Our Privacy Statement

This Privacy Statement explains how we collect, store, use and share your personal information. It also
incorporates our Credit Reporting Policy which lets you know how we use any credit-related information that
we may collect.

How do we manage credit information?

We might collect credit information from you or give your information to credit reporting bodies (e.g., when
we are checking your credit worthiness).
Credit information that we collect includes:

• Identification information
• Details about information requests made about you to credit reporting bodies
• Current and historical details about your credit applications and credit arrangements
• Information about overdue payments, default listings and serious credit infringements, and information about payments or subsequent arrangements in relation to either of these
• Publicly available information about you, your bankruptcy history and credit-related court judgments against you
• Your credit scores or assessments of your credit worthiness.

Credit information relates primarily to your dealings with other credit providers (e.g. banks, other financial institutions, or other organisations that may provide you with credit in connection with their products or services). It may also include certain credit worthiness information that we derive from the data that we receive from a credit reporting body. We may collect this information about you from other credit providers. We may disclose your credit information to credit reporting bodies. They in turn may include it in credit reporting information they provide to other credit providers to assist them to assess your credit worthiness. We may use or disclose your credit information for purposes such as:

• Developing our own credit assessment and credit worthiness rating system
• Processing credit-related applications and managing credit that we provide
• Helping you to avoid defaulting on credit arrangements
• Collecting amounts you may owe us in relation to such credit arrangements and dealing with serious
  credit infringements
• Assigning our debts or acting in connection with any securitisation or other financing arrangement (e.g, if we assign debts you owe us to another party)
• Participating in the credit reporting system
• Dealing with complaints or regulatory matters relating to credit or credit reporting
• When required or permitted by another law

You have the right to request credit reporting bodies not to:

• Use your credit eligibility information to determine whether credit providers can send you direct marketing material and
• Use or disclose your credit eligibility information if you have been or are likely to be a victim of fraud.

How can you access or correct your personal information?

To ensure that we can provide you with the best products and services possible, it’s important that you make
sure the personal information we hold about you is accurate, up-to-date and complete. You also have the right
to request a copy of the personal information that we hold about you. There is no charge to submit a request
or to correct personal information, however we may charge you an administrative fee for providing access to
your personal information on request.

How can you make a privacy complaint?

You can use our contact details to notify us of any privacy complaints you have against us. We are committed
to acknowledging your complaint in a prompt manner and will give you an estimated timeframe for when we
will respond to your complaint.
If your complaint is in relation to a credit reporting issue, we will acknowledge your complaint in writing as
soon as possible. We will aim to investigate and resolve your complaint within 30 days of receiving it. If we
need more time, we will notify you about the reasons for the delay and provide a new estimate timeframe. We
may need to consult with a credit reporting body or another credit provider to investigate your complaint.

How can you contact us?

If you have any questions in relation to this Privacy Statement, our management of your personal information
or you would like a copy of this Privacy Statement sent to you, please call us on 1300637997 or email us
at info@voicecloud.net.au

COMPLAINTS POLICY

We are dedicated to excellence in servicing our customers. If for some reason you are not satisfied with the
service received, we have a complaint policy in place.
There are several methods to file a compliment or complaint. We will ensure that your compliment or
complaint is handled as efficiently and effectively as possible in accordance with our policy.
Please use your preferred method from the options below to submit your compliment or complaint and if
possible include your customer number and return contact details in any correspondence.

CONTACT US VIA PHONE

1300 637 997 Monday – Friday 9:00AM – 5:00PM AEDST

CONTACT US VIA EMAIL

Attn: Complaints

complaints@voicecloud.net.au

ACCEPTABLE USE POLICY

This Policy aims to ensure Voice Cloud can continue to provide high quality tele-communications services including but not limited to telephone, internet, mobile phone, internet telephony and other telecommunications services to all Customers in compliance with applicable laws and industry codes.

This Policy also looks to safeguard the security and integrity of the infrastructure and systems which we use to deliver Services in order to maintain them consistently for the common benefit of all users and other suppliers of telecommunications.

