Stay Connected QLD Pty Ltd
ABN 51 700 217 438
Effective date: 29 July 2026
Last updated: 29 July 2026
1. About this policy
Stay Connected QLD Pty Ltd respects your privacy and is committed to handling personal information responsibly and securely.
This Privacy Policy explains how we collect, hold, use, disclose and protect personal information when you:

• Visit our website.

• Contact us by telephone, email, text message or online form.

• Request a quote or book an appointment.

• Receive in-home or remote technology support.

• Purchase or subscribe to one of our services.

• Communicate with us or otherwise interact with our business.

In this Privacy Policy, “Stay Connected QLD”, “we”, “us” and “our” refer to:
Stay Connected QLD Pty Ltd
ABN: 51 700 217 438
Location: Bundaberg, Queensland
Website: www.stayconnectedqld.com.au
Email: help@stayconnectedqld.com.au
2. Privacy laws
We aim to manage personal information consistently with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where those laws apply to our business.
Some small businesses may be exempt from parts of the Privacy Act. Regardless of whether an exemption applies, we are committed to following appropriate privacy, confidentiality and information-security practices.
Nothing in this Privacy Policy limits any rights or remedies available under applicable Australian law.
3. Meaning of personal information
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.
Personal information can include names, contact details, addresses, account information, service records and information contained on or accessible through a customer’s device.
Some information, such as health information, may be considered sensitive information and may receive additional protection under privacy laws.
4. Personal information we may collect
Depending on your dealings with us, we may collect:

• Your name.

• Residential or service address.

• Telephone number.

• Email address.

• Appointment details and access instructions.

• Details of the technology problem or assistance you require.

• Information about your smartphone, tablet, computer, printer, modem, Wi-Fi network, smart television or other device.

• Device make, model, operating system, serial number or software version.

• Information about software, applications, accounts and subscriptions.

• Technical information necessary to diagnose or resolve a problem.

• Service history, technician notes and communications.

• Quotes, invoices, receipts and payment records.

• Subscription or support-plan information.

• Details of a nominated family member, carer, guardian, support person or authorised representative.

• Feedback, complaints and testimonials.

• Information submitted through our website or online forms.

• Information relating to suspected scams, fraud, malware or unauthorised account access.

• Website usage and technical information.

We aim to collect only the information reasonably necessary to provide our services, administer our business, meet legal obligations and protect our customers and systems.
5. Information visible during technical support
While providing support, a technician may incidentally see personal or confidential information displayed on a device.
This could include:

• Emails and text messages.

• Contacts.

• Photographs and videos.

• Documents and files.

• Financial information.

• Health information.

• Government correspondence.

• Account names or usernames.

• Browsing history.

• Notifications displayed on the device.

We will not deliberately access information that is unrelated to the requested service.
Where information is incidentally visible, we will treat it as confidential and will not record, copy, use or disclose it unless reasonably necessary to provide the authorised service or required by law.
6. Sensitive information
We do not ordinarily seek to collect sensitive information.
During technical support, we may occasionally see or become aware of sensitive information contained on a customer’s device or within an online service.
We will only intentionally collect sensitive information where:

• It is reasonably necessary to provide the requested service.

• You have consented to the collection.

• The collection is required or authorised by law.

• Another exception permitted by applicable privacy law applies.

Where practical, customers should close unrelated documents, applications and accounts before technical work begins.
7. Passwords and login credentials
We take the handling of passwords and account credentials seriously.
Customers should personally enter their own:

• Passwords.

• PINs.

• Banking credentials.

• Card details.

• Security answers.

• One-time passcodes.

• Multi-factor authentication codes.

We will not ask you to submit passwords, banking credentials, PINs or verification codes through our general website contact forms.
Where access to an account is reasonably necessary:

• We may ask you to enter the credentials directly.

• We will only access the account with your knowledge and permission.

• We will only access information reasonably necessary to perform the requested service.

• We will not retain or record credentials unless you expressly request assistance with secure password management and an appropriate storage method is agreed.

• We will not use credentials for any unrelated purpose.

• You may change your password after the support session.

Customers should not send passwords or confidential security information through ordinary email or text message.
8. Password-management assistance
We may help customers:

• Create stronger passwords.

• Reset forgotten passwords.

• Configure a password manager.

• Enable multi-factor authentication.

• Improve account-recovery settings.

• Identify compromised or reused passwords.

Where we help configure a password manager, the customer remains responsible for maintaining access to the master password, recovery codes and recovery methods.
Unless expressly agreed otherwise, we do not retain copies of master passwords, recovery keys or authentication codes.
9. Online banking and financial accounts
We may provide general technical assistance with accessing or navigating legitimate online banking websites and applications.
However:

• We do not provide financial advice.

