioner’s website.

Contact our Privacy Team

privacy@ausvenueco.com.au

Australian Venue Co.
Level 16, 242 Exhibition Street, Melbourne VIC 3000