Privacy Policy

About this policy

This policy explains how NET2000 Pty Ltd (ABN 51 073 565 447) collects, holds, uses and discloses personal information. We follow the Privacy Act 1988, including the Australian Privacy Principles (APPs). As a telecommunications provider, we also follow Part 13 of the Telecommunications Act 1997 and the Telecommunications (Interception and Access) Act 1979.

What we collect

• Identity and contact details: your name, address, phone numbers, email, date of birth, and the business name and ABN for business accounts.
• Identification for NBN orders: to confirm who you are before we order or change an NBN service, we ask for a form of ID, such as a driver licence, Medicare card or passport. We record that we checked it and the ID details we need: the document type and number, and the date we checked it. We don't keep a copy of the document.
• Account and billing details: your plans, bills, payments and payment history. Card details are held by our payment provider, not by us.
• Service and technical information: your NBN location ID and connection type, line tests, the IP addresses we give you, router settings where we manage your router, connection records and fault history.
• Network logs: records of IP address use and network traffic levels, used to run, secure and fix the network (for example, to detect DDoS attacks, hacked devices or spam). We don't record the content of your communications or your browsing history.
• Communications with us: emails, notes of phone calls, complaints and enquiry forms.
• Sensitive circumstances: if you tell us about financial hardship, a health condition (for example, a medical alarm) or domestic or family violence, we'll only collect what we need to help you, with your consent. If you send supporting documents for payment assistance, by email or through our encrypted, secure file share, we keep them only for as long as we need to assess your application, then delete them.

When you use our website

• Ask NET2000 AI assistant: the questions you type, and any screenshot you choose to add, are sent to xAI (USA) to create an answer. Under xAI's API terms, xAI doesn't use them to train its models, and keeps them encrypted for 30 days for abuse checks before deleting them. We don't keep the content of chats. For voice chats, your voice is sent to xAI in real time. We don't record audio or keep transcripts, and the captions stay in your browser only. We keep a short usage log of each session for 30 days to manage costs and stop misuse. It records the time, your IP address, the topic, the number of questions or the call length, and the outcome, but no chat content. If the assistant is refused because you appear to be outside Australia, or your country can’t be found, we log the time, chat or voice, the country code and a shortened IP address (the last part removed), also for 30 days.
• "Pass this to NET2000": if you choose this, a summary of the chat and the contact details you type are emailed to us.
• Location from your IP address (GeoIP): we look up the country of your IP address in a database on our own server, because the AI assistant is only available to users located in Australia. Your IP address isn't sent to anyone else for this.
• Enquiry forms (address check and switch form, Wi-Fi plan builder): the details you enter are emailed to us, and a copy of NBN enquiries is saved on our server for 12 months.
• Speed test: the speed test connects your browser to Cloudflare speed test servers, which see your IP address. Recent results are saved in your own browser only.
• Cookies and browser storage: we use your browser's storage for site features, such as your saved speed test results. We don't use advertising or tracking cookies, tracking scripts or third-party analytics.
• Server logs and website statistics: like most websites, our web servers keep standard access logs of each request: the IP address, date and time, the page or file requested, the referring page and the browser type. We use these logs, and the summaries we make from them, for our own server operations: to diagnose faults and troubleshoot problems, plan capacity, detect and stop abuse and attacks, and understand how our websites are used. Once an hour our own server turns the logs into totals for the NET2000 websites: page views, unique visitors, the most-visited pages, referring websites, countries (looked up on our own server) and device types (mobile, tablet or desktop), with visits by bots filtered out. These totals don’t include IP addresses and are kept for 30 days. For our secure file share we only count page views, sign-ins, uploads and downloads, never file names, links or who sent or received a file.
• AWStats: we also run AWStats, a standard log-analysis tool, on our own servers for the websites we host. It summarises the web server logs into reports of pages viewed, visit counts, approximate location by country, browser and device type, and referring websites, for the same purposes. AWStats keeps summaries rather than the raw log lines, but the summaries can include the IP addresses or host names of visitors.
• Who sees these reports: the logs, totals and AWStats reports stay on our servers, and only authorised NET2000 staff can see them. We don’t use them for advertising or marketing tracking, and we don’t use tracking cookies, tracking scripts or third-party analytics. Nothing from them is sent to anyone else.
• Abuse protection: to stop spam and attacks on our forms and AI assistant, we keep IP addresses on short-term block lists and counters (for example, 24-hour blocks).