The Policy applies to all our Services. It sets out Customers’ responsibilities when using our Services and confirms the steps we may take to ensure and monitor compliance with this Policy.

WHEN DOES THIS POLICY APPLY?

This policy applies to all Customers and any users of our Services. By acquiring or using any of our Services, you are taken to have agreed to comply with the terms of this Policy.

We may rely on this Policy where a Customer is : 

• not in accordance with this Policy
• reasonably considered to be use outside the purposes of the relevant Plan.

GENERAL RESPONSIBILITY FOR BEHAVIOUR

Every end user is responsible for their use of our Services, network and the operation of any systems or applications accessed or used with our Services. All Customers agree they will not use, attempt to use or allow their Service to be used for any unlawful, unsafe, abhorrent ormalicious purpose.

Any act that endangers any person or risks endangering or compromising the security or effective operation of our network, or any of our systems or equipment or the network, systems or equipment of our suppliers, may mean access to a Service will be restricted, suspended or terminated in accordance with the Agreement and this Policy.

When using a Service, we may require users to comply with rules imposed by our suppliers or from a third party from which you access content. Where a supplier or third party provider considers one of our Customers is in breach of this Policy, they may require we prevent the relevant Customer continuing to breach this Policy.

If a Customer fails to comply with these obligations, we may suspend or cancel a Customer’s use of or access to some or all Services.

UNLAWFUL USE

1. breach any law, code or standard.
2. transmit, publish or communicate material which is defamatory, offensive, abusive, indecent, menacing, unwanted or violates the privacy of another party, including all sexual con-tent, violent or not.
3. distribute communication to a person or group who has indicated that they do not wish to receive the communication from the Customer.
4. store, send or distribute any content which is restricted, prohibited or unlawful under any applicable law, or that is likely to be offend a reasonable person.
5. send or distribute unsolicited advertising or bulk messages as defined in  the Spam Act 2003 or otherwise breach our Spam policy.
6. do anything which promotes, incites, instructs in or depicts violent conduct or hatred against, any person or class of persons, or which
   could give rise to civil or criminal proceedings.
7. gain un authorised access to a person’s private or personal information or a company’s commercially sensitive information (or attempt todo either).
8. use another person’s name, user name or password or at-tempt to gain access to the account of any person.
9. provide false, misleading or deceptive information about yourself or your business to us or any other person in relation to your use of the Services or in order to gain access to a service or a service feature or infringe any person or company’s intellectual property or other rights.

MALICIOUS USE

1. compromise the security or integrity of any network or system.
2. access, download, store, send or distribute viruses, spy software or other harmful material, including any malware that could potentially be installed to send infected messages.
3. interfere restrict or disrupt services or any other person or company’s use or enjoyment of services.
4. use the service to communicate with emergency service organisations where an emergency situation does not exist.
5. disguise the origin of a use or communication.
6. access monitor or use any data or traffic on any systems or networks without authority.
7. attempt to probe scan or test the vulnerability of any data, system or network.
8. use the services for the purposes of arbitrage.
9. overload any network or system including our infrastructure network and/or systems.
10. tamper with, hinder the operation of or make unauthorized modifications to any network or system.
11. authorise, aid, abet encourage or incite any other person todo or attempt to do any of the above acts.

Provider not responsible for content

Customers acknowledge that:

1. we are not responsible for the content of the services.
2. use of the services is at the Customer’s sole risk.
3. we are not liable for any unsolicited or unwelcome information disseminated via the services to the customer or the consequences of the Customer receiving such information.
4. Services are provided without warranties of any kind, either express or implied, unless such warranties are legally incapable of exclusion
5. The Internet.

• is not necessarily a secure and confidential method of communication and the customer transmits data at their own risk and
• contains viruses, Trojan programs spy software and other harmful material that may destroy or corrupt Customer’s own system and
• is not controlled by us and we are not liable for any damage to, or loss of data caused by material accessed on the internet.

