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.
• Where we share personal information with a service provider, we require it to protect that information in a manner consistent with this policy and to use it only to provide its service to us.

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, correction and deletion

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.

You may also ask us to delete personal information we hold about you, or to close your account, by contacting info@ozetel.com.au. We will delete or de-identify information we no longer need, except where we must keep it for the purposes described in section 7 (for example billing, regulatory or legal obligations). Information stored only on your own device by the Ozetel Phone app can be removed at any time using the "Delete my data" option in the app, or by uninstalling the app.

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. Ozetel Phone app

This section applies to the Ozetel Phone app for iPhone, Android, Mac and Windows. It adds to the rest of this policy, which also applies to the app.

• Signing in. The app is used with an Ozetel account and the sign-in details Ozetel provides. Accounts cannot be created in the app.
• Information the app handles to provide the service. Your account, extension and service settings; the numbers, names, times and durations of calls you make and receive (call history); SMS and chat messages you send and receive through Ozetel services; voicemail notifications; contacts you add in the app and your organisation's directory; and your status (for example Do Not Disturb). This information is exchanged with Ozetel's systems so the app works the same across your devices.
• Microphone and call audio. The app uses your microphone only while you are on a call, to carry your voice to the other party through Ozetel's network. The app does not record calls. Where a recording or voicemail service is enabled on your Ozetel service, it is provided by Ozetel's network as described in section 1.
• Device and diagnostic information. To keep calls working and to support you, the app sends Ozetel technical information about the device and app. This includes the device model, operating system and app version, a random identifier created when the app is installed, the notification, Do Not Disturb and permission settings relevant to calling, network type, audio devices and volume levels, and call-quality measurements. It is sent periodically while the app is running and when these settings change.
• Diagnostic logs and support. The app keeps technical logs on your device, which can include phone numbers and call-setup details. They are sent to Ozetel when you submit a support request from the app. To investigate a reported or detected fault, Ozetel support can also request these logs from the app remotely; they are then uploaded to our support system automatically. Logs are used only for support, troubleshooting and security, and are handled under section 7.
• Notifications. To alert you to incoming calls and messages while the app is closed, the app registers with Apple's push notification service on iPhone. The notification token and the call or message details needed to show the alert (such as the caller's number and name) pass through that service. Voice dialling with Siri, if you choose to use it, is processed by Apple under Apple's privacy policy.
• Permissions. The app asks for the permissions it needs: microphone (calls), notifications (incoming calls and messages), and, depending on the device, Bluetooth (headsets), local network, and Siri. You can change these in your device settings. Some features will not work without them.
• On your device. Call history, messages and other information the app stores on your device are encrypted and kept separately for each user who signs in on that device. This information stays on the device after you sign out, so it is there when you sign back in. You can remove it at any time with "Delete my data" in the app.
• No advertising or tracking. The app contains no advertising and no third-party analytics or advertising tools, does not track you across other companies' apps or websites, and does not sell personal information.
• Business service. The app is provided for Ozetel's business telecommunications services and is not directed to children.

12. 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.