At Focus On Furniture* we are committed to ensuring the confidentiality and security of the information you provide to us. To comply with legal requirements and to run our business effectively, from time to time it is necessary for us to collect certain personal information. This may include information such as your name, date of birth, contact details and any other personal information you may be required to provide to register or transact with us including via our websites. Additional personal information may be required depending on the nature of your dealings with Focus On Furniture.

This Privacy Policy explains how we manage your personal information (including your credit information) in accordance with the Privacy Act 1988 (Cth) (Privacy Act).

1. Collection

General

We will collect and hold your personal information in a fair and lawful manner, and not in an intrusive way. Where it is reasonably practical to do so, we will collect your personal information directly from you. We may collect the personal information you directly give us through some of the following means:

1. when you make an inquiry or order in relation to goods or services through our websites;
2. in administering and performing any contracts with service providers;
3. when you contact us via telephone, instant message, email or facsimile;
4. from correspondence (whether in writing or electronically);
5. through any mobile applications provided by our organisation;
6. while conducting customer satisfaction and market research surveys;
7. when you subscribe to any of our mailing lists or participate in any of our competitions;
8. through digital technologies such as cookies, tags and pixels;
9. when administering any of our services; and
10. as otherwise required to manage our business.

However, in certain cases we may collect personal information from publicly available sources and third parties, such as suppliers, recruitment agencies, contractors, our clients and business partners. We may also receive your personal information from anyone sharing information with us for loss prevention and/or law enforcement purposes, anyone you list in your employment application (for example references) and our related companies, such as our parent company Adairs Limited and its subsidiaries (such as Adairs and Mocka) (Related Companies). This may include details of your transactions and interactions with Related Companies, including your browsing activity on their websites and apps, as well as information and characteristics inferred through data analytics. We may also receive de-identified data from Related Companies and share de-identified data with them for analytics and reporting purposes. 

If we collect personal information about you from a third party we will, where appropriate, request that the third party inform you that we are holding such information, how we will use and disclose it, and that you may contact us to gain access to and correct and update the information.

Any personal information collected online through any ‘Contact Us’ online form is governed by this Privacy Policy. Our websites may contain links to websites which are owned or operated by third parties. You should make your own enquiries as to the privacy policies of these third parties. We are not responsible for information on, or the privacy practices of, such websites.

You may choose to remain anonymous or use a pseudonym when interacting with us, except where we are legally required to confirm your identity. However, if you choose not to provide us with your personal information we may not be able to make contact with you or provide you with the service, product or information you require. For example, we cannot deliver products you order without your address.

Credit Information

We will collect your credit information from details included in your credit application and from your credit guarantors. When we’re checking your credit worthiness and at other times (including in relation to credit guarantee purposes), we might collect information about you from credit reporting bodies (such as Equifax). We base some things on the information we get from credit reporting bodies such as our credit summaries and credit scores. Information that we get from a credit reporting body or information we derive from such information is known as credit eligibility information.

Non Personally Identifiable Information

Like most websites, every time you visit our websites, statistical information may be collected in relation to your online browsing experience, but your personal details remain anonymous and we do not trace the source back to you. Examples of this type of information include:

• the type of Internet browser you are using;
• the screen size of your device;
• the computer operating system you are using;
• your computer’s IP address;
• the web page or search query that referred you to our websites; and
• the pages you view while on our websites.

We collect this information to provide you with an enhanced website experience, for marketing and reporting purposes, and to allow us to tailor our communications.

Use of Cookies and Pixel Tracking Tags

Cookies are small files that store information on your computer, mobile phone or other device. They enable the entity that put the cookie on your device to recognise you across different websites, services, devices and/or browsing sessions.

A tracking pixel is a piece of code generated by a third-party provider that can be placed on an organisation’s website to collect information about a user’s activity. When a user visits a webpage with a tracking pixel, the pixel loads and sends certain types of data to the server of the third-party provider.

