Office.
12B/18 Groves Ave.
Mulgrave, NSW
Australia.
Tel: (02) 8806 3557
Em: info@sydneyict.net.au
Web: sydneyict.net.au
Effective date: July 23rd, 2018
Preface
Sydney ICT PTY LTD and our contractors, suppliers and affiliates (collectively known from hereon in as “Sydney ICT”, “We”, “Us” or “Our”) welcome you to our website https://sydneyict.net.au/ (the “Website”). Thank you for taking an interest in our products and services (the “Service” or “Services”).
Please read these Terms of Service carefully before using the Services. These Terms of Service apply to all users of the Services. If you are using the Services on behalf of an entity, organisation, or company, you represent and warrant that you have the authority to bind such organisation to these Terms of Service and you agree to be bound by these Terms of Service on behalf of such organisation. Agreeing to use the Services by clicking “Sign Up” constitutes your acceptance and agreement to be bound by these Terms of Service, and all other operating rules, policies and procedures that may be published from time to time on the Website by us, each of which is incorporated by reference and each of which may be modified from time to time without notice to you. You also acknowledge receipt of our Privacy Policy. If you ordered the Services on the Website, use the Website, or otherwise engage in any electronic transaction with respect to the Services, then you agree to receive any updates to our Privacy Policy by accessing the Website. By using our Website or purchasing our products or services, you agree that we may use and share your personal information in accordance with the terms of our Privacy Policy.
Sydney ICT reserves the right, at any time, to amend or modify these Terms of Service without prior notice to you; provided that if any alterations constitute a material change to these Terms of Service, Sydney ICT will notify you by posting an announcement on the Website. Any amendments or modifications will take effect immediately once they have been posted to the Website. By continuing to access or use the Services after any amendments have been made, you agree to be bound by any modifications made to the Terms of Service. For this reason, we encourage you to regularly review the Terms of Service. If you do not agree to any modifications, you must immediately stop using the Services.
1. Eligibility and Registration
2. Content
3. Acceptable Usage of the Services
4. Third Party Services
5. Billing
6. Payment
7. Default
8. Warranties
9. Limitation of Liability
10. Backups
11. Indemnification
12. Termination and Access
13. Disputes
14. Dispute Resolution
15. Metadata Collection
16. Changes to this Document
Effective date: April 26th, 2017
Preface
This Privacy Policy describes the policies and procedures of Sydney ICT and its affiliates (“Sydney ICT”, “we”, “our” or “us”) on the collection, use and disclosure of your information, including any Personal Information (as below), on www.sydneyict.net.au (the “Site”, “Website”, “Main Website”) and the services, features, content or applications we offer to users of our Site (collectively with the Site, the “Services”) This Privacy Policy, which is incorporated into and subject to the Sydney ICT Terms of Service, does not apply to information our Subscribers or customers may collect about individuals when using our Site, our Services, or any other functionality, product, or service offered by Sydney ICT.
We may collect and receive information about users of our Site and/or Services (“users”, “you” or “your”) from various sources, including: (i) through your user account on the Services (your “Account”) if you register for the Site and the Services; (ii) your use of the Services; and (iii) from third party websites and services. When you access or use the Services, you are consenting to the collection, transfer, manipulation, storage, disclosure and other uses of your information, including any Personal Information, as set out in this Privacy Policy.
Your personal information is stored on our systems using modern cryptography methods. All Employees and Contractors of Sydney ICT must abide by company policies which require that your Personal Information is not disclosed to external parties. However, we cannot fully eliminate any security risks associated with the collection, disclosure and storage of your Personal Information; mistakes and breaches are unfortunate and may occur. We do not guarantee or warrant that such techniques will prevent unauthorised access to information about you that we store, Personal Information or otherwise.
Please read this Privacy Policy carefully. Should you have any questions about this Privacy Policy or Sydney ICT’s data collection, use and disclosure practices, please contact us as set forth below.
What does this document cover?
Our company is operated in Sydney, Australia by Sydney ICT, a Proprietary Limited company (ABN: 47 616 570 373). This document outlines how we collect, use and distribute information from our clients when you view our Main Website or sign up to Services which we provide.
This document does not apply to the privacy practices of third parties that we do not own or control. This includes, but its not limited to, any third party websites, services, or applications and resources which this Site may link to (hereon in “Third Party Services”) or otherwise access through our Services. We do not take responsibility for, and cannot be held liable for the content or privacy practices of those Third Party Services. We recommend that you review the privacy policies of any Third Party Services you may access.
What information do we collect?
