BSB51215 Diploma of Marketing
BSBMKG501: Identify and evaluate marketing opportunities
Assessment task (3 of 4)
Report - Marketing Opportunities Report
Student name: XXXXXX
Student number: XXXXXX
Assessment number: 32070/03

Getting started
The assessment activities in this booklet are designed to provide evidence that demonstrates your competence in the unit BSBMKG501 Identify and evaluate marketing opportunities.
Assessment submission
When you are ready to submit your assessment, upload the file to OpenSpace using the Assessment Upload links in the relevant study period of your course. The Student Lounge provides a ‘Quick Guide to Uploading Assessments’ if you need further assistance. Uploading assessments to OpenSpace will enable Open Colleges to provide you with the fastest feedback and grading on your assessment. Alternatively, you can print and post your assessment to:
Open Colleges
PO Box 1568
STRAWBERRY HILLS NSW 2012
Please ensure that you use the Open Colleges Assessment Cover Sheet (available in the Student Lounge in OpenSpace). Where assessments are submitted by post, grades and feedback will be released on OpenSpace. Please note that assessments submitted by post may take up to 21 days from the date received by Open Colleges to grade and are reliant on the efficiency of the postal service.
It is important that you keep a copy of all electronic and hardcopy assessments submitted to Open Colleges.
Competency details
This unit describes the skills and knowledge required to identify, evaluate and take advantage of marketing opportunities by analysing market data, distinguishing characteristics of possible markets and assessing viability of changes to operations. It applies to individuals working in a supervisory or management marketing or advertising role within a marketing or advertising team or media organisation.
Grading
To achieve a Pass (PA) grade for this assessment you must, at a minimum, address all the requirements specified in the assessment instructions to demonstrate your competency. To achieve a higher grade such as a Credit (CR), Distinction (DN) or High Distinction (HD), your assessor will be looking for additional details, research, and analysis and referencing, where appropriate. These particulars will demonstrate your in-depth understanding and application beyond the assessment requirements but within the context of the unit being delivered.
See your Student Handbook further information on grading.

Assessment summary
For this unit of competency, you will be required to complete four assessment tasks to be deemed as competent.
1. Multiple Choice Questions
2. Multiple Choice Questions
3. Report – Marketing Opportunities
4. Presentation – PowerPoint, Presentation Plan
It is important to look at the evidence checklists provided in each assessment to ensure that you have completed all the set activities and tasks and submitted all the evidence which has been requested for each assessment before your final submission.
General instructions
The purpose of this assessment to provide you with the opportunity to display the necessary skills and knowledge to:
• identify marketing opportunities
• investigate the marketing opportunities which have been identified
• evaluate operations of the business and the changes needed to incorporate the new marketing opportunities.
Each of the assessments listed above are provided as separate documents and all required evidence for each assessment is to be uploaded into the Assessment Portal on Open Space.
Note: Please submit all assessment components in one file, or with as few attachments and separate documents as possible; i.e. do not include templates or emails in separate documents – place them all in the one document.
Report instructions
For this assessment you will be required to develop a Marketing Opportunities Report which is based on the Coffeeville case study provided below.
Your Marketing Opportunities Report will also incorporate information which has been provided in the attached Appendices, which are directly related to Coffeeville and its operations, as follows:
• Appendix A: General Report format guidelines
• Appendix B: Organisational Chart
• Appendix C: Coffeeville Business Plan (summarised)
• Appendix D: CoffeeVille Procedures
• Appendix E: Key legislation, codes of practice and standards
Using the CoffeeVille case study you are to complete the activities which are listed below.
You will need to conduct research to ensure that the information you are including is current and relevant to the case study.
You may also refer to the learning materials which have been provided, to assist you in completing the relevant activities.
CoffeeVille case study:
CoffeeVille is a Melbourne based café owned by Rufus and Emma Belcastran who are brother and sister. The business began operation in 2009; prides itself on its quality products and service and believes there is a need to be active in their local community.
CoffeeVille provides a range of food and beverages tailored to the breakfast/lunch service times within the busy Melbourne inner-city district.
Coffee products used by CoffeeVille are sourced globally and the organisation also supports communities on a global scale by purchasing quality products which have been bought based on fair trade best practice.
CoffeeVille supports communities in other ways by:
• sourcing local products where possible
• sourcing and using organic ingredients and products wherever they are able to
• tailoring their products to the needs of their customers (such as including both vegetarian and gluten-free products and menu items).
