1. Who we are and what this policy covers
Melbourne TV Digital Antennas (ABN 61 172 629 658) is a sole-trader business (we, us or our). This policy explains how we handle personal information in connection with our enquiries, quotes, installations, repairs, customer support and business administration.
It covers melbournetvdigitalantennas.com.au, our booking portal at bk.melbournetvdigitalantennas.com.au, and dealings with our office and technicians. An integrated booking form on the main website is part of the same service, not a separate permission to use your information.
This policy does not remove rights under laws that apply to us, including applicable Australian privacy, health-records and consumer laws. It is not blanket consent to marketing or other unrelated uses. Other businesses operated by the proprietor are not automatically entitled to use our customer details for their marketing.
2. The information we collect
We collect information reasonably needed for the service or purpose explained to you. Depending on your dealings with us, this can include the following.
Contact and property details. Your name, telephone number, email, service and billing addresses, suburb, postcode, site contact and access instructions.
Booking and job records. Requested service, appointment window, equipment details, fault description, relevant site conditions, quotes, approvals, variations, technician notes, test results, invoices and warranty or complaint correspondence.
Photos and acknowledgements. Relevant job photographs you supply or we take, inspection documents, electronic signatures, acknowledgement text and related date, time and audit records.
Payment and payer records. Invoice amounts, payment status, transaction references, limited payment details supplied by a processor, and bank details where needed for an agreed transfer or refund.
Communications and preferences. Enquiries, emails, SMS, notes of calls, feedback, consent records, marketing preferences and privacy requests.
Website and security information. IP address, browser and device information, pages or actions used, referral/campaign information, timestamps and security or error logs. Optional tracking is explained in section 10.
3. How we collect information and your choices
We usually collect information from you when you contact us, submit a form, make or manage a booking, approve work, pay an invoice or deal with a technician. We may receive relevant details from an authorised family member, property manager, owner, owners corporation, builder, insurer or other person arranging the work. We take reasonable steps to check their authority and tell you about indirect collection where required.
You can make a general enquiry without giving your full identity where practical. We need sufficient contact, address and job information to quote accurately, attend safely and provide the requested service. If you do not provide necessary information, we may be unable to arrange or complete the work; we will explain why. Optional marketing permission is not required to receive service.
Only provide another person’s details if you are authorised to do so, and let them know about this policy. Please avoid sending identity documents, full funding plans, account passwords or unrelated personal information unless we explain a necessary, secure collection process. We may keep written call notes. Any proposed call recording requires a separate notice and any consent required by law.
4. Bookings, private links and unfinished forms
Booking information is used to check the service area, display suitable appointment windows, allocate work, contact you and issue job-related documents. Relevant details are made available to the staff or technician who need them. Service, postcode, availability and job requirements may be used by scheduling rules; contact us if you need help with an online result.
Your confirmation may include a private booking-management link. It may give access to appointment information, uploads or documents. Keep it private and contact us promptly if it is lost or shared unexpectedly. We remain responsible for appropriate access controls and will take reasonable steps to disable or replace a compromised link.
If an unfinished-booking callback feature is offered, we explain what details will be saved before collecting them for that purpose and ask you to request or permit the callback. A callback request is not newsletter consent. We do not treat typing into an unsubmitted form as permission for promotional follow-up. Necessary technical and security logs may still be generated when you use the site.
5. Why we use information, including payments
We use relevant information to answer enquiries, assess and quote work, schedule visits, provide and test services, take payment, issue invoices, provide support, manage warranties and complaints, maintain necessary business records, protect our systems and resolve disputes. We may also use appropriately de-identified information to understand service demand and improve our operations.
Job-related email or SMS may include confirmations, arrival updates, requested quotes, invoices and service follow-up. These are separate from promotional subscriptions. We do not use a general booking or completion acknowledgement as agreement to unrelated marketing.
No payment is currently taken by the online booking form. When you pay later using a payment service or terminal, that provider processes the payment credentials through its payment facility. We keep the transaction information needed for invoices, reconciliation, refunds and disputes. Do not send card numbers, security codes or PINs in job notes, ordinary email or SMS. If payment collection changes, we will explain the relevant handling before collecting payment information.
