(iPrimus, we us, our). iPrimus is a member of the M2 Group, being a
wholly owned subsidiary of M2 Group Ltd.
iPrimus provides internet, mobile and telephone products and services,
predominately to residential customers. iPrimus is committed
to protecting the privacy and personal information of its customers.
in place to properly manage and safeguard that information.
Privacy laws that apply to iPrimus
iPrimus is required to comply with the Privacy Act 1988 (Cth) and is
bound by the Australian Privacy Principles (‘APPs’) set out in that 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 electronic and digital form. The
APPs can be accessed at the website of the office of the Australian
Information Commissioner: www.privacy.gov.au.
iPrimus is also subject to other laws relating to the protection
of personal information. In particular, iPrimus is subject to
privacy obligations under the Telecommunications Act 1997 (Cth).
iPrimus’ direct marketing activities must also comply with the
Do Not Call Register Act 2006 (Cth) and the Spam Act 2010 (Cth).
If iPrimus collects health information, it may be required to comply
with statutory requirements relating to health records.
- ‘Privacy Law’ refers to any legislative or other legal requirement
that applies to iPrimus’ collection, use, disclosure or handling of
- ‘Personal information’ means information or an opinion about an
identified individual or an individual who is reasonably identifiable,
whether the information or opinion is true or not and whether the
information or opinion is recorded in material form or not. Personal
information includes sensitive information.
- ‘Sensitive information’ means personal information about an individual’s
racial or ethnic origin, political opinions or memberships,
religious beliefs or affiliations, philosophical beliefs, professional
or trade association/union memberships, sexual preferences and
practices or criminal record.
Why does iPrimus collect personal information?
iPrimus collects personal information in order to:
- manage and administer the products and ser vices we provide, including
for billing and credit control purposes;
- inform customers about changes and improvements in iPrimus
products and services;
- market iPrimus products and services to current and prospective
- market third party products and ser vices to current and prospective
- comply with our legal obligations.
iPrimus needs to be able to collect personal information for most of
its business activities, although the information we require depends
on the par ticular 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
Whose personal information does iPrimus collect?
iPrimus collects or holds personal information about individuals who
- Prospective customers. This includes people we think may be interested
in our products and ser vices as well as people who have
expressed interest in obtaining or learning more about those products
- Current customers. This includes people who purchase iPrimus
products or ser vices or who hold an account with iPrimus.
- Past customers. These are people who have purchased iPrimus
products or ser vices but do not currently hold any active iPrimus account.
iPrimus may treat current and past customers as prospective customers
for other iPrimus products and services.
iPrimus may collect personal information about associates of its customers,
such as family members, employees or agents. For example,
iPrimus may collect personal information about nominated or authorised
representatives, the holder of a credit card that is used to pay
a customer’s account, a person who acts as a secondary account
holder, a person who acts as guarantor for a credit contract, the landlord
of a tenanted property or the nominated contact on a business
iPrimus may in rare circumstances collect personal information from
people who are under the age of 18. If iPrimus does this, iPrimus may
also collect personal information about the parent or guardian of that
iPrimus also collects personal information about all the individuals
who are involved in providing iPrimus products and services. This includes:
- staff of iPrimus Group entities and other companies in the M2
- service providers and suppliers, agents and affiliates, and their
Can you deal with iPrimus without identifying yourself?
In some limited situations customers and other individuals may be
able to deal with iPrimus anonymously or using a pseudonym. For
example, if you make a general inquiry to one of our call centres, or
want to make a complaint or log a service fault unless the inquiry or
complaint relates to a par ticular account.
However, if you do not wish to be identified we may not be able to
provide the information or assistance you require.
What personal information does iPrimus usually collect?
iPrimus collects a wide range of personal information about its customers,
but the type and amount of information collected depends
on the particular business context. However, iPrimus seeks at all
times to ensure that it only collects the personal information that is
necessary for the purposes of its business activities.
iPrimus needs to collect basic identifying and contact information
for all customers, including prospective customers. This will usually
include name, date of birth, email address, telephone number(s) and
residential address. For corporate and business customers, iPrimus
collects information about nominated contacts, including name and
title or position, date of birth, telephone number(s) and email and
iPrimus also collects information about purchasing patterns, consumer
preferences and attitudes from prospective and current customers
for marketing purposes, including to analyse markets, develop
marketing strategies and to identify and develop products and services
that may be of interest to its customers.
