Help! Customer information, how to order etc

Bamboozled by too many books and resources and can't find the one you really want? Having trouble giving us your money?

Then you've come to the right place. Read on, or click one of the headings to your right.

Cars R Us... what car are you today? Card pack and sticker set

You'll find the main navigation buttons along the top of every page (eg. home, training, etc). If you can't find a page using them, try going back to the home page and looking down the left-hand side.

If you're looking for a product then try our search page... we think it rivals Google as a super-dooper search engine (no, of ccurse we don't, but we're improving it all the time).

If you just want to converse with a real person, try contacting us directly.

order by post | order by phone

print these instructions | download order form PDF

... how to order online or by fax

1. Decide which product(s) you would like to purchase.

2. If you wish to order more than one copy of the product, change the number in the 'Qty' box.

4. Continue shopping or click on VIEW CART (up the top right of every page).

5. You will be asked to login if you are an existing customer, or to enter your details if you are a new customer. Please note: if you are a USA customer your order will be displayed in US dollars. All other orders will be shown in Australian Dollars.

6. When you have successfully logged in or entered your details, the page will display the current contents of your shopping cart.

7. If necessary, edit the contents of your cart. To delete a product, click on the digit under 'Qty'. A new page will display and you can change the quantity to '0'. Press ENTER and the page will re-display confirming the change.

9. You can also edit your details if necessary by clicking on the EDIT YOUR DETAILS link.

10. Once you have made any changes, you may wish to print this page before you pay online. This will be your record of your order until your goods arrive with a full invoice. Once you select the ONLINE PAYMENT option you cannot return to this page.

11. Choose your payment method by clicking on PRINT ORDER AND FAX or PAY ONLINE.

> If you choose to send your order by fax, your order will be displayed with spaces to enter your payment details. You can enter your details using the keyboard and click PRINT, or you can click PRINT and enter your details by hand. You will then need to fax the printed page of your order to us. Fax (03) 5442 0555 (from within Australia) and +61 3 5442 0555 from elsewhere.

> If you choose to pay online you will be directed to the Bendigo Bank's Secure Payment Gateway. (If you are a US customer you will be directed to our secure PayPal payment system in US dollars). Select whether you wish to pay by Mastercard or Visa. You will then by asked to enter your credit card details. Please note that no record of your card number is sent to Innovative Resources, it is all handled by Bendigo Bank's secure site. Click on the PAY icon to submit your payment.

12. If you have elected to pay online, you will be sent an email confirming that you have made a purchase and your goods and an invoice will be sent in the mail to your address (so make sure you provide a valid email address please!).

> to order by POST

If you would like to post your order to us, follow the instructions for faxing your order to us, but send (rather than fax) your order to:

St Luke's Innovative Resources, 137 McCrae St Bendigo VIC 3550 Australia

TIP: if you'd like to keep a copy of our blank order form, right click here (ORDER FORM) and choose 'save target as...'

> to order by PHONE

Innovative Resources is also happy to accept orders by phone. If you would like to phone your order to us, please ring us on: (03) 5442 0500 (from within Australia) and +61 3 5442 0500 from elsewhere.

We would appreciate it if you could have a list of the items you wish to order ready when you phone us. Our staff would particularly appreciate if you could provide both the title and the catalogue number of the products you wish to order.

Give us a ring on (03) 5442 0500 or send an email to info@innovativeresources.org

< print these instructions >

Keep reading for our Returns Policy and our Privacy Policy and general customer information or go to the top of this page.

If you are not completely satisfied with any item purchased from Innovative Resources you may return it in a saleable condition within 30 days of the invoice date. We will promptly refund the cost of the materials returned. When returning items please include a copy of the invoice. Shipping and handling costs are not refundable. Defective items will be replaced or the purchase price (including shipping and handling) refunded.

General information and ABN
Cost and currency
Freight and handling
Delivery
Payment security
Applicable law
Copyright
Trademarks
Disclaimer
Viruses
Privacy
Complaint handing and dispute resolution

General Information and ABN

Business Name: St Luke's Innovative Resources

(St Luke's Anglicare trading as St Luke's Innovative Resources)

Cost and currency

All goods and services purchased within Australia attract the Australian Federal Government Goods and Services Tax (GST) of 10%. Purchases outside of Australia are exempt from GST. The prices shown for products and postage and handling include GST where applicable, and the total GST paid is shown in the Tax Invoice. All monetary values shown on this site are Australian Dollars (AUD).