The information we collect allows us to personalise, improve and operate our Services effectively to suit you and your needs. You may voluntarily provide additional information about yourself to enable us to provide the information or Services you are requesting. We store the information you provide about yourself in order to provide you with information or Services you request. Such information, with the exception of any Personal Information, is stored for the lifetime of the database unless you specifically request that the information be removed. Any information you share with us will be shared between our employees and Contractors to the extent that is necessary to accommodate and complete your request or requests. Should the need arise where we require to share your information in a manner which isn’t permitted within this document, we will obtain your consent before progressing further.
We may collect the following types of information from our users, some of which will be Personal Information and some of which will not be Personal Information.
User Content and Account Information:
Some features of the Services may allow you to provide content to the Services that is not Personal Information. All such content submitted by you to the Services may be retained by us indefinitely, even after you terminate your Account. We may continue to disclose such content to third parties in a manner that does not reveal Personal Information, as described in this Privacy Policy.
As part of your Account information, Sydney ICT collects and stores information, including the full name, company name, billing address, email address, IP address, landing page, and referring URL, for all users upon registration and use of the Services. You acknowledge that this information may be personal to you, and by creating an Account on the Services and providing Personal Information to us, you allow us, our affiliates, our service providers and our contractors to identify you and, therefore, your use of the Services may not be anonymous.
Sydney ICT may process or store your Personal Information outside the jurisdiction in which you reside and, if it does so, your Personal Information will be governed by the privacy laws of the jurisdiction in which it is processed or stored and government and law enforcement agencies of that jurisdiction may be able to access such Personal Information without your consent. Wherever we are required to transfer your Personal Information, regardless of where this occurs, we will strive to take steps to ensure that your information is treated securely and in accordance with this Privacy Policy. Please note that your submission of information or use of our Services will be deemed by us to signify explicit consent on your part to such transfer of information to any part of the world.
Financial Information:
We use third party payment processing companies (“Payment Processors”) who collect and store financial information, such as your payment method (valid credit card number, type, expiration date or other financial information), and their use and storage of that information is governed by the Payment Processors’ applicable terms of service and privacy policy.
IP Address Information and Other Information Collected Automatically:
We may automatically receive and record information from your web browser when you interact with the Services, including your IP address. An IP address is a number assigned to you by your Internet service provider so you can access the Internet. We receive IP addresses in the normal course of the operation of our Site. We may automatically collect and record information about your use of features of our Services, about the functionality of our Services, and other information related to your interactions with the Services. We use the information we automatically collect and record to analyse trends, to administer, monitor and improve the Site and Services, to track users’ use of the Site and Services, and to gather broad demographic information for aggregate use. We do not use IP addresses to identify you personally or disclose them to others. This information is used for fighting spam/malware and also to facilitate collection of data concerning your interaction with the Services (e.g., what links you have clicked on).
Generally, the Services may automatically collect usage information, such as the number and frequency of visitors to the Site. We may use this data in aggregate form, that is, as a statistical measure, but not in a manner that would identify you personally. This type of aggregate data enables us and third parties authorized by us to figure out how often individuals use parts of the Services so that we can analyse and improve them.
Information Collected Using Cookies:
As is true of most web sites, we gather certain information automatically and store it in log files. This information may include internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. To collect this information, when you visit our Site, a “cookie” may be set on your computer. Cookies contain a small amount of information that allows our web servers to recognize you whenever you visit. We store information that we collect through cookies, log files and/or clear gifs to create “settings” regarding your preferences. We do not tie your Personal Information to information in these settings.
Our cookies do not, by themselves, contain Personal Information, and we do not combine the general information collected through cookies with other Personal Information to tell us who you are. We do not link cookie data to any Personal Information collected on our Site. We use cookie information, which does not identify individual users, to analyse trends, administer the website, track users’ movements and gather demographic information for aggregate use. No Personal Information is stored in cookies and we do not link collected data to Personal Information. Sydney ICT also may use cookies to enable our servers to recognize your web browser and tell us how and when you visit the Site and otherwise use the Services through the Internet.
Sydney ICT also uses Google Analytics, an analytics service provided by Google, Inc. (“Google”). Google Analytics uses cookies to collect non-identifying information, which may be transmitted to and stored by Google on servers in the United States and Australia. Google provides some additional privacy options described at www.google.com/policies/privacy/partners/ regarding Google Analytics cookies.
Many browsers have an option for disabling cookies, which may prevent your browser from accepting new cookies or enable selective use of cookies. A user who does not accept cookies from our Site may not be able to access certain areas of the Site.
Information Related to Advertising:
To support and enhance the Services, we may serve advertisements, and also allow third parties advertisements, through the Services. These advertisements are sometimes targeted and served to particular users. Sydney ICT may partner with third parties to display advertisements targeted to visitors of the Services. To do so, Sydney ICT stores a cookie for visitors for the purpose of displaying advertising.
