Legal Support

Our Standard Form of Agreement consists of the Core Terms and the Service Schedule/s applicable to your Services

  1. Core Terms - 7 May 2014
  2. Service Schedules:
  3. Summary of Primus Standard Form of Agreement (May 2014)

The following are applicable to specified Primus Services.

Earlier Standard Form of Agreement documents are linked below.

You may require Adobe Acrobat Reader to view the documents listed above.

Queries:

Residential customers: customerservice@iprimus.com.au

Copyright refers to the exclusive rights that creators of original works are given, such as the right to protect their work from unauthorised use, duplication or distribution. Content that is protected by copyright includes items such as music, software, movies, TV shows, books, news articles, and games to name a few.

The laws around copyright can be confusing so iPrimus urges customers to be extremely cautious when downloading or accessing content online. Using the internet to share works protected by copyright without the owner's permission, such as downloading a movie, or making a copy of a movie available to others, may be illegal and in breach of copyright laws.

Un-metered data sources

iPrimus has a wide variety of un-metered data sources, such as ABC iview, Tivo, and others available on our website which allow our customers to view authorised content using their internet service without counting towards their download quotas.

Primus contract terms and Copyright infringement

iPrimus does not authorise or condone any kind of copyright infringement. Our contract terms clearly outline that our customers must not use the iPrimus service to commit any offences or infringe another’s rights.

If an account holder uses the Primus network or systems to infringe copyright, this may constitute a breach of Primus’ Standard Form of Agreement, which may allow Primus to suspend, limit or terminate an account holder’s service.

Repeat Infringer Policy

Primus has adopted a "Repeat Infringer Policy" in accordance with section 116AH(1) of the Copyright Act 1968 and reserves the right to suspend, limit or terminate an account holder’s service in accordance with this policy.

iPrimus will not volunteer personal details or information relating to customers to copyright holders, unless they obtain a court order which requires us to identify who you are.

Designated Representative

Copyright owners can provide notifications that relate to allegations of copyright infringement and iPrimus will respond to these in line with our Copyright Policy.

iPrimus has a designated representative to receive notifications and notices issued under Part 3A of the Copyright Regulations 1969 and they can be contacted as follows:

  • by email at copyrightofficer@iprimus.com.au
  • by mail at Copyright Officer (Legal Department), Primus Telecom, PO Box 631, Collins Street West, VIC 8007
  • by fax on (03) 9923 3333

Like to know more about copyright?

For advice on identifying infringing content and other helpful information, here are some other informative websites:

Arts Law Centre, Information Sheets on Copyright
http://www.artslaw.com.au/info-sheets/info-sheet/copyright/

Australian Copyright Council website
http://copyright.org.au/find-an-answer/

Understanding security risks associated with peer to peer file sharing
http://www.staysmartonline.gov.au/factsheets/factsheet_13

For further informative fact sheets and legislation about copyright, head to the Attorney-General's website.

Further information:

iPrimus - Australia's Broadband Providers

When it comes to broadband providers, iPrimus is one of Australia’s largest telecommunication carriers. With facilities in 66 cities across the country and a network that provides nationwide coverage, it’s easy to see why so many people are turning to iPrimus for wireless broadband plans and much, much more.

The Benefits of iPrimus

Since 1997, iPrimus has been helping Australian’s to connect with each other by being one of the nation’s leading broadband providers, paving the way when it comes to being a full service carrier. Aside from offering great wireless broadband plans, iPrimus can help customers with:

  • Mobile phone plans
  • Calling card services
  • Home phone plans
  • VoIP calling
  • High speed data for businesses
  • Business phone systems
  • Website hosting
  • Co-location services
  • High speed broadband (including Naked DSL, ADSL2+, 3G Mobile Broadband and fibre optic internet)

When it comes to customer support, iPrimus has it down to a fine art. Whether you have questions about your account or billing, technical enquiries, moving your services to a different address, understanding the iPrimus customer service charter, or simply giving some useful feedback, iPrimus is there to help via email, phone, the detailed FAQ section or mail!

It’s easy to see why so many people look at iPrimus as so much more than just as one of Australia’s great broadband providers.

If you are looking to sign up with one of Australia’s best broadband providers or to get talking on an affordable phone plan, be sure to contact iPrimus today!

