DEFENSOR SECURITY SYSTEMS – PRIVACY POLICY

Effective Date: 1 March 2025

1. Introduction

Defensor Security Systems & CCTV (ABN 83 651 795 890, Security Advisor & Installer Licence #4834434, ASIAL #42489) (“Defensor,” “we,” “us,” or “our”) is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, disclose, store, and manage your personal information, including data generated by security systems we install, in accordance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth) and other applicable privacy laws in Australia.

By using our website (Defensor.com.au) or our services, you consent to the practices described in this Privacy Policy.

2. What Personal Information Do We Collect?

We may collect various types of personal information, depending on your interaction with us. This may include:

Contact Information: Name, address (residential or business), email address, phone number(s).
Identification Information: Date of birth, driver’s licence details, ABN (for business clients), or other unique identifiers if required for identity verification or licensing purposes.
Property Information: Details about your home or business premises relevant to the security assessment, installation, or service, such as property layout, existing infrastructure, access details, and specific security needs.
Payment Information: Bank account details or credit/debit card information for processing payments. (Note: We do not store full credit card details on our servers; these are processed securely by third-party payment gateways).
Service-Related Information: Details of services requested, quotes provided, installations performed, service history, maintenance records, and support interactions.
System Access Credentials: Passwords, access codes, remote access details for installed security systems. (We will take reasonable steps to secure these and advise clients on best practices for managing them).
Security Footage/Data: While primary responsibility for footage/data rests with the client, we may temporarily access or obtain security footage or system logs in specific circumstances, such as:
- During installation, configuration, or testing of a system.
- For troubleshooting, diagnosis, or repair of a system, with the client’s explicit consent and usually under client supervision or with specific access permissions granted for that purpose.
- For the purpose of performing a requested service, such as investigating a specific system fault or reviewing system performance.
- To verify a warranty claim related to the installed system.
- If a separate managed service agreement is in place that explicitly includes Defensor’s remote monitoring or data management responsibilities.
- Any footage accessed will be limited to what is strictly necessary for the purpose and handled with strict confidentiality.
Website Usage Data: Information about how you use our website, including IP address, browser type, operating system, pages viewed, time spent on pages, and referring website addresses. This data is typically collected through cookies and analytics tools (see Section 6).
Correspondence: Records of your communications with us, including emails, phone calls, and messages.
Images/Video (limited): Images or video recordings of installed systems for quality assurance or marketing purposes, as outlined in our Terms of Service. This typically excludes images of occupants or personal identifiers.
Other Information: Any other information you voluntarily provide to us in connection with our services or inquiries.

3. How Do We Collect Personal Information?

We collect personal information in several ways:

Directly from You:
- When you fill out forms on our website (e.g., contact forms, quote requests).
- When you contact us by phone, email, or in person.
- During security consultations, site assessments, and installations.
- When you accept a quote or enter into a service agreement with us.
- When you provide feedback or make a warranty claim.
- When you grant us access to your security system for support, troubleshooting, or agreed-upon services.
From Third Parties:
- From publicly available sources (e.g., business directories, public registers).
- From real estate agents, builders, or other third parties involved in a project where you are a client, with your consent.
- From subcontractors who assist us in providing services, where necessary for service delivery.
Automatically:
- Through our website using cookies, web beacons, and similar technologies (see Section 6).
- Via our server logs which record visitor data.
- Through diagnostic logs or system performance data from installed security systems, if this functionality is enabled and agreed upon for maintenance or support.

