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 our IT support, website design, hosting, maintenance and related 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 retain copies of personal files after completing a service unless this is required for the agreed work, an ongoing service, or with the customer’s permission.
  • We do not retain passwords or login credentials unless access is reasonably required to complete the service or provide an active hosting, maintenance or website care plan.
  • 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 accessed during troubleshooting is generally not retained after the service unless reasonably required for ongoing support or record-keeping.

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.

8. Website Design, Hosting and Website Care

When providing website design, hosting, domain management or website care services, we may collect or access information such as:

  • Business names, ABNs and contact details
  • Logos, photographs, branding and website content
  • Domain names and hosting account details
  • Website administrator details
  • Account identifiers and login credentials where required
  • Information submitted through website forms during setup or testing
  • Website analytics, backups, security logs and technical information

We use this information only to design, configure, host, maintain, secure, transfer or support the customer’s website.

8.1 Website Design, Hosting and Website Care

Customers may provide access to domain registrars, hosting accounts, WordPress websites, email platforms and other third-party services.

We will:

  • Only access accounts where reasonably necessary to perform the agreed services
  • Take reasonable steps to protect credentials from unauthorised access
  • Avoid retaining credentials where ongoing access is not required
  • Retain access only where required for an active hosting, maintenance or website care service

Customers should change shared passwords after handover where ongoing access by Tech Help Mandurah is not required.

8.2 Website Content

Customers are responsible for ensuring they have permission to provide and publish all personal information, photographs, testimonials, logos and other content supplied for their website.

Website content may be stored temporarily in email, project files, cloud storage, website backups or development environments while the project is being completed.

Project files may be retained for reasonable business, support, record-keeping or backup purposes and will be deleted or de-identified when no longer required, subject to any legal obligations.

8.3 Information Collected Through Customer Websites

Websites created or managed by Tech Help Mandurah may collect personal information from the customer’s website visitors through:

  • Contact forms
  • Quote or enquiry forms
  • Booking systems
  • Email subscriptions
  • Analytics tools
  • Cookies
  • eCommerce or payment services
  • Other third-party integrations

The customer is responsible for deciding what information their website collects and for ensuring their own privacy notices, consent processes and business practices comply with applicable laws.

Tech Help Mandurah may access website submissions or visitor information only where reasonably necessary for setup, testing, troubleshooting, maintenance or support.

We do not use information collected through a customer’s website for our own marketing or unrelated purposes.

8.4 Hosting, Plugins and Third-Party Providers

Customer websites may rely on third-party providers such as:

  • Website hosting companies
  • WordPress and Divi
  • Form, backup and security plugins
  • Analytics providers
  • Booking and payment providers
  • Cloud storage and content delivery services

These providers may collect, store or process information under their own privacy policies and terms.

Some providers may store or process information outside Australia. Where applicable, we take reasonable steps when selecting and configuring providers, but we do not control their independent systems or privacy practices. Australian privacy guidance recognises that overseas providers may create additional disclosure and accountability considerations.

8.5 Website Handover

After a website is transferred or handed over, the customer becomes responsible for:

  • Managing website users and administrator accounts
  • Protecting passwords and login credentials
  • Reviewing form submissions and stored customer information
  • Maintaining suitable backups and security controls
  • Updating their own privacy policy
  • Managing third-party services and integrations

Where the customer has an active website care or hosting service with Tech Help Mandurah, we will continue handling information only to the extent reasonably required to provide that service.

9. 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.

10. 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.

11. 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.

12. 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).

13. 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.

14. Contact Us

For privacy questions, access requests, or concerns:

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