Our Privacy Policy

Last updated: 14 October 2026

Human Momentum understands the importance of privacy. We have adopted this privacy policy because we recognise the right of our clients, their staff and others to keep their personal information private.

This policy covers how Human Momentum treats the personally identifiable information that we collect or hold. Human Momentum has undertaken to comply with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) in dealing with personal information. In this policy, “personal information” means information or an opinion about an individual whose identity is apparent or can reasonably be ascertained from the information.

The Information We Collect

In the course of doing business, Human Momentum collects the following information about its clients and potential clients, and about the people who work for them:

the names of the owners and managers who hold an account with us;
their email addresses and telephone numbers;
the name, brand, telephone number and address of each club or location registered with us;
account passwords, which are stored in an encrypted form that we cannot read;
the status and history of each subscription;
the content of enquiries, issue reports and other messages sent to us; and
records of the mystery shopping and training calls we carry out for our clients, including transcripts of those calls and our assessment of them. We do not keep audio recordings of calls.

Payments are processed by a third-party payment provider. Card details are entered directly with that provider, and Human Momentum does not receive or store them.

Where we carry out calls for a client, the information we collect may include the name of the staff member who takes the call, a transcript of what was said, and an assessment of how the call was handled. Our clients are responsible for informing their staff that calls to their business may be transcribed and assessed as part of a mystery shopping program.

It should be clear why information is being collected each time you are asked for it. For example, we ask for a club’s telephone number and address so that we can carry out calls to that club.

We will not collect from you any sensitive information revealing your race, ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, or details of health or disability. Exceptions to this include:

where you have given express consent to Human Momentum to do so;
where the use of this information is authorised by law or is reasonably necessary to enforce the law; or
where the information is necessary for the establishment, exercise or defence of a legal claim.

Web Logging and Cookies

When you visit this website, a record of your visit is made and the following information is logged for security and statistical purposes: your server (IP) address, the date and time of your visit, the pages accessed, and the type of browser used.

No attempt will be made to identify users or their browsing activities except where this is necessary to protect the security of our services, or in the unlikely event of an investigation where a law enforcement agency exercises a warrant to inspect those logs.

Our website uses a cookie to keep clients signed in to their dashboard. We do not use cookies for advertising.

We will only record your email address if you provide it to us, for example by creating an account or sending us a message. It will be used for the purpose for which you provided it and will not be disclosed for any other purpose without your consent.

How We Use Your Personal Information

In general, our policy is that we only use or disclose personal information for the purpose that was specifically or reasonably apparent at the time of collection, or otherwise as set out in this privacy policy. Generally we will only use and disclose personal information:

to establish and maintain your relationship with Human Momentum as a client, including providing you with reports and other relevant information;
to provide the services that you have requested from Human Momentum, or to answer any enquiry that you may have;
to report the results of calls to the client for whom they were carried out, and to the people that client has authorised to see them;
to charge for our services;
to maintain, protect and improve the services we offer; and
to tell clients about new features or services that we think may be relevant to their organisation. In these circumstances we will give you an express opportunity to decline further communications of this kind.

Our services make use of automated technology, including in carrying out calls and preparing assessments of them.

We do not sell personal information.

Disclosure of Personal Information to Third Parties

Human Momentum may be required by law enforcement or judicial authorities to provide personally identifiable information to the appropriate governmental authorities. If such a request is received, we will provide this information upon receipt of the appropriate documentation.

Human Momentum may disclose personal information to third parties, for example:

if we inform you at the time of collection that such a disclosure may take place;
for purposes related to the purpose for which the information was collected, for example to provide you with a service that you requested; or
where we contract with other companies to perform services for us.

Examples of the services other companies perform for us include:

telephone and communications services;
data processing and hosting;
sending emails;
processing payments; and
storing back-up copies of our databases.

We provide these companies only with the information they need to perform their services, and we do not permit them to use it for any purpose except to perform the services we have asked them to provide.

Some of these companies are located, or store information, outside Australia, including in the United States and Singapore. By using our services you acknowledge that personal information may be held and processed overseas.

How Long We Keep Information

We keep personal information only for as long as it is needed for the purpose for which it was collected, or as required by law. Transcripts of calls are deleted after a limited period. A client may ask us to delete the call records we hold for its business at any time.

Access and Correction to Information We Hold About You

Where practicable you will have access to the information that you provide to us, and can change personal information that is out of date or inaccurate. We may charge a reasonable amount for providing access. You may request this information by writing to:

Managing Director
Human Momentum
76 Mimosa Rd, Carnegie VIC 3163

or by email to support@humanmomentum.com.au.

Exceptions to this include:

where providing access would pose a serious threat to the life or health of any individual, or have an unreasonable impact on the privacy of another individual;
where your request for access is frivolous or vexatious;
where the information relates to existing legal proceedings between Human Momentum and you; or
where providing access would be unlawful or may prejudice an investigation of possible unlawful activity.

Security of Your Information Online

We cannot guarantee that data transmission over the internet is 100% secure. While we strive to protect your personal information from misuse, loss and unauthorised access, we cannot guarantee the security of any information you transmit to us or receive from our online services. You conduct these activities at your own risk.

However, we will take reasonable steps to keep secure any personal information which we hold and to keep this information accurate and up to date. Human Momentum stores personal information on secure servers, and access to client dashboards is protected by password.

Complaints

If you believe we have not handled your personal information in accordance with this policy, please contact us using the details above so that we can try to resolve the matter. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.

Changes to this Privacy Policy

Human Momentum may amend this privacy policy from time to time by posting the amended version on our website.