1. Who we are

Call IT Mate provides IT support and related services to small businesses and home users across Australia (onsite in Gold Coast, Logan, Brisbane, Western & South-West Sydney, and Melbourne; remote Australia-wide).

2. Information we collect

We may collect the following categories of personal information:

• Contact & identity: name, business name, role, email, phone, billing and service addresses.
• Account & support: tickets and service requests, device or tenant identifiers, configuration information you provide, troubleshooting logs.
• Billing: ABN, purchase details, payment status and history. (Card payments are handled by payment processors; we do not store full card numbers.)
• Technical: IP address, browser type, pages viewed, and telemetry from managed devices/services used to deliver monitoring, security and support (within the agreed service scope).
• Marketing: preferences, form submissions and event registrations.
• Sensitive information: not sought as a rule. If needed (e.g., ID verification for security), we’ll only collect with consent or as permitted by law and protect it appropriately.

We collect information directly from you (forms, email, phone, onboarding), from your authorised representatives, and—where you engage our managed services—via tools we deploy to administer and secure your systems.

3. How we use information

We use personal information to:

• deliver, administer and improve our services (helpdesk, onsite support, managed IT, cybersecurity, Microsoft 365, backups, hosting and VoIP)
• verify identity and manage access to systems under our care
• monitor, detect and respond to security events for managed clients (including 24/7 Cyber Response where enabled)
• issue quotes, invoices and manage payments
• provide service notifications, updates and reports
• respond to enquiries and provide customer support
• send optional marketing communications (you can opt out at any time)
• meet legal, regulatory and risk management obligations

4. Disclosure to third parties

We may disclose personal information to:

• technology and cloud providers used to deliver our services (e.g., email, security monitoring, backup, hosting, telephony)
• payment processors and accounting platforms
• specialist contractors engaged by us to assist with delivery (under confidentiality and data-handling obligations)
• your authorised contacts and vendors, where you ask us to liaise
• government agencies or regulators where required by law or to prevent serious harm
• in connection with a business transfer, subject to confidentiality

We do not sell personal information.

5. Shared responsibility (You • Call IT Mate • Vendors)

Privacy and security are a shared effort:

6. Cookies & analytics

Our website uses cookies and similar technologies to operate the site, remember preferences and measure performance. We group cookies as:

• Essential: required for core site functionality and security.
• Analytics: to understand site usage and improve content (e.g., page views, time on page). Data is aggregated and de-identified where possible.
• Marketing (optional): to measure campaigns or show relevant content.

You can control cookies via your browser settings and (if presented) our cookie banner. Blocking some cookies may impact site features.

7. Security

We use administrative, technical and physical safeguards appropriate to the sensitivity of the information, which may include access controls, MFA, encryption in transit, logging and monitoring, vulnerability management, and staff confidentiality obligations. No system is completely secure; we work to minimise risk and will act promptly on credible issues.

8. Storage, location & retention

• Location: We aim to store service data in Australia where practical (for example, using Australian regions such as Sydney where available). Some vendors may process or store data in other countries. Where overseas disclosure occurs, we take reasonable steps to ensure those recipients protect personal information in line with the APPs or comparable safeguards.
• Security telemetry and logs: For managed cybersecurity, we configure Australian data residency where feasible and supported by the vendor.
• Retention: We keep personal information only as long as necessary for the purposes described, to comply with law, resolve disputes and enforce agreements. When no longer required, we take reasonable steps to de-identify or securely destroy it.

9. Access, correction & choices

• Access & correction: You may request access to, or correction of, the personal information we hold about you. We’ll respond within a reasonable time. If we refuse access or correction, we’ll tell you why (subject to legal exceptions) and how to complain.
• Marketing: You can opt out of marketing emails at any time using the unsubscribe link or by contacting us.
• When we act as your service provider: Where we process personal information on your behalf (e.g., your staff or customers in managed services), we will direct access/correction requests to you as the controlling entity unless we are permitted or required to act directly.

10. Children’s privacy

Our services are aimed at businesses and adult home users. We do not knowingly collect personal information about children without appropriate consent.

11. Changes to this Policy

We may update this Policy from time to time. The current version will be published on our website. Your continued use of our website or services after changes take effect constitutes acceptance of the updated Policy.

12. Contact & complaints

If you have questions, requests, or concerns about privacy:

• 📧 Email: [email protected]
• 📞 Phone: 0447 099 201
• 🌐 Web: www.callitmate.com.au

Complaints: Please contact us first so we can investigate and respond. If you’re not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) for guidance on making a privacy complaint.

Nothing in this Policy limits your rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.