CoffeeVille has developed all the necessary policies, procedures and financial reports to monitor and review all their business practices on a regular basis to ensure the growth of the business by establishing the appropriate market trends to suit their style of café.
Due to the growth of their business, they have employed you as the Marketing Manager for CoffeeVille. Rufus and Emma originally managed this area of the business but have reached a point where they must relinquish this area to someone with the skills and knowledge to develop the products and services they are passionate about and expand the market where possible.
Rufus and Emma have provided you with all the documentation needed (refer Appendices A-E) to gain a clear understanding of all the organisational policies, procedures and financial records. This information will assist you in completing the tasks which Rufus and Emma would like you to undertake as part of your role and have been outlined for you in the activities which follow this case study.
Activity 1: Marketing Opportunities Report
Activity overview: Identifying and investigating marketing opportunities
Rufus and Emma wish to expand on the products they have at CoffeeVille and have requested that you undertake some investigation into the market and identify and determine the possible marketing opportunities for the following two areas:
1. Increase visibility in the market place due to increased competitors in the immediate region.
2. Source a new viable product to be added to CoffeeVille.
Both of these opportunities will need to meet the vision of the business and the emphasis is on the use of best practice to suit the principles which are applied by CoffeeVille and their community focus.
Rufus and Emma have asked you to provide a concise Marketing Opportunities Report identifying the above items, which you will present to them once you have completed all your findings. They have indicated that based on your report, there may be a need to review the CoffeeVille Marketing Plan in the near future.
Activity instructions:
For this activity, you are required to complete a ‘Marketing Opportunities for CoffeeVille’ report, based on the two identified marketing opportunities which meet the request by Rufus and Emma.
Your report is to be formatted using a standard business reporting style such as the format style provided in Appendix A: Presentation Plan Template or similar, from an organisation you currently or previously have worked in.
Your Marketing Opportunities Report must address the following points as a minimum requirement to meet the needs of the business and the task set by Rufus and Emma. (1200-1500 words maximum)
a) Include Title and Contents pages based on the recommended Style Guide.
b) Create an Executive Summary.
c) Write an Introduction which includes the report’s purpose and how it aligns with the vision of the business.
d) Describe the two marketing opportunities you have identified based on the brief provided in the Case study and Activity Overview. Detail how you analysed the market to determine the opportunities you have chosen are appropriate for CoffeeVille and their objectives.
e) Briefly outline how your marketing opportunities meet the legislative requirements, codes of practice and national standards which may have a direct impact on your strategy.
f) Describe the process you undertook to analyse your organisation to assist you in identifying the marketing opportunities. (Refer to Appendices B to E for guidance; detailing the sections of the attached Appendices you reviewed to support the criteria.)
g) Explain why your choice of marketing opportunities is viable by referencing the market information you have used when establishing the two marketing opportunities. This could include:
• market trends and sales figures
• relevant statistics
• evidence of analytical research of promotional methods
• revision of channels of distribution
• impact of level of customer service.
h) What are the external factors you have assessed to determine the viability of your chosen marketing opportunities? This should include:
• costs
• benefits
• risks
• opportunities.
i) Detail how the chosen opportunities will fit with the mission of CoffeeVille and its overall business plan (Appendix C: CoffeeVille Business Plan) and in particular, the areas of:
• sales volume
• growth
• market share
• profitability.
j) Based on the CoffeeVille values, describe one innovative or creative option (one for each opportunity) which you could apply the marketing opportunities having explored and analysed your options.
k) Define and explain the aspects of the marketing mix (i.e. product, price, promotion, place (distribution)).
l) What are the likely resource requirements needed to proceed with your identified marketing opportunities?
m) Explain the marketing principles and how they have been applied in your report.
n) Outline your proposed changes to the current CoffeeVille marketing mix, the effects they may have to the organisation, and the budget impact.
o) In your Conclusion, specify how your identified opportunities will meet the existing customer base and also encourage the new client base growth.
p) Provide a reference Bibliography at the conclusion of your report to confirm your sources of information and research.

Checklist
NOTE: Remember to include all the required evidence for each activity and upload into the Open Space Assessment Portal as one single document.
Activity 1:
Marketing Opportunities for Coffeeville” strategy report – (1200 to 1500 words maximum) 0
Remember to include your bibliography
Note: The field boxes above are a self-checklist. Double click each check box to mark as complete.