6. Job photos, signatures and CCTV access
We explain job photography used to record relevant existing conditions, installation details, faults, testing, completed work or a report you request. We limit the images to the job and avoid unnecessary images of people, personal documents, screens, security codes and other private belongings. Please do the same with uploads. Relevant records may be needed for support, warranty or a genuine dispute.
An electronic signature and its associated records may document approval, a variation or completion. They are used for that purpose and not as general advertising permission. Public use of identifiable customer, property or job images requires separate, specific permission. Refusing promotional photo use does not affect service or warranty rights. You may withdraw permission for future promotional use by contacting us; we will explain any practical limits for material already distributed.
For CCTV, networking and connected-device work, access to settings, live images or recordings is limited to the agreed installation, testing or authorised support task. We do not retain ongoing remote access unless separately agreed and disclosed. Avoid putting passwords or private footage in ordinary forms. Any necessary temporary credentials, footage copies or remote-support access must be handled securely and removed or ended when no longer needed, subject to lawful record requirements.
7. Sensitive information and accessibility needs
We do not need a full medical history, diagnosis or funding plan to install an antenna or mount a TV. You may tell us limited accessibility or communication requirements so we can arrange a suitable visit. Where health, disability or other sensitive information is genuinely needed, we explain the purpose, seek consent where required and limit access to people who need it.
For a nominee, support coordinator, plan manager or other representative, we confirm authority before sharing relevant information. A reference to NDIS or aged-care services is not permission to circulate health information. Applicable Victorian health-information obligations may apply to these records. We do not request information directly from children for marketing.
8. Who we share information with
We share only information appropriate to the purpose, subject to applicable law. Recipients may include authorised technicians and subcontractors; providers of hosting, booking software, email, SMS, payments, accounting, IT support or storage; professional advisers and insurers; and an authorised person involved in arranging or paying for your job.
Where necessary and lawful, relevant records may be disclosed to a regulator, court, law-enforcement body or a service assisting with a genuine dispute or recovery of a debt. We do not disclose a whole customer file where a smaller amount will do. We check authority before discussing a job with another person.
We do not sell or rent customer information. We require appropriate confidentiality and security arrangements from providers handling information for us. Some providers also handle information under their own policies and legal obligations. Using a provider or linking to its policy does not remove our responsibilities for our own handling of your information.
9. Overseas handling and service providers
Some hosting, communications, payment, support or analytics services may involve storage or access outside Australia. The provider, its subcontractors and account configuration can affect where information is handled. We assess relevant arrangements and take steps required by applicable law before overseas disclosure.
Where overseas recipients are likely, we identify the countries where it is practicable to do so. We do not treat use of our website as agreement to waive protections for overseas handling. Contact us with questions about the providers involved in your service.
Our current website and booking services use Bluehost/Newfold for hosting, Cloudflare for website delivery and security, Resend for email delivery, Twilio for SMS delivery, Google for address suggestions and website and advertising measurement, TikTok for embedded videos, and OpenStreetMap for street-map tiles. The information each receives depends on the feature you use; we do not send the complete booking record to every provider.
Known overseas locations identified by these providers include the United States for Resend email processing and our default Twilio SMS API. Bluehost/Newfold's privacy notice identifies processing in the United States and possible access by staff or suppliers in India and the Philippines. These statements describe the providers' processing arrangements and do not mean that every record is held in each country.
TikTok's privacy policy for other regions identifies possible storage in Singapore, Malaysia, Ireland and the United States. Cloudflare identifies primary storage in the United States and the European Economic Area, with international access for its operations. Google operates servers in multiple countries, and OpenStreetMap street tiles use a global network of cache servers. The server used can vary with the service and request; these providers do not give us a fixed country for each visitor's request.
The providers' current privacy information is linked below. Please contact our Privacy Contact if you would like more information about the providers and overseas handling relevant to your enquiry or booking. We update this information when our service arrangements change.
10. Cookies, analytics and advertising
We use a first-party session cookie across our main website and booking portal to help identify which marketing source led to an enquiry or booking. It records the first and latest non-direct source in the session, using limited source, medium, campaign and numeric campaign identifiers, a clean public landing-page path, referring hostname and timestamp. It does not store raw advertising click identifiers or create a unique visitor identifier. The cookie lasts for the browser session and has a maximum usable age of 24 hours. When you confirm a booking or we accept a contact enquiry, this limited source information may be kept with that record for our internal reporting. Supported Global Privacy Control and Do Not Track signals suppress this collection and clear its cookie; you can also block or clear it using your browser. Booking remains available when source information cannot be collected. Untagged Google visits may not distinguish ordinary search from a business-listing visit.