CUSTOMER SERVICE GUARANTEE STANDARD (CSG STANDARD)

Customers may have rights under the Customer Service Guarantee Standard (CSG Standard) made under the Telecommunications (Consumer Protection and Service Standards) Act 1999.

The CSG Standard specifies timeframes for the connection of services, the repair of faults and the making and keeping of appointments. This applies to the standard telephone service, telephone line, and certain enhanced call handling features (namely, Call Waiting, Call Barring, Call Divert, Calling Number Display and Calling Number Display Suppression). You may be entitled to financial compensation if we fail to meet our CSG Standard requirements.

The CSG Standard does not apply to mobile services, customer equipment or where you have has more than five telephone services.

In certain circumstances, Primus is exempt from complying with the CSG Standard. These situations include:

  • Where our ability to comply is impacted by circumstances out of our control, including for example, extreme weather conditions. For more information, visit our Mass Service Disruption Exemption page.
  • Where you have specifically waived your CSG rights, in accordance with the Standard.

If you have any enquiries about the CSG Standard, contact the Primus Claims Department:

Phone 1300 85 44 85
Fax 1300 85 58 58
Website www.iprimus.com.au
Email csg@primustel.com.au
Mail PO Box 631
Collins Street West
Melbourne 8007

If you are not satisfied with the way Primus has handled your query, contact the Telecommunications Industry Ombudsman:

Phone (03) 8600 8700
Free Call 1800 062 058
Fax 1800 630 614
TTY 1800 675 692
Website www.tio.com.au
Mail PO Box 276, Collins Street West
Melbourne VIC 8007

Details of your rights and our obligations under the CSG Standard can be found at ACMA Website.

M2 Telecommunications Group
Mass Service Disruption Customer Information

The M2 Group (including iPrimus, Commander, M2 Clear, Dodo, Eftel, aaNet, ClubTelco and Engin) prides itself on delivering great customer service and is committed to its obligations in accordance with the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard).

However, occasionally events such as natural disasters and emergencies (eg floods and bushfires); extreme weather conditions (eg storms and lightning); or damage to our facilities or the facilities of our suppliers and other things that the M2 Group cannot control could mean we are prevented from repairing faults or connecting standard telephone services within usual timeframes.

These types of events may trigger a Mass Service Disruption exemption which releases the M2 Group from complying with the CSG performance standards for the duration of the Mass Service Disruption.

This exemption process is outlined in part 3 of the Telecommunications (Customer Service Guarantee) Standard 2011, which is explained on the ACMA website. Should you wish to challenge an exemption, you can raise the matter with the Telecommunications Industry Ombudsman (TIO). TIO information and contact details are available at www.tio.com.au.

When a Mass Service Disruption exemption is in place in your area, M2 Group will contact you directly or issue a public notice in a daily newspaper and place the full details on our website.

The Telecommunications Industry Ombudsman (TIO) has a helpful fact sheet on Mass Service Disruptions.

To view current Mass Service Disruptions, please visit: www.m2.com.au/msd.

This Privacy Policy applies to Primus Telecommunications Pty Ltd (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. This Privacy Policy describes the practices and processes iPrimus has 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.

In this Privacy Policy, unless the context other wise requires:

  • ‘Privacy Law’ refers to any legislative or other legal requirement that applies to iPrimus’ collection, use, disclosure or handling of personal information.
  • ‘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 customers;
  • market third party products and ser vices to current and prospective customers; and
  • 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 to receive.

Whose personal information does iPrimus collect?

iPrimus collects or holds personal information about individuals who are:

  • 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 and services.
  • 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 account.

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 person.

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 group; and
  • service providers and suppliers, agents and affiliates, and their staff.

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 business addresses.

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 an account.
  • 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 iPrimus customer.
  • 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 usages);
  • responses to offers made and/or promotions run by iPrimus or its affiliates;
  • 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 this information:

  • when you make an inquiry at a iPrimus kiosk, iPrimus dealer or iPrimus event;
  • 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 services.

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 contact it;
  • make sure you are aware that we have collected the information (if we collect it from a third party without your knowledge);
  • identify 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
  • tell you how to access our Privacy Policy and complaint handling procedures.

