Privacy Policy

EZEE Mobile Privacy Policy July 2024

This is the Privacy Policy for Switch Mobile Networks PTY LTD, trading as EZEE Mobile ABN 87669988541 (‘we’, ‘us’, ‘our’ etc). We want to make it simple for you to understand how we collect, use and share your personal information. This statement includes our collection statement, explaining aspects of our collection and use of personal information and our privacy policy, further explaining how we manage personal information. 

Collection Statement

1. Why do we collect and hold personal information?

Telecommunications laws and regulations require us to collect certain information about your use of our services, such as the date, time and duration of communications and we may share your personal information if required to do so by law. These laws and regulations may also require EZEE Mobile to collect and share personal information beyond EZEE Mobile for reasons that include:

  • verifying your identity for prepaid services;
  • helping to maintain a public telephone number Integrated Public Number Database (IPND), to
  • make your mobile number more private, or to exclude your number from the public directory, please contact us or visit the ACMA site to find out more;
  • to ensure emergency service organisations can access information such as contact details or device locations when needed;
  • to assist law enforcement authorities in their investigations if required by law.

2. Collection under law

We may be required to collect personal information by law.

3. Collection from third party sources

We may collect personal information from someone other than you, and you may not be aware of the collection, when it is not reasonable or practicable to collect it from you, and it is available from:

  • publicly available sources like phone books
  • other companies in our group that you may have dealt with
  • third parties like our business partners, your authorised representative/s and wholesalers
  • information brokers
  • other telecommunication and information service providers that interact with us in providing products to you (eg overseas when you use a roaming mobile service)
  • fraud checking agencies
  • our dealers, contractors and other representatives that you may deal with
  • our websites and how you use them

4. Unavailability of personal information 

If we cannot collect the information we need about you, we may not be able to supply the products or services you want.

5. Disclosing personal information 

We may disclose personal information as reasonably required to contractors and suppliers whose goods and services that we use to operate our business and provide products and support to you, and to other parties detailed in our Privacy Policy.

Privacy Policy 

1. Personal Information

This refers to information or an opinion about a living person who is identified or reasonably identifiable, whether or not true and whether or not recorded in material form.

2. Kinds of personal information we collect and hold

We only collect personal information that is reasonably necessary to support our functions and activities. If we cannot collect the information we need about you, we may not be able to supply the products or services you want.

We may collect and hold:

  • personal details like name, date of birth, gender, occupation and driver licence number
  • contact details like physical, postal, work and email addresses and phone numbers
  • financial details like bank account, credit card numbers and your billing and payment history with us
  • service-related details like your user name, encrypted password and service usage history, support incidents, enquiries and complaints.

3. Collecting personal information

Unless it is not reasonable or practicable to do so, and in other cases allowed by law, we will collect personal information about you directly from you. For example when you contact us by phone or online, or via our app.

In other cases, we may collect personal information about you from:

  • publicly available sources like phone books
  • other companies in our group that you may have dealt with
  • third parties like our business partners, your authorised representative/s and wholesalers
  • information brokers
  • fraud checking agencies
  • other telecommunication and information service providers that interact with us in providing products to you (e.g. overseas when you use a roaming mobile service)
  • our referrers, agents, contractors and other representatives that you may deal with
  • our websites and how you use them

4. Why we collect and hold your personal information

We collect and hold personal information because:

  • we may need to use it to operate our business, and comply with the law
  • we may need to provide it to other parties in connection with our business.

5. Using personal information

We may use personal information:

  • to identify you
  • for credit checks
  • to prevent fraud
  • to supply products (including goods and/or services) to you
  • to give you information about us and our products, and product offers
  • for direct marketing
  • to improve our products, our marketing and our website
  • to answer your enquiries
  • to give you customer support and service
  • to better understand your needs and respond to them
  • to manage and plan our products and business
  • to charge and bill you for products you use
  • to collect payment from you
  • to comply with the law
  • for other purposes related to the operation of our business.

6. Disclosing personal information

We may disclose personal information as reasonably required to contractors and suppliers who supply or support us in:

  • market research, sales and marketing
  • direct marketing – see Direct marketing for details
  • identity and fraud checking
  • credit management
  • service provisioning
  • installation, maintenance and repairs
  • helpdesk and enquiries
  • support and complaint management
  • communications and mailing
  • billing, debt recovery and credit management
  • corporate strategy
  • legal and regulatory advice and compliance
  • accounting and financial planning
  • risk management
  • otherwise providing goods and services that we use to operate our business and provide products and support to you

We may also disclose personal information as reasonably required:

  • to your authorised representative/s and people who pay for your services
  • to our referrers, agents, and members of our corporate group
  • to our business partners and wholesale suppliers
  • to organisations that provide credit or finance to us
  • to persons who invest in or acquire all or part of our business or company, or are considering doing so.

7. Credit Checks

EZEE Mobile may disclose your credit information to credit reporting bodies such as Equifax for the purpose of undertaking credit checks, as required under the Telecommunications Consumer Protection Code 2019).

The Telecommunications Consumer Protections Code can be viewed here: www.commsalliance.com.au/Documents/all/codes/c628 

8. Holding your personal information

We hold personal information in hard and/or soft copy at our offices and in other facilities that we own or licence from third parties, like data centres. We take reasonable steps to keep it secure and to protect it from unauthorised access, use or alteration.

9. Direct marketing

We may use and disclose personal information to direct market to you products offered by us, our referrers, agents, and members of our corporate group, and our business partners, where we think the offers will be of interest to you, using:

  • post
  • email
  • electronic messaging
  • social media
  • targeted web content
  • other direct marketing channels.

Direct marketing may continue until you opt-out by calling customer support on 1300 393 366.

10. Your rights

Australian Privacy Principle 12 permits you to obtain access to the personal information we hold about you in certain circumstances, and Australian Privacy Principle 13 allows you to correct inaccurate personal information subject to certain exceptions. If you would like to obtain such access, please contact us as set out below.

If you have a query or complaint you would like to discuss with us relating to a privacy matter, you can contact the EZEE Mobile Compliance officer at compliance@ezeemobile.com.au

If you would like to opt-out of marketing communications and promotions of EZEE Mobile products, you can change your marketing preferences by calling customer support on 1300 393 366.

If you wish to complain about a breach of the Australian Privacy Principles, please contact us using the details in Contacting us below. We shall:

  • acknowledge your complaint within a reasonable time
  • give you an estimated first response time
  • allocate your complaint to a suitably senior staff member
  • process and respond to your complaint as soon as we reasonably can.

If we agree that your complaint is well founded, we will, in consultation with you, take appropriate steps to rectify the problem. If you remain dissatisfied with the outcome, you may refer the matter to the Office of the Australian Information Commissioner.

11. Contact us

Questions, requests and complaints regarding our Privacy Statement or our compliance with privacy laws should be directed to us by calling customer support on 1300 393 366 or emailing the EZEE Mobile Compliance officer at compliance@ezeemobile.com.au.