This is the privacy policy of TPG Telecom Limited (“TPG Telecom”) and each of the brands and subsidiaries listed at the end of this policy, including but not limited to Vodafone, TPG, iiNet, AAPT, Pipe Networks, Lebara Mobile, Felix Mobile, Internode, and Kogan Mobile, (referred to as “TPG Group”, “we”, “us”, or “our” in this Privacy Policy).
PRIVACY POLICY
Protecting your privacy is a big deal. At TPG Group we are strict about how we handle personal information.
This privacy policy outlines how we collect, store, use and disclose personal information. It also confirms our obligations under the Privacy Act 1988 and the Telecommunications Act 1997.
In this privacy policy, the term ‘personal information’ has the meaning given to it in the Privacy Act. Personal information is information we collect which identifies you or could be used to identify you.
We need to collect some personal details from you to provide you with our services and products. Without collecting your identifying information when you join us, we may not be able to provide you with the products and services you want. We may also need to collect additional personal information to manage your account and continue to provide you with our products and services.
Information about you
The information we collect about you depends on the products and services you use and whether you are a customer, job applicant or a member of the public. It may include:
We may also need to collect personal information from you about authorised representatives you appoint in relation to your account. If so, you must also tell them about this Privacy Policy and ensure you have the appropriate consents from them to provide their personal information to us.
Some of the information that we collect may be sensitive information, for example, information about your health, race, ethnic origin, religious beliefs or your biometric information (e.g. for facial recognition and verification). If we need this type of information we will ask you for permission, except where otherwise allowed or required by law.
Information about how you use our products and services
We may also collect:
We collect your personal information if you:
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 (Cth).
We may collect personal information from:
We may also collect information in other ways and will take all reasonable steps to let you know if we do.
Some entities in the TPG Group (e.g. Vodafone) offer paging and messaging services. If you call or message a customer with a messaging or paging service and you would like to leave or send a message, we will collect from you details like your name, telephone number and any details in your message. We will then send your message and those details to our customer as part of the service. We will not use or disclose your details in other ways. We will hold and manage your details as set out in this policy.
We may use cookies and other online identifiers to collect information about you when you interact with our websites, applications, communications, products and services.
How we use online identifiers
We may use your personal information and usage information for the purposes of:
Providing you with products and services
Communication and administration
The communications above may be sent from entities within the TPG Group from which you do not currently purchase products and services (e.g. you may receive a bill from TPG Telecom for your iiNet services).
Marketing, communications and digital advertising
Improvement and analytics
Network security and fraud
Compliance
We may share personal information collected by one TPG Group entity with other entities within the TPG Group and use that information as set out above.
For other purposes, we will ask for your consent to use your personal information.
We may send you direct marketing messages and information about:
This marketing material may be sent by various methods, including but not limited to, telephone, post and any form of electronic message (including, but not limited to, email, SMS, MMS, push messages and video messages).
You consent to us sending you marketing material by any of those methods. Unless you opt out, you may continue to receive marketing material from us for up to 13 months from when your agreement with us ends.
At any time you may opt-out of receiving marketing material from us. For details on the opt out process, please see the section below headed “How can you opt-out of marketing materials?”
We may give your personal information to other organisations that assist us in providing you with direct marketing. These organisations are limited to our suppliers or third parties working with or directly on behalf of the TPG Group. You can separately opt-in to receiving third-party marketing through a specific promotion.
If you would rather not receive our marketing material, you may opt-out by using any of the opt-out methods noted in the marketing material. You may also contact us in the following ways:
Consumer and small business customers:
Enterprise, government and wholesale customers: by completing this form.
Just a heads up that if you have multiple services with TPG Group, opting out of receiving direct marketing material for any one of the TPG Group brands will not withdraw your consent to receive direct marketing material from other TPG Group brands that you have a service with. If you wish to opt out of receiving direct marketing from all TPG Group brands that provide you a service, you will need to follow the opt out process for each relevant brand.
Please be aware that even if you have opted out of receiving marketing material, we will still need to send you essential information about your account, your service or plan and other information required by law.
We may use information we hold about you, including details that we collate and store from your use of our services or third-parties, to match anonymised common account identifiers, such as a hashed email address, hashed phone number, IP address and postal address, with information from third-party partners to deliver and measure digital advertising campaigns. We also may use supplementary information collected from other sources, such as your trusted businesses or from public sources.
In some instances, we may share your personal information with our advertising partners and technology providers that assist us in providing you with relevant online advertising for the purposes of personalisation, reporting, attribution and data analytics. These organisations are limited to our suppliers or third parties working with or directly on behalf of the TPG Telecom.
If you don’t want us to personalise your experience using cookies, users can remove or reset their browser cookies by managing them in your browser’s cookie preferences. This does not mean that you will no longer see advertisements, but that they will no longer be personalised to your interests.
