Privacy policy and information

360 Net (we, us, our) is committed to dealing with personal information in a way that meets or exceeds its privacy obligations, including under the Privacy Act 2020 (Act) and the Telecommunications Information Privacy Code 2020 (Code)

This privacy policy (policy) describes the types of personal information we collect, and how we use, disclose, and protect that information.

What is personal information?

Personal information is information about an identifiable individual (a living, natural person). It includes information such as a name, address, phone number and date of birth, but does not include information about a business.

Who do we collect personal information about?

We collect personal information about individuals who interact (or might interact) with our business (you). This includes:

• Our customers (and other end users), including current, prospective, and past customers. We may also collect personal information about associates of our customers, such as family members, employees, or agents. For example, we may collect personal information about nominated or authorised representatives, the holder of a credit card that is used to pay a customer’s account, a person who acts as a secondary account holder, a person who acts as guarantor for a contract, the landlord of a tenanted property or the nominated contact on a business account
• Our suppliers, service providers and business partners, including their staff, agents, and affiliates
• Our staff, including staff of our related companies
• Visitors to our websites, social media pages and premises

If you supply us with personal information about another individual, you must have their consent to do so and should refer that person to this policy.

What types of personal information do we collect?

The types of personal information we collect depends on the nature of your interaction with us, and may include:

• Name, date of birth, email address, phone number(s) and residential address. For corporate and business customers, we may also collect information about nominated contacts including name and title or position, date of birth, phone number(s) and email and business addresses
• Purchasing patterns, consumer preferences and attitudes for marketing purposes, including to analyse markets, develop marketing strategies and to identify and develop products and services that may be of interest to our customers
• Payment details (such as credit or debit card, or direct debit details) provided when purchasing our products and services
• Employment applications from people applying for jobs with us

We may review and revise this policy from time to time, and may notify you about any changes to it by uploading a revised version on our website. Any changes will apply from the time we upload the revised policy

• Information we need from you
• Our Privacy Policy (available on our website at www.360net.co.nz
• ) forms part of our agreement with you. It describes how we will collect, hold, use and disclose information and if applicable, how we will comply with the Privacy Act 2020.
• We may change our Privacy Policy on 30 days’ notice. This notice will be on our website and will include reasons for any change.

• Any information you provide to us must be correct and complete. You must let us know as soon as possible if any information you have previously provided to us becomes incorrect or changes.
• You can ask us for access to any personal information we hold about you. If you believe that information is incorrect, you can ask us to correct that information.

Information we need from third parties.

• We may verify information or collect information about you, members of your household or your property, from other organisations, through our websites, apps and customer support platforms (including through cookies and other analytics tools)
• through social media platforms and third-party login providers such as Twitter, Facebook, Instagram and LinkedIn, including when you interact with our social media accounts or use third-party login providers to sign in to our online services (information we collect may include your email address, profile photo and a login token, but never your password – you can contact the Privacy Officer if you would like to request deletion of this information)
• through our call centres
• through our door-to-door sales activities
• through our network equipment (e.g. through electricity smart meters)
• from our wholesale service providers (e.g. local fibre companies and electricity distributors) and our wholesale customers and partners (e.g. other retail service providers who resell our services to end users)
• from your other service providers, when you transfer (port) your services to us
• when you visit our premises (e.g. electronic sign in systems)
• when you make an inquiry at a kiosk, dealer, or event, which is operated by or on behalf of us
• from other customers or third parties who refer your details to us
• through the purchase of marketing lists, databases and data aggregation services
• from other public sources (including public registers)

• or people such as credit agencies, any network provider and other suppliers; debt recovery or credit checking agencies or our lawyers for the purpose of reporting on your payment history, collecting outstanding moneys or credit checking, and other suppliers in New Zealand or their agents for credit reference and credit checking purposes; and any person in connection with any dispute organisation or scheme that we are a member of and any person to whom we are required to disclose such information either by law or in compliance with industry codes and standards, and you agree that those other persons may retain and disclose such personal information for so long as is reasonably required for their lawful purposes.
• Our officers, employees, contractors and agents, including debt recovery and credit checking agencies, to whom we may disclose your personal information may: pass and disclose that information to other debt recovery or credit checking agencies and their subscribers; use that information for the purposes of debt recovery or credit checking; publish that information on their debt recovery or credit checking databases; and provide that information to third parties for purposes of checking repayment history or creditworthiness.

Storing your personal information

• We will keep your information secure and, for individuals, will hold your personal information in accordance with the Privacy Act 2020.

Using your information

• You authorise us to use, disclose and match any information about you and your services for the following purposes, including: for any purpose authorised by you, including communicating with authorised persons and alternate contacts to confirm your identity to supply internet and telephone services and any other products or services you have asked for e.g., third party technicians.to administer your account (including invoicing you, sending notices or communicating with you)to help improve our customer service, including monitoring and following up questions and complaints to help develop and/or improve products and services to inform or contact you about our products, brands, special offers, publications, and other promotions we think you may be interested in (including via email or other electronic communications)to conduct market research, including to disclose to a market research organisation for the purpose of contacting you or conducting market research on our behalf to meet the requirements of these terms and conditions, the law, industry rules and codes of practice to meet the requirements of our upstream suppliers to disclose to our related companies, as defined in the Companies Act 2020
• for credit checking, credit reporting or debt collection, which may involve disclosure to a credit reporting agency. This information may be used by the credit reporting agency to update and maintain credit information files and may, in turn, be accessed by its customers.
• to avoid prejudice to the maintenance of the law by any public sector agency, including the prevention, detection, investigation, prosecution, and punishment of offences
• to verify your credit and payment history with your previous internet or telephone supplier
• to disclose to a network provider for the purpose of installing, maintaining, or operating the network or communicating with you, and
• to disclose to the Commerce Commission, or any other government agency or regulatory body, industry body or relevant industry complaints scheme.
• In addition, there may be occasions where we disclose your information in other ways that are in accordance with the Privacy Act 2020.

Communications we have with you

• We may record any communications we have with you, your authorised person or alternate contact to:
• maintain accurate records of our dealings with you
• confirm our contractual commitments to each other, and
• help resolve any disputes between us.
• We may also use recordings to train our employees and authorised agents and/or to monitor the level of service they are providing.

Complaints

• If you have a complaint against us (other than a complaint about the nature or level of your reported electricity usage) please tell us as soon as sending us a message through live chat via the My Account section on the website www.360net.co.nz or emailing us at support2360net.c.nz. Our dispute resolution process is free.
• Once we have received your complaint, we will reply to you within two business days to confirm we have received it. We’ll also decide whether we think your complaint is related to network provider services, or our service.

If it takes us longer than 20 business days to resolve your problem, we will contact you to let you know why, how much longer it will take, and to discuss your options.

If you are not satisfied, we are a member of Telecommunications Dispute Resolution (TDR), which is a free and independent complaints resolution service. If for some reason you are dissatisfied about the resolution of your complaint, or we can’t resolve your complaint or problem within 20 business days, you can take your complaint to TDR (www.tdr.org.nz.) (Free Phone: 0508 98 98 98 98). You have 12 months to lodge a complaint with TDR from the time when you first discovered the event or issue giving rise to the complaint. You can also take your complaint to the courts or the disputes tribunal. Note: all complaints must be registered with 360 Net first before you can refer your complaint to the TDR.

Contacting you

• You need to let us know if any of your email contact details change.