1. Introduction

This privacy policy explains how Ballarat Smartphones Pty Ltd (“we”, “us”, or “our”) collects, uses, discloses, and protects your personal information. We are committed to managing your data responsibly and in accordance with Australian privacy laws.

By contacting us, visiting our website, entering our property, or using our services, you agree to the handling of your information as described in this policy.

For information about how we manage data specifically during repairs, data transfers, or backups, please refer to our Device and Data Retention Policy.

Updates to this policy will be published on our website.

2. Information We Collect

2.1 Personal Information

We may collect personal information including:

• Name (first and surname)

• Contact details (email address, phone numbers)

• Credentials: Usernames and passwords provided verbally only where strictly necessary (for example, diagnosing email access issues at your request). We strongly recommend you change your passwords immediately after the service is completed.

• Details provided on paper for immediate service needs. This information is only retained as long as required.

2.2 Non-Personal Information

We may collect non-personal information such as:

• Device details (make, model)

• Usage data required for repairs (passcodes or patterns)

• Website usage data including cookies and analytics

You may manage cookie preferences via your browser.

2.3 Sensitive Information

We do not intentionally collect sensitive information. However, during repair work we may encounter health or fitness data stored on your device.

If this occurs:

• We do not access, store, or use this data beyond what is required to complete the repair

• We take reasonable steps to protect it

• We will not intentionally collect sensitive information without explicit consent unless required by law

• Technicians only access data required for the service

2.4 Call Data and Automated Receptionist System

When you call our business, your call may be handled by an automated receptionist system. We may collect:

• Call audio recordings

• Transcriptions of calls

• Information you provide during the call (such as name, device details, issue descriptions, booking preferences)

This information is used to assist with enquiries, verify communication, and improve service quality. Some call data may be processed by secure third-party providers, including those located overseas. See Section 6.5.

2.5 CCTV and On-Site Video Monitoring

Our property is monitored by CCTV cameras for security, safety, and loss-prevention purposes. These cameras may capture video of customers, staff, contractors, vehicles, and devices while on the premises.

CCTV footage is used to:

• Protect customers, staff, and property

• Deter and investigate theft, incidents, or damage

• Assist with law-enforcement requests

Footage is stored securely, accessed only by authorised personnel, and retained for a limited time unless required for investigation or legal purposes.

3. How We Use Your Information

3.1 Service Delivery

To provide repairs, diagnostics, data services, and customer support.

3.2 Communication

To contact you about repair updates, quotes, confirmations, booking reminders, or collection notices.

3.3 Legal Compliance

To comply with legal obligations, resolve disputes, and enforce policies.

3.4 Marketing (With Consent)

With your explicit consent, we may send promotional emails or messages. You may opt out at any time.

We do not sell or trade your information.

4. Data Security

We apply reasonable security safeguards including encryption where appropriate, access controls, secure device and data storage, and internal security practices. Only authorised staff can access personal information.

If a data breach occurs, affected individuals will be notified as required by law.

5. Data Retention and Disposal

We keep personal information only as long as required to deliver services or meet legal obligations. Data is securely destroyed when no longer needed.

6. Data Sharing and Disclosure

6.1 Service Providers

We may share data with trusted service partners who assist us, including micro-soldering specialists and technical contractors.

6.2 Legal or Regulatory Requirements

We may disclose information to comply with legal obligations, court orders, or lawful government requests.

6.3 Business Changes

If our business is sold, merged, or restructured, customer data may be transferred to the new owner. Their privacy policy would then apply.

6.4 External Websites

Our website may contain links to third-party sites. We are not responsible for their content or privacy practices.

6.5 AI Processing and Overseas Data Handling

We use third-party AI and telecommunications providers, including Vapi and Twilio, to manage phone calls, transcriptions, and automated receptionist services. As part of this process, some personal information may be:

• Transmitted through overseas servers

• Temporarily stored for operational purposes

• Processed by automated systems

We take reasonable steps to ensure these providers meet privacy and security expectations.

6.6 CCTV Footage

We may provide CCTV footage to law enforcement agencies when required.

7. Your Rights

Under Australian Privacy Laws, you have specific rights regarding your personal information. You are entitled to:

• Access and Correction: Request access to the personal information we hold about you and request corrections if it is inaccurate, out of date, or incomplete.

• Request Deletion: Request that we delete your personal information once our services are complete and legal retention periods have expired.

• Opt-Out: Unsubscribe from marketing communications at any time.

• Anonymity: Interact with us anonymously or using a pseudonym where lawful and practical (note that device repairs generally require identification).

Privacy Complaints

If you have a concern about how we have handled your personal information, please contact us in writing using the details in Section 10. We take privacy complaints seriously and will investigate and respond within a reasonable timeframe (usually within 30 days).

If you are not satisfied with our response or how your complaint was handled, you may contact the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au

• Phone: 1300 363 992

8. Children’s Privacy

Our services are not intended for individuals under 13. We do not knowingly collect data from children under this age.

A parent or guardian must authorise repairs for devices used by minors. Any information relating to a child collected in error will be deleted at your request.

9. Changes to This Policy

We may update this policy from time to time. The latest version will always be available on our website.

10. Contact Us

11. Consent

By contacting us, visiting our website, entering our property, or using our services, you consent to the collection, recording, automated processing, CCTV monitoring, and storage of your information as outlined in this policy.