Privacy Policy

Overview

This Privacy Policy outlines how we manage your personal information—including how we collect, use, disclose, and store it securely. It applies to all interactions you have with us, whether via our websites, service platforms, social media, phone support, live web chat, or onsite visits.

Who We Are (Our Services)

We are an independent provider of IT services and consulting, specialising in:

• Computer & Laptop Repairs (Hardware & Software diagnostics and fixes)
• New Device Setup (Servers, printers, and smart devices)
• Remote & Onsite IT Support (Nationwide helpdesk and local Melbourne technical assistance)
• Business IT Support (Day-to-day troubleshooting, network management, and employee onboarding for Small to Medium Enterprises)
• IT Consulting & Managed Services (Strategy, audits, proactive maintenance, and monitoring)
• Telecommunications (Partnered reseller of NBN, Phone, and Mobile Services)

Your Agreement

By using our services, accessing our website, or submitting a job application, you acknowledge that you have read and understood this Privacy Policy.

If you do not agree with our data handling practices, please do not use our services, website, live web chat, or provide us with your personal information.

By voluntarily providing your data, you consent to its collection and use as described below.

1. What Personal Information We Collect

We limit our collection to information that is reasonably necessary to deliver our services effectively:

• Identity & Business Details: Your name, business name, ABN, and operational details (e.g., staff size).
• Contact Information: Email address, mobile/landline number, and physical address (residential or commercial) required for onsite visits, billing, and service provisioning.
• Customer Support Data: If you contact us for a complaint, enquiry, or product replacement, we record your contact details and the nature of your request to resolve the issue.
• Audio & Visual Records:
• • Call Recordings: We may record telephone conversations for staff training, quality assurance, and dispute resolution (you will be notified if a recording is active).
  • Onsite Imagery: We may take photos or video of equipment and site conditions (pre- and post-repair) to verify work completion and ensure site safety.
• Service & Technical Data:
• • Access Credentials: Usernames, passwords, or PINs required to access your devices, servers, or networks for repair purposes.
  • Network Infrastructure: Configuration details, Wi-Fi settings, and encryption keys necessary for Managed IT and Consulting tasks.
  • Data Recovery: In recovery scenarios, we may temporarily access your storage drives and file structures.
• Telecommunications Data: For NBN and mobile customers, we collect service qualification addresses, usage metrics, and SIM card identifiers.
• Billing & Financial Data: Invoices, payment history, and transaction records stored in our Client Portal. Note: We do not store full credit card numbers; payments are processed securely via Stripe.
• Digital Footprint & Analytics: Information about how you use our website, including browser type, Internet Service Provider (ISP), referring URLs, IP address, time zone, and geolocation. This data helps us troubleshoot connectivity issues and improve our website performance.
• Employment Data: For applicants and contractors, we collect CVs, interview notes, reference checks, and government identifiers (e.g., Tax File Number).

Consequences of Not Providing Information

You may choose to deal with us anonymously for general enquiries (e.g., pricing). However, we cannot provide specific services without your personal data.

Without a Physical Address, we cannot perform Onsite Support or provision NBN services.

Without Remote Access permissions, we cannot perform Remote Support.

Without Contact Details, we cannot validate warranties, issue invoices, or confirm bookings.

2. How We Collect Your Data

We collect data directly from you, or from your authorised representatives (such as an assistant, employee, or family member acting on your behalf), through various channels:

• Direct Interaction: When you fill out website forms, use our live web chat, email us, or speak to our support team.
• Service Usage: When you utilise our telecommunications networks, IT support platforms, or software tools.
• Onsite Observation: During site visits, we may collect data by observing your physical environment and documenting equipment configurations.
• Automated Technologies: Through cookies, analytics tools (e.g., Google Analytics, Amplitude, PostHog), error-tracking software (e.g., Sentry) and system logs.

• Third Parties: We may receive information from recruitment agencies, referees, or credit reference agencies.

3. How We Use Your Personal Information

We use your data strictly for the purposes for which it was collected:

A. Business Operations & Service Delivery

• To perform repairs, setups, and remote troubleshooting.
• To verify your identity and manage your Client Portal account.
• To provision and manage NBN/Mobile services via our wholesale partners.
• To process payments (via Stripe) and, for business accounts, to assess creditworthiness.

B. Service Improvement & Intelligence

• To debug website errors, monitor system stability, and ensure network uptime (via tools like Sentry).
• To analyse usage trends and user behaviour (via tools like Google Analytics, Amplitude, and PostHog) to improve our service offerings.
• To train staff and improve support quality using call recordings.

C. Legal Compliance & Safety

• To comply with Australian laws, including Telecommunications Data Retention laws.
• To provide location data to Emergency Services (Triple Zero) when required by law for voice customers.
• To assist law enforcement agencies upon valid legal request.

D. Security & Fraud Prevention

• To detect and prevent malicious activity, scams, and fraud.
• To protect our digital infrastructure using security tools (e.g., Cloudflare).
• To notify you of any relevant security breaches or vulnerabilities.

E. Communication & Marketing

• To send operational updates (invoices, outage alerts, appointment reminders).
• To send personalised offers or newsletters (which you can opt-out of at any time).

• To communicate with job applicants regarding vacancies.

