Melbourne WiFi is a Melbourne-based networking, security and cabling business. This policy explains how we handle personal information, and it is written to comply with thePrivacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs).
Who this policy covers
This policy applies to information collected by Melbourne WiFi through this website, by phone, by email, and during the course of quoting, installing and supporting work at your site. It covers enquirers, clients, owners corporation committees and their nominated contacts, and the people we speak to on site.
We are a small business. In practice, the people handling your information are the technicians doing your job.
What we collect
Through the quote form on this website
When you complete the request-a-quote form, we collect:
- your name, email address and phone number;
- your company or owners corporation name, if you give one;
- your preferred contact method;
- details about the site and the work — the suburb, the property type, its rough size or number of units or rooms, whether cabling already exists, your timeframe, and whatever you write in the description field;
- which services you have selected, and any equipment configuration you have carried over from the PoE Designer or Network Builder tools on this site;
- how you heard about us, if you tell us, and which page of the site you came from — for example a product or service page recorded in the link you followed.
We deliberately do not ask for your street address in the form. If a site visit is required we take the address later, by phone or email, once the job is real.
By phone, email and on site
When you call or email us we collect the contact details you provide and the details of the work you are asking about. On site we may record building details, network configuration, equipment serial numbers, access arrangements and photographs of the installation — these are technical records about the property, not about you personally, but they can be connected to you as the client.
Automatically, when you browse this site
Our hosting and content delivery provider records standard server information, including your IP address, the pages requested, timestamps, and your browser and device type. This is used to serve the site, keep it available and block abuse.
What we do not collect
This website has no shop, no cart and no checkout, so we do not collect or process payment card details through it at any point. We do not collect sensitive information as defined in the Privacy Act — health information, racial or ethnic origin, political opinions, religious beliefs, sexual orientation or criminal record — and we ask that you do not send it to us. We do not knowingly collect information from children.
Why we collect it
We collect personal information only for purposes directly related to running this business:
- to respond to your enquiry and prepare a quote;
- to arrange and carry out a site assessment or installation;
- to schedule work, order the right equipment and invoice you for it;
- to provide warranty, support and service work afterwards;
- to keep as-built documentation so your system can be supported in future;
- to meet our record-keeping, tax and insurance obligations.
If you give us information for one of these purposes, we will not use it for an unrelated purpose without your consent, unless we are required or authorised by law to do so (APP 6).
We do not run marketing email lists from website enquiries and we do not send unsolicited marketing. If we ever do send you anything promotional, it will identify us clearly and include a way to opt out, as required by the Spam Act 2003 (Cth).
Where it is stored
Enquiries submitted through this website are sent to ServiceM8, the job-management platform we use to run quotes, scheduling, job records and invoicing. Your enquiry becomes a client record and a quote job in that system. ServiceM8 is an Australian company; its service is delivered from cloud infrastructure that may be located in Australia or overseas. You can read ServiceM8's own privacy policy atservicem8.com/au/privacy-policy.
If the connection to ServiceM8 is unavailable at the moment you submit the form, your enquiry is emailed to us instead so that it is not lost, and is then entered into ServiceM8 manually.
Email is hosted with a mainstream provider. This website is hosted and delivered through Cloudflare. Some of these providers operate servers outside Australia, which means your information may be stored or processed overseas (APP 8). We choose providers that commit contractually to protecting the information they hold on our behalf.
Who else sees it
We disclose personal information only where it is necessary:
- to the service providers described above, who host, transmit or process it so that we can do our work;
- to suppliers and distributors, where equipment must be ordered, registered or warranty-claimed for your site — usually a name, a delivery contact and a serial number;
- to subcontractors we engage for part of a job, who are given only what they need to complete their part of it;
- to our accountant and insurers, where required;
- where we are required or authorised to do so by law.
We do not sell personal information, and we do not provide it to third parties for their marketing purposes without your express permission.
Cookies and analytics
This site is a static website. It does not use advertising cookies, cross-site tracking pixels or third-party remarketing tags.
The quote form uses your browser's sessionStorage to hold your part-completed enquiry and any configuration carried over from the PoE Designer or Network Builder. That data stays on your own device, is not sent anywhere until you submit the form, and is cleared when you close the tab or when you press the button to clear the configuration.
Where we use privacy-respecting analytics to understand which pages are read, it is configured to report aggregate page views and referrers only, without building a profile of you across sites. Our hosting provider also applies basic security and bot-mitigation cookies that are necessary for the site to function. You can block or delete cookies in your browser settings; the site will still work.
How long we keep it
- Enquiries that do not become jobs — kept for up to two years, in case you come back to us, then deleted.
- Client and job records — kept for at least seven years after the last work performed, which is the period we are required to retain financial records under Australian tax law, and which also lets us support and warrant systems we installed years earlier.
- As-built documentation and site photographs — kept for the working life of the system, because they are what makes future support possible. You can ask us to hand them over and delete our copy.
- Server logs — retained by our hosting provider for a short period, typically days to weeks.
When information is no longer needed for any purpose for which it may lawfully be used, and we are not required by law to retain it, we destroy it or de-identify it (APP 11.2).
Security
This site is served over HTTPS. Access to ServiceM8 and to our email is protected by strong, unique credentials and multi-factor authentication. The credentials used by this website to lodge your enquiry are held as encrypted environment variables on the server and are never exposed to your browser. Enquiry contents are not written to application logs.
No system is perfectly secure. If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.
Access and correction
You have the right under APP 12 and APP 13 to ask what personal information we hold about you, to get a copy of it, and to have it corrected if it is wrong, out of date, incomplete or misleading.
Email [email protected] or call +61 3 9133 6580. We will verify who you are before releasing anything, and we will respond within 30 days. There is no charge for making a request. If we refuse access or correction — which is rare, and only where the Privacy Act permits it — we will tell you why in writing and how to complain about it.
You can ask us to delete your information, and we will, unless we are required to keep it for the financial-record or warranty reasons set out above.
You can deal with us anonymously or under a pseudonym where it is lawful and practicable — for general questions on the phone, for instance. We cannot quote or install work anonymously, because we need to know whose building we are attending.
Complaints
If you think we have mishandled your personal information, tell us first. Email[email protected] with the details and we will acknowledge it within five business days and give you a written response within 30 days.
If you are not satisfied with our response, you can escalate the complaint to the Office of the Australian Information Commissioner (OAIC):
- Online: oaic.gov.au/privacy/privacy-complaints
- Phone: 1300 363 992
Contact us
Melbourne WiFi is a service-area business — we come to you rather than operating a shopfront, so all privacy enquiries are handled by phone or email.
- Phone: +61 3 9133 6580
- Mobile: +61 477 733 330
- Email: [email protected]
- Hours: Monday to Friday, 9:00am – 5:00pm
- Servicing metropolitan Melbourne, the Mornington Peninsula, Geelong and regional Victoria.
We review this policy periodically and will publish any changes on this page with a new "last updated" date. See also ourterms and conditions.