Privacy Policy

1. About this policy

Bellmax One Pty Ltd (ABN 15 682 722 578) operates three customer-facing divisions — Bellmax One (business managed IT and telco services), Bellmax Connect (residential nbn, mobile and home phone) and Bellmax Technology (Central Coast home IT support). This policy applies across all three, and to bellmax.com.au and any related Bellmax site.

We're committed to handling personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as our obligations as a telecommunications carriage service provider under the Telecommunications Act 1997 and the Telecommunications Consumer Protections (TCP) Code.

2. What personal information we collect

Depending on which of our services you use, we may collect:

• Name, date of birth, residential and postal address, email and phone numbers
• Billing and payment details (bank/card details are processed by our payment providers, not stored by us in full)
• Identity verification information required for number porting or credit assessment
• Service and usage records — for example call detail records (CDRs), data usage, service fault and support history
• Device and technical information relevant to supporting your service (device type, IP address, modem/router details, network diagnostics)
• Details you provide when contacting us — enquiries, support tickets, call recordings for quality and training purposes, and site notes from technician visits
• Credit-related information where relevant to assessing a business or residential telco application (see section 8)

3. How we collect it

We generally collect personal information directly from you — through our website's contact and sign-up forms, over the phone, by email, or in person during a home or business visit. We may also collect information from:

• Your previous provider, when porting a phone number to us
• Credit reporting bodies, for credit assessment where relevant
• Publicly available sources, where reasonably necessary for our business (for example, prospecting for new business customers)
• Cookies and similar technologies on our website, for basic site analytics

4. Why we collect, hold, use and disclose personal information

We collect and use personal information to:

• Provide, set up, maintain and support the services you've asked for (nbn, mobile, home phone, hosted phone, SIP trunks, managed IT and related services)
• Bill you accurately and manage payments, including Direct Debit arrangements
• Respond to enquiries, complaints and support requests
• Meet our legal and regulatory obligations as a telecommunications provider, including number porting, emergency call location services, and lawful requests from government and law enforcement agencies
• Improve our services, network planning and customer experience
• With your consent, let you know about other Bellmax products or offers that may interest you

5. The Integrated Public Number Database (IPND)

As a telecommunications carriage service provider, we're required by law to submit certain customer and phone number information (name, address, and phone number, and whether your number is listed or unlisted) to the Integrated Public Number Database (IPND). The IPND is used for purposes including emergency call services (Triple Zero), directory assistance, and by law enforcement and emergency services agencies. If you'd like your number to be silent/unlisted, let us know and we'll mark it accordingly, though it may still be provided to emergency services when required.

6. Who we disclose personal information to

We may disclose personal information to:

• Bellmax's own divisions (Bellmax One, Bellmax Connect, Bellmax Technology), which share the same ABN and systems
• Wholesale carriers, carriage service providers and network partners we use to deliver your service (for example nbn wholesale providers, mobile network operators, SIP/voice carriers)
• IT platforms and software we use to run our business (billing and provisioning systems, remote monitoring and support tools, email delivery providers)
• Payment processors, for processing payments and Direct Debit
• Credit reporting bodies and debt collection agencies, where relevant to assessing an application or recovering an unpaid debt
• Government agencies, regulators, law enforcement and emergency services, where required or authorised by law
• Our professional advisers (accountants, lawyers), where reasonably necessary

We don't sell your personal information, and we don't disclose it to third parties for their own marketing purposes without your consent.

7. Overseas disclosure

Some of the platforms and service providers we use to run Bellmax may store or process information on servers located outside Australia (for example, cloud-hosted software and email delivery infrastructure). Where this occurs, we take reasonable steps to ensure those providers protect personal information consistently with the Australian Privacy Principles.

8. Credit-related information

Where you apply for a business telco or IT service on account terms, we may collect and use credit-related information, including obtaining a credit report from a credit reporting body, to assess your application. We handle this information in accordance with Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code.

9. Data quality and security

We take reasonable steps to keep the personal information we hold accurate, up to date and secure, including access controls on our systems, secure storage of records, and limiting access to staff who need it to do their job. No system is completely secure, but we work to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure.

10. Direct marketing

We may contact you with information about Bellmax products and offers we think may be relevant to you. You can opt out of direct marketing at any time by contacting us or using the unsubscribe link in any marketing email — this won't affect service-related communications about your existing plan.

11. Accessing and correcting your information

You can ask us for access to the personal information we hold about you, or ask us to correct it if it's wrong, by contacting us using the details below. We'll respond within a reasonable time. In some limited circumstances permitted by law, we may need to decline a request for access — if so, we'll explain why.

12. Privacy complaints

If you have a concern about how we've handled your personal information, contact us first using the details below and we'll investigate and respond. If you're not satisfied with our response, you can escalate your complaint to:

Telecommunications-specific complaints	Telecommunications Industry Ombudsman (TIO) — 1800 062 058 · www.tio.com.au
General privacy complaints	Office of the Australian Information Commissioner (OAIC) — 1300 363 992 · www.oaic.gov.au

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or the law. The current version is always published on this page with an updated effective date.

14. Contact us