Privacy Policy

1. Introduction

SIP Connect respects your privacy. This policy explains how we handle personal information, and it applies to our website, our customer portals, our billing and support systems, and the services we supply to your business.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We also follow the privacy obligations that apply to telecommunications providers under Part 13 of the Telecommunications Act 1997 (Cth), which places additional protections around information about your services and your calls.

1.1 Who we are

U.B.R. Pty Ltd t/a SIP Connect is an Australian owned business communications provider based at Level 4, Suite 2, Greensborough Plaza, 25 Main St, Greensborough VIC 3088.

1.2 What personal information means

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. Because we supply services to businesses, much of what we hold is business information — but it often includes personal information about your staff and contacts, and we treat it accordingly.

2. Information We Collect

2.1 Information you give us

• Contact details for your authorised representatives — name, role, business email, phone number and site address.
• Account and billing details, including payment information and, where relevant, credit assessment information.
• Service details you provide during ordering and porting, such as existing carrier account information and site information.
• Support information, including fault descriptions, correspondence and call recordings where we tell you a call is being recorded.

2.2 Information we generate or collect automatically

• Service and network data, including call detail records — the numbers called, the time, duration and destination of calls.
• Technical data needed to operate and secure the service, including IP addresses, device registration details and system logs.
• Website and portal data, including pages visited and general analytics data. See our Cookie Policy for detail.

2.3 Information from third parties

We may receive information from carriers and supplier networks involved in delivering your service, from credit reporting bodies where we carry out a credit assessment, and from publicly available business sources.

2.4 Sensitive information

We do not seek sensitive information such as health, racial or political information. We may receive limited health-related information where you tell us about a circumstance relevant to financial hardship or to a priority assistance request; we use it only for that purpose and with your consent.

2.5 Content of your communications

We do not listen to, record or read the content of your calls or messages. Our platforms carry that traffic; access to it is restricted, logged, and only permitted where you have asked us to investigate a fault, where you have enabled a call recording feature yourself, or where we are legally required.

3. How We Use Information

We use personal information for the purpose it was collected for, and for related purposes you would reasonably expect.

4. Marketing Communications

We may send you information about our services by email, phone or post where you are a customer or have asked us about our services. Our marketing is business-to-business and we keep it relevant and infrequent.

• Every marketing email includes a one-click unsubscribe link.
• You can opt out at any time by emailing privacy@sipconnect.com.au or calling 1300 747 266.
• Opting out of marketing does not stop essential service messages such as outage notifications, maintenance notices, invoices or notices of a change to your service.
• We do not sell, rent or trade personal information to third parties for their own marketing.

We comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

5. Cookies and Website Data

Our website uses cookies and similar technologies to make the site work, remember your preferences, and understand how the site is used. Our Cookie Policy sets out the categories of cookie we use and how you can control them.

• Essential cookies keep the site secure and functional and cannot be switched off.
• Analytics cookies help us understand which pages are useful.
• Preference cookies remember settings such as your consent choices.

You can manage cookies through our consent banner and through your browser settings. Blocking essential cookies may stop parts of the site working.

6. Analytics

We use website analytics to measure traffic and improve content. Analytics data is used in aggregate; we do not use it to build a profile of an individual, and we configure our analytics to limit the retention of identifiers where the platform allows.

Where an analytics provider processes data outside Australia, that transfer is covered in section 8.

7. Third-Party Providers and Disclosure

We disclose personal information only where it is necessary to deliver your service, or where the law requires it.

8. Overseas Disclosure

Our support, billing and service management is performed in Australia by our own team. We do not offshore customer service.

Some of the software platforms we use to run our business — for example collaboration, analytics or ticketing tools — are provided by global vendors and may store or process data in overseas data centres, most commonly in Australia, and otherwise in countries such as the United States or member states of the European Union.

Where information is disclosed overseas, we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles, including contractual protections and vendor security assessments.

9. Security Controls

We protect personal information with a combination of technical, physical and administrative controls.

• Access to customer information is restricted to staff who need it, and is individually authenticated and logged.
• Multi-factor authentication is applied to administrative access to our systems.
• Data is encrypted in transit, and at rest where our platforms support it.
• Systems are patched and monitored, and we operate fraud and anomaly detection across our voice platforms.
• Staff complete privacy and security awareness training, and are bound by confidentiality obligations.
• We maintain incident response procedures, tested against our obligations under the Notifiable Data Breaches scheme.

9.1 If a data breach occurs

If we suffer a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme, and we will tell you what happened, what we are doing about it, and what you should do.

9.2 What you can do

Protect your own account by using strong, unique passwords, enabling multi-factor authentication where offered, restricting international dialling if you do not need it, and telling us immediately when a staff member leaves.

10. Data Retention

We keep personal information only as long as we need it, or as long as the law requires.

When information is no longer needed we destroy it securely or de-identify it.

11. Access and Correction

You can ask us for a copy of the personal information we hold about you, and ask us to correct it if it is wrong.

1. Email privacy@sipconnect.com.au or write to us at Level 4, Suite 2, Greensborough Plaza, 25 Main St, Greensborough VIC 3088.
2. Tell us what information you are seeking, so we can find it efficiently.
3. We will verify your identity — this protects you as much as us.
4. We will respond within 30 days. Access is normally free; if a request is complex we will tell you about any cost before we proceed.

There are limited circumstances where we may refuse access — for example where it would unreasonably affect another person's privacy, or where the law requires or authorises us to refuse. If we refuse, we will explain why in writing and tell you how to complain.

11.1 Anonymity

You may deal with us anonymously for general enquiries. We cannot provide, support or bill a telecommunications service anonymously, because we are required to identify our customers.

12. Privacy Complaints

If you believe we have mishandled personal information, please tell us. We take privacy complaints seriously and treat them as a priority.

1. Email privacy@sipconnect.com.au with the details, or call 1300 747 266.
2. We acknowledge your complaint within two Business Days.
3. We investigate and give you a written response, normally within 30 days.
4. If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
5. For complaints about your telecommunications service more broadly, you can also contact the Telecommunications Industry Ombudsman on 1800 062 058.

13. Changes to This Policy

We review this policy at least annually. The current version is always published in the SIP Connect Resources Centre with its version number and effective date. Where a change materially affects how we handle your information, we will tell you directly.

14. Contact Information