1. Introduction
Veltrix Connect Pty Ltd ("Veltrix", "we", "our", or "us") is committed to protecting your privacy and handling your personal information in an open, transparent and secure manner.
This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you visit our website, enquire about our services, or become a customer.
We are committed to complying with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs).
By using our website or services, you acknowledge that you have read and understood this Privacy Policy.
2. What Personal Information We Collect
Depending on how you interact with us, we may collect personal information including:
Identity Information
- Full name
- Date of birth (where required)
- Residential and service addresses
- Postal address
Contact Information
- Email address
- Mobile and landline numbers
- Preferred contact method
Account Information
- Customer account number
- Username
- Password (stored securely in encrypted form)
- Customer preferences
Service Information
- Service address
- NBN or Community Fibre availability
- Connection type
- Plan selection
- Service activation dates
- Fault history
- Support requests
Payment Information
Where applicable, we may collect:
- Billing address
- Payment method
- Transaction history
Veltrix does not store complete credit or debit card details. Card payments are processed by trusted third-party payment providers.
Technical Information
When you use our website or services, we may collect:
- IP address
- Browser type
- Device information
- Operating system
- Pages visited
- Referring website
- Session information
- Website usage statistics
3. How We Collect Your Information
We collect personal information in several ways, including when you:
- Visit our website
- Search your address for service availability
- Submit an enquiry
- Purchase a service
- Contact our support team
- Lodge a complaint
- Subscribe to our newsletter
- Participate in surveys or promotions
We may also collect information from third parties including:
- NBN Co
- Community Fibre network operators
- Credit reporting agencies (where permitted)
- Identity verification providers
- Payment providers
- Telecommunications wholesalers
- Publicly available records where required to deliver services
4. Why We Collect Your Information
We collect personal information so we can:
- Provide internet and telecommunications services
- Verify your identity
- Confirm service availability
- Process orders
- Activate services
- Manage customer accounts
- Provide technical support
- Respond to enquiries
- Process payments
- Improve our products and services
- Monitor network performance
- Detect fraud and security threats
- Comply with legal and regulatory obligations
We only collect information that is reasonably necessary to provide our services or meet our legal obligations.
6. Marketing Communications
With your consent, we may send you information about:
- New internet plans
- Promotions
- Service updates
- Company news
- Network upgrades
You may unsubscribe from marketing emails at any time by clicking the unsubscribe link or contacting us directly.
We do not sell your personal information to third parties for marketing purposes.
7. Disclosure of Personal Information
We may disclose personal information where reasonably necessary to provide our services.
This may include:
- NBN Co
- Community Fibre infrastructure providers
- Telecommunications wholesalers
- Payment processors
- Identity verification providers
- IT service providers
- Cloud hosting providers
- Customer support software providers
- Professional advisers
- Government agencies where required by law
We require our service providers to take appropriate steps to protect your information.
8. Overseas Disclosure
Some of our trusted technology providers may store or process information outside Australia.
Where this occurs, Veltrix will take reasonable steps to ensure those providers protect your personal information in accordance with Australian privacy laws.
9. Security of Your Information
Veltrix takes the security of customer information seriously.
We implement appropriate technical and organisational safeguards including:
- Encryption of sensitive information
- Secure customer portals
- Access controls
- Multi-factor authentication where appropriate
- Firewalls
- Network monitoring
- Secure backups
- Staff access controls
While we take reasonable steps to protect your information, no method of electronic transmission or storage can be guaranteed to be completely secure.
10. Data Retention
We retain personal information only for as long as reasonably necessary to:
- Provide our services
- Meet legal obligations
- Resolve disputes
- Enforce our agreements
When information is no longer required, it is securely destroyed or de-identified where appropriate.
11. Accessing or Correcting Your Information
You may request access to the personal information we hold about you.
If any information is inaccurate, incomplete or out of date, you may request that it be corrected.
To make a request, please contact us using the details below.
In limited circumstances permitted by law, we may refuse access. If this occurs, we will explain the reasons.
12. Complaints
If you believe we have breached your privacy, please contact us first so we can investigate your concerns.
Please include:
- Your name
- Contact details
- A description of your complaint
- Any supporting information
We aim to acknowledge privacy complaints within two business days and respond as soon as reasonably practicable.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
13. Contact Us
For questions regarding this Privacy Policy or your personal information, please contact us.
Veltrix Connect Pty Ltd
- Email: [email protected]
- Phone: +61 490 533 318
- Website: www.veltrixconnect.com.au
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology or legal obligations.
The latest version will always be available on our website.
Where changes are significant, we will take reasonable steps to notify affected customers.
Your continued use of our services after changes become effective constitutes acceptance of the updated Privacy Policy.