1. About this policy
This policy explains how LMC IT Pty Ltd trading as Connext Internet (ABN 15 682 391 224) — "we", "us", "our" — collects, holds, uses and discloses your personal information. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and as a telecommunications provider we are also subject to obligations under the Telecommunications Act 1997 and the Telecommunications Consumer Protections (TCP) Code.
By using our website or services, you agree to the handling of your information as described here.
2. Information we collect
The information we collect depends on your relationship with us:
- Identity and contact details — name, residential and service address, postal address, email address, phone numbers, and date of birth.
- Identity verification — where we are required to verify your identity before providing a service, we may collect details from identity documents (such as a driver licence or passport number).
- Billing and payment information — billing address, payment method and transaction history. Card details are captured and stored by our payment provider, not by us (see section 5).
- Service and usage information — the services you hold, your service address qualification results, data usage volumes, call and message records, network and device identifiers, IP addresses and connection logs.
- Correspondence — enquiries, support requests and records of your contact with us.
- Website information — pages visited, referring pages, browser and device information, and similar analytics data.
3. How we collect it
We collect information directly from you when you complete a form on our website, place an order, contact us, or use our services. We also collect information generated automatically as you use a service (such as usage records from our wholesale network partners), and occasionally from third parties such as credit reporting bodies or your previous provider during a service transfer.
4. Why we collect and use it
- To assess applications, verify identity and check service availability at your address.
- To provide, provision, maintain and support your services.
- To bill you, take payment, and manage overdue amounts.
- To respond to your enquiries and provide customer support.
- To meet legal and regulatory obligations, including law enforcement requests made under lawful authority.
- To improve our services, and (where you have not opted out) to tell you about products and offers that may interest you.
You can opt out of marketing communications at any time using the unsubscribe link in any marketing email, or by contacting us. Opting out does not affect service-related messages, which we must still send you.
5. Who we disclose it to
We disclose personal information to third parties where necessary to provide your service, including:
- Wholesale network providers — including NBN Co and our mobile network wholesaler, to provision and support your service.
- Payment processors — our payment gateway processes and stores your card details. Card numbers are encrypted in your browser before transmission and are not stored on our systems.
- Billing and support platforms — the systems we use to manage accounts, invoices and email delivery.
- Credit reporting bodies — where we assess creditworthiness or report a payment default, in accordance with Part IIIA of the Privacy Act.
- Professional advisers, and law enforcement or government agencies — where required or authorised by law.
Some of these providers may store or process information outside Australia. Where that occurs we take reasonable steps to ensure the recipient handles your information consistently with the APPs.
6. Data retention
We keep personal information only as long as we need it, or as long as the law requires. As a telecommunications provider we are required to retain certain service and communications metadata for a minimum of two years under the mandatory data retention scheme in Part 5-1A of the Telecommunications (Interception and Access) Act 1979. Billing and account records are generally kept for at least seven years to meet taxation and record-keeping obligations. When information is no longer required, we take reasonable steps to destroy or de-identify it.
7. How we protect it
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include encrypted connections to our website and customer portal, encryption of card data in your browser before it reaches us, restricted access to systems on a need-to-know basis, and authentication controls on portal accounts.
No method of transmission or storage is completely secure. If we become aware of a data breach likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.
8. Cookies and website analytics
Our website uses cookies and similar technologies to keep you signed in to the customer portal, remember your preferences, and understand how the site is used. You can control or delete cookies through your browser settings, but some parts of the portal will not work without them.
9. Accessing and correcting your information
You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details in section 11. We will respond within a reasonable period. There is no charge for making a request, though we may charge a reasonable fee for the cost of providing access in some circumstances. If we refuse a request, we will tell you why in writing.
10. Complaints
If you believe we have mishandled your personal information, please contact us first using the details below so we can try to resolve it. We will acknowledge your complaint and aim to resolve it promptly.
If you are not satisfied with our response, you can escalate to:
- The Telecommunications Industry Ombudsman (TIO) — 1800 062 058 or tio.com.au
- The Office of the Australian Information Commissioner (OAIC) — 1300 363 992 or oaic.gov.au
11. Contact us
Privacy Officer
LMC IT Pty Ltd trading as Connext Internet
ABN 15 682 391 224
Email: [email protected]
Phone: 08 9129 4455
12. Changes to this policy
We may update this policy from time to time. The current version is always available on this page, and the date at the top shows when it was last changed. Where changes are significant, we will take reasonable steps to notify you.