Privacy Policy

Privacy Statement

Last Updated: 23 September 2026

This statement includes:

our collection statement, explaining aspects of our collection and use of personal information
our privacy policy, further explaining how we manage personal information
a description of how our customer portal and online services at www.neptune.net.au handle your information, including when you sign in with Google, Apple or Microsoft.

Collection Statement

Who we are

Neptune Internet Pty Ltd (ABN 97 682 454 815)

Our contact details

Phone: 1800 868 508
Email: support@neptune.net.au
Web site: https://www.neptune.net.au

Collection from third party sources

We may collect personal information from someone other than you, and you may not be aware of the collection, when it is not reasonable or practicable to collect it from you, and it is available from:

publicly available sources like phone books
other companies in our group that you may have dealt with
third parties like our business partners, your authorised representative/s and wholesalers
information brokers
other telecommunication and information service providers that interact with us in providing products to you (eg overseas when you use a roaming mobile service)
fraud checking agencies
our dealers, contractors and other representatives that you may deal with
our websites and how you use them
various parties listed under Disclosing personal information in our Privacy Policy.

Collection under law

We may be required to collect personal information under the Telecommunications Act 1997 and laws made under it (eg if we supply a pre-paid public mobile telecommunications service, we are required by law to carry out an identity check.)

We may be required to collect information, relating to an individual or a communication to which an individual is a party, under the 'data retention' provisions of the Telecommunications (Interception and Access) Act 1979 ('Data Retention Law').

Why we collect and hold personal information

We collect and hold personal information because:

we may need to use it to operate our business
we may need to provide it to other parties in connection with our business
we may need it to comply with the law, including the Data Retention Law.

The uses and disclosures we may make of personal information are detailed in our Privacy Policy.

Unavailability of personal information

If we cannot collect the information we need about you, we may not be able to supply the products or service you want.

Disclosing personal information

We may disclose personal information as reasonably required to contractors and suppliers who supply goods and services that we use to operate our business and provide products and support to you, and to other parties detailed in our Privacy Policy. We may also disclose it to authorised agencies under the Data Retention Law.

Access and correction

Our privacy policy contains information about how you can access and seek correction of the personal information about you that we hold.

Complaints

Our privacy policy explains how you can complain about a breach of the Australian Privacy Principles, and how we will deal with such a complaint.

Personal information

This refers to information or an opinion about a living person who is identified or reasonably identifiable, whether or not true and whether or not recorded in material form. For the purposes of the Data Retention Law, it also refers to information retained for the purposes of that law, if it relates to an individual or a communication to which the individual is a party.

Kinds of personal information we collect and hold

Broadly, we may collect and hold:

personal details like name, date of birth, gender, occupation and driver licence number
contact details like physical, postal, work and email addresses and phone numbers
financial details like bank account, credit card numbers and your billing and payment history with us
service-related details like your user name, encrypted password and service usage history, support incidents, enquiries and complaints
other details relating to special situations like specific health information if you apply for priority assistance and information about any authorised representative you appoint
Data Retention Law details (where that law applies) like subscriber and account details, service details, details about telecommunications devices, the source and destination of communications, the date and time of communications and connection to services, the type of a communication or service and location details.

In any case, we only collect personal information that is reasonably necessary to support our functions and activities. If we cannot collect the information we need about you, we may not be able to supply the products or service you want.

Collecting personal information

Unless it is not reasonable or practicable to do so, and in other cases allowed by law, we will collect personal information about you directly from you (e.g. when you contact us by phone or online, or at our premises, or fill in an application form).

In other cases, we may collect personal information about you from:

publicly available sources like phone books
other companies in our group that you may have dealt with
third parties like our business partners, your authorised representative/s and wholesalers
information brokers
other telecommunication and information service providers that interact with us in providing products to you (eg overseas when you use a roaming mobile service)
fraud checking agencies
our dealers, contractors and other representatives that you may deal with
our websites and how you use them
various parties listed under Disclosing personal information below.