• We do not make financial decisions for customers.

• We do not approve or authorise transactions.

• We do not transfer money on a customer’s behalf.

• Customers must personally review and authorise transactions.

• Customers should personally enter passwords, PINs and verification codes.

• We may refuse a request that appears unsafe, unusual, unauthorised or inconsistent with the customer’s interests.

Where fraud, unauthorised access or a scam is suspected, we may recommend that the customer stop using the account and contact their bank or relevant financial institution immediately.
10. Government services
We may help customers access or navigate government services such as myGov, Medicare or other government platforms.
We do not represent any government department or agency.
Customers remain responsible for:

• Confirming the accuracy of information submitted.

• Reviewing declarations.

• Approving applications or requests.

• Entering confidential credentials.

• Making decisions about their government accounts.

We will not knowingly submit false information or make a declaration on behalf of a customer.
11. Family members, carers and authorised representatives
A service may be arranged by a family member, carer, guardian, support worker or authorised representative.
We may collect that person’s name, contact details and relationship to the customer.
Where appropriate, we may take reasonable steps to confirm their authority to:

• Arrange the service.

• Receive information.

• Approve work.

• Access the customer’s device or accounts.

• Make decisions on the customer’s behalf.

Paying for or arranging an appointment does not automatically authorise a person to access the customer’s private information.
We will communicate directly with the customer where practical and respect the customer’s privacy, dignity, independence and decision-making rights.
12. Children and vulnerable customers
Our services may be provided to children, older people, people with disability and customers who need additional assistance.
Where appropriate, we may seek consent or authorisation from a parent, guardian, attorney or other authorised representative.
We may decline or stop work where:

• Authority to request the service is unclear.

• We suspect coercion, abuse, fraud or exploitation.

• A request may cause financial, legal or personal harm.

• We cannot reasonably confirm the customer’s instructions.

• Continuing the service would be unsafe or inappropriate.

13. How we collect personal information
We may collect personal information:

• Directly from you.

• Through our website.

• Through online enquiry, contact or booking forms.

• By telephone, email, text message or other communication.

• During an in-home appointment.

• During a remote-support session.

• From a family member, carer, guardian or authorised representative.

• From payment, booking, accounting or communication providers.

• From a referral partner where you have authorised the referral.

• From publicly available sources where appropriate.

• Automatically through website cookies and analytics technologies.

Where practical, we will collect personal information directly from the person concerned.
14. Anonymity and pseudonyms
Where practical, you may make a general enquiry without identifying yourself or by using a pseudonym.
However, we may need your correct name and contact details to:

• Attend your property.

• Confirm your identity.

• Provide account-related support.

• Prepare invoices or receipts.

• Process payments.

• Meet safety, insurance, legal or taxation requirements.

We may be unable to provide some services unless we can reasonably identify the customer and confirm their authority.
15. Why we collect and use personal information
We may collect, hold and use personal information to:

• Respond to enquiries.

• Prepare quotes.

• Arrange and confirm appointments.

• Provide in-home and remote technology support.

• Diagnose and resolve technical problems.

• Confirm a person’s identity or authority.

• Communicate with customers and authorised representatives.

• Provide ongoing or subscription-based support.

• Maintain service histories and technician notes.

• Process payments.

• Issue invoices and receipts.

• Provide customer service and follow-up support.

• Manage cancellations, refunds, complaints and disputes.

• Improve our services and business operations.

• Maintain website and system security.

• Prevent or investigate suspected fraud, scams or misuse.

• Meet accounting, taxation, insurance and legal requirements.

• Manage staff, contractors and service providers.

• Send service information, reminders or security notices.

• Send marketing communications where permitted.

We will not use personal information for an unrelated purpose unless you have consented or the use is otherwise permitted or required by law.
16. Remote-support services
Remote support is only provided with the customer’s knowledge and permission.
Before remote access begins, the customer may be required to:

• Install or open approved remote-support software.

• Enter a session code.

• Approve the connection.

• Confirm the scope of the requested work.

During a remote-support session:

• The customer should remain present or available where practical.

• The customer can end the session at any time.

• We will only access the device, applications and information reasonably required for the requested work.

• We will not deliberately access unrelated files, messages, photographs or accounts.

• We will disconnect when the work is completed.

• We will not reconnect without further permission unless an ongoing authorised support arrangement expressly allows it.

• We will not record the session unless the customer has been informed and consented.

Remote-support software may collect technical information in accordance with the software provider’s own privacy policy.
17. In-home services
For in-home appointments, we may collect:

• Your service address.

• Appointment date and time.

• Entry or access instructions.

• Relevant accessibility requirements.

• Relevant safety information.

• Contact details for another person who will be present.

