Privacy Policy
MyiTV Pty Ltd (ACN 128 734 627) is subject to the Privacy Act 1988 including the National Privacy Principles. We respect the privacy of personal information and treat it in accordance with this statement. We appreciate that your privacy is important to you. MyiTV will continue to protect the personal information that you entrust to us.
National Privacy Principles
MyiTV is committed to protecting your personal information. Accordingly we have implemented a set of internal principles based on our obligations under the Telecommunications Act 1997, the Privacy Act 1988, the Telecommunications Industry Ombudsman Scheme and the ACIF Code of Practice. We also committed to comply with the National Privacy Principles ("NPPs") as set out in the Federal Privacy Act and administered by the Federal Privacy Commissioner.
The NPPs regulate the way that organizations can collect, use, keep secure and disclose personal information. This also grants individuals the right to know what information an organization holds about them and a right to correct that information if it is wrong.
Why we need your information?
The type of information we collect from you will depend on what MyiTV products and services you use. When you become a MyiTV customer you will need to provide certain details in order for us to establish and manage your customer account. This includes personal information such as such as:
- personal details e.g. name, age, address, phone number, other contact information;
- billing, credit, payment and accounting information e.g. account usage records, billing information, payment method, credit card or bank account numbers, billing and payment history;
- historical information e.g. how you came to be our customer, who was your previous ISP;
- technical information e.g. user name, password, IP address, calling number, telephone service provider;
- Marketing-related information, such as what products and promotions we have marketed to you.
- computer information e.g. type, operating system, skill level;
MyiTV may offer products or services which will be supplied by other suppliers and we will collect the relevant details in order to provide you with the products, services or information requested. Therefore use of information may relate to and include activities such as managing your account, billing, contacting you or providing customer support. MyiTV also collects and uses information about your use of our services for monitoring and evaluation purposes so that we are able to provide our customers with improved and more relevant products.
How we collect your personal information?
MyiTV collects personal information directly from you at the time when you apply for our services. MyiTV may also collect personal information from third parties such as, a wholesale supplier or other entity involved in service that we provide to you, such as a credit reporting agency; marketing firms who carry out promotions for us; or from business acquisition, from the vendor.
What personal information will MyiTV disclose to?
We may disclose personal information:
- to our wholesale suppliers and other entities involved in service delivery to you;
- to our professional advisers, technical and marketing consultants;
- to marketing firms who carry out promotions for us;
- to prospective investors in or purchasers of us or our business;
- to our agents and resellers;
- to a debt recovery or credit reporting agency in case of non-payment;
- to law enforcement agencies in response to a lawful request;
- to government authorities e.g. the Telecommunications Industry Ombudsman;
- to anyone to whom you complain about us or our services;
- As required by law.
- And in a case where another person has claimed a bonus from us for introducing you as a first-time customer, we may advise that person whether you are a first-time customer.
Security of your personal information
MyiTV will take all reasonable steps to ensure that all information we collect, use or disclose is accurate, complete, up-to-date and stored in a secure environment. We keep personal information secure by several means, including:
- storing them in paper files in controlled access places;
- storing them in our computer databases and systems which using good security practices and technology on our network and computers, including password security;
- Control, supervise and imposing confidentiality obligations on staff.
Can you access your personal information?
You can ask for access to personal information we hold about you and to amend that information if it is incorrect. We normally will not charge you a fee for access to your personal information; however we reserve this right to do so. To access your personal, please write to Customer Service Team, MyiTV Pty Ltd, 1109 Whitehorse Road, Box Hill Victoria 3128 and include your user details. If for any reason MyiTV refuses to give you access to your personal information, we will provide you with the reasons for our decision.
Calling Line Identification and number display (CID)
CID is the data (such as the date and time of the call, the duration of the call and calling party's number) created whenever you establish a call to our network. CID allows us to efficiently manage calls, provide accurate billing and investigate any alleged fraudulent use of your account. We will only use this information as required in the normal practice of carrying on our business as an ISP. Any information collected by MyiTV for this purpose shall not be used for any behavioral monitoring, marketing or data mining.
Your consent to this agreement
by using our website, you consent to the collection and use of information by MyiTV as specified above. If MyiTV decides to change this customer privacy policy, we will amend it on our website so that you are aware of the way we are collecting, protecting and disclosing your personal information.
