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Terms of Service

1. About TLScontact

  • 1.1 TLScontact is a authorised by the Australian Department of Home Affairs, to provide biometric collection services.

  • 1.2 It is at the sole discretion of the Department of Home Affairs to approve or deny visas. TLScontact is not competent or responsible for the above-mentioned decisions.
  • 1.3 The information available on this site remains the exclusive property of TLScontact.
  • 1.4 TLScontact endeavours to provide accurate, up-to-date information. However, the information on this site is intended to serve merely as a guide and may not prove exhaustive, particularly on matters relating to current events.
  • 1.5 The Department of Home Affairs takes no responsibility for the accuracy of non-governmental information on this site.
  • 1.6 Only TLScontact is responsible for the information displayed on this site.
  • 1.7 These Terms of Service are a legal agreement between TLScontact and users of this site.

2. Acceptance of Terms

  • 2.1 In order to use the TLScontact service, users must agree to the Terms of Service.

3. Collection of personal information

  • 3.1 Users of the TLScontact service are prompted to provide personal information upon registration. No personal information is collected without the user’s knowledge.

  • 3.2 During the application process users agree to provide accurate information, including notably, but not exhaustively, personal details. TLScontact takes no responsibility for the correctness of the personal information provided.

  • 3.3 Any personal information collected on this site shall be used exclusively for assistance in the processing the user’s visa application.
  • 3.4 Users have the right to modify and rectify personal data provided on this site. To do so, please contact TLScontact by telephone or via the online form of this website.
  • 3.5 The information provided is made available to the Department of Home Affairs upon request.
  • 3.6 During the procedure, personal information may be transferred via TLScontact’s international network for backup saving, and for storage on TLScontact’s backup servers abroad, so as to ensure that the visa application process is secure and avoid any loss of collected data. This type of transfer is performed using a secure protocol and encryption by Secure Sockets Layer (SSL). All saved files, including those stored on TLScontact’s backup servers abroad, are encrypted. They are destroyed after an outlined timeframe in accordance with regulations set forth by the Department of Home Affairs. No copies, in any format, are kept. The applicant’s consent thus relates expressly to the transmission of personal information.

4. Confidentiality and use of personal data from accounts

  • 4.1 Users registering on this site have the sole responsibility for keeping their passwords confidential.
  • 4.2 Users agree to take sole and full responsibility for all use of their accounts.
  • 4.3 If any unauthorised use of accounts or passwords is detected, users are to inform TLScontact immediately through methods provided in the Contact Us section of this site.

5. Anonymity of data

  • 5.1 Any information obtained (physically or electronically) by TLScontact during visa application processing shall be destroyed once the procedure has been completed.

  • 5.2 Information pertaining to applicants who failed to appear at their appointments or who failed to make an appointment after registering on the site shall be completely erased. This occurs after working hours on the date of registration or of the scheduled appointment.

6. Notice

  • 6.1 TLScontact retains no personal information (physically or electronically) pertaining to applicants once the procedure has been completed.

  • 6.2 TLScontact does not sell, market, or transmit applicants’ information to third parties.
  • 6.3 TLScontact reserves the right to make additions or modifications to these “Terms of Service” at any time.
  • 6.4 TLScontact undertakes to ensure the security of users’ personal and private data and to respect local laws and regulations on the protection of personal data. TLScontact enables the Department of Home Affairs to access the personal information collected for the purpose of visa applications.
  • 6.5 Any personal data held by TLScontact are processed and stored in conformity with the European Directive 95/46/EC and Australian law on information technology, files and civil liberties dating from 6 January 1978. TLScontact uses personal data for processing visa applications only and undertakes never to distribute, sell or disseminate such information to third parties. TLScontact offers service users the right to access, modify, rectify and delete their personal data held by TLScontact. To do so, please contact TLScontact by telephone or via the online form of this website.

7. Compliance with the principles of the Information Privacy Principles (IPPs) in the Australian Privacy Act 1988.

  • 7.1 The international principles of “Safe Harbor” are designed to prevent the disclosure of information as well as accidental loss thereof. TLScontact fully subscribes to the principles laid down in Chapter IV of Directive 95/46/EC of the European Parliament and Council, dated 24 October 1995, on the protection of individuals with regard to the processing of personal data and the free movement of such data. TLScontact also comply with the principles of the Information Privacy Principles (IPPs) in the Australian Privacy Act 1988.

  • 7.2 Information to customers: customers are clearly informed that their personal data is being collected and notified as to how the data shall be used. Users are required to accept the TLScontact Terms of Service before creating their account.
  • 7.3 Choice: Users may terminate their visa application at any time, in which case any personal data shall be automatically erased from the databases. Similarly, the applicant’s personal data shall be destroyed upon completion of the application process.
  • 7.4 Security: To avoid any loss of collected information in the case of unforeseeable disasters, data are backed up on different servers on a daily basis. TLScontact’s application and data servers are set up in accordance with regulations of the utmost stringency. Moreover, all data transfers between the user and the server and the duplication of data among all the servers is fully encrypted using an algorithm of 256 bits.
  • 7.5 Transfer recipients: no data is ever passed on to a third party except when requested by the Department of Home Affairs. Your data might be accessed outside of Australia by authorised Department of Home Affairs or TLScontact staff.
  • 7.6 Data integrity: no needless data is collected. Furthermore, the database design, the application development method and the numerous external checks and alerts in place aim to guarantee seamless reliability of data and data integrity.
  • 7.7 Access: Users can access their data at any time via the TLScontact web interface on the internet. By contacting the TLScontact call centre, visa applications can be modified even after they have been submitted.
  • 7.8 Implementation: TLScontact has always taken the protection of its users’ privacy very seriously. Each staff member at TLScontact signs a Code of Conduct which lays down several very strict rules relating to the protection of user privacy.

8. Terms of payment

  • 8.1 “Service Fee” means the visa processing fee and the fees for optional services as outlined on the Application Fee of this site.
  • 8.2 Fees, taxes and charges Payment of the Service Fee is inclusive of any taxes, duties, fees and charges imposed by the local government or imposed by the operators of the payment services used by TLScontact.
    Users must pay card charges and fees charged by issuers of credit or debit cards. Users are advised to contact their card issuer before making payment as to any fees or card charges that users may incur.
  • 8.4 Once payment is made a transaction receipt will be issued by TLScontact. Once biometrics have been collected TLScontact cannot refund the Service Fees. For further information on payment please contact TLScontact by the methods outlined in the Contact Us section of this site.

For further information on these “Terms of Service”, please contact TLScontact in the methods outlined in the Contact Us section of this site.

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