Freight and handling

Postage and packaging costs:

Orders from within Australia – add 15% of subtotal value. Min $5, max $30.

Orders from NZ and Asia – add 20%. Min $5, no max.

Orders from USA/Canada – add 25%. Min $5, no max.

Orders from Europe (incl. UK) – add 30%. Min $5, no max.

The delivery costs for your order are calculated and displayed when you check out. To ensure accurate delivery costs, please select your country on the checkout page. Every effort is made to process and despatch orders within two working days of your purchase..

Payment security

In order to protect your information we use 128-bit Secure Socket Layer data encryption method designed to secure the most sensitive information, when it is transported across the Internet. This encryption ensures that no outside party is able to decrypt your information.

This site is owned and maintained by St Luke's Anglicare in the State of Victoria, Australia. These terms and conditions shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. State and Federal Courts located in Victoria shall have exclusive jurisdiction to hear and determine any action at law or in equity arising out of or relating to these terms and conditions.

This site and its contents are subject to copyright. The copyright is owned by St Luke's Anglicare (trading as St Luke's Innovative Resources) - ABN: 99 087 209 729, or in the case of some material, a third party.

You may view this site and its contents using your web browser and electronically copy and print hard copies of parts of this site solely for personal, non-commercial use. Any other use, including the reproduction, modification, distribution, transmission, republication, display or performance, of the content of this site is strictly prohibited.

This site may include registered trademarks, and other trademarks that are otherwise protected by law. Except as expressly authorised, the use or misuse of any of these trademarks is strictly prohibited.

The information contained on this website is provided by St Luke's Innovative Resources in good faith. The information is believed to be accurate and current at the date the information was placed on this website. Every effort is made to ensure that the material on this site is accurate and up to date. However, St Luke's does not guarantee or warrant the accuracy, completeness or currency of the information provided.

Neither St Luke's Innovative Resources, nor its affiliates, directors, officers, employees, agents, contractors, successors or assigns will be liable for any damages whatsoever arising out of, or in any way related to, the use of this site and any other site linked to this site. This limitation applies to direct, indirect, consequential, special, punitive or other damages you or others may suffer, as well as damages for loss of profits, business interruption or the loss of data or information.

St Luke's Innovative Resources cannot guarantee that any file or program available for download and/or execution from or via this site is free from viruses or other conditions which could damage or interfere with data, hardware or software with which it might be used. You assume all risk of use of all programs and files on this site, and you release St Luke's Innovative Resources entirely of all responsibility for any consequences of its use.

Definitions
Personal Information
Sensitive Information
Control and Collection of Personal Information
What personal information is collected and how do we use it
Personal Information we may collect from our websites
Disclosure of your personal information
Consistency and accuracy of your personal information
You have the right of access to your personal information
Security of your Personal Information
Children and Minors
Additional information about privacy
How to contact us

St Luke's Innovative Resources is committed to providing you, our valued customer with the highest possible customer service standards. Privacy is a major concern to our customers, and we address this concern seriously.

The following document outlines important information concerning the privacy protection we provide with regard to your personal information. As this document relates specifically to the use of our website, we recommend you read the document carefully and check regularly for updates to this document.

Definitions:
Personal Information -

Personal information is information or an opinion (including information or an opinion forming part of a database) whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion. This includes all personal information regardless of its source.

Personal information relates to a natural living person. A natural person is a human being rather than, for example, a company, which may in some circumstances be recognised as a legal 'person' under the law.

Sensitive Information -

Sensitive information is a subset of personal information. It means information or opinion about an individual's racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual preferences or practices, criminal record or health information about an individual.

Control and Collection of Personal Information:

Primarily, St Luke's Innovative Resources collects data, however a duly appointed reseller of St Luke's Innovative Resources may initially collect account details.

All collected information described in this document is controlled by St Luke's Innovative Resources.

What personal information is collected and how do we use it:

There are numerous ways that St Luke's Innovative Resources collects personal information. These can include:

Via direct methods such as you completing information an order form, via telephone or fax, or by entering information via our online shopping system. This collection generally relates to the purchase of product, but can also apply to additional services.
We can source information from third parties such as related companies, your representatives or from a credit-reporting agency.
From publicly available information sources
From any organisations listed under "Disclosure of your personal information"

St Luke's Innovative Resources may use your personal information in a number of ways.

