Privacy Policy
Privacy Policy
Effective Date: 5th August 2025
Australia City Cable Ltd (ABN 47 673 230 683) and its subsidiaries (collectively referred to as “City Cable”, “we”, “our” or “us”) are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy outlines how we collect, use, disclose, store, and manage your personal information when you interact with us through our websites, mobile applications, call centres, social media channels, and customer support services.
- 1. Our Commitment to Privacy
We are bound by the 13 Australian Privacy Principles (APPs), which regulate the handling of personal information by private sector organisations. Our approach to privacy is guided by fairness, transparency, and accountability, ensuring that:
- Your personal information is only collected for legitimate and disclosed purposes.
- We take reasonable steps to keep your personal information secure.
- You can access your personal information and request corrections if needed.
- You have control over how your information is used for marketing.
2. What Personal Information We Collect
We collect a broad range of personal information depending on your interactions with us. This includes, but is not limited to:
Identity and Contact Information:
- Full name, gender, date of birth
- Email address, telephone number, residential and postal addresses
- Identification documents (e.g. passport, driverβs licence, Medicare card)
Account and Billing Information:
- Bank account and credit card details
- Billing history and transaction records
- Direct debit authorisations and payment failures
Technical and Usage Information:
- Device type, browser type, operating system
- IP address, MAC address, cookies, and usage logs
- Interaction logs including chat transcripts and call recordings
Service and Customer Interaction Information:
- Products and services used or requested
- Support tickets, feedback, complaints, and survey responses
- Marketing preferences and promotional activity history
Sensitive Information (limited circumstances):
- Health or accessibility information for customers with special assistance needs (with consent)
- Information related to financial hardship claims
- 3. How We Collect Personal Information
We collect personal information in several ways:
Directly from You:
- When you apply for or manage your services
- Through our website, mobile apps, or customer portal
- When you call, email, or chat with us
- When you participate in promotions, surveys, or competitions
Automatically:
- Through cookies, tracking pixels, and usage analytics tools
- Via logs and metadata generated from service use (e.g. connection speed, fault logs)
From Third Parties:
- Credit reporting agencies (for credit checks or overdue accounts)
- Wholesale carriers and infrastructure providers
- Resellers or agents providing services on our behalf
- Identity verification and fraud prevention platforms
We will always take reasonable steps to notify you when collecting information from third parties.
- 4. Purposes for Collection and Use
We collect and use your personal information to:
- Provide and activate your telecommunications services
- Verify your identity and manage account security
- Respond to queries, faults, and complaints
- Conduct troubleshooting, maintenance, and diagnostics
- Process payments and administer direct debits
- Communicate essential service updates or billing notices
- Send marketing material (with consent or legal allowance)
- Perform analytics and service improvement
- Meet obligations under the Telecommunications Act 1997, Corporations Act 2001, and other applicable laws
- 5. Use and Disclosure of Personal Information
We may disclose your personal information to:
- Our internal teams and related corporate entities
- Infrastructure and network partners (e.g. NBN, Superloop, OptiComm)
- IT support and cybersecurity vendors
- Marketing and communications service providers
- Legal, accounting, and professional advisors
- Government agencies, regulators (e.g. ACMA, OAIC), and law enforcement (where required)
- Third parties authorised by you
Overseas Disclosures: Some of our service providers may be located outside Australia (e.g. cloud hosting, email service providers). We will take reasonable steps to ensure those overseas recipients are subject to privacy laws or contractual obligations substantially similar to the APPs.
- 6. Direct Marketing
We may use your personal information to contact you about:
- New or improved services
- Promotions, discounts, or competitions
- Surveys or customer research
You can opt-out at any time by:
- Clicking the “unsubscribe” link in any marketing email
- Replying STOP to marketing SMS
- Updating your preferences in the customer portal
- Contacting our privacy officer
We do not share your personal information with third parties for their marketing purposes.
- 7. Security of Personal Information
We implement technical, organisational, and physical safeguards to protect your personal information, including:
- Encryption of sensitive data
- Role-based access controls and password protection
- Secure disposal of physical and electronic records
- Regular audits, penetration testing, and risk assessments
- Employee privacy training and confidentiality obligations
If a data breach occurs that is likely to cause serious harm, we will notify affected individuals and the OAIC in accordance with the Notifiable Data Breaches Scheme.
- 8. Retention of Information
We retain your personal information:
- For as long as you remain a customer
- For a period required by law (e.g. 2 years for billing records under the Telecommunications (Interception and Access) Act)
- Until it is no longer needed for any legal or business purpose
When information is no longer required, we securely destroy or de-identify it.
- 9. Accessing and Correcting Your Information
You may request access to or correction of the personal information we hold about you by contacting us. We may:
- Ask you to verify your identity
- Provide access within 30 days, unless an exemption applies
- Correct inaccurate, out-of-date, incomplete or misleading information upon request
We may refuse access in specific circumstances (e.g. threat to safety, unreasonably impacts othersβ privacy, or relates to legal proceedings), and will provide written reasons if we do.
- 10. Anonymity and Pseudonymity
Where lawful and practical, you may choose to interact with us anonymously or using a pseudonym. However, this may limit our ability to provide you with certain services (e.g. support or billing queries).
- 11. Use of Government Identifiers
We do not use government-related identifiers (e.g. Medicare number, Tax File Number) as our own internal identifiers. We only use or disclose such identifiers where permitted by law.
- 12. Cookies and Tracking Technologies
Our websites and mobile apps use cookies, web beacons, and similar technologies to:
- Recognise your device and session
- Remember preferences
- Measure marketing effectiveness and website traffic
- Personalise user experience
You can disable cookies via your browser settings, but some functionality may be affected.
- 13. Credit Reporting Disclosures
If you apply for services on credit terms, we may:
- Collect your credit-related information from a credit reporting body
- Disclose defaults or serious credit infringements
- Use credit eligibility information to assess applications, manage risk, and collect debts
You have the right to request that credit reporting bodies:
- Do not use your information for direct marketing
- Place a ban on your file in the event of suspected fraud
- 14. Privacy Collection Notices
We will provide collection notices when we collect personal information, outlining:
- Our identity and contact details
- The purpose of collection
- Whether collection is required by law
- The main consequences of not providing the information
- The organisations or types of organisations we may disclose the information to (including overseas recipients)
- A link to this Privacy Policy
- 15. Complaints and How to Contact Us
If you believe we have breached your privacy rights or mishandled your personal information, please contact us:
Privacy Officer
Australia City Cable Ltd
PO Box 280, Box Hill VIC 3128
Email: info@citycable.com.au
Phone: 1300 850 718
We will:
- Acknowledge your complaint within 2 business days
- Investigate and aim to resolve the matter within 30 days
- Provide written outcomes and reasons
If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
- 16. Changes to This Policy
This Privacy Policy may be amended from time to time to reflect changes in our practices or legal obligations. Updates will be published at www.citycable.com.au. We recommend checking this page regularly. For material changes, we may also notify you directly by email or via your account dashboard.
Last updated: 5th August 2025