Privacy Policy

1. Introduction

Level Eleven (“the Club”, “we”, “us”, “our”) is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, store and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

By becoming a member, using our facilities, accessing our services, or otherwise providing your personal information, you acknowledge that you have read and understood this Privacy Policy.

2. The Personal Information We Collect

We may collect personal information including:

• Full name
• Date of birth
• Contact details (email address, phone number, postal address)
• Emergency contact details
• Membership and account information
• Payment and billing details
• Health and fitness information provided in pre-exercise questionnaires
• Club usage and access data (including entry logs and booking history)
• CCTV footage captured on Club premises
• Marketing and communication preferences
• Any other information you voluntarily provide to us

Health and medical information provided in questionnaires or incident reports may be treated as sensitive information and will be handled with additional care.

3. How We Collect Personal Information

We may collect personal information when you:

• Apply for or activate a membership
• Complete membership forms or health questionnaires
• Use our website, mobile applications or booking platforms
• Enter the Club using access systems or security gates
• Book classes, programs or services
• Purchase products or services from us
• Contact us by phone, email, online form or in person
• Interact with our social media channels
• Are recorded on CCTV while on our premises

Where reasonable and practicable, we will collect personal information directly from you.

4. Why We Collect Personal Information

We collect and use personal information for purposes including:

• Managing memberships and member accounts
• Processing payments and administering billing
• Providing access to facilities, classes and services
• Maintaining safety within the Club environment
• Assessing participation risks through health screening
• Communicating operational information, bookings and updates
• Improving our facilities, services and member experience
• Investigating incidents, complaints or breaches of Club rules
• Meeting legal and regulatory obligations

We only collect personal information that is reasonably necessary for these purposes.

5. CCTV and Security Monitoring

CCTV cameras operate in parts of the Club premises for safety and security purposes.

Cameras may be located in areas such as entrances, reception areas, training floors, corridors and other operational areas. Cameras are not installed in private areas such as bathrooms or change rooms.

CCTV footage may be used for:

• Maintaining security and safety
• Investigating incidents or complaints
• Preventing unlawful behaviour
• Assisting law enforcement where required

6. Disclosure of Personal Information

We may disclose your personal information to trusted third parties where reasonably necessary to operate our business, including:

• Payment processors and billing providers
• Membership management or CRM software providers
• IT service providers and system administrators
• Professional advisors such as accountants, lawyers or insurers
• Emergency services or medical personnel if required
• Government or regulatory authorities where required by law

We take reasonable steps to ensure that third parties handle personal information securely and in accordance with applicable privacy obligations.

7. Overseas Disclosure of Personal Information

Some of the service providers we use to manage memberships, payments, communication systems or cloud storage may store or process personal information outside Australia.

Where this occurs, we take reasonable steps to ensure those providers maintain appropriate privacy and security protections consistent with Australian privacy law.

8. Storage and Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Security measures may include:

• Secure digital storage systems
• Password-protected software platforms
• Restricted staff access to member information
• Secure payment processing systems
• Physical security controls within the Club

9. Access and Correction

You may request access to personal information we hold about you and request correction of any information that is inaccurate, incomplete or outdated.

Requests should be made in writing using the contact details provided below.

We will respond to reasonable requests within a reasonable timeframe and may require proof of identity before releasing personal information.

10. Marketing Communications

We may send you information about services, events, promotions or offers that may be relevant to you.

You may opt out of receiving marketing communications at any time by:

• Using the unsubscribe link included in email communications
• Updating your communication preferences in your member account
• Contacting the Club directly

11. Privacy Complaints

If you believe we have breached the Privacy Act or mishandled your personal information, you may submit a complaint in writing via support@lv11.com.au.

We will investigate complaints and aim to respond within a reasonable timeframe.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect operational, legal or regulatory changes.

Where significant changes occur, we will notify members via email, website updates, or in-club notices.

Continued use of our services following notification constitutes acceptance of the updated Privacy Policy.

If you have any questions regarding this Privacy Policy or how your personal information is handled, please contact us.