Holding personal information

We hold personal information in hard and/or soft copy at our offices and in other facilities that we own or license from third parties, like data centres. We take reasonable steps to keep it secure and to protect it from unauthorised access, use or alteration. Where required by the Data Retention Law, it will be encrypted.

Why we collect and hold personal information

We collect and hold personal information because:

we may need to use it to operate our business
we may need to provide it to other parties in connection with our business
we may need it to comply with the law, including the Data Retention Law.

Using personal information

We may use personal information:

to identify you
for credit checks
to prevent fraud
to supply products (including goods and/or services) to you
to give you information about us and our products, and product offers
for direct marketing (see Direct marketing for details)
to improve our products, our marketing and our website
to answer your enquiries
to give you customer support and service
to better understand your needs and respond to them
to manage and plan our products and business
to charge and bill you for products you use
to collect payment from you
to monitor, manage, test and improve our network and facilities
to comply with various laws that apply to us, including the Telecommunications Act 1997, the Data Retention Law and our obligations under any carrier licence that we hold
for other purposes related to the operation of our business.

Disclosing personal information

We may disclose personal information as reasonably required:

to contractors and suppliers who supply or support us in:
- market research, sales and marketing
- direct marketing (see Direct marketing for details)
- identity and fraud checking
- credit management
- service provisioning
- installation, maintenance and repairs
- helpdesk and enquiries
- support and complaint management
- communications and mailing
- billing, debt recovery and credit management
- network and product design and maintenance
- corporate strategy
- legal and regulatory advice and compliance
- accounting and financial planning
- risk management
- otherwise providing goods and services that we use to operate our business and provide products and support to you
to your authorised representative/s
if you ask us to do so
to our agents, dealers and members of our corporate group
to our business partners and wholesale suppliers
to other telecommunication and information service providers that interact with us in providing products to you (eg overseas when you use a roaming mobile service)
to the manager of the Integrated Public Number Database, the Australian Communications and Media Authority, police, law enforcement and national security agencies and other authorities when and as required by law
to authorised agencies under the Data Retention Law
to organisations that provide credit or finance to us
to persons who invest in or acquire all or part of our business or company, or are considering doing so.

Direct marketing

We may use and disclose personal information to direct market to you products offered by us, our agents, dealers and members of our corporate group, and our business partners, where we think the offers will be of interest to you, using:

post
email
electronic messaging
social media
targeted web content
other direct marketing channels.

Direct marketing may continue until you opt-out by calling the number in Contacting us even if you are no longer our customer.

Accessing and correcting personal information

Please contact us for these purposes using the details in Contacting us below. We shall process and respond to your request in accordance with Australian Privacy Principle 12. There is no charge for making a request but a reasonable administrative charge, on a cost recovery basis, may be payable before we agree to provide access.

Complaints

If you wish to complain about a breach of the Australian Privacy Principles, please contact us using the details in Contacting us below. We shall:

acknowledge your complaint within a reasonable time
give you an estimated first response time
allocate your complaint to a suitably senior staff member
process and respond to your complaint as soon as we reasonably can.

Customer Portal and Online Services

This part explains how our website and customer portal at www.neptune.net.au handle your personal information. It adds to, and does not replace, the Privacy Policy above.

Creating an account and signing in

You sign in to the customer portal with an email address, either by entering a one-time code sent to that address or by using a third-party sign-in provider: Google, Apple or Microsoft. Sign-in is handled by our identity provider, Ory, on our behalf.

What we receive when you sign in with Google, Apple or Microsoft. We request only basic profile information: your name, your email address, your profile picture (if one is set) and a unique account identifier. This is the standard openid, email and profile scope set. We do not request, and cannot access, your emails, contacts, calendar, files, photos or any other data held in your Google, Apple or Microsoft account, and we never receive your password for that account.

