This Privacy and Credit Reporting Policy applies to Aussie Broadband Limited (ACN 132 090 192) and its subsidiaries and businesses including Over the Wire, Netsip, Digital Sense, Comlinx, Sanity, Access Digital Networks, Faktortel, VPN Solutions and Telarus (Aussie, us, we or our).
This Privacy and Credit Reporting Policy explains how we are committed to collecting, using, disclosing, storing, handling and protecting your personal information under the applicable privacy laws.
This Privacy and Credit Reporting Policy applies to all personal information collected through our interactions with you, including through our websites, apps (including the MyAussie app), platforms, social media, telephone or emails.
Aussie Broadband Limited (ACN 132 090 192) and its subsidiaries and businesses provide telecommunications services and IT solutions to both residential customers and businesses of all sizes, including wholesale. This includes internet, phone services, mobile services, business hardware, managed networks, managed security and managed cloud services.
In this Privacy and Credit Reporting Policy, 'personal information' has the meaning set out in applicable privacy laws, including the Privacy Act 1988 (Cth) (as amended or updated from time to time) (Privacy Act). In general terms, personal information is information (whether fact or opinion) about an individual who is identified or reasonably identifiable that information or other information combined in with that information.
The types of personal information we collect about you will depend on the purpose for which the personal information is collected, including the types of products or services you buy from us, how you use them and our general relationship with you. This can include, in the case of:
In some circumstances we may ask you to provide us with personal information about other individuals, such as family members or authorised representatives. We need you to obtain the consent of those individuals and provide them with a copy of this Privacy and Credit Reporting Policy before providing their personal information to us.
Telecommunications Data has the meaning given in section 276(1) of the Telecommunications Act 1997 (Cth) (as amended or updated from time to time). Depending upon the Services you buy from us, we may also collect Telecommunications Data about you including:
We may also collect limited sensitive information about you, for example, your criminal history (if applicable for fraud screening purposes), or where we use biometric information (fingerprints or voice recognition) to identify you, or if we are required to collect health information to provide you with a specific product or service. We will obtain your consent before we collect and use sensitive personal information about you, unless otherwise required or permitted by law.
We collect your personal information directly from you and when you use your services, including when you:
We may also collect personal information about you from sources other than you such as through:
We use the following technologies to collect technical information and general analytics:
You may disable your web browser from accepting cookies and other tracking technologies used to collect technical information and general analytics when browsing our Website. If you do so, you can still access our Website, but it may impact your user experience.
In addition to Aussie's cookies, certain third parties may deliver cookies to your device for a variety of reasons. For example, we sometimes use various web analytics tools that help us understand how visitors engage with our websites, including for example, Google Analytics or Google Signals.
You may opt out of targeted advertising from these companies by using the suggested links below:
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal.
If you contact us to make a general enquiry about us or our business, you do not have to identify yourself or provide any personal information. Alternatively, you can also notify us that you wish to deal with us using a pseudonym.
If we cannot collect personal information about you or if you use a pseudonym, we may not be able to provide you with the products, services or information you require. For example, we will not be able to send you information you have requested if you have not provided us with a valid email address or telephone number. If you do not provide us with relevant billing and payment information, we will not be able to provide services to you.
We use your personal information for purposes collected, including for the purposes of:
We also use your personal information to create aggregated or de-identified information so that we can serve you better, personalise your experience or enhance the services that we offer to you.
We use technical information and data analytics for the purpose of gauging visitor traffic and trends, and delivering personalised content to you while you are on our websites, and to improve our services.
We would like to be able to send you direct marketing communications (through mail, SMS or email) to update you on changes to our products and services that may be of interest to you, and where we have any offers, promotions or discounts available. We may use your personal information to do so, including to market and promote our products, services and special offers.
However, we will not send you direct marketing communications where you have told us that you do not want to receive these communications. You have the right to opt out of receiving any and all marketing communications from us at any time, by contacting us on the details below, or by using the specific opt-out facilities provided in the relevant direct marketing communication. If you use our online MyAussie account management portal, you can also directly view and modify your direct marketing preferences via the MyAussie app settings.
You cannot opt out of receiving operational emails (e.g., network outages, invoices or emergencies). However, you can set SMS notification times in your MyAussie portal to either receive operational notifications 24/7 or just between 9am and 9pm.
You can opt out by:
We may need to share your personal information with third parties in connection with the purposes described in this Privacy and Credit Reporting Policy. This may include disclosing your personal information to the following types of third parties:
We may also disclose your personal information to third parties where:
We may disclose your personal information to organisations located outside Australia, including suppliers who may provide products or services connected with our business.
