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APERS Privacy Policy

APERS respects your privacy. This Privacy Policy explains how we collect, hold, use and disclose personal information, and how you can access and correct your information or make a complaint.

1) Who we are and how to contact us

APERS
Phone: 1300 852 148
Email: pr*****@*******om.au

Privacy Officer: You can contact our Privacy Officer using the details above.

2) What personal information we collect

The types of personal information we may collect include:

  • name, address, email, phone number
  • date of birth (where needed for service setup)
  • emergency contact details (including names and phone numbers)
  • information about your APERS device and service plan (such as device ID/serial number, activation status, usage events, and service history)
  • billing and transaction details (excluding full card details if handled by a payment provider)
  • information you provide in enquiries or support requests.

Sensitive information: We may collect sensitive information (for example health information) if it is needed to provide monitoring services, follow your instructions, or respond appropriately in an emergency. Where required, we will only collect and use sensitive information with your consent or as otherwise permitted by law.

Government related identifiers: We do not generally need government identifiers (such as Medicare numbers) to provide our services. If we request them for a specific purpose (for example identity verification or funding requirements), we will explain why at the time and we will not use a government related identifier as our own internal identifier.

3) How we collect personal information

We may collect personal information:

  • directly from you (for example when you complete a form, call us, email us, sign up, or request support)
  • from your authorised representative (for example a family member, carer, support coordinator, or organisation assisting with setup)
  • from third parties you authorise (for example installers, delivery partners, or service providers)
  • from your device or related systems (for example alarm events and system status messages).

4) Why we collect, hold, use and disclose personal information

We collect, hold, use and disclose personal information to:

  • respond to enquiries and provide customer support
  • provide and manage monitoring services, including contacting you and your nominated contacts
  • manage accounts, billing, delivery, repairs, replacements, and rentals
  • improve our services, training, and quality assurance
  • meet legal and regulatory obligations
  • send service communications and, where permitted, marketing communications.

5) Who we disclose personal information to

We may disclose personal information to:

  • your nominated emergency contacts and authorised representatives
  • emergency services and responders when action is required
  • service providers who help us operate (for example IT, hosting, communications, CRM, payment processing, delivery and repair partners)
  • professional advisers (for example legal and accounting) where necessary
  • government bodies or regulators where required by law.

We do not sell personal information.

6) Overseas disclosure

Some of our service providers (for example cloud hosting, email delivery, analytics, or support platforms) may store or process personal information outside Australia.

If we are likely to disclose personal information overseas, we will take reasonable steps to ensure appropriate safeguards are in place and, where practicable, we will identify the countries in which recipients are likely to be located (for example in our Privacy Policy updates or on relevant sign-up pages).

7) Cookies and analytics

We use cookies and similar technologies to help the website function, measure traffic, and improve user experience. Cookies may collect information such as your IP address, browser type, pages visited, and time spent on pages.

You can control cookies through your browser settings. Disabling cookies may affect website functionality.

8) Direct marketing

We may send marketing communications if you have opted in, or where otherwise permitted by law. You can opt out at any time using the unsubscribe option in the message or by contacting us. We action unsubscribe requests in line with Australian spam rules.

9) Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. We hold information in electronic and, where necessary, paper form.

When personal information is no longer needed for any purpose for which it may be used or disclosed (and we are not required by law to retain it), we will take reasonable steps to destroy or de-identify it.

10) Access and correction

You may request access to personal information we hold about you, and request corrections if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading. Contact our Privacy Officer using the details above. We will respond within a reasonable time.

11) Complaints

If you believe we have breached the Australian Privacy Principles, you can complain to our Privacy Officer. Please include your name, contact details, and details of your complaint.

We will acknowledge your complaint and aim to resolve it within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner

12) Data breaches

If we experience a suspected or actual data breach, we will assess it and notify individuals and the OAIC where required under the Notifiable Data Breaches scheme.

13) Updates to this policy

We may update this Privacy Policy from time to time by publishing the updated version on our website.