Protecting your personal privacy is a key part of how we deliver exceptional customer service. Whether your business with us includes Home or Business phone and internet bundles, Smart Office PBX Phone system, or home or office automation, we understand that your primary concern is that you receive a service from people that you can trust.
The only information we collect from our customers is information that will help us provide you with the products or services that you have chosen from aconnect, and to make sure that those products and services are the best possible for your home or business.
We may also collect information in order to:
We collect personal information about all of our customers. This information includes:
Most of the personal information listed above will come straight from you when you fill out a form online, or talk to a member of our team when making an order or enquiry online. You can choose not to provide personal information to us, however, it may mean that we will be unable to provide the product or service you were expecting.
When you are an active aconnect customer. we may also collect personal information about you when you pay your bill or purchase one of our products.
You can clear cookies from the browsing history of your device at any time you choose, and can also disable them entirely by changing the security settings on your web browser.
There are some cases where we may collect personal information about you from other people or organisations. Some examples where this might occur include:
In every case, we make it clear to you that we have collected your personal information, where we obtained it and how we intend to use it.
When you apply for sorne of our home and business services, we will collect information so that we can assess your credit situation before approving your application. aconnect uses personal information to assess your credit situation when you apply for some products. For example, we will usually undertake a credit assessment before we accept an application for a service that will be billed on a monthly basis.
When we contact a credit provider to seek a credit report, the information provided may include your employment history, previous credit checks, and any history of unpaid bills, and how they were resolved. We use this information to make sure that any agreernent entered into will be reasonable for both you and us. You will always be informed before we seek a credit report, and if you are under 18 years of age, we will not seek one.
After you become an aconnect customer, we will store your credit information. We may use this information again in the future to manage your credit, and to make sure the services we are providing are reasonable for your situation.
In cases where we work with customer service partners, aconnect will provide them with your credit information if it is required to help manage your services. You can access any credit related information we hold about you at any time. You can also request that it be corrected, or make a cornplaint, at any time. If any corrections are made, and we have shared your credit information with other parties, those parties will be notified of the correction.
We are required, under Federal Law, to keep a record of your metadata for two years. Information that is held may include your names, address, and billing information, your IP address, download and upload volumes, the source and destination of your communications, and the location of your devices. For more inforrnation on metadata laws, go to https://www.ag.gov.au/dataretention
We do not, in any way, monitor or review any calls made with your aconnect service, in either home or business services. We also do not, in any way, monitor, review disseminate or use any data or communications, unless we have been requested to provide technical support by a custorner, or in the case of a Terms of Service violation.
In some cases, we are required under Australian law to provide access to your personal information. We are also required to cooperate with law enforcement agencies in some cases. For example, we may use or disclose your personal information in response to unlawful activity or serious misconduct. If we receive an access request or warrant that is authorised under Australian law, we are obliged to disclose personal information, including information relating to telephone calls and service use.
We will also provide information to the Integrated Public Number Database, where it is used for purposes such as writing telephone directories, and assisting with the dispatch of emergency services.
We will only provide your personal information to others if you have given us direct permission to do so.