Privacy Policy

1. Overview

RESQ Pty Ltd T/A RES-Q IT Services (Res-Q, Res-Q IT, we, us or our) respects your privacy. This Privacy Policy explains how we collect, hold, use and disclose personal information when we provide IT support, managed services, remote support, software, cloud, cybersecurity, hardware and telecommunications-related services, and when you use our website.

This policy applies to clients, prospective clients, website users, authorised users, end users, suppliers, contractors, job applicants and other individuals who deal with us.

2. Contact details

Privacy enquiries, access requests, correction requests and privacy complaints can be sent to:

• Email: [email protected]
• Phone: (08) 6555 6500
• Address: 7/216 Stirling Highway, Claremont WA 6010

Please include enough detail for us to identify you and understand your request.

3. What personal information we collect

The information we collect depends on how you deal with us and what services we provide. It may include:

• identity and contact details, such as name, job title, business name, ABN or ACN, address, email, phone number and authorised representative details;
• identity verification documents, such as a driver licence, passport, Medicare card or other government-issued identity document, where we need to verify your identity (see the Identity verification documents section below);
• account and billing information, such as invoices, payment status, payment authority details, transaction references and limited payment information;
• credit and trade information, such as credit application information, trade references, credit checks, payment history, overdue account information and collection information;
• service information, such as support requests, service tickets, device details, software licences, user accounts, configuration records, asset records, serial numbers, warranty details, network information and diagnostic information;
• remote support information, including information visible on a screen or device during a support session, remote access logs, session recordings or transcripts where enabled and support notes;
• cybersecurity and monitoring information, such as alerts, logs, event data, email security data, endpoint telemetry, IP addresses, authentication logs and audit trails;
• telecommunications information, such as service numbers, service addresses, SIM details, account holder details, plan details, usage and billing records, porting details, service qualification results and information required by carriers, emergency services or industry databases;
• website and marketing information, such as enquiry forms, cookie data, analytics data, device and browser information, marketing preferences and unsubscribe records;
• correspondence and complaint information; and
• recruitment information if you apply for work with us.

We generally do not seek sensitive information unless it is reasonably necessary for a service, support request or legal obligation. For example, where telecommunications services are supplied, we may need limited information relating to priority assistance, vulnerability, family or domestic violence, accessibility requirements or financial hardship if you choose to provide it or if the law requires us to handle it.

4. How we collect personal information

We collect personal information:

• directly from you or your organisation;
• from your authorised representatives, staff, contractors or users;
• through our website, phone, email, chat, support portal and remote support tools;
• through managed services, monitoring tools, cybersecurity tools, backup tools and service management platforms;
• from third-party providers, including Microsoft, Telstra, internet service providers, NBN-related providers, cybersecurity vendors, cloud hosting providers, payment processors, software vendors and telecommunications wholesale providers;
• from credit reporting bodies, trade referees, banks, payment providers, debt collection providers and business information services;
• from public sources, regulators, dispute resolution bodies and law enforcement where permitted; and
• from other sources where you have consented or where collection is required or authorised by law.

5. Why we collect, use and disclose personal information

We collect, use and disclose personal information to:

• provide, configure, manage, support, monitor and improve our Goods and Services;
• respond to enquiries, quotes, support requests, complaints and disputes;
• identify clients, users and authorised representatives;
• provision accounts, licences, cloud services, security tools and telecommunications services;
• diagnose faults, investigate incidents, manage cyber risks and restore services;
• process payments, issue invoices, manage accounts, perform credit checks and collect overdue amounts;
• comply with supplier, carrier, telecommunications, privacy, tax, corporate, record-keeping, law enforcement and regulatory obligations;
• manage service quality, reporting, audits, training and internal administration;
• prevent fraud, scams, spam, misuse, security incidents and unlawful activity;
• communicate service notices, security alerts, outage information, billing notices and changes to terms or services;
• send marketing communications where permitted by law; and
• protect our rights, property, systems, personnel, clients and users.

6. Credit information and overdue accounts

If you apply for commercial credit or we provide services on credit, we may collect and use personal and business credit information to assess the application, verify creditworthiness, manage the account, process payment arrangements and collect overdue amounts.

We may exchange information with credit reporting bodies, trade referees, banks, credit providers, debt collection providers and legal advisers as permitted by law. Information may include identity details, application details, credit status, overdue amounts, dishonoured payments, default information, serious credit infringement information and whether credit has been paid or discharged.

7. Remote support and managed services

When you request remote support, our technicians may be able to see or control your computer, view files, transfer files, run tools, change settings and access information visible on your screen or device. You should close applications and documents containing personal or confidential information that is not relevant to the support request.

For managed business services, we may deploy remote access, monitoring, security or management agents to managed devices or systems. These tools may collect technical, security and operational information needed to provide the service.

We take reasonable steps to limit access to information to personnel and providers who need it for service delivery, support, security, administration or compliance.

8. Telecommunications information

If we supply or support telecommunications services, we may collect, use and disclose information needed to connect, transfer, port, bill, support, troubleshoot and maintain those services.

This may include information required by carriers, wholesale providers, NBN-related providers, emergency call arrangements, the Integrated Public Number Database, numbering arrangements, complaint handling processes, financial hardship processes, regulatory reporting and lawful requests from authorities.

