Privacy Policy
Document ID: LEG-002 | Version: 1.0 | Status: Active
Purpose
This Privacy Policy explains how Troubleshoot IT collects, uses, stores and protects personal information.
We respect your privacy and are committed to handling personal information responsibly and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy applies to all products, services, websites and software operated by Troubleshoot IT unless a separate privacy policy is provided.
About Us
Troubleshoot IT is an Australian technology services business owned and operated by Robert McGregor.
Our services include:
- Technology support
- Microsoft 365
- Cybersecurity
- Managed IT Services
- Apple Business Manager
- Device Management
- Technology Consulting
- Technology Training
- AI Consulting
- Business Automation
- Customer Portal
- Learning Platform
Information We Collect
Personal Information
Examples include:
- Name
- Address
- Email address
- Telephone number
- Organisation
- Job title
Technical Information
Examples include:
- IP address
- Browser type
- Device information
- Operating system
- Log information
- Session information
Service Information
When providing IT services we may collect information required to deliver those services, including:
- Microsoft 365 tenant information
- Device inventory
- Software licensing information
- Support requests
- Ticket history
- Configuration information
We only collect information necessary to provide the requested services.
Payment Information
Where applicable we may collect:
- Invoice details
- Payment history
- Subscription information
Payment card details are processed by secure third-party payment providers.
Troubleshoot IT does not store full credit card information.
How We Collect Information
Information may be collected when you:
- contact us
- request support
- complete a form
- submit an enquiry
- request a quotation
- purchase services
- book appointments
- use our website
- access our customer portal
- communicate by email or telephone
Information may also be collected from authorised representatives acting on your behalf.
Why We Collect Information
We use personal information to:
- provide services
- respond to enquiries
- manage customer relationships
- improve our services
- provide technical support
- manage bookings
- issue invoices
- comply with legal obligations
- protect our systems
- detect fraud or misuse
We only use information for purposes reasonably related to the services we provide.
Artificial Intelligence
Troubleshoot IT may use Artificial Intelligence (AI) tools to assist with:
- drafting documents
- analysing technical issues
- creating learning resources
- preparing reports
- improving customer support
Where AI tools are used:
- customer confidentiality remains important;
- only the minimum necessary information is used;
- sensitive information is not intentionally shared unless required to provide the requested service.
Human review is applied before important advice is provided.
Cookies
Our websites may use cookies to:
- remember preferences
- improve performance
- understand website usage
- improve customer experience
You may disable cookies through your browser settings, although some features may not operate correctly.
Sharing Information
We do not sell personal information.
Information may be shared with trusted service providers where necessary to deliver our services.
Examples include:
- Microsoft
- Apple
- Stripe
- Xero
- Cloud hosting providers
- Domain and DNS providers
- Email providers
Only information reasonably necessary to provide the service will be shared.
Overseas Disclosure
Some service providers may process information outside Australia.
Where this occurs, we take reasonable steps to ensure personal information is handled appropriately.
Data Security
We take reasonable steps to protect personal information through measures including:
- Microsoft 365 security
- Multi-factor authentication
- Device management
- Encryption
- Secure cloud services
- Access controls
- Regular software updates
- Staff awareness
No system can guarantee absolute security.
Data Retention
Personal information is retained only for as long as necessary to:
- provide services
- meet legal obligations
- resolve disputes
- maintain business records
When information is no longer required it will be securely deleted or de-identified where practical.
Your Rights
You may request to:
- access your personal information;
- correct inaccurate information;
- update your contact details;
- withdraw consent where applicable;
- ask questions about how information is handled.
Requests should be directed to Troubleshoot IT using the contact details below.
Third-Party Websites
Our websites may contain links to external websites.
Troubleshoot IT is not responsible for the privacy practices of third-party websites.
Children's Privacy
Our services are not specifically directed toward children.
Where services are provided to minors, we expect a parent, guardian or authorised representative to be involved where appropriate.
Changes to This Policy
We may update this Privacy Policy from time to time.
The latest version will always be published on our website.
Material changes will take effect when published.
Contact Us
Troubleshoot IT
Website: https://troubleshootit.com.au
Email: support@troubleshootit.com.au
Phone: 0407 204 027
Complaints
If you believe your privacy has not been handled appropriately, please contact us first.
We will investigate your concerns and respond as soon as reasonably practicable.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).