Privacy Policy

Coastal Voice and Data Pty Ltd (ABN 58 841 663 402) ("Coastal Voice & Data", "we", "us", "our") is committed to protecting your privacy. This policy explains how we collect, hold, use, and disclose personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

By using our website or services, you agree to the collection and use of information in accordance with this policy.

1. What information we collect

We collect personal information reasonably necessary to provide our NBN, mobile, and business voice services. This includes:

• Identity and contact details — your name, email address, phone number, and residential or business service address.
• Account credentials — a password for our customer portal, which we store as a one-way cryptographic hash. We never store your password in plain text and cannot retrieve it — only reset it.
• Service and billing information — the plan you've selected, your connection type, and service status. Billing and payment processing is handled directly by our wholesale partner Connecttel via their OneView platform — we do not collect or store your credit card or bank account details on this website.
• Technical information — your IP address, browser type, and general usage data collected automatically when you visit our website, for security and analytics purposes.
• Communications — records of correspondence when you contact our support team, including emails and any information you provide to help resolve your enquiry.

2. How we collect information

We collect personal information:

• Directly from you when you sign up for a service, create a customer portal account, or contact our support team;
• Automatically through your use of our website (e.g. via cookies and standard web server logs); and
• From our wholesale partner, Connecttel, in the course of provisioning and managing your service.

3. How we use your information

We use personal information to:

• Provide, provision, and maintain your NBN, mobile, or voice service;
• Communicate with you about your account, including service status updates, billing enquiries, and support requests;
• Verify your identity when you log in to the customer portal;
• Send transactional emails such as signup confirmations, service activation notices, and password reset links;
• Comply with our legal obligations, including those under the Telecommunications Act 1997 (Cth) and the Telecommunications Consumer Protections (TCP) Code; and
• Improve our website and services.

We do not use your personal information for direct marketing without your consent, and you may opt out of any marketing communications at any time.

4. Disclosure of your information

We disclose personal information only where necessary to provide our services, including to:

• Connecttel — our wholesale carriage service provider, who provisions and manages the underlying NBN, mobile, and voice infrastructure on our behalf, and who handles billing and invoicing directly;
• nbn co — as required to provision and maintain your NBN connection;
• Telstra Wholesale — as the underlying mobile network operator for our mobile services;
• Resend — our transactional email service provider, used solely to deliver account-related emails (signup confirmations, service updates, password resets);
• Government bodies or law enforcement, where required or authorised by law; and
• Professional advisors (such as our accountants or lawyers) where reasonably necessary for us to obtain advice.

We do not sell your personal information to third parties.

5. Overseas disclosure

Some of our service providers (including Resend, and the underlying infrastructure providers for our website hosting) may store or process data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure those providers handle your information in a manner consistent with the Australian Privacy Principles.

6. Data security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure, including:

• Storing passwords using industry-standard one-way cryptographic hashing (bcrypt) — we cannot see or recover your actual password;
• Encrypting data in transit using HTTPS/TLS across our website and customer portal;
• Restricting access to customer data to authorised personnel only; and
• Using rate limiting and other technical controls to protect against automated attacks on our login and account creation systems.

No method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

7. Cookies

Our website uses session cookies necessary for authentication (keeping you logged in to the customer or admin portal) and may use analytics cookies to help us understand how visitors use our site. You can disable cookies through your browser settings, though this may affect your ability to use certain features, such as logging in to the customer portal.

8. Access and correction

You have the right to access the personal information we hold about you and to request corrections if it is inaccurate, out of date, or incomplete. You can update most of your contact details directly through the customer portal, or contact us at the details below for any other requests.

9. Data retention

We retain personal information for as long as necessary to provide our services and to comply with our legal, accounting, and regulatory obligations. If you close your account, we will retain records as required by law (for example, billing records for taxation purposes) but will otherwise take reasonable steps to delete or de-identify personal information that is no longer needed.

10. Complaints

If you have a concern about how we've handled your personal information, please contact us using the details below. We will investigate and respond to your complaint within a reasonable timeframe. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised "last updated" date.

12. Contact us

If you have any questions about this Privacy Policy or wish to exercise any of your rights, please contact us:

• Email: support@coastalvoiceanddata.com.au
• Business: Coastal Voice and Data Pty Ltd (ABN 58 841 663 402)