Monique Lam Group Privacy Policy
Last updated: 10 November 2026
This Privacy Policy applies to all personal information collected by ELITELLE PTY. LTD. (ABN 90 168 323 019), trading as Monique Lam Group (we, us or our), of Suite 86, 135-153 New South Head Road, Edgecliff, New South Wales, 2027, via the website located at www.moniquelam.com (Website), as well as through website forms, email, phone, social media, client meetings, and third-party platforms.
This Privacy Policy describes how we handle Personal Information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles to the extent they apply.
1. What information do we collect?
The Personal Information we collect and hold depends on how you interact with us and the services we provide. It may include:
1.1 Your name, job title, organisation, email address, telephone number, and correspondence address.
1.2 Enquiries, project requirements, proposals, correspondence, feedback, and customer account details.
1.3 Billing contact details, invoices, payment confirmations, and transaction records.
1.4 Marketing preferences, subscription and consent records, and unsubscribe requests.
1.5 Website analytics information, including IP addresses, device and browser details, pages visited, referral information, interactions, and online identifiers, depending on the tools and settings enabled.
1.6 Account identifiers, access permissions, and authentication information where needed for authorised access to third-party platforms.
1.7 Information handled for clients, including contact lists, campaign and audience information, campaign responses, event registrations, website enquiries, and relevant social media interactions or messages.
Not every category is collected or held for every interaction or client engagement.
2. Types of information
The Privacy Act 1988 (Cth) (Privacy Act) defines types of information, including Personal Information and Sensitive Information.
Personal Information means information or an opinion about an identified individual or an individual who is reasonably identifiable:
(a) whether the information or opinion is true or not; and
(b) whether the information or opinion is recorded in a material form or not.
Information may be Personal Information even if it does not directly identify you, where you are reasonably identifiable from that information alone or in combination with other available information. Information is de-identified only where it is no longer about an identifiable or reasonably identifiable individual.
Sensitive Information is defined in the Privacy Act as including information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
We use or disclose Sensitive Information for the purpose for which it was collected, or for another purpose where permitted by applicable law. This may include a directly related secondary purpose that you would reasonably expect, use or disclosure with your consent, or another applicable legal exception.
3. How we collect your Personal Information
(a) We may collect Personal Information from you whenever you input such information into the Website or provide it to Us in any other way.
(b) We do not intentionally seek to collect Sensitive Information. You should only provide Sensitive Information to us if specifically requested or legally required, in which case it will be handled as permitted by law and in accordance with this Privacy Policy and applicable law.
(c) Where reasonable and practicable we collect your Personal Information from you only. However, sometimes we may be given information from a third party, in cases like this we will take steps to make you aware of the information that was provided by a third party.
(d) We use Google Analytics 4 to understand how visitors find our Website, which pages they visit, and how they interact with our content. We use its reports to assess traffic sources and content performance and improve navigation and usability. Depending on settings, Google may receive device and browser details, page addresses, referral information, interaction events, and online identifiers. Google states that GA4 uses IP addresses to derive approximate location information and discards them before logging the data.
(e) Metricool's website tracker helps us measure website traffic, page visits, and referral sources so we can assess which content and marketing channels bring visitors to our Website. Metricool states that its tracker processes IP addresses, requested page addresses, available referral information, and browser window dimensions. It does not use cookies or persistent visitor identifiers.
(f) You can restrict or delete cookies through your browser settings. These settings may affect Website functionality and may not prevent all analytics collection, including tracking that does not use cookies. Contact info@moniquelam.com with questions about tracking or requests concerning the use of your Personal Information. We handle requests in accordance with applicable law.
4. Purpose of collection
We collect and use the Personal Information described under 'What information do we collect?' to respond to enquiries, prepare quotes, plan and deliver agreed professional services, provide support, maintain business records, process and reconcile billing and payments, meet accounting and legal obligations, and operate, secure, and improve our Website. We also use Personal Information to communicate about our services and business developments, subject to the consent and unsubscribe arrangements described in the direct marketing section below.
5. How we disclose Personal Information
We may disclose relevant Personal Information to authorised contractors and service providers that support our website, analytics, communications, document storage, customer records, accounting, business administration, and delivery of agreed client services. Our website and analytics providers include Duda, Google Analytics 4, and Metricool. Authorised maintenance and support personnel may access Personal Information where reasonably necessary to maintain systems, investigate issues, or provide support. We limit access and disclosures to information relevant to the authorised purpose and take reasonable steps to assess applicable security measures and contractual protections. We may also disclose Personal Information to professional advisers and to regulators, courts, or other recipients where required or authorised by law. Some recipients may be located outside Australia, as explained in the Overseas transfer section.