How we use it. We use this information solely to:

create your Neptune Internet account, or match you to an existing account with the same email address
keep you signed in and show your name and profile picture in the portal
send you service, billing and support communications at your email address.

We do not use information received from Google, Apple or Microsoft for advertising, we do not sell it, and we do not share it with anyone other than the service providers described in Service providers and overseas disclosure below, who process it only to help us provide the portal to you.

Google API Services User Data Policy. Neptune Internet's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Revoking access. You can disconnect Neptune Internet from your Google account at any time at myaccount.google.com/permissions, from your Apple ID at appleid.apple.com, or from your Microsoft account at account.microsoft.com/privacy. Doing so stops that provider being used to sign in; it does not close your Neptune Internet account or delete your information. To do either, see Retention and deletion below.

Each time you sign in we record the date and time, the sign-in method used, the IP address you signed in from, the approximate location derived from that IP address (country and city) and your browser or device description. We keep these records to detect unauthorised access to your account and to show you your own recent sign-in history in the portal.

Cookies and similar technologies

The portal uses a small number of strictly necessary cookies: a session cookie that keeps you signed in for up to 30 days, and the session cookie set by our identity provider during sign-in. Our payment provider (Stripe) and live-chat provider (Intercom) set their own cookies when their features load; those are governed by their privacy policies. Our website is served through Cloudflare, which may set cookies needed to protect the site from abuse. We do not use advertising or cross-site tracking cookies.

Payments

Card details are entered directly into a secure form provided by Stripe and are transmitted to and stored by Stripe, not by us. We hold a reference to your payment method and the summary Stripe gives us (card brand, last four digits and expiry date) so you can recognise it in the portal, together with your billing and payment history.

Support and live chat

If you contact us through the chat widget on our website or in the portal, the conversation is handled through Intercom. When you are signed in, we identify you to Intercom by your email address so that your support history stays with your account.

Service and network information

Providing an internet service generates technical records about the service, not just about you. These include the connection identifiers for your service, connection and session logs, the IP addresses we allocate to you, DHCP lease records, speed, latency and fault diagnostics, and usage volumes. We use them to provide, monitor, troubleshoot and secure the service, to bill you, and to meet our obligations under the Data Retention Law.

If you enable Atmosphere (our DNS-based content filtering), the DNS queries made from your service are processed to apply your filtering settings. Query logs are shown to you in the portal and are automatically deleted after 7 days.

If you use our VPN service, we hold the tunnel configuration needed to operate it. We do not inspect or log the content of traffic that passes through the tunnel.

Service providers and overseas disclosure

To run the website and portal we use the following categories of service providers, which process personal information on our behalf and only on our instructions: identity and sign-in (Ory); payments (Stripe); customer support and live chat (Intercom); email and SMS delivery; cloud hosting and content delivery (including Amazon Web Services and Cloudflare); and the third-party sign-in providers you choose to use (Google, Apple or Microsoft). Some of these providers store or process information outside Australia, including in the United States and the European Union. Where that happens we take reasonable steps, such as contractual protections, to ensure your information is handled in a way consistent with the Australian Privacy Principles.

Retention and deletion

We keep your account information for as long as your account is open and for a reasonable period afterwards to handle billing, disputes and complaints, and then delete or de-identify it. Records that we must keep under the Data Retention Law are kept for the period that law requires (currently two years) and are then deleted. Sign-in security records, diagnostics and DNS query logs are kept for shorter periods as described above.

You can close your account, or ask us to delete personal information we hold about you, including information received from Google, Apple or Microsoft, by contacting us using the details in Contacting us. We will act on your request within a reasonable time, except where we are required by law to keep the information, in which case we will tell you.

Children

The customer portal and our services are intended for people aged 18 and over. We do not knowingly collect personal information from children.

Contacting us

Questions, requests and complaints regarding our Privacy Statement or our compliance with privacy laws should be directed to us by email to support@neptune.net.au or by phone on 1800 868 508.