Privacy Policy
1. Introduction
Coach James ("we", "us", "our") is an Australian-based coaching and professional-development business offering online services through coachjames.co.nz to people and organisations in New Zealand.
This policy explains how we handle personal information in connection with online executive, leadership, Christian executive, career transition and interview coaching, and Ready to Answer™ Online. The New Zealand website does not offer the Ready to Answer™ schools program.
The New Zealand Privacy Act 2020 may apply to our activities in New Zealand, alongside applicable Australian privacy obligations. This notice does not replace any consent or notification required by law.
2. What Personal Information We Collect
We collect personal information reasonably necessary to provide our services and operate our business. Depending on the interaction, this may include:
- Name, email address, telephone number and postal or billing address;
- organisation, role, professional background and career history;
- coaching goals, assessments, questionnaires, session notes and appointment history;
- communications, documents and resources you choose to provide;
- enrolment, course progress, activity, completion and learning-platform records;
- invoices, transaction references and payment status;
- website usage, cookie identifiers, device and analytics information; and
- other information you voluntarily provide during an engagement.
Sensitive information
Coaching may involve personal matters such as wellbeing, health, beliefs or employment circumstances. We ask that you share only what is relevant. Where information is legally classified as sensitive, we collect and handle it in accordance with applicable law, including consent where required.
We do not normally receive or store complete payment card numbers; card details are handled by payment processors such as Stripe.
3. How We Collect Information
We generally collect information directly from you through website enquiry and contact forms, coaching bookings, conversations, CoachAccountable forms and course activities, Google Meet, telephone calls and Amazon Connect, Google Workspace email, payment and course platforms, questionnaires, cookies and website analytics. We may also receive information from a sponsoring organisation or parent/guardian where relevant, and will provide appropriate notice where required.
4. Purposes for Collection and Use
We use personal information to respond to enquiries; assess and deliver coaching, training and courses; administer enrolments, appointments, assessments, progress and completion; provide resources and support; communicate with clients and sponsoring organisations within agreed confidentiality boundaries; process payments; maintain appropriate records; improve service quality and website functionality; manage security; and comply with legal obligations.
We will use or disclose information for another purpose only where authorised by applicable law or with appropriate consent. We do not sell personal information.
5. Marketing Communications
We send newsletters and promotional updates where permitted and provide a clear way to unsubscribe. We comply with relevant requirements including the New Zealand Unsolicited Electronic Messages Act 2007 and applicable Australian spam laws.
Service-related messages such as booking confirmations, receipts, course access and completion notices are not automatically marketing subscriptions.
6. Payments
We use Stripe and, where applicable, other approved payment platforms to process payments. We receive transaction status, billing details and payment references needed to administer the purchase. We do not generally store full card details. Payment providers handle information under their own privacy notices.
7. Service Providers
Depending on the service, we may use Squarespace (hosting and website forms), CoachAccountable (coaching and courses), Stripe (payments), Google Workspace and Google Meet (communications and delivery), Amazon Connect (telephone services), analytics and website security services, email service providers, and other professional IT, storage or administrative providers.
We share only information reasonably required for the relevant services and apply appropriate contractual, technical and organisational safeguards where required. Providers maintain their own privacy notices. Service providers and processing locations may change.
8. Information Handling Outside New Zealand
We operate from Australia, and information submitted through our New Zealand website may be accessed and handled in Australia and processed or stored by service providers in other countries, including the United States. Our online service arrangements necessarily involve cross-border processing.
Where information privacy principle 12 of the New Zealand Privacy Act 2020 applies to disclosure of personal information to an overseas recipient, we will rely on a permitted basis and appropriate safeguards. A service provider processing information solely on our behalf may be treated differently under the Act.
We do not treat visiting the website or accepting services as blanket authorisation for overseas disclosure without the information or safeguards required by law.
9. Coaching Records and Confidentiality
We keep coaching notes and records to support engagement continuity and reasonable business and legal needs. Coaching conversations are treated confidentially, with limited disclosure when authorised by the client, required or permitted by law, necessary for service administration, or needed to address serious safety concerns.
Where an employer or other sponsor funds coaching, the agreed boundaries for reporting will be set out separately. We do not routinely provide private session notes to sponsoring organisations.
10. AI-Assisted Technologies
We may use AI-assisted tools for drafting, administration, summarisation and workflow support, with appropriate human review. We aim to minimise identifiable or sensitive information shared with these tools, review relevant provider settings, and do not knowingly submit client personal information for the purpose of training publicly available AI models.
Where recording, transcription or AI processing of a coaching session is proposed, we will explain the arrangement and obtain any consent required before proceeding.
11. Website Analytics and Cookies
Our websites may use essential cookies, Squarespace functionality, Google Analytics 4, Microsoft Clarity or similar analytics and security technologies to understand website performance and visitor interactions. Some tools may collect page views, device identifiers, interaction data and technical information.
Please see our Cookie Policy and any consent choices displayed on the website for further detail. Browser settings can also limit cookies, although some website features may be affected.
12. Information Security
We use reasonable security measures such as controlled access, protected accounts, secure transmission and reputable service providers to help safeguard information against loss, misuse and unauthorised access, modification or disclosure. No internet or electronic system is completely risk-free.
13. Retention and Deletion
We retain personal information only for as long as reasonably necessary for the purposes described, agreed service or course access, legitimate recordkeeping and applicable legal obligations. When no longer required, we take reasonable steps to delete, destroy or de-identify it, subject to backups and lawful retention requirements.
14. Access and Correction
You may request access to personal information held about you, and correction of information you believe is wrong. Where the New Zealand Privacy Act applies, requests will be considered within the statutory timeframe (generally no later than 20 working days), subject to permitted extensions and exceptions.
You may be able to update selected details in CoachAccountable. Please contact our Privacy Officer for other access or correction requests. We may verify identity before releasing records.
15. Young People and Ready to Answer™ Online
Ready to Answer™ Online is a self-paced interview preparation course that may be used by younger learners. We may collect enrolment details, contact information, progress and completion data, course responses and support communications.
Where appropriate, we involve parents or guardians and explain the relevant collection and use of information. We take reasonable steps to minimise unnecessary personal and sensitive information from learners. The New Zealand website does not deliver or administer the Australian Ready to Answer™ schools program.
16. Notifiable Privacy Breaches
Where the New Zealand Privacy Act 2020 applies, we will assess privacy breaches and notify the Office of the Privacy Commissioner and affected people as soon as practicable if a breach causes, or is likely to cause, serious harm, unless an exception applies. We will also meet applicable Australian notification obligations.
17. Privacy Complaints
Please contact our Privacy Officer first with any privacy concern so we can investigate and respond. If the New Zealand Privacy Act applies and you are dissatisfied, you may make a complaint to the New Zealand Office of the Privacy Commissioner. Australian privacy complaint rights may also apply.
18. Changes to This Policy
We may update this policy as our services, technology or applicable laws change. The current version and effective date will be published on the relevant website.
19. Contact Us
Privacy Officer — Coach James
Australian postal address: P.O. Box 8230
Werrington County NSW 2747
Australia
Email: privacy@coachjames.com.au
New Zealand website: coachjames.co.nz