Privacy Policy
UNWYRED ISP
Launch ISP Holdings Pty Ltd trading as Unwyred ISP | ABN 97 644 187 100 | ACN 644 187 100
Effective date: 22 October 2026
1. About this policy
Launch ISP Holdings Pty Ltd (ABN 97 644 187 100, ACN 644 187 100), trading as Unwyred ISP (Unwyred, we, us, our), is a telecommunications provider based in Murray Bridge, South Australia. This policy explains how we collect, hold, use and disclose personal information, how individuals can access or correct their information, and how to raise privacy concerns. We seek to comply with applicable requirements of the Privacy Act 1988 (Cth), Australian Privacy Principles, and telecommunications privacy and confidentiality laws. This policy applies to customers, prospective customers, business contacts, website visitors and people contacting us through social media.
2. What information we collect
Depending on your dealings with us, we may collect names, contact details, service and billing addresses, date of birth where needed for verification, account and plan information, authorised contact details, identity verification information, billing and payment records, service and device identifiers, IP addresses, connection and usage information, support and fault records, correspondence, complaints, and information provided through online forms or social media enquiries. We aim to collect only information reasonably necessary for our functions or activities, or otherwise permitted by law. We do not ordinarily seek sensitive information unless necessary and legally permitted.
3. How we collect information
We usually collect information directly from you when you contact us, request an availability check or quote, apply for or use a service, make a payment, request support, or submit an enquiry through our website, telephone, email, Facebook, Instagram or Messenger. Where lawful and appropriate, we may also receive information from NBN Co, wholesale internet, mobile or voice providers, installation contractors, payment providers, identity verification services, and authorised account representatives. Where required, we provide a collection notice describing relevant purposes and disclosures.
4. Why we use information
We use information to assess service availability and eligibility; provide quotes and plan recommendations; activate, transfer, manage and disconnect internet, mobile and voice services; verify identity and account authority; process billing and payments; support and troubleshoot services; communicate outages and important service information; manage complaints and debts; prevent fraud and misuse; comply with legal obligations; improve operations; and conduct lawful marketing. We do not use personal information for unrelated purposes unless authorised by law or with appropriate consent.
5. Telecommunications information
Providing internet, mobile and voice services can require us to handle network and account information subject to additional telecommunications confidentiality and disclosure rules. We may exchange relevant information with network operators and wholesale suppliers to establish or maintain services. Where applicable, information for public telephone services may be supplied to the Integrated Public Number Database (IPND) for authorised purposes, including emergency services. We may retain or disclose telecommunications information where required or authorised by law, including in response to lawful requests from regulators or government agencies.
6. Facebook, Instagram and Messenger enquiries
If you respond to a Unwyred advertisement or contact us through Facebook, Instagram or Messenger, we may collect your profile name, enquiry details, service address and postcode, and an optional contact number, along with messages you send. We use this information to respond, check availability, recommend services and follow up on your request. You may choose to communicate through Messenger rather than supply a phone number. Meta also handles information under its own privacy policy. Submitting an enquiry does not by itself mean you have agreed to receive unrelated marketing.
7. Sharing information
We may disclose information as reasonably needed to NBN Co and other network operators; wholesale internet, mobile and voice providers; installation and support contractors; billing, payment, IT and hosting providers; professional advisers and debt recovery providers; and regulators, emergency services or law enforcement where legally authorised or required. We may also disclose information with your consent. We do not sell customer personal information to third parties for their independent marketing.
8. Australian storage and overseas disclosures
Unwyred stores customer information in Australia and primarily uses Australian-owned providers for its customer account, billing and telecommunications systems. Some third-party services, including website analytics, advertising and technology platforms, may process or access limited personal information from outside Australia. Where personal information is disclosed overseas, we take reasonable steps to comply with applicable Australian privacy law, including the Australian Privacy Principles. Where practicable, we identify the countries in which overseas recipients are likely to be located.
9. Information security and retention
We take reasonable technical and organisational steps to protect information against misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access controls, authentication, system maintenance, staff procedures and appropriate supplier arrangements. We retain information for operational and legal requirements, including any applicable telecommunications and financial recordkeeping obligations. When no longer needed and not legally required to be retained, we take reasonable steps to destroy or de-identify it. We assess and notify eligible data breaches in accordance with applicable law.
10. Marketing choices
Where permitted by law, we may contact you about Unwyred services and offers. We comply with applicable consent and unsubscribe requirements for electronic marketing. You can opt out using an unsubscribe facility or by contacting support@unwyred.com.au. We may still send essential billing, security, account and service messages.
11. Cookies, Google Analytics and Meta Pixel
Our website uses, or may implement, cookies and similar technologies, including Google Analytics 4 and Meta Pixel, to understand website traffic, improve website functionality, measure advertising performance and support relevant advertising. Depending on their configuration, these technologies may collect IP addresses, approximate location, browser and device information, pages visited, referral sources and interactions with advertisements. Google and Meta may process information outside Australia in accordance with their own privacy policies. You can manage cookies through your browser settings and any cookie preference controls available on our website. We take reasonable steps to avoid sending sensitive customer account or payment information through advertising tracking tools. For more information, see policies.google.com/privacy and facebook.com/privacy/policy/.
12. Access and correction
You may ask for access to personal information we hold about you or request correction of inaccurate, incomplete, out-of-date, irrelevant or misleading information. Contact support@unwyred.com.au. We may need to verify your identity. We will respond within a reasonable period and explain any refusal where required by law.
13. Anonymity and pseudonyms
Where lawful and practicable, you may make general enquiries anonymously or using a pseudonym. We generally need accurate identity and contact details to establish telecommunications services, manage accounts, process payments and meet legal obligations.
14. Complaints
If you have a privacy concern, email support@unwyred.com.au with the subject “Privacy Complaint” and enough detail for us to investigate. We will acknowledge and assess your complaint, investigate as appropriate and respond within a reasonable period. If dissatisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at https://www.oaic.gov.au. Other telecommunications complaint channels may also be available depending on the issue.
15. Automated decision-making
Unwyred does not use automated decision-making systems to make decisions significantly affecting individuals’ rights or interests.
16. Updates
We may update this policy to reflect changes in our operations, technologies or legal obligations. The latest version and its effective date will be published on our website.
17. Contact
Launch ISP Holdings Pty Ltd trading as Unwyred ISP
ABN 97 644 187 100 | ACN 644 187 100
Murray Bridge, South Australia
Email: support@unwyred.com.au
Website: https://unwyred.com.au