When you become, or apply to become, a iPrimus customer, iPrimus
collects a range of other information that that it needs to assess your
application and manage your account(s). This includes:
- Proof of identity information, including passport number, driver
licence number or other government identifiers. We need this
information to ensure our customer records are accurate and up-to-date.
We also may be required to obtain proof of identity information by law.
For example, we are required under the Telecommunications Act 1997
to obtain specified proof of identity information before providing certain
mobile telephone services.
- Financial and credit information, including credit history, employment
history, remuneration details, bank account and credit card information,
information about assets and income and details of relevant court
judgments and bankruptcies. We need this information to assess credit
worthiness and financial suitability of current and prospective customers.
- Information about medical conditions and concession entitlement. We
need this information to assess eligibility for concessions or other
benefits that may be available with iPrimus products or services.
- Information relating to occupancy. We may need information to establish
that a customers has rights to occupy the property to which we provide
services, and for this purpose may require copies of tenancy agreements,
mortgage records or utility bills or supply records.
- Information relating to change of name or status, which may include
marriage certificates, death certificates and other official documentation.
We may need this information where we are asked to close or transfer
- Employment information, including information about employment
history including current and past employers. We may need this information
to assess the financial position of a person who applies to become a
- Integrated Public Number Database (IPND). In providing telecommunications
services, iPrimus is required by law to collect certain personal information
about you, including your name, address, telephone service number and
other public number customer details, and to provide it to the operator of
the IPND) forinclusion in the IPND. Information in the IPND is used to
developdirectories and to assist emergency service organisations. If your
phone number is unlisted, your information will be marked accordingly in
the IPND and its use and disclosure will be strictly controlled.
We also collect information about the way our customers use iPrimus
products and services. This includes information about:
- service usage (including use of communications services, internet
- responses to offers made and/or promotions run by iPrimus or its
- payment patterns and history; and
- inquiries and complaints.
We collect information about our employees and prospective employees
for the purpose of making employment decisions and managing
our staff. We also collect information about suppliers, service
providers, agents and affiliates, and their staff, for the purposes of
conducting our day-to-day business activities.
How does iPrimus collect personal information?
We collect personal information by various means and via various
media, depending on the particular business context.
We collect information about prospective customers both directly
and via our agents, service providers and affiliates. We may collect
- when you make an inquiry at a iPrimus kiosk, iPrimus dealer or
- through our door to door sales activities;
- through our call centres;
- through iPrimus websites, or websites operated by iPrimus’ affiliates;
- through social media platforms such as Twitter and Facebook; and
- through the purchase of marketing lists, databases and data aggregation
When you become or apply to become a iPrimus customer, in addition
to collecting personal information directly from you, we may also
collect information about you from our agents and affiliates, credit
reporting agencies, your past and present employers, current service
providers, family members or associates and other third par ties.
When you apply to become a iPrimus customer, we will ask you to
consent to us collecting information from particular third parties.
We will only collect personal information from those parties if you
consent. If you do not consent, we may not be able to provide the
service or product you require. We are authorised to collect some
personal information from third parties under Privacy Law.
iPrimus receives unsolicited personal information from time to time.
In accordance with its obligations under Privacy Law, iPrimus will
decide whether it would have been permitted to solicit and collect
that information and if it would not have been, will destroy or de-identify
the information (provided it is law ful to do so).
What information will iPrimus give you when it collects personal information?
iPrimus is required by Privacy Law to take reasonable steps to ensure
that you are made aware of certain information when it collects personal
information about you. For example, we are required to:
- tell you which iPrimus entity you are dealing with and how to
- make sure you are aware that we have collected the information (if
we collect it from a third party without your knowledge);
- identif y any law that authorises or requires collection of the information;
- let you know the purposes for which we collect the information,
the entities that the information is likely to be disclosed to and
whether the information will be transferred outside Australia; and
However, where we collect personal information in relation to a particular
product or ser vice, and the information we are required to
provide is not likely to be obvious from the circumstances, we usually
provide the required information in a ‘collection statement’. The way
we do this will depend on how you are dealing with us. For example:
- When personal information is collected via the iPrimus website or
any affiliate website that iPrimus may adver tise on, a statement is
displayed or a link provided to a statement that sets out the information
we are required to provide.
- A statement containing the required information is printed on the
sign-up page of most of the standard forms we use to collect personal
- When you deal with us on the telephone, this information is given
to you by the operator or via a recorded message.