Using our AI assistant safely

Our Ask NET2000 assistant is an AI, not a person, and it tells you so. It's only available to users located in Australia; we work out your country from your IP address. It will never ask for or reveal passwords.

Please be mindful of what you share with it:

• Don't enter private or sensitive information in AI chat or voice. This includes passwords, card or bank details, ID numbers (such as a driver licence, Medicare or passport number), health information and anything else private.
• Share only what's needed for your question about our services.
• For personal details, such as your name, address or account details, use our website enquiry form (including the "Pass this to NET2000" form in the assistant), or email support@net2000.com.au, not the chat or voice conversation itself.

Misuse of the assistant isn't allowed. See our Acceptable Use Policy.

How we collect it

Mostly directly from you: when you apply, call, email, use our website or use your service. We also get information from NBN Co (for example, connection details and line tests), from people you authorise to act for you, and from our own systems, such as billing and network records.

You can browse our website and use the AI assistant without telling us who you are. To supply a service, we need to identify you.

Why we use it

• to check your identity and order, connect, supply and support your services;
• to bill you and manage your account, including payment assistance;
• to fix faults and run, protect and improve our network and website;
• to handle enquiries and complaints;
• to tell you about your services and changes to them;
• to meet our legal obligations, including record-keeping and assisting law enforcement agencies.

Marketing: we don't send marketing messages. We only contact you about your services. If that changes, we'll ask for your consent first, and every marketing message will have an easy way to unsubscribe.

Who we share it with

We share personal information only as needed for the purposes above, with:

• NBN Co and our NBN wholesale provider, to order, connect and fix your service;
• Microsoft, for Microsoft 365 email (Exchange Online) mailboxes;
• xAI, for the AI assistant;
• our payment provider and bank, to process payments;
• people you have authorised to act for you;
• the TIO, the ACMA or other regulators, if you make a complaint or they ask;
• law enforcement and national security agencies, when the law requires or allows it;
• our professional advisers, such as accountants and lawyers.

We don't sell personal information or share it for others' marketing.

Overseas disclosure

Some of our service providers store or process information outside Australia:

• xAI (AI assistant): United States.
• Microsoft (Microsoft 365 email (Exchange Online)): Microsoft stores data for Australian customers in Australia, but it may be accessed or processed in other countries where Microsoft operates.
• Cloudflare (speed test): global network, including the United States.

We take reasonable steps to make sure these providers protect your information.

How we keep it safe, and for how long

We keep personal information on secured systems with access limited to staff who need it. Our servers are in Australia. If a data breach is likely to cause you serious harm, we'll tell you and the OAIC, as the Notifiable Data Breaches scheme requires.

• Telecommunications data retention: the law requires us to keep certain information about our services for 2 years. This covers subscriber and account details (kept while you're a customer and for 2 years after), and the source, destination, date, time, duration and type of communications, such as IP address allocations. It doesn't cover the content of communications or your web browsing history. Only authorised agencies can access this data, and only under the law.
• Account and billing records: kept for 7 years for tax and legal reasons.
• Website files, email and backups: deleted 30 days after the service ends.
• AI assistant usage log: 30 days.
• Website access logs: deleted by our servers after 30 days at most. Our hourly website totals (no IP addresses): 30 days.
• Payment assistance documents: only until we've finished assessing your application, then deleted. We keep a record of the outcome and of the arrangement.

When we no longer need information and the law doesn't require us to keep it, we delete it or de-identify it.

Seeing or correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing support@net2000.com.au or calling (03) 9738 0005. It's free. We'll respond within 30 days. If we can't give you access or make a correction, we'll explain why in writing and tell you how to complain.

Questions and complaints

If you have a question or think we've mishandled your personal information, contact us first:

• Email support@net2000.com.au (or sales@net2000.com.au for sales enquiries)
• Phone (03) 9738 0005 (Mon–Fri, 9am–4pm)
• Mail: PO Box 2210, Bayswater VIC 3153

We'll acknowledge your complaint within 2 working days and aim to resolve it within 15 working days. If you're not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au. For privacy complaints about your telecommunications service, you can also contact the Telecommunications Industry Ombudsman (TIO) for free on 1800 062 058 or at tio.com.au.

Changes to this policy

We'll update this policy when our practices change and publish the new version here. If a change significantly affects you, we'll email you.

NET2000 Pty Ltd · ABN 51 073 565 447 · Privacy Policy v1.2 · Effective: 3 November 2026