1. Introduction
Veltrix Solutions Pty Ltd ('Veltrix', 'we', 'us') is committed to protecting your privacy. This policy outlines how we collect, use, and manage personal information in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. Information We Collect
We collect information necessary to provide broadband services, including your name, contact details, service address, and payment information. As an ISP, we are also required under the Telecommunications (Interception and Access) Act 1979 to retain certain metadata for two years, including connection times and IP addresses assigned to you.
3. How We Use Information
Your information is used primarily to establish and maintain your connection, process billing, provide technical support, and improve our network performance. We may also use data for internal diagnostics and to comply with mandatory data retention laws.
4. Disclosure of Information
We may disclose information to third party carriers (such as NBN Co) to facilitate installation, to regulatory bodies where required by law, or to debt collection agencies in the event of non payment. We do not sell your personal data to marketing agencies.
5. Data Security
We employ industry standard encryption and security protocols to protect your data from unauthorised access. Our internal databases are restricted to authorised personnel only, and we regularly audit our systems for vulnerabilities.
6. Data Retention
Personal information is retained only as long as necessary for service provision or as required by Australian law. Financial records are kept for seven years, while mandatory telecommunications metadata is retained for exactly two years before being securely purged.
7. Your Rights & Access
Under the APPs, you have the right to request access to the personal information we hold about you. You may also request corrections if your details are inaccurate. Requests can be made via our online portal or by contacting our Privacy Officer.
9. Third Party Services
Some of our services are integrated with third party platforms for payment processing (e.g., Stripe) and network monitoring. These providers have their own privacy policies, and we encourage you to review them.
10. Children's Privacy
Our services are intended for residential and business use by individuals over the age of 18. We do not knowingly collect personal information from children without parental consent.
11. Cross Border Transfers
While we prioritise local storage, some data may be processed by service providers located outside of Australia (e.g., cloud hosting in the US or Singapore). We ensure these providers maintain data protection standards equivalent to those in Australia.
12. Complaints & Contact
If you have a privacy concern, please contact us at [email protected] If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or call +61 490 533 318