Gladstone Cinemas Privacy Policy

Effective date: 1 August 2025
Last updated: 1 August 2026

1. About this policy

Gladstone Cinemas is operated by The Trustee for The Cam Family Trust ABN 42 217 817 664 (Gladstone Cinemas, we, us or our).

This Privacy Policy explains how we collect, hold, use and disclose personal information. It applies to our website, official app, online and in-person ticket sales, CQ Starz Club, customer enquiries, refund requests, competitions, promotions, venue activities, CCTV and recruitment.

Gladstone Cinemas works with Yeppoon Cinemas and may share systems, customer-service resources, gift-card services and CQ Starz Club administration with it. Yeppoon Cinemas is operated by The Trustee for The Camel Family Trust ABN 48 187 633 295. Each cinema is responsible for the personal information it holds and uses.

We are committed to handling personal information transparently and, where applicable, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. Personal information we may collect

Depending on how a person interacts with us, we may collect:

• name, address, postcode, email address and telephone number;
• account login and membership details;
• date of birth or age range where reasonably required for eligibility, employment, classification or licensed-venue purposes;
• booking number, ticket and seat selections, session attendance and transaction history;
• CQ Starz Club number, points, rewards, membership activity and movie preferences inferred from membership use;
• gift-card or voucher details;
• concession, membership or eligibility information where needed to verify a ticket type;
• payment status and transaction references;
• correspondence, feedback, complaints, incident reports and refund-request information;
• information supplied for competitions, promotions, venue hire, donations or group bookings;
• job-application information, qualifications, availability and résumés;
• CCTV images and incident-related information collected at the venue;
• technical information such as IP address, device type, browser, pages viewed, referral source and cookie identifiers; and
• any other information a person chooses to provide to us.

We do not ordinarily receive or store full payment-card details. Online payment information is handled by our authorised ticketing and payment providers. We may receive limited payment information such as payment status, card type, transaction reference or masked card digits.

3. Sensitive information

We only collect sensitive information where it is reasonably necessary and the person consents, or where collection is otherwise permitted or required by law.

Refund, incident or accessibility requests may reveal health, disability or other sensitive information. Customers should provide only what is reasonably necessary and may redact unrelated details from supporting documents. We do not require complete medical records for ordinary refund requests.

4. How we collect information

We may collect personal information:

• directly from the person through our website, app, forms, membership system, ticket counter, telephone, email or other communications;
• when a ticket, gift card, membership or other product is purchased or used;
• through CCTV and venue-security processes;
• automatically through website, app and booking-system technology;
• from a parent, guardian, organiser, purchaser or other person acting on an individual’s behalf;
• from Yeppoon Cinemas where shared administration or a cross-venue product is involved; and
• from service providers where needed to complete a transaction or investigate a technical issue.

Where practicable, a form collecting personal information will display or link to a collection notice explaining the purpose of collection and relevant disclosures.

5. Why we collect and use information

We may collect, hold and use personal information to:

• sell and administer tickets, gift cards, food and beverage orders, memberships and cinema services;
• issue confirmations, receipts, refunds, rewards and customer-service responses;
• verify ticket, concession, age, membership or promotional eligibility;
• operate and improve CQ Starz Club;
• manage screenings, session changes, cancellations, events and venue hire;
• respond to enquiries, feedback, complaints, incidents, lost property and refund requests;
• protect patrons, employees, property and systems and investigate suspected fraud, misuse or unlawful activity;
• administer competitions, promotions, fundraising and community activities;
• recruit and assess job applicants;
• maintain, secure, analyse and improve our websites, systems, services and customer experience;
• keep records required for accounting, taxation, insurance, employment, safety and legal purposes; and
• comply with lawful requests and our legal obligations.

6. Marketing communications

We may send movie information, weekly session times and promotional offers where the recipient has consented or where otherwise permitted by law.

Marketing consent is optional and is not required to purchase a ticket. We do not add a person to a marketing list merely because they submitted a one-off enquiry or purchase unless they selected the relevant marketing option or another lawful basis applies.

