Privacy Policy

1. Introduction

MR IT Australia Pty Ltd (ABN 80 678 723 021) trading as Klearnet Solutions (“Klearnet”, “we”, “us” or “our”) provides managed IT, technical support and related services. We are committed to protecting the privacy of the personal information we collect and handle.

This Privacy Policy explains how we collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth) (“Privacy Act”) and the Australian Privacy Principles (“APPs”). It applies to our clients, prospective clients, website visitors, suppliers and other individuals we deal with in the course of our business.

2. Personal information we collect

The types of personal information we collect include, but are not limited to:

• Identity and contact details — your name, email address, phone numbers and postal or street address.
• Login credentials — usernames, passwords and other authentication details required to access our services or, where you engage us to manage your IT systems, credentials needed to administer those systems on your behalf.
• Payment details — billing information such as credit card or bank account details used to pay for our services.
• Service and technical information — information generated when we deliver IT services, such as support tickets, device and network information, system logs and communications with our support team.
• Website usage information — information collected through cookies and analytics tools when you visit our website, such as your IP address, browser type and pages viewed.

Sensitive information

Under the Privacy Act 1988 (Cth), “sensitive information” is a category of personal information that receives a higher level of protection. It includes information or an opinion about an individual’s:

• racial or ethnic origin;
• political opinions or membership of a political association;
• religious beliefs or affiliations, or philosophical beliefs;
• membership of a professional or trade association, or trade union;
• sexual orientation or practices; or
• criminal record,

as well as health information, genetic information, biometric information used for automated verification or identification, and biometric templates.

We do not generally collect sensitive information. If we ever need to, we will only do so with your consent or where otherwise permitted or required by law.

Anonymity and pseudonymity

Where it is lawful and practicable, you may deal with us anonymously or using a pseudonym — for example, when making a general enquiry through our website. However, for most of our services we need to verify who you are, so anonymity is often not practicable.

3. How we collect personal information

Where reasonably practicable, we collect personal information directly from you — for example, when you engage our services, contact our support team, complete a form on our website, or communicate with us by phone or email. We may also collect information:

• from your employer or organisation, where we provide services to them and you are a nominated contact or end user;
• automatically through our monitoring, security and remote management tools when we administer your IT environment; and
• from third parties such as payment processors, publicly available sources, or referral partners.

If you provide us with personal information about another person (for example, a colleague), you should ensure they are aware of this Privacy Policy.

If we receive personal information we did not solicit and determine that we could not lawfully have collected it under the APPs, we will destroy or de-identify it as soon as practicable, provided it is lawful and reasonable to do so.

4. Information we handle on behalf of our clients

As a managed IT services provider, we may access, host, transmit or otherwise handle data belonging to our clients — for example, files, emails, databases and backups stored on systems we manage. This data may contain personal information about our clients’ employees, customers and other individuals.

We handle such information as a service provider, on our client’s instructions and under our service agreements. We do not use it for our own purposes, and we access it only to the extent necessary to deliver, support and secure the contracted services. If you have questions about personal information held in a system we manage for an organisation, your query is generally best directed to that organisation in the first instance.

5. Why we collect, hold and use personal information

We collect, hold and use personal information for purposes including:

• providing, administering and supporting our IT services;
• verifying your identity and authenticating access to systems and services;
• processing payments, invoicing and account management;
• responding to enquiries and providing technical support;
• monitoring, maintaining and securing the systems we manage;
• improving our services and website;
• sending service notifications and, where permitted, marketing communications; and
• complying with our legal and regulatory obligations.

We will not use or disclose your personal information for purposes unrelated to those above without your consent, unless permitted or required by law.

6. Direct marketing

We may send you information about our services, updates and offers where you would reasonably expect us to or where you have consented, consistent with the Privacy Act and the Spam Act 2003 (Cth). You can opt out at any time by using the unsubscribe link in our communications or by contacting us using the details below. We do not sell personal information to third parties.

7. Disclosure of personal information

We may disclose personal information to:

• our employees and contractors who need it to perform their roles;
• third-party service providers who assist us in operating our business, such as software vendors, cloud hosting providers, payment processors and professional advisers;
• technology vendors and distributors where necessary to procure, license or support products on your behalf; and
• government agencies, regulators or law enforcement where required or authorised by law.

We require third parties who handle personal information on our behalf to keep it secure and use it only for the purposes for which it was disclosed.

8. Overseas disclosure

Some of our service providers may store or process personal information outside Australia. In particular, our website analytics and marketing platforms (Microsoft Clarity and HubSpot) process data in the United States, and our cloud hosting and software vendors may process data in the United Kingdom. Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with the APPs.

9. Data security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include access controls and multi-factor authentication, encryption of data in transit and at rest where appropriate, secure storage of credentials and payment details, staff training, and regular review of our security practices.

Payment card details are processed through PCI DSS-compliant payment providers.

10. Data retention

We retain personal information only for as long as it is needed for the purposes described in this policy, to meet our contractual commitments, or as required by law (for example, financial records must generally be kept for seven years). When personal information is no longer required, we take reasonable steps to destroy it or ensure it is de-identified.

11. Data breaches

If a data breach occurs that is likely to result in serious harm to individuals, we will act in accordance with the Notifiable Data Breaches scheme under the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

12. Cookies and website analytics

This website uses cookies and similar technologies to remember your theme preference, measure site usage, and (via Microsoft Clarity) record anonymised session replays for usability analysis. Session replay captures page interactions such as scrolls and clicks, but not keystrokes entered into password fields or payment-card fields. You can disable cookies in your browser settings; some features of the site may not work as expected if you do.

We also load HubSpot tracking on this website and use a HubSpot-hosted embedded form on our Contact page. Information you submit through the contact form, and analytics events captured by HubSpot and Microsoft Clarity, are processed by those vendors on their infrastructure as part of the services they provide to us.

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites, and we encourage you to review their privacy policies.

13. Access and correction

You may request access to the personal information we hold about you, or ask us to correct it, by contacting us using the details below. We will respond within a reasonable period. We will not charge you for making a request or for correcting your information, though we may charge a reasonable fee to cover the cost of providing access. In limited circumstances the Privacy Act allows us to refuse access; if we do, we will explain why in writing and tell you how you can complain about the refusal.

14. Complaints

If you believe we have breached the Privacy Act or the APPs, please contact our Privacy Officer using the details below, and include as much detail as you can. We take complaints seriously: we will acknowledge your complaint, investigate it, and respond within a reasonable period, usually 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

15. Contact us

Privacy Officer
Klearnet Solutions
PO Box 4490
Loganholme DC QLD 4129
Australia

16. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or the law. The current version will always be available on our website, and material changes will be communicated where appropriate.