What Is Personal Information?
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. This may include information that identifies you directly, as well as information that can identify you when combined with other information.
Some personal information is classified as sensitive information under the Privacy Act 1988 (Cth) and is subject to additional protections.
If technical, usage or other information is combined with information that identifies an individual, we will treat the combined information as personal information.
Information We Collect
The types of personal information we may collect include:
- Contact information – your name, email address, telephone number, position, organisation and business address.
- Account and billing information – client account details, billing contacts, transaction records and payment information.
- Service-related information – support tickets, IT environment details, device and system information, configurations, licence information, audit records and technical logs.
- Communication records – emails, telephone records, support requests, feedback and other correspondence.
- Website and technical information – IP address, browser and device information, pages visited, referring websites and website usage information.
- Security information – authentication records, system alerts, security events and information required to investigate suspected cybersecurity incidents.
When delivering managed IT and support services, we may incidentally access personal or sensitive information contained within a client’s systems.
We only access and use this information where reasonably necessary to provide the requested services, investigate an issue, meet our legal obligations or protect systems and information.
How We Collect Information
We may collect personal information through:
- forms submitted through our website;
- email, telephone and in-person communications;
- our client portal, service desk and support systems;
- remote monitoring, management and security tools;
- cookies, analytics tools and website technologies;
- service delivery and technical support activities;
- authorised representatives of your organisation;
- technology vendors, distributors and service providers; and
- publicly available sources.
Where reasonable and practicable, we collect personal information directly from you.
You may choose not to provide requested personal information. However, this may prevent us from responding to your enquiry or providing some or all of the requested services.
How We Use Your Information
We may use personal information to:
- respond to enquiries and provide requested information;
- deliver managed IT, cybersecurity, cloud, communications and consulting services;
- establish and administer client and user accounts;
- provide technical support and resolve service requests;
- monitor, maintain and secure systems, devices and networks;
- manage licences, subscriptions, warranties and vendor support;
- prepare quotations, agreements, invoices and account records;
- communicate service, billing, operational and security information;
- improve our website, services and client experience;
- investigate fraud, misuse or cybersecurity incidents;
- comply with legal, regulatory and contractual obligations; and
- send relevant service information or marketing communications where permitted by law.
We may use de-identified or aggregated information for reporting, research, service improvement and statistical analysis where that information no longer identifies any individual.
You can opt out of marketing communications at any time by using the unsubscribe option provided or contacting us. We may still send operational, billing, security and service-related communications where necessary.
Third-Party Service Providers
PCFIXIT Business IT Solutions uses trusted third-party providers to support our business operations and deliver services. These may include:
- cloud hosting and data-storage providers;
- email and communication platforms;
- IT service management and remote-support platforms;
- cybersecurity and monitoring providers;
- software vendors, distributors and licensing providers;
- payment processors and financial institutions; and
- professional advisers, insurers and auditors.
We only disclose personal information where reasonably necessary to provide our services, where you have consented, or where disclosure is required or permitted by law.
We do not sell personal information.
If PCFIXIT Business IT Solutions is involved in a merger, acquisition, restructure or sale of all or part of its business or assets, personal information may be disclosed or transferred as part of that transaction.
Where required, we will take reasonable steps to notify affected individuals and ensure the information remains appropriately protected.
Overseas Data Handling
Some technology and cloud service providers used by PCFIXIT Business IT Solutions may store, process or allow access to personal information outside Australia.
The countries involved depend on the services used by PCFIXIT Business IT Solutions or selected by the relevant client.
Where personal information is disclosed overseas, we take reasonable steps required under applicable privacy law to ensure it is appropriately protected.
Further information about the location of a particular service may be provided on request where reasonably available.
Data Security
PCFIXIT Business IT Solutions takes reasonable technical, organisational and physical measures to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
These measures may include access controls, authentication safeguards, encryption where appropriate, monitoring, logging, backups, personnel training and confidentiality requirements.
No electronic transmission or storage system is completely secure. While we cannot guarantee absolute security, we regularly review our safeguards having regard to the information we hold and the risks involved.
If you believe personal information provided to or held by PCFIXIT Business IT Solutions may have been accessed, disclosed or handled without authorisation, please notify us promptly at [email protected].
Notifiable Data Breaches
PCFIXIT Business IT Solutions maintains procedures for responding to suspected privacy and security incidents.
Where a data breach is likely to result in serious harm, we will assess and respond to the incident in accordance with the Notifiable Data Breaches scheme.
Where required, this may include notifying affected individuals and the Office of the Australian Information Commissioner.
Data Quality and Retention
We take reasonable steps to ensure that the personal information we collect, hold, use and disclose is accurate, complete and current. We rely on clients and individuals to notify us when their information changes or requires correction.
We retain personal information only for as long as reasonably necessary to:
- provide and support our services;
- maintain business and transaction records;
- comply with legal, taxation, insurance and contractual requirements;
- investigate security incidents;
- resolve disputes; and
- establish, exercise or defend legal claims.
When personal information is no longer required, we take reasonable steps to securely delete, destroy or de-identify it, subject to applicable legal requirements and backup retention processes.
Accessing or Correcting Your Information
You may ask to access personal information held about you by PCFIXIT Business IT Solutions or request that inaccurate, incomplete or outdated information be corrected.
We may need to verify your identity and authority before processing a request. In some circumstances, we may be permitted by law to refuse access or limit the information provided.
If this occurs, we will generally explain the reason and any available complaint options.
Where we hold information on behalf of a client, we may refer your request to that client as the organisation responsible for the information.
You may also ask us to delete personal information. We will consider the request but may need to retain certain information for legitimate business, contractual or legal reasons.
Privacy Complaints
If you believe PCFIXIT Business IT Solutions has not handled your personal information appropriately, please contact us using the details below.
Please include enough information for us to understand and investigate your concern.
We will acknowledge your complaint and aim to provide a response within 30 days. If we require additional time, we will advise you of the reason and the expected timeframe.
If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner .
Changes to This Policy
PCFIXIT Business IT Solutions may update this Privacy Policy to reflect changes in our services, information-handling practices or legal obligations.
The current version will be published on our website with a revised “Last updated” date.