We use Google reCAPTCHA to help prevent automated abuse of our contact form and email-address reveal. When you start an enquiry or ask to view our email, Google may receive technical information such as your IP address, browser and device information, and interactions used for security verification. Google handles that information under its Privacy Policy and Terms of Service. Verification is required before an enquiry is sent or our email address is revealed.
Essential technologies may support a booking session, security, fraud prevention and preferences. Optional analytics and advertising technologies, where enabled and lawfully used, may measure site usage, ad performance or visits following an advertisement. They can involve cookies, browser storage, pixels or similar identifiers and may send technical or interaction data to a provider.
The tools actually enabled, their purposes and available choices must be explained when relevant. We do not treat continued browsing as blanket permission for every tracking purpose. Where consent is required, the relevant tools must not operate before that consent. Refusing optional marketing tracking should not prevent an ordinary phone or online booking.
You can manage cookies through your browser; disabling essential ones may affect features. Contact us about tracking preferences or information collected. Removing a cookie does not necessarily delete information already held by a provider. Private booking links, passwords, signatures, payment credentials, health details and job-photo contents should not be sent to advertising or analytics tools.
The updated main website uses Google Tag Manager to load Google Analytics 4 and Google Ads measurement. These tools help us understand website use, advertising referrals, call-button taps, booking-button taps, progress through the booking form and confirmed bookings. A call-button tap does not establish that a call connected. Google may receive technical information and use cookies or similar identifiers under its own privacy information.
Our custom booking and click events use limited categories such as service type, page type and booking stage. They do not include your name, telephone number, email address, street address, postcode, booking reference, private booking link, job notes, photographs, signatures or payment information. The custom event page address is the public canonical page without query strings or fragments, and its referring-page field is limited to the referring site's origin.
Our custom main-site measurement checks supported Global Privacy Control and Do Not Track signals before loading its Google Tag Manager container and sending its events. This is not a switch for essential booking or security processing, third-party maps and video players, or a separate service you open. There is currently no website-wide cookie-settings panel.
You can manage or block cookies through your browser, use Google's Analytics opt-out browser add-on where supported, and manage Google's personalised advertising through My Ad Center. These controls have different scopes: advertising preferences do not remove all ads, and a cookie or advertising choice does not delete information already held by a provider. If a browser restriction prevents online booking, please call us for help.
Google Places receives the address text you type into address search and the selected place details so we can suggest your service address and fill the suburb and postcode. You can choose Enter address manually instead. Street maps request tiles from OpenStreetMap when the map becomes visible; that provider can receive your IP address, browser details and tile requests.
TikTok video sections can load muted previews automatically when visible. TikTok can receive technical and viewing information when its player loads, and may use cookies or other identifiers. Pause videos stops automatic previews and rotation; an open video can be closed using its player close control. Pausing does not undo information already sent, and a video you choose to open remains subject to TikTok's settings and privacy policy. You can also use browser controls to restrict third-party content.
11. Marketing, reviews and separate permissions
Our policy is to send promotional email or SMS only where you have separately opted in. We keep a record of that permission and identify the sender. You can unsubscribe using the method in the message or by contacting us. We action electronic-marketing unsubscribe requests within five working days, without a fee or requiring you to create an account.
A booking, payment, signature, review or five-star rating does not automatically subscribe you. Service messages are kept separate from advertising. Where a feedback or review invitation is a commercial message, the applicable consent and unsubscribe rules also apply.
We do not turn private feedback into a public testimonial without appropriate permission. Public reviews on an external platform are subject to that platform’s arrangements; any reproduction by us must have a lawful basis, accurate attribution and appropriate permissions. Ask us about removing or correcting a testimonial on a channel we control. Withdrawal of marketing consent does not prevent necessary job, payment or complaint communications.
12. How we protect information and respond to incidents
We take reasonable technical and organisational steps to protect information against misuse, interference, loss and unauthorised access, change or disclosure. Safeguards are selected for the information and risks and include controlled staff and contractor access, protected accounts and devices, secure transmission, updates, suitable backups and confidentiality instructions.
