Privacy Policy

Ozetel Pty Ltd | ABN 54 113 332 308
Phone: 1300 OZETEL (693 835) | Email: info@ozetel.com.au

This policy explains how Ozetel manages personal information under the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable telecommunications laws.

1. Personal information we collect

• Contact and identity information, such as name, business name, email address, telephone number, postal or service address and account identifiers.
• Account and authority information, including authorised representatives, account ownership and records used to verify identity or authority.
• Payment and billing information, including payment-method details or tokens, transaction and top-up records, invoices, payment verification and chargeback information.
• Telecommunications and service information, including service numbers, call detail records, SMS metadata and, where the relevant service provides it, message content, voicemail, recordings, routing/configuration information and service usage.
• Technical and security information, including IP addresses, device/application information, authentication and diagnostic logs, SIP/API/portal activity, fraud/security indicators and network events.
• Customer-support, complaint and correspondence records, including emails, call notes and documents supplied to us.
• Government-issued identification or other verification material where reasonably required. We aim to collect only information reasonably necessary for the verification purpose and may permit irrelevant document information to be redacted.

2. How we collect information

• We collect information directly from customers and their representatives, through our website, portals, applications, service use, support interactions, orders and payment processes.
• We may also receive information from carriers, wholesalers, payment providers, identity/payment verification sources, technology providers, regulators, the TIO, law-enforcement bodies and other parties where authorised or permitted by law.

3. Cookies and website analytics

• Our website uses cookies and similar technologies, including tag management and website analytics tools, to operate the site, remember preferences, measure traffic and understand how visitors use our pages.
• Information collected this way is generally limited to website usage data, such as pages viewed, referring pages, approximate location derived from an IP address, device and browser type, and interactions with page content. We use it to maintain, secure and improve the website.
• Some of these tools are provided by third parties that process the information on our behalf under their own terms. Where such a provider sets its own cookies or identifiers, that provider may also receive the website usage information described above.
• You can control or block cookies through your browser settings, and most browsers allow existing cookies to be deleted. Blocking some cookies may affect how parts of the website function.
• Website analytics information is held separately from the telecommunications and account records described elsewhere in this policy, and is not used to make decisions about an individual customer account.

4. Why we use and disclose information

• To provide, activate, route, bill, support and administer telecommunications services.
• To authenticate customers and representatives and verify identity, authority, account ownership and payment methods.
• To process payments, top-ups, refunds, chargebacks and debt recovery.
• To operate, secure, troubleshoot and improve networks, platforms and applications.
• To detect, prevent and investigate fraud, scams, unlawful or abusive traffic, compromised accounts, payment irregularities and security incidents.
• To respond to support requests, complaints, disputes and TIO matters.
• To meet carrier, numbering, porting, emergency-service, regulatory, legal, record-keeping and law-enforcement obligations.
• To communicate service, billing, security and administrative information, and marketing where permitted by law.

5. Service providers and disclosures

• Ozetel may disclose relevant information to telecommunications carriers and wholesalers, payment providers, hosting/cloud providers, technology contractors and professional advisers where reasonably necessary to provide or protect the Services.
• Ozetel may disclose information to ACMA, the TIO, police, courts and other competent authorities where required or authorised by law or reasonably necessary for a lawful regulatory, security or fraud-prevention purpose.
• Ozetel does not sell personal information to advertisers.

6. Storage and security

• Ozetel uses reasonable technical and organisational safeguards appropriate to the information and Services. Core customer/service systems are operated in Australia, including infrastructure in Australian data centres and Australian cloud regions used for relevant services.
• Third-party platforms may process limited information needed to provide their function. Ozetel seeks to configure Australian regions where reasonably available for services involving customer content.
• No security control can guarantee absolute security. Customers must also protect their credentials and promptly report suspected compromise.

7. Retention

• We retain information for as long as reasonably required for service delivery, billing, security, fraud prevention, complaints, disputes, legal/regulatory obligations and legitimate business record keeping.
• Retention periods vary by record type and system. Some customer-controlled content, such as certain voicemail or messaging content, may be retained until the customer deletes it or a configured retention setting applies. Backups may persist for a limited period after deletion.
• We may preserve relevant records for longer where reasonably required for an investigation, dispute, complaint, legal hold or regulatory/law-enforcement matter.

8. Access and correction

You may request access to personal information we hold about you or ask us to correct inaccurate information by contacting info@ozetel.com.au. We may need to verify your identity or authority before responding. Exceptions permitted by law may apply.

9. Privacy complaints

If you have a privacy concern, contact info@ozetel.com.au or 1300 OZETEL (693 835). We will investigate and respond in accordance with applicable law. You may also have the right to complain to the Office of the Australian Information Commissioner.

10. Automated decisions

• Ozetel may use automated tools to identify unusual usage, security events, payment risk or potential fraud and to assist staff in deciding whether further review, verification or protective action is required. Ozetel does not rely on this clause to avoid human review where required by law.
• From 10 December 2026, additional Privacy Act requirements apply where a computer program uses personal information in making, or doing something substantially and directly related to making, a decision that could reasonably be expected to significantly affect an individual's rights or interests. Ozetel will maintain this policy to reflect any such arrangements that apply to its operations.

11. Contact

Ozetel Pty Ltd, ABN 54 113 332 308.
Email: info@ozetel.com.au
Phone: 1300 OZETEL (693 835)
Current postal contact details will be published on the Ozetel website when applicable.