Privacy Policy

1. Introduction

Ericom Pty Ltd, ABN (11 070 942 871), referred to as “Ericom”, “we”, “us”, or “our”, is committed to protecting the privacy of personal information in accordance with the Privacy Act 1988 (Cth) and the Privacy Principles, APPs.

This Privacy Policy explains how we collect, use, disclose, store, and manage personal information.

2. What Personal Information We Collect

The types of personal information we collect depend on the nature of your interaction with us and may include:

2.1. Contact and Identity Information

• Full name
• Company name
• Job title
• Business address
• Email address
• Phone number

2.2. Customer and Service Information

• Account information
• Service history
• Support tickets and communications

2.3 Technical and Usage Information

• IP address
• Device information
• Browser type
• Website usage data
• Cookies and analytics data

2.4 Recruitment Information

If you apply for employment, we may collect:

• Resume and employment history
• Qualifications
• References
• Background check information, where applicable

We do not collect sensitive information unless required for a lawful purpose and with consent, or where otherwise permitted by law.

3. How We Collect Personal Information

We collect personal information in a variety of ways, including:

• Directly from you when you contact us, submit forms, request services, or engage with us
• During the provision of IT, security, telecommunications, infrastructure, or managed services
• Through our website, including via contact forms and cookies
• From third parties such as business partners, service providers, or publicly available sources
• During recruitment processes

Where reasonable and practicable, we collect personal information directly from you.

4. Why We Collect Personal Information

We collect and use personal information to:

• Provide and manage our products and services
• Deliver managed IT and related services
• Respond to enquiries and support requests
• Manage customer relationships
• Process payments and administer accounts
• Improve our services and website
• Meet legal and regulatory obligations
• Conduct recruitment and employment administration
• Send marketing communications where permitted by law

We will not use personal information for unrelated purposes without consent unless authorised or required by law.

5. Direct Marketing and Unsubscribe

5.1 Marketing communications

From time to time, Ericom may use your personal information to send you marketing communications about our services, events, or related offerings, where permitted by Australian law. Marketing communications may be sent via:

• email
• SMS / text message
• phone calls
• LinkedIn or similar professional networking platforms

You can opt out of receiving marketing communications from us at any time.

5.2 How to unsubscribe or opt out

• Email marketingAll marketing emails we send include an unsubscribe link. You may use this link at any time to stop receiving marketing emails.
• SMS / text messagesYou can opt out of marketing SMS messages by replying “STOP”, or by following the unsubscribe instructions included in the message.
• Phone callsIf you no longer wish to receive marketing phone calls, you may let us know during a call or contact us using the details set out in this Privacy Policy. We will record and respect your preference.
• LinkedIn messagesIf you ask us not to contact you via LinkedIn or a similar platform, we will stop sending marketing messages to you through that channel.

5.3 How we action opt‑out requests

When you unsubscribe or ask us to stop contacting you, we will remove you from the relevant marketing lists as soon as practicable, and in any event within five (5) business days, in accordance with the Spam Act 2003 (Cth) and guidance issued by the Australian Communications and Media Authority (ACMA).

5.4 Important service‑related communications

Even if you opt out of marketing communications, we may still send you essential administrative or service‑related messages where permitted by law, including:

• security or system notifications
• communications relating to an existing customer or contractual relationship
• responses to enquiries or requests you have made

These messages are not marketing communications.

5.5 Suppression records

So that we can respect your preferences, we may retain a record of your contact details on a suppression list.

This information is used only to ensure we do not send you further marketing communications and is not used for any other purpose.

5.6 Contact us about your preferences

If you have any questions about unsubscribing or your communication preferences, you may contact us via the Contact Us contact form.

6. Disclosure of Personal Information

We may disclose personal information to:

• Employees, contractors, and authorised representatives
• Third Party service providers who assist in delivering our services, including cloud hosting providers, software vendors, telecommunications providers, and professional advisers
• Payment processors and financial institutions
• Regulatory authorities or law enforcement where required by law

We require third party providers to maintain appropriate privacy and security safeguards.

We do not sell personal information.

7. Overseas Disclosure

Some third party service providers used by Ericom may store or process personal information outside Australia, including in jurisdictions where our cloud or technology vendors operate.

Where personal information is disclosed overseas, we take reasonable steps to ensure that recipients handle personal information in a manner consistent with the Australian Privacy Principles.

8. Cookies and Website Technologies

Our website uses cookies and similar technologies to:

• Analyse website traffic
• Improve user experience
• Support service functionality

You may control cookie settings through your browser. Disabling cookies may impact website functionality.

We may use third party analytics services, which may collect anonymised usage data.

9. Data Security

We take reasonable technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

These measures may include:

• Access controls and authentication
• Encryption where appropriate
• Network and endpoint security controls
• Monitoring and logging
• Secure data storage practices

10. Data Retention

We retain personal information only for as long as necessary to:

• Fulfil the purpose for which it was collected
• Comply with legal, contractual, and regulatory obligations
• Resolve disputes

When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.

11. Notifiable Data Breaches

Ericom maintains processes to manage and respond to suspected data breaches in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

Where required by law, affected individuals and the Office of the Australian Information Commissioner will be notified.

12. Access and Correction

Individuals may request access to the personal information we hold about them and request corrections if it is inaccurate, incomplete, or outdated.

Requests should be made in writing using our contact form. We may require identity verification.

We will respond within a reasonable timeframe. In limited circumstances permitted by law, we may refuse access and will provide written reasons.

13. Complaints

If you believe Ericom has breached the Privacy Act or mishandled personal information, you may lodge a complaint with our Privacy Officer by utilising the Contact Form.

We will investigate and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au or 1300 363 992.

14. Anonymity and Pseudonymity

Where lawful and practicable, individuals may interact with Ericom anonymously or using a pseudonym. This may not be possible where identity verification is required to deliver our services or comply with legal obligations.

15. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will be published on our website with the effective date noted at the top.