Appendices
Appendix A: General Report format guidelines
When you write a report, you will want to make it easy to read and understand. Here are some guidelines to apply to any report you write.
• When writing the format, first write the body of the report and then fill in the details. Make sure you use a font which is clear to read and commonly used like Arial or Times New Roman. Also, make sure you use bold, italics and underline to make the headings and sub-headings stand out.
• Use lists: Whenever you can, help your reader by using lists. Give your lists visual emphasis by bullets.
• Use headings and subheadings: Headings and subheadings guide your reader through the organisation of the report. List them in the Table of Contents. Each section should have a clear topic statement to let the reader know what will be included in the section.
• Title Section: In a short report, this could be the first page bearing the title of the report, author name and date. In the case of long reports, include the Table of Contents, Terms of References and so on.
• Summary/Introduction: As the name suggests, this is the summary of the whole report. This is the section that most of the senior personnel, who do not have enough time to go through the whole report, will read through. Hence, give clear and precise information about the problem/aspect of business that the report is analysing.
• Main Body: This is the heart of the report. Arrange all the information in order of priority so that this section follows a logical sequence. Divide this section further into subsections. Lend greater order to the Main Body using sub-titles within each subsection. A paragraph about the relevance of the findings of the report can also be included in this section.
• Conclusion: Present logical conclusions for the topic investigated in the report. One can also suggest an option for the way forward. In case discussion has not been included in the Main Body, include it in the conclusion. Otherwise, keep this section small.
• Recommendations: Since you have worked on the report, no-one would have a better understanding of the topic than you. There may be a few solutions or actions that you think would be effective in dealing with the topic investigated in the report. Include those solutions in this section. List them in bulleted and numbered lists for easier comprehension.
• Appendix: Although very few people read the Appendix, the information in this section gives support to the arguments used in the report. It is the Appendix where the author includes all the sources and research information in detail.

Appendix B: Organisational Chart
Appendix C: CoffeeVille Business Plan (summarised)
Business plan
From CoffeeVille Business Plan FY 2014/15
Mission
CoffeeVille provides a unique and compelling café experience for the discriminating and socially-aware Melbourne coffee drinker. CoffeeVille:
• provides high quality, fair trade coffee
• provides superior hot and cold gourmet food and beverages
• caters for individual tastes with a range of gluten-free and vegetarian options
• provides a consistently high level of expertise and knowledgeable, fast and friendly service.
Vision
Within five years, CoffeeVille will have established itself as a premier provider of gourmet coffee and food for the ethically and socially-aware Melbourne coffee drinker. CoffeeVille will have expanded to a number of key locations in the Melbourne CBD. CoffeeVille will have established an online presence for wholesale customers.
Values
Our values require that we:
? focus on the customer
? actively encourage excellence, innovation and continuous improvement
? work collaboratively and consultatively with integrity, professionalism and teamwork
? recognise the diversity and expertise of CoffeeVille employees.
Strategic directions
The strategic context in which CoffeeVille will achieve its mission and vision is through:
? engaging with customers using excellent customer service to increase sales volume
? reducing expenditure and achieving financial control over expenses
? supporting innovative thinking, customer service, management and leadership skills through training
? creating a high-performing organisation.
Finances
On start-up in 2009, both partners contributed $150,000 to the business to cover initial costs and ensure cash flow. A loan was also taken for $200,000. CoffeeVille anticipates a profit for the 2014/15 financial year of approximately $230,000. This represents a 15 percent improvement over profit figures for the previous financial year.
Projected sales figures for 2014/2015 are as follows:
Food sales $480,000
Beverage sales $420,000
Catering fees $360,000
Total income $1,260,000
Products and Services
Product/Service Description Price $
Focaccias • Finest gourmet ingredients
• Fair trade ingredients where possible
• Homemade sauces, local organic vegetables, meats and cheeses where possible $9 -10
Salads • Finest gourmet ingredients
• Fair trade ingredients where possible
• Homemade sauces, local organic vegetables, meats and cheeses where possible $8 - 10
Pastries, muffins and cakes • Finest gourmet ingredients
• Fair trade ingredients where possible
• Choice:
o Lactose-free
o Gluten-free
o Vegetarian $4 - 7
Coffee, tea and hot chocolate • Finest gourmet ingredients
• Fair trade ingredients where possible $3 - 6
Milkshakes and iced coffees • Finest gourmet ingredients
• Fair trade ingredients where possible $5
Bottled drinks • Variable selection
• Fair trade ingredients where possible $3 - 4

Marketing
CoffeeVille is a competitively priced, fine coffee and gourmet food supplier. CoffeeVille consumers who appreciate high-quality coffee and food will recognise the value and unique offerings of CoffeeVille.
