Privacy Policy

The meaning of ‘personal information’ in this policy comes from The Privacy Act 1988 which, in general terms, defines personal information as information about an identified individual or a reasonably identifiable individual.

This is regardless of whether the information is an opinion or fact, is true or false, and includes its existence in any form (eg. spoken aloud, written down, or stored digitally).

Sensitive information is personal information that includes information or an opinion about an individual’s:

• Racial or ethnic origin
• Political opinions or associations
• Religious or philosophical beliefs
• Trade union membership or associations
• Sexual orientation or practices
• Criminal record
• Health or genetic information
• Some aspects of biometric information

The kind of information we collect from you will be determined by our relationship with you, including the kind of products or services you purchase from us.

Below are the main types of personal information we may collect:

• Identity information: This is the information required to set up your account; we collect it so we can verify you are who you say you are. This often includes, but is not limited to, your name, date of birth, email address, proof of identity, residential information (eg. rental lease and utility statements), and payment information.
  If you do not provide all or part of the personal information we require, we may be unable to provide you with certain services or supports. In some cases, this is because government regulations require us to collect and verify personal information (such as confirming your identity) before we can deliver those services.
  
  
• Website activity: This is information about visits to our websites that we collect for marketing and statistical purposes. We may use cookies (small files that are stored in your web browser) and similar technologies for these purposes – with the aim of improving the way we interact with you.
  
  
  • Some examples of the types of cookies we use or collect are:
    • Website Analytics Cookies: to understand aggregated website behaviour such as how many visitors are using our website, length of visit, where visitors are navigating, and what pages have been visited.
    • Online Advertising Cookies: to ensure our online advertising is more relevant to you and keep you from repeatedly seeing the same advertising from us.
  • The data we collect from cookies is anonymised and is not matched to any identified individual. We do not attempt to identify individuals, and the information is used in aggregated or de-identified form where possible. You can usually remove or block cookies and opt out of interest-based tracking by using the settings in your web browser application or mobile device, however it may affect your ability to use the website. Our websites use Google Analytics Advertising Features (including Remarking and Impression Reporting). These features make use of cookies and similar technology. In addition to making the advertisements you see interest-based, these features also allow our advertisements to be displayed to you when you are visiting other websites on the Google Display Network. Our use of these features does not result in Google or any other third party obtaining any of your personal information.
    
    
  • The Google Analytics opt-out browser add-on can be used to make sure your data isn’t being captured by Google Analytics, and you can also opt out from interest-based advertising when using Google products. If you opt out, you will still see advertising when using Google products, but it will not be interest-based advertising.
    
    
• Information about products and services you have with us: This may include technical information about your devices, for example:
  • Your hardware model
  • The serial number of your devices
  • The settings on your devices
• Information about how you use our products and services: This includes:
  • Information about your network usage
  • How you use our services to access the internet
  • Your location, or the location of your devices
  • Our network performance
• Information about prospective employees and contractors: Information contained in your applications or CV, identifiers such as tax file numbers, information recorded during the interview (where legally permissible).

Directly from you: We collect your personal information directly from you when you sign up for our services or sign up to receive news and offers. We also collect your personal information when you apply to work with us or when you make enquiries about our products or services.

Through an authorised representative or advocate: If you have authorised someone to communicate with us on your behalf without you present, we may collect your personal information from them. You can add or remove authorised representatives from your account at any time.

An advocate is someone you have given permission to speak on your behalf in the moment, perhaps while you’re on the phone with us. We may collect personal information from this person with your permission; however, we will not speak to them about your account without you present.

Automatically: We may automatically collect your personal information through means such as marketing or analytics cookies. For more information on what these are, see ‘what information we collect and hold’.

To provide you with products and services: To do this, we need to verify your identity and collect certain information so we can bill you for our products and services.

To make our services better: We use analytics and other intelligence techniques to gain insights into customer behaviour so we can improve our services. We also monitor network use, quality and performance to ensure everything is working as it should.

For direct marketing and communication: Unless you’ve opted out, we may use your personal information to send you direct marketing communications or to communicate with you about your account.

For those applying for roles with us, we may use your information to communicate with you regarding your application.

For compliance with laws: Sometimes we may be required by laws and industry-related codes and standards to collect your information in case we need to assist law enforcement agencies or provide access to emergency services.

You can access your personal information anytime through our secure Leaptel Members Portal or by getting in touch with us directly.

We do our best to keep the information we hold accurate and up to date. If your details change, you can update them easily through your Members Portal, by using our contact form, or by calling us on 1300 205 327.

You can also contact us if you’d like to view or correct the personal information we hold about you, or if you want to opt out of certain types of communication. We’ll always help you make sure your details stay current and correct.

Sometimes we may need to share your personal information with organisations outside Leaptel so we can deliver our services, meet legal obligations, or handle specific business needs. We only share what’s necessary and always aim to do so responsibly.

We may share your information with:

• Suppliers who help us provide your service
• Technicians or contractors working to identify or fix a fault with your service
• Credit reporting agencies or credit providers, if payments under our Customer Relationship Agreement remain unpaid
• Fraud-checking services to verify your details and help prevent fraudulent activity
• Debt collection agencies or others assisting with debt recovery
• Specialist contractors who help us improve our products and services through research or development
• Other communications companies for specific marketing campaigns
• Our professional advisers, such as accountants, auditors, and lawyers
• Other telecommunications or information service providers for billing or directory purposes (unless you have chosen a silent number)
• Your authorised representative or nominated contact person, as per your instructions
• Your legal representative, if you request it
• Government bodies, regulators, or organisations like the Telecommunications Industry Ombudsman (TIO), when required or permitted by law (for example, to the Integrated Public Number Database for directory services)
• Courts or other authorities if a valid court order requires disclosure
• Law enforcement agencies when we are legally required or permitted to do so

We will never sell your personal information, and we only share it for genuine business, legal, or service-related reasons.

We may occasionally share your personal information with trusted parts of our business located overseas, such as in the Philippines or Vietnam.

These teams are required to follow Leaptel’s privacy standards and are bound by strict limits on how they can use your information. In addition, both the Philippines and Vietnam have their own laws that apply to the protection of personal information.

We take your privacy seriously and aim to handle it properly every time. If you feel as though your personal information has been mishandled and we’ve breached our policy, reach out using the contact details below to raise any privacy issues or complaints. We’ll manage complaints in line with our Complaints Policy.