This information will only be used to arrange, provide and administer the service and meet legitimate safety, insurance or legal requirements.
We do not sell or publicly disclose customer addresses.
18. Payment information
Payments may be processed through a bank, card processor, payment platform or other third-party payment provider.
We may receive information such as:

• Payment status.

• Transaction date.

• Amount paid.

• Payment reference.

• Limited card information, such as the card type or last digits.

We do not ordinarily store complete payment-card numbers or card security codes.
Payment providers handle information under their own privacy policies, terms and security standards.
19. Website information
When you visit our website, our website platform or related service providers may automatically collect:

• IP address.

• Browser type.

• Device type.

• Operating system.

• Approximate location.

• Referring website.

• Pages viewed.

• Date and time of access.

• Time spent on pages.

• Website interactions.

• Technical error or performance information.

We may use this information to operate, secure and improve the website and understand how visitors use it.
20. Cookies and analytics
Our website may use cookies and similar technologies to:

• Enable website functions.

• Remember preferences.

• Measure website traffic.

• Understand how visitors use the website.

• Improve website content and performance.

• Support advertising or marketing activities.

• Detect suspicious or malicious activity.

You can control or disable cookies through your browser settings.
Disabling some cookies may affect website functionality.
Where required, we may provide a cookie notice or consent-management tool.
21. Direct marketing
We may use your contact details to send information about:

• Our services.

• Support plans.

• Service reminders.

• Technology tips.

• Security alerts.

• Promotions or special offers.

We will only send direct marketing communications where permitted by law.
You may unsubscribe at any time by:

• Using the unsubscribe option included in the communication.

• Replying and asking to be removed.

• Emailing help@stayconnectedqld.com.au.

Unsubscribing from marketing will not prevent us from sending necessary communications about appointments, invoices, subscriptions, security matters or services you have requested.
We do not sell customer contact lists to marketers.
22. Photographs, reviews and testimonials
We will not publish a customer’s identifiable:

• Name.

• Photograph.

• Video.

• Testimonial.

• Personal story.

• Device information.

• Service details.

for advertising or promotional purposes without permission.
Permission may be withdrawn for future use by contacting us.
Withdrawal may not affect materials already printed or published where removal is not reasonably practicable.
23. Disclosure of personal information
We may disclose personal information to:

• Employees and authorised representatives of Stay Connected QLD Pty Ltd.

• Contractors and technicians assisting us to provide services.

• Website, hosting and domain providers.

• Email and communication providers.

• Cloud-storage and information-technology providers.

• Remote-support software providers.

• Booking and customer-management platforms.

• Payment processors, banks and financial-service providers.

• Accountants, insurers, legal advisers and other professional advisers.

• Government agencies, regulators, courts or law-enforcement bodies where required or authorised by law.

• A family member, carer, guardian or representative authorised by the customer.

• Another service provider where the customer has requested or authorised a referral.

• A purchaser or adviser involved in a proposed sale, merger or restructure of the business, subject to appropriate confidentiality and legal requirements.

We expect employees, contractors and service providers to access personal information only where reasonably necessary and to handle it confidentially.
We do not sell or rent personal information.
24. Third-party services and websites
We rely on third-party platforms to provide parts of our business operations, which may include:

• Website hosting.

• Email.

• Online forms.

• Appointment booking.

• Customer records.

• Accounting.

• Payments.

• Remote access.

• Cloud storage.

• Website analytics.

• Security monitoring.

Third-party providers operate under their own terms, privacy policies and security practices.
Our website may also contain links to third-party websites or applications.
We are not responsible for the privacy, availability, security or content of services operated by unrelated third parties.
Customers should review the privacy policies and terms of third-party platforms before providing personal information.
25. Overseas disclosure and storage
Some service providers we use may store, process, back up or access information outside Australia.
The countries involved may vary depending on:

• The provider.

• Its corporate structure.

• Its data-centre locations.

• Its subcontractors.

• The services being used.

Where practical, we select reputable providers and use available privacy and security controls.
By using our website and services, you acknowledge that personal information may be processed or stored through third-party systems located outside Australia.
Where Australian privacy law requires us to take particular steps before disclosing personal information overseas, we will take those steps.
26. Security of personal information
We take reasonable steps to protect personal information from:

• Misuse.

• Interference.

• Loss.

• Unauthorised access.

• Unauthorised modification.

• Unauthorised disclosure.

Our safeguards may include:

• Password-protected systems.

• Multi-factor authentication.

• Restricted access based on business needs.

• Device encryption where available.

• Secure and reputable software platforms.

• Software updates and malware protection.

• Secure cloud storage.

• Confidentiality requirements.

• Secure deletion and disposal practices.

• Limiting the information collected and retained.

• Reviewing security alerts and suspected incidents.

• Staff and contractor training.