Ethics
Fair trade ingredients used wherever possible. CoffeeVille is environmentally responsible and uses recycled products where possible. Social and environmental responsibility is a key differentiator of CoffeeVille’s offering.
Selling Position
Uniquely positioned for its target market. Offering a combination of food and beverage quality and service and a social and environmental sustainability.
Anticipated demand
Anticipates 250-300 customers daily, each of which will purchase at least one menu item.
Pricing strategy
Menu pricing is intended to position CoffeeVille as slightly higher priced than its competitors. This pricing strategy is intended to both increase revenue and underpin CoffeeVille’s message of higher quality.
Growth potential
Research indicates a trend towards a more sophisticated café patron. Also raw growth in city population demographics points toward both a growing market and increased potential to attract this market with its unique and compelling value proposition. Breakfast and lunchtime traffic is trending upwards.
Market targets
$105,000 sales target consists:
• 300 cups of coffee daily = $24,000/mth
• 150 focaccias and salads daily = $24000/mth
• 230 pastries and muffins daily = $25,000/mth
• 50 bottles of soft drink daily = $ 2000/mth
• 10 catered lunches/week = $30,000/mth
Operations
All coffee grinds, prepares all coffee and fresh food daily on site. All muffins, breads and pastries delivered daily by suppliers.
Communication Channels
Customers are encouraged to contact CoffeeVille through email, Facebook, phone and SMS. Access to website and contact numbers.
Sustainability
Key component of marketing strategy is to communicate our commitment to the environment and community.
Marketing Budget
Budget expenditure for previous two years and target budgets for 2014/2015.
Expenses
2012/2013 = $ 2013/2014 = $ 2014/2015 = $
Magazine Advertising
mX 6000 7000 10000
Other 2000 2000 3000
Reviews in mX
Press releases 1000 1000 1500
Promotional lunches 1000 1000 1500
Direct Mail
Monthly flyer 5000 5000 7000
Specific campaigns or
promotions 3000 3000 5000
Online presence
Website maintenance and review NIL 3000 5000
Development of online promotional content NIL 3000 5000
Social networking initiatives NIL 3000 5000
Research
Purchased market research 2000 2000 3000
Marketing research carried out by Action Marketing 5000 5000 7000
Marketing research carried out by CoffeeVille 5000 5000 7000
Total 30000 40000 60000

Appendix D: CoffeeVille Procedures
Customer Service Policy
CoffeeVille procedures for serving customers are as follows:
i. All customers should be acknowledged within the first five seconds of entering the sales office. All calls must be answered within three rings. When you are busy with another customer, acknowledgement can be one of the following:
a. a wave and smile
b. saying you’ll be with them soon/placing them on hold.
ii. When free, engage the customer in the following ways, as appropriate:
a. smile
b. make eye contact
c. if you know their name, use it along with the appropriate title, e.g. Mr, Mrs, Miss
d. refer to customers using first names only if requested to do so by the customer
e. if you’ve seen them in the shop before, welcome them back
f. if you’ve not seen them before, introduce yourself by name
g. if the customer doesn’t ask for help, start a conversation with them
h. talk in an energetic manner
i. give them your full attention.
iii. When greeting the customer, ensure you (as relevant):
a. acknowledge customer’s arrival/call
b. greet with a genuine smile
c. maintain eye contact during conversations
d. introduce yourself in a friendly manner
e. recognise repeat customers
f. start a conversation
g. talk with an energetic tone
h. give the customer your full attention.
iv. When identifying the customer’s needs, ensure you:
a. use active listening skills
b. use verbal prompts
c. use paraphrasing
d. use eye contact, when relevant
e. give the customer time to talk
f. ask appropriate questions.
v. Ensure the customer is aware of the CoffeeVille website. If required, help customers to register and use the website:
a. show the customer how to register
b. show the customer how to order
c. show the customer how to provide feedback.
vi. Refer to the office manager for information regarding stock availability and delivery options.
vii. At the end of customer contact, add up the cost of all services. Summarise the package offered and delivery specifications.
viii. To fulfil an order manually, take contact and credit card details and make notes. Refer to:
a. price guarantee
b. product guarantee – refunds or replacement offered for any defect or unsuitability
c. two-week delivery guarantee.
ix. Note any feedback and submit to manager.