We use service providers located in New Zealand, the United States (including in California), Singapore, Malaysia, India and the Philippines, which are each subject to laws that apply to the protection of personal information in their respective locations.
We will take reasonable steps to ensure that any overseas recipient of your personal information handles the information in a manner consistent with applicable Australian privacy laws. For more details about any specific transfer of your personal information, please contact us using the details provided in the 'How to contact us’ section below.
We store your personal information using electronic record keeping methods and secure databases. We may combine or link personal information we hold about you with other personal information about you from third party sources and use this internally, for example for data analytics, to identify trends and opportunities.
We implement measures to protect and safeguard your personal information from misuse, loss, theft and unauthorised access, modification or disclosure. We maintain physical security over paper and electronic data stores, such as through security systems at our premises. We also maintain various computer and network security, for example, we use firewalls (security measures for the internet) and other industry standard security systems such as user identifiers and passwords to control access to our computer systems.
Please notify us immediately if you know or reasonably suspect that your personal information has been subject to any data breach, breach of security or other unauthorised activity. If you have any questions about security of information, please refer to our 'How to Contact Us' section below.
We may collect information about you from and disclose your personal information to organisations whose business involves handling personal information in order to provide another entity with information about the credit worthiness of an individual (Credit Reporting Bodies) in connection with your application for Services, or other dealings with us. Those Credit Reporting Bodies may then include that information in reports that they provide to other credit providers to assist in assessing your credit worthiness. For example, if you fail to meet your payment obligations to us, or if you commit a serious credit infringement in relation to credit for our Services, we may be entitled to disclose this information to Credit Reporting Bodies. We may collect information about your credit worthiness or to establish your eligibility for consumer credit from a Credit Reporting Body.
We hold credit and credit eligibility information in the same manner that we hold personal information.
The types of credit and credit eligibility information that we may collect, maintain or disclose includes:
We may use or disclose information about your credit to:
You have a right to make a request to Credit Reporting Bodies to not use credit reporting information about you for pre-screening of direct marketing by a credit provider. You can also request Credit Reporting Bodies to not use or disclose credit reporting information about you if you have reason to believe you are a victim of fraud.
The Credit Reporting Body that we use is:
A Credit Reporting Body is required to have a policy which explains how they will manage your credit related personal information. You can view the credit policy for Equifax at www.equifax.com.au/credit-reporting-policy provided at their website above.
You may request access to any personal information we hold about you at any time by contacting us on the details set out in the 'How to Contact Us' section below. We will provide access to that information in accordance with the Privacy Act, subject to any exemptions that may apply. We may charge an administration fee in limited circumstances, but we will let you know in advance if that is the case.
If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may also request us to correct and amend it by contacting us on the details set out in the 'How to Contact Us' section below. Where we agree that the information needs to be corrected, we will update it. If we do not agree, you can request that we make a record of your correction request with the relevant information.
You can also ask us to notify any third parties to whom we provided incorrect information about the correction. We’ll try and help where we can - if we can’t, then we’ll let you know.
If you use our online MyAussie account management portal, you will be able to directly view and modify your personal information via the settings.
If you have any questions in relation to this Privacy and Credit Reporting Policy, our management or handling of your personal information or if you would like a hardcopy of this Privacy and Credit Reporting Policy or of the credit eligibility information that we hold about you, you may contact us by:
You can also contact us on the details above if you wish to lodge a complaint or obtain a copy of our complaints handling process. We will acknowledge receipt promptly (within 7 days where it relates to a credit reporting issue) and will aim to investigate and respond to you within 30 days of receipt of your complaint, in accordance with our complaints handling process (or earlier, if required by law).
If we need more time, we will notify you about the reasons for the delay and provide a new estimated timeframe. If your complaint relates to our handling of your personal information or a privacy issue, please refer to our 'How to Contact Us' section above so that we can seek to resolve the complaint for you in the first instance. If we cannot resolve it to your satisfaction, you may contact the Australian Information and Privacy Commissioner at any time, whose contact details are set out below:
If your complaint relates to telecommunications data handling or other matter relating to the provision of telecommunications services, you can also contact the Telecommunications Industry Ombudsman, as appropriate.
We may change or update this Privacy and Credit Reporting Policy from time to time to keep up to date with legal requirements and the way we operate our business. An up-to-date version of this Privacy and Credit Reporting Policy is available at any time on this Website. You are responsible for reviewing this Privacy and Credit Reporting Policy periodically and informing yourself of any changes. We suggest that you check back regularly. If we make significant changes to our Privacy and Credit Reporting Policy, we will seek to inform you by notice on our website or by email.
This Privacy and Credit Reporting Policy was last updated in December 2023.