1. About this policy
This Privacy Policy explains how Cosmo packaging pty ltd, trading as Cosmo Food Service (ABN 46 605 173 279) ("CFS", "we", "us", "our") collects, holds, uses and discloses personal information through the Cosmo Food Service ordering website and mobile app (together, "the Service"), and how you can access or correct your information or make a complaint. This policy is intended to comply with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). The Service is provided for use by approved trade customers and CFS sales representatives only — there is no public account sign-up.
2. Information we collect
Account & profile information: your name, email address, phone number, business address, organisation, allocated branch, and role (customer or sales representative) — set up by CFS when your account is provisioned and editable by you only for your display name.
Order & quotation information: order and quotation history, line items and quantities, delivery date and address, contact details and notes you add, and (for sales representatives) unit pricing and margin data.
Lists & cart information: saved product lists (e.g. "My Pantry", custom lists) and your current cart contents.
Authentication information: secure session tokens used to keep you signed in, stored in your device's or browser's encrypted secure storage — we do not see or store your password beyond the moment you enter it to sign in.
3. Location information (optional)
If you choose to allow it, the Service uses your device's approximate location (only while the app or site is open) to show products available at your nearest branch when browsing as a guest. This permission is optional, is requested explicitly with an on-screen explanation before any browser or device prompt appears, and can be declined, revoked, or changed at any time in your browser or device settings. If not granted, the Service falls back to a default branch and continues to function normally.
4. Information generated through use of the Service
Like most connected apps and websites, our systems generate standard technical logs when the Service communicates with our backend (e.g. request timestamps and error details) so we can operate, secure, and troubleshoot it. Files you choose to export (order/quotation CSV exports, PDF documents) are generated and saved to your own device, or shared at your direction — CFS does not receive a separate copy of these files through that export process.
5. Information we do not collect
The Service does not request access to your camera, microphone, contacts, or photo library, and does not collect payment card details (it does not process payments). We do not use third-party advertising or analytics tracking, do not serve advertising, and do not access your precise background location.
6. How we collect information
We collect information you or your sales representative provide directly (e.g. account setup, notes on an order, updating your display name), and information generated automatically through your use of the Service (e.g. order history, technical logs, and, if permitted, approximate location).
7. Why we use your information
We use your information to: create and manage your account and authenticate you; process, fulfil and route orders and quotations to your allocated branch; enable your sales representative to act on your behalf where applicable; provide customer support; maintain saved lists and cart contents between sessions; keep the Service secure and diagnose faults; and meet our legal, accounting and regulatory obligations.
8. Disclosure of your information
We may disclose your information to: the CFS branch allocated to your account and your assigned sales representative, for order fulfilment; CFS personnel who need it to provide the Service and related services; our IT and cloud hosting providers, who process information on our behalf under confidentiality and security obligations and do not use it for their own purposes; and any party where required or authorised by law (e.g. a lawful request from a regulator or court).
9. Overseas disclosure
Our systems and the information you provide are currently hosted within Australia. If this changes in the future — for example, if we engage a cloud provider with infrastructure located overseas — we will update this policy to name the relevant countries where practicable, consistent with our obligations under Australian Privacy Principle 8.
10. Data security
We take reasonable technical and organisational steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes encrypted, access-controlled storage of authentication tokens on your device or browser, encrypted transmission between the Service and our servers, and role-based access controls on our systems. No method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security.
11. Data retention
We retain your personal information for as long as your account remains active and for as long afterwards as is necessary to meet our legal, accounting, tax and record-keeping obligations, to resolve disputes, and to enforce our agreements. Cart and saved-list data kept on your device or browser is retained until you clear it, sign out, or clear your browsing data.
12. Your rights & choices
You may request access to, or correction of, the personal information we hold about you by contacting us using the details in clause 17. Your display name can be updated directly in your account settings; your email, branch and organisation are managed by CFS as part of your trading account and can be changed by contacting your sales representative or CFS directly.
13. Account & data deletion
Because accounts are provisioned as part of your trading relationship with CFS rather than self-service sign-up, account and data deletion is handled by request rather than a self-service control. To request that your account be deactivated and your associated personal information deleted or de-identified (subject to our legal and accounting retention obligations), contact us using the details in clause 17.
14. Children's privacy
The Service is a business-to-business trade ordering tool intended for use by adult representatives of our trade customers and by CFS sales representatives. It is not directed at, and we do not knowingly collect personal information from, children.
15. If your data is compromised
If we become aware of a data breach involving your personal information that is likely to result in serious harm, we will assess and, where required, notify you and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).
16. Cookies & tracking
Our website may use strictly necessary cookies or local storage to keep you signed in and remember your cart between visits. As noted in clause 5, we do not embed third-party analytics or advertising tracking on the Service.
17. Complaints & contact us
If you have a question, wish to exercise a right described in this policy, or wish to make a complaint about how we have handled your personal information, contact Cosmo Food Service at info@cosmofoodservice.com.au or through the Contact Us section of our website. We will acknowledge your complaint and aim to resolve it within a reasonable time. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
18. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to the Service or our data handling practices, or to comply with changes in the law. The "Last updated" date at the top of this page shows when it was last revised. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.