Privacy Policy

We are required to comply with the Privacy Act 1988 (Cth) and are bound by the Australian Privacy Principles (“APPs”) set out in this Act. The APPs establish minimum standards for the collection, use, disclosure and handling of personal information. They apply to personal information in any form; including written, verbal, and digital forms. The APPs can be accessed at the website of the office of the Australian Information Commissioner: www.oaic.gov.au.

Other Australian laws protecting personal information which we need to comply with include the Telecommunications Act 1997 (Cth), Spam Act 2010 (Cth), Do Not Call Register Act 2006 (Cth), data retention laws and State legislation relating to health records.

In this privacy policy, unless the context otherwise requires:

We collect personal information about individuals who are our:

This privacy policy does not apply to any employee records of an individual (as defined in the Privacy Act 1988 (Cth)) as it relates to an individual’s current or former employment with us.

In some situations, customers and other individuals may be able to deal with us anonymously or using a pseudonym. For example, you can make a general inquiry to one of our call centres without providing any personal information. You may also make a complaint or log a service fault anonymously, unless the inquiry or complaint relates to a particular account.

However, please note that if you do not wish to be identified, we may not be able to provide the information or assistance you require.

We only collect personal information where it is reasonably necessary for our functions or activities as required by law. This includes:

We also collect information about the way our customers use our products and services. This includes information about:

We collect information about you directly and via our agents, service providers, commercial partners and affiliates. We may collect personal information through:

1. our call centres,
2. our websites, or websites operated by our affiliates,
3. our social media platforms such as Twitter/X, Instagram, LinkedIn and Facebook,
4. our door-to-door sales and kiosks,
5. the purchase of marketing lists, databases and data aggregation service, and
6. any recruitment agency or consultant which has been engaged to assist with your job application.

Before collecting any personal information, we will make an objective determination as to whether the person involved would be able to provide informed consent to the use of their personal information.

We have adopted the position proposed by the Privacy Commissioner that a young person is able to give their consent when he or she has a sufficient understanding and maturity to understand what is being proposed.

We will ask for your consent when collecting your information from any third parties. In such situations, please note:

We collect personal information in order to:

1. provide products and services to customers,
2. manage and administer the products and services we provide, including for internal operational purposes, billing and credit control purposes (which may involve identity verification, credit checking, assessing entitlement to concessions, supplying and servicing a product, connecting and administering a service, billing and collection in relation to the service and investigating and rectifying complaints or faults),
3. administer and manage our relationships with suppliers, customers and shareholders, including for billing, credit control and investor purposes,
4. inform customers about changes and improvements in our products and services,
5. create aggregate data through demographic profiling and statistical analysis of the database, and to allow for more efficient operations of our business,
6. market our products and services to customers,
7. market products and services from our affiliated entities to customers,
8. market third party products and services to customers,
9. manage job applications,
10. manage relationships with our staff, contractors, agents, affiliates and service providers,
11. establish, exercise or defend any legal claims, and
12. comply with our legal obligations.

We need to use personal information for most of our business activities, although the information we require depends on the circumstances.

If we are unable to collect the personal information we need, we may be unable to meet the expectations of our customers or provide the products and services they wish to receive.

The personal information we collect may be shared with our Vocus Group for the purposes outlined above.

We or our trusted commercial partners may send you direct marketing communications.

Direct marketing communications may be sent via post, e-mail, telephone, social media sites, or other means.

We will only collect, use, or disclose personal information for direct marketing purposes with your consent. We may use your personal information for direct marketing purposes for a reasonable period after you cease to acquire products or services from us.

Where we cannot practically obtain your consent to collect, use, or disclose personal information for direct marketing purposes, we will:

1. include an ‘unsubscribe’ facility so you can unsubscribe from the mailing list at any time,
2. provide details for you to opt out of receiving further direct marketing communications sent from us, and
3. include a prominent statement about the fact that you may make such a request.

