Telsim (We, Us, or BRGI / 'We' 'Telsim') is a telecommunications provider and we are committed to protecting the privacy of the information you provide us and the information we collect. This policy follows the Australian Privacy Act 1988 ('Privacy Act') and the Australian Privacy Principles (APPs). This Privacy Policy is designed to inform you about: • The kinds of information we collect and hold • How we collect your information • How we hold your personal information • How we use your information • When we disclose your information • When and how you can access, correct or delete your Personal Information If you have any questions or concerns about this Privacy Policy or your personal information please contact us using the information provided below.
The kinds of information we collect may vary depending on the type of services you use. Generally, the information we collect includes: • your name • date of birth • email address • mailing/postal and residential address details Where a mobile service is concerned, we may also collect information to confirm or validate your identity. Sometimes, information is collected about you from health, medical, wellbeing and personal records, credit providers, referees, employers and social media. We do not collect sensitive information about you without your consent, unless required by law. In some cases we collect other information, including: • your usage or call data • account sign ups • through our IMEI Number for your device's SIM • through third party websites and applications We collect payment information such as credit and debit card details for billing.
If dealing with a customer complaint, we conduct research or additional activities with their personal information with their consent. We keep a record of complaints, and we record this in an appropriate format. Types of complaints: • Email • Mail • Phone
We may collect your information in a number of ways, including: When you deal with us we will collect: • your name • date of birth • email address • billing and delivery address information • a username and password for our portal • payment information (credit or debit card number) • transaction information (when you purchase a product or service from us) • information relating to the products or services you have purchased from us • information you provide to us from your eSIM profile • information you provide in the form of your driver's licence • information provided through the MyTelsim self-service portal If you make a purchase online we collect information relating to the purchases you make (for example, your purchase history and your contact preferences). We may also collect information from third parties, including: • Resellers • Retailers • Advertisers
We take reasonable steps to hold personal information in a manner that protects it from interference and from misuse, loss, or unauthorised access, modification, or disclosure. We hold your information in: • Building and Physical infrastructure • Electronic and IT management systems and software including servers We take reasonable care to ensure that the information we hold about you is accurate, complete and up-to-date. If you believe any information held about you is inaccurate, incomplete or out of date, please contact us.
If you no longer continue to use our services, we maintain personal information about you in accordance with the purposes described in this Policy, legal and regulatory requirements. We don't retain your personal information beyond what is reasonably required for business purposes or as required by law.
By providing your personal information, you agree and consent to us holding and using that information to provide you with services and for other purposes in accordance with this Policy.
We may use your information for: • to provide you with the services and products you have requested • to conduct and manage our business • for customer support purposes, to respond to enquiries and resolve complaints By way of example: • Activating a SIM/data/phone plan • Sending a customer a bill or statement • Answering a query or managing a customer complaint Where you give us consent, or where the law permits, your personal information may be used to contact you about products, services and offers that may interest you. You may opt out of marketing communications at any time by contacting us, or using the unsubscribe function in our communications.
We may disclose some or all of your personal information to a range of third parties in a number of circumstances: • when you request us to do so – for example, with other telecommunications providers • to our contracted service providers – for example, to process a transaction or perform a service on our behalf Some key examples where we may disclose your personal information: • If you have a complaint that involves a third party • If the third party is involved with providing you with the relevant service Where we share information with third parties, we take steps to ensure the privacy and security of information shared.
We use Cookies on our website. A cookie is a small file that is stored on your device and is used to collect information to enhance user experience. The types of cookies we may use are: • Persistent cookies: Stored on your device until you delete them. Used to remember your preferences and browsing behaviour. • Session cookies: Stored for your browser session only. Deleted when you close your browser. • Functional cookies: Used to identify you when you visit our website to ensure you have access to the right information. • Performance cookies: Used to understand how you interact with our website. We use Google Analytics cookies for this purpose. • Advertising and targeting cookies: Used to understand your preferences and personalise the advertising you receive. You may configure your browser to reject or disable cookies. If cookies are disabled some features may not function correctly.
You can request access to your personal information by contacting us using the contact details at the bottom of this privacy policy. We will provide you with access to your personal information in a reasonable time after your request, aiming to respond within 30 days. We may charge a reasonable fee for processing a request. In some cases we may refuse to provide you with access to your personal information, or to correct, update or delete it if, for example, doing so would breach legal or regulatory requirements. If we refuse your request, we will give you reasons for our decision.
If you believe we have breached the Privacy Act or an Australian Privacy Principle you can lodge a complaint by contacting us by: • Email at: privacy@telsim.com.au We will acknowledge receipt of your complaint and aim to resolve it within 30 days. If we are unable to resolve the complaint to your satisfaction within this time, you may refer the complaint to the Office of the Australian Information Commissioner (OAIC).
We may update this Privacy Policy from time to time. If we make significant changes, we will take reasonable steps to notify you. The most current version of this Policy will be published on our website. By continuing to use our services after we notify you of changes to this Policy, you agree to the updated Policy.
If you have any queries in relation to our Privacy Policy, or if you want to contact us about accessing, correcting or deleting any personal information that we may hold about you, you can contact us at: Big Red Group PO Box 1234, Sydney, NSW 2000 All requests should be addressed to the Privacy Officer. We will only respond to queries that identify themselves as related to their personal data.