4. Why Do We Collect, Use, and Disclose Personal Information?

We collect, use, and disclose your personal information primarily for the following purposes:

To Provide Services: To understand your security needs, prepare and provide accurate quotes, schedule and perform installations, provide maintenance, support, and ongoing services (where applicable). This includes accessing security system data or footage as required for the provision of these specific services (e.g., fault diagnosis, system configuration).
To Communicate: To respond to your inquiries, provide updates about your service appointments, send invoices, and communicate important information related to your installed systems.
To Process Payments: To process transactions for Goods and Services.
For Account Management: To manage your client account and maintain accurate records of our dealings with you.
For Marketing: If you have opted-in, to send you promotional material, newsletters, or information about our services, special offers, or security updates that may be of interest to you. You can opt-out at any time.
For Website Improvement: To analyse website usage, improve the functionality and content of our website, and enhance the user experience.
For Internal Operations: For internal administrative purposes, business analysis, reporting, and improving our service delivery processes.
For Legal and Compliance Reasons: To comply with our legal obligations, including licensing requirements (e.g., Security Advisor & Installer Licence #4834434) and record-keeping, and to resolve disputes or enforce our Terms of Service. This includes responding to lawful requests from law enforcement agencies for access to information, including security footage, if legally compelled to do so.
For Quality Assurance & Marketing: To photograph or record installed systems (excluding personal identifiers) for quality assurance or marketing purposes, as outlined in our Terms of Service.

Disclosure to Third Parties:

We may disclose your personal information to third parties in the following circumstances:

Subcontractors: To licensed subcontractors who assist us in delivering our Services (e.g., electricians, specialist installers) to the extent necessary for them to perform their work.
Hardware Suppliers/Manufacturers: If required for warranty purposes or direct shipping of equipment.
Payment Processors: To third-party payment gateways for secure processing of financial transactions.
Professional Advisors: To our professional advisors (e.g., accountants, lawyers) when necessary.
IT Service Providers: To third-party IT service providers who host or manage our IT systems and data (e.g., cloud service providers).
Regulators/Law Enforcement: When required or authorised by law, including to government bodies, regulators, or law enforcement agencies. This may include disclosing security footage if legally compelled by a court order or subpoena.
With Your Consent: To any other third party with your explicit consent.

We require all third parties to whom we disclose personal information to respect the security of your personal information and to treat it in accordance with the law. They are only permitted to use your personal information for the specific purposes for which it was provided.

5. Client Responsibility for Security Footage and Data

Please note that the primary responsibility for the collection, storage, use, and management of security footage and data generated by your installed security system rests solely with you, the Client.

Defensor Security Systems does not provide ongoing monitoring, data storage, backup, or retrieval of CCTV footage or system data unless a separate managed service agreement specifically outlining these responsibilities is in place.

You are responsible for:

Ensuring the installation and operation of your security system complies with all relevant privacy laws, surveillance laws, and regulations in your jurisdiction (e.g., notifying individuals they are being recorded).
Managing and securing your system’s data and footage, including ensuring adequate backup and retention policies are in place.
Obtaining any necessary consents from individuals who may be recorded by your system.
Promptly changing default passwords and regularly updating system credentials.

Defensor will not be liable for any misuse of security footage or data by the Client, or any failure by the Client to comply with applicable privacy or surveillance laws.

6. Direct Marketing

We may use your personal information (such as your email address or phone number) to send you direct marketing communications about our services, offers, and promotions that we believe may be of interest to you.

We will only do this if:

We have your consent to do so; or
We have collected the information directly from you, and you would reasonably expect us to use or disclose the information for that purpose.

You can opt-out of receiving direct marketing communications from us at any time by:

Using the “unsubscribe” link provided in the marketing email.
Contacting us directly using the contact details in Section 12 of this Policy.

7. Cookies and Website Analytics

Our website uses “cookies” and similar technologies (like web beacons, pixels, and local storage) to enhance your Browse experience, analyse website traffic, and for marketing purposes.

Cookies: Small text files stored on your device by your web browser. They help us remember your preferences, analyse how you interact with our site, and deliver more relevant content.
Website Analytics: We may use third-party analytics services (e.g., Google Analytics) to collect information about your interactions with our website. This information is typically aggregated and anonymised, but may include your IP address.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of the website may become inaccessible or not function properly.

