Privacy Policy

1. Definitions

In this Privacy Policy:

• ‘personal information’ has the meaning given under the Privacy Act and includes information about an identified individual or an individual who is reasonably identifiable.
• ‘sensitive information’ includes information such as health information, criminal history, biometric information, racial/ethnic origin, religious beliefs, and other categories defined under the Privacy Act.
• ‘Services’ means our migration and education services, consultations, website services, and any related products or services we offer.
• ‘website’ means https://knowbal.com.au/ and any related pages owned and operated by us.
• ‘you’ means any person who contacts us, uses our website, books a consultation, engages us, applies for services, or otherwise provides us with personal information.

2. Who we are and how to contact us

Knowbal Migration & Education

Phone: (03) 9448 1800
Email: support@knowbal.com.au

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Office hours: Monday to Friday, 9:00am – 5:00pm

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‍Williams Landing: 308/111 Overton Rd, Williams Landing VIC 3027

‍Melbourne CBD: Level 1, 25 Elizabeth Street, Melbourne VIC 3000

‍Geelong: Suite 3, Level 1, 110 Little Malop Street, Geelong VIC

3. What personal information we collect

The type of personal information we collect depends on how you interact with us. We may collect:

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3.1 Identity and contact details

• full name, date of birth, gender
• address, email address, phone number
• nationality, citizenship, passport details (where relevant)

3.2 Migration-related information (where relevant)

• visa history, immigration status, travel history
• family details (where relevant to an application)
• education and employment history
• employer/sponsor information and supporting documents
• documents you provide (e.g., passports, certificates, payslips, contracts, bank statements, forms, etc)

3.3 Education-related information (where relevant)

• education goals, course preferences
• academic records, English test results
• enrolment history and provider correspondence (where authorised)

3.4 Financial and payment information

• invoice details, payment confirmations, transaction records
• we do not intentionally collect full card details if payment is handled by a third-party payment processor (those details are typically processed by the payment provider)

3.5 Website and technical information

• IP address, browser type, device information
• pages visited, time spent, referral sources
• cookies and analytics data (see Section 11)

3.6 Sensitive information (only when necessary)

For migration matters, we may need to collect sensitive information such as:

• health information (e.g., medical conditions/results, where provided or required)
• criminal history and police checks
• biometric-related details where provided through documentation
• other sensitive information required by law or for eligibility

We only collect sensitive information where reasonably necessary for services and generally with your consent (or where permitted/required by law).

4. How we collect personal information

We may collect personal information:

• directly from you (forms, consultations, emails, phone calls, messages, uploads)
• when you book or attend a consultation
• when you engage us for services and provide documents
• from your authorised representatives (e.g., family member, employer, sponsor)
• from third parties where authorised or permitted (e.g., education providers, assessing authorities, employers, referrers)
• through our website cookies/analytics tools (see Section 11)

Where possible, we collect information directly from you.

5. Why we collect, hold, use, and disclose personal information

We may collect and use personal information for purposes including:

• responding to enquiries and providing consultations
• assessing eligibility and providing tailored advice
• preparing, managing, and supporting migration and education matters
• communicating with you about requirements, updates, appointments, and invoices
• liaising with third parties and authorities where authorised (see Section 6)
• improving our services, internal processes, staff training, and quality assurance
• maintaining accurate records and managing business operations
• complying with legal, regulatory, and professional obligations
• preventing fraud, misuse, and unauthorised access
• marketing (where permitted and with opt-out options)

We will not use your personal information for purposes unrelated to the above without your consent, unless authorised or required by law.

6. Who we may disclose personal information to

We may disclose your personal information to third parties where necessary to deliver services, where you authorise us, or where required by law.

This may include:

• Australian Government departments/agencies, including the Department of Home Affairs
• skills assessing authorities and other regulatory bodies
• education providers (universities, colleges, training organisations)
• employers/sponsors and workplace representatives (where relevant and authorised)
• medical providers and police check providers (where required for applications)
• translators/interpreters, couriers, and verification providers
• payment processors and financial service providers
• IT, cloud, CRM, and cybersecurity providers that support our operations
• our professional advisers (e.g., lawyers, accountants)
• regulators or law enforcement where required or authorised by law

We do not sell personal information.

7. Overseas disclosure

Some third-party providers we use (for example, cloud hosting, email, analytics, CRM, and support platforms) may store or process information outside Australia.

Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles your information in a way that is consistent with Australian privacy requirements, where practicable.

8. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Security measures may include:

• access controls and user permissions
• secure storage and reputable cloud providers
• cybersecurity and monitoring tools
• staff confidentiality obligations and internal controls

However, no method of transmission over the internet is completely secure. You provide information at your own risk.

9. Data retention

We retain personal information only for as long as necessary to:

• provide services and manage your matter
• comply with legal and professional obligations
• resolve disputes and enforce agreements
• meet auditing and record-keeping requirements

When personal information is no longer required, we take reasonable steps to destroy or de-identify it (unless we are required by law to retain it).

10. Access and correction

You may request access to the personal information we hold about you, and request correction if you believe it is inaccurate, incomplete, or out of date.

To make a request, email support@knowbal.com.au.
We may need to verify your identity before providing access or making changes.

In some situations, we may lawfully refuse access (e.g., where giving access would impact another person’s privacy or be unlawful). If we refuse, we will explain why.

11. Cookies, analytics, and tracking

Our website may use cookies and similar technologies to:

• operate the website and improve functionality
• understand how visitors use the website
• measure marketing effectiveness and improve content

Cookies may be set by us and/or third-party services (e.g., analytics providers). You can control cookies through your browser settings. Disabling cookies may affect website performance.

If you run advertising campaigns (e.g., Google Ads, Meta), your website may use tracking pixels or conversion tags to measure results. These tools may collect event data such as page views, button clicks, and form submissions.

12. Direct marketing

We may contact you about services, updates, or helpful information:

• where you have requested information from us, engaged our services, or opted in; and
• where permitted by law.

You can opt out at any time by:

• using an unsubscribe link (where provided), or
• emailing support@knowbal.com.au.

13. Third-party links

Our website may include links to third-party websites. We are not responsible for the privacy practices of those third parties. We recommend reviewing their privacy policies.

14. Complaints

If you have a complaint about how we handle your personal information, please contact us first so we can attempt to resolve it promptly.

Email: support@knowbal.com.au
Phone: (03) 9448 1800

If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time by publishing the updated version on our website and updating the “Last updated” date.

16. Contact us

Knowbal Migration & Education
Phone: (03) 9448 1800
Email: support@knowbal.com.au

‍

Office hours: Monday to Friday, 9:00am – 5:00pm

‍

‍Williams Landing: 308/111 Overton Rd, Williams Landing VIC 3027

‍Melbourne CBD: Level 1, 25 Elizabeth Street, Melbourne VIC 3000

‍Geelong: Suite 3, Level 1, 110 Little Malop Street, Geelong VIC