Aggregate Information:
We may collect statistical information about how users use the Services (“Aggregate Information”). Some of this information may be derived from Personal Information. This statistical information is not Personal Information.
Children’s Privacy:
Protecting the privacy of children is especially important. For that reason, we do not collect or maintain information at our Site from those we know are under 13 years of age, and our Site is a general audience site not intended for users under the age of 13.
How is your information shared?
Summary of Information Sharing:
Except as described in this Privacy Policy, Sydney ICT will never intentionally share, sell, or rent individual Personal Information with anyone without your permission or unless ordered by a court of law.
Information submitted to us is only available and utilised by employees and systems responsible for providing services to our customers and to contracted service providers for the purposes of providing Services relating to our communications with you.
Sydney ICT may share your information with contracted service providers if sharing your information is necessary to provide a Service you have requested, as part of a joint sales promotion or to pass sales leads to one of our distribution partners, or to keep you up-to-date on product announcements, software updates, special offers or other information. If your information is shared with third parties, we will strive to only provide the information they need to deliver the Service. We will aim to restrict these companies from using your information for any other purpose, and you may choose not to have your information given to such a third party.
Sydney ICT’s employees and contracted service providers have been trained to handle such data properly and in accordance with our security protocols and strict standards of confidentiality. Although we cannot guarantee against any loss, misuse, unauthorised disclosure, alteration or destruction of data, we take reasonable precautions to prevent such unfortunate occurrences.
We will not otherwise use or disclose any of your Personal Information, except as described in this Privacy Policy, including, to the extent reasonably necessary: to correct technical problems and malfunctions and to technically process your information; to protect the security and integrity of our Site; to protect our rights and property and the rights and property of others; to take precautions against liability; to the extent required by law or to respond to judicial process; or to the extent permitted under other provisions of law, to provide information to law enforcement agencies or for an investigation on a matter related to public safety, or to effectuate the sale, merger, bankruptcy, or similar disposition of Sydney ICT or its assets.
Public Information About Your Activity on the Services:
Some of your activity on and through the Services may be public, such as content you post publicly on the Site or otherwise through the Services. By posting such information on the Site, you agree that it may be viewed and used by other users or otherwise. Please also remember that if you choose to provide Personal Information using certain public features of the Services, then that information is governed by the privacy settings of those particular features and may be publicly available. Individuals reading such information may use or disclose it to other individuals or entities without our control and without your knowledge, and search engines may index that information.
IP Address Information:
While we may collect and store IP address information, we do not make that information public. We may at times, however, share this information with our partners and service providers, and as otherwise specified in this Privacy Policy.
Information You Elect to Share:
You may access other Third Party Services through the Services, for example by clicking on links to those Third Party Services from within the Site. We are not responsible for the privacy policies and/or practices of these Third Party Services, and you are responsible for reading and understanding those Third Party Services’ privacy policies. This Privacy Policy only governs your Personal Information and other information collected on the Services.
Aggregate Information:
We may share Aggregate Information with our partners, service providers and other persons with whom we conduct business. We share this type of statistical data so that our partners can understand how and how often people use our Services and their services or websites, which facilitates improving both their services and how our Services interface with them. In addition, these third parties may share with us non-private, aggregated or otherwise non Personal Information about you that they have independently developed or acquired.
Email Communications with Us:
Sydney ICT may send occasional promotional materials to you via email. We try to respect your time and attention by controlling the frequency of our mailings. Each email sent contains an easy way for you to cease receiving email from us. If you wish to do this, simply follow the instructions found at the end of any email. If you have received unwanted, unsolicited email sent via this system or purporting to be sent via this system, please forward a copy of that email with your comments to support@sydneyict.net.au. Regardless, we reserve the right to contact you for informational or account-related purposes when we believe it is necessary.
Access to Payment Processor Information:
As stated above, we use Payment Processors to collect and store financial information. However, we may from time to time request and receive some of your financial information from our Payment Processors for the purposes of completing transactions you have initiated through the Services, protecting against or identifying possible fraudulent transactions, and otherwise as needed to manage our business.
Information Shared with Our Service Providers:
We employ and contract with people and other entities that perform certain tasks on our behalf (our “Service Providers”). We may need to share Personal Information with our Service Providers in order to provide products or services to you. Our Service Providers do not have any right to use Personal Information or other information we share with them beyond what is necessary to assist us in order to provide the products or services requested by you.
