1. Who this policy covers
BroNET, ABN 43 150 753 265, provides this service. This policy applies when you visit our website, check an address, speak with Alex, apply for or use a BroNET service, make a payment, contact support or use the customer portal.
We handle personal information in accordance with applicable Australian privacy and telecommunications laws. Some records must be kept for legal, fraud-prevention, billing or network-operation reasons even after a service ends.
2. What we collect
Depending on how you use BroNET, we may collect:
- identity and contact details, including your name, email and mobile number;
- service and premises details, including your address, NBN location identifiers, connection technology, plan and equipment;
- account, application, consent, order, billing and payment-status records;
- support messages, complaints, fault reports and interactions with Alex;
- network and service information needed to connect, operate, secure and troubleshoot your service; and
- website and security data such as device, browser, IP address, timestamps and request logs.
Payment card and bank details are collected by our payment processor through secure fields. BroNET receives payment tokens, status and limited payment-method information rather than your complete card or bank credentials.
3. How we collect and use it
We collect information directly from you, from your use of our systems, and from service partners involved in address qualification, network delivery, payment, identity or account administration.
We use it to check availability, recommend and supply services, create and secure accounts, process recurring payments, communicate about orders and outages, provide support, investigate faults and complaints, prevent fraud, meet legal obligations and improve our services. We will not sell your personal information.
Where required, we will ask for consent. You may withdraw consent for optional uses, but this does not affect lawful processing already completed or information needed to provide your service.
5. Alex and automated assistance
Alex uses OpenAI technology to answer questions and help with address checks, plan selection and account support. Messages may be sent to OpenAI to generate a response. Do not enter payment credentials, passwords, identity documents or highly sensitive information into chat.
Alex can assist with a process but does not make final credit, eligibility, activation, complaint or disconnection decisions. Important outcomes are determined by BroNET systems or people using the relevant service and account information.
6. Security, storage and retention
We use access controls, encryption in transit, authentication, logging and service-provider security controls designed to protect information. No online system is risk-free. If an eligible data breach occurs, we will assess it and notify affected people and the Office of the Australian Information Commissioner where required.
We retain information only for as long as it is needed for the purposes described here or required by law, then delete it or de-identify it where practicable. Retention periods vary for billing, contract, complaint, security and telecommunications records.
7. Access and correction
You may ask to access or correct personal information we hold about you. Email support@bronet.com.au with “Privacy access or correction” in the subject. We may need to verify your identity. If access is refused, we will explain why where the law requires and tell you how to complain.
8. Privacy questions and complaints
Email support@bronet.com.au with “Privacy complaint” in the subject. Include your name, contact details, what happened and the outcome you want. We will acknowledge the complaint, investigate it fairly and keep you informed.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner. Telecommunications complaints may also be eligible for free assistance from the Telecommunications Industry Ombudsman.
9. Changes to this policy
We may update this policy when our services, suppliers or legal obligations change. The current version and its effective date will always be published here. Material changes will be communicated when required.