This includes, but is not limited to:

Allow us to identify you.
Provide you with any product/service you have requested.
Inform you of new services and products
Research purposes to allow us to properly provision our products and services
From time to time, St Luke's Innovative Resources may offer you promotional and marketing material.

Whilst we provide the opportunity for all customers to accept or refuse such material, it may be impractical to obtain prior consent from you. We will give you the opportunity to be removed from any further communications in the context of any such message.

You may wish to notify us in advance of your wish to not receive account or product/service offerings such as the abovementioned. If this is the case, please notify us.

Personal Information we may collect from our websites:

As part of ongoing statistical, marketing, administrative and security analysis, we may collect information regarding a visit to one of our websites.

The date and time you accessed the site
The IP address you were using at the time
Your path through the site (which pages you accessed)
How long you spent on each page you visited
Whether you were referred (via a hyperlink) to our website
Where you went to from our website
The type of web browser and operating system you use
Any errors encountered or problems that have occurred

Disclosure of your personal information:

As outlined in the aforementioned "What personal information is collected and how do we use it", St Luke's Innovative Resources may disclose your personal information to specific third parties. When such disclosures are made, they are subject to all privacy and confidentiality protections.

Some of the organisations we may disclose information to:

Upstream service providers
Outsourced debt-recovery companies
Your duly appointed representatives (either an appointed agent or legal agent)
Any professional advisory services we use, including our legal advisors, auditors or accountants
Any government and regulatory body or authority, as mandated or otherwise authorised by law
Credit-reporting and fraud-checking agencies
Credit providers for credit related purposes such as creditworthiness, credit rating, credit provision and financing
Our related companies

Consistency and accuracy of your personal information:

Whilst St Luke's Innovative Resources takes all reasonable steps to ensure that your personal information is complete and up-to-date, as well as being consistent across all services you may have with us, we require you to keep us up to date on any changes to your personal information.

To assist us in this matter you should:
> Inform us of any errors or omissions you find or are aware of such as your name, address or contact numbers.
> Let us know if you change any of personal details, such as moving house, changing your name or changing your contact details.

St Luke's Innovative Resources provides customers with multiple means for updating and correcting information. To request changes to your account, please notify us.

You have the right of access to your personal information:

By law, you have the right to access your personal information, except where:

The request is frivolous or vexatious requests
Existing or anticipated legal dispute resolution proceedings are underway and where discovery would not grant access to the personal information
Access would prejudice negotiations
Access would be unlawful
Denial of access is required or authorised by law
If you believe that information we have about you may be inaccurate or out-of-date, please let us know immediately so that we can update the information accordingly.

Security of your Personal Information:

St Luke's Innovative Resources takes security very seriously and will take all reasonable precautions to ensure that any and all data collected is up-to-date and in a secure environment where only authorised persons can access the data.

St Luke's Innovative Resources cannot guarantee the security of any transmission via the Internet and as such cannot be held responsible for any unauthorised access of your personal information delivered to you, or received from you via the Internet.

Account payment details such as credit card numbers should not be emailed or transmitted other than through our secure server payment options. These servers use the highest available encryption methods to protect the transmission of sensitive information.

Children and Minors:

The Privacy Act does not specify an age after which individuals can make their own privacy decisions. Determining the decision-making capabilities of a young person can be a complex matter, often raising other ethical and legal issues.

With this in mind, St Luke's Innovative Resources strongly recommends that children and minors be supervised while using the Internet in general.

Additional information about privacy:

Additional information regarding the privacy act and the National Privacy Principles (NPP) can be sourced from the Australian Federal Privacy Commissioner's website at: www.privacy.gov.au

Complaint handing and dispute resolution

We are committed to providing our customers complete satisfaction. If you are not satisfied with any level of service that you have been provided please call us on 03 5442 0500 (+61 3 5442 0500 from outside Australia) or email us at info@innovativeresources.org.

We welcome feedback of any kind. If you'd like to say something specifically about our website, please contact Step Forbes. If you'd like to make a general enquiry or suggestion, or give us some criticism or praise, send an email to info@innovativeresources.org.


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