CoffeeVille can only succeed with the patronage of customers, and in particular, repeat customers. As a result, taking care of customers is its highest priority – at CoffeeVille, the customer always comes first.
CoffeeVille ensures its commitment to customer service excellence through quarterly monitoring of customer service performance. Results are used for continuous improvement.
Customer complaints
Demanding customers compel us to be our best. If handled properly, resolving complaints satisfactorily is an opportunity to increase customer loyalty.
When faced with a customer complaint:
? listen to the full complaint without interrupting or getting defensive
? follow the CoffeeVille complaints policy
? apologise for the problem and tell the customer you will take care of it
? do everything you can to let the customer know you care and that this is not the kind of experience you want them to have at CoffeeVille.
Telephone courtesy
It is everyone’s responsibility to answer the phone. Always try to answer the phone promptly, within three rings. Always answer in a friendly, polite manner: ‘Good morning/afternoon/evening, welcome to CoffeeVille, how may I help you?’
If you are certain of the answer to the customer’s question, you should respond clearly and politely. If you are uncertain, ask the caller if you may put them on hold for a moment. If there is staff member close by who can provide you with the correct information, return to the call and give the customer the necessary information. If there are no staff members close by that can help promptly, ask the caller for their name and put the caller through to a manager, making sure that you brief the manager on the callers’ name and the nature of their enquiry. Always thank the customer for calling.
Dress code
All CoffeeVille employees are expected to represent the business and dress accordingly. All sales and customer service staff members are required to wear business attire. Clothes should be ironed and neat in appearance. Faded, tattered or torn clothing is unacceptable. Wear closed footwear with rubber soles at all times.
Updated/authorised
02/2014 – John Doe CFO

CoffeeVille Complaints Policy and Procedures
Purpose The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.
Scope The scope of this policy covers the management of customer complaints by employees and contractors of CoffeeVille.
Resources Specific procedures for the implementation of this policy are available below and on the company intranet.
Responsibility Responsibility for the implementation of this policy rests with employees and management of CoffeeVille who are responsible for managing customer complaints.
Relevant legislation etc. Privacy Act 1998 (Clth)
Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Clth)
Occupational Health and Safety Act 2004 (Vic).
Updated/
authorised 02/2012 – John Doe CFO
Complaints procedures
1. Greet the customer courteously and give them your name.
2. Never argue with the customer.
3. Apologise for any product fault or poor service. Be sympathetic. Thank the customer for bringing the complaint to your attention.
4. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions and summarise what they are saying.
5. When you have all the details about the complaint, ask the customer how they would like it to be resolved. Always suggest replacements or credit notes over refunds and discuss product options to suit customer’s needs.
6. Refunds and discounts must be within your authority to offer. Request authorisation from the Sales and Customer Service Manager for amounts above your delegated authority.
7. Offer a 10 percent discount on subsequent orders to maintain customer relationship.
8. Complaints involving damage to other property are covered by our insurance. Help the customer to complete the claims form and ask if the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer Service Manager. Agree a time for the Customer Service Manager to call the customer.
11. At end of complaint, summarise complaint and how you commit to resolving the complaint. Gain customer agreement.
12. Submit notes on complaint to manager to include:
? nature of complaint
? resolution of complaint
? feedback notes.
CoffeeVille Privacy Policy
CoffeeVille is committed to protecting your privacy. It is bound by the national privacy principles contained in the Privacy Act 1988 and all other applicable legislation governing privacy.
Where appropriate, CoffeeVille will handle personal information in accordance with relevant legislation. Our respect for our customers’ privacy is paramount. We have policies and procedures to ensure that all personal information is handled in accordance with national privacy principles.
This privacy policy sets out our policies on the management of personal information – that is, how we collect personal information, the purposes for which we use this information, and to whom this information is disclosed.
1. What is personal information?
Personal information is information or opinions that could identify you. Examples of personal information include your name, address, telephone number and email address, or documents that include such information, like a resume.
