Privacy Policy

1. Introduction

This Privacy Policy outlines how NEPTUNE INTERNET ABN 38 643 675 816 ("we," "us," or "our") collects, uses, and protects the personal information of customers who use our services, including internet services via the NBN access network and our Atmosphere DNS product. By using our services, you agree to the terms of this Privacy Policy.

2. Information We Collect

We collect and store the following personal information to provide our services effectively:

• Personal Information:

  • First name
  • Last name
  • Phone number
  • Email address
  • Connection address
  • NBN Location ID
  • Aggregation Service ID

• Payment Information:

  • We use Credit Card Processors to handle any credit card transactions. We do not store any credit card information on our systems. Personal information (e.g., name and payment details) is only shared with Credit Card Processors to complete the transaction.

• Atmosphere DNS Service:

  • Domain Allow List: The list of domains you have approved.
  • Domain Deny List: The list of domains you have blocked.
  • DNS Deny List Settings: Your preferences regarding blocked domains.

We do not store any domain search history beyond 24 hours for caching purposes. After this period, any record of your DNS queries is automatically deleted.

3. How We Use Your Information

We use the personal information collected to:

• Provide and improve our internet services.
• Ensure proper routing and delivery of your internet traffic.
• Maintain your DNS allow and deny list settings for the Atmosphere DNS product.
• Communicate with you regarding service updates, customer support, and billing.

4. Data Security

We take the protection of your data seriously and use industry-standard security practices to safeguard it. Access to personal information is restricted to authorized personnel only, and we ensure that appropriate technical and organizational measures are in place to prevent unauthorized access, loss, or misuse of your data.

5. Third-Party Services and Legal Disclosure

We do not share personal information with any third parties except for Credit Card Processors, and only for the purpose of completing credit card transactions.
In situations required by Australian law, we may be required to disclose personally identifiable information to government authorities or regulatory bodies.

6. Retention of Data

• Personal information related to your account will be retained for as long as your account is active or as necessary to comply with legal obligations.
• DNS domain search history is retained for no more than 24 hours, after which it is automatically deleted from our servers.

Under the Australian Privacy Act 1988 (Cth), customers may request the deletion of their personal information after they disconnect from our services.

7. Australian Privacy Principles

We comply with the Australian Privacy Principles (APPs) as outlined in the Privacy Act 1988 (Cth). These principles guide how we manage your personal information, including:

• APP 1 – Open and Transparent Management of Personal Information: We ensure transparency in how we handle your personal information.
• APP 2 – Anonymity and Pseudonymity: You have the option of not identifying yourself when interacting with us, where lawful and practical.
• APP 3 – Collection of Solicited Personal Information: We only collect personal information necessary to provide services to you.
• APP 4 – Dealing with Unsolicited Personal Information: If we receive personal information we did not request, we will handle it according to the APPs.
• APP 5 – Notification of the Collection of Personal Information: We will inform you when we collect your personal information.
• APP 6 – Use or Disclosure of Personal Information: We will only use or disclose your personal information for the purposes for which it was collected or in compliance with Australian law. If you request access to or an update of your personal information, we will comply with APP 6. This principle also relates to your rights under the Freedom of Information Act 1982 (Cth), allowing you to request access to government-held information.
• APP 7 – Direct Marketing: We do not use your personal information for direct marketing purposes without your consent.
• APP 8 – Cross-border Disclosure of Personal Information: We do not transfer your personal information outside Australia unless permitted by law.
• APP 9 – Adoption, Use or Disclosure of Government Identifiers: We do not use government identifiers (e.g., Medicare numbers) to manage your personal information.
• APP 10 – Quality of Personal Information: We take reasonable steps to ensure your personal information is accurate, up-to-date, and complete.
• APP 11 – Security of Personal Information: We protect your personal information from misuse, interference, loss, unauthorized access, modification, or disclosure.
• APP 12 – Access to Personal Information: You have the right to access your personal information held by us, in accordance with APP 12 and the Freedom of Information Act 1982 (Cth).
• APP 13 – Correction of Personal Information: You may request correction of your personal information, and we will take steps to correct it as required.

8. Children’s Privacy

This policy does not apply to individuals under 18 years of age, and we do not knowingly collect personally identifiable information from children under 18. If we become aware that such information has been collected without parental consent, we will take reasonable steps to remove that information from our systems.

9. Complaints

If you believe we have not complied with the Australian Privacy Principles (APPs) as outlined in the Privacy Act 1988 (Cth), you have the right to make a formal complaint.
Complaints must include your first name, last name, contact phone number, email, and connection address. Please address complaints to support@neptune.net.au, and we will endeavor to respond in accordance with Australian Privacy Principle 1.

10. Your Rights

You have the right to access, correct, or request deletion of your personal information. If you wish to exercise these rights or have any concerns about how your data is handled, please contact our customer support team.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will notify you of any significant changes and update the effective date of this policy.

12. Contact Us

If you have any questions or concerns regarding this Privacy Policy or our data practices, please contact us at support@neptune.net.au.

Effective Date: 14 October 2024 Last Updated: 14 October 2024

This Privacy Policy ensures transparency in how NEPTUNE INTERNET ABN 38 643 675 816 handles customer data, in compliance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the Freedom of Information Act 1982 (Cth), while safeguarding personal information and protecting children's privacy.