8. How Do We Store and Protect Your Personal Information?

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. These steps include:

Security Measures: Implementing physical, electronic, and procedural safeguards (e.g., secure servers, firewalls, encryption for sensitive data transmission, access controls, secure offices).
Data Minimisation: Collecting only personal information that is relevant and necessary for our business functions.
Staff Training: Training our employees and subcontractors on their obligations regarding personal information handling.
Third-Party Security: Requiring our third-party service providers to implement adequate security measures.
Data Retention: Retaining personal information only for as long as necessary to fulfil the purposes for which it was collected or as required by law. When no longer needed, we securely destroy or de-identify the information.

While we strive to protect your personal information, no method of transmission over the internet or method of electronic storage is 100% secure. Therefore, we cannot guarantee the absolute security of your information.

9. Overseas Disclosure of Personal Information

In some cases, the third-party service providers we use (e.g., cloud storage providers, email service providers, analytics tools) may store or process personal information on servers located outside of Australia.

We take reasonable steps to ensure that any overseas recipients of your personal information handle it in accordance with the Australian Privacy Principles. However, by providing your personal information, you acknowledge that the privacy laws in some overseas jurisdictions may not be as stringent as those in Australia.

10. Accessing and Correcting Your Personal Information

You have the right to request access to the personal information we hold about you and to request that it be corrected if it is inaccurate, incomplete, or out-of-date.

Access: To request access to your personal information, please contact us in writing. We will process your request within a reasonable timeframe (usually 30 days) and may charge a reasonable fee for providing access where permitted by law. We may decline your request for access in certain circumstances as permitted by the Privacy Act.
Correction: If you believe that any personal information we hold about you is inaccurate, incomplete, or outdated, please contact us with the details. We will take reasonable steps to correct the information promptly.

11. How to Make a Complaint

If you have a complaint about how we have handled your personal information or if you believe we have breached the Australian Privacy Principles, please contact us in writing using the details in Section 12.

Please provide sufficient details about your complaint so we can investigate it thoroughly. We will acknowledge your complaint within a reasonable time (e.g., 7 days) and will respond to you within 30 days. We will strive to resolve your complaint directly and fairly.

If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC):

Online: www.oaic.gov.au
Phone: 1300 363 992
Mail: GPO Box 5218 Sydney NSW 2001

12. Contact Information

For any questions, concerns, requests for access or correction, or complaints regarding this Privacy Policy or our privacy practices, please contact our Privacy Officer:

Privacy Officer Defensor Security Systems & CCTV Email: [email protected] Phone: 0412 853 618 Mailing Address: Daisy Hill, QLD 4127

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. The updated policy will be posted on our website with a revised “Effective Date.” We encourage you to review this policy periodically to stay informed about how we are protecting your information.

Key changes and why they are important for your industry:

Section 1 (Introduction): Added “including data generated by security systems we install” for clarity.
Section 2 (What Personal Information Do We Collect?):
- Added a dedicated subsection “Security Footage/Data” to explicitly detail when and why you might access this type of data. This manages expectations and clarifies your role.
- Emphasized that access is temporary, with consent, for specific purposes (troubleshooting, warranty, service delivery).
Section 3 (How Do We Collect Personal Information?): Added “When you grant us access to your security system for support, troubleshooting, or agreed-upon services” to reflect this collection method. Also added diagnostic logs from systems.
Section 4 (Why Do We Collect, Use, and Disclose Personal Information?): Updated the first bullet point to explicitly mention “This includes accessing security system data or footage as required for the provision of these specific services (e.g., fault diagnosis, system configuration).” Also added a point under “Regulators/Law Enforcement” for disclosing footage if legally compelled.
NEW Section 5 (Client Responsibility for Security Footage and Data): This is crucial. It clearly assigns the primary legal responsibility for the footage itself to the client. This protects your business by stating that you are not liable for their misuse of the system or non-compliance with surveillance laws. This mirrors the sentiment in your Terms of Service (Section 12 and 7.2) and reinforces it within the Privacy Policy. This section is vital.