Privacy Policy

1. Who we are

Shift Mobile and Internet Pty Ltd ("Shift", "we", "us") supplies mobile and nbn® services in Australia. This policy explains how we handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, plus the telecommunications-specific rules that apply to carriage service providers.

2. What we collect

• Identity and contact details — name, date of birth, email, phone number, residential, billing and delivery addresses, and identity verification information.
• Account and billing information — plans and services held, payment history, and (through our payment provider) payment method details. Full card numbers are never stored on our servers.
• Service and technical information — numbers called or messaged, session and usage metadata, SIM and device identifiers, and network diagnostic data.
• Support history — notes and records of your interactions with our team, and complaint records.
• Porting details — when you transfer a number, the details of your previous provider and account needed to complete the port.

3. How we collect it

Mostly directly from you — when you order, use your customer portal, or contact support. We also receive information from our wholesale network partner (service and usage data), delivery partners (shipping status), credit reporting bodies where a credit assessment applies, and your previous provider when porting a number.

4. Why we collect and use it

• To supply, bill for, and support your services.
• To verify your identity, including before high-risk account changes, as required by ACMA rules.
• To meet legal obligations, including providing information to the Integrated Public Number Database (IPND) and complying with lawful requests from law-enforcement and emergency agencies.
• To detect and prevent fraud, including unauthorised porting.
• To tell you about offers and improvements, which you can opt out of at any time.

5. Who we share it with

• Our wholesale network partner, to provision and operate your services.
• Delivery and logistics partners, to ship SIMs and hardware.
• Payment processors and, where relevant, credit reporting bodies.
• The IPND operator, as required by law (you can ask for an unlisted entry).
• Government and law-enforcement agencies where the law requires or authorises it.

We do not sell personal information.

6. Overseas disclosure

Some of our support and technology providers may store or access data outside Australia. Where that happens we take reasonable steps to ensure your information is protected consistently with Australian privacy law. A current list of countries is available on request.

7. Storage and security

We store personal information in access-controlled systems, encrypt passwords, restrict staff access to what their role requires, and log account changes. No system is perfectly secure; if a data breach is likely to result in serious harm we will notify you and the OAIC in line with the Notifiable Data Breaches scheme.

8. Access and correction

You can see and update most of your details in your customer portal. You can also ask us for a copy of the personal information we hold about you, or ask us to correct it, by contacting [email protected]. We respond within 30 days and will explain any refusal in writing.

9. Complaints

Privacy concerns can be raised with us at [email protected] or through our Complaints Handling Policy. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992).

10. Changes to this policy

We update this policy from time to time; the "last updated" date above tells you the current version. Material changes will be notified to account holders.