Last updated: [11/10/2022]
Privacy Policy (Credit Reporting Policy)
This policy applies to Instal-Life Group (“Instal-Life”, “we”, “our”, “us”) and to the information collected about any individual by Instal-Life.
We understand that you care about your personal information and how it is used. We value your trust in sharing your personal information with us and are committed to protecting your privacy, as further described in this Privacy Policy.
We may update this policy from time to time and any updates to this policy become effective when published on our website.
This policy explains ways in which we might collect, store, use and share information about you in the course of conducting the business of Instal-Life, which includes operating the Conditional Access Scheme for the VAST satellite TV services.
By interacting with Instal-Life, you agree that we can use information about you in accordance with this policy.
The type of information we collect about you
This Privacy Policy applies to information we collect directly from you or automatically via your behaviour/interaction with us, when you apply for or use our Services or interact with us offline or online (including through social media), as well as information we collect from other sources.
The information we collect and hold includes:
Information about you
- The types of personal information we collect from you may depend upon the circumstances of your dealings with us:
- Identifiers such as your name, contact details, or documents that verify your identity such as your driver’s license
- Financial information.
- We may also need to collect personal information about other individuals from you (such as family members linked to your account). We rely on you to get their consent before you provide us with this personal information.
How we collect your information
Directly from you
When you:
- Interact with us over the phone, in writing, in person or online (including via our websites or social media).
- Attend our events or go to our office.
Automatically through your use of our network, products or services
- When you interact with our websites, mobile sites, electronic communications and other online products and services, we or our service providers may use cookies and other similar technologies to collect information about you.
From other sources
- People with permission from you to give us your information (such as family members).
- Credit reporting bodies such as Equifax and Illion.
- Service providers that work with Instal-Life like companies that help us provide products and services to you, or identity and fraud checking services, or analytics and advertising-related services (including ad-serving/targeting platforms).
How we use your information
Administration and business operations
- Providing our products or services (and those of our business partners), communicating with you, managing your account and billing, and delivering customer or technical support.
- To process applications for access to the VAST satellite TV service
- To manage the database of approved users of the VAST satellite TV service
- To detect and prevent fraudulent and unlawful access to the VAST satellite TV service
- To engage with contractors and suppliers and customers for the delivery of services and to make and receive payments for the delivery of services
- To investigate and properly respond to service complaints and concerns from users of the VAST satellite TV service and of terrestrial TV services provided by Instal-Life
- To manage all aspects of the conditional access scheme operated by Instal-Life under the Broadcasting Services Act We use your personal information collected for these purposes only in a manner appropriate for the purpose for which it was collected.
- Developing, operating and improving our network, product, service, apps, content offerings and business processes.
- Security and verification purposes.
- Debt recovery purposes, such as assigning a debt you owe us.
- Delivery, provision, installation or repair of your device, accessories or service, and maintenance of our products, systems and networks.
Marketing
- Communicating with you to market products and services we think might interest you (including those from our selected partners).
- Developing products and services that may be of interest to you.
- Communicating with you when you have previously expressed an interest in our products or services
- Conducting competitions or trade promotions, including with connected ministries
Analytics & Insights
- Deriving insights about you and who you interact with to identify market segments, market products and services, or carry out market research.
- Assessing the effectiveness of our marketing campaigns to optimise our marketing spend and to personalise our products, services, and marketing messages.
- Analysing audience ratings information and anonymous viewing and/or browsing data to understand how you and others engage with our products and services (including our content services).
- Supplementing, matching and analysing information about you with information from third party sources (e.g. from Facebook or Google) to learn more about your preferences and interests and to create aggregated market segments.
- We may de-identify information about you to use and share with our connected ministries. This information may be combined with other demographic information or anonymous identifiers, to develop aggregated insights to improve our products, services and offers to our customers.
Relevant advertising
- Delivering targeted advertising or other content which might interest you via websites, apps, online services and content services including through the use of third-party service providers such as ad-serving/targeting platforms.
Compliance
- Using your information as otherwise required or permitted by law.
When we share your information
We share your information with our business partners and selected third parties for the purposes outlined above, including:
- Our service providers (including our contact and service centres).
- To give effect to the purpose for which the information was collected.
- To properly respond to complaint investigations undertaken by the Australian Communications and Media Authority (“ACMA”) or other like body;
- To enable effective research and analysis as to the geographic and demographic nature of the population of users of the VAST satellite TV service;
- To properly manage and control the business of Instal-Life and its related bodies corporate (for example, to enable the use of contract service providers by Instal-Life);
- Our analytics and advertising-related organisations. This includes providers of ad-serving/targeting platforms and third-party proprietary measurement software.
- Our debt recovery agents and credit reporting bodies.
- By law. We also provide information to third parties where we are permitted to do so under the National Privacy Principles (for example, with your agreement). For further information about the National Privacy Principles, go to www.privacy.gov.au.
When we share your information, we put measures in place to ensure your information is kept confidential, used securely and only used for the purposes outlined above. We will not otherwise sell or share information that directly identifies you with any third-party for commercial purposes, unless you give us your express consent.
How we secure & protect your information
We take the protection and security of your information seriously. We’ll continue to review and improve our security measures to ensure your information remains protected.
Some of the measures we currently take include:
- Providing information about you to confirm your identity when you contact us
- Following the Payment Card Industry Data Security Standard (PCI DSS) when handling credit card data.
- Using firewalls, virus scanning and access logging tools and encrypting data to protect against unauthorised access to your data and our network.
- Using secure work (and sometimes closed) environments and workflow systems to prevent unauthorised access and copying of your personal information.
- Managing access privileges to ensure that only those who really need it can see your personal information.
- Ongoing training and security reviews.
- We will hold personal information about you for as long as is required to continue to fulfil the purpose for which it was collected.
- Personal information about you is held in secure storage systems, with access limited only to those reasonably required to access your information to give effect to the purpose for which the information was collected.
How to access, correct and delete your personal information
You can contact us if you wish to request access to, or update your personal information (including any credit information) we hold about you.
If you ask us to provide access to other personal information, we’ll usually give you access once we have verified your identity. We’ll acknowledge your request within 7 days, and provided that you tell us specifically what you wish to access, we’ll usually be able to provide it to you within 30 days of receipt of your request.
In some cases, you may be able to request a deletion of your personal information held by Instal-Life. To request a deletion, you may use the contact details provided above. However, it is worth noting that your personal information cannot always be deleted, particularly if we are legally obliged to hold it.
How to contact us
If you have a question regarding this policy, a complaint about how we handle your information, you can contact us by:
- calling 1300 543 388
- sending a letter addressed to: Instal-Life, PO BOX 2157, Bayswater, VIC 3153.
- email us at
