What personal information do we collect?We are not interested in collecting every personal detail about you. Our main reason for collecting your personal information is to provide and improve the service, products and experiences that you and our customers expect from us. Personal information is defined slightly differently across the world. To guarantee your privacy and the protection of your information, we define it as any information that could be used to identify you or another individual. We collect personal information about you in a number of different ways. In this section, we explain the different ways we collect personal information about you and the ways in which that information will be used. For more detail on how we use your personal information, please see the section titled "How do we use your personal information?".
Email CommunicationsAs a user of our products or services, we will send you support communications by e-mail. We collect information about how you engage with our e-mails; including whether they are delivered to you, whether you open them, whether you choose to learn more about what's happening at Intelligent Home Online (for example, by clicking on a link in our e-mail) and if you ask us not to contact you any more (by clicking on the unsubscribe option included in all our e-mail correspondence). We use that information by itself and in combination with your customer record (the information you share with us) to make sure that we stop sending you support or marketing communications when you ask us to. We also use it to make our e-mails as interesting as possible by providing you with content and experiences that we think you will be interested in based on how you have engaged with our previous e-mails; you have the right to object to our use of your information for this purpose.
Social MediaWe love interacting with you on social media. You may use social media to contact us about your Intelligent Home products, or to let people know what you think about your door entry system . We review publicly available social media and online sites to get a better understanding of what people are saying about us, and our products, technology and services and to assist consumers who prefer to contact us through social media. The information we collect from social media and online sites, including Facebook, YouTube, Twitter, Pinterest, Line and Snapchat, sometimes includes personal information that has been put online and is publicly available. We make sure any information we use is properly credited to its source or is made anonymous. These online and social media sites typically have their own privacy policies explaining how they use and share your personal information. You should carefully review those privacy policies before you use these sites to make sure that you are happy with how your personal information is being collected and shared. Information we collect from third party data providers We collect information, including aggregated demographic and lifestyle data that provide insights into the relative affluence of households within your neighbourhood, from third party data providers who help us to give you a more relevant owner experience by enabling us to provide offers at the right time, and to give you more relevant services and advice.
How do we use your personal information?Our main reason for collecting and using your personal information is to provide and improve the service, products and experiences that you expect from us.
Information you share with usWe use the personal information you share with us in the following ways: To respond to your queries and requests; To communicate with you; To provide services and support for our products; For customer satisfaction surveys to enable us to identify where service and product improvements can be made and to allow us to improve your experience should you need support from one of our experts; To provide updates to you about any changes to Intelligent Home Online policies, terms and conditions and any other matters which we may need to tell you; As long as you are happy for us to do so, to tell you about our other products and services; To provide you with essential service updates about your door entry system; and To customise and improve the way that you shop with us in the future; for example, by showing you products and offers that we think you might like, both on our website and apps and on certain third party websites (including on social media platforms).
Information from Intelligent Home productsWe use the personal information we collect from Intelligent Home products, by itself and in combination with other personal information that we collect about you, in the following ways: To monitor the performance and stability of our products so that we can optimise their performance and your experience of them; in particular, we want to be able to identify when there may be an issue with your product so that we can let you know about it as soon as possible (and potentially before the issue actually arises); To monitor your use of our connected products so that we can optimise their performance and your experience of using them; To provide updates and services to our connected products (which includes updates and upgrades to the software in the product and the app that connects to it); and; To improve our products, technology and services generally; We also want to be able to monitor your use of our connected products, so that we can: Customise and improve the way that we engage with you in future (for example, by showing you products and offers online that we think you might like); and (as long as you are happy for us to do so) send you more relevant and interesting marketing communications.
Information from your online interactionsWe use the personal information from your online interactions, by itself and in combination with other personal information that we collect about you to identify any part of our websites or apps that aren't working as well as they should be – so that we can fix things and make our website and apps better for you and other users; We also want to be able to monitor your use of our website and apps, and how you engage with our promotional campaigns and advertising online, so that we can: Customise and improve the way that you shop with us in future (for example, by showing you products and offers that we think you might like); and (as long as you are happy for us to do so) send you more relevant and interesting marketing communications. You have the right to object to our monitoring of your use of our websites and apps, and how you engage with our promotional campaigns and advertising online for these purposes.
Other potential uses of your personal informationWe use your personal information:
To assist in any disputes, claims or investigations relating to your Intelligent Home product or warranty matters; To detect and prevent fraudulent transactions; To comply with our legal obligations.; and For profiling and statistical analysis.As part of this activity we combine different categories of personal information that we collect about you. For example, we combine personal information from your online interactions, information you share with us for the profiling and statistical analysis of product popularity, of your behaviour when you use our website or apps or of how our products are used. You have the right to object to the processing of personal information in this way.
What is our justification for handling your personal information in this way?
Data protection and privacy laws in some countries require us to have what's called a "legal basis" or "lawful ground" for handling personal information. Broadly, that means that we have to have a legal justification for handling your personal information. For the most part, we need to handle your personal information to be able to: provide you with the products or services that you have asked for; and for our products, website and apps to be able to work properly and to do all the things that you expect them to.Sometimes, our use of your personal information is not strictly necessary for us to be able to provide you with our products and services, or for them to work properly. In those circumstances, we have what's called a "legitimate interest" in handling your personal information; our "legitimate interest" may be to: detect and prevent fraud; keep our website, apps, products and IT systems secure; ensure that our own processes, procedures and systems are as efficient as possible; analyse and enhance the information that we collect; determine the effectiveness of our promotional campaigns and advertising; and customise and improve the way that you shop and engage with us in future.
There will be certain personal information that you share with us which we specify as being optional (for example, when you update your account information). We will explain how we use that information and if you choose to provide it to us, you are agreeing to our use of your information in that way. You can ask us to delete that information at any time by contacting customer service or by e-mailing our Privacy contact.
Finally, in some, relatively limited circumstances we will need to handle your personal information in a certain way to be able to comply with our legal obligations; for example, if we are requested to disclose your personal information to regulatory bodies or law enforcement authorities.
Ultimately, the reason we handle your personal information in the way we do is so that we can directly or indirectly, improve our products, services and your overall experience of Intelligent Home Online as a business. Whatever our justification for handling your personal information (whether it is necessary for us to provide you with a certain product, or it is in our "legitimate interests"), we make sure that we take steps to honour our commitment to protect your privacy.
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