Privacy and Credit Reporting Policy

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This policy explains what information Wide Networks collects about our customers and how that information is used, held and shared.  It incorporates the Wide Networks Credit Reporting Policy, which explains how customer credit information is handled.  It also sets out the various options customers have to manage their information and how Wide Networks can use it.

 

The Type of Information Collected

Wide Networks collects personal information from our customers including the type of information required to provide our services such as your name, address, date of birth, gender, contact details, payment information, credit information, driver’s license number, usage data, Wide Network username, password and customer number. If all or part of the personal information we require cannot be provided, Wide Networks may not be able to provide the customer with the relevant services.

 

Collection of Customer Information

Wide Networks usually collects personal information about our customers directly. For example, personal information is collected when customers provide information to us by phone, email or social media, or when they enter their personal details on Wide Network websites.

 

Customer information may also be collected indirectly, including from:

• Wide Network employees, agents, contractors or suppliers;

• third parties such as our related companies, credit reporting bodies and credit providers;

• third parties such as utility aggregators who provide product comparison services for telecommunications market;

• our customer’s authorised representatives;

• other telecommunication and information service providers;

• our equipment; and

• publicly available sources of information.

 

Reasons to Collect Personal Information

A customer’s personal information is collected and used by Wide Networks so we can go about our day-to-day business of providing you with quick and efficient customer service.

 

For example, to:

• verify identity;

• assess eligibility for our services;

• assistance in completing an application that was abandoned;

• carry out checks for credit-worthiness and for fraud;

• process applications to become a Wide Networks customer;

• provide the services the customer requires;

• deal with enquiries and provide customer support;

• manage services, including billing, account management and collecting debts;

• research and develop our products and services;

• business planning;

• provide information to the manager of the Integrated Public Number Database (IPND);

• provide the customer with information about our services, products and special offers (and marketing those products to you unless you have requested us not to do so).

 

Sharing Customer Information

Wide Networks may need to share customer information to organisations outside Wide Networks, for example, with:

• suppliers so we can supply the service to customer;

• technicians we engage to resolve faults concerning customer service;

• a credit reporting body or credit provider if you fail to make payments due under our Customer Relationship Agreement;

• a fraud-checking agency to carry out checks;

• debt collection agencies and similar parties that assist with debt-recovery;

• specialist contractors for the purposes of research and development;

• other communication companies, for specific marketing campaigns;

• our professional advisers, including Wide Networks accountants, auditors and lawyers;

• other telecommunications and information service providers, for example, for billing purposes and telephone directories (unless you request a silent number);

• your customer authorised representative or contact person in the manner the customer has agreed to;

• customer legal advisers, if requested by them to do so;

• a duly authorised government, regulatory authority or other organisation such as the Telecommunications Industry Ombudsman, when we are required or specifically permitted by law to do so (for example, to the operator of the IPND, which supplies information for telephone directories) or to resolve customer complaints or disputes;

• a specified recipient if a court order compels us to do so, and

• law enforcement agencies concerning the enforcement of criminal and other laws if we are compelled, or required to do so.

 

Managing Credit Information

Credit information collected and held may include information that can verify the customer’s identity, financial capacity, payment history, the credit types, amounts and limits previously sought and/or obtained, information about overdue payments, default listings, serious credit infringements, payment arrangements, any previous credit assessments and publicly available information about the customer’s credit worthiness (such as a bankruptcy or any court judgement).

 

Some of the credit information is collected by Wide Networks directly from the customer, disclosed to us by our related bodies corporate, other credit providers or credit reporting bodies, or derived from information disclosed to us by credit reporting bodies for the purpose of assessing credit worthiness as a customer.

 

We may disclose your credit information to our related bodies, service partners or providers (such as debt collection agencies) and corporate credit reporting bodies. For example, if you fail to meet your payment obligations with us or commit a serious credit infringement, we may be entitled to disclose this information to a credit reporting body, who may then include it in credit reports they provide to other credit providers. 

 

Security of Customer Privacy and Credit Information

Customer information is kept on controlled systems, which are secure against unauthorised access. Proof of identity is always required before personal information is disclosed to any person, including the specific customer. Particular care is taken with credit card details, which are automatically encrypted when entered into Wide Network systems.

 

Websites, Cookies and Online Advertising

Wide Networks may also collect data about visits to our websites for marketing and statistical purposes to improve the way interactions. Cookies (small files that are stored in your web browser) or other similar technology may be used for these purposes. Examples of cookies used or collected are:

 

• Web Analytics Cookies - to understand anonymous and aggregated website behaviour such as the numbers of visitors to Wide Networks websites, length of visit, webpage navigating, and what pages have been visited.

• Online Advertising Cookies - to ensure online advertising is more relevant to the customer and to vary the advertising being seen.

 

The data collected from cookies (or similar technology) our Websites use is anonymous and is not matched to any identified individual. Customers can usually remove or block cookies and opt-out of interest based tracking by using the settings in your web browser application or mobile device, however it may affect the ability to use some aspects of the website.

 

Wide Networks Websites use Google Analytics Advertising Features (including Remarking and Impression Reporting). These features make use of cookies and similar technology. In addition to making the advertisements you see interest based, these features also allow our advertisements to be displayed to the customer when visiting other websites on the Google Display Network. Use of these features does not result in Google or any other third party obtaining any of your personal information.

 

The Google Analytics Opt-out Browser Add-on can be used to make sure your data isn't being captured by Google Analytics, and customers can also opt-out from interest based advertising when using Google products. If the customer opts out they will still see advertising when using Google products but it will not be interest based advertising.

 

How to Access and Correct Personal Information

We maintain and update the personal information we hold as it becomes necessary, for example when our customers inform us that their personal information has changed. Customer personal information can be accessed via their secure Wide Networks Customer Portal, by contacting us at sales@widenet.com.au or by calling 08 8292 5492 and selecting the sales option.

 

Contact us about our Privacy Statement

For any queries concerning this privacy statement, please contact us by either calling 08 8292 5492 and selecting the sales option or emailing sales@widenet.com.au. 

 

Privacy or Credit Management Complaints

If a customer has any complaints about the management of their privacy or credit information, please contact Wide Networks by either calling 08 8292 5492 and selecting the sales option or emailing sales@widenet.com.au and they will be handled in accordance with our complaints process.

 

Breaches of this Policy

1. Breaches of this Policy may result in suspension of access and/or may constitute misconduct which will be addressed in accordance with the Code of Behaviour Policy.

2. Serious breaches of this Policy may also be reported to external parties as required under law.