We understand the importance of the Australian Privacy Principles (APPs) contained in the Privacy Amendment (Enhancing Privacy Protection) Act 2012 and Privacy Act 1988 (Cth) and are committed to ensuring the privacy of your Personal Information.
Further information on privacy in Australia and the APPs may be obtained by visiting the website of the Office of the Australian Information Commissioner at http://www.oaic.gov.au.
UNL is required to collect certain details of your personal information to legally provide you with telecommunications services and products (including mobile phones and broadband). This is stated in the Telecommunications Act 1997, particularly the Telecommunications (Service Provider – Identity Checks for Prepaid Mobile Carriage Services) Determination 2013.
We may also use personal information for other reasons, including:
Analytic, session and cookie tools
We use the information to maintain, secure and improve our websites and to enhance your experience when using our products. We use your specific data regarding your travel behaviour to better understand how people use our products and services and to offer location specific products to you. To that end, we may use aggregated, traffic behaviour, along with information from third parties to track usage trends and thereby improve our services. We may also use this aggregated information to develop reports that we may share with third party marketing partners and affiliates. Such usage and traffic information includes:
We may use your personal information to offer you products and services we believe may interest you, but we will not do so if you tell us not to. We will not sell your personal information to organisations' outside the Group. We may use your personal information within the Group so that the Group companies can offer you their products and services. We will only offer you products or services where we reasonably believe that they could be of interest or benefit to you. If you would rather not receive communications about our latest products and services, you can opt out by clicking on the unsubscribe link at the bottom of our emails. You can also contact us over the phone through the details provided at the end of this document. Please be aware that we will still need to send you essential information about your account, and/or changes to your service or plan.
You have no obligation to provide to us your personal information, but if you do not provide us with the information required, we may not be legally allowed to provide you with the products and/or services you want.
Personal Information, as defined in the privacy legislation, is information, or an opinion, in any form, and whether true or not, about an individual whose identity is apparent or can reasonably be ascertained from the information or opinion. In this context, “collect” means gather, acquire or obtain by any means, information in circumstances where the individual is identifiable or identified. Personal information also includes “Cookies”.
The amount and type of personal information that we collect and hold about you depends on the dealings you have with us and may include your name, age, date of birth, contact details such as phone, fax, email address and mobile phone number, physical address and delivery address, email address, information relating to payment for products or services including bank account and credit or debit card details your contact person at your bank or financial institution along with transactional information such as the type and quantity of products that you purchase, records of your communications and interactions with us regarding any call or message made or received through the service, behaviour relating to transactions, products, services and activity with our digital services and possibly information about your intended use of our product or service or product or service interests. When we conduct market research, we may also ask you for your opinion about products, services or staff. We treat these opinions as personal information.
We may also request information about your hotel room preferences, and frequent flyer and car rental program information. In the case of businesses, we may ask for information about the company, department or association making the purchase or setting up the account, the company and contact person details and the names of all directors, officers and if applicable senior management and employees.
The Privacy Act places restrictions on collecting sensitive personal information about you (this includes information about your religious views, ethnicity, political opinions, criminal records, or sexual preferences).Generally, we will not collect this sort of information unless needed to provide you with a specific product or service or if you are applying for a job with us and you have provided your consent for us to do so.
At any time, you can advise us that you wish to opt out of future contact by contacting us via phone or via the unsubscribe function in all our email or text marketing communications.
Where practical, we will collect personal information directly from you. We may do this through application forms, over the telephone, the internet, or in person when you visit our offices. When you use our telecommunication products, we will keep a record of your calls, SMS and data usage. This information will only be used to maintain the products and services that we offer to you, such as in cases where we need to troubleshoot a SIM card, phone, or broadband service. We may also collect personal information from other people. Sometimes this may happen without your direct involvement.
We collect Personal Information in a number of ways, including:
Each time you visit our websites, anonymous navigation information is collected by our servers. This information includes:
This provides us with information about how the web site is used and navigated, including the number of hits, the frequency of visits and the duration of visits to each web page on the site. It does not personally identify individual users. In addition, our websites, like many others, uses “cookies”. A cookie is a piece of information that the website sends to your browser and which is stored on your hard disk. A cookie helps to identify your browser to the website when you return to visit the site and identifies the previous requests your browser has made. This allows the site to be tailored to you on your return visits. Cookies cannot identify you personally.
We also collect general statistical information from our website, such as the number of visitors to the website, the number of pages viewed, the date, time and duration of visits and how the visitor came to the website. We may also collect Internet Protocol (IP) addresses and internet browser type. This information will not identify you. For more information, please read the section on cookies above. So that we can continue to offer you great offers and promotion information, we give you the opportunity to say yes to being contacted by us by e-mail or SMS. This is totally your choice and you can opt out of future contact whenever you want by contacting us via phone or via the unsubscribe function in all our email marketing communications to the preference centre.