This Privacy Policy sets out this information in general terms. 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 information.
  • 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 supplied).

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 further 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 customerservice@iprimus.com.au or calling 1300 85 85 85.

Personal information about iPrimus staff, agents, affiliates and service 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 the service.

  • 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 service 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 services

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 Telecommunications (Interception and Access) Act 1979 (Cth). This includes disclosure:

  • to the Telecommunications Industry Ombudsman for the purpose of complaint management;
  • in connection with directory assistance, emergency service 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 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.); and
  • to law enforcement agencies for law enforcement or security purposes; and

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 safety;
  • 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 support activities.
  • 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 relevant.

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. These include:

  • 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 floor.
  • 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

This Privacy Policy also applies to personal information that you email to us, provide by using our website or provide via social media sites.

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.

Our website may use cookies and web-beacons. While cookies and 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.

Note that this privacy policy does not apply to, and iPrimus is not responsible 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/privacy/making-a-privacy-complaint.

If you would like further information on this Privacy Policy or if you have any concerns over the protection of your personal information, please contact

Privacy officer
Attention : The Privacy Officer
Email : Privacy@iprimus.com.au
Address: PO BOX 631, Collins St West, Melbourne VIC 8007

PRIMUS TELECOMMUNICATIONS PTY LTD ABN 69 071 191 396 and related entities (Primus Telecom) welcome you to this website.

Every endeavour has been made to ensure that the information is accurate, but to the extent permitted by law, Primus Telecom excludes any liability for any loss or damage which may directly or indirectly result from anything, whether negligent or otherwise, contained on or accessed from this website. If any law prohibits the exclusion of such liability, Primus Telecom limits its liability to the extent permitted by law, to the resupply of the relevant material or information. The laws of Victoria, Australia apply.

All material on this website is copyright in Australia under the Copyright Act and in other countries through international treaties. You are permitted to save electronically or print out parts for your own research, information or study, but you are not permitted to republish, copy or display for redistribution to third parties or for commercial purposes any material contained on this website without authority from Primus Telecom. You must not frame any of the material on this website without express authority from Primus Telecom.

Sites linked to this website are not under the control of Primus Telecom and Primus Telecom is not responsible for, and makes no representations concerning any linked site or any link contained in a linked site. The inclusion of any link does not imply endorsement or verification by Primus Telecom.

Primus Telecommunications Pty Ltd (“Primus”) disclaims, to the extent permitted by law, all representations, warranties and conditions, express or implied, of any kind in relation to the content or performance of its website.

To the extent permitted by law, Primus assumes no responsibility for any errors or omissions of any kind on the website and is not liable for any loss, damages or expense, including special, indirect or consequential damages, whether in an action of contract, negligence, or other tort, arising out of or in connection with the use or performance of this website or the content of this website, or referred to on this website or any which may be accessed through this website.

Primus may delete, amend or add to all or any information on its website without notice.

Links on the website may link to websites not maintained or controlled by Primus. Primus provides these links for your convenience and, without limit, is not responsible for and does not endorse any pages linked or referred to on its website.

This website and its contents are subject to copyright under the laws of Australia and other countries through international treaties to which Australia is a signatory. Other than for fair dealing, criticism, review or study or for your own information, you may not copy, print or store by electronic or any other means any material on this website.

GENERAL

This Privacy Collection Statement is made by Primus Telecommunication Pty Ltd (“iPrimus”, “we”, “us”, “our”). This Privacy Collection Statement is to provide you with a general overview about the collection of your personal information. For further details, please see our Privacy Policy.

REASONS FOR COLLECTION

We collect your personal information for various reasons, including to:

  1. Provide and manage the products and services we provide you;
  2. Inform you about changes and improvements in our products and services;
  3. Market products and services to you; and
  4. Comply with our legal obligations.

In some circumstances, we may also collect sensitive information about you, for example where you have government concessions or require life support equipment.

CONSENT

By providing us information, you give us your express consent to our exchanging of your information with our related bodies corporate, agents and contractors (such as call centres and third party suppliers), some of whom reside outside of Australia, and, where relevant, our wholesale service providers. If you provide us with personal information about another person (such as an additional account holder), please make sure that you tell that person about this privacy statement. To access the personal information we hold about you, call us on 1300 85 85 85.

