Privacy Policy

1. What personal information we collect

Depending on how you interact with us, we may collect:

• Identity and contact details: name, postal and email address, phone number, and the address at which a service is to be provided.
• Booking and service information: details of the devices, systems and issues you ask us to help with, appointment times, access instructions, photos of equipment, service notes and outcomes.
• Payment information: billing details and transaction records. Card payments are processed by our third-party payment providers; we do not store full card numbers on our systems.
• Technical and device data: where you consent to remote support or we service your device, information necessary to diagnose and resolve the issue (for example device make and model, operating system, network configuration and error logs).
• App and website usage: device identifiers, IP address, app version, cookies and analytics data about how you use our digital products.
• Technician applicant data: for people applying to provide services through HelloTech: ABN, licences, certifications, insurance details, police check results and work history.

Sensitive information. We generally do not collect sensitive information. Where a police check or similar is required for technicians, we collect it only with consent and as permitted by the Privacy Act.

2. How we collect personal information (APP 3)

We collect personal information directly from you wherever practicable: when you make a booking, create an account, contact our support team, or apply to become a technician. We may also collect information from third parties such as the person who books a service on your behalf, identity and credential verification providers, and payment processors. If we receive personal information we did not solicit, we will deal with it in accordance with APP 4.

3. Why we collect, hold, use and disclose information (APP 6)

We use personal information to:

• provide, schedule, perform and invoice the Services you request;
• verify identity, assign and dispatch technicians, and manage jobs through our apps;
• process payments and issue tax invoices and receipts;
• communicate with you about bookings, service outcomes, follow-ups and warranty matters;
• handle complaints, warranty claims and disputes;
• vet, onboard, manage and pay our contractor technicians;
• maintain the security and integrity of our systems and prevent fraud; and
• meet our legal, tax and regulatory obligations.

Direct marketing. We may send you marketing about HelloTech services where the law allows. Every marketing message includes an unsubscribe option, and you can opt out at any time by contacting support@hellotech.com.au. We do not use sensitive information for direct marketing without consent (APP 7).

4. Who we disclose information to

We may disclose personal information to:

• Contractor technicians who attend your job or provide remote support, limited to what they need to do the work safely and correctly;
• Service providers who support our business (payment processors, cloud hosting, scheduling, customer-support, identity-verification and analytics providers) under contracts requiring them to protect your information;
• Professional advisers, insurers and regulators where reasonably required; and
• Other parties where you consent, or where disclosure is required or authorised by law.

We do not sell your personal information.

5. Overseas disclosure (APP 8)

Some of our service providers (for example cloud hosting and software platforms) may store or process personal information outside Australia, including in the United States and the European Union. Before disclosing personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the APPs, including through contractual protections. By using the Services you acknowledge that, where you consent to such disclosure, APP 8.1 may not apply to that recipient.

6. Cookies, analytics and our apps

Our website and apps use cookies and similar technologies to keep you logged in, remember preferences and measure usage. You can disable cookies in your browser, but some features may not work properly. Our mobile apps may request permissions (such as location, camera and notifications) only to deliver features you have asked for. For example, showing a technician’s travel status or letting you photograph a device. You can manage these permissions in your device settings.

7. How we keep information secure (APP 11)

We take reasonable technical and organisational measures to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These include access controls, encryption in transit, restricted technician access on a need-to-know basis, vetting of personnel, and staff and contractor training. Our internal Data Security Policy and Customer Device Handling SOP set out these controls in detail. See our Data Security overview for a summary. When personal information is no longer needed and we are not required to keep it by law, we take reasonable steps to destroy or de-identify it.

8. Keeping information accurate (APP 10) and accessing it (APP 12 & 13)

We take reasonable steps to ensure the personal information we hold is accurate, up to date and complete. You may request access to, or correction of, your personal information at any time by contacting our Privacy Officer at support@hellotech.com.au. We will respond within a reasonable period (usually 30 days) and will not charge for making a request, although a reasonable cost may apply to giving access. If we refuse access or correction, we will tell you why in writing and how to complain.

9. How to make a privacy complaint

If you believe we have breached the APPs, contact our Privacy Officer in writing at support@hellotech.com.au. We will acknowledge your complaint promptly and aim to resolve it within 30 days. You can find the full process in our Complaint Resolution Policy. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au, by phone on 1300 363 992, or by post to GPO Box 5288, Sydney NSW 2001.

10. Contact us

11. Changes to this Policy

We may update this Policy from time to time. The current version is always available at www.hellotech.com.au/privacy. Material changes will be notified through our website or apps. This Policy is current as at the effective date shown above.

This Privacy Policy is governed by the laws of New South Wales, Australia. HelloTech Australia Pty Ltd (ABN 21 675 579 674). Version 1.0, effective 3 June 2026. This is the current version and supersedes all earlier versions.