Introduction

Veltrix (ABN: 88 679 989 685), operated by House of Sadaqa, is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you use our NBN internet services.

By using our services or visiting our website at Veltrix.com.au, you agree to the terms of this Privacy Policy. If you do not agree, please discontinue use of our services.

What Personal Information We Collect

We collect the following types of personal information:

• Identity information: full name, date of birth
• Contact details: residential address, email address, phone number
• Account information: username, service address, billing details
• Payment information: credit/debit card details (processed securely via Stripe)
• Technical data: IP address, NBN connection type, service usage data
• Communications: records of your interactions with our customer support team
• Credit-related information: for the purposes of credit assessment where applicable

How We Collect Your Information

We collect personal information in the following ways:

• Directly from you when you sign up for our services or contact us
• Through our website, including our address checker and sign-up forms
• From our wholesale network provider, Intelus, in connection with service provisioning
• Through automated technical means such as cookies and server logs
• From credit reporting bodies, where necessary for account setup

How We Use Your Information

We use your personal information to:

• Provide, manage, and improve our NBN internet services
• Process payments and manage your account and billing
• Communicate with you regarding your account, service updates, and outages
• Comply with our legal and regulatory obligations under Australian telecommunications law
• Respond to your enquiries and provide customer support via our helpdesk
• Send you service-related communications and, with your consent, promotional content
• Detect and prevent fraud, misuse, or unauthorised access to our services
• Support the charitable mission of House of Sadaqa through anonymised reporting

Disclosure of Your Information

We may share your personal information with:

• Intelus (our wholesale NBN provider) for the purpose of provisioning and managing your service
• Stripe (payment processing) — subject to Stripe's privacy policy
• Zendesk (customer support platform) — subject to Zendesk's privacy policy
• Law enforcement or regulatory authorities where required by law, including under the Telecommunications (Interception and Access) Act 1979 (Cth)
• Credit reporting bodies, where applicable and permitted under the Privacy Act

Data Security

We take reasonable technical and organisational measures to protect your personal information from unauthorised access, disclosure, alteration, or destruction, as required under APP 11 of the Privacy Act 1988 (Cth) and the Privacy and Other Legislation Amendment Act 2024.

In the event of an eligible data breach, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.

Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate, incomplete, or out-of-date information
• Make a complaint about how we handle your personal information
• Opt out of direct marketing communications at any time

To exercise any of these rights, please contact us at hello@Veltrix.com.au. We will respond within 30 days.

Cookies

Our website uses cookies to improve your browsing experience. You may disable cookies through your browser settings, though this may affect the functionality of our website, including the address checker tool.

Complaints

If you have a complaint about our handling of your personal information, please contact us first at hello@Veltrix.com.au.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

Changes to This Policy

We may update this Privacy Policy from time to time. Updated versions will be posted on our website with a revised date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

Contact Us

For any privacy-related enquiries, please contact us: