Privacy Policy
This policy explains how Warp (operated by The IT Dept Pty Ltd, ABN 12 665 405 505) handles your personal information. We're bound by the Australian Privacy Principles (APPs) under the Privacy Act 1988, and we take that seriously.
The short version: we collect what we need to give you internet, we don't sell your data, and we're upfront about everything.
What we collect
We collect personal information when you sign up, use our services, or contact us. This includes:
- Identity info: your name, date of birth, and address
- Contact info: email, phone number, postal address
- Payment info: bank account or card details for billing
- Service info: your plan, connection type, usage data, IP addresses assigned to you
- Support interactions: records of calls, chats, emails, and portal tickets
- Website activity: cookies, analytics data, and device info when you use our website
Why we collect it
We use your information to:
- Connect and manage your internet service
- Bill you and process payments
- Provide customer support
- Send you service updates (outages, maintenance, plan changes)
- Improve our network and services
- Meet our legal obligations (see metadata retention below)
- Prevent fraud and protect our network
We won't send you marketing without your consent, and you can opt out at any time.
Metadata retention
Under the Telecommunications (Interception and Access) Amendment (Data Retention) Act 2015, we're required by law to retain certain telecommunications metadata for two years. This includes things like the source and destination of communications, timestamps, and IP addresses, but not the content of your communications.
We only disclose this data when required to by law, such as in response to a valid warrant or authorisation from an enforcement agency.
Who we share it with
We may share your personal information with:
- NBN Co, to provision and manage your connection
- Payment processors, to process your bills
- Support tools: ticketing and communication platforms we use to help you
- Law enforcement, when legally required (warrants, court orders)
- Regulatory bodies: ACMA, TIO, when required
We don't sell your personal information. Ever. We don't give it to advertisers. We don't share it with "partners" for marketing.
Overseas disclosure
Some of the tools and platforms we use to run our business (like cloud hosting or support software) may store data in the United States, the European Union, or other countries. Where this happens, we ensure those providers have privacy protections that meet or exceed the APPs.
Cookies and tracking
Our website uses cookies for:
- Essential cookies: keeping you logged in, remembering preferences
- Analytics: understanding how people use our site so we can improve it
We don't use tracking cookies for advertising. You can disable cookies in your browser settings, though some parts of the portal may not work properly without them.
How we protect your information
We use industry-standard security measures including encryption in transit (TLS), encrypted storage for sensitive data, access controls, and regular security reviews. We limit access to personal information to staff who need it to do their jobs.
Accessing and correcting your information
You have the right to access the personal information we hold about you, and to ask us to correct anything that's wrong. You can do this by logging into your portal or contacting us. We'll respond within 30 days.
Making a complaint
If you think we've mishandled your personal information, contact us first. If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Contact us
For anything privacy-related:
- Email: support@warp.net.au
- Phone: 02 4398 7080
- Post: The IT Dept Pty Ltd, ABN 12 665 405 505