9. Who we disclose personal information to

We may disclose personal information to:

• our staff, contractors, service desk personnel and professional advisers;
• your authorised representatives and users;
• suppliers and subcontractors who help us deliver services;
• carriers, carriage service providers, NBN-related providers, internet service providers, software vendors, cloud providers, cybersecurity vendors, monitoring vendors and hosting providers;
• payment processors, banks, credit reporting bodies, debt collectors and insurers;
• auditors, legal advisers, accountants and compliance consultants;
• regulators, law enforcement, courts, tribunals and government agencies where required or authorised by law;
• the Telecommunications Industry Ombudsman, ACMA, OAIC or other dispute resolution or regulatory bodies where relevant;
• a purchaser or prospective purchaser of our business or assets; and
• any other person with your consent or as permitted by law.

10. Overseas disclosure and cloud services

Many IT and telecommunications services use cloud, software, support and security platforms that may store or process information in Australia or overseas. Locations may include countries where major cloud, software, support and security providers operate, such as the United States, New Zealand, the United Kingdom, the European Union and parts of Asia.

Where we disclose personal information to an overseas recipient, we take reasonable steps required by law to ensure that the recipient handles the information consistently with applicable privacy requirements, unless an exception applies. Where a provider stores or processes information overseas while acting under our effective control, we use reasonable contractual, technical and organisational measures to protect the information.

11. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access controls, multi-factor authentication, encryption, logging, secure configuration, least-privilege access, backups, staff training, supplier due diligence and incident response processes.

No method of transmission or storage is completely secure. You are responsible for maintaining appropriate security on your own systems, users, devices, credentials and backups.

12. Retention and destruction

We keep personal information for as long as reasonably necessary for the purposes described in this policy, including service delivery, support, billing, legal, tax, audit, insurance, security, dispute resolution and record-keeping purposes.

When information is no longer required, we take reasonable steps to destroy it or de-identify it, unless we are required or permitted to retain it.

13. Access and correction

You may request access to personal information we hold about you. You may also request correction if you believe information is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding. We may refuse access or correction where the law allows, but we will tell you the reason where we are permitted to do so.

14. Privacy complaints

If you have a privacy concern, contact us first using the details in section 2. Please describe the issue and the outcome you are seeking. We will acknowledge your complaint, review it and respond within a reasonable time.

If you are not satisfied with how we handle your privacy complaint, you have the right to escalate the matter to the Office of the Australian Information Commissioner (OAIC). You can contact the OAIC:

• Website: https://www.oaic.gov.au
• Phone: 1300 363 992

We encourage you to raise your concern with us first so that we can resolve it quickly and fairly. For telecommunications-related privacy complaints, you may also contact the Telecommunications Industry Ombudsman after first giving us an opportunity to resolve the matter.

15. Data breaches

If we become aware of a suspected data breach involving personal information, we will assess and respond in accordance with our incident response processes and applicable law.

Where the Notifiable Data Breaches scheme applies and a data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required.

16. Cookies, analytics and website data

Our website may use cookies, pixels, analytics tools and similar technologies to operate the website, understand usage, improve performance, remember preferences and support security and marketing.

You can adjust browser settings to refuse or delete cookies, but some website functions may not work properly.

17. Direct marketing

We may send marketing communications where we have consent or another lawful basis. Commercial electronic messages will identify us, include contact details and include an unsubscribe facility where required.

You can unsubscribe from marketing at any time. We may still send service, billing, security, support and legal notices that are not marketing.

18. Anonymity and pseudonymity

Where lawful and practicable, you may deal with us anonymously or using a pseudonym. However, for most services we need accurate identity, account, contact, billing, service, security and authority information.

19. Automated decision-making

We may use software tools to assist with security monitoring, spam filtering, fraud prevention, ticket triage, service diagnostics, credit administration or account management. Human review is used where appropriate.

Privacy law requirements about automated decisions are changing. We will review this policy before 10 December 2026 if we use computer programs to make decisions that could reasonably be expected to significantly affect the rights or interests of an individual.

20. Identity verification documents

In some cases we need to verify your identity or the identity of your authorised representatives — for example, to set up or manage an account, or to meet supplier vetting, telecommunications, credit, anti-fraud, or legal and regulatory requirements.

To do this, we may collect identity verification documents such as a driver licence, passport, Medicare card, proof of age card or other government-issued identity document, together with the information shown on them.

How we collect them: we collect identity documents directly from you or your authorised representatives through our website forms, by email, through our support portal, or in person.

How we use them: we use identity documents only to verify identity and for the related purposes described above. As part of verification, we may confirm the details of an identity document against the records of the relevant issuing agency.

How we store and handle them: we hold identity documents and verification results securely, using access controls, least-privilege access and encryption where practicable, and we limit access to personnel who need it. We disclose them only to the relevant issuing or government body, or to others where permitted or required by law.

How long we keep them: we keep identity documents only for as long as reasonably necessary to verify identity and to meet our legal and record-keeping obligations, after which we take reasonable steps to securely destroy or de-identify them.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The updated version will apply from the date it is published on our website or the date stated in the policy.