Privacy Policy - Southern Cross Internet

Southern Cross Internet is committed to protecting the privacy of your personal information. This Privacy Policy outlines how we collect, use, disclose, and manage your personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

This policy applies to all personal information collected by Southern Cross Internet in the course of providing our telecommunications and internet services, including Fibre Optic Broadband, NBN (National Broadband Network) Services, Fixed Wireless Internet, Satellite Internet Solutions, Business Network Connectivity, VoIP Phone Services, Managed Network Services, and Data Centre Connections.

1. Collection of Personal Information

We collect personal information that is reasonably necessary for us to provide our services and to manage our relationship with you. The types of personal information we may collect include:

Contact Information: Your name, physical address, and telephone number.
Identification Information: Date of birth, driver's licence details, or other identification documents as required for service activation or verification.
Financial Information: Payment details (e.g., credit card numbers, bank account details) for billing purposes.
Service Usage Information: Data about your use of our services, including connection speeds, data usage, service preferences, call details (for VoIP services), and technical support interactions.
Technical Information: IP addresses, device types, browser information, and other data collected automatically when you access our networks or services.
Correspondence: Records of communications with us, including enquiries, feedback, and complaints.

How We Collect Information:

Directly from you: When you apply for a service, fill out a form, contact our customer service, or interact with us in person or online.
From third parties: With your consent, from credit reporting bodies, other telecommunications providers, or publicly available sources.
Automatically: Through our network infrastructure and systems when you use our services, or via cookies and similar technologies on our website (if applicable).

2. Use of Personal Information

We use your personal information for the primary purposes for which it was collected, and for purposes related to these primary purposes. This includes:

To provide and manage the telecommunications and internet services you have requested, including Fibre Optic Broadband, NBN, Fixed Wireless, Satellite, Business Network Connectivity, VoIP, Managed Network Services, and Data Centre Connections.
To process your applications, activate services, and manage your account.
To bill you for services and manage payments.
To communicate with you about your service, account, technical issues, and promotions (where you have consented to receive them).
To improve our services and develop new offerings.
To conduct research, analysis, and statistical reporting.
To respond to your enquiries, feedback, and complaints.
To ensure the security and integrity of our networks and services, and to prevent fraud.
To comply with our legal and regulatory obligations, including lawful requests from government authorities.

3. Disclosure of Personal Information

We may disclose your personal information to third parties in certain circumstances, including:

Service Providers: To contractors and third-party service providers who assist us in providing our services, such as network infrastructure providers (e.g., NBN Co), billing and payment processors, IT support, and customer service partners. These third parties are obligated to protect your information and use it only for the purposes for which we disclose it to them.
Credit Reporting Bodies and Debt Collectors: In connection with managing your account, assessing creditworthiness, or recovering outstanding debts.
Government and Regulatory Authorities: Where required or authorised by law, or in response to a lawful request (e.g., for law enforcement purposes).
Emergency Services: To facilitate emergency services where necessary.
Other Telecommunications Providers: For porting services or resolving inter-carrier issues.
Business Transfers: In the event of a merger, acquisition, or sale of all or part of our assets, your personal information may be transferred as part of that transaction.
With Your Consent: To any other third party with your express consent.

We do not sell or rent your personal information to third parties for marketing purposes.

4. Data Security

Southern Cross Internet takes reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. We implement a range of security measures, including:

Physical security measures for our premises and data centres.
Technical security measures such as encryption, firewalls, and secure software.
Organisational measures, including access controls and staff training.

While we strive to protect your personal information, no method of transmission over the internet or method of electronic storage is 100% secure. We cannot guarantee the absolute security of your information.

5. Data Retention

We retain your personal information only for as long as necessary to provide you with our services, manage our business operations, and comply with our legal and regulatory obligations. When your personal information is no longer needed for these purposes, we will take reasonable steps to destroy or de-identify it.

6. Your Rights

You have the right to:

Access: Request access to the personal information we hold about you. We will provide access in accordance with the APPs, subject to certain exceptions.
Correction: Request that we correct any personal information we hold about you that is inaccurate, out-of-date, incomplete, irrelevant, or misleading.
Complaints: Lodge a complaint if you believe we have breached the APPs. We will investigate your complaint and respond to you as quickly as possible.

To exercise any of these rights, please contact us using the details provided below.

7. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. Any changes will be posted on our website. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

8. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, or if you wish to make a complaint or access/correct your personal information, please contact us at:

Southern Cross Internet
Level 15,
380 La Trobe Street,
Melbourne, Victoria, 3000
Australia