Privacy Policy

Depending on how you interact with us, we may collect:

• Contact details: name, business name, ABN/ACN, email address, phone number, and postal address.
• Billing information: bank account, card, or direct debit details you provide to pay for our Services, which are processed through the payment providers and merchant facilities we use.
• Account and support information: details relating to your IT systems, support tickets, passwords or credentials provided for service purposes, and communications with our technicians.
• Phone calls and messages: calls to and from Tech Seek may be recorded for quality control and training, and our call recordings may be transcribed and summarised using AI services to help us prioritise and review support requests. Calls answered by our AI receptionist are covered in section 7.
• Website usage information: pages visited, time on site, referral source, device and browser type, and approximate location, collected through Google Analytics (GA4), Google Search Console, and similar tools.
• Marketing preferences: information you provide when subscribing to updates, requesting a quote, or completing our Cyber Security Scorecard or similar tools on our website.
• Credit-related information: where relevant to assessing creditworthiness or recovering overdue payment, in accordance with our Terms and Conditions.

We collect personal information directly from you when you contact us (including by phone), request a quote, sign a Membership Agreement, or use our website. We also collect information automatically through cookies and analytics tools when you browse our website, and, where necessary to deliver Services, from your own IT systems and third-party platforms you authorise us to access.

We use personal information to:

• provide, bill for, and support the Services under a Membership Agreement or other engagement;
• respond to enquiries and support requests, and provide quotes;
• operate, maintain, and improve our website;
• send marketing and promotional communications about Tech Seek’s Services, where you have not opted out;
• assess creditworthiness and recover overdue payments; and
• comply with our legal obligations.

Our website uses cookies and similar technologies, including Google Analytics (GA4) and Google Ads, to understand how visitors use our site and to measure the effectiveness of our marketing. You can disable cookies through your browser settings, though some parts of our website may not function as intended if you do so.

The information these tools collect includes your IP address, device and browser type, the pages you view, the links and buttons you click, how far you scroll, and how you arrived at our site, including the referring website, the search or marketing source, any campaign parameters (such as UTM tags) in the web address you clicked, and advertising click identifiers (such as a Google Ads click ID). This information is used to measure and improve our website and marketing. Apart from the conversion measurement described below, it is generally handled in a pseudonymous or aggregated form, and IP addresses are anonymised where supported.

If you submit an enquiry or booking through our website, we may record how you arrived at our site (for example the source, marketing campaign, referring website, and landing page) together with your enquiry, so that we understand which marketing produced it. This arrival information is business context only and does not include any additional sensitive information about you.

Measuring which advertising produced an enquiry (enhanced conversions). When you submit an enquiry form on our website, your email address and phone number are converted by Google’s tag, inside your own browser, into a scrambled code (a cryptographic hash) which is sent to Google Ads alongside the record of your enquiry. Your actual email address and phone number are not sent to Google by this process. Google compares that code against its own records to confirm whether an advertisement led to your enquiry, and reports the result to us only as totals. We use this solely to understand which advertising works. It does not change how we contact you, and we do not use it to build a profile of you.

If you would prefer this not to happen, you can contact us by telephone instead of using the website form, or use your browser’s privacy controls to block advertising cookies and scripts. You can also review and adjust how Google personalises advertising to you through your Google Account’s advertising settings.

You can opt out of analytics tracking by disabling cookies in your browser, using your browser’s privacy controls, or installing the Google Analytics Opt-out Browser Add-on. Google’s handling of this data is governed by Google’s own Privacy Policy.

We may disclose personal information to:

• our staff, to the extent necessary to deliver the Services;
• payment providers and merchant facility providers we use to process payments, such as direct debit and card payment services, which handle your payment details under their own privacy and security obligations;
• IT platforms and service providers we use to deliver and manage the Services, such as our ticketing, call-answering and AI transcription systems, remote monitoring and management tools, security and backup services, electronic signing services, and Microsoft 365 management tools;
• credit reporting agencies and other credit providers, where relevant to assessing creditworthiness or recovering overdue payment, in accordance with the Privacy Act;
• professional advisers (such as our accountant or lawyer), where reasonably necessary; and
• any other party where required or authorised by law.

We do not sell personal information to third parties.

Some of the platforms and service providers we use, including Google Analytics, Google Ads, Microsoft 365, and our ticketing, call-answering, monitoring, security, backup, electronic signing and payment providers, may store or process personal information on servers located outside Australia, including in the United States. Our own call recordings are stored in Australia; however, the AI services we use to transcribe and summarise calls process recordings and transcripts outside Australia. Calls answered by our AI receptionist are handled as described in section 7. Where this occurs, we take reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with the Australian Privacy Principles, to the extent required by law.

When you call Tech Seek, your call may be answered by an AI receptionist provided by Johnni AI. You will be told at the start of the call that it is recorded. The AI receptionist collects the details you give, such as your name, business name, phone number and the IT issue you need help with, and passes them to our team and ticketing system so we can prioritise and respond to your request.

These calls are recorded and transcribed by Johnni AI. Transcripts are stored on servers in Sydney, Australia, and recordings are stored with Cloudflare. To handle the call, your voice and information are processed by technology providers located overseas, including in the United States, which provide phone, speech recognition, AI language processing and voice services on our behalf.

The AI receptionist also keeps brief notes from earlier calls, such as your name and previous support requests, so it can recognise you when you call again.

Johnni AI automatically deletes its call recordings and transcripts 60 days after the call. We receive a copy of the transcript, which is kept with the related support ticket in our records for as long as we need it to deliver the Services.

You can ask for a copy of a recording or transcript, or ask us to delete it sooner, by contacting us using the details in section 13.

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure, including through access controls, encryption where appropriate, and secure handling of credentials provided to us for support purposes. No method of storage or transmission is completely secure, and we cannot guarantee absolute security.

We keep personal information only for as long as we need it to deliver the Services or to meet our legal obligations, after which we take reasonable steps to destroy or de-identify it. Our own call recordings and transcripts are kept only as long as needed for quality control and training, and then deleted. When a client stops using our Services, we hand over their passwords, administrator credentials and documentation, and remove our own access to their systems. We keep a secure, encrypted copy of their credentials for 90 days to help with any issues during the transition, and then delete it. We recommend clients change their passwords once the handover is complete.

You may request access to, or correction of, the personal information we hold about you by contacting us using the details below. We will respond within a reasonable time and may need to verify your identity before providing access.

If you no longer wish to receive marketing communications from Tech Seek, you can opt out at any time by using the unsubscribe link in our emails or by contacting us directly. Opting out of marketing does not affect communications necessary for the delivery of Services you have engaged us for.

If you have a concern about how we have handled your personal information, please contact us using the details below. We will investigate and respond to your complaint within a reasonable time. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

We may update this Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website, with the date of the most recent update shown above.

For any questions about this Policy or your personal information, please contact:

Tech Seek Pty Ltd as trustee for the Strati Trust

Phone: 1300 711 841

Post: PO Box 858, Moonee Ponds VIC 3039

Online: techseek.com.au/contact-us