If we collect personal information about you from a third party, we take reasonable
steps to ensure you receive the information we are required to provide. However,
we may do this by requiring the third party to provide the information,
rather than us providing the information to you directly.
We may also include information about our collection of personal information
in welcome packs, customer account statements, update
bulletins, notices and other documents we give to our customers.
iPrimus’ use and disclosure of personal information
Where iPrimus collects personal information for a par ticular purpose,
it may use and disclose the information for that purpose or another
purpose that is related to that purpose (or that is directly related to
that purpose in the case of sensitive information). For example:
- Personal information collected from you for the purpose of establishing
or managing an account may be used and disclosed
for related purposes such as 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.
- Personal information collected for the purpose of establishing or
managing an account may also be used for the purpose marketing
of other iPrimus products and services. iPrimus may contact prospective,
current or past customers about products and services
(including products not related to a product or service previously
iPrimus may use personal information about prospective, current and
past customers for the purpose of direct marketing of iPrimus products
and services or those of other organisations. Direct marketing
communications may be sent via post, e-mail, telephone, door to
door canvassing, social media sites or other means. However:
- iPrimus will not use sensitive information for direct marketing purposes
without your consent.
- Unless you have provided consent, or we think it is impracticable
to obtain your consent, iPrimus will not use your personal information
for direct marketing purposes where we have obtained the
personal information from a third party, or we have collected it directly
from you but believe that you would not reasonably expect
the information to be used for direct marketing.
- Whenever we communicate with you for direct marketing purposes,
we will give you the opportunity to opt out of receiving fur ther
direct marketing communications from iPrimus.
- You may opt out of receiving direct marketing communications
from iPrimus at any time by contacting us at customerservice@
iprimus.com.au or calling 1300 85 85 85.
- If we use your personal information to facilitate direct marketing
by other organisations on behalf of other organisations, you can
ask us to provide the source of the information by contacting us at
firstname.lastname@example.org or calling 1300 85 85 85.
Personal information about iPrimus staff, agents, affiliates and ser vice
providers is used and may be disclosed for the purpose of managing
the relationship with the staff member or other entity.
iPrimus may disclose personal information about iPrimus customers
to a range of third parties. For example, depending on the type
of product or service, iPrimus may disclose customer information to
a wholesaler or other third party who provides or assists to provide
- For telecommunications services, to the Telecommunications Industry
Ombudsman (for complaint management purposes).
iPrimus may disclose information to government agencies (such as
Centrelink) for the purpose of establishing or verifying eligibility for
concessions and similar entitlements.
iPrimus may also disclose personal information for credit checking,
collection or credit reporting purposes to a credit reporting agency or
credit collection agency, in accordance with the requirements of the
Privacy Act 1988.
Personal information may also be disclosed to third party agents and
ser vice providers who iPrimus engages to assist in the provision of
products and services. These include:
- sales agents and representatives;
- organisations that process banking transactions;
- organisations that process debt collection;
- printers, mail distributors, couriers and dispatch centres;
- call centres operated by entities outside the iPrimus Group;
- IT service providers and data managers;
- legal, accounting, insurance and business advisory consultants
Personal information iPrimus obtains in connection with the provision
of telecommunications services may be disclosed in accordance with
requirements of the Telecommunications Act 1997 (Cth) and the Tele
communications (Interception and Access) Act 1979 (Cth). This includes
- to the Telecommunications Industry Ombudsman for the purpose
of complaint management;
- in connection with directory assistance, emergency ser vice calls
or other urgent ser vices, and in particular to the operator of the Integrated
Public Number Database (IPND) for inclusion in the IPND,
including your name, address, telephone service number and other
public number customer details, and to provide it. (Information in
the IPND is used to develop directories and to assist emergency
ser vice organisations. If your phone number is unlisted, your information
will be marked accordingly in the IPND and its use and disclosure
will be strictly controlled.); and
- to law enforcement agencies for law enforcement or security purposes;
iPrimus may also disclose personal information without consent as
authorised by privacy law for a range of other purposes, including:
- where necessary to prevent or lessen a serious threat to health or
- for law enforcement or crime prevention purposes;
- for the investigation of unlaw ful activity;
- for location of missing persons; and
- for use in legal proceedings or dispute resolution.
In situations other than those described above, iPrimus will not disclose
personal information without the customer’s consent (although
consent may be implied).
