This is important information we need to share with you, so we recommend taking the time to read through the details so you can get up to speed. It’s actually pretty interesting stuff!
If you are an Australian consumer, the Policy explains how we collect your personal information, what we do with it and, most importantly, how it’s protected.
Why we collect personal information
We collect personal information from you when it is reasonably necessary for a business purpose.That means we collect it to supply you with the products you have asked for and to provide you with the best possible service.
Others reasons we collect personal information are to:
- Understand you, and how we can meet your needs now and in the future
- Develop or evaluate products
- Make ads more relevant to you
- Manage our business
- Comply with our legal obligations
The type of information we collect
Vividwireless collects personal information like your name, address, date of birth, gender, location, contact details, payment details, financial information, and information about how and where you purchase and use our products.
There are a few different ways we collect this info.
What we collect straight from you
We collect most personal information directly from you. For example, you might fill out a form or online or give it to one of our representatives on the phone.
Of course, you can choose not to provide your personal information or may just want to deal with us anonymously. If this happens, we may not be able to provide you with the product you’ve asked for or give you the level of service you expect.
What we collect while you are with us
We also collect personal information during our relationship with you. For example, we may collect personal information when you pay your bill, purchase products, or use our products or self?service channels.
What we collect from your online activity
- Site performance identifiers: these give us information about how our website is used. This helps us provide you with a more user-friendly experience.
- Analytics cookies: we use these to gather statistics about our site. For example, they help us monitor how many users are on the site and what sections are most popular.
- Advertising cookies: we use these cookies to improve our understanding of the kind of advertising that may be relevant to your aggregated segment.
It’s important to know you can clear cookies or digital identifiers from your device and also disable
future use of them by changing the security settings on your web browser. However, doing this might mean that parts of Vividwireless’ website may not work as it should.
What we collect from others
Other people might give us personal information about you. For example, family or friends might give us personal information for our Refer a Friend program. We will take reasonable steps to make sure you know we have your personal information and how we’ll handle it.
Insights from statistics and research
We aggregate and process personal information to generate new insights about our network, products and our customers.
Sensitive personal information
When we talk about sensitive information, we mean details about your race, ethnicity, politics, religious or philosophical beliefs, sexual preferences, health, genetics or criminal record.
Generally speaking, we don’t need sensitive information about you – it’s just none of our business.
There may be times when you choose to tell us about your health, such as if you or your authorised representative has asked us for email-only support due to hearing difficulties.
Remember, we’ll only collect this kind of information with your permission, and will only use it for the purpose for which you gave it to us.
Who we work with
Vividwireless is a member of the Optus Group and we may share your personal information within that Group. We also work with a number of other companies, and in certain circumstances may share personal information with them too.
The Optus Group
Different companies within the Optus Group provide different services. The Optus Group includes the parent company SingTel, SingTel Optus Pty Ltd and their subsidiaries.
We work with third parties to provide some types of sales, business and customer support. They may have access to systems that include your personal information. The companies are subject to strict controls that protect your information from unauthorised use or disclosure, and limit their access to your personal information to the extent necessary to do their job.
Access to personal information from overseas
Some of the parties mentioned above are located overseas, but again, we only give them secure access to the personal information they need to do their job. These overseas companies are involved in providing services like data storage and customer and technical support, and they do if from countries like the USA and Philippines.
Vividwireless maintains effective control of your information at all times, including ensuring that parties located overseas are subject to strict controls that limit access to your information to the extent strictly necessary to perform the relevant function and protect your information from unauthorised use and disclosure.
Legal obligations and other privacy exceptions
We give access to personal information where we are permitted or obliged to do so by Australian law. For example, in some circumstances we will use or disclose personal information to react to unlawful activity, serious misconduct, or to reduce or prevent a serious threat to life, health or safety. We are obliged to cooperate with law enforcement bodies in some circumstances. We may disclose personal information, including information about phone calls and service use, when we receive an access request or warrant that is authorised under Australian law.
We also give information about some of our telephone products to the Integrated Public Number Database, where it’s used to do things like write phone directories and assist with the dispatch of emergency services.
We will only disclose personal information to others if you’ve given us permission, or if the disclosure relates to the main reason we collected the information and you’d reasonably expect us to do so.
Everyone hates being bombarded with ads for things they don’t need or have any interest in. Vividwireless may use your personal information to send you advertising that is customised or more relevant to your characteristics or location. Vividwireless does this by phone and email.
Opting out of Advertising
You can opt out of direct marketing by vividwireless. We’ll make sure that any marketing emails or SMS we send you clearly tell you how you can opt out or you can tell our phone staff.
Of course, there are some types of marketing we can’t control on an individual basis, like online ads that are not targeted specifically to you.
Security is serious. We’re committed to protecting your info. Our security measures include:
- Firewalls and access logging tools that protect against unauthorised access to your data and our network
- Secure work environments and workflow systems that prevent unauthorised access and copying of your personal information
- Secure server and closed network environments
- Encryption of data in transit
- Virus scanning tools
- Management of access privileges, to ensure that only those who really need it can see your personal information
- Ongoing training and security reviews
These measures are robust, but security risks do change. We will remain vigilant in our efforts to protect your personal information.
How to access your personal information
If you ask us, we will usually give you access to the personal information we hold about you. We will always confirm your identity before giving access to your personal information.
You can ask for access by calling us on 1300 327 837. It will really help if you tell us what you’re looking for.
There are circumstances in Australian privacy laws where we may not give you access to the personal information we hold about you. For example, we can’t give you access if it would unreasonably affect someone else’s privacy or if giving access poses a serious threat to someone’s life, health or safety.
There is generally no cost for accessing the personal information we hold about you, unless the request is complex or resource intensive. If there is a charge, it will be reasonable and we will let you know what it is going to be so that you can agree to it before we go ahead.
Quality of Personal Information
We aim to keep the personal information we hold about you accurate, up-to-date and complete. If you think our records need to be corrected, please call us on 1300 327837 or check out your details within My Account at www.vividwireless.com.au/account/login.
We encourage you to update your details with us so we can deliver better service to you, and so the others we work with (like emergency services) have access to the information they need to do their job.
Getting in touch
We recognise that your personal information is important to you, so please let us know if you have any questions or concerns about this policy or our practices.
You can get in touch with us by:
phone: 1300 327837
mail: Vividwireless, PO BOX 397, North Ryde, NSW 1670
You can find out more about our complaint process and complaint handling policy at www.vividwireless.com.au/policies/complaint-handling-policy. If you make a complaint about privacy, we will acknowledge receipt of your complaint, and try to investigate and respond to you within 15 days. If you are unhappy with the outcome, you can lodge a complaint with the Telecommunications Industry Ombudsman.
Data Retention FAQ's
With the introduction of new data retention laws from October 13 2015, you may have some questions about how this data will be kept and who will have access to it. Click Here to view these FAQs that will help explain more about the changes to give you a better understanding of our obligations.
We’ll amend this policy if our practices change.
This version published on: 15-October-2015