We may use tracking technologies to enable us to collect data that may include personal information. For example, where a cookie or tracking pixel is linked to your account, it may be considered personal information under the Privacy Act. We will handle any personal information collected by tracking technologies in the same way that we handle all other personal information as described in this Privacy Policy

Some examples of how we use cookies are to:

• recognise you when you come back to our websites;
• customise our websites for an enhanced shopping experience for you;
• enable you to make purchases through our websites; and
• provide relevant information to you via third-party channels.

You are able to opt out of the majority of this data collection by accessing https://tools.google.com/dlpage/gaoptout/ from your browser. You may also be able to turn off tracking via your current browser, where available.

Unsolicited Information

Where we receive unsolicited personal information about you, we will check whether that information is reasonably necessary for our functions or activities. If it is, we’ll handle this information the same way we do with other information we seek from you. If not, we’ll ensure we do the right thing and destroy or de-identify it. 

2. Reasons for collection

Generally, we collect your personal information where required or authorised by law, and otherwise to operate our business and provide our products and services, including to:

• enable you to access and use our website;
• provide and administer our services;
• communicate with you, including about our services, loyalty programs, competitions and offers that may interest you;
• provide information or advice you request;
• process payments to and from you in connection with our services;
• create and manage accounts, invoices and receipts;
• share your personal information with service providers and other third parties who assist us to deliver our services or conduct market research; and
• manage and respond to complaints or enquiries.

We may also set out additional collection purposes in a collection notice provided at the time we collect your personal information.

We may also use your personal information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect it.

When we collect personal information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

3. Use

Your personal information will only be used for the purpose for which it was collected (unless you have consented to the information being used for a secondary purpose) or as part of our normal operations including product supply/delivery, billing/administrative purposes, warranty related, training staff, risk management, undertaking planning/analysis and any other purpose for which you have given your consent.

We may include your personal information in a database compiled by us for use in any direct marketing by us or running competitions and other promotions. These activities may be conducted via mail, telephone, SMS, email, or any other electronic means. If you do not wish to receive such material you can opt-out through any opt-out mechanism contained in any marketing communication to you or by contacting our Privacy Officer. See further below.

In addition to the ways for using personal information mentioned above, we may also use credit information to access your credit application and assess the risk of a guarantor being able to meet their obligations.

4. Disclosure

The information you provide may be disclosed within Focus On Furniture and to persons who have a contractual arrangement with Focus On Furniture, including employees, agents, suppliers, contractors, lenders, solicitors, accountants, insurers, warranty providers, credit providers, and other individuals or companies who assist us in providing products or services or who perform other functions on our behalf (for example any third party assisting with mail outs, customer enquiries and product orders, deliveries, repairs and warranties). Information will not be disclosed beyond this group of people unless you have given your consent, or unless required or authorised by law (including in connection with any legal proceedings or prospective legal proceedings and in order to establish, exercise or defend its legal rights).

The information you provide is not likely to be disclosed to any overseas recipient.

If personal information is disclosed to a third party, we are required to take reasonable steps to ensure your personal information is treated in accordance with all applicable privacy principles and laws. 

In some cases, we may also share your personal information with our parent company Adairs Limited and its other businesses. 

5. Storage and Security

Focus On Furniture stores your personal information in different ways including in paper and electronic form, sometimes with the assistance of data storage service providers. We take all security measures reasonable in the circumstances to protect your personal information from loss, destruction, misuse, modification or disclosure. These include secure storage of paper records, technical protections such as encryption, firewalls and multi-factor authentication, and restricted access on a need-to-know basis. We require our service providers and contractors (including those located overseas) to implement appropriate privacy and security protections by contract. Access to your personal information is limited to those who specifically need it to conduct their responsibilities but, as far as permissible under law, Focus On Furniture accepts no responsibility for the unauthorised use of personal information held by it.

You should be aware that there are risks with transmissions and storage of personal information via the internet, meaning we cannot guarantee the absolute safety of the information we collect. However, we will always take reasonable steps to maintain the security of your personal information. 

