1. About this Privacy Policy
iTelco Limited is committed to protecting personal information in accordance with the Privacy Act 2020 and, where applicable, the Telecommunications Information Privacy Code 2020 and other New Zealand laws that apply to the services we provide.
This policy applies to personal information relating to customers, prospective customers, website users, authorised contacts, suppliers and other people who interact with iTelco.
Back to top ↑2. What information we collect
Depending on your relationship with us, we may collect:
- your name, business or organisation name, role and contact details;
- billing details, account information and payment-related information;
- service addresses, installation details and information needed to deliver broadband, voice, mobile, IT, hosting, hardware or related services;
- information about authorised users and employees where a business customer asks us to configure services for them;
- service usage and technical information, including calling records, network information, device information, support logs and fault information where relevant;
- information submitted through website forms, emails, support requests, quotes, orders or other communications;
- website and device information such as IP address, browser type and referring pages where analytics or security tools are used.
3. How we collect information
We generally collect information directly from you, your organisation, an authorised representative, or through your use of our services. We may also receive relevant information from carriers, wholesalers, service providers, suppliers, credit agencies or other parties where reasonably necessary to provide or support a service, manage an account, meet legal obligations or protect our systems.
Back to top ↑4. How we use information
- provide, configure, support and manage services;
- process orders, billing, payments, faults, service changes and cancellations;
- communicate with you about your account, services and support requests;
- improve our products, website, support processes and customer experience;
- protect customers, staff, systems and networks against misuse, fraud and security threats;
- comply with legal, regulatory and contractual obligations;
- contact you about relevant iTelco services where permitted by law.
5. Telecommunications and service information
When we provide telecommunications or managed technology services, operational information may be generated as part of delivering the service. This can include call records, service numbers, routing information, IP or network information, device identifiers, support logs and usage data.
We use this information for legitimate service delivery, billing, support, security, troubleshooting, reporting, legal compliance and related operational purposes.
Back to top ↑6. Call recordings and communications
Some services may support call recording, voicemail, transcription or similar functionality. Where iTelco records its own customer or support calls, or processes recordings on behalf of a customer, we will handle that information in accordance with applicable law and the relevant service configuration.
Customers are responsible for ensuring their own use of recording, monitoring or transcription features complies with applicable law and that appropriate notices or consents are obtained where required.
Back to top ↑7. Billing, credit and debt recovery
We may use account and payment information to issue invoices, reconcile payments and manage overdue accounts. Where reasonably necessary, we may disclose relevant information to payment processors, accountants, debt recovery providers, credit reporting agencies or professional advisers, subject to applicable law.
Back to top ↑9. Cloud and overseas service providers
Some providers we use may store or process information outside New Zealand. Where this occurs, we will take reasonable steps to ensure information is handled appropriately and in accordance with applicable New Zealand privacy requirements.
Back to top ↑10. Cookies, analytics and website information
Our website may use cookies or analytics tools to understand site usage, improve performance, remember preferences and protect against abuse. You can usually control cookies through your browser settings.
Back to top ↑11. Marketing communications
We may contact existing or prospective customers about relevant iTelco services where permitted by law. You can ask us to stop sending marketing communications at any time. Service, billing, security and operational communications may still be sent where necessary.
Back to top ↑12. Security and retention
We take reasonable technical and organisational steps to protect personal information against loss, unauthorised access, misuse, disclosure or alteration. No system can be guaranteed to be completely secure.
We retain personal information only for as long as reasonably necessary for the purpose it was collected, to support an ongoing customer relationship, meet legal or accounting obligations, resolve disputes or protect legitimate business interests.
Back to top ↑13. Accessing and correcting your information
You may request access to personal information we hold about you and ask us to correct information you believe is inaccurate. We may need to verify your identity before responding. We will respond in accordance with the Privacy Act 2020.
Back to top ↑14. Privacy breaches and complaints
If we become aware of a privacy breach that is required to be notified under New Zealand law, we will take appropriate steps, including notifying affected people and the Office of the Privacy Commissioner where required.
If you have a privacy concern, please contact us first so we have an opportunity to investigate and respond.
Back to top ↑15. Contacting us
Email: support@itelco.nz
Phone: 0508 483 526
Please mark privacy-related enquiries for the attention of the Privacy Officer.
16. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology, legal requirements or business practices. The current version will be published on our website.
Back to top ↑