Privacy Policy

1. Introduction

SmartMob Deals ("we", "us", "our") is committed to protecting the privacy of our customers and website visitors. This Privacy Policy explains how we collect, use, store, disclose and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs).

By using our website, calling us on 1800 864 961, or signing up to one of our plans, you consent to the handling of your personal information as described in this policy.

2. What information we collect

We collect the following kinds of personal information so we can provide you with telecommunications services and respond to your enquiries:

• Contact information — full name, residential or service address, postcode, email address and phone number.
• Identification information — date of birth and (where required for service activation under industry rules) one form of government-issued ID such as a driver's licence or passport number.
• Account & service information — your selected plan, service address availability checks, technical service details, billing records and payment information.
• Payment information — bank account or card details collected via PCI-compliant payment processors. We do not store full card numbers on our own systems.
• Communication records — call recordings, support tickets, emails and SMS for quality assurance, training, dispute resolution and compliance.
• Website usage data — IP address, device type, browser, pages viewed, referring source and cookies (see Cookies Policy below).

3. How we collect your information

We collect personal information directly from you when you:

• submit our online callback or quote form;
• call us on 1800 864 961 or send us an email;
• sign up for a service or place an order;
• contact our support team; or
• browse our website (passively via cookies and analytics).

In some cases we may also collect information from third parties, such as credit reporting bodies (where credit assessment is needed), porting authorities, NBN Co, or carriers we use to provide your service.

4. Why we collect and use your information

We use your personal information to:

• respond to your enquiry and provide you with a quote;
• activate, supply, maintain and bill for your telecommunications service;
• verify your identity in line with industry regulations;
• communicate with you about your account, faults, outages or service changes;
• provide customer support and process complaints;
• send you marketing communications about our services (only where permitted — you may opt out at any time);
• improve our website, products and service quality; and
• comply with our legal obligations under Australian law.

5. Who we disclose your information to

We may disclose your personal information to:

• Wholesale carriers and infrastructure providers (such as NBN Co and mobile network operators) to provision your service;
• Payment processors and billing providers to process your payments;
• Identity and credit verification services where required;
• Cloud and IT service providers who host or process data on our behalf under strict contractual obligations;
• Government authorities and law enforcement where required by law (for example, in response to a lawful warrant or under the Telecommunications (Interception and Access) Act 1979);
• The Telecommunications Industry Ombudsman (TIO) for complaint handling; and
• Professional advisers (lawyers, accountants, auditors) under confidentiality obligations.

We do not sell your personal information to third parties.

6. Overseas disclosure

Some of our service providers (for example, cloud hosting, CRM and analytics tools) may store data on servers located outside Australia, including in the United States, the European Union, and Singapore. Where we transfer personal information overseas, we take reasonable steps to ensure the recipient handles your information in accordance with the Australian Privacy Principles.

7. Direct marketing

From time to time we may contact you with information about new plans, promotions or services we think you may be interested in. You can opt out of marketing communications at any time by:

• clicking the "unsubscribe" link in any marketing email;
• replying "STOP" to any marketing SMS; or
• calling us on 1800 864 961.

We will continue to send you essential service-related communications (such as billing and outage notices) even if you opt out of marketing.

8. Cookies and website analytics

Our website uses cookies and similar technologies to remember your preferences, measure performance, and run advertising via Google Ads and other platforms. The information collected includes anonymised data about pages visited, time on site, and conversion actions. You can disable cookies in your browser settings, but some features of our site may not work correctly as a result.

We use Google Ads conversion tracking and Google Analytics. These tools may set cookies on your device. You can read Google's privacy policy at policies.google.com/privacy.

9. How we protect your information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps include encrypted data transmission (TLS), access controls, secure cloud hosting, staff training and contractual obligations on our service providers. No method of internet transmission is 100% secure, but we work hard to keep your information safe.

10. How long we keep your information

We retain personal information for as long as needed to provide services to you, comply with our legal obligations (including record-keeping under telecommunications and tax laws), resolve disputes and enforce our agreements. When information is no longer needed, we securely delete or de-identify it.

11. Accessing and correcting your information

You have the right to request access to the personal information we hold about you and to ask us to correct it if it is inaccurate, incomplete or out of date. To make a request, contact us using the details below. We will respond within a reasonable timeframe (usually within 30 days) and there is no charge for making a request.

12. Making a complaint

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact our Privacy Officer first using the details below. We take privacy complaints seriously and will investigate and respond within 30 days.

If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992

For complaints specifically about telecommunications services, you can also contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au or on 1800 062 058.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our practices or to legal requirements. The "Last updated" date at the top of this page shows when it was most recently changed. We encourage you to review this page periodically.