We might disclose your personal information both within and outside Australia to the relevant entities below.
We take reasonable steps to make sure recipients of your personal information handle that information in accordance with the obligations set out in the Australian Privacy Act. The relevant entities are:
We are required by law to disclose personal information about you to the operator of the Integrated Public Number Database (IPND). Information we may be required to disclose includes, your name, residential address, telephone number and email address. Personal information in the IPND is used to assist emergency services and safeguard national security. If you consent, information from the IPND may also be published in public directories or used by directory assistance. IPND information may also be used for research with approval by the ACMA.
We may disclose personal information to third party suppliers and service providers located overseas for some of the purposes listed above.
We may store or sometimes disclose personal information to entities outside Australia. Some of these entities are:
The security of your personal information is important to us. We take all reasonable steps to securely store your personal information in a way that is protected from unauthorised use, access, modification or disclosure. This includes both physical and electronic security measures.
We sometimes use service providers to process, manage and store personal information. Where we do, we require those service providers to comply with strict requirements about the use and protection of your details.
We also ensure that your personal information can only be seen and used by staff who need it to do their jobs. Our staff securely destroy any printed documents containing your details.
We run checks of our systems, service providers and staff to make sure that your personal information is held and used properly. We give our staff special training about privacy and the proper use of your details.
Anyone who knows your account security information (such as PIN or online username and password) can access your account. You must keep this information secure. You may choose to nominate authorised persons to manage your account, and they will need to provide their own personal and security information. We accept no responsibility for information we disclose to parties who know your account security information.
We take all reasonable measures to make sure the personal information we hold is accurate, complete and up to date. However, the accuracy of your information is largely dependent on what you provide us. To make sure we have your most current and accurate details, please let us know when your information changes (e.g. if you change your name or address).
Yes, but there may be times where we cannot grant you access to the personal information we hold. For example, we may not grant access to information if it could interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
You can access and correct some of the personal information (such as contact details) that we hold about you by securely logging in to your account with us. To request your personal information complete this form and return it to the address provided in the form. We may charge reasonable administrative costs for responding to privacy information requests, however we will not charge you for simply making the request or for making any corrections to your personal information.
If you think your personal information is not current or may not be accurate or complete, you should ask for it to be updated. If we do not agree that there are grounds to change it, we will add a note to the personal information stating that you disagree.
If you believe your privacy has been compromised, please fill in this Privacy Breach form and return it to the address provided. A member of our Privacy team will get in touch within 5 business days.
If you believe that we have not dealt with your concerns you may lodge a complaint with the Australian Privacy Commissioner or the Telecommunications Industry Ombudsman.
Australian Privacy Commissioner: GPO Box 5218 Sydney NSW 2001. Telephone: 1300 363 992. Email: enquiries@oaic.gov.au (preferred)
Telecommunications Industry Ombudsman: PO Box 276, Collins Street West, VIC 8007. Telephone: 1800 062 058. Website: https://www.tio.com.au/making-a-complaint
If you have any questions about your privacy, or if you would like a printed copy of this privacy policy (free of charge), please contact us by:
TPG Telecom Limited Privacy Policy (in force from 1 May 2023)
This Privacy Policy applies to the TPG Group, including but not limited to the following entities:
TPG Telecom Limited (formerly Vodafone Hutchison Australia Pty Limited) ABN 76 096 304 620.
Vodafone Australia Pty Limited ABN 86 056 161 043
Vodafone Pty Limited ABN 76 062 954 554
Vodafone Network Pty Limited ABN 31 081 918 461
iiNet Limited ABN 48 068 628 937
Chime Communications Pty Ltd ABN 90 073 119 285
Agile Pty Ltd ABN 36 080 855 321
TransACT Victoria Communications Pty Ltd ACN 063 024 475
Adam Internet Pty Ltd ABN 22 055 495 853
TransACT Capital Communications Pty Limited ABN 23 093 966 888
Westnet Pty Ltd ABN 50 086 416 908
AAPT Limited ACN 052 082 416
Internode Pty Ltd ABN 82 052 008 581
Pipe Networks Pty Limited ABN 21 099 104 122
TPG Corporation Limited ABN 46 093 058 069
TPG Internet Pty Ltd ABN 15 068 383 737
TPG Network Pty Ltd ABN 85 003 064 328
Chariot Pty Ltd ABN 31 088 377 860
SPTCom Pty Ltd ABN 75 111 578 897
Soul Communications ABN 99 085 089 970
PowerTel Limited ACN 001 760 103
Request Broadband Pty Ltd ABN 89 091 530 586
Connect Internet Solutions Pty Ltd ABN 61 054 112 435
Soul Pattison Telecommunications Pty Ltd ABN 79 001 726 192
Soul Communications Pty Ltd ABN 99 085 089 970
Orchid Cybertech Services Inc (in the Philippines)ey NSW 2060
