Privacy Policy

MB Star Properties Pty Ltd (ABN 84 165 079 390) operates the Melbourne Star Observation Wheel at 101 Waterfront Way, Docklands VIC 3008. We respect your privacy and we handle your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy explains what we collect, why we collect it, who we share it with, and what you can do about it.

1. What we collect

1.1 Information you give us

• Your name, email address, phone number and postcode when you book, contact us or sign up for our emails
• Payment details when you buy a ticket. These are processed by our payment provider and we do not store full card numbers
• Booking details, including the experience you booked, your session, your group size and any package
• Accessibility requirements, dietary requirements and other information you choose to tell us so we can plan your visit
• School and group booking details, including the school name, contact person and student numbers
• Reviews, feedback, survey responses and anything you send us by email or social media

1.2 Information we collect automatically

• Website usage data, including pages viewed, device and browser type, approximate location and referring site. See our Cookie Policy
• CCTV recordings of the site, the wheel and every cabin
• Records of your conversations with Sophiie, our AI assistant, on the website and by phone. Phone conversations are recorded

1.3 Information from others

• Booking details passed to us by distribution partners such as Klook, Viator, TripAdvisor, Headout, KKday and Airbnb Experiences, and by travel agents and hotels
• Publicly posted reviews and social media mentions

1.4 Sensitive information

We generally do not collect sensitive information. If you tell us about a health condition, a disability or an accessibility requirement so that we can support your visit, we collect it with your consent and use it only for that purpose.

2. Why we collect it

• To take and manage your booking, process payment and issue your ticket
• To provide the experience you have booked, including any accessibility support you have asked for
• To contact you about your booking, including changes and closures
• To answer your questions, by email, phone or through our AI assistant
• To send you marketing where you have opted in, and to tailor it to what is likely to interest you
• To keep the site safe and secure, to investigate incidents, and to meet our insurance and legal obligations
• To understand how our website and our experiences are used, so we can improve them
• To meet our obligations under our liquor licence and workplace safety laws

3. Who we share it with

We do not sell your personal information. We share it with the following, only as needed:

 

We require our service providers to protect your information and to use it only for the purpose we engaged them for.

4. Information sent overseas

Some of our providers store or process information outside Australia, including in the United States. Before we disclose your personal information overseas, we take reasonable steps to make sure it is handled consistently with the Australian Privacy Principles. By providing your information, you acknowledge that it may be handled overseas, and that we may not be able to take the same action against an overseas recipient that would be available under Australian law.

5. Marketing

• We send marketing emails only where you have opted in.
• Every marketing email includes an unsubscribe link, and we act on unsubscribes promptly.
• We may send you service messages about a booking you have made, such as a confirmation, a reminder or a closure notice. These are not marketing and you cannot unsubscribe from them while your booking is live.
• We comply with the Spam Act 2003 (Cth).

6. CCTV

• The site, the wheel and every cabin are monitored by CCTV, for the safety and security of guests and staff.
• Signage is displayed at the site entrance and at the boarding point. By entering the site, you consent to being recorded.
• Recordings are retained for five years, to meet the requirements of our insurers and to allow us to investigate incidents. They are stored securely and access is restricted to authorised staff.
• Recordings are disclosed only where they are needed to investigate an incident, where it is required by law, or where they are requested by law enforcement or our insurers. They are never used for promotional purposes or published.
• We do not have cameras in toilets, washrooms, change rooms or parent rooms.

7. Our AI assistant

Sophiie is an AI assistant that answers questions on our website and by phone. It is not a person.

• Chat conversations and phone calls with Sophiie are recorded and stored.
• We use these records to answer your enquiry, to hand your query to a person if needed, and to improve the service.
• Please do not share payment details, health information or anything else sensitive with the assistant. If you need to discuss something sensitive, ask to be put through to our team.

8. Children

Our website is not directed at children, and we do not knowingly collect personal information from a child without a parent, guardian or school making the booking. For school bookings, we deal with the school, and we collect student numbers rather than student details unless the school tells us about a specific requirement.

9. Security and retention

• We take reasonable steps to protect your information from misuse, loss, and unauthorised access, modification or disclosure.
• We keep personal information only for as long as we need it, or as long as the law requires, and then destroy or de-identify it.
• If we have a data breach that is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner, as required by the Notifiable Data Breaches scheme.

10. Access, correction and complaints

• You can ask for access to the personal information we hold about you, or ask us to correct it, by emailing info@melbournestar.com.au. We will respond within 30 days.
• We may ask you to verify your identity before we act on a request.
• If you are not happy with how we have handled your information, contact our Privacy Officer and we will investigate and respond.
• If you are still not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

11. Changes

We may update this policy from time to time. The current version is always published on this page, with the date it was last updated.

12. Contact

Privacy Officer

MB Star Properties Pty Ltd

Address:
101 Waterfront Way, Docklands VIC 3008

Email:
info@melbournestar.com.au