Please note that unsubscribing from the mailing list will not prevent you from receiving essential service communications, such as notifications regarding network outages, emergency updates, invoices, and similar matters.

We may disclose personal information about you to a range of third parties for the following purposes:

Personal information we obtain in connection with the provision of telecommunications services may be disclosed in accordance with:

Personal information we obtain in connection with the provision of electricity and gas services may be disclosed in accordance with:

We may also disclose personal information if required by law.

We disclose some personal information to persons or organisations that are outside of Australia, such as:

We may also supply customer credit history and information that we receive from our external credit reporting organisations to third parties located outside of Australia in order to perform credit-related activities and manage customer services.

Federal Government and Defence-related customer data is not disclosed or transferred outside Australia.

We recognise the importance of protecting your personal information and of ensuring that it is complete, accurate, up-to-date and relevant.

When you call us in relation to your account or service, we will:

1. complete an ID check to verify your identity,
2. check the details we hold about you are correct and to update them if required, and
3. initiate checks on an annual basis for some safety-critical information, like medical information, which is required to maintain secure power supply or ensure priority assistance.

We have documented processes for verifying personal information collected for particular transactions, such as proof of occupancy, change of occupier, and priority assistance. Our staff are trained to properly handle the different types of information they receive, particularly sensitive information. We have quality assurance measures in place to monitor calls to ensure that our processes are being followed.

While some of the personal information we collect is stored in hardcopy form, most personal information is stored in electronic databases.

We have extensive processes in place to ensure that our information systems and files are kept secure from unauthorised access and interference.

We have contractual arrangements in place with our employees and commercial partners which require them to treat personal information as confidential and to comply with applicable privacy law. We require third parties who are outside of Australia to handle the personal information we transfer to them with the same level of protection as would apply to the information within Australia.

You have a right to access personal information we hold about you. You are also entitled to ask us to provide you with the details we have provided about you to the IPND. You can do this by contacting us and we will provide you with the information within a reasonable time (usually 20 business days).

If your request to access personal information is particularly complex or requires detailed searching of our records, the Privacy Act 1988 (Cth) permits us to charge you a cost to provide you with this information.

We will provide access to the information held about an individual, including for the purposes of correcting or updating that information, unless there is an exception which applies under the APPs.

You have a right to ask us to correct information we hold about you if it contains errors or is out of date, incomplete, irrelevant or misleading.

We will make the corrections, provided that any changes are in line with IPND requirements. We do not charge you to access or correct your information in the IPND.

You may contact our Privacy Officer at the details provided below if you would like to:

1. complain about a breach of the APPs.
   The Privacy Officer will investigate your complaint and notify you of the outcome within a reasonable period of time (usually 30 days). If you disagree with our decision, you may refer your complaint to the Office of the Australian Information Commissioner (“OAIC”) by visiting www.oaic.gov.au.,
2. request for further information on the way we manage personal information,
3. request access to your personal information, or
4. correct your personal information.

Privacy Officer
Attention: The Privacy Officer
Email: privacy@vocus.com.au
Address: 452 Flinders Street, Melbourne VIC 3000

If you believe that we have acted in a manner that breaches the APPs or the Privacy Act 1988 (Cth), we recommend that you contact us first. The Privacy Officer will investigate your complaint and notify you of the outcome. If you are dissatisfied with the outcome of your complaint, or you do not receive a response to your complaint within 30 days, you may submit a complaint to the OAIC, which must be made in writing.

If your complaint relates to our handling of personal information in relation to your telephone or internet service, you may submit your complaint to the TIO, whose details can be found at www.tio.com.au.

If this privacy policy does not provide the information you require about how we deal with personal information or you have any questions or comments, please feel free to contact the Privacy Officer at the details provided above.

We may review and revise our privacy policy from time to time as may be required to reflect changes to law, regulation, codes or our privacy practices.

We may notify you about changes to this privacy policy by posting an updated version on our website. Please check our website from time to time to ensure you are familiar with our latest privacy policy.

Our privacy policy was last updated on 21 October 2025.