Privacy Policy

We collect information necessary to provide and improve our services. This includes information you provide directly and information generated through your use of our services.

• Account information — name, email, phone number, date of birth, residential address
• Identity verification — government-issued ID documents as required by telecommunications regulations
• Payment information — credit/debit card details, billing address (processed by our PCI-DSS compliant payment provider)
• Service usage — data consumption, call and message metadata, network connection data
• Device information — device type, operating system, IMEI numbers, eSIM details
• App usage — features accessed, preferences, interaction data

We use your information to provide, maintain, and improve our services; process payments; communicate important service information; comply with legal obligations; and, with your consent, to send marketing communications.

• Activating, managing, and billing your services
• Providing customer support and resolving complaints
• Network planning, optimisation, and fault resolution
• Fraud detection and prevention
• Complying with Australian telecommunications laws, including lawful interception obligations
• Improving our products and developing new features

We do not sell your personal information. We may share information with trusted service providers who assist in delivering our services (such as payment processors, network infrastructure partners, and identity verification providers), but only to the extent necessary and under strict contractual obligations to protect your data.

We may also disclose information when required by law, including in response to valid legal requests from law enforcement agencies as mandated under Australian telecommunications legislation.

Your data is stored in secure, Australian-based data centres with enterprise-grade encryption at rest and in transit. We implement industry-standard security measures including multi-factor authentication, intrusion detection systems, regular security audits, and staff training on data handling procedures.

Under the Australian Privacy Act 1988 and the Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or outdated information
• Opt out of marketing communications at any time
• Request deletion of your information (subject to our legal retention obligations)
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)

Our website and app use cookies and similar technologies to improve your experience, analyse usage patterns, and measure the effectiveness of our communications. You can manage cookie preferences through your browser settings. Essential cookies required for core functionality cannot be disabled.

We retain your information for as long as your account is active and for a reasonable period afterward to comply with legal obligations, resolve disputes, and enforce our agreements. Call and message metadata is retained for the period required by the Telecommunications (Interception and Access) Act 1979.

If you have questions about this policy or wish to exercise your privacy rights, contact our Privacy Officer at privacy@telio.com.au or call 1300 848 200. You can also write to: Privacy Officer, Telio Telecommunications Pty Ltd, Level 10, 42 Harbour Road, Melbourne VIC 3000.