Mitre 10 Privacy Statement

Trust means a lot to us at Mitre 10. Generations of Kiwi have shopped at and trusted Mitre 10 and we want that to continue into the future. We’re committed to treating personal information with care and respect.

This Privacy Statement (also referred to as our privacy policy) relates to Mitre 10 (New Zealand) Limited (“Mitre 10 NZ”) and to Mitre 10 stores, which are owned and operated by local Mitre 10 store owners (“our stores”) (collectively referred to as “Mitre 10”, “we” or “us”).

This Privacy Statement explains how Mitre 10 collects, stores, uses and discloses personal information about its customers and suppliers. All of our stores strive to take a consistent approach to privacy practice but may occasionally handle personal information differently. Our stores will tell you before collecting, using or disclosing personal information in ways not covered by this policy.

Information we collect from you

Most of the personal information we collect about you is provided by you directly during your interactions with us at our stores or on our website, www.mitre10.co.nz, including when you shop with us, become a member of our loyalty programmes or other loyalty programmes we’re a part of.

We always take care to ensure that we only collect personal information needed to provide our services and help run our business. The types of personal information we may collect include:

• Contact and identification information – for example, your name, gender, date of birth, address, telephone number, email address and signature.
• General interest information, such as your DIY preferences and capabilities.
• Loyalty programme information, such as your Koru number (for more detail on this see below).
• Account and payment method information, which may include bank account and credit card details, tokenised payment credentials, and for credit account customers, information about your credit history.
• Purchase information, such as specific products or services purchased, dates of purchase and any returns. This includes if you engage or seek a quotation for a product and/or service from a third party that we use to provide that product and/or service to you.
• Video and audio footage or still images, where our stores operate video surveillance systems or staff use body worn cameras (wherever you see video surveillance systems and/or a sign notifying you “CCTV IN OPERATION” or “Body Worn Cameras in operation” or similar, including in-store and in our carparks).
• The number plate of the vehicle you have used to visit our store, including if that store uses an automatic number plate recognition (ANPR) system.
• Social contact information, including any communications via social media, complaints, feedback and other contact you have with us.
• Contact and similar information if you are a supplier or service provider, in connection with the supply of products and services by your business to Mitre 10.
• Digital information, such as cookies, pixels, software versions used, device identifiers (like IP address), location data (where available and not disabled by the user), dates, times, file metadata, referring website, data entered, and user activity such as links clicked, page visits, app installations, app launches, viewing items and content pages, adding items to a basket, adding items to a wish list and making purchases.
• Information you choose to provide in connection with interactive, creative or digital tools we make available to you including any related content or materials you submit when using those tools.

Information we collect from others

In certain circumstances, we may also collect personal information about you from third parties.

We’ll only do this if you’ve been told first, where permitted by law or where you have authorised another agency to share that information. It is important that you read the privacy policies for all agencies you deal with, as you may be permitting the sharing of personal information with us when using those services.

In particular, we may collect personal information about you in the following ways:

• The Mitre 10 store network where personal information needs to be shared between our stores and Mitre 10 NZ. This information is only shared where permitted by law and/or where necessary to meet the purposes set out in this privacy policy.
• Koru Programme – We are proud to participate in the Air New Zealand Koru programme. If you’re an Koru member, we may collect personal information about you from Air New Zealand and other Koru partners. This may include information about your purchases from other partners and more general information about your preferences and purchasing habits.
• Publicly available sources -  including from agencies such as the Companies Office, NZBN Register, internet search platforms and social media platforms, such as Facebook and Linkedin.
• Credit reporters – If you apply for a SmartMate trade account or other account with us, we may collect credit information about you with your consent. This information helps us to assess your application for credit.
• Your employer or trading partner, if you are using their SmartMate trade account as an authorised person. If you are the account applicant/holder and provide us with personal information about someone else (for example, your employees or contractors), you must ensure you have that person’s permission to disclose the information to us and make sure they are aware of the matters set out in this policy.
• Anyone sharing information with us to help us manage loss prevention, retail crime and public safety. This may include other retailers and law enforcement agencies via the ‘Auror’ platform or other means. We provide further information about this in the safety and crime prevention information sharing section below.

How we use personal information

We primarily use the personal information we collect about you to ensure that you receive the best products and services from us. We want to add value to your customer experience, and your personal information helps us to make sure we get this right.

How we share personal information

Sometimes, we need to disclose personal information to third parties in order to carry on our business.

As noted above, Mitre 10 NZ and our stores may share personal information from time to time where permitted by law and/or as otherwise set out in this privacy policy.

We may also disclose your personal information to:

• Trusted third parties involved in providing products and services to you, such as product suppliers, couriers, tradespeople and installers.
• Our trusted service providers, who provide other administrative and operational services to us in connection with our business, such as IT service providers, advertising agencies and payment processors.
• Third party platforms who serve advertising or content (including personalised advertising) based on your personal information or preferences (including social media platforms such as Facebook).
• Air New Zealand and other Koru partners, to meet the Koru programme purposes set out above. Please see Privacy Centre | Air New Zealand for information about how Air New Zealand manages personal information including anything you may need regarding opting out of offers or questions about security, access or correction.
• Debt collection agencies or credit reporters as part of the account set up and debt recovery process.
• The Mitre 10 network, and other retailers, where we reasonably believe it is necessary in order to protect staff, customers or property or to assist other businesses to do the same. This sharing may take place via the ‘Auror’ platform.
• Our professional advisers, where required to enable any such adviser to provide services to us.
• Insurance companies to facilitate insurance claims.
• Other persons disclosed to you at the time the relevant personal information is collected.

