Privacy policy

Who we are

This policy explains how NURV Consulting Pty Ltd (ABN 14 156 186 480) — “we”, “us”, “our” — collects, uses, stores and discloses your personal information. We handle it in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What we collect

We collect the information we need to provide and bill your services and to support you — and we try not to collect anything we don’t need. Depending on the services you use, that can include:

• your name, business name, address, phone numbers and email;
• account and billing details, including payment-method information;
• service-usage information — such as the type, date, time, duration and destination of calls and messages, and the amounts charged;
• records of your dealings with us, including support requests and complaints;
• call recordings, where recording is enabled on your service (callers are told they’re being recorded, and recordings are kept only as long as you choose); and
• website information such as analytics and cookies (see below).

We don’t collect personal information that we don’t need.

How we collect it

• Directly from you — when you request a quote, sign up, contact us, or use a service.
• Automatically — as you use the service and our network, and as you browse our website.
• From third parties where necessary — for example an identity or credit check, or a partner involved in delivering or porting your service.

Why we use it

• to provide, manage and bill your services accurately;
• to support you and handle complaints;
• to maintain and improve our services and network;
• to meet our legal and regulatory obligations; and
• to send you service-related messages and — where you haven’t opted out — relevant news and offers.

Marketing & opting out

Any marketing we send is occasional and relevant. You can opt out at any time — use the unsubscribe link in the message, or email privacy@nurv.au — and we’ll action it promptly. Opting out of marketing won’t affect the service messages we need to send you, like outage or billing notices.

When we share it

We will never sell, rent or trade your personal information. We only disclose it where we genuinely need to:

• to suppliers and contractors who perform functions for us (for example billing, mailing or IT providers) — only so they can do that work, and on terms requiring them to handle your information consistently with the APPs;
• to carriers and porting partners, where that’s needed to deliver or move your service; and
• where the law requires or permits it — including to law enforcement if we suspect illegal activity (see our Acceptable use policy).

Some of the providers we use may store or process data outside Australia. Where that happens, we take reasonable steps to ensure your information is handled consistently with the APPs.

How we keep it secure

We take physical, electronic and managerial steps to keep the personal information we hold safe from unauthorised access, use, change, disclosure or loss. Only authorised people can access customer details, and our team is trained on their obligations under the Privacy Act.

Cookies, analytics & advertising

Our website uses cookies and similar technologies to understand how the site is used and to make our advertising work better. Most of this runs through Google Analytics and Google Ads, which we load via Google Tag Manager.

• Analytics. We use Google Analytics to see things like which pages are visited, how people move through the site, roughly where visitors are (city or region level) and what device they’re on. It helps us improve the site and doesn’t tell us who you are personally.
• Advertising. If you reach us through a Google ad — or submit a form or tap one of our phone numbers — we use Google’s advertising cookies to measure which ads and campaigns are working, and we may show you relevant NURV ads on other websites (remarketing).

This information is shared with Google as a third party and handled under Google’s Privacy Policy. We don’t sell it. You can opt out in a few ways: turn cookies off in your browser settings (some parts of the site may work less well), install the Google Analytics opt-out add-on, or manage ad personalisation in your Google Ad settings. We’re not responsible for the privacy practices of any third-party sites we link to.

Accessing & correcting your information

You can ask to see the personal information we hold about you, and to correct anything that’s inaccurate, incomplete or out of date. Email privacy@nurv.au — telling us what information you’re after (and roughly when you gave it to us) helps us respond faster. We’ll respond within a reasonable time, and in the rare cases where the Privacy Act lets us decline access, we’ll explain why.

Payments & the online shop

When you buy hardware through our online shop, we collect what we need to take payment and get your order to you: your name, business name, email, phone, billing and shipping address, and the items you ordered.

We don’t see or store your full card details. Card payments are processed by Stripe, our payment provider. Your card number is entered on Stripe’s secure checkout and handled by Stripe under the PCI-DSS card-security standard — NURV only receives confirmation of payment and the order details, never your full card number.

• Stripe processes the payment and emails your receipt and our GST tax invoice on our behalf. See Stripe’s privacy policy.
• We share your name, address and contact number with our delivery and supply partners only as needed to pack and ship your order.
• We send order and dispatch confirmations to your email, and keep order records as required for tax and warranty purposes.

How your purchase itself works — pricing, delivery, cancellations — is covered by our Terms of sale, and returns by our Returns & warranty policy.

Privacy complaints

If you think we’ve mishandled your personal information, please tell us first — email privacy@nurv.au or call 1800 355 494 — and we’ll investigate and get back to you. (Complaints about your service itself are handled under our Complaint handling policy.)

If you’re not satisfied with how we’ve handled a privacy complaint, you can contact the Office of the Australian Information Commissioner (OAIC):

Changes to this policy

We may update this policy from time to time and will publish the current version here. We’ll also make it available on request.

Contact our Privacy Officer