Privacy Policy

Service Integrity Privacy Policy

Last updated: 09 August 2026

Service Integrity Pty Ltd, trading as Service Integrity Mystery Shopping, respects the privacy of clients, prospective clients, mystery shoppers, staff, contractors, website visitors, and other people whose information we handle.

This Privacy Policy explains how we collect, use, disclose, store, and protect personal information. It also explains how people may request access to, or correction of, their personal information and how privacy concerns may be raised.

Service Integrity Pty Ltd handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and applies the Notifiable Data Breaches scheme to its handling of personal information.

Who We Are

Service Integrity provides mystery shopping, customer experience measurement, quality assurance, and compliance-focused research services.

In delivering these services, we may collect and handle information about:

clients and prospective clients;
client staff and representatives;
mystery shoppers, contractors, and applicants;
members of the public who interact with our website or business;
people involved in a client engagement, where their information is relevant to the work being performed; and
project, survey, reporting, and quality control records.

Personal Information We Collect

The personal information we collect depends on the nature of the interaction. It may include:

name, business name, role, and contact details;
email address, phone number, and postal address;
enquiry details submitted through our website, email, phone, or other channels;
client instructions, project requirements, and correspondence;
shopper name, email address, and bank account details (for payment), together with demographic information collected during recruitment and profiling;
survey responses, report content, quality control notes, and project records;
login, access, and audit information for systems used to deliver our services;
website usage information such as browser type, device type, pages visited, referral source, and access times; and
other information a person chooses to provide to us.

We do not seek to collect sensitive information unless it is reasonably necessary for a specific project, operational requirement, legal obligation, or consented purpose.

How We Collect Personal Information

We may collect personal information:

directly from the person concerned;
from clients, prospective clients, staff, contractors, or mystery shoppers;
through our website, email, phone, forms, surveys, portals, and project systems;
through mystery shopping platforms and related service providers, including the SASSIE platform provided by LiveShopper;
during recruitment, screening, briefing, quality control, and reporting processes;
from publicly available sources where relevant to our services; and
from third parties where the person has consented or where collection is otherwise permitted by law.

Why We Collect And Use Personal Information

Service Integrity collects, holds, uses, and discloses personal information for purposes including:

responding to enquiries;
providing quotations and proposals;
designing and managing mystery shopping and customer experience programs;
recruiting, screening, briefing, and managing mystery shoppers and contractors;
operating surveys, questionnaires, portals, reports, and client dashboards;
conducting quality control and report review;
communicating with clients, staff, contractors, and shoppers;
administering accounts, payments, insurance, legal, and business records;
improving our services, systems, website, and business processes;
meeting client, contractual, legal, insurance, and regulatory obligations;
managing confidentiality, security, fraud prevention, and data breach response; and
any other purpose reasonably connected with our business or disclosed at the time of collection.

We may use business contact details to communicate with current or prospective clients about Service Integrity services. Recipients may opt out of marketing communications at any time.

Client And Project Information

Service Integrity treats client instructions, project materials, scenarios, survey records, completed reports, client data, and client business information as confidential.

We use client and project information only for the purpose of delivering the agreed services, managing the client relationship, meeting legal or contractual obligations, and supporting business records.

Where a client provides information about its staff, customers, investors, unitholders, members, contractors, or other people, Service Integrity will handle that information in accordance with this policy, applicable law, and the agreed project requirements.

Where a mystery shopping visit involves a client staff member who served the customer, Service Integrity may collect that staff member’s name (where provided) and a physical description recorded in the shopper’s report. No other personal information about client staff is captured through this process.

Mystery Shopper And Contractor Information

Service Integrity may collect information from mystery shoppers, applicants, and contractors to assess suitability, allocate work, manage assignments, process payments, communicate project instructions, and maintain quality standards.

Mystery shoppers and contractors are expected to follow confidentiality, privacy, conduct, and reporting requirements relevant to the assignments they accept.