Marketing emails and SMS messages will identify the sender and provide a functional unsubscribe method. We will action unsubscribe requests within five working days. Service messages about an existing booking, cancellation, safety issue or account are not marketing messages.

7. Who we disclose information to

We may disclose personal information where reasonably necessary to:

• our authorised staff, managers and professional advisers;
• Yeppoon Cinemas for shared CQ Starz Club, gift-card, cross-venue and customer-service administration;
• website, hosting, ticketing, payment, membership, email, SMS, form-storage, IT support, analytics and security providers;
• Jacro and Tapos Software Limited in connection with online ticketing and related support;
• banks, payment processors, insurers, auditors, accountants and legal advisers;
• event organisers, distributors or venue partners where necessary for a specific booking or event and disclosed to the customer;
• law-enforcement, regulators, courts, tribunals or other parties where required or authorised by law; and
• another operator as part of a lawful sale or restructure of the cinema business, subject to appropriate confidentiality and privacy protections.

We do not sell personal information.

Service providers may only use information for the services they provide to us or as otherwise disclosed in their own applicable privacy notices and contracts.

8. Overseas disclosure and processing

Some providers may store or process personal information outside Australia.

At the date of this policy, our online booking provider Tapos Software Limited is located in the United Kingdom. Personal information used to administer an online booking may therefore be disclosed to or processed in the United Kingdom.

Other providers may use overseas infrastructure. Where practicable, we will identify additional likely countries in this policy after confirming our providers’ current hosting and support arrangements.

Where the Australian Privacy Principles apply, we take reasonable steps required by law before disclosing personal information to an overseas recipient.

9. Cookies, analytics and website technology

Our website and booking services use cookies and similar technology to operate essential features, maintain sessions, remember preferences, prevent fraud, understand website performance and support customer accounts.

Analytics or advertising providers may also use cookies if those services are enabled. Browser settings may allow users to block or delete cookies, although doing so may prevent booking, login or other website functions from operating correctly.

Where a separate cookie preference tool is provided, users can manage non-essential cookie choices through that tool.

10. Security

We take reasonable administrative, technical and physical steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include access controls, staff permissions, secure connections, payment-provider security, backups, monitoring, confidentiality obligations and controlled document disposal.

No internet transmission or storage system is completely secure. Customers should protect their passwords and booking details and contact us promptly if they suspect unauthorised account activity.

11. Retention and deletion

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to administer an ongoing relationship, to resolve disputes and chargebacks, or to meet taxation, accounting, insurance, employment and other legal obligations.

Retention periods vary by record type. When information is no longer required, we take reasonable steps to securely destroy it or de-identify it, unless it must be retained by law.

Third-party providers may apply their own lawful retention periods. At the date of this policy, Tapos states that it retains booking information for two years from its last contact, subject to its legal and regulatory requirements.

12. Accessing personal information

A person may ask for access to personal information we hold about them by contacting our Privacy Officer.

We will respond within a reasonable period, ordinarily within 30 calendar days. We will not charge for making an access request. If a reasonable, non-excessive cost is likely to apply for providing access, we will explain it before proceeding.

We may need to verify identity. In limited circumstances, access may be refused or provided in another form where permitted by law. If we refuse access, we will provide written reasons where required and explain how the decision may be challenged or complained about.

13. Correcting personal information

A person may ask us to correct personal information that is inaccurate, out of date, incomplete, irrelevant or misleading. We will respond within a reasonable period, ordinarily within 30 calendar days, and do not charge for correction requests.

If we refuse a correction request, we will provide written reasons where required, explain available complaint mechanisms and allow the person to request that a statement be associated with the information.

14. Privacy complaints

Privacy questions, access or correction requests and complaints may be sent to:

Privacy Officer – Gladstone Cinemas
Email: website@gladstonecinemas.com.au
Post: PO Box 5026, Gladstone QLD 4680
Phone: (07) 4972 0015

Please describe the issue and provide contact details and enough information for us to investigate. Do not send passwords, full payment-card numbers or unnecessary identity documents.

