This privacy policy explains how Monju Partners Pte Ltd (ABN 36 698 115 918, ARBN 698 115 918), trading in Australia as MONJU Australia, collects, holds, uses and discloses personal information in connection with the Smart Strip Australia website, enquiries and customer support services.

We manage personal information in accordance with applicable Australian privacy law, including the Australian Privacy Principles where they apply.

Information we collect

Depending on how you contact us, we may collect:

• your name, email address and telephone number;
• your company, store, customer type and Australian state or territory;
• the type of enquiry and the Smart Strip product involved;
• messages, support history, internal support notes and our replies;
• images or documents you choose to attach to explain a product, surface or project issue;
• sales, product-support, warranty, safety or complaint information you provide; and
• technical information needed to operate and secure the service, such as IP address, browser or device information, timestamps, entry channel and session identifiers.

We do not ask for payment-card details, passwords, full street addresses or urgent medical information through support chat. Please do not provide sensitive information unless it is reasonably necessary for us to address your enquiry. If you report a safety incident and include health information, we will restrict and escalate its handling as appropriate.

You may browse general website information without identifying yourself. Contact details are required when we need to respond to a support enquiry.

How we collect and hold information

We usually collect personal information directly from you when you contact us through the website, support chat, email, telephone or another direct channel. We may also receive relevant information from an authorised store, sales representative, contractor or project contact when they refer your enquiry to us.

Support conversations and attachments are held in a Monju-managed, self-hosted customer-support system. We use access controls, encrypted network connections, restricted administration, backups and operational audit records to protect the information we hold. No method of electronic storage or transmission is completely secure.

Why we use information

We collect, hold, use and disclose personal information to:

• respond to and manage your enquiry;
• route sales enquiries to the appropriate MONJU Australia representative;
• provide product and project support from approved Smart Strip sources;
• escalate technical, safety, incident, warranty or compliance matters to an authorised specialist;
• maintain support history, quality and accountability;
• protect customers, staff and our systems from misuse or security threats;
• meet legal, regulatory, insurance and dispute-handling obligations; and
• de-identify information for service review and planning.

We do not use a support enquiry for direct marketing unless you separately agree or Australian law otherwise permits it.

Human-reviewed AI assistance

AI may classify the text of an enquiry, retrieve approved Smart Strip source material and prepare an internal draft reply. Customer-supplied images are not sent to the AI draft model.

AI does not send replies or make warranty, safety, compliance, eligibility or other decisions about you. A person reviews every customer reply before it is sent. Uncertain, sensitive and restricted matters are escalated to a human.

The AI service is provided through the OpenAI API. OpenAI states that API inputs and outputs are not used to train its models by default. OpenAI may keep limited service and abuse-monitoring data under its applicable business terms and data-control settings.

Who we disclose information to

We may disclose relevant personal information to:

• MONJU Australia personnel and authorised sales representatives;
• Dumond or another authorised technical specialist when escalation is needed;
• providers that host, secure or operate our website, customer-support and AI services;
• professional advisers, insurers or authorities where reasonably necessary; and
• another person where you direct or authorise us, or where disclosure is required or permitted by law.

We limit disclosures to information reasonably needed for the relevant purpose. We do not sell personal information.

Overseas processing

Monju Partners Pte Ltd is a Singapore company operating in Australia. Personal information may be accessed or processed outside Australia, including in Singapore for Monju operations and hosting and in the United States for authorised technical escalation and AI services. Service providers may also process information in other locations disclosed in their current service terms.

We take reasonable steps appropriate to the circumstances to require service providers and overseas recipients to protect personal information.

Retention

For the controlled customer-support pilot, conversation content and images are deleted or de-identified after the conversation has remained resolved and unchanged for at least 90 days.

We may retain information longer when it is reasonably required for an active support, warranty, safety, legal or compliance matter, or when law requires it. When information is no longer reasonably needed, we take reasonable steps to delete or de-identify it.

Cookies and website technology

The customer-support service may use essential browser storage or cookies to maintain a conversation and secure the service. We use Cloudflare Web Analytics on smartstrip.au to measure aggregate page visits and page-load performance. It is not used for advertising tracking, behavioural profiling, support-chat content, contact details or customer conversation data. Cloudflare states that its Web Analytics service does not collect or use visitors' personal data. If this changes materially, we will update this policy and the relevant notice before collection.

Our website may link to third-party websites or approved product documents. Their privacy practices are governed by their own policies.

Access and correction

You may ask to access personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Contact the Privacy Officer using the details below. Please describe the information and request clearly. We may need to verify your identity before giving access or making a correction. We will respond within a reasonable period and explain any lawful reason why a request cannot be fulfilled.

Privacy complaints

If you believe we have mishandled your personal information, contact the Privacy Officer and provide enough detail for us to investigate. We will acknowledge the complaint and aim to provide a substantive response within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

Contact us

You may also contact us through the support page. Please mark a privacy request or complaint clearly so it can be routed to the Privacy Officer.

Changes to this policy

We may update this policy when our services, providers or legal obligations change. The current version and effective date will remain available on this page.