6. Direct marketing
(a) We may send you marketing emails about our services, resources, and events where permitted by applicable law, with consent where required.
(b) We do not use Sensitive Information for direct marketing.
(c) An enquiry or resource request does not, by itself, constitute consent to ongoing marketing.
(d) Our marketing emails identify us and include a functional unsubscribe link. You can also unsubscribe by contacting info@moniquelam.com. We action requests promptly and no later than five working days after receiving them, without charge. You do not need to create an account, log in, or provide information beyond what is needed to identify the email address to be unsubscribed. Unsubscribe links remain functional for at least 60 days after sending.
(e) We retain a limited suppression record to help prevent unsubscribed details from being added back to the relevant marketing lists. Necessary service communications may continue where lawful.
7. Security, Access and correction
(i) Retention
(i) We take reasonable technical and organisational steps to protect your Personal Information from misuse, interference, loss, and unauthorised access, modification, or disclosure. We retain Personal Information for as long as reasonably necessary for purposes for which we may lawfully use or disclose it, including providing services, maintaining business and financial records, and meeting applicable legal obligations. Retention periods depend on the type of information, the relevant purpose, and any applicable legal requirements. When Personal Information is no longer required and no applicable retention exception applies, we take reasonable steps to destroy it securely or ensure it is de-identified. These steps address relevant copies held by service providers and in backups.
(ii) We hold Personal Information in electronic business systems, cloud services, authorised platform accounts, and relevant business records. Access is restricted according to work responsibilities.
(ii) The Australian Privacy Principles:
(i) permit you to obtain access to the Personal Information we hold about you in certain circumstances (Australian Privacy Principle 12); and
(ii) allow you to correct inaccurate Personal Information subject to certain exceptions (Australian Privacy Principle 13).
(iii) You may request access to, or correction of, the Personal Information we hold about you by contacting us using the contact details set out at the bottom of this privacy policy. We may ask for information reasonably needed to verify your identity or authority and identify the information relevant to your request. We respond in accordance with applicable law, including any mandatory response periods and permitted extensions. We refuse access or correction only where permitted by law. Where required, we provide written reasons for our decision and explain how you can make a complaint.
8. Complaint procedure
If you have a complaint about how we handle your Personal Information, contact our Privacy Officer at info@moniquelam.com or using the contact details below. We will acknowledge your complaint and investigate your concerns. We may request further information reasonably needed to understand and assess the complaint. We aim to provide a substantive response within 30 calendar days of receiving it, explaining our findings and any proposed action. If we need additional time, we will explain why and provide an expected response date. This does not extend any mandatory deadline under applicable law. If you are dissatisfied with our response, or we have not responded within 30 calendar days, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au, where it has jurisdiction.
9. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal requirements. The current version of this Privacy Policy will be published on the Website with its updated date, and any changes will take effect when published unless stated otherwise.
10. Overseas transfer
Authorised personnel working from Canada access relevant Personal Information to administer our business and deliver agreed services. Access is limited according to their responsibilities and the services being provided.
We also use overseas service providers for website hosting, analytics, communications, and other business operations. Our identified website and analytics providers include Duda, Google Analytics 4, and Metricool.
Duda's published processing arrangements identify locations including the United States, Germany, Israel, the United Kingdom, and Canada. Its distributed infrastructure may operate in additional locations. Google Analytics 4 uses United States storage and processing, with regional collection infrastructure elsewhere. Metricool is based in Spain and states that its servers are located within the European Union, without identifying individual hosting countries in its published privacy policy.
Before disclosing personal information to an overseas recipient, we take the reasonable steps required by applicable Australian privacy law to ensure that the recipient does not breach the Australian Privacy Principles, other than APP 1, unless a lawful exception applies. We may remain accountable under the Privacy Act 1988 (Cth) for the recipient's handling of that information.
Information handled overseas may be subject to lawful access by courts, law enforcement, or regulatory authorities in those jurisdictions.
11. How to contact us about privacy
If you have any queries, or if you seek access to your Personal Information, or if you have a complaint about our privacy practices, you can contact us through: info@moniquelam.com.