Location-Based Information and services
We may collect information relating to your general location based on:
We may also be able to detect when your Personal Communication Device is activated as well as when and how you are using it. We may collect data to verify the information you provide manually and to provide you with location-based content and advertising. We may associate personally identifiable information with location-based information provided by you or your Personal Communication Device solely for our internal use and to improve your experience with the products.
By purchasing or requesting us to provide you with telecommunications services through the Global SIM, you allow us to use your mobile device’s location. We may use your location in the event of an emergency and as required by the Telecommunications Act 1997 (Cth) and other laws applicable to us. You understand that this service enables your Personal Communication Device’s location to be determined through cellular-based mobile networks and through Global Positioning Systems (GPS). Our location-based services allow us to contact you (for example in the event of an emergency) using metadata collected by us. You may be contacted via email, SMS, App notifications and USSD Messages.
We also provide Location-Based services in the form of Geo-Location Marketing. This service uses your Personal Communication Device’s location through cellular-based mobile networks and Global Positioning Systems (GPS). If you have agreed to marketing and promotions through geo-marketing, you allow us to use your location to market offers to you. You may choose to withdraw your consent at any time by opting out of geo-location marketing in your ‘My Account’ settings.
We may share your personal information with other companies within the Group. Your information is stored in Australia and in the United Kingdom but is also accessible to staff of companies in our Group that are located in Malaysia, New Zealand and Canada.
Sometimes we provide personal information about our customers to third parties outside our Group for the purposes set out in this policy. These may be located in Australia or overseas. The countries in which these companies are located include the United Kingdom, Italy, India, Malaysia, Canada, Hong Kong, Latvia and countries you are travelling to with your Global SIM. Generally, these are local or overseas third parties that resell, assist, support or facilitate our products or services or the operation of our business.
These may include:
We are required by law to disclose certain personal information about you (including your name, address, telephone number and address) to the operator of the Integrated Public Number Database (IPND). Personal information in the IPND is used to assist emergency services and safeguard national security. If you consent, information from the IPND may also be published in public directories or used by directory assistance.
We may also disclose your personal information to others outside United Networks Limited where:
To request your personal information, please contact us using the contact details provided at the end of this document. If you think your personal information may be inaccurate, incomplete or out of date, you can request it to be updated. We may not always be able to give you access to all the personal information we have about you. For instance, we may not be able to give you access to information that would reveal personal information about another person or would reveal a commercially sensitive decision-making process, that we are prevented by law from providing to you or that relates to existing or anticipated legal proceeding.
We will notify you in writing if we can not give you access to the information and why. We aim to respond to most requests for access within 30 days subject to some exceptions permitted by law. We may charge a fee to cover our reasonable costs of processing your request, locating the information and providing it to you.
We take all reasonable measures to ensure that the personal information we hold is accurate, complete and up-to-date. However, the accuracy of your information is largely dependent on what you provide us. To ensure that we have your most current and accurate personal information, please contact us when your information changes (e.g. if you change your name or move house).
If you ask us to correct personal information that we hold about you, or if we are satisfied that the personal information we hold is inaccurate, out of date, incomplete, irrelevant or misleading, we will take reasonable steps to correct that information to ensure that, having regard to the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading. If we correct personal information about you, and we have previously disclosed that information to another agency or organisation that is subject to the Privacy Act 1997, you may ask us to notify that other entity. If so, we will take reasonable steps to do so, unless this would be impracticable or unlawful. Where we decide not to make a requested correction and you disagree, you may ask us to make a note of your requested correction with the information.
In most cases, we expect that requests to correct information will be addressed within 30 days of receipt of the request. We will notify you in writing if we can not correct the information and why.
We will use up-to-date techniques and processes, which meet current industry standards, to protect your personal information from misuse, loss and unauthorised access, modification or disclosure. Access to your personal information will usually be limited to our Group’s employees and service providers who need your personal information to do their jobs.
Paper documents are protected from unauthorised access or use through various security systems that we have over our physical premises. We also maintain up-do-date computer and network security systems with appropriate firewalls, encryption technology and passwords to protect electronic copies of personal information.
We also require you to help us by complying with the security measures designed to protect your personal identification numbers and passwords. These are set out in the terms and conditions of your account. You may be able to limit your liability for unauthorised use of your account if you observe these requirements. Anyone who knows your account details, such as your account number, SIM phone number, username and password, etc. can access your account. You must keep your account details secure and only share these details with people you authorise to access and manage your UN and UGS account. We accept no responsibility for information disclosed to parties who know or use your username or password.
The privacy of your personal information is important to us and we are committed to protecting it. We have put in place a way of dealing with issues you might raise quickly and fairly. Please talk to us first. We aim to resolve your complaints within 48 hours. Please raise your complaints with any of our Customer Service Representatives. If the matter is more complex and our investigation may take longer, we will contact you and tell you when we expect to provide our response.
Head Office: United Networks Limited: Level 2, 100 William Street Woolloomooloo, NSW 2011
Phone: 1300 299 698 International: +61 2 9003 9555
Websites: www.unitednetworks.net.au, www.unitedglobalsim.com