CX Skills Privacy Policy

1. About this policy

This policy explains how CX Skills ABN 58 817 433 774 ("CX Skills", "we", "our" or "us") collects, uses, discloses and protects your personal information.

We handle personal information in line with the Privacy Act 1988 (Cth) (the Act) and the Australian Privacy Principles (APPs). "Personal information" means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

This policy applies to our website cxskills.com.au, our self-paced learning platform at courses.cxskills.com.au, our public, live online and private courses, and any other dealings you have with us.

2. The information we collect

The information we collect depends on how you deal with us. It can include:

• Contact and identity details: your name, email address, phone number and suburb or city.
• Work details: your job title, employer, team and industry.
• Booking and payment details: the courses you book, tickets purchased, billing address and purchase order numbers. You can pay by card or ask for an invoice.
• Payment processing: card payments are processed by Stripe, and invoices are issued and managed through our accounting system, Xero. We do not see or store your full card number.
• Course details: attendance, completion, activity and assessment results, course feedback, and reviews or testimonials you choose to give us.
• Account details: your username and learning progress if you create an account on our website or on our self-paced learning platform at courses.cxskills.com.au.
• Communications: emails, phone calls, enquiry forms and meeting bookings you make with us.
• Website usage information: your IP address, device and browser type, pages viewed, files downloaded, how you arrived at our website and the ads you clicked. See section 6.

Sensitive information

We do not ask for sensitive information such as health information, religious beliefs or racial or ethnic origin.

If you tell us about an accessibility need, a dietary requirement or something similar so we can support you on a course, we will only use it for that purpose, and only with your consent.

3. How we collect your information

Where we can, we collect your information directly from you. This happens when you book a course, fill in a form, download a resource, create an account, attend a course, or contact us by email or phone.

We may also collect it from:

• your employer or manager, if they book a course on your behalf;
• the Australian Customer Experience Professionals Association (ACXPA), if you claim an ACXPA member discount;
• our trainers and delivery partners who run your course;
• publicly available sources such as your LinkedIn profile, but only to add a photo to a review or testimonial you have chosen to submit (you can ask us not to use a photo at any time, as set out in our Terms and Conditions); and
• cookies and similar technologies when you use our website (see section 6).

Unsolicited information

If we receive personal information we did not ask for, we will check whether we could have lawfully collected it. If we could not, we will destroy or de-identify it as soon as practicable, where it is lawful and reasonable to do so.

4. Using a pseudonym or staying anonymous

You can make general enquiries without giving us your name, or by using a pseudonym.

To book a course, issue a certificate or give you access to a learning account, we need your real name and contact details.

5. How we use your information

We use your personal information to:

• process bookings and payments, and send confirmations, joining instructions and invoices;
• deliver courses, provide course materials and issue certificates;
• give your employer attendance and completion information when they booked or paid for your training;
• answer your enquiries and provide customer support;
• improve our courses, website and services, including through course feedback;
• send you information about our courses and resources (see section 7);
• measure our advertising and show relevant ads to people who have visited our website (see section 6); and
• meet our legal, tax and accounting obligations.

We will only use or disclose your information for another purpose if you consent, if you would reasonably expect it and it is related to the purposes above, or if the Act otherwise allows or requires it.

6. Cookies, analytics and advertising

Cookies are small files stored by your browser. They let our website work properly (for example, keeping courses in your cart) and help us understand how the site is used.

Google Analytics

We use Google Analytics, managed through Google Tag Manager, to understand how visitors use our website. This includes which pages are viewed, which files are downloaded and which bookings are completed.

Google Analytics uses cookies and receives information such as your IP address and device details. We use it to produce statistics. We do not use it to identify you by name, and we do not send your name, email address or phone number to Google Analytics.

Google Ads and remarketing

We may advertise on Google, including to people who have previously visited our website ("remarketing"). To do this, Google uses cookies to recognise your browser and show you our ads on Google Search, YouTube and partner websites.

Where you have allowed it in your Google account settings, Google may link this activity across your signed-in devices.

