What we collect
Identity, contact, service, billing, communications and online activity information.
Privacy & Personal Information
Privacy Policy
Your information. How we collect it, why we need it, and how we protect it.
Complies with the Privacy Act 1988 (Cth) and Australian Privacy Principles
1st Internet and WiFi is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This Privacy Policy explains how we collect, use, store and disclose your personal information when you use our nbn broadband services and our websites.
At a glance
Privacy at a glance
Why we collect it
To check availability, supply services, manage accounts, prevent fraud and meet legal obligations.
Who we may share it with
nbn co, payment providers, contractors, technology providers and regulators where required.
Your choices
You may request access or correction, opt out of marketing, and make a privacy complaint.
Detailed policy
How we handle your personal information
1. What Personal Information We Collect +
We may collect the following types of information:
- Identity and contact details, such as name, service address, email and phone.
- Proof of identity, such as driver’s licence or Medicare card, where required to verify your identity.
- Account, plan and billing details, including payment method and transaction history.
- Service information, including nbn location ID, plan type, connection status and usage data.
- Communications with us, including emails, support chats or calls, and complaints.
- Website and online activity, including IP address, device details, cookies and analytics data.
2. How We Collect Your Information +
- Directly from you when you sign up, contact us, or use our services.
- From third parties, such as nbn co, payment providers, identity verification services, or your authorised representative.
- Automatically through our websites and digital services, such as cookies, logs and analytics.
3. Why We Collect and Use Your Information +
We collect, hold and use your personal information to:
- Verify service availability and your eligibility for an nbn service.
- Supply, activate and support broadband and related services.
- Manage your account, billing and payments.
- Verify your identity, prevent fraud and ensure network security.
- Meet our legal obligations and comply with wholesale and nbn requirements.
- Improve our products, services and customer experience.
- Send service updates and, where permitted, marketing communications. You may opt out at any time.
4. Disclosure of Your Information +
We may disclose personal information to:
- nbn co and contractors or suppliers involved in delivering your service, including field technicians, logistics and customer support.
- Payment processors, banks and fraud-prevention providers.
- Regulators or law enforcement where required or authorised by law.
- IT and cloud service providers, including hosting, CRM, email and analytics providers.
- Overseas service providers where necessary, with appropriate safeguards in place. Where practicable, we will identify likely countries on request.
5. Required or Optional Information +
If you do not provide requested information, we may be unable to verify your identity, assess service availability, set up your service, or process payments.
6. Direct Marketing +
We may use your contact details to send marketing about our products and services. You can opt out at any time by using the unsubscribe link in emails or contacting us using the details below.
7. Data Security +
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes administrative, technical and physical safeguards appropriate to the nature of the information.
8. Access and Correction +
You may request access to, or correction of, the personal information we hold about you. We will respond within a reasonable time and in accordance with the Privacy Act 1988 (Cth).
9. Cookies and Analytics +
We use cookies and similar technologies to operate our sites, remember preferences and perform analytics. You can manage cookies through your browser settings; however, some features may not work as intended if cookies are disabled.
10. Complaints +
If you believe we have breached your privacy rights, please contact us using the details below. We will investigate and respond promptly. If you are not satisfied, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Visit the OAIC privacy complaints page →11. Changes to This Policy +
We may update this Privacy Policy from time to time. The latest version will be published on this page with the effective date shown above.
12. Contact Us +
Your privacy rights
Your privacy rights
You can ask us about the personal information we hold about you, request corrections, opt out of marketing and raise a privacy complaint.
Access
Ask us for access to the personal information we hold about you.
Correction
Ask us to correct information you believe is inaccurate or incomplete.
Marketing opt-out
Opt out of marketing communications at any time.
Privacy complaint
Contact us if you believe your privacy rights have been breached.
Privacy enquiry or complaint
Have a privacy enquiry or complaint?
Contact us if you want to access or correct your personal information, ask a privacy question, or make a privacy complaint.
Short-Form Privacy Collection Statement (APP 5) +
1st Internet and WiFi collects your personal information, such as your name, contact details, service address and payment details, to verify your eligibility for an nbn service, provide you with broadband and related services, and manage your account and payments. If you do not provide this information, we may not be able to supply the requested services.
We may disclose your information to nbn co, contractors, payment processors and service providers who assist us in delivering your services, some of whom may be located overseas. Our full Privacy Policy explains how you can access or correct your information and how to make a privacy complaint.
For more details, contact us at support@1stinternetandwifi.com.au or 1800 686 695.