Version: 7 November 2025

At Veetel Pty Ltd (ACN 118 924 146) (Veetel, us, our or we), we are committed to the protection of your personal information. This privacy policy explains how we collect, use, store and disclose your personal information.

This policy should be read in conjunction with our Credit Reporting Policy which can be found here. Our Credit Reporting Policy covers additional information about how we manage your credit related information, which we may collect and hold in connection with a credit application or financial hardship assistance application made by you.

We may update this policy from time to time and any updates to this policy become effective when published on our website.

Types of personal information we collect

The types of personal information that we collect and hold about you could include:

• identification details such as your name, address, telephone numbers, date of birth, gender, age, occupation, signature, email address, copies of identification documents and government related identifiers such as your passport or licence numbers;
• financial details such as your billing information and payment details;
• information about your relationship with us, including your account details and information you disclose when you contact our support team, make a complaint or enquire about our products or services;
• information about how you use our products or services, including your activity on our services, your IP address, technical details about the devices and browsers you use to access our services, the location of your devices, and details about your NBN service including your connection status, NBN performance metrics and the location of your NBN connection point; and
• information about how you interact with our website, apps or electronic communications and your consumer preferences.

In limited circumstances, we may collect sensitive information where relevant to the products and services we provide to you. For example, if you disclose health information to us in a hardship application.

If you do not provide certain information that we may need from you, we may not be able to provide our products or services to you or provide you with services that are tailored to your needs.

How we collect your personal information

In most cases, we collect your personal information directly from you. For example, when you sign up as a customer, contact our support services or use the ‘Contact Us’ form on our website.

We may also collect your personal information from:

• our own systems, based on how you use our products and services;
• cookies or other tracking technologies, based on how you interact with our website, apps and electronic communications;
• other companies in our corporate group;
• our distributors and dealers when you engage with them;
• our marketing partners and other service providers; and
• another Veetel customer, including as part of our referral programs or where a customer has nominated you to act on their behalf.

How we hold your personal information

The security of your personal information is important to us. We store your personal information electronically on our premises and with third party data storage providers. In limited circumstances we may also store your personal information in hard copy form.

How we use your personal information

We may use your personal information to:

• provide our products and services to you;
• process your application for our products and services, including to assess your eligibility;
• verify your identity or verify your authority to act on behalf of a customer;
• communicate with you and administer our business relationship with you;
• assess an application you make for financial hardship assistance;
• where permitted by law, to market our products and services to you;
• develop and improve our products, services and business processes;
• gain customer insights, understand your preferences and interests, personalise your experience and enhance products and services you are offered and receive;
• conduct our business and perform administrative and operational tasks, including for the purposes of facilitating a proposed sale or reorganisation of our business, training staff, risk management, undertaking research and statistical analysis, and systems development and testing;
• conduct security checks and for other purposes related to security;
• prevent, detect and investigate any actual or suspected fraudulent or criminal activity or other serious misconduct;
• comply with our obligations under applicable laws, regulations and codes, and to comply with requests from regulatory authorities and law enforcement agencies; and
• achieve any other purpose for which you have requested or given your consent for.

We sometimes use artificial intelligence processes in our products or services, or to achieve the other purposes set out above. We incorporate elements of automated decision-making in our onboarding processes when we assess your application to become a customer. We use certain credit eligibility information, including credit scores) as an input in this automated decision-making process – please see our Credit Reporting Policy for more information about how this type of information is collected and used.

How we disclose your personal information

To provide our products and services to you, operate our business or achieve any of the other purposes listed above, we may disclose your personal information to:

• other companies in our corporate group;
• our third party distributors and dealers;
• our business partners and service providers, including our wholesalers and NBN suppliers;
• your authorised representatives, where they have been appointed via our application process;
• an advocate such as a translator, where you have requested we deal with them;
• potential buyers or investors in our business or other third parties in connection with the sale or reorganisation of our business;
• auditors, legal representatives, regulatory bodies and government authorities; and
• other third parties where you have given consent or requested your personal information is disclosed or where permitted or required by law.

Sharing your personal information outside Australia

In some cases, we may disclose your personal information to organisations located overseas, including in Fiji, Canada, United Kingdom, India, Japan, New Zealand, Philippines, Singapore, Malaysia, South Africa, Indonesia, United States of America, Germany, Italy, and Egypt.

Personnel and job applicant information

When you apply for a job or position with us, we may collect certain personal information including your name, contact details, working history, and educational background. We collect this information directly from you (including via LinkedIn) or from recruitment consultants, previous employers, your referees, professional associations or registration bodies, our related companies, and any other parties who can provide information to assist in our decision to make you an offer of employment or engage you under a contract.

If you accept a job or engagement with us, we will collect additional personal information as part of the onboarding process, which may include payroll information like your superannuation information and your bank account details, and government related identifiers like your tax file number. We may also collect sensitive information from you as part of your job application or employment onboarding process, such as health information or information about trade union memberships.

We will use your personal information to assess your job application, notify you of future opportunities and administer your engagement with Veetel.

How you can access or correct your personal information

You can request access to or correction of your personal information by contacting us via the contact details listed below in the ‘Contact us’ section.

If you ask us to provide access to your personal information, we will usually give you access once we have verified your identity. We will acknowledge receipt of your request, and if you tell us specifically what you wish to access, we will usually be able to provide it to you within 30 days of receipt of your request.

If you request access to records which are not current or your request is otherwise complex, it may take longer to locate those records, and we may charge you a small administrative fee to cover our costs to provide access. If there is a fee, we will let you know beforehand so you can decide whether to proceed.

If we agree that your personal information needs to be corrected, we will do so within a reasonable period of time. If we cannot give you access to your personal information, correct or delete your personal information or if it is not appropriate to make the changes you request, we will contact you to explain why.

You can also let us know at any time if you no longer wish to receive marketing communications from us. To manage your communication preferences, please contact us using the details set out below or by using the opt-out facilities provided (for example, an unsubscribe link included in the footer of an email). You can update your preferences at any time if you change your mind.

How you can make a complaint

You can make a complaint about our handling of your personal information by contacting us via the contact details listed below in the ‘Contact us’ section. We are committed to resolving complaints reasonably. We aim to investigate and respond to your complaint within 30 days.

If you feel your issue has not been resolved to your satisfaction, you can contact the Office of the Australian Information Commissioner by:

Phone: 1300 363 992

Online: www.oaic.gov.au/privacy

Mail:

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001

Contact us

Please contact us if you have any questions or comments regarding our privacy policy.

You can contact us by:

Email: enquiries@veetel.com.au

Phone: 1300 833 835

Mail:

Veetel Pty Ltd
Locked Bag 9004
Maroubra NSW 2035