No system is completely risk-free. This does not exclude duties we owe you. If we suspect a data incident, we act to contain it, assess the risk and reduce harm. Where notification is required, including under the Notifiable Data Breaches scheme if it applies to us, we notify affected people and the appropriate regulator as required. Please report suspected misuse or an exposed booking link promptly.
13. How long we keep information
We keep information only for as long as reasonably needed for the explained purpose and any applicable record-keeping obligation. Different records have different needs: active bookings and support, tax and payment records, warranties, consent or unsubscribe evidence, insurance matters and genuine legal claims may require different periods.
We review inactive enquiries, unfinished-booking details, job media, access permissions and logs rather than retaining everything indefinitely. When information is no longer needed and retention is not required by law, we take reasonable steps to destroy or de-identify it. This includes copies under our control with service providers and in backups. Where immediate removal from a protected backup is not practicable, we restrict use and arrange removal under an appropriate documented process.
You can ask about retention or request deletion. A request does not necessarily require us to erase an invoice, signed approval, complaint record or other information we must or may lawfully retain. We explain the relevant reason rather than promise automatic deletion of every record.
14. Access, correction and privacy choices
Contact us to request access to your information, correction of an error, withdrawal of optional permission or consideration of deletion. Identify what you need without including unnecessary sensitive information. We may take reasonable steps to verify identity or authority, proportionate to the request.
We aim to respond within a reasonable period, generally within 30 days, and comply with any different period required by applicable law. If more time is needed, we explain why and give an update. There is no fee to make a request or to correct information. Any charge permitted for providing access must be reasonable and explained in advance.
Access or deletion may be limited where law permits or requires, including to protect another person’s information or retain a necessary record. If we refuse all or part of a request, we give reasons where permitted and explain complaint options. Where appropriate, we can record your statement disputing information that remains in the file.
15. Scheduling tools, automation and AI
Our booking process may use service, postcode, appointment and technician-schedule information to show options and allocate visits. You can call us if an automated result does not meet your needs. An unavailable online slot is not a refusal to discuss your request.
This policy is not blanket permission to upload customer information to public AI services or use it to train AI models. Before introducing an AI tool or a computer-assisted decision that materially changes how personal information is handled, we assess the use, provider access, security, retention and any required notice or consent. Where a legally required automated-decision disclosure applies, it must explain the information used and the kinds of decisions involved.
16. External links and connected services
Links, maps, review platforms, social media and equipment-provider applications may lead to services operated by others. Review their privacy information before giving them personal details. We do not control all independent providers’ practices, but remain responsible for the choices and disclosures for which the law makes us responsible.
If an external service is loaded within one of our pages rather than opened by a link, its data handling must be considered and explained as part of that page. A provider logo or privacy link is not a substitute for an accurate collection notice.
17. Privacy requests and complaints
Contact the Privacy Contact at Melbourne TV Digital Antennas. Email with the subject “Privacy request” or “Privacy complaint”, or call 0482 017 444. Tell us the issue, relevant dates and outcome you seek. We can help you raise the matter if writing is difficult.
We acknowledge complaints, investigate the relevant records and aim to give a substantive response within 30 days. If delayed, we explain the reason and expected next step. Making a complaint will not remove your consumer rights.
If you are not satisfied, or we have not responded within a reasonable period, you may contact the Office of the Australian Information Commissioner (OAIC) where the matter is within its jurisdiction. OAIC generally asks you to give the business 30 days to respond first. Victorian health-information complaints may be raised with the Health Complaints Commissioner; marketing-message complaints may be raised with ACMA. Other rights to complain or seek a remedy remain available.
Privacy contact: Privacy Contact — Melbourne TV Digital Antennas
Email:
Telephone: 0482 017 444
ABN: 61 172 629 658
External complaint information: OAIC privacy complaints · Victorian Health Complaints Commissioner · ACMA spam complaints
18. Updates to this policy
We may update this policy when our practices or legal obligations change. We show the effective date and make the current version available on the main website and booking portal. Important changes may also require a direct notice or fresh permission before a new use begins.
A revised policy does not retrospectively authorise an unrelated use of information already collected. Contact us for a copy in an accessible format or information about an earlier version.