Privacy Policy

ICT Australia (ABN 88 644 174 158) ("we", "us", "our") respects your privacy. This Privacy Policy explains how we collect, hold, use, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What information we collect

We collect personal information that you provide to us, including:

• Identity information (name, date of birth, ABN, trading name)
• Contact information (email address, postal address, service address, mobile and landline numbers)
• Account credentials (password hashes, multi-factor authentication tokens)
• Service usage data (NBN connection status, voice call records, data usage, IP addresses)
• Billing and payment information (Stripe customer IDs, invoice records, transaction history)
• Support history (ticket content, call transcripts, email correspondence)
• Identity verification documents where required (e.g. ID for porting requests)

2. How we collect it

We collect personal information directly from you when you sign up for a service, contact our support team, or use the customer portal. We may also collect information from third parties such as NBN Co (service qualification), credit reporting bodies, our wholesale carriers, and identity verification services.

3. Why we collect it (purposes of use)

We use your personal information to:

• Provision and operate the services you've ordered
• Bill you and process payments
• Respond to support requests and manage faults
• Verify your identity and protect against fraud
• Send service-related notifications (outages, billing, plan changes)
• Improve our services and develop new ones
• Meet our legal obligations (e.g. law enforcement disclosures, ACMA compliance)

4. Who we share it with

We may disclose your personal information to:

• Our wholesale carriers (e.g. Vocus, NBN Co) to provision and maintain your service
• Payment processors (e.g. Stripe) to bill you
• Communications providers (e.g. SendGrid, Twilio) to deliver email and SMS notifications
• Cloud infrastructure providers hosting our systems (located within Australia where practicable)
• Law enforcement and regulatory bodies when required by law
• Professional advisors (legal, accounting) where reasonably necessary

We do not sell your personal information. We do not disclose personal information for marketing by third parties.

5. Overseas disclosures

Some of our service providers (such as Stripe, SendGrid, and Twilio) are based overseas and may store or process your information outside Australia, including in the United States and the European Union. We take reasonable steps to ensure these providers handle your information consistently with the APPs.

6. How we secure it

We protect your information using industry-standard safeguards: TLS in transit, encryption at rest for sensitive fields (passwords, SIP credentials, identity documents), signed webhooks, multi-factor authentication for staff access, role-based access controls, and an immutable audit log of staff mutations. Despite these measures, no system is perfectly secure — we notify affected individuals and the Office of the Australian Information Commissioner (OAIC) of eligible data breaches in accordance with the Notifiable Data Breaches scheme.

7. How long we keep it

We retain your personal information for as long as you hold a service with us, plus the period required by law (typically 7 years for billing records under the Corporations Act 2001 and the Income Tax Assessment Act 1997). Voice call records are retained in accordance with our regulatory obligations. We delete or de-identify information when no longer needed.

8. Accessing and correcting your information

You can view and update most of your information directly from the customer portal. You may also request access to or correction of your personal information by emailing support@ictaustralia.com.au. We will respond within 30 days. No fee applies for access requests unless they are unreasonable or repetitive.

9. Marketing communications

We may send you direct marketing about products and services we think will interest you. You can opt out at any time by using the unsubscribe link in any marketing email or by emailing us. We will not send marketing by SMS without your express consent.

10. Cookies and analytics

Our website uses cookies and similar technologies to remember your preferences, keep you signed in to the portal, and understand how the site is used. You can disable cookies in your browser, but some site features may not work.

11. Complaints

If you believe we have mishandled your personal information, please contact us first at support@ictaustralia.com.au. We aim to resolve privacy complaints within 30 days. If you're not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or by calling 1300 363 992. Telecommunications-specific complaints can also be made to the Telecommunications Industry Ombudsman (TIO) at tio.com.au.

12. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be notified to active customers by email. The current version is always available at this URL.

13. Contact us