We will ordinarily acknowledge a privacy complaint within seven days and aim to provide a substantive response within 30 calendar days. If more time is reasonably required, we will explain why and provide an updated timeframe.

If the complainant is not satisfied with our response and the Privacy Act applies, they may contact the Office of the Australian Information Commissioner at https://www.oaic.gov.au/privacy/privacy-complaints.

15. Data breaches

We maintain processes to contain, assess and respond to suspected data breaches. Where the Notifiable Data Breaches scheme applies and a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by law.

16. Children and young people

Our services are used by families and young people. Where practicable, personal information from a child should be provided by or with the involvement of a parent or guardian.

We limit collection from children to information reasonably required to provide the service, administer a permitted membership or application, maintain safety or comply with law. We do not knowingly use children’s personal information for direct marketing without appropriate consent.

17. Automated decisions

We do not currently arrange for a computer program to use personal information to make, or substantially and directly assist in making, decisions that could reasonably be expected to significantly affect an individual’s rights or interests.

If this changes, we will update this policy with the information required by applicable privacy law.

18. Third-party links and services

Our website may link to third-party websites, social-media services and booking or payment pages. Those third parties may collect information under their own privacy policies. We are not responsible for unrelated third-party privacy practices, but we remain responsible for our own handling of personal information and for obligations that cannot lawfully be transferred.

19. Changes to this policy

We may update this policy to reflect changes to our systems, providers, operations or legal obligations. The current version will be published on our website with its effective and last-updated dates. Material changes will be communicated where reasonably appropriate.

GLADSTONE CINEMAS ABN 42217817664 and YEPPOON CINEMAS ABN 48 187 633 295, and its related entities (CAM FAMILY TRUST, CAMEL ENTERTAINMENT), are committed to preserving your privacy, and this Privacy Statement reflects our firm commitment to you. It sets out our policies in relation to the way we collect and handle personal information. We encourage you to check our privacy statement regularly as this Privacy Statement may change from time to time.

1. How and why we collect information

We collect personal information from you in a variety of ways. For example, we may collect personal information from you by one of the following means:

competition entry forms;
membership and subscription forms;
email or SMS;
when you visit our website;
online transactions;
when you join our loyalty program;
credit card details via credit card purchases; and
information collected from third parties.

2. Information provided by you

You provide most of the personal information directly to us and for a specific purpose. For example, we collect personal contact information (such as your name, address, email address and phone number) when you participate in contests, competitions or register onto our website.

We may also collect personal information when you visit certain parts of our website and provide content, feedback or suggestions. You may also participate in interactive online activities such as games, chat or bulletin boards or by voting in polls. If you register onto our website, we may also collect information on your use of the site so that we can make our website as interesting as possible for you.

When you join our loyalty program, you will be asked to provide information relating to your movie going habits. Each time you use your loyalty program card, information will be collected about the movies that you see. This will help assist us to learn more about the type of movies that you like.

We may also give you the opportunity to be contacted by email or SMS so that we can offer you discount and promotional opportunities.

We collect financial information (such as credit card information) from you in order to receive payment from you for products and services which you order.

3. Competitions

From time to time, we conduct competitions and give you the choice of receiving further contact from us. Unless you make the choice for us to contact you further, the personal information which we collect from your entry into the competition will not be used for any purpose other than for the competition.

4. Information provided by “cookies” technology

When you visit our web site, “cookies” technology allows us to identify your movements around our site. This information provides us with constructive feedback about our site so that we can identify the most effective areas and improve the less popular ones. Cookies alone cannot determine the identity of individual users. It is a feature of your Internet browser which you can disable at any time.

A “cookie” is a small data file that resides on your computer’s hard drive. Some web sites write to this file when you visit them. A cookie file can contain information such as your user ID in order to track the pages you have visited. A cookie cannot access other information from your hard drive, or from cookies created by other web sites. Cookies, by themselves, cannot be used to find out the identity of any user.

