Privacy Policy

1.1 Who this policy applies to

This policy applies to customers, prospective customers, authorised representatives, website visitors, account users and other people whose personal information we handle in connection with Miyzon.

1.2 What is personal information

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. Some information may be sensitive information and is subject to additional protections under privacy law.

The information we collect depends on the products and services you use and how you interact with us. It may include:

• Identity information: your name, date of birth and information used to verify your identity where verification is required;
• Contact information: email address, phone number, residential address, service address and postal address;
• Account information: account number, authorised contacts, account preferences and records relating to your relationship with us;
• Service information: the services you order, plan details, service identifiers, connection technology, installation details and service status;
• Billing and payment information: invoices, payment status, billing history and limited payment information received from payment providers;
• Network and usage information: IP addresses, connection times, data usage, call records where applicable, diagnostics, fault information and technical logs;
• Equipment information: modem, router, handset or other device details relevant to providing or supporting the service;
• Communications: emails, messages, support requests, complaints and notes about your interactions with us; and
• Website and portal information: browser, device, security, session and analytics information generated when you use our digital services.

Payment information

Depending on the payment method you choose, payment details may be collected directly by a payment provider rather than by Miyzon. We may receive a payment token, mandate reference, transaction identifier, payment status and limited account or card information needed to manage billing.

We usually collect personal information in the following ways:

• directly from you when you enquire, order, contact us, use a portal or update your account;
• from a person you have authorised to act for you;
• automatically when you use our website, portals, network or services;
• from nbn, carriers, wholesale providers and service partners involved in provisioning or supporting your service;
• from payment, identity verification, fraud prevention or technology providers where relevant; and
• from regulators, public sources or other third parties where collection is authorised or required by law.

If you do not provide information we reasonably need, we may not be able to verify your identity, process an order, provide a service, take payment or assist with an account request.

We may use personal information to:

• assess service availability and process orders;
• activate, provision, manage and support telecommunications services;
• verify identity and protect customers against fraud or unauthorised account activity;
• bill you, process payments and manage amounts owing;
• investigate faults, outages, complaints and service performance;
• communicate with you about your service, account, invoices, maintenance and outages;
• operate, secure and improve our website, portals, systems and network services;
• maintain business, accounting and regulatory records;
• comply with legal and regulatory obligations; and
• send marketing communications where permitted by law and in accordance with your preferences.

We may disclose personal information where reasonably necessary to provide services, operate our business or comply with law. Recipients may include:

• nbn, carriers and wholesale telecommunications providers involved in supplying or supporting your service;
• payment providers and financial institutions used to process or reconcile payments;
• technology, hosting, security, email and communications providers that support our systems and customer communications;
• equipment, delivery and installation providers where required to fulfil an order or service request;
• professional advisers, insurers, auditors and debt recovery providers where reasonably necessary;
• government agencies, regulators, law enforcement bodies and courts where disclosure is required or authorised by law; and
• another party involved in a business transfer or restructure, subject to applicable privacy requirements.

Telephone number information

If we provide you with a public telephone number, we may be required to provide certain information to the Integrated Public Number Database or other telecommunications databases in accordance with applicable law. This information may be available to authorised users such as emergency services and law enforcement agencies.

Some technology, cloud, payment or service providers we use may store or process information outside Australia. The countries involved can change depending on the provider and service being used.

Where required by Australian privacy law, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable privacy requirements.

7.1 Direct marketing

We may send you information about Miyzon products, services, offers or updates where you have consented or where we are otherwise permitted to do so.

You can opt out of marketing communications at any time using the unsubscribe option provided in the message or by contacting us. We may still send service, billing, security or other non-marketing communications that are necessary to manage your account.

7.2 Cookies and similar technologies

Our website and portals may use cookies, local storage and similar technologies to operate securely, remember preferences, understand how our digital services are used and improve performance.

You can control many cookies through your browser settings. Blocking some cookies may affect website or portal functionality.

8.1 Keeping information secure

We take reasonable technical, organisational and access-control measures to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

No system or transmission method is completely secure, so we cannot guarantee absolute security. If an eligible data breach occurs, we will take the steps required by applicable law, including notification where required.

8.2 Safety-sensitive information

If you tell us that you are experiencing domestic, family or sexual violence, we will take additional care with your account, contact information and communications. We will use the safe communication method agreed with you and apply the privacy and security protections required by the applicable telecommunications DFSV rules.

More information is available on our Domestic, Family & Sexual Violence Support page.

8.3 How long we keep information

We retain personal information for as long as reasonably needed for the purpose for which it was collected, to provide and support services, resolve disputes, maintain business records and meet legal, tax, accounting and telecommunications obligations.

When information is no longer required, we take reasonable steps to destroy it or de-identify it, subject to any legal requirement to retain it.

You may ask to access personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before processing a request. In some circumstances the law allows us to refuse access or correction. If that happens, we will explain our decision where required.

You can also update certain account and contact information through the customer portal where that functionality is available.

10.1 Privacy questions or complaints

If you have a question about this Privacy Policy, want to exercise a privacy right or believe we have mishandled your personal information, contact Miyzon and tell us what has happened.

You can contact us at privacy@miyzon.com.au or on 1300 064 151.

We will investigate privacy complaints and respond within a reasonable period. If you are not satisfied with our response, you may be able to complain to the Office of the Australian Information Commissioner or, for an eligible telecommunications complaint, the Telecommunications Industry Ombudsman.

10.2 Changes to this policy

We may update this Privacy Policy when our services, systems, business practices or legal obligations change. The current version will be published on this page with its latest update date.