Is personal information disclosed outside Australia?
iPrimus discloses some personal information to persons or organisations
that are outside Australia.
- iPrimus’ customer ser vice and marketing call centre operations are
based in Manila, Philippines. Personal information about prospective,
current and past customers is accessed by our Manila based
staff for the purpose of sales and marketing, customer ser vice,
correspondence, provisioning, fault management and technical
- Database and webhosting ser vices provided to iPrimus involve
personal information being transferred to IT ser vice providers
based in India, Philippines, Singapore, New Zealand, the United
Kingdom, Canada and the United States of America.
How does iPrimus protect your personal information?
iPrimus recognises the importance of protecting your personal information
and of ensuring that it is complete, accurate, up-to-date and
When you call iPrimus, we complete an ID check to verify your identity
and to check the details we hold about you are correct and to update
them if required. For some safety critical information, for example
medical information required to ensure priority assistance, we initiate
checks on an annual basis.
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 t ypes 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 held 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.
- System access is controlled by logins and different security levels.
Access to customer information for all staff (including agents in
our Manila call centre) is centrally controlled. Access requests
must be supported by a request from senior management.
- Access authorisation is layered and access authorisations are specific
to the job function of each staff member. For example, staff
with responsibility for fault management have no access to credit
card information. Staff are only trained in areas of the system specific
to the function of their job.
- Functional restrictions apply. Remote access is only available to
selected senior staff members. Measures are taken to prevent
printing, copying or recording of customer information that can be
accessed electronically. For example, call centre team members
work in a paperless environment, cannot print information and are
not permitted to have mobile phones or cameras on the call centre
- Account and system access and modification is logged to enable
access or modification of any customer record by any staff member
to be identified. Audits of access logs are conducted periodically.
- Our employees undergo privacy and information security training
on induction and are required to sign acknowledgements of their
obligations in relation information security and appropriate use of
our IT systems.
- We have contractual arrangements in place with our agents,
service providers and affiliates that require them to have comply
with applicable privacy laws and iPrimus privacy policies. Our
contractual arrangements with third parties who are outside Australia
are designed to ensure that personal information transferred
to those parties is afforded the same level of protection as would
apply to the information in Australia.
Can you access or correct personal information iPrimus holds about you?
You have a right to access personal information we hold about you. If
your request is particularly complex or requires detailed searching of
our records, there may be a cost to you in order for us to provide you
with this information.
If you believe there are errors in the information we hold about you,
you have a right to ask us to correct the information.
However, we are not required to provide access where we believe
doing so would:
- prejudice law enforcement or crime prevention activities;
- pose a serious threat to health or safety;
- have an unreasonable impact on the privacy of other individuals;
- prejudice iPrimus in legal proceedings or negotiations with you;
- reveal information connected with a commercially sensitive decision
making process; or
- be contrary to law.
If you wish to have access to information iPrimus holds about you, you
should contact iPrimus Customer Service.
Dealing with iPrimus on-line
email to us, provide by using our website or provide via social media
We store the Internet Protocol (IP) address of your computer when
you visit our site. This information is used only to create broad demographic
summaries of where our users come from. Our use of these IP
addresses, however, does not go so far as to identif y the actual users
of the site.
We collect personal information about the other websites that are
visited by computers that are used to visit our site. This information
may be aggregated to provide us with information about the types
of webpages and websites, or particular webpages and websites,
visited by computers that use our site.
web beacons can be used to statistically monitor and analyse the use
of our site and to identify information about the computer used to
visit our site, we do not use them for that purpose and will not attempt
to use them to identify or target individual visitors to our website.
for, the use of, or the protection of information provided to,
other websites linked to this website.
Complaints and further information
If you believe your privacy has been interfered with and wish to make
a complaint, please contact our Privacy Officer. The Privacy Officer
will investigate your complaint and notify you of the outcome.
If it appears from your complaint that there has been an inter ference
with privacy by a person other than iPrimus, the Privacy Officer may
discuss the complaint with that person in an attempt to resolve it.
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
make a complaint to the Office of the Australian Information Commissioner
(OAIC). Complaints to the OAIC must be made in writing.
Where possible, complaints to the OAIC should be made through
the online Privacy Complaint form, available at www.oaic.gov.au/
have any concerns over the protection of your personal information,
Attention : The Privacy Officer
Email : Privacy@iprimus.com.au
Address: PO BOX 631, Collins St West, Melbourne VIC 8007