Privacy Policy
Managed Services Australia
Effective date: 1/05/2026
Managed Services Australia is committed to protecting your privacy and handling your personal information in an open, transparent and secure manner.
This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you interact with us, use our website, engage our services, submit an enquiry, request support, or otherwise communicate with us.
1. Who we are
Managed Services Australia provides managed IT services, cyber security services, cloud solutions, business internet, telecommunications, hosting, monitoring, backup and related technology services to Australian businesses.
For the purposes of this Privacy Policy, “we”, “us” and “our” refers to Managed Services Australia.
2. What personal information we collect
We may collect personal information that is reasonably necessary for us to provide our services, manage customer relationships, respond to enquiries, deliver support and operate our business.
This may include:
| Type of information | Examples |
|---|---|
| Contact details | Name, business name, job title, email address, phone number and address |
| Business information | Company details, staff contact details, service locations and billing information |
| Support information | Ticket details, screenshots, device names, usernames, system logs, error messages and technical information |
| Account and access information | Usernames, permissions, licence details and service configuration information |
| Website information | IP address, browser type, device information, pages visited and enquiry form submissions |
| Security and monitoring information | Alerts, logs, endpoint information, network events, backup results and system health information |
| Billing information | Invoice details, payment status and account history |
We do not intentionally collect sensitive information unless it is necessary for the services we provide, required by law, or provided to us by you or your authorised representative.
3. How we collect personal information
We may collect personal information when you:
| Situation | Examples |
|---|---|
| Contact us | By phone, email, website form, online chat or customer portal |
| Become a customer | During onboarding, account setup or service implementation |
| Request support | Through support tickets, remote support sessions, screenshots or diagnostics |
| Use our website | Through cookies, analytics tools and website forms |
| Use our managed services | Through monitoring, backups, security tools, cloud systems and support platforms |
| Interact with third-party platforms | Microsoft 365, Google Workspace, 3CX, hosting systems, cyber security tools and other platforms we support |
| Engage with our marketing | Newsletters, campaigns, events, downloads or enquiries |
We may also collect information from authorised representatives, vendors, service providers, public sources or systems we manage on behalf of our customers.
4. Why we collect and use personal information
We collect and use personal information for purposes including:
| Purpose | Examples |
|---|---|
| Providing services | IT support, cyber security, cloud, internet, hosting, telephony, backup and monitoring services |
| Customer support | Responding to tickets, troubleshooting issues and providing remote or onsite support |
| Account management | Onboarding, service reviews, billing, renewals and communications |
| Security | Monitoring threats, investigating alerts, protecting systems and responding to incidents |
| Compliance and risk management | Maintaining records, meeting legal obligations and supporting audit requirements |
| Website and marketing | Responding to enquiries, improving our website and sending relevant communications |
| Service improvement | Improving processes, support quality, reporting and customer experience |
We may use personal information to contact you about services, support updates, security notices, invoices, proposals, renewals or relevant business communications.
5. Managed services, monitoring and customer environments
As a managed IT and cyber security provider, we may have access to customer systems, accounts, devices, networks, logs and business data when delivering services.
This access is used only for legitimate service delivery purposes, such as:
| Service activity | Examples |
|---|---|
| IT support | Troubleshooting devices, servers, software, email and user access |
| Cyber security | Monitoring alerts, investigating suspicious activity and responding to incidents |
| Backup and recovery | Monitoring backup status, restoring data and verifying backup health |
| Cloud services | Managing Microsoft 365, Google Workspace, SharePoint, Azure and related systems |
| Network services | Managing routers, firewalls, switches, Wi-Fi and internet services |
| Telephony | Managing 3CX, call routing, extensions and related phone system services |
| Hosting | Managing websites, DNS, hosting accounts, certificates and related services |
We treat customer system access and customer data as confidential and restrict access to authorised personnel who require it to perform their role.
6. Disclosure of personal information
We may disclose personal information where reasonably necessary to provide our services, operate our business, comply with legal obligations or protect our rights.
This may include disclosure to:
| Recipient | Purpose |
|---|---|
| Technology vendors | Licensing, support, cloud services, security tools and service delivery |
| Hosting and cloud providers | Website hosting, email, storage, backup and infrastructure services |
| Telecommunications providers | Internet, voice, phone numbers and carriage services |
| Payment and accounting providers | Billing, invoicing and payment processing |
| Professional advisers | Legal, accounting, insurance and compliance advice |
| Regulatory or law enforcement bodies | Where required or authorised by law |
| Contractors and service partners | Where required to deliver services on our behalf |
We take reasonable steps to ensure third parties handle personal information securely and only for authorised purposes.
7. Overseas disclosure
Some of the systems, platforms and vendors we use may store or process data outside Australia. This may include cloud, security, backup, monitoring, analytics, ticketing, hosting or communications platforms.
Where personal information is disclosed or stored overseas, we take reasonable steps to ensure appropriate safeguards are in place, having regard to the nature of the service and the provider.
8. Cookies, analytics and website tracking
Our website may use cookies, analytics tools and similar technologies to improve website performance, understand visitor behaviour and assist with marketing.
This information may include:
| Information collected | Examples |
|---|---|
| Device information | Browser, device type, operating system and screen size |
| Usage information | Pages viewed, time on site, referral source and interactions |
| Technical information | IP address, approximate location and cookie identifiers |
You can manage or disable cookies through your browser settings. Some website features may not work as intended if cookies are disabled.
9. Marketing communications
We may send marketing communications about our services, updates, events, offers or relevant technology and cyber security information.
You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or by contacting us directly.
We will still send important service, billing, security or account-related communications where necessary.
10. How we protect personal information
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. APP 11 specifically requires organisations to take reasonable steps to protect personal information and destroy or de-identify it when it is no longer needed.
Our security measures may include:
| Security measure | Examples |
|---|---|
| Access controls | Role-based access, least privilege and account permissions |
| Authentication | Multi-factor authentication and secure account practices |
| Monitoring | Security alerts, logging and incident detection |
| Encryption | Where supported by relevant systems and providers |
| Secure storage | Use of reputable cloud, hosting and business platforms |
| Staff controls | Internal procedures, confidentiality expectations and access restrictions |
| Backup and recovery | Data protection and recovery processes where applicable |
No method of electronic transmission or storage is completely secure, but we take privacy and security seriously and apply safeguards appropriate to the information we handle.
11. Data retention
We retain personal information for as long as reasonably required for the purpose it was collected, including to provide services, meet legal or accounting obligations, resolve disputes, maintain business records and support security or operational requirements.
When personal information is no longer required, we take reasonable steps to securely delete, destroy or de-identify it, unless we are required to retain it by law or for legitimate business purposes.
12. Accessing and correcting your personal information
You may request access to the personal information we hold about you.
You may also request that we correct personal information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, please contact us using the details below. We may need to verify your identity before processing your request.
13. Privacy complaints
If you have a concern or complaint about how we handle personal information, please contact us first so we can review and respond to your concern.
We will aim to respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.
14. Third-party websites and services
Our website or communications may contain links to third-party websites, platforms or services.
We are not responsible for the privacy practices, security or content of third-party websites. You should review their privacy policies before providing personal information.
15. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, services, legal obligations or privacy practices.
The updated version will be published on our website with a revised effective date.
16. Contact us
For privacy enquiries, access requests, correction requests or complaints, please contact:
Managed Services Australia
Email: [email protected]
Phone: 1300 024 748
Website: www.managedservices.com.au