OPT-OUT

If you no longer want to receive communications from us that are non-account related or legally required, you may request to opt-out from receiving such marketing communication by contacting us on 1300 85 85 85 or by emailing us on customerservice@iprimus.com.au. We will not charge you for any request to opt-out and will process your request as soon as reasonably practicable.

This Credit Reporting Policy relates to us and each of our related bodies corporate who are deemed to be credit suppliers under the Privacy Act.

In addition to the way we collect Personal and Sensitive Information in accordance with our Privacy Policy, we may from time to time also provide our customers credit in accordance with the Privacy Act. The Privacy Act imposes additional obligations on credit providers.

As part of receiving certain products and services from us, we will collect information from you (such as basic personal information, employment details and credit history) in order to ascertain whether you can pay for the products and services we provide you. If we collect such information it may then be provided to our external Credit Reporting Organisations so that we can profile your creditworthiness. Generally, our external Credit Reporting Organisations will provide us a credit assessment, which contains information on various aspects of your credit history, such as payment failures, bankruptcy or credit disputes.

Before we request a credit report on you, we will always seek your consent, either online or via voice recording. We do not seek credit reports on persons under 18 years of age. We may use a credit report to assist us to determine whether to supply the product or service to you

We may utilise the following organisations to supply us a credit history about you:

Veda Advantage Information Services and Solutions Limited
Website: www.veda.com.au

Dun and Bradstreet (Australia) Pty Ltd
Website: www.dnb.com.au

We may also supply your credit history and information that we receive from our external Credit Reporting Organisations to various partners, some of whom are located outside of Australia in order to perform credit related activities and manage your services. In particular, we utilise printers, mail distributors, couriers and dispatch centres who provide us billing and debt-recovery functions and we disclose such information to our external call centre in Manilla, Philippines, who manages your credit information and your services generally on our behalf. We may also provide certain credit-related information to our mercantile agencies within Australia who assist us with debt-recovery functions. In the event of default, there may also be occasions when we provide credit-related information to the agencies listed above that will be included in your credit file.

If you believe that you have been, or are likely to be a victim of credit fraud, you can contact a credit reporting organisation (including those listed above) and request that organisation not use or disclose your credit history.

We recognise the importance of protecting the credit information we hold and ensuring that it is complete, accurate, up-to-date and relevant. You have a right to access credit reporting information we hold about you. If you feel aggrieved about the way we handled your credit, including if you would like to complain about the way we obtained your credit history or that we have supplied incorrect credit information about you, you can make a complaint in accordance with the complaint handling policy in our Privacy Policy.

For full information about how we use, collect and disclose your personal information (including your credit history), please refer to our Privacy Policy.

The M2 Group (including iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin) prides itself on delivering great customer service and is committed to its obligations in accordance with the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard).

However, occasionally events such as natural disasters and emergencies (eg floods and bushfires); extreme weather conditions (eg storms and lightning); or damage to our facilities or the facilities of our suppliers and other things that the M2 Group cannot control could mean we are prevented from repairing faults or connecting standard telephone services within usual timeframes.

These types of events may trigger a Mass Service Disruption exemption which releases the M2 Group from complying with the CSG performance standards for the duration of the Mass Service Disruption.

This exemption process is outlined in part 3 of the Telecommunications (Customer Service Guarantee) Standard 2011, which is explained on the ACMA website. Should you wish to challenge an exemption, you can raise the matter with the Telecommunications Industry Ombudsman (TIO). TIO information and contact details are available at www.tio.com.au.

When a Mass Service Disruption exemption is in place in your area, M2 Group will contact you directly or issue a public notice in a daily newspaper and place the full details on our website.

The ACMA has Helpful Information on Mass Service Disruptions.

To view current Mass Service Disruptions, please visit: www.m2.com.au/msd.

IMPORTANT INFORMATION ABOUT YOUR iPRIMUS MOBILE SERVICE

As a valued customer, we have directed you to this page as a courtesy to let you know that you have reached the specified amount of your allocated data in this billing period.

If you have received a message alerting you that you have reached 100% of your allowance, excess usages charges will now apply in accordance with your plan.