Your choices

• You can block or delete cookies in your browser settings. Some parts of our website, such as the cart and checkout, may not work without them.
• You can opt out of Google Analytics with the Google Analytics opt-out browser add-on.
• You can control personalised ads in Google's My Ad Centre.

To learn more about how Google uses information from websites that use its services, see Google's partner sites policy.

7. Direct marketing

We may send you information about upcoming courses, resources and offers by email, and occasionally by phone. We will do this in line with the Act and the Spam Act 2003 (Cth).

This means we will only contact you when you have consented or would reasonably expect to hear from us, such as after you have booked a course or downloaded a resource from our website.

When a course is booked, we add the person who booked and each attendee to our email list (managed using AWeber) to send course materials and updates, review requests and information about future courses.

Every marketing email includes an unsubscribe link. You can also opt out at any time by emailing privacy@cxskills.com.au. We will action your request within a reasonable time and at no charge.

Sharing with ACXPA

CX Skills partners with the Australian Customer Experience Professionals Association (ACXPA). With your consent, or where you would reasonably expect it, we may share your name, email address, job title and employer with ACXPA so it can tell you about its membership, events and resources.

ACXPA handles your information under its own privacy policy, and every ACXPA email includes an unsubscribe link. If you do not want us to share your details with ACXPA, email privacy@cxskills.com.au and we will stop.

We will not use sensitive information for direct marketing. If you ask, we will tell you where we got your information, where it is reasonable and practicable to do so.

8. Who we share your information with

We never sell your personal information. We only share it where needed for the purposes in this policy, including with:

• Trainers and delivery partners who deliver your course, so they know who is attending;
• Your employer, if they booked or paid for your training;
• ACXPA, to confirm your membership if you claim an ACXPA member discount, and for marketing as explained in section 7;
• Our service providers, who help us run our business. These include website hosting and security, payment processing (Stripe), invoicing and accounting (Xero), video conferencing for live online courses (Zoom and Microsoft Teams), meeting scheduling (Calendly), email marketing (AWeber), our self-paced learning platform, and analytics and advertising (Google); and
• Professional advisers, government agencies and regulators, where required or authorised by law.

We require our service providers to use your information only to provide their services to us.

9. Overseas disclosure

Some of our service providers store or process information outside Australia. Google, Stripe, Zoom, Microsoft (Teams), Calendly and AWeber are based in the United States and may use data centres in other countries. Xero may process information in Australia, New Zealand and the United States.

Before we disclose personal information overseas, we take reasonable steps to make sure the recipient handles it consistently with the APPs, unless an exception under the Act applies.

10. Keeping your information secure

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, change or disclosure. These steps include secure (HTTPS) connections, access controls, and using reputable service providers.

If a data breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

When we no longer need your information and are not required by law to keep it, we will take reasonable steps to destroy or de-identify it.

11. Quality of your information

We take reasonable steps to make sure the information we hold is accurate, up to date and complete. Please tell us if your details change.

12. Government identifiers

We do not use government identifiers, such as your tax file number or Medicare number, as our own way of identifying you.

We do not collect Unique Student Identifiers (USIs). We will only collect or use a government identifier where the Act allows it, for example where it is required by law.

13. Automated decisions

We do not make decisions that significantly affect your rights or interests using computer programs alone.

If this changes, we will update this policy to explain the kinds of personal information used and the kinds of decisions made.

14. Accessing and correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing privacy@cxskills.com.au. We may need to verify your identity first.

We will respond within a reasonable time, usually within 30 days, and we will not charge you for making a request.

In limited circumstances the Act allows us to refuse access or correction. If we do, we will explain why in writing and tell you how to complain.

15. Making a complaint

If you have a concern about how we have handled your personal information, please email privacy@cxskills.com.au and outline your complaint. We will aim to respond within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

16. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.

17. Contact us

CX Skills
Email: privacy@cxskills.com.au
Phone: 03 9008 7287

Last updated: October 2026