4. Who We Share Your Data With

To deliver our services, we may share information with trusted third-party providers. By using our services, you acknowledge that data may be disclosed to:

4.1. Third-Party Analytics, Heat-mapping, and Microsoft Clarity

To continuously improve our digital infrastructure and user experience, GoGeeks Pty Ltd utilises advanced analytics and session recording technologies.

We utilise Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioural metrics, heatmaps, and session replay. This allows us to improve and market our enterprise IT products and services effectively. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of specific services, content engagement, and overall online activity.

Additionally, we use this information for site optimisation, fraud prevention, security auditing, and targeted advertising. By using our website, you consent to the collection and sharing of this telemetry data with Microsoft. For more detailed information about how Microsoft collects, processes, and uses your data, please review the Microsoft Privacy Statement.

5. Overseas Data Disclosure

While we host core infrastructure in Australia, we utilise global cloud service providers (including Microsoft and Cloudflare) and marketing tools. As such, some personal information may be processed in jurisdictions outside Australia, including the USA, Singapore, and the EU. We rely on Standard Contractual Clauses (SCCs) and Data Processing Agreements (DPAs) to ensure these providers adhere to strict privacy standards.

6. Cookies, Analytics & Consent Management

We use cookies and tracking technologies to ensure our website functions securely and to understand user behaviour. In preparation for modern privacy reforms, we classify online tracking identifiers (such as IP addresses and cookie IDs) as Personal Information.

• Essential Cookies: Necessary for security (e.g., Cloudflare) and core site functions. These cannot be disabled.
• Spam Protection: We use Google reCAPTCHA to block bots. This tool analyses user behaviour (mouse movements) and is subject to Google’s Privacy Policy.
• Analytics & Performance (Non-Essential): Tools like Google Analytics, Amplitude, and PostHog help us improve our site.
• Error & Performance Monitoring: Tools like Sentry help us identify technical crashes and bugs to ensure a smooth user experience. Privacy Note: We employ Strict Masking to ensure sensitive input fields (passwords/credit cards) are never recorded or sent to these tracking services.

Your Consent & Control

We respect your right to choose. You can manage, accept, or decline non-essential cookies (such as those used for analytics and targeted advertising) via the cookie consent banner provided on our website.

Targeted Advertising Opt-Out

If you have consented to marketing cookies, we may use tracking pixels for advertising. You can control or revoke your ad preferences directly on these platforms:

• Facebook: Ad Settings
• Google:  My Ad Center
• Bing (Microsoft): Ad Privacy Settings

• LinkedIn: Guest Controls

7. Automated Decision-Making

We do not use AI or automated systems to make decisions that significantly affect your legal rights (such as credit denial).

8. Children's Privacy

Our services are not directed to minors. By booking a service, you warrant that you are at least 18 years of age. If we discover data collected from a minor without parental consent, we will delete it.

9. Data Security & Retention

We employ a "Defence-in-Depth" security strategy, including:

• Encryption: All data in transit is encrypted using industry-standard TLS 1.3 protocols.
• Breach Protocol: We are committed to the Notifiable Data Breaches (NDB) scheme. In the event of a data breach likely to cause serious harm, we will notify you and the OAIC immediately.

• Data Retention & Destruction: We only retain your personal information for as long as necessary to fulfill the purposes outlined in this policy, or as required by law (such as financial records for the ATO or telecommunications data retention laws). Once no longer required, we take reasonable steps to securely destroy or de-identify your data.

10. Your Privacy Rights

Under the Privacy Act (and upcoming regulatory reforms), you have enhanced rights regarding your personal data. You have the right to:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request that we fix any inaccurate, out-of-date, or incomplete information.
• Erasure (Right to be Forgotten): Request the deletion of your data, subject to our legal and financial retention obligations.
• Data Portability: Request a copy of your personal data in a structured, commonly used, and machine-readable format to transfer to another service provider.
• Object / Opt-Out: Object to the processing of your data for specific purposes (such as direct marketing or targeted profiling).
• Anonymity: Interact with us using a pseudonym for general enquiries where it is practical and lawful to do so.

To exercise any of these rights, please contact our Privacy Officer. We will process your request securely and within 30 days.

11. Amendments to This Privacy Policy

GoGeeks reserves the right to review, update, and amend this Privacy Policy from time to time to reflect changes in our business practices, technology, or legal obligations. Any modifications will be published directly on our website, and the "Effective Date" at the top of this document will be updated. We encourage you to review this page periodically. Your continued use of our services or website following any changes indicates your acceptance of the updated Privacy Policy.

12. Contact Us

For any privacy-related questions or requests, please contact our Privacy Officer:

• Email: privacy@gogeeks.com.au
• Phone: +61 (03) 7066 8877

• Mailing Address: PO Box 23262, Docklands, Victoria - 3008, Australia

13. Complaints

If you have a concern about our privacy practices, please contact us first. We acknowledge complaints within 7 days and aim to resolve them within 30 days.

External Escalation (Telco Services)

For complaints regarding NBN, Phone, or Mobile services that we cannot resolve, you may contact the Telecommunications Industry Ombudsman (TIO):

• Online: www.tio.com.au
• Phone: 1800 062 058

External Escalation (General Privacy)

For other privacy matters, contact the Office of the Australian Information Commissioner (OAIC):

• Online: www.oaic.gov.au

• Phone: 1300 363 992