Switch Mobile Networks Pty Ltd (ABN 87 669 988 541) trading as EZEE Mobile
Last updated: October 2026
1. About this Policy
This Privacy Policy explains how Switch Mobile Networks Pty Ltd, trading as EZEE Mobile (“we”, “us”, “our”), collects, uses, holds and discloses your personal information. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a telecommunications provider, we also protect certain information under Part 13 of the Telecommunications Act 1997 (Cth).
2. What is Personal Information?
“Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether recorded in a material form or not.
Online information such as IP addresses, cookie IDs, device and advertising identifiers, location data and browsing activity can be personal information when it is linked, or can reasonably be linked, to you. This includes when it is connected to your EZEE account.
3. Why We Collect Personal Information
We collect and hold personal information to verify your identity as required under telecommunications laws, provide mobile services to you, comply with legal and regulatory obligations, manage and operate our business, prevent fraud and protect our services, market and advertise our products and measure how well that marketing works, and assist law enforcement and emergency services where required by law. Telecommunications laws may require us to collect certain information to verify your identity and record aspects of your use of our services (such as date, time and duration of communications)
4. What Personal Information We Collect
We only collect personal information that is reasonably necessary for our functions and activities. This may include:
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- Personal details: name, date of birth, gender, occupation, and driver licence, passport or other identity document details.
- Contact details: residential, postal and email address and phone numbers.
- Payment information: billing and payment history, and limited payment details such as card type and the last four digits of your card. Your full card or bank account details are collected and stored by our payment provider, Braintree (a PayPal service), not by us.
- Service information: account information, service usage history, support enquiries and complaints.
- Identity verification information: details from identity documents you provide, and verification results from identity and fraud prevention service providers.
- Technical and device information: device type and identifiers, advertising identifiers, IP address, browser type, operating system, network and approximate location, cookie IDs and other online identifiers.
- Website and app activity: pages you visit, links and buttons you click, forms you start or complete, how you arrived at our website (for example from an ad or email), and purchases and activations. When you are logged in to your account, or have given us your email address or phone number, we may link this activity to you.
- Inferred information: interests or audience segments we, or our advertising partners, derive from your activity, used to tailor marketing.
We do not intentionally collect sensitive information, such as health information, through our website or advertising tools. If we cannot collect required information, we may not be able to provide services to you.
5. How We Collect Personal Information
We generally collect personal information directly from you when you apply for or activate a service, create or use an online account, contact us, use our website or app, or interact with customer support.
We also collect information automatically through cookies, pixels, tags, software development kits and similar technologies when you use our website, app or emails. Some of these technologies are provided by third parties, such as analytics and advertising platforms, and collect information directly from your browser or device on our behalf. See “Cookies, Tracking and Your Choices” below.
We may also collect personal information from publicly available sources, other companies in our corporate group, authorised representatives, business partners, retail partners and wholesalers, identity verification and fraud prevention agencies, telecommunications and network providers, advertising and analytics platforms (for example, information about which ad you responded to), and dealers, agents and contractors.
6. How We Use Personal Information
We may use your personal information to:
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- identify and verify you, and perform identity checks
- prevent fraud and protect the security of our services
- provide telecommunications products and services, and operate your online account
- bill and collect payment
- follow up on incomplete orders and activations, for example if you leave checkout or your identity check could not be completed
- provide customer support
- improve our website, app, products and services
- conduct analytics, reporting and business planning
- send you marketing communications where permitted by law
- show you advertising about our products on other websites, apps and social media, including ads tailored to your activity on our website (sometimes called retargeting)
- build audiences for advertising, including excluding existing customers from ads or finding people similar to our customers
- measure the effectiveness of our advertising, including whether an ad led to a visit, sign-up or activation
- comply with legal and regulatory obligations
7. Disclosure of Personal Information
We may disclose personal information where reasonably necessary to contractors and service providers who support our operations, including identity verification, fraud prevention, payment processing (Braintree), data hosting and cloud services, customer relationship management, email and SMS delivery, analytics and security services, billing and debt recovery, and legal and regulatory compliance, advertising, analytics and marketing platforms: Meta (Facebook and Instagram), Google (including Google Analytics and Google Ads) and HubSpot telecommunications carriers and wholesale suppliers authorised representatives, corporate group members and professional advisers law enforcement or regulatory authorities where required or authorised by law.
When we share information with advertising platforms, this may include cookie and device identifiers, your website activity, and contact details such as your email address or phone number. We use tools including Meta Advanced Matching and Conversions API, Google Enhanced Conversions, and customer list uploads (such as Google Customer Match and Meta Custom Audiences). Contact details are converted into a scrambled code (hashed) before they are sent, and are used to match you to an account on that platform, to show you ads or exclude you from them, and to measure ad performance. Hashed information can still identify you on those platforms, so we treat it as personal information.
These platforms may also use the information for their own purposes under their own privacy policies. We do not sell or trade your personal information. We take reasonable steps to ensure third parties handle your personal information appropriately.
8. Overseas Disclosure of Personal Information
Some of our service providers and partners are located outside Australia, or store or process personal information overseas. This includes identity verification, fraud prevention, payment processing, data hosting, customer relationship management, analytics, advertising and security monitoring.
The countries where recipients are likely to be located include the United States, Ireland, India, the Philippines, Chile and Costa Rica. Our advertising, analytics and marketing platforms, Meta, Google and HubSpot, process information in the United States and other countries. Our identity verification and fraud prevention provider, Equifax, uses service providers and cloud storage in those countries and others.
Our payment provider, Braintree (a PayPal service), processes payment information in the United States and other countries.
Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs, unless an exception under the Privacy Act applies.
9. Cookies, Tracking and your Choices
Cookies are small files stored on your device. Pixels, tags and SDKs are pieces of code that send information about your activity to us or to third parties. We use them for the following purposes:
Essential: these keep our website working, including logins, checkout, activation, security and fraud prevention. Examples include session and security cookies. These are always on, as the website needs them to function.
Analytics and marketing: these help us understand how our website is used, improve it, and follow up with you by email. We use Google Analytics 4 and HubSpot. You can opt out (see “Your choices” below).
Advertising and social media: these show you EZEE ads on other websites and social media, tailor those ads to your activity, and measure whether our ads work. We use the Meta Pixel and Google Ads. You can opt out (see “Your choices” below).
On pages where you enter identity document or payment details, we record whether you completed or left the process, and whether your identity check was successful, so we can help you finish signing up. We do not run advertising or session-recording tools on these pages, and we do not record your identity document details in our marketing systems. Card and bank details are entered directly into our payment provider’s
secure systems, and we do not store them.
Your choices
Ask us: contact us using the details below and we will stop using your information for targeted advertising, and remove you from customer lists we upload to advertising platforms.
Browser settings: you can block or delete cookies in your browser, or use extensions such as the Google Analytics opt-out add-on. Blocking essential cookies may stop parts of our website, such as your account or checkout, from working.
Platform settings: you can control the ads you see through your Google ad settings and your Facebook and Instagram ad preferences.
Device settings: you can reset or limit your mobile advertising identifier in your phone’s privacy settings.
10. Direct Marketing
We may use your personal information to send you marketing about products and services offered by us or our business partners, by email, SMS, phone or online advertising. We only send marketing emails and SMS where you have consented to receive them, or where the law allows us to infer your consent, and every message identifies EZEE Mobile and includes a way to unsubscribe. We comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).
You can opt out at any time by:
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- following the unsubscribe instructions in any email or SMS
- calling customer support on 1300 393 366
- emailing compliance@ezeemobile.com.au
- using the advertising choices described under “Cookies, Tracking and Your Choices”
Opting out of marketing won’t stop service messages, such as billing, account and network notices.
11. Automated Decisions
We use computer programs that make decisions about you using your personal information, without a person reviewing each decision. These are:
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- Identity verification when you activate a service, where your identity document details are checked automatically against official records. If the check fails, your service may not be activated.
- Fraud screening of orders and payments, which may block or flag a transaction.
These decisions use the details you provide, identity document details, device and network information, and payment information. If you think an automated decision about you is wrong, contact us and a member of our team will review it.
12. Credit Checks
Because our services are prepaid, we do not carry out credit checks or disclose your information to credit reporting bodies for credit purposes. If we introduce products that require a credit check, such as post-paid plans or devices on payment plans, we will update this policy before doing so.
13. Telecommunications Obligations
Part 13 of the Telecommunications Act 1997 (Cth) restricts how we use and disclose information about your communications, your services and your personal particulars. We only use or disclose that information as Part 13 permits, for example to provide your service, with your consent, or where required or authorised by law.
14. How we Hold and Protect Personal Information
We store personal information in electronic and physical formats at our offices and through secure thirdparty data centres. We do not store full card or bank account details; these are held by our payment provider, Braintree. We take reasonable steps to protect it from misuse, interference, loss, unauthorised access, modification or disclosure. If a data breach is likely to cause you serious harm, we will notify you and the OAIC as required by law.
We keep personal information only for as long as we need it for the purposes in this policy, or as required by law, including telecommunications data retention laws. When we no longer need it, we take reasonable steps to destroy or de-identify it.
15. Anonymity
You can browse our website without telling us who you are. Because telecommunications laws require us to verify your identity, you can’t activate or manage a service anonymously or under a pseudonym.
16. Access and Correction
You may request access to the personal information we hold about you, and ask us to correct information that is inaccurate, out of date or incomplete. Contact us using the details below. We will respond within a reasonable time, usually 30 days.
17. Complaints
If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us. We will acknowledge your complaint, investigate it and respond within a reasonable time.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner or the Telecommunications Industry Ombudsman.
18. Contact Us
Privacy Officer, Switch Mobile Networks Pty Ltd trading as EZEE Mobile.
Phone: 1300 393 366.
Email: compliance@ezeemobile.com.au.
19. Changes to this Policy
We may update this policy from time to time. The latest version will always be on our website, with the date it was last updated.