2. How does CoffeeVille collect and use your personal information?
CoffeeVille collects personal information when you send a job application to us, for example, or when you email us. These uses are discussed below.
3. What happens if you don’t provide personal information?
Generally, you have no obligation to provide any personal information to us. However, if you choose to withhold personal information, we are unlikely to be able to respond to your application or query.
4. To whom do we disclose personal information?
We engage third party service providers (including related companies of CoffeeVille which may be located outside Australia) to perform functions for CoffeeVille. Such functions include mailing, delivery of purchases, credit card payment authorisation, trend analysis, external audits, market research, promotions and the provision of statistical sales information to industry bodies.
For our service providers to perform these functions, in some circumstances it may be necessary for us to disclose your personal information to those suppliers. Where disclosures take place, we work with these third parties to ensure that all personal information we provide to them is kept secure, is only used to perform the task for which we have engaged them and is handled by them in accordance with the national privacy principles.
5. How do we protect personal information?
At all times, we take great care to ensure your personal information is protected from unauthorised access, use, disclosure or alteration. We endeavor to ensure that our employees are aware of, and comply with, their obligations in relation to the handling of personal information. Only properly authorised employees are permitted to see or use personal information held by CoffeeVille and, even then, only to the extent that is relevant to their roles and responsibilities.
Your personal information will not be sold to any other organisation for that organisation’s unrelated independent use. Further, we will not share your personal information with any organisations, other than those engaged by us to assist us in the provision of our products and services (as described above).
6. What about information you provide in job applications?
If you submit a job application to CoffeeVille, we will use the information provided by you to assess your application. In certain circumstances, CoffeeVille may disclose the information contained in your application to contracted service providers for purposes such as screening, aptitude testing, and medical testing and human resources management activities.
As part of the application process, in certain circumstances, you may be required to complete a pre-employment health questionnaire. You may also be asked to undergo a pre-employment medical assessment. In that case, you will be asked to give specific consent to CoffeeVille to disclose your questionnaire to its service providers for the purposes of arranging the medical assessment and for the relevant service providers to disclose the results of the assessment to CoffeeVille.
If you refuse to provide any of the information requested by CoffeeVille, or to consent to the disclosure of the results of your medical assessment to CoffeeVille, we may be unable to consider your application.
7. What about information you provide in satisfaction surveys?
We value input into customer service. If you submit information or feedback to CoffeeVille we will use the data exclusively to improve customer service. For example, we will not divulge information to third parties except for this purpose. We will not use customer service information to market services to you or parties identified in surveys. Customer information associated with survey and feedback data for verification purposes will be treated in accordance with all relevant legislation such as privacy legislation. Customer information will be securely stored to prevent unauthorised access.
8. Is the personal information we hold accurate?
We endeavour to maintain your personal information as accurately as reasonably possible. However, we rely on the accuracy of personal information as provided to us both directly and indirectly. We encourage you to contact us if the personal information we hold about you is incorrect or to notify us of a change in your personal information.
9. How can you access or correct the personal information we hold about you?
Wherever possible and appropriate, we will let you see the personal information we hold about you and correct if it is wrong. If we do not allow you access to any part of the personal information we hold about you, we will tell you why.
CoffeeVille internet policy
CoffeeVille generally only collects personal information from its website when it is provided voluntarily by you. For example, when you send us an electronic message with a query about CoffeeVille or its products, we will generally use your information to respond to your query, to provide and market our services to you or as otherwise allowed or required by law.
For the same purposes, CoffeeVille may share your information with other members of the CoffeeVille strategic partners (including companies who are located outside Australia) and their respective service providers, agents and contractors. If we do this, we require these parties to protect your information in the same way we do.
When you visit this website or download information from it, our internet service provider (ISP) makes a record of your visit and records the following information:
? your internet address
? your domain name, if applicable
? date and time of your visit to the website.
Our ISP also collects information such as the pages our users access, the documents they download, links from other sites they follow to reach our website, and the type of browser they use. However, this information is anonymous and is only used for statistical and website development purposes.
We use a variety of physical and electronic security measures, including restricting physical access to our offices, firewalls and secure databases to keep personal information secure from unauthorised use, loss or disclosure. However, you should keep in mind that the internet is not a secure environment. If you use the internet to send us any information, including your email address, it is sent at your own risk.
You have a right of access to personal information we hold about you in certain circumstances. If we deny your request for access we will tell you why.