• Backup and recovery measures.

No website, email system, cloud service, remote-access tool or internet transmission can be guaranteed to be completely secure.
Customers should not send highly confidential information through ordinary email, text message or unsecured forms.
27. Customer-device security
Although we take reasonable care when working on devices, customers remain responsible for:

• Maintaining current backups.

• Protecting passwords and security codes.

• Advising us about particularly sensitive information.

• Maintaining appropriate antivirus and security software.

• Reviewing account activity.

• Following the security requirements of banks and account providers.

• Informing us if a device is owned by an employer or another person.

• Ensuring they have authority to request work on the device.

Our handling of personal information is separate from any service terms dealing with device repair, backups, data loss or technical risks.
28. Data breaches
A data breach may occur if personal information is lost or accessed, disclosed, altered or destroyed without authorisation.
If we become aware of a suspected data breach, we will take reasonable steps to:

• Contain the incident.

• Assess what occurred.

• Identify the information and individuals affected.

• Reduce the risk of further harm.

• Review the cause and improve safeguards.

• Notify affected individuals where appropriate.

• Notify the Office of the Australian Information Commissioner where legally required.

• Notify another regulator, insurer or authority where required.

Where the Notifiable Data Breaches scheme applies to us, we will manage eligible data breaches in accordance with its requirements.
29. Retention of personal information
We retain personal information only for as long as reasonably necessary for:

• Providing and administering services.

• Ongoing support arrangements.

• Customer-service records.

• Accounting and taxation.

• Insurance.

• Fraud and security prevention.

• Complaints and disputes.

• Legal and regulatory requirements.

• Protecting our legitimate business interests.

Different records may have different retention periods.
For example, invoices and financial records may need to be retained for legally required periods, while temporary technical information may be deleted sooner.
30. Deletion and de-identification
When personal information is no longer reasonably required, we will take reasonable steps to:

• Securely delete it.

• Destroy it.

• De-identify it.

Information may remain temporarily in backups, archives or system logs until it is deleted or overwritten through normal system processes.
We may retain information where required by law or reasonably necessary to manage a dispute, complaint, insurance matter or legal claim.
31. Access to personal information
You may request access to personal information we hold about you.
To request access, contact:
help@stayconnectedqld.com.au
We may ask you to verify your identity before releasing information.
In some circumstances, we may refuse or limit access where permitted or required by law.
Where appropriate, we will explain the reason for refusing access and the available complaint process.
We will not charge for making an access request. We may charge a reasonable amount for the administrative cost of providing access where permitted by law, but we will advise you before doing so.
32. Correction of personal information
You may ask us to correct personal information that is:

• Inaccurate.

• Out of date.

• Incomplete.

• Irrelevant.

• Misleading.

We will take reasonable steps to correct information where appropriate.
We may ask you to provide evidence or additional details to support the correction.
Where we refuse a correction request, we will explain the reason where appropriate and advise you of the available complaint process.
33. Privacy complaints
You may complain if you believe we have mishandled your personal information or breached this Privacy Policy.
Please contact:
Privacy Officer
Stay Connected QLD Pty Ltd
ABN: 51 700 217 438
Email: help@stayconnectedqld.com.au
Location: Bundaberg, Queensland
Please include:

• Your name and contact details.

• A description of the issue.

• Relevant dates.

• Any supporting information.

• The outcome you are seeking.

We will:

• Acknowledge the complaint.

• Review the circumstances.

• Request further information if needed.

• Take reasonable steps to investigate.

• Respond within a reasonable period.

We aim to provide an initial response within 30 days, although complex matters may take longer.
If you are dissatisfied with our response and the Privacy Act applies to the matter, you may be entitled to complain to the Office of the Australian Information Commissioner.
34. Suspected scams, fraud and unlawful activity
If we reasonably suspect that a device, account or request is connected with:

• A scam.

• Fraud.

• Identity theft.

• Unauthorised access.

• Financial exploitation.

• Abuse or coercion.

• Malware.

• Another unlawful activity.

we may stop the service and recommend that the customer contact an appropriate organisation, such as their bank, account provider, police, Scamwatch or another relevant authority.
We may disclose information where required or authorised by law.
35. Changes to this Privacy Policy
We may update this Privacy Policy when:

• Our services change.

• Our systems or providers change.

• Our business operations change.

• Privacy or other legal requirements change.

• We identify improvements to our privacy practices.

The current version will be published on our website and will show the date it was last updated.
We encourage customers to review this policy periodically.
36. Contact us
For privacy questions, access requests, corrections or complaints, contact:
Stay Connected QLD Pty Ltd
ABN: 51 700 217 438
Location: Bundaberg, Queensland
Website: www.stayconnectedqld.com.au
Email: help@stayconnectedqld.com.au