Vocus Group Limited ABN 96 084 115 499 (Vocus, we, us, our) is the parent company of subsidiaries which supply telecommunications products and services (including data network, internet, data centre, cloud, and voice products and services to corporate, government, and residential customers), and energy (retailer of gas and electricity) products. Our group of companies includes companies trading under the names Vocus, Dodo, iPrimus, Commander, and Engin, and any related companies based in Australia.
We recognise the importance of protecting the privacy and personal information on our customers and this policy outlines how we do this.
We are required to comply with the Privacy Act 1988 (Cth) and are bound by the Australian Privacy Principles (‘APPs’) set out in that Act. The APPs establish minimum standards for the collection, use, disclosure and handling of Personal Information. They apply to Personal Information in any form, including written, verbal, and digital form. The APPs can be accessed at the website of the office of the Australian Information Commissioner: www.oaic.gov.au
We collect personal information about individuals who are our:
We will refer to these individuals collectively as ‘customers’.
In some situations, customers and other individuals may be able to deal with us anonymously or using a pseudonym. For example, you can make a general inquiry to one of our call centres without providing any Personal Information. You may also make a complaint or log a service fault anonymously, unless the inquiry or complaint relates to a particular account.
However, please note that if you do not wish to be identified we may not be able to provide the information or assistance you require.
We only collect personal information where it is reasonably necessary for our functions or activities as required by law. This includes:
We also collect information about the way our customers use our products and services. This includes information about:
We have adopted the position proposed by the Privacy Commissioner that a young person is able to give their consent when he or she has a sufficient understanding and maturity to understand what is being proposed. We will make an objective determination before collecting that information as to whether the person involved would be able to provide informed consent to the use of their personal information.
We also collect personal information about individuals who are involved in providing our products and services. This includes:
We collect information about customers directly and via our agents, service providers and affiliates. We may collect this information:
When you apply to become our customer, we will ask you to consent to us collecting information from particular third parties. We will only collect personal information from those parties if you consent. If you do not consent, we may not be able to provide the service or product you require. We are authorised to collect some personal information from third parties under Privacy Law.
We will handle any unsolicited Personal Information which it receives in accordance with its obligations under Privacy Law.
We collect personal Information in order to:
We need to use personal information for most of our business activities, although the information we require depends on the circumstances. If we are unable to collect the personal information we need, we may be unable to meet the expectations of our customers or provide the products and services they wish to receive.
The personal information we collect may be shared within the Vocus Group for the purposes outlined above.
Personal information collected for direct marketing purposes will only be collected, used, or disclosed with the consent of the customer, unless we cannot practically obtain the consent of a customer, in which case we will:
Direct marketing communications may be sent via post, e-mail, telephone, social media sites, or other means.
We store the internet protocol (IP) address of your computer when you visit our site. This information is used only to create broad demographic summaries of where our users come from.
The cookies we use do not store any personal data or otherwise collect personal information. However, if an individual is logged into “My Account” as a customer, the information we collect via cookies may be linked with their personal information.
You can configure your internet browser to erase cookies from your computer’s hard drive, block cookies or receive a warning before a cookie is stored.
If a user disables the use of, or deletes, cookies on their web browser then they may not be able to gain access to all the content and facilities of our websites.
Our website(s) may use Google Analytics, a web analytics service provided by Google. Google utilizes the data collected to help us analyse how users use the websites. The information generated by the cookie about a customer’s use of the website (including its anonymized IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating customer use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and Internet usage.
Google will not associate your IP address with any other data held by Google.
We may combine information collected through Google Analytics with other information we collect, to enable us to provide you with relevant marketing content.
We may use Google remarketing, Facebook remarketing, pixel tags, web beacons, clear GIFs or other similar technologies to collect information of a customer’s visit to any one of its websites and we may tailor advertising or content based on the customer’s use of these sites. These advertisements may be delivered by third party vendors when you visit our websites or other Internet websites. You can opt-out of sharing information about your use of this site or affiliate third party sites by accessing the settings of your device or browser.
We collect information about the other websites that are visited by computers that are used to visit our site. This information may be aggregated to provide us with information about the webpages and websites visited by computers that use our site.
We may disclose personal information about our customers to a range of third parties. For example:
We may also disclose:
Personal information we obtain in connection with the provision of telecommunications services may be disclosed in accordance with requirements of the Telecommunications Act 1997 (Cth) and the Telecommunications (Interception and Access) Act 1979 (Cth). This includes disclosure:
Personal information we obtain in connection with the provision of electricity and gas services may be disclosed in accordance with federal and state based electricity and gas legislation and codes. This includes disclosure:
We may also disclose personal information if required by law.
We disclose some personal information to persons or organisations that are outside Australia.
We recognise the importance of protecting your personal information and of ensuring that it is complete, accurate, up-to-date, and relevant.
When you call us in relation to your account or service, we complete an ID check to verify your identity and to check the details we hold about you are correct and to update them if required. For some safety critical information, like medical information required to maintain secure power supply or ensure priority assistance, we initiate checks on an annual basis.
We have documented processes for verifying personal information collected for particular transactions, such as proof of occupancy, change of occupier, and priority assistance. Our staff are trained to properly handle the different types of information they receive, particularly sensitive information. We have quality assurance measures in place to monitor calls to ensure that our processes are being followed.
While some of the personal information we collect is held in hardcopy form, most personal information is stored in electronic databases.
We have extensive processes in place to ensure that our information systems and files are kept secure from unauthorised access and interference.
We have contractual arrangements in place with our agents, service providers and affiliates that require them to comply with applicable privacy laws and our privacy policies. We require third parties who are outside Australia to handle the personal information we transfer to them with the same level of protection as would apply to the information in Australia.
You have a right to access personal information we hold about you. You are also entitled to ask us to provide you with the details we have provided about you to the IPND. You can do this by contacting us and we will provide you with the information within a reasonable time (usually 20 business days).
If your request to access personal information is particularly complex or requires detailed searching of our records, the Privacy Act permits us to charge you a cost to provide you with this information.
We will provide access to the information held about an individual, including for the purposes of correcting or updating that information, unless there is an exception which applies under the APPs.
You have a right to ask us to correct information we hold about you if it contains errors or is out of date, incomplete, irrelevant or misleading.
We will make the corrections provided that any changes are in line with IPND requirements. We do not charge you to access or correct your information in the IPND.
If you would like to complain about a breach of the Australia Privacy Principles, you may contact our Privacy Officer at the details below.
The Privacy Officer will investigate your complaint and notify you of the outcome within a reasonable period of time (usually 30 days). If you disagree with our decision, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC) by visiting www.oaic.gov.au.
If you would like further information on the way we manage personal information, would like to request access to or correction of Personal Information, or wish to make a complaint, please contact:
Attention: The Privacy Officer
Address: 452 Flinders Street, Melbourne VIC 3000
If you believe that we have acted in a manner that breaches the APPs or the Privacy Act, we recommend that you contact us first. The Privacy Officer will investigate your complaint and notify you of the outcome. If you are dissatisfied with the outcome of your complaint, or you do not receive a response to your complaint within 30 days, you may make a complaint to the Office of the Australian Information Commissioner (OAIC). Complaints to the OAIC must be made in writing.
If your complaint relates to our handling of Personal Information in relation to your telephone or Internet service, the Telecommunications Industry Ombudsman whose details can be found at www.tio.com.au.
If this policy does not provide the information you require about how we deal with personal information or you have any questions or comments, please feel free to contact us.