Disclosure Of Personal Information

Service Integrity may disclose personal information where reasonably necessary to:

clients, where the information forms part of an agreed project, report, or operational process;
authorised staff, contractors, and representatives who need the information to perform their work;
mystery shopping platforms, survey platforms, reporting systems, cloud service providers, payment providers, IT providers, insurers, accountants, legal advisers, and other professional advisers;
regulators, courts, law enforcement, or government authorities where required or authorised by law;
an insurer, broker, adviser, or affected client in connection with an incident, claim, or data breach response; and
another party with consent or where disclosure is otherwise permitted by law.

Our principal service providers are:

LiveShopper (SASSIE) – mystery shopping platform used for questionnaire design, fieldwork management, shopper submissions, quality control, reporting, and client portal access. Hosted on Amazon Web Services in the United States.
Microsoft 365 – email, file storage, and business records.
Brevo – email and SMS communication with mystery shoppers. Hosted in the European Union.

We take reasonable steps to ensure that service providers and contractors handle personal information appropriately and only for authorised purposes.

Overseas Disclosure

Some projects, clients, shoppers, contractors, service providers, or systems involve information being accessed from, processed in, or disclosed to countries outside Australia.

These include:

the United States, where our primary mystery shopping platform is hosted; and
the European Union, where certain communications providers are located.

Service Integrity also delivers mystery shopping programs across the Asia-Pacific region. Depending on the engagement, information may be accessed from or disclosed to New Zealand, Japan, South Korea, China, Macau, Hong Kong, Taiwan, Guam, and other locations relevant to a client engagement or service provider arrangement.

Where personal information is disclosed overseas, Service Integrity will take reasonable steps to ensure the information is handled appropriately, unless an exception under privacy law applies.

Website Analytics And Cookies

Our website may collect non-personally identifiable information such as browser type, device type, operating system, pages viewed, page access times, and referring website address.

This information is used to understand website traffic, improve content, identify issues, and improve the visitor experience.

Our website or service providers may use cookies or similar technologies. Visitors may disable cookies through their browser settings, although some website functions may not work as intended.

Data Security

Service Integrity takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

These steps may include:

access controls;
confidentiality requirements;
secure project systems and client portals;
password and account management;
limiting information access to those who need it;
supplier and platform security review where appropriate;
device, email, and file-sharing controls;
staff and contractor instructions; and
incident response processes.

No system is completely secure. Where Service Integrity becomes aware of an actual or suspected data breach, we will act promptly to contain, assess, and respond to the issue.

Data Breach Response

Service Integrity maintains a Data Breach Response Plan.

If a data breach or suspected data breach occurs, Service Integrity will take reasonable steps to:

contain the incident;
assess what happened and what information was involved;
determine whether any person or client is likely to be affected;
notify affected clients, individuals, regulators, insurers, or advisers where required or appropriate;
remediate the issue; and
review the cause and prevention steps.

Where client information is or may be affected, Service Integrity will notify the client as soon as practicable and in any event within two business days of becoming aware of the incident.

Where the Notifiable Data Breaches scheme applies, Service Integrity will complete its assessment within 30 days and notify the Office of the Australian Information Commissioner and affected individuals as required.

Retention Of Personal Information

Service Integrity keeps personal information for as long as reasonably required for the purpose for which it was collected, for related business purposes, or to meet legal, tax, insurance, contractual, reporting, or record-keeping requirements.

When information is no longer required, we will take reasonable steps to securely destroy, delete, or de-identify it.

Access And Correction

A person may request access to personal information Service Integrity holds about them.

A person may also request correction of personal information if they believe it is inaccurate, out of date, incomplete, irrelevant, or misleading.

Requests should be made in writing using the contact details below. We may need to verify identity before responding. Access may be refused in limited circumstances permitted by law.

Privacy Complaints

Privacy complaints or concerns should be sent to Service Integrity using the contact details below.

We will review the complaint, make reasonable enquiries, and respond within a reasonable time.

If a person is not satisfied with our response, they may contact the Office of the Australian Information Commissioner at https://www.oaic.gov.au/

Changes To This Policy

Service Integrity may update this Privacy Policy from time to time.

The current version will be available on our website. The date at the top of the policy shows when it was last updated.

Contact Us

Service Integrity Pty Ltd Attn: Director PO Box 3005 Balgownie NSW 2519 Australia

Phone: 1300 799 868 Email: helpdesk@serviceintegrity.com.au Website: https://www.serviceintegrity.com.au/