Use of cookies
A cookie is a small message given to your web browser by our web server. The browser stores the message in a text file, and the message is then sent back to the server each time the browser requests a page from the server.
CoffeeVille makes limited use of cookies on this website. Cookies are used to measure usage sessions accurately, to gain a clear picture of which areas of the website attract traffic and to improve the functionality of our website.
When cookies are used on this website, they are used to store information relating to your visit such as a unique identifier, or a value to indicate whether you have seen a web page. We use session (not permanent) cookies. They are used to distinguish your internet browser from the thousands of other browsers. This website will not store personal information such as email addresses or other details in a cookie.
Most internet browsers are set up to accept cookies. If you do not wish to receive cookies, you may be able to change the settings of your browser to refuse all cookies or to notify you each time a cookie is sent to your computer, giving you the choice whether to accept it or not.

Appendix E: Key legislation, codes of practice and standards
Legislation
• Privacy Act 1988
• ‘Do Not Call’ Register Act 2006
• WHS Act 2011
• Competition and Consumer Act 2010
• Age Discrimination Act 2004
• Australian Human Rights Commission Act 1986
• Disability Discrimination Act 1992
• Racial Discrimination Act 1975
• Sex Discrimination Act 1984
• Anti-discrimination Act 1977
• Broadcasting Services Act 1992
• Customs Tariff Act 1995
• Freedom of Information Act 1982
• Insurance Act 1973
• National Food Authority Act 1991
• Racial Discrimination Act 1975
• Sex Discrimination Act 1984
• Competition and Consumer Act 2010
• Trade Practices Act 1974
Codes of Practice
Australian Marketing Institute Code of Professional Conduct
The Code provides detail on the following key areas relating to the sending of
Commercial electronic messages in an email and mobile marketing environment in Australia:
• Obtaining and maintaining consent
• Keeping records of consent
• Obligations in relation to viral marketing campaigns
• Inclusion of accurate information about senders/message authorisers
• Provision and operation of a functional unsubscribe facility
• Sending commercial electronic messages about age sensitive material
• Complaints handling
• The Code also delivers a higher standard of practice than required by the Spam Act 2003.
Source: http://acma.gov.au/webwr/telcomm/industry_codes/codes/australian%20emarketing%20code%20of%20practice.pdf
Australian Direct Marketing Association (ADMA) - ADMA Direct Marketing Code of Practice
The objectives of the Code are to:
• ensure business and consumers have access to the product and service information they need to make informed choices
• minimise the risk of members breaching the Trade Practices Act 1974, Privacy Act 1988 including the National Privacy Principles (NPPs), Spam Act 2003 or State fair trading legislation
• promote a culture among members of conducting their businesses fairly, honestly, ethically and in accordance with best practices
• increase business and consumer confidence in doing business with ADMA members.
Scope of the Code
The Code binds all ADMA members and all employees, agents, subcontractors and suppliers of ADMA Members. Sections D and G of the Code are extended to apply not only to member, but also to fundraisers and charities trying to generate donations.
An alleged breach of the Code by a Member of ADMA, its employees, agents or subcontractors will be dealt with in accordance with the enforcement provisions of the Code.
Source: http://www.adma.com.au/comply/code-of-practice
Free TV Australian Commercial Television Industry Code of Practice
The Commercial Television Code of Practice covers matters prescribed in Section 123 of the Broadcasting Services Act and other matters relating to program content that are of concern to the community including:
• program classifications
• accuracy, fairness and respect for privacy in news and current affairs
• advertising time on television
• placement of commercials and programs promotions
• complaints handling.
The Commercial Television Industry Code of Practice (2010) was registered by the Australian Communications and Media Authority (ACMA) and came into effect from 1 January 2010.
Source: http://www.freetv.com.au/content_common/pg-code-of-practice.seo
Code of Practice Free TV Australian Commercial Television Industry
Objectives
The Code is intended to:
• regulate the content of commercial television in accordance with current community standards
• ensure that viewers are assisted in making informed choices about their own and their children’s television viewing
• provide uniform, speedy and effective procedures for the handling of viewer complaints about matters covered by the Code
• be subject to periodic public review of its relevance and effectiveness.
Source: http://www.freetv.com.au/media/Code_of_Practice/2010_Commercial_Television_Industry_Code_of_Practice.pdf