Privacy Notice

This Privacy Notice sets out how we manage your personal information and other information.

In this Privacy Notice, 'we', 'us' or 'our' means Nex Telecom. When we refer to 'Your Information', we are referring to both your personal information, as defined under the Privacy Act 1988 ('Privacy Act), and customer information, which is protected by Part 13 of the Telecommunications Act 1997 ('Telecommunications Act').

We may also collect personal information about you in accordance with our obligations under the data retention provisions of the Telecommunications (Interception and Access) Act 1979.

When you use our broadband internet or mobile phone services, you consent to the way we will handle your information in accordance with this Privacy Notice and the Nex Telecom Privacy Statement.

Types of Information We Gather, Utilise, and Maintain

We will only collect the information necessary to provide you with broadband internet or mobile phone services, which may vary depending on the services you are seeking. For example, under the Telecommunications Act, we are required to carry out an identity check for prepaid mobiles or when you transfer your services from another provider.

The personal information we collect, use or hold may include:

• Your name and contact details, including your address, Email, and phone numbers.
• Date of birth
• Information contained on identification documents, for example, passport or driver's license details.
• Service-related details like your username or password and service usage history, support incidents, enquiries and complaints.
• Account information such as credit card or bank account details.
• Information we are required to collect by law or at the request of a government agency.

In some cases, you might also need to provide personal information about other individuals to us (for example, your authorised representatives). If this is the case, we rely on you to inform those individuals that you are providing their personal information to us - and to advise them about this notice.

How We Collect Your Information

Generally, we gather your information directly from you, though on occasion, it may be sourced from third parties, utilising various collection methods, such as:

• Directly from you when you provide information to us when you visit one of our stores or websites, complete an application form or agreement for one of our services, or contact us with a query or request.
• From third parties like our service providers such as Optus, NBN Co. and BTB Australia (who manage this information on our behalf), or your authorised representatives.
• From publicly available sources of information.
• ▪How you use your products or services; this can include information about your network location.
• When legally authorised or required to do so.
• From third parties as described in 'When we share Your Information'.

If you choose not to provide certain information about yourself, we might not be able to provide you with the products or services you want, and in some cases, we may not be able to make the requested changes to your services or account.

How We Hold Your Information

We may store Your Information in storage facilities that we own and operate ourselves or that are owned and operated by our service providers. We take reasonable steps to maintain the security of Your Information and to protect it from unauthorised disclosures.

How We Use Your Information

We might use Your Information for a range of different purposes, including:

• Confirm your identity.
• Administer and manage the products and services we provide to you, including for customer support and billing purposes.
• Communicate with you about your account.
• Conduct appropriate checks, including detecting, managing and investigating suspected fraud or unlawful activity.
• Enhance your network experience or provide you with better customer service.
• Improve customer experience and conduct market research.
• Respond to applications, questions, requests or complaints.
• Research the usage of, and develop and improve the capabilities of, our services.
• Monitor network use, quality and performance and operate, maintain, develop, test and upgrade our systems and infrastructure.
• Comply with applicable laws, including assisting government agencies and law enforcement investigations.

How We Use Your Information for Direct Marketing

We may also use Your Information to promote our broadband internet and mobile phone products and services to you, including special offers that may be of interest to you (which may include products, services and offers provided by a third party).

Sometimes, you might tick a box to let us know you would like to hear about Nex Telecom's other products or services. You can always opt out from receiving marketing communications by following the instructions on the message, Email or letter you receive.

There are a few ways these offers might be made, including by Email, SMS/MMS, social media or targeted advertising through our mobile app or website or on other websites.

When We Share Your Information

We share your information for the purposes set out in this notice and to comply with applicable law. This may include third parties who provide services to us, including organisations and contractors that assist us in delivering our products and services. These may include:

• Customer enquiries.
• Installation, maintenance and repair services.
• Mailing operations and billing functions.
• Information technology and network services.
• Market research and marketing.

We may share Your Information with:

• Authorised representatives when you ask us to do so.
• Fraud checking agencies.
• Our service providers.
• Other telecommunication and information service providers or to our wholesale or other customers from or through whom you may acquire products or services. For example, we may need to disclose Your Information for billing purposes and number porting.
• The manager of the Integrated Public Number Database ("IPND") and other organisations as required or authorised by law (please see www.acma.gov.au for more information).
• Law enforcement and national security agencies and other government and regulatory authorities as required or authorised by law.
• Third parties as required by or in accordance with any industry code or industry standard registered under the Telecommunication Act.
• Government agencies for purposes associated with connecting new services to the National Broadband Network.

Overseas Use and Disclosure

To fulfil the services we've mentioned, we may need to share your personal information with other parties, who might store or access the information overseas or be in other countries, for example European Union, USA, New Zealand, Japan, Singapore, India, the Philippines. We also might store your personal information electronically in networked or cloud storage, which could be accessible in countries outside Australia.

When we do this, we will ensure your personal information is managed in a way that is consistent with Australian privacy law and this Privacy Notice.