Privacy Policy

1. About This Policy This Privacy Policy explains how we collect; hold; use and disclose personal information in connection with our IT services and this website. It also describes your rights in relation to that information. We are committed to handling personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). This applies even though we may not be strictly required to do so by law as a small business. By using this website or engaging our services you consent to the collection, use and disclosure of your personal information as described in this policy. 2. What Is Personal Information Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable. This applies whether the information is true or not and whether recorded in a material form or not. This includes information such as your name and contact details, as well as information about the devices and systems we service on your behalf. 3. The Kinds of Personal Information We Collect Depending on how you interact with us, we may collect: • Contact information: your name; email address; phone number and postal or business address. • Enquiry and booking details: the service you are enquiring about; the content of your message; and appointment scheduling information such as preferred or booked dates and times. • Service and support information: details about the IT issue, device or system you need help with. This may also include technical information about your devices; software; networks or systems where necessary to diagnose or resolve that issue. In limited circumstances, it may also include files or data stored on those devices that we access strictly to complete the agreed work. • Communication records: copies of emails, messages and notes we keep about our dealings with you. This includes internal notes about appointments and service history. • Technical and usage information: such as your IP address; browser type; device type and pages visited on our website. This is collected through standard web server logs and essential cookies (see the Cookies section below). We do not intentionally collect sensitive information as defined under the Privacy Act. This includes health information; racial or ethnic origin; or biometric data. If such information is volunteered by you and is directly relevant to the IT services you have requested, we will only use it for that purpose. 4. How We Collect Personal Information We collect personal information directly from you when you: • submit an enquiry or contact form on our website; • request a quote or book an appointment; • communicate with us by phone, email or in person; or • engage us to provide IT support, repairs or other services. In doing so, we may access information on your devices or systems as necessary to perform the work. Where reasonably practicable, we collect personal information directly from you. We generally do not collect personal information about you from third parties except where necessary to deliver a service you have requested. For example, we may receive appointment details relayed through a linked calendar. You may provide us with personal information about someone else, such as an alternate contact at your business. If you do, you confirm that you have their consent or are otherwise authorised to provide that information to us. 5. Why We Collect, Hold, Use and Disclose Your Personal Information We collect; hold; use and disclose personal information for the following purposes: • to respond to your enquiries and provide quotes; • to schedule, manage and remind you of appointments; • to deliver the IT services you have requested. This includes remote support, diagnostics and repairs; • to maintain records of the services provided to you, including for warranty and follow-up support purposes; • to send you service-related communications. Examples include booking confirmations, appointment reminders and updates about work in progress; • to comply with our legal, accounting and regulatory obligations; • to improve our website and services; and • for any other purpose disclosed to you at the time of collection, or to which you have consented. We will not use or disclose personal information for a purpose other than the purpose for which it was collected, unless an exception under the Privacy Act applies. Exceptions include where you would reasonably expect us to use the information for a related secondary purpose; where you have consented; or where we are required or authorised by law. 6. Direct Marketing We will only send you direct marketing communications such as promotional emails if you have consented to receive them, or in other circumstances permitted under the Privacy Act. You may opt out of receiving marketing communications from us at any time by using the unsubscribe facility in the communication or by contacting us directly using the details below. We do not use sensitive information for direct marketing purposes. 7. Disclosure of Personal Information We do not sell, rent or trade your personal information to third parties. We may disclose personal information to: • Trusted third-party service providers who help us operate our business. This includes email delivery providers used to send booking confirmations and notifications. Where enabled, it also includes calendar synchronisation providers used to keep appointment schedules up to date; • our professional advisers such as accountants, where reasonably necessary for us to carry on our business; • government or regulatory bodies or other third parties, where we are required or authorised to do so by law; and • a prospective buyer of our business in the event of a sale, merger or transfer of some or all of our business assets. Any such disclosure is subject to appropriate confidentiality arrangements. Any third-party service providers we use are only given access to the personal information reasonably necessary to perform their function on our behalf, and are not permitted to use that information for any other purpose. 8. Overseas Disclosure Some of the third-party service providers we use to operate our website and deliver our services may store or process personal information on servers located outside Australia. Examples include email delivery and calendar synchronisation providers. This may include storage in the United States. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles it in a manner consistent with the Australian Privacy Principles. This includes relying on providers with their own robust privacy and security commitments. If you would like more information about the specific overseas recipients your information may be disclosed to, please contact us using the details below. 9. Cookies and Website Usage Data Our website uses essential cookies that are necessary for the website to function correctly, such as cookies that maintain your session and protect forms from unauthorised submissions. These essential cookies do not track you across other websites and are not used for advertising purposes. We do not currently use third-party analytics or advertising cookies on this website. If this changes in the future, this policy will be updated accordingly. Where required, we will also seek your consent. 10. Data Security We take reasonable steps to protect the personal information we hold from misuse; interference and loss. We also protect it from unauthorised access; modification or disclosure. These steps include: • transmitting data on this website over encrypted (HTTPS) connections; • restricting access to personal information to those who need it to perform their role; • using reputable, secure third-party providers for functions such as email delivery and data storage; and • taking reasonable steps to securely destroy or de-identify personal information once it is no longer needed for any purpose for which it may be used or disclosed under the Privacy Act. We take reasonable steps to protect your personal information. However, no method of electronic storage or transmission is completely secure. We cannot guarantee absolute security. 11. Data Quality We take reasonable steps to ensure the personal information we collect; use and disclose is accurate; up to date and complete. If you become aware that any personal information we hold about you is incorrect or has changed, please let us know so we can update our records. 12. Access to and Correction of Your Personal Information You may request access to the personal information we hold about you. You may also request that we correct any information that is inaccurate; out of date; incomplete; irrelevant or misleading. To make a request, please contact us using the details below. We will respond to your request within a reasonable period. We will not charge you for making a request for access or correction, though we may charge a reasonable fee for giving you access if your request requires a substantial amount of our time to fulfil. The law may permit us to refuse access or correction in some circumstances. If so, we will provide you with reasons for our decision. 13. Anonymity and Pseudonymity Where it is lawful and practicable to do so, you may interact with us anonymously or using a pseudonym. For example, you might do this when making a general enquiry. However, in most cases we will need accurate contact and identifying information from you to provide IT services; respond to specific enquiries or schedule appointments. 14. Data Retention We retain personal information for as long as it is required for the purposes for which it was collected. This includes complying with our legal, tax and accounting obligations. It also includes maintaining a record of past work for warranty and support purposes. When personal information is no longer required for any purpose for which it may be used or disclosed, we take reasonable steps to securely destroy or permanently de-identify it. 15. How to Make a Complaint If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us using the details below. Please provide as much detail as possible about your concern. We will investigate your complaint and aim to respond within a reasonable timeframe, generally within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC): Office of the Australian Information Commissioner GPO Box 5218, Sydney NSW 2001 Phone: 1300 363 992 Website: www.oaic.gov.au 16. Changes to This Policy We may update this Privacy Policy from time to time to reflect changes in our practices, our services or legal requirements. The current version of this policy will always be available on this page. We encourage you to review this policy periodically. 17. Contact Us Please contact us using the details on our Contact page if you have any questions about this Privacy Policy, or if you would like to make a request or complaint regarding your personal information.