Unwyred ISP collects your personal information in several ways, such as over the phone, over the Internet if you transact with us on-line, or when you complete an application form for one of the products or services that we offer or promote. Unwyred ISP collects personal information directly from you at the time you apply for internet services. Unwyred ISP may also collect personal information from third parties such as:
Unwyred ISP will treat the personal information that it collects from you as confidential. Unwyred ISP will not reveal, disclose, sell, rent or pass that information on to any third parties, unless they are contracted to Unwyred ISP to keep the information confidential or are required to comply with all relevant laws including the Privacy Act 1988. Services that Unwyred ISP contracts out, or may contract out at some future time, include the provisioning of your service (e.g. installations), the mailing of bills and other communications to customers, debt collection, and I.T. services.
We impose security and confidentiality requirements on how contractors are to use your personal information.
Unwyred ISP may disclose personal information for the purpose specified to you at the time of collection, or for any other purpose if:
If Unwyred ISP should wish to disclose any of the personal information other than as set out above, we will not do so unless we have your express consent. Unwyred ISP will, however, disclose your personal information in a number of circumstances allowed by the Privacy Principles. Those circumstances include:
Unwyred ISP will take reasonable steps to ensure that all information we collect, use, or disclose is accurate, complete, up-to-date, and stored in a secure environment accessed only by authorized persons.
You have the right to access the personal information that Unwyred ISP holds about you. Unwyred ISP will generally not charge you with a fee for access to your personal information, unless we consider that your requests are unnecessarily numerous, extensive, or otherwise vexatious. If you wish to have a copy of the personal information, Unwyred ISP may require you to pay some charges which cover Unwyred ISP’s administrative costs of providing the information to you, but we will not impose a charge just for lodging a request for access with us. Details of these charges are shown on the Rate Card.
To request access to your personal information, please contact our Customer Service Centre on 1300 353 673 or send an email support@unwyred.com.au requesting access.
If for any reason Unwyred ISP refuses to give you access to your personal information, we will give you the reasons for our decision. We may deny you or limit access to personal information where giving you access:
If you believe that we hold personal information that you consider to be inaccurate, incomplete, or not up to date, please contact our Customer Service Centre on 1300 353 673. We will usually amend any inaccurate, incomplete, or out-of-date information. However, if we disagree on whether the information is to be amended and cannot resolve that disagreement, either you or Unwyred ISP may append an explanatory note to the information in question.
You can complain about breaches of your privacy by sending:
At Unwyred, we know that sometimes our customers may face unexpected circumstances that can affect their financial position. From the moment you decide to join us, we endeavor to start you on an appropriate plan that suits your needs and budget. If your situation changes, we will work with you to put a plan in place to help you manage your bill until your finances are back on track.
If at any time you have questions about your account or are experiencing financial hardship, please do not hesitate to contact us on 1300 353 673, or email support@unwyred.com.au.
Unwyred can work with you to develop a Financial Hardship Arrangement that will allow us to set up a payment plan and timetable that is agreeable by both parties. Any Financial Hardship Arrangement plan is
intended to allow you some level of service while we work with you to recover what you owe us.
The terms of a Financial Hardship Arrangement depend on individual circumstances. Example of terms that may be in place may include, spend controls, restrictions to your service(s), lower cost interim options,
temporary postponing of payments, agreement to an alternative arrangement, plan or contract, or waiving late payment fees. The duration of arrangements will vary and may be subjected to periodic review.
Financial Hardship Arrangements are intended to help you when you need it, and you have certain responsibilities to help the process. You are responsible for: acknowledging the debt and your obligation to repay it, being willing to reduce your data plan to a level that you are able to pay, making repayments as agreed and notifying us if your circumstances change.
When Financial Hardship Arrangement terms are agreed, we will confirm our offer via your nominated email address in writing and once you respond by return email, the terms will be accepted by both parties.
You can apply for assistance under this policy at any time via email to support@unwyred.com.au or by calling 1300 353 673 option 2 for Reception 8am to 4.30pm AEST Monday to Friday
When considering your application, we will take into consideration the plan that you have with us, the amount outstanding on your account, and your ability to make repayments based on your circumstances. If we deem that you qualify for assistance under the Financial Hardship Policy, we will then work with you to develop and agree upon an appropriate Financial Hardship Arrangement, along with a plan for your future use of our services.
You will be advised in writing via your nominated email address regarding your application and will incur no charges for the application, regardless of the outcome.
It may also be of benefit to seek an external financial hardship counsellor. More information about this service can be obtained via the Australian Competition and Consumer Commission and Financial
Counselling Australia.
Subject to your account being paid and up-to-date, a Financial Hardship Arrangement will terminate on the agreed date. You may choose to terminate the arrangement prior to this time should your situation change.
If your fail to adhere to the terms of the arrangement, we may terminate it early. We will contact you via email, phone or letter and if we do not get a response within 5 days, your debt will be forwarded to a collections agency.
You can complain about breaches of your privacy by sending:
