Privacy Policy

Who we are

CyberFreak IT Solutions Pty Ltd ("CyberFreak", "we", "us") is a managed IT business in Sydney. We look after the technology small businesses run on: devices, Microsoft 365, security, backups and networks.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy explains what we collect, why, who we share it with, and how you can see or correct it.

By giving us personal information, you agree to us handling it as this policy describes.

What we collect

When you contact us. If you call, email or ask for a quote, we collect what you give us. That is usually your name, business name, role, email address, phone number and what you need help with.

When you're a client. To deliver and bill for our services, we keep your contact and billing details and the agreement we have with you. If you pay an invoice by card, our payment provider processes it. We never see or store your card number.

While we work on your systems. Supporting your IT means we hold the records the work needs:

• device and asset details;
• user accounts and licences;
• configuration and documentation;
• support requests;
• technical and security logs.

These records can include information about your staff or customers. We handle that as your service provider and only to do the work you've engaged us for.

When you use our contact form. The form on our website asks for your name, business name, email address, phone number, what your enquiry is about, roughly how many people are in your business, and a short message. When you send it, our website emails it straight to our Microsoft 365 mailbox. The website itself doesn't keep a copy.

When you visit our website. Apart from the contact form, our website has no cookies, no analytics and no advertising tracking. Like every website, our hosting provider keeps standard server logs: IP address, browser type, the pages requested and the time. We use these only to keep the website running and secure, and to see in total how the site is used.

What we don't collect. We don't ask for government identifiers such as your tax file number unless the law requires it. We don't collect sensitive information about you without your consent unless the law requires it.

Please don't send passwords, MFA codes, recovery codes, confidential information, sensitive incident evidence, payment information, government identifiers, health or financial information or regulated data through an ordinary website form or email.

How we collect it

Mostly directly from you: by phone, email, our website's contact form, in meetings and through our work on your systems. Sometimes from someone acting for you, such as a colleague who logs a support request, or from a supplier involved in your services.

Why we use it

We use personal information to:

• answer your enquiry and prepare quotes;
• deliver, support and look after the services you engage us for;
• manage accounts, licences, billing and payments;
• contact you about your services, including support and security matters;
• meet our legal, insurance and record-keeping obligations; and
• consider a job application, if you send us one.

We don't send marketing emails. If that ever changes, we'll only send them with your agreement, and every message will let you unsubscribe.

Who we share it with

We don't sell personal information, and we don't share it for anyone else's marketing.

We only share it where the work needs it, with:

• suppliers we use to deliver your services, such as Microsoft, internet and phone providers, hardware and software vendors, backup, security and management platforms, and our accounting and payment providers;
• trusted specialists we bring in on larger projects, such as cabling or web development, as agreed with you for that project;
• professional advisers such as our accountant, insurer or lawyer, where needed; and
• government or regulators, where the law requires or allows it.

Information stored outside Australia

Our website is hosted in Australia. Some of the platforms we and our clients rely on, including Microsoft 365, may store or process information outside Australia, for example in the United States. Where that happens, we take reasonable steps to make sure the information is handled in a way that is consistent with the Australian Privacy Principles.

Keeping it safe

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, change or disclosure. These include multi-factor authentication and access controls on our systems, encryption in transit, endpoint protection, keeping systems patched, and limiting access to the people who need it.

No system is completely secure, so we can't guarantee it never happens. We can promise to take it seriously.

Remote support and management tools

For managed clients, we install management and remote support software on agreed devices, as set out in your agreement. It lets us maintain those devices and help you without a visit. For one-off help, we connect only when you've asked us to. You can ask us to remove our software at any time, though some services depend on it.

How long we keep it

We keep personal information only as long as we need it for the reasons above, or as long as the law requires. After that, we take reasonable steps to delete it or remove anything that identifies you.

Data breaches

If a breach is likely to cause serious harm to someone whose information we hold, we will tell the people affected. We will also notify the Office of the Australian Information Commissioner (OAIC) where the law requires it.

Staying anonymous

You can ask us a general question without giving your name. To do work for you, we need to know who you are and how to reach you.

Seeing or correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it's wrong, out of date, incomplete or misleading. We may need to confirm who you are first. We'll respond within a reasonable time, as the privacy law requires.

In a few cases the law lets us refuse. If we do, we'll tell you why in writing.

Complaints

If you think we've mishandled your personal information, please tell us first so we can put it right. We'll respond within a reasonable time, as the privacy law requires.

If you're not satisfied with our answer, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Contact us

For privacy questions, requests or complaints:

• Email: enquiries@cyberfreak.com.au
• Phone: 1300 2 FREAK (1300 237 325)

Changes to this policy

We update this policy when what we do with personal information changes. The current version is always on our website, and the date at the top shows when it last changed.