Privacy Policy
The Privacy Policy aims to ensure that ARROW customer’s
private information is collected appropriately and used only for
the purpose it was collected. ARROW is bound by the Privacy
Act to ensure that customer information is kept secure and not
used for any purpose other than the reasons as follows:
The Type of Information ARROW Records:
• Names
• Address
• Date of Birth
• Drivers License Number (Customer Identification)
• ABN’s, ACN and other business identifiers
• Account names and numbers and the information that
makes it possible to obtain payments (Banking and/or
credit card details)
• Email Addresses
• Passwords, PIN numbers (including on-line billing
password)
• PUK codes for mobile phones
• Account information such as usage, bills and payments
If ARROW does not receive sufficient information supplied by
the customer, then ARROW is unable to provide a service to the
potential customer.
ARROW Obtains Information in relation to Customers
From:
• ARROW’s various application forms for different
services
• Other providers
• Credit checks
• Information resources that are publicly available
• ARROW’s agents and sales representatives
• Telephone conversations with customers and emails
and faxes from customers
ARROW Uses Customer Information:
• To answer customer enquiries
• To provide information to the customer on ARROW
services
• To send customers their monthly bill
• To obtain payment where automatic payments are
agreed
• To place orders for a customer’s line (such as an
existing line)
• To investigate and pursue bad debt and possible fraud
ARROW Supplies Information:
• To carriers in the process of provisioning and
maintaining services
• In the provision of directory services
• To debt recovery agencies as and when required
• When required to do so by law
How ARROW Records Customer Information:
ARROW keeps customer information on its computer servers that are password protected. All of ARROW’s systems are placed in an area that is not available to the public and all servers are protected by firewalls. Information is split into highly secured information such as credit card numbers and low security information is available online using password protected access;
this information is through a secure web connection using Secure Sockets Layer (SSL), with support for 128 bit encrypt.
Customer Access to Information:
Customers may access information that ARROW have on file to ensure that it is accurate. If the customer information is
incorrect then it will be corrected and updated. Customers cannot access any information that would undermine the privacy
of others.
If an ARROW customer has access to on-line billing facilities to obtain information, it is the customers responsibility to keep their
password safe. Through ARROW’s online customer support system, customers may check at any time the low level security
information held in our data base.
People Acting on the Customers Behalf:
ARROW may give information to people acting on the customer’s behalf once authority to so by the customer; verbal authorization
is acceptable for close family members but otherwise written authorization is required. Family members who are able to give
the full name and date of birth of the customer may make preliminary enquiries on behalf of the customer.
Dealing with ARROW Anonymously:
When possible, Customers can make enquiries with ARROW
anonymously.
Use of Customer’s Personal Information for Marketing
Purposes:
ARROW will never sell customer information to third parties for
marketing purposes. In instances where ARROW would use customer information for marketing purposes, the customer would
be given an option to “opt-out” of any marketing beforehand. Currently ARROW does not use any personal customer information
for marketing reasons other than providing information to customers on ARROW services. ARROW may use customer
information in the form of company statistics and accounts where no information can be identified as relating to any one individual
customer.
What Customers can do Concerning Privacy:
If a customer has a concern about privacy, a letter or email should
be sent to ARROW’s privacy officer who will be pleased to discuss
any of your issues or concerns.
Privacy Officer,
Customer Service Manager
ARROW VOICE& DATA
P.O.BOX 5145
Sydney
N.S.W. 2001
P.O. Box 5145, Sydney, N.S.W. 2001
Ph: 1300 305 794 Fax:
1300 666 079