The only personal information a cookie can contain is information you supply yourself.

5. Sensitive Information

We do not collect any information about your racial or ethnic origin, political opinions or membership, religious or philosophical beliefs, trade association or union membership, sexual preferences or criminal record, unless:

you have given us specific consent to do so, or
where we are required by law to do so, or
it is necessary to prevent a serious and imminent threat to the life or health of a person, or it is necessary for the establishment, exercise or defence of a legal claim.

6. How we use information we collect

We use personal information primarily for the purpose for which it was collected. Because most of our information is collected from you directly, you will normally be aware of the purpose of the collection. For example, information may be collected from you so that we can fulfil prizes, offer discounts and process online transactions.

In relation to our loyalty program, information we collect may be used to invite loyalty program members to special screenings and events as well as to make special ticket and promotional offers.

7. Use of the information for a secondary purpose

We may sometimes use the personal information we collect for a secondary purpose, that is, for use in a way different from the original reason for collection. We will only do this in the following circumstances: where you have consented, where the secondary purpose is directly related to the primary purpose, and you would reasonably expect us to use or disclose the information in such a way, or where we are permitted or required by law, or it is in the interests of public safety to do so.

For example, we may use your contact details for editorial and feedback purposes or to inform you of our products and services. We may also collect personal information so that we can provide information which is of interest to you. You are always given the opportunity to notify us that you do not wish to receive this material.

8. Disclosure of the information we collect

We treat personal information which we collect from you in the same way that we treat our other confidential information. We will not sell to anyone, the information which we collect about you.

We will not disclose to a third party, the information which we collect about you, except where it is necessary to conduct our business, and then only if the third party: first enters into appropriate confidentiality undertakings with us, or has a privacy policy which is similar to ours.

9. How we protect information we collect

We will take all reasonable steps to ensure the security of all personal information we collect. This involves protecting it from misuse and loss, as well as from modification and disclosure.

The inherent nature of the Internet means that the security of any transmission of information to us using the Internet cannot be guaranteed.

The electronic databases that hold information as well as our internal systems are designed to restrict access to only those people who require specific information.

In addition, your personal information is only kept while it is required for the purpose for which it was collected or for a permitted secondary purpose. We regularly delets and de-identify personal information if we no longer need the information.

10. Your ability to access correct information

We will take all reasonable steps to ensure that your personal information which we collect, use or disclose is accurate, complete and up-to-date.

If you wish to access the information we hold about you, you are welcome to contact us and we will respond to your request within 45 days. A handling fee may be payable so that we can obtain the information you require.

11. Correcting information

You can also request that information about you be corrected or deleted. This is part of our commitment to take all reasonable steps to ensure that the information we hold is accurate, complete and up-to-date.
Right to refuse access or correction

We reserve our right to refuse your request for access or correction if, for example, we consider your request to be frivolous or vexatious, or if we are legally entitled to do so.

If we refuse your request, we will give you our reasons. If we refuse your request to correct information we hold about you, we will give you the opportunity to post a statement of your claim where we hold your personal information.

12. Links to other websites

Our web site contains links to other sites. We cannot be responsible for the privacy practices of other web sites and their operators.

The only web site that this Privacy Statement relates to is www.gladstonecinemas.com.au and www.yeppooncinemas.com.au.

13. Updating our privacy statement

As Gladstone & Yeppoon Cinemas grows and changes, we may revise our privacy statement. We will keep you updated on these changes by posting new versions of our policy on our web site.

By providing your personal information to us or by using our web site, you are indicating your acceptance of our current policy.

13. Contacting us

If you have any questions about our privacy statement, please contact our privacy officer at mailto:website@gladstonecinemas.com.au or by mail to;

Privacy Officer
CAM CINEMAS PTY LTD
PO BOX 5026
Gladstone QLD 4680
Phone: (07) 4972 0015