Privacy Policy

Privacy Policy

This is Goodtel Communications Pty Ltd's Privacy Policy, which forms part of Goodtel Communications' Standard Form of Agreement or Goodtel Communications' Master Services Agreement, as applicable. Definitions for the terms used in this Policy are contained in Goodtel Communications' Standard Form of Agreement or Goodtel Communications' Master Service Agreement, as applicable. This policy forms part of our Standard Form of Agreement.

We only collect personal information where it is necessary to perform our functions and activities and provide the Supplies to you. We would like to reassure customers that we will only disclose your personal information as set out in this Policy.

1. Collection and use of personal information

We may, in our discretion, retain and access any data or information concerning your use of the Supplies.

Where we hold information that you lodge with us (for transmission or web hosting) we will make backup copies of your information. However, we do not guarantee successful restoration of your information lodged on our servers in the unlikely event of loss of that information (due, for instance, to a catastrophic hardware failure). It is your responsibility to ensure that you keep back-up copies of all information that you lodge with us.

In relation to any credit card information supplied to us via our website, for the purpose of signing up, we do not store credit card details nor do we share these with any 3rd party. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When credit card details are collected, we simply pass them on in order to be processed as required.

2. Identity verification and the Document Verification Service

When you apply for or activate a Goodtel service, we may need to verify your identity. To do this, we use the Australian Government's Document Verification Service (DVS), operated through the IDMatch platform and administered by the Attorney-General's Department.

How we use the DVS

The DVS allows us to check that the details on your identity documents (such as your passport, driver's licence or Medicare card) match the records held by the relevant government document issuer. We submit your identification information electronically to the DVS, which returns a match result. We do not receive a copy of your original government record. For more information about the operation and management of these identity verification services, visit the Government IDMatch website at

For more information about the operation and management of the DVS, visit: idmatch.gov.au.

Our legal obligations

We collect and use your identification information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our use of the DVS is governed by a DVS Business User Participation Agreement with the Attorney-General’s Department and the DVS Access Policy.

Your rights

You have the right to:

• know what personal information we hold about you and request access to it
• request correction of information that is inaccurate or out of date
• make a complaint about how we handle your identification information

To exercise any of these rights, contact our Privacy Officer at hello@goodtel.com.au or call 1800 114 663.

What happens if you do not consent

Providing your identification information and consenting to a DVS check is not mandatory. However, if you choose not to consent, we may not be able to verify your identity through the DVS. In that case, we will offer you an alternative method of identity verification, which our team can explain to you. In some circumstances, if we cannot verify your identity by any means, we may be unable to provide the requested service.

How to make a complaint about our use of the DVS

If you have concerns about the collection, use or disclosure of your identification information through the DVS, you can:

• Contact our Privacy Officer at hello@goodtel.com.au or 1800 114 663
• Contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992
• Visit the IDMatch website for further information about the DVS: idmatch.gov.au

3. Disclosure of personal information

We will not disclose personal information or any other information or data held by us about you to a third party unless:

• we have reason to suspect that unlawful activity has been, is being or may be engaged in, and we disclose this information as a necessary part of our investigation of the matter or in reporting our concerns to relevant persons or authorities; or
• we are required or specifically permitted by or under law to provide this information to an authority or person that is duly authorised to request it; or
• a court order compels us to disclose this information to a specified recipient; or
• we are otherwise required or specifically permitted by law to disclose this information (including disclosure permitted under the Privacy Act 1988). Such disclosure includes any disclosure necessary to provide the Supplies to you (including for example possible disclosure to our suppliers).

4. Consent to use of personal information

You expressly consent to us:

• using any data or information that you provide to us in connection with provision of the Supplies to provide you with information (whether by email, post or any other form of communication) about other goods and services offered by Goodtel Communications (or a related entity of Goodtel Communications), about Goodtel Communications (and/or a related entity of Goodtel Communications) and/or about any other topic which we consider would be of interest to you based on the Supplies we currently provide to you unless you let us know in writing that you do not wish to receive such information;
• to contact you (whether by email, post or any other form of communication) about any matter in connection with the Supplies or the provision of the Supplies; and
• disclosing any data or information that you provide to us in connection with provision of the Supplies to our suppliers, other service providers, or specialist advisers who provide us with administrative, financial, research or other services, and insurers, credit providers, credit reporting or references agencies or insurance investigators, to the extent it is necessary to enable the Supplies to be provisioned to you.

5. Credit reporting

We will not use or disclose your credit report or any personal information derived from that report unless we are required or specifically permitted to do so under Part ΙΙΙA of the Privacy Act 1988 or the Credit Reporting: Code of Conduct.

6. Law enforcement

You acknowledge that we must cooperate with the lawful requests of members of the police force or any other person duly authorised to investigate breaches of the law, and that we may disclose any information held by us in relation to your account to such authorities if compelled or required to do so.

7. Access to and correction of personal information

You may by written request to us access the personal information we hold about you, and we will grant you access unless we are required or permitted to refuse such a request. We may charge a reasonable fee for such access in accordance with the Privacy Act 1988. You may also by written request to us ask that personal information we hold about you be corrected if you consider it is not accurate.

8. Calling Line Identification

We draw your attention to the ACIF Calling Number Display Code of Practice, which can be viewed at http://www.acma.gov.au. In particular: this Industry Code requires carriage service providers to inform their customers that they receive Calling Line Identification (“CLI”) information in many circumstances where the customer would expect this to not occur; and Goodtel Communications receives this CLI information in most cases which means we know the phone number you call us from when you make a modem or ISDN call to connect to the Internet even if you have a silent number or use ‘per call blocking’.

9. Contact us

If you have any enquiries about the handling of your personal information or would like to make a complaint, please contact our Privacy Officer by email at hello@goodtel.com.au or phone 1800 114 663.

Goodtel Communications Pty Ltd, 2/65 Dover St, Cremorne, VIC, 3121, Australia | 1800 11 GOOD | hello@goodtel.com.au | goodtel.com.au