If you suspect any misuse of, loss of, or unauthorised access to your personal information, please notify us immediately. 

We will notify you and any applicable regulatory authority of any data breach where we are legally required to do so. 

The personal information will be destroyed or de-identified in accordance with our legal obligations, for example, when it is no longer used for the purpose it was collected, subject to any legal requirements (such as statutory retention periods).

6. Accuracy and Access

We will take reasonable steps to ensure that the information we hold about you is accurate, complete and up to date and ask that you let us know if you believe the information to be otherwise. You can request details of any personal information Focus On Furniture holds about you and advise us if it is inaccurate, incomplete or out of date. However we’re not always required by law to give you access to your personal information and the exceptions differ in relation to credit eligibility information. If we can’t provide your information in the way you’ve requested, we will tell you why in writing. If you have concerns, you can complain. See “Contact Us”.

You represent to us that where you provide personal information to us about another person, you are authorised to provide that information to us, and that you will inform that person who we are, how we use and disclose their information, and that they can gain access to that information.

7. Direct Marketing

Like most businesses, marketing is important to our continued success. We believe we have a unique range of products and services that we provide to customers at a high standard. We therefore like to stay in touch with customers and let them know about new opportunities. We may provide you with information about new products, services and promotions either from us, or from third parties which may be of interest to you.

We will not disclose your personal information to third parties for marketing purposes without first notifying you or obtaining your consent, as required by law.

You may opt out at any time if you no longer wish to receive commercial messages from us. You can make this request by contacting our Privacy Officer or through any opt out mechanism contained in any of our commercial messages to you.

8. Artificial intelligence, automated tools and automated decision making

We may use artificial intelligence (AI) and other automated tools to help us provide our services, improve our website and respond to customer enquiries. This may include using AI to detect and prevent fraud, transcribe and summarise interactions with us (such as phone calls and online chats), analyse trends and customer feedback, support training and quality assurance activities, and respond to enquiries about our products and services.

For example, if you use our chatbot, we will collect the information you provide so that we can respond to your enquiry and assist you. If you do not provide the information we need, we may not be able to help you.

We may share this information with service providers who help us operate these tools. These service providers may process information in Australia or overseas.

Where we use AI or automated tools in connection with personal information, we take reasonable steps to ensure they are used in accordance with applicable privacy laws.

We do not use your personal information to make decisions that are based solely on automated processes. All decisions that may affect you are made by our team using human review and consideration.

9. Contact Us

If you would like to know more about how the information you are providing will be used or would like to know how you can access the information, seek correction of it, or make a complaint about how we are handling your personal information, please contact our Privacy Officer as follows:

Privacy Officer
Focus on Furniture Pty Ltd
98 Whitfield Boulevard, Cranbourne West VIC 3977
email: custserv@focusonfurniture.com.au
phone: 03 9238 6900

Please include your name, email address and/or telephone number and include as much detail as possible in relation to your enquiry/complaint. We will acknowledge your enquiry/complaint and respond to you within a reasonable period of time.

If we refuse your request to access or correct your personal information we will provide you with written reasons for the refusal and details of complaint mechanisms. We will provide our response within 30 days of your request.

If we have a dispute regarding an individual’s personal information, we ask that you first attempt to resolve the issue directly between us. All complaints are taken seriously and will be assessed by an appropriate person with the aim of resolving any issue in a timely and efficient manner and in accordance with the Privacy Act.

In the event you are dissatisfied with the outcome of your complaint, you may refer the complaint to the Office of the Australian Information Commissioner.

If you believe Focus On Furniture has acted outside this Privacy Policy, or your specific instructions, please contact our Privacy Officer.

10. Policy Changes

We reserve the right to change the terms of this Privacy Policy from time to time, without notice to you. An up-to-date copy of our Privacy Policy is available on our websites. The last update to this document was in May 2026.

* In this Policy, “Focus On Furniture” means Focus on Furniture Pty Ltd (ABN 14 089 394 712) (collectively referred to as “our”, “us”, “we”).