Information Disclosed Pursuant to Business Transfers:
Information about our users, including Personal Information, may be disclosed and otherwise transferred to an acquirer, successor, or assignee as part of any merger, acquisition, debt financing, sale of assets, or similar transaction, or in the event of an insolvency, bankruptcy, or receivership in which information is transferred to one or more third parties as one of our business assets. You acknowledge that such transfers may occur, and that any acquirer of us or our assets may continue to use your Personal Information as set forth in this Privacy Policy.
Information Disclosed for Our Protection and the Protection of Others:
We also reserve the right to access, read, preserve, and disclose any information as we reasonably believe is necessary to (i) satisfy any applicable law, regulation, legal process or governmental request, (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof, (iii) detect, prevent, or otherwise address fraud, security or technical issues, (iv) respond to user support requests, or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organisations for fraud protection and spam/malware prevention.
Upon signing up to a service, your information will be securely transmitted to MaxMind’s minFraud service for fraud detection and prevention.
Information We Share with Your Consent:
Except for data sharing described in this Privacy Policy, you will be notified when your Personal Information may be shared with third parties, and will be able to refuse the sharing of such information.
Can I access my information?
If you are a registered user, you can access information and ask for correction of your information, if necessary, that is associated with your Account by logging into the Services. Registered and unregistered users can access and delete cookies through their web browser settings.
Sydney ICT PTY LTD and The Australian Government
By law, Sydney ICT is required to retain metadata relating to our customers for a minimum period of two (2) years. The data collected from your use of our services consists of:
What happens if there are changes to this document?
This Privacy Policy may be modified from time to time, so please review it frequently. Changes to this Privacy Policy will be posted on the Site and we recommend that you review the Privacy Policy to ensure you are aware of any changes made to it. A user is bound by any changes to the Privacy Policy when he or she uses the Services after such changes have been first posted. In the event that the modifications materially alter your rights or obligations hereunder, we will make reasonable efforts to notify you of the change. For example, we may send a message to your email address, if we have one on file, or generate a pop-up or similar notification when you access the Services for the first time after such material changes are made. Please check the Privacy Policy each time you use our Site for the most current information.
Complaints Handling Policy
Sydney ICT Pty Ltd strives for excellence in customer service, one of the strongest points about Sydney ICT is our well-known reputation as one of the best and customer friendly MSP’s in Australia. However, sometimes things do not go as planned. It may be that you don’t agree with your bill or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it. It is your right to complain, and this feedback helps us to continually better our services for you and other customers. Current or former customers of Sydney ICT are welcome to make a complaint if they feel the need to do so.
NOTE: If you would like to nominate an authorised Representative/advocate to make a complaint on your behalf, please authorise them during your call/email
What is defined as a complaint?
A complaint means an expression of dissatisfaction made to us in relation to our services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Sydney ICT to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons if you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to.
First point of Contact
Sydney ICT support team is the customer support team within Sydney ICT who assist to resolve issues of both technical and account nature.
» PH: +61 2 8806 3557
Lodging a Formal complaint
If our Accounting or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.
You may also make a complaint directly to our operations manager:
Email – complaints@sydneyict.net.au
Mail – PO Box 403 Richmond, NSW 2753
Minimum information required when submitting a complaint
» Account holder’s full name
» Account username
» Daytime contact phone number
» Details of complaint – Dates, times, staff members spoken to
» Proposed outcome
Resolving the complaint
All Sydney ICT staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us.
Upon receiving your complaint, you will receive an acknowledgement that it has been received within two working days.
If you are unsatisfied with the response, you can request that your complaint be directed to a senior staff member. Generally, all complaints are already handled by a senior staff member.
If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six hours for them to return your call. If you have called at the end of the working day they may try and contact you up until 6 pm AEST or return your call at the start of the next business day.
Outcome of a complaint
Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you.
We will advise you either verbally (via telephone) or in writing (via email or SMS) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint.
Urgent Complaints
A complaint is considered urgent if it falls under one of the following categories:
» If your service is about to be disconnected and/or this has happened in error.
» If your service has been suspended and is affecting your day to day operations.
Please note Sydney ICT does not offer the Priority Assistance scheme
Further options
You will find that all matters can be handled by Sydney ICT’s internal processes and we do require that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Sydney ICT, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman
(Contact details of the TIO can be found on their website: http://www.tio.com.au/about-us/contact-us
Translating and interpreting services
If English is not your first language, The Department of Immigration and Multicultural Affairs provides a translating and interpreting service. They can be contacted at 123 14 50.
Contact Details
To contact Sydney ICT please go to the use any of the contact details located on our website https://sydneyict.net.au
or contact us on our number +61 2 8806 3557
Revision of the Complaints Handling Policy
Sydney ICT reserves the right to revise, amend, or modify the Complaints Handling Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at https://sydneyict.net.au