Privacy Policy

Effective Date: January 1, 2024

At ConnectAU, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our services, visit our website, or interact with us.

By accessing or using ConnectAU services, you agree to the terms of this Privacy Policy. If you do not agree with these terms, please do not use our services.

1. Information We Collect

We collect various types of information to provide and improve our services, including:

Personal Identification Information:

• Contact Information: Name, postal address, email address, phone number.
• Account Information: Username, password, service preferences.
• Payment Information: Billing address, credit/debit card details, or other payment method information (processed securely via third-party payment gateways).
• Identification Data: Where required for service activation (e.g., NBN connection), identity verification documents.

Service Usage and Technical Information:

• Usage Data: Information about how you use our services, such as internet speed test results, data consumption, service plan details, and connection history.
• Device and Network Information: IP address, device type, operating system, browser type, and unique device identifiers.
• Location Information: General location derived from your IP address or specific location if you enable location services on your device for specific features (e.g., technician visits).
• Interaction Data: Records of your communications with our customer support, including calls, emails, and chat transcripts.

2. How We Use Your Information

We use the information we collect for the following purposes:

• Service Provision: To provide, operate, maintain, and improve your internet services, including NBN connection and home WiFi installation.
• Billing and Account Management: To process payments, manage your account, send invoices, and communicate service updates.
• Customer Support: To respond to your inquiries, provide technical assistance, and resolve issues related to your services.
• Service Improvement: To understand how our services are used, conduct research and analytics, and develop new features or offerings.
• Marketing and Communication: To send you promotional materials, special offers, and information about new products or services, only with your consent where required. You can opt-out at any time.
• Security and Fraud Prevention: To protect our services and users from fraudulent activities, security breaches, and other harmful acts.
• Legal Compliance: To comply with applicable laws, regulations, legal processes, and government requests.

3. Disclosure of Your Information

We may share your information with third parties in the following circumstances:

• Service Providers: We work with trusted third-party service providers who assist us in operating our business, such as payment processors, cloud hosting providers, network maintenance partners, and customer support platforms. These providers are obligated to protect your information and only use it for the purposes for which we disclose it to them.
• Legal Requirements: We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., a court order or government agency).
• Business Transfers: In connection with any merger, sale of company assets, financing, or acquisition of all or a portion of our business by another company, your information may be transferred.
• With Your Consent: We may share your information with third parties when we have your explicit consent to do so.

We do not sell or rent your personal information to third parties for their marketing purposes without your explicit consent.

4. Data Security

We implement robust security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption: Using encryption technologies to protect sensitive data transmitted online.
• Access Controls: Restricting access to personal information to only those employees, contractors, and agents who need to know that information in order to operate, develop, or improve our services.
• Regular Audits: Conducting regular security assessments and vulnerability scans.
• Physical Security: Implementing physical security measures to protect against unauthorized access to systems where personal data is stored.

While we strive to use commercially acceptable means to protect your personal information, no method of transmission over the Internet or method of electronic storage is 100% secure. Therefore, we cannot guarantee its absolute security.

5. Your Rights

You have certain rights regarding your personal information:

• Access: You have the right to request access to the personal information we hold about you.
• Correction: You have the right to request that we correct any inaccurate or incomplete personal information.
• Deletion: You have the right to request the deletion of your personal information, subject to certain legal obligations.
• Objection/Restriction: You may have the right to object to or restrict the processing of your personal information in certain circumstances.
• Opt-out of Marketing: You can opt-out of receiving marketing communications from us by following the unsubscribe instructions in the emails we send or by contacting us directly.

To exercise any of these rights, please contact us using the details provided in the "Contact Us" section below.

6. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyze site usage, and improve our services. Cookies are small data files stored on your device. You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

7. Links to Other Websites

Our website may contain links to third-party websites that are not operated by us. If you click on a third-party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.

8. Children's Privacy

Our services are not intended for individuals under the age of 13. We do not knowingly collect personally identifiable information from children under 13. If you are a parent or guardian and you are aware that your child has provided us with personal information, please contact us. If we become aware that we have collected personal information from a child under 13 without verification of parental consent, we will take steps to remove that information from our servers.

9. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Effective Date" at the top of this Privacy Policy. We encourage you to review this Privacy Policy periodically for any changes. Your continued use of our services after any modifications to this Privacy Policy will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Privacy Policy.