Please note that the information regarding your usage may be up to 48 hours old and does not include calls or SMS to overseas or usage outside Australia.

NoWorries 25 Promo
Monthly Mobile
Data Allowance
1.5GB
Cost per 1MB of
Excess Data Usage
$0.03
Included Call
Allowance
$500
Cost of
Excess Usage
Excess call rate of $0.90 per minute with a flagfall of 40c per call
For more information regarding the No Worries 25 plan please view Critical Information Summary
NoWorries 40
Monthly Mobile
Data Allowance
3GB
Cost per 1MB of
Excess Data Usage
$0.03
Included Call
Allowance
$800
Cost of
Excess Usage
Excess call rate of $0.99 per minute with a flagfall of 40c per call
For more information regarding the No Worries 40 plan please view Critical Information Summary
NoWorries 55 Promo
Monthly Mobile
Data Allowance
5GB
Cost per 1MB of
Excess Data Usage
$0.03
Included Call
Allowance
UNLIMITED
Cost of
Excess Usage
N/A
For more information regarding the No Worries 55 plan please view Critical Information Summary
Social 19
Monthly Mobile
Data Allowance
100MB
Cost per 1MB of
Excess Data Usage
$0.275
Included Call & Text
Allowance
$60 and 25c per SMS
Cost of
Excess Usage
Excess call rate of $0.99 per minute with a flagfall of $38.5c per call
For more information regarding the Social 19 plan please view Critical Information Summary
Social 29
Monthly Mobile
Data Allowance
200MB
Cost per 1MB of
Excess Data Usage
$0.275
Included Call & Text
Allowance
$165 and 25c per SMS
Cost of
Excess Usage
Excess call rate of $0.99 per minute with a flagfall of $38.5c per call
For more information regarding the Social 29 plan please view Critical Information Summary

My plan isn’t listed above

If your plan is not listed above please contact customer service on 1300 85 85 85 or chat to us live to find out your included data allowance and any applicable excess usage charges.

Upgrade your plan

In order to avoid excess usage charges in the future you may choose to upgrade to one of our plans with larger data allowances.

View our Mobile Plans

How do I find out more?

If you have any questions, would like to find out more about upgrading your plan or to check your current usage please contact customer service on 1300 85 85 85 or chat to us live right now by clicking here

About Primus Telecom

Primus Telecom, one of Australia’s largest Telecommunications carriers offering a comprehensive range of high speed broadband, data, Internet, web hosting and voice products, servicing both business and residential sectors. The Primus network provides nationwide coverage through its own backbone network with facilities in 66 cities across Australia.

As a full service carrier, Primus, offers a comprehensive range of voice, data, Internet and web hosting products to both residential and business customers. The Primus network offers nationwide coverage through its own backbone network with facilities in 66 cities across Australia. The network enables the Company to provide nationwide long distance services and local call Internet access. Primus operates its own fibre network in the five major capital cities, delivering a range of business direct-connect services including ISDN, frame relay, ATM, telephone line and broadband DSL, as well as telephone line and broadband DSL services direct to residential customers.

Primus is a part of ASX-listed company M2 Telecommunications Group Ltd (ASX: MTU). We use an extensive global network of owned and leased transmission facilities and have ownership interests in around 40 undersea fibre optic cable systems, 23 international gateway switches, a satellite earth station and a variety of operating relationships that deliver traffic worldwide.

About iPrimus

iPrimus is the residential services division of Primus Telecom, offering high-speed broadband (including, ADSL2+, NakedDSL and 3G Mobile Broadband), home telephone, mobiles, VoIP and calling card services and our new fibre optic internet services.

iPrimus offers a broad range of innovative products and offerings to suit the communications needs of all types of consumers.

Our History

Primus Telecom was the first telecommunications carrier to be granted a license when full deregulation and competition was introduced in Australia in 1997. Prior to this, Primus operated as a service provider to business markets since 1993.

Since then, Primus has grown to become one of Australia's leading communications providers offering broadband, phone, mobile and data services for businesses and consumers.

On 1 June 2012, Primus was acquired by M2 Telecommunications Group Ltd, an ASX-listed company (ASX: MTU). For more about the M2 Group, visit http://m2.com.au/Investor-Centre/about_the_m2_group.