Safety and crime prevention information sharing

If we reasonably suspect you of committing a crime or anti-social behaviour on our premises, your personal information (which may include CCTV or body worn camera footage, number plate details, name, contact details (if we have these), details of the suspected crime or anti-social behaviour) may be shared with the police, including through the Auror reporting platform.

In addition, for the purpose of safety and crime prevention, from time to time we enter into agreements with other retailers whereby we each can access information the other has reported in the Auror platform. Relevant contact details for Auror and for retailers we currently have information sharing Agreements in place with are as follows:

• Auror - [email protected]
• Foodstuffs South Island - [email protected]
• The Warehouse Group - [email protected]

Opting out of offers

From time to time, we will send you offers of products and services because we want to make sure you’re getting the best out of us.

But, we know that sometimes you might not want to hear from us in this way. We respect that. You can opt out of receiving offers from us at any time. To do so, sign in to www.mitre10.co.nz and change your preferences or use the unsubscribe function in our promotional emails. For offers from your local Mitre 10 store, please contact them in-store.

How we keep your personal information secure

The personal information we collect about you is held by Mitre 10 NZ, our stores and by our trusted data storage providers (which may include storage in ‘cloud’ facilities).

We take all reasonable steps to ensure that the personal information we hold is protected against loss, unauthorised use, access or disclosure and any other misuse, and we require our trusted service providers to do the same, even where they may store or process personal information overseas. However, please note that whilst we take appropriate technical and organisational measures to safeguard the personal information that you provide to us, no electronic transmission or storage can ever be guaranteed secure.

Where our stores operate CCTV, ANPR or Body Worn Camera systems, they ensure that access to this footage is limited to staff who have a legitimate purpose to view and use it.

We retain your personal information only for as long as we need it and we destroy the information we no longer need in a secure manner. CCTV and Body Worn Camera footage and ANPR details are automatically deleted on a regular cycle, though in some cases it may be retained for longer where necessary to investigate an incident or assist the police to investigate an offence.

Your rights to access or correct your personal information

You have the right to request a copy of any personal information Mitre 10 holds about you, or to ask us to correct it if you believe it is inaccurate.

To make a request about your personal information, email us at [email protected] or write to us at Privacy Officer, Mitre 10 (New Zealand) Ltd, Private Bag 102925, North Shore, Auckland 0745.

If you believe that your local store holds personal information about you – such as CCTV footage or Body Worn Camera recordings – then you can contact your local store to request it.

Links to other websites

Our website may contain links to other websites for your convenience and information. These websites may be operated by businesses not affiliated with us. Linked websites may have their own privacy statement, which we suggest you review if you visit them.

We are not responsible for the content of any websites that we do not control, any use of those websites or the privacy practices of those businesses.

Cookies and Third Parties

We want our advertising and information on our websites and related services to be relevant and useful to you.

Our website uses cookies, local storage, and similar technologies to collect and store information about how you interact with our site. Cookies are small data files which may include an anonymous unique identifier. These technologies help us recognise repeat users, understand how our website is used, and improve content, functionality, and overall experience.

We may combine information collected through these technologies with other information you provide to us, including but not limited to, when you browse, create an account, log in, or make a purchase so we can provide a more consistent and personalised experience. This helps us build a more complete understanding of your interactions with us so we can provide more relevant content, recommendations, search results, and services. This may include linking information from different sessions or services where you interact with us.

Cookies are also important for enabling core functionality, such as protecting your information when you log in and providing a secure and consistent experience. If you choose not to allow cookies, some parts of our website may not function as intended.

You can manage your cookie preferences through your browser settings or in the other platforms or applications themselves. This is usually found in their accounts or ad centre settings.

We also work with trusted analytics and advertising partners to understand how our services are used and to show you relevant content on our website and advertising on other platforms. This may involve sharing information about your interactions with our site and using that information to tailor advertising you see elsewhere.

Possible breaches

In the unlikely event that you become aware of a potential data breach involving Mitre 10, please let us know so we can fix it as quickly as possible. Please contact our Privacy Officer by emailing [email protected].

Any further questions or complaints

Where we have refused a request for access to, or correction of, personal information or where you have any other concerns about the way we have handled your personal information, you have the right to make a complaint.

In the first instance, please let us know about your concerns by contacting our national Privacy Officer using the contact details set out above. We’ll do everything we can to put the matter right, but if we can’t resolve your complaint for you, then you have the right to make a complaint to the Office of the Privacy Commissioner by:

• Completing an online complaint form at www.privacy.org.nz; or
• Writing to the Office of the Privacy Commissioner, PO Box 10-094, The Terrace, Wellington 6143.

Updates to our Privacy Statement

From time to time we may update this Privacy Statement, to reflect changes to our business, products or services or changes to the Privacy Act. We’ll update the Privacy Statement on our website, but may not otherwise notify our customers of a change, so please make sure you review it periodically to ensure you’re up to date with our privacy practices.

Last updated: April 2026