Wesfarmers OneDigital - Customer trust

OneDigital data privacy 

OneDigital recognises the need to maintain and build trust with its customers and stakeholders in how it collects, stores and uses data, particularly, personal information. OneDigital listens carefully to community expectations regarding data from customers, team members and other stakeholders.

Data privacy continues to be a focus for OneDigital and Wesfarmers, due to the nature of information OneDigital holds including personal information collected through its OnePass membership program; the scale and diversity of the data in the Wesfarmers Group shared data asset managed by OneData; and the ongoing responsibility involved in handling customer information through the Catch online marketplace. 

Actions in the 2024 focused on continued efforts to safeguard customer data and privacy by implementing key policies, educating team members.

Highlights during the year included: 

• Increased awareness of privacy issues and the importance of protecting personal information of its members and customers through educational initiatives during Privacy Awareness Week 2024 – an annual event led by the Office of the Australian Information Commissioner. This included spotlighting to team members the core privacy principles of transparency, accountability and security, and promotion of OneDigital’s privacy training and materials.
• As part of Cyber Awareness Month, team members were invited to join an information session on scams, cybercrimes, the services IDCare provides to minimise the impact of identity theft, and actions team members can take to better protect themselves.
• Updated customer facing documentation, such as OnePass and Catch privacy policies and collection statements, to reflect changes to the way personal information was collected and handled, with a focus on continuing to be transparent and clear with customers. For OnePass, this is supplemented by the OnePass Privacy Promise which outlines OnePass’ commitment to privacy and recognises that trust, transparency, security and responsible data custodianship are important to OnePass members.
• Continued to develop privacy enhancing processes such as privacy by design, privacy impact assessments, de-identification processes and other privacy-related controls across OneDigital to support its commitment to being a trusted and responsible custodian of the data it holds, and to comply with the laws governing privacy.
• More than 350 team members across OneDigital completed privacy training. Training included online modules covering topics such as the importance of privacy, customer expectations around privacy and the security of their information, regulatory obligations and responses to potential data breaches, as well as specialised face to face training on topics such as de-identification, retention and destruction of personal information, marketing compliance, notifiable data breaches, and generative AI.

Catch product safety and compliance 

As an Australian-owned and operated e-commerce marketplace, Catch aims to provide Australians with access to well-priced, quality products while ensuring its customers are satisfied.

Catch’s product safety and compliance commitments reflect Wesfarmers’ product safety and compliance [wesfarmers.com.au] position. As part of this commitment, Catch collaborates with other Wesfarmers’ divisions in a quarterly product safety forum and participates within the product safety community through lead organisations, such as Standards Australia.

Catch is a signatory to the ACCC Product Safety Pledge [productsafety.gov.au]. This places obligations on Catch to monitor product safety and compliance for products listed on the Catch platform. Catch employs highly-experienced product safety and compliance professionals to manage these compliance procedures. Catch provides an annual status report to the ACCC and meets twice yearly to discuss emerging issues and process improvements. Catch also builds compliance relationships with other lead regulators, such as the Therapeutic Goods Administration.

The Catch Product Integrity and Consumer Safety Team becomes aware of emerging issues through participation within the product safety community, such as through sitting on Australian Standards Committees. Relevant compliance information will be provided to involved parties (buyers, suppliers and sellers) through a combination of general bulletins, updates to internal procedures and documents, and through structured training.