Complaints about breaches of privacy
If you believe that your privacy has been breached by MyiTV, you can lodge a complaint by writing to the address noted below and all attempts will be made to resolve the matter.
MyiTV customer service contact details:
1109 Whitehorse Road, Box Hill Victoria 3128 email: info@myiTV.com.au
f) Complain Handling Policy
MyiTV Pty Ltd (ACN 128 734 627) is absolutely committed to efficient, fair and courteous resolution of genuine customer complaints. By following this Policy, we aim to understand your concerns better, give you more room to communicate your issues and have those issues resolved as quickly as possible.
1. Preamble
a. Definitions
- TIO refers to the Telecommunications Industry Ombudsman
- ACMA refers to the Australian Communications and Media Authority
- TCPC refers to the Telecommunications Consumer Protections Code
b. We acknowledge that customers have the right to complain.
c. We can only investigate a complaint if:
- you are currently a customer of ours, or
- you have had an active account with us within the past two (2) years.
d. This Policy was formulated to comply with the TCPC.
e. Your complaint will not adversely affect the technical qualities of your currently active service or our service commitment.
f. This Policy does not apply to complaints that:
- are the subject of legal action;
- are already filed with the TIO;
- relate to our prices and miscellaneous fees.
g. This Policy has been submitted to the TIO and ACMA, and we will inform the TIO within 7 days if there are any significant changes.
2. Complaint lodgment and our approach to understanding your Complaint
a. Both parties should have a fair and reasonable approach to the complaint, to allow for a fruitful complaint resolution process.
b. All complaints must be recorded in detail and therefore must be submitted in writing;
- By email to: info@myitv.com.au with subject Complaint lodgment - username X where X refers to the customer's username
- By facsimile transmission to: 1300 655 137
- By posting in a letter to: 1109 Whitehorse Road, Box Hill Victoria 3128
- Complaint must include username, full name and contact details i.e. mobile, residential and email address.
c. When your complaint has been received, a member of the customer service team (.Investigation Officer.) will take responsibility for investigating your complaint.
d. An Investigation Officer cannot be assigned to review you complaint if the complaint is not lodged using one of the methods stated in paragraph 2(b).
e. In our investigation, we will consider what is fair and reasonable in the circumstances and whether our Terms and Conditions of Service provided clear directions;
- The Investigation Officer assigned to review your complaint will be your point of contact until closure of the complaint.
- Investigation Officers are trained to review your complaint in an objective and courteous manner.
f. Investigation of your complaint may be suspended or stopped entirely if;
- You are rude, threatening and/or abusive in your communication with your Investigation Officer and/or
- We find your Complaint is of a frivolous or vexatious nature.
3. Complaint handling time frames
a. We will assign a unique Complaint Number to the customer within 5 working days of receiving it. This constitutes our acknowledgement of the Complaint.
b. An Investigation Officer will contact you within 5 working days from the date you received the Complaint Number.
c. We aim to resolve your complaint within 14 working days from the date you received your Complaint Number, and the outcome to be sent in writing.
d. On resolving your complaint, both parties must accept the undertakings in writing within 2 working days.
e. On acceptance of any undertakings and there being any further actions required, we will action any undertakings we have agreed to within 3 working days subject to external constraints. Should an action relate to a refund, note that the refund will be completed within 30 working days.
4. Escalation of your complaint
a. If you do not feel the outcome of your complaint was fair or reasonable, you do not have to accept the outcome provided by your Investigation Officer.
b. You may request your Complaint to be reviewed by the Customer Service Manager. This escalation must be made in writing, clearly stating the reason(s) to why you feel the outcome(s) provided were unfair and unreasonable.
c. A complaint escalated for review by the Customer Service Manager will be resolved within five (5) working days, after which you will be notified in writing of the outcome and paragraphs 3(d) and 3(e) will come into effect again.
d. If you do not believe the outcome provided by the Customer Service Manager was fair or reasonable, you should contact the TIO on 1800 062 058 for further assistance.
5. Miscellaneous
a. If a complaint is in relation to a genuinely disputed amount, that amount shall be quarantined from Credit Management until the dispute is resolved.
b. All communication relating to a complaint will be recorded and stored for a period of no less than 2 years.
