Privacy Policy

1. About Tech Help Mandurah

Tech Help Mandurah (“we”, “us”, “our”) is committed to protecting your privacy.

This policy explains how we collect, use, store, and protect your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

2. What Information We Collect

We may collect the following types of information:

2.1 Personal Information
  • Name
  • Phone number
  • Email address
  • Residential or business address
  • Booking details
  • Device information (make/model)
  • Information you provide when describing an issue
2.2 Technical Information (during support)

To perform certain services, we may temporarily view:

  • System settings
  • Wi-Fi/network names
  • Installed software
  • Basic account or device configuration details

We do not store this information after the job is completed.

2.3 Sensitive Information

We do not intentionally collect sensitive information (e.g., health data, financial records).
If it is visible on your device during troubleshooting, it is not copied, stored, or retained.

3. How We Collect Information

We collect information when you:

  • Make a booking or request a service
  • Contact us via phone, email, SMS, or forms on our website
  • Allow us to access your device for troubleshooting or training
  • Provide information verbally during an appointment

We only collect information that is reasonably necessary to provide IT support services.

4. How We Use Your Information

Your information is used to:

  • Book and deliver tech support services
  • Communicate about appointments or service updates
  • Provide invoices or receipts
  • Improve our service offerings
  • Meet legal and regulatory obligations

We do not sell, trade, or rent your information to third parties.

5. Device Access & Data Handling

During service, we may need to access your device to diagnose or fix issues.

We follow these principles:

  • We only access what is necessary for the job
  • We do not copy or retain your personal files
  • We do not record passwords or login credentials
  • You may enter passwords yourself where possible
  • Data shown during troubleshooting is not stored or photographed

6. Data Storage and Security

We take reasonable steps to protect the information we hold from:

  • Loss
  • Misuse
  • Unauthorised access
  • Modification
  • Disclosure

Information such as contact details or invoices may be stored securely in:

  • Email
  • Accounting or booking software
  • Encrypted cloud systems used by our business

Technical information from device access is never stored.

7. Third-Party Services

We may use third-party services such as:

  • Email providers
  • Booking tools
  • Accounting/invoicing services
  • Cloud-based tools
  • Google / Microsoft for device setup

These providers may process personal information in accordance with their own privacy policies.
We only share information necessary to perform our services.

  • Email
  • Accounting or booking software
  • Encrypted cloud systems used by our business

Technical information from device access is never stored.

8. Access and Correction

You may request:

  • A copy of the personal information we hold about you
  • Corrections to inaccurate information

To request access or corrections, contact us at the details below.

9. Cookies & Website Analytics

Our website may use:

  • Cookies
  • Basic analytics tools
  • Traffic logs

This information helps us understand website performance but does not personally identify you.

You can disable cookies through your browser settings if you choose.

10. Children’s Privacy

We do not knowingly collect personal data from children under 16 without parental permission.
If a child interacts with our service, a parent/guardian must be present.

11. Complaints

If you believe your privacy has been breached, contact us first using the details below.

We will respond as soon as possible.
If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC).

12. Changes to this Policy

We may update this Privacy Policy occasionally.
The updated version will be published on our website with a new “Last updated” date.

13. Contact Us

For privacy questions, access requests, or concerns:

Tech Help Mandurah
Email: contact@techhelpmandurah.com.au
Phone: +61 447 231 120
Contact Form