Our privacy commitment
Customer Science Pty Ltd (ABN: 16 600 741 197) will handle your personal information in accordance with this Privacy Policy and the Australian Privacy Principles.
This Privacy Policy summarises how we handle personal information when you deal with Customer Science and Knowledge Quest. It applies to the Knowledge Quest website, hosted application, related support services and authorised integrations unless a separate written agreement states otherwise.
Information collection
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.
The types of personal information we collect may include:
- your name, workplace and position;
- your contact information;
- information about enquiries that you make with us;
- information needed to provide, support, secure and improve Knowledge Quest;
- product telemetry such as feature usage, audit events, diagnostic logs, device and browser information, tenant and user identifiers, and performance or error data generated when authorised users use Knowledge Quest.
Knowledge Quest may also process Customer Data provided or connected by a customer, including files, records, prompts, transcripts, tickets, articles, knowledge-base content, configuration and other materials. Customer Data may include personal information about authorised users, employees, customers, service recipients or other individuals depending on what the customer connects to the service.
Where possible, we will collect your personal information directly from you. This may be in person, on the telephone if you contact our office, online if you email an enquiry to us, when you use Knowledge Quest, or through systems that a customer authorises Knowledge Quest to connect to.
Website analytics and marketing tools
We use Google Analytics to understand how visitors use the Knowledge Quest website, measure campaign performance, and improve the site experience. Google may collect usage information through cookies or similar technologies. For more information about how Google collects and uses data, visit the Google Privacy Policy or the Google Analytics opt-out browser add-on.
We partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioural metrics, heatmaps, and session replay to improve and market our products and services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products and services and online activity. We also use this information for site optimisation, fraud and security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.
Additionally, we use Plausible Analytics, a privacy-friendly web analytics tool, to gather anonymous usage statistics about our website. Plausible does not use cookies and does not collect personal data, helping us understand general trends and improve user experience without compromising privacy. Plausible Analytics is compliant with the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and the Privacy and Electronic Communications Regulations (PECR).
Knowledge Quest product telemetry
When authorised users access Knowledge Quest, we collect product telemetry to operate, secure, support, and improve the service. This may include sign-in and access events, tenant and user identifiers, page and feature usage, configuration changes, integration activity, API and job status, performance data, errors, diagnostic logs, and security events.
We use this telemetry to maintain audit trails, detect and investigate faults or unauthorised activity, improve reliability and usability, provide customer support, and understand how Knowledge Quest is used. We do not use product telemetry to sell personal information.
Customer Data and AI-assisted processing
Knowledge Quest uses automated and AI-assisted functionality to analyse authorised customer systems and generate findings, summaries, suggestions, recommendations, draft content and related outputs. These outputs are intended to support human review, not replace customer judgement.
We use Customer Data to provide, secure, support, maintain and improve Knowledge Quest for the relevant customer. We may use aggregated or de-identified data derived from use of Knowledge Quest for analytics, benchmarking, service improvement and product development, provided that the data does not identify the customer, an authorised user or any individual.
We do not use Customer Data to train third-party foundation models unless expressly agreed in writing with the customer.
Why we collect your personal information
We may collect your personal information for a number of purposes, including:
- assistance - to provide you with requested information and services;
- support - to operate, secure, troubleshoot and improve Knowledge Quest;
- delivery - to provide implementation, configuration, onboarding, advisory, analytics, training and support services;
- security - to monitor access, investigate incidents, maintain audit trails and protect Knowledge Quest and connected systems;
- analytics - to produce aggregated or de-identified service analytics, benchmarking and product insights;
- marketing - to communicate with you about future related or new services.
Sensitive information
Sensitive information, as defined by the Privacy Act, includes your racial or ethnic origin; political opinions; membership of a political association; religious beliefs; philosophical beliefs; membership of a trade union or professional association; sexual orientation; genetic information; or biometric information.
We do not intentionally collect sensitive information through the Knowledge Quest website. Customers should not submit sensitive information to Knowledge Quest unless their agreement with Customer Science permits it and they have the required rights, notices, permissions and lawful basis.
What happens if you do not provide all this information?
If you do not provide some or all of the personal information requested, we may not be able to offer you services or provide you with information you request.
When you access our website, we may use software embedded in our website or small data files, known as cookies, on your computer to collect limited information about which pages you view and related information. A cookie does not identify you personally, but it may identify your computer.
Other than for statistical, security, and service-improvement purposes, no attempt will be made to identify your visit.
Disclosure of your personal information
We do not disclose your personal information to any third party unless required by law, authorised by you or the relevant customer, or needed to provide, secure, support, maintain or improve the services you have requested.
This may include disclosure to personnel, professional advisers, hosting providers, analytics providers, support providers, security providers, authorised subprocessors and third-party integration providers where needed for Knowledge Quest or related services.
Cross-border disclosures of your personal information
We use data hosting facilities and third-party service providers. These services are currently located in Australia. However, some website analytics, marketing, support, security or integration providers may process limited information from other locations depending on their own infrastructure and the customer's authorised configuration.
If we disclose personal information to an overseas recipient, we will take such steps as are reasonable in the circumstances to ensure the recipient handles the information consistently with the Australian Privacy Principles, unless an exception applies.
Microsoft and third-party integrations
Knowledge Quest may connect to Microsoft services and other third-party systems authorised by a customer. Those systems are governed by their own privacy statements, terms, administrator settings and permissions. Customers are responsible for configuring integrations, approving permissions and ensuring they have the rights needed to connect relevant systems and data to Knowledge Quest.
Data retention and deletion
We retain personal information and Customer Data for as long as needed to provide Knowledge Quest, comply with legal obligations, resolve disputes, maintain security and audit records, and meet the requirements of the applicable customer agreement. Generally, we hold business records for a minimum period of seven years.
After a customer subscription expires or is terminated, we may delete Customer Data in accordance with our data retention practices, backup cycles, legal obligations and any applicable written agreement. Backup copies may persist for a limited period before being overwritten or deleted through normal backup processes.
Access and correction
We will, upon your request and subject to applicable privacy laws, provide you with access to your personal information that is held by us. You just need to identify, as clearly as possible, the type of information requested. We will deal with your request within 30 days and reasonable access requests will be free of charge.
Privacy laws may require us to not grant access in certain circumstances, such as where access would pose a serious threat to the life, safety or health of any individual, or access would have an unreasonable impact on the privacy of other individuals.
If we refuse to grant you access to your personal information, we will provide you with reasons for that decision and your options for making a complaint.
You may also ask us to update, correct or delete the personal information we hold about you at any time. We will take reasonable steps to verify your identity before granting access or making any corrections. We also take reasonable steps to correct personal information we hold if it becomes inaccurate or out of date.
If your request relates to personal information held in Customer Data controlled by a Knowledge Quest customer, we may direct you to that customer or work with that customer to respond to your request.
If you require access to, or wish to update, your personal information, please contact us.
Security
We take all reasonable steps to protect all of the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure. Your personal information will be stored on a protected database. Backups of electronic information are stored offsite, and hard copy information is secured to prevent unauthorised entry.
Complaints
If you would like to make a complaint relating to our Privacy Policy or the manner in which we handle your personal information, please contact us. We will respond to complaints and queries within fourteen days. If you are dissatisfied with our response, you may refer the matter to the Australian Privacy Commissioner at www.oaic.gov.au.
Contacting us
If you have any queries, complaints, or would like access to your own records, please contact Customer Science:
- Email: info@customerscience.com.au
- Telephone: 02 9160 7760
Application of this policy
This Policy applies to all of your dealings and communications with Customer Science in relation to Knowledge Quest, unless a separate written agreement states otherwise.