Customers are responsible for providing, configuring or maintaining any equipment or software they need to access the Services, aswell as for the security and integrity of customer’s data (in particular for protecting equipment from unauthorised third parties using your hardware or software) except where we have agreed to provide and manage certain equipment or software.

1. UNREASONABLE USE

Voice Cloud considers customer use of a service, plan inclusion, promotion and/or offer to be unreasonable if accessed or utilised for any non ordinary purpose or if the Plan is a residential plan for household or personal use only, but is instead used for commercial or other untypical household or personal purposes.

Unless the services are provided by us for that purpose and the specific terms and conditions relating to the service or plan provide in writing for commercial or non-ordinary purposes. We may give or withhold consent, or give consent subject to any conditions, at our sole discretion.

Non-ordinary purpose includes:

1. running a telemarketing business or call centre.
2. re-supplying or reselling the Service or facilitating the provision of services to multiple premises, (such as an apartment building, shopping centre, business park, or residential/retirement village) and using that service to facilitate the provision to multiple premises within that multi-premises site.
3. whole sale of any Service (e.g transit refile or aggregate domestic or internation altraffic) on our network.
4. abnormal or excessive use of back to base services.
5. SIM boxing or using the Service (including any our SIM card) in connection with a device or method that switches routes or re-routes traffic
   (e.g. calls, SMS, data, etc.)to or from our network or the network of any supplier.
6. usage that affects other Customers’ access to the network or enjoy mentof the Services.
7. setting up switch devices which overcome subscription and/or pricing charges, potentially limiting the ability for other Customers to access
   the Service.
8. any other activity which would not be reasonably regarded as typical or ordinary use.

2. REGULATORY AUTHORITIES

At law, we are required to assist law enforcement agencies Accordingly we may be required to comply with law enforcement or other lawful requests at any time without notice to customers but in doing so will act in accordance with our legal obligations, including under the Telecommunications (Interception and Access) Act 1979 (Cth).

For more information on how we handle customer information, please refer to our Privacy Policy at www.voicecloud.net.au

3. LAWFUL USE

Customers must ensure that any use of our services is lawful and it is their responsibility for determining the content and information they choose to access when using a service, even if they were used without the customer’s consent, by another person who gains access to them.

Customers are responsible for any content stored, sent, accessed or distributed on or via our network and systems including content posted on web pages, email, social media, chat or discussion forums, bulletin boards, instant messaging and SMS. Accordingly, customers must proactively mini- mise unlawful or harmful material or activity on a service (including any encrypted service).

Customers must not use services to send or distribute content which is prohibited or otherwise unlawful under any applicable Australian law or in breach of an applicable Agreement. If customers provide content using the services it is the customer’s responsibility to comply with the Online SafetyAct2021(Cth), any applicable Industry Codes and any other applicable law.

We are required by law to refer a Customer to the Australian Federal Police if we have reason to believe a Service has been used to access child pornography.

4. MONITORING COMPLIANCE

We may from time to time monitor transmissions of published content for the purposes of ensuring compliance with this Policy.

5. WHAT HAPPENS IF I BREACH THIS POLICY?

If we believe on reasonable grounds that a Customer has breached this Policy, we may contact you and ask you to modify your use of the Service.
We also specifically reserve the right to take one or more of the following steps :

1. suspend access to the service indefinitely or for a specific period
2. terminate access to the service and refuse to provide the service to the customer or their associates in the future;
3. inform appropriate government and regulatory authorities of suspected illegal or infringing conduct.
4. delete or edit any of the customer’s data (including web page content) stored on systems.
5. override any attempt by the customer to breach this Policy such as specify a particular traffic routing pattern.
6. take any other action we deem appropriate, including taking action against offenders to recover the costs and expenses of identifying them.

We may also take any of the above steps if directed to do so by a regulatory or other law enforcement body. Please note, our right to suspend access to services with out notice under this Policy overrides any requirement our may have to give notice
under the relevant Standard For more Agreement.

6. CHANGES
We may vary this Policy from time to time but will do so in line with the relevant notice provisions in your agreement with us.
Continued use of Services after receiving notice once the variation takes effect will constitute acceptance of the variation.