Privacy Policy

1. About this policy

Ignite Solutions (ABN 43 615 317 274), referred to here as "Ignite", "we", "us" or "our", is committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy applies to personal information we handle through:

• our website, ignites.au, including its contact form and booking calendar;
• our client store, shop.ignitesolutions.com.au;
• our client support portal; and
• the managed IT and consulting services we provide to our clients.

2. Information we collect

The information we collect depends on how you deal with us. It may include:

• Contact details: your name, business or club, role, email address and phone number.
• Enquiry and booking details: what you've asked us about and any meeting times you book.
• Client account details: for clients and their staff, such as user names, contact details, device and licence information, and records of support requests and the work we've done.
• Order and billing details: when you buy through our client store, such as billing and delivery addresses and order history. Card payments are processed by the store's payment provider.
• Website usage information: such as your IP address, browser type, pages viewed and the date and time of your visit.

We don't ask for sensitive information, such as health information, and we ask that you don't send it to us through our forms. You can contact us anonymously or under a pseudonym for general enquiries, but we'll need your real details to provide services or process an order.

3. Information in client systems

When we manage a client's IT, we may have access to systems that hold personal information about the client's staff, customers, members or fans. We handle that information on our client's behalf and only to provide the services they've engaged us for.

We don't use it for our own purposes, we don't share it with anyone else unless our client instructs us to or the law requires it, and we keep each client's information separate from every other client's. Our client remains responsible for how that information is collected and used in their organisation, and our service agreement with them sets out how we handle it.

4. How we collect it

We collect most personal information directly from you: when you fill in our contact form, book a call, email or phone us, log a support request, place an order, or work with us as a client. We may also receive information from your employer or organisation when they engage us to support their staff.

Our website and its embedded form and booking tools also collect some information automatically, as described under Cookies.

5. How we use it

We use personal information to:

• respond to enquiries and arrange the calls you book;
• provide, support and improve our managed IT and consulting services;
• manage client accounts, process orders and issue invoices;
• keep our systems, our clients' systems and our website secure;
• send you information about our services, where you've agreed to receive it; and
• meet our legal, tax and accounting obligations.

We won't use your information for an unrelated purpose without your consent, unless the law allows it.

6. Marketing and SMS

We only send marketing emails or text messages where you've agreed to receive them, for example by ticking a consent box on our contact form. Every marketing message tells you how to opt out. You can unsubscribe from emails using the link provided, reply STOP to any text message, or contact us to update your preferences.

Opting out of marketing doesn't stop us sending service messages, such as booking confirmations, support updates and invoices.

7. Who we share it with

We don't sell personal information. We share it only where needed to run our business and deliver our services, including with:

• the providers of our website, CRM, booking and forms platform;
• our email, file storage and collaboration platform;
• our support ticketing, client portal and remote management systems;
• our client store platform and its payment provider;
• software and licensing distributors and vendors, when we order products or licences for you;
• our accountants, insurers and professional advisers; and
• government agencies or others, where the law requires or authorises it.

We choose reputable providers and require them to protect personal information.

8. Overseas storage

Some of the cloud services we use store or process information outside Australia, including in the United States. Where we use these services, we take reasonable steps to make sure the provider protects personal information in a way that is consistent with the Australian Privacy Principles. Where we have a choice, we use Australian data locations.

9. Security

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

• multi-factor authentication and access controls, so our team can only access the information their role requires;
• storing passwords and other critical information in encrypted form;
• keeping each client's information separate; and
• security monitoring, updates and regular backups of our own systems.

If we experience a data breach that is likely to result in serious harm, we will notify the people affected and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

10. How long we keep it

We keep personal information only for as long as we need it for the purposes in this policy, or as long as the law requires. For example, we keep financial and tax records for the period required by tax law. When we no longer need information, we securely destroy it or de-identify it.

11. Cookies

Our website and its embedded contact form and booking calendar use cookies and similar technologies to work properly, to protect the form from spam, and to understand how visitors use the site. Cookies are small files stored by your browser. You can block or delete them in your browser settings, although parts of the website, such as the booking calendar, may not work properly if you do.

12. Access and correction

You can ask for access to the personal information we hold about you, or ask us to correct it if it's inaccurate, out of date or incomplete. Contact us using the details below. We'll respond within 30 days. We may need to confirm your identity first, and in limited cases the law allows us to refuse access, in which case we'll explain why.

If your request is about information we hold on behalf of a client, such as your employer, we may refer you to that organisation.

13. Complaints

If you have a concern about how we've handled your personal information, please contact us first. We'll acknowledge your complaint promptly and aim to resolve it within 30 days.

If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

14. Changes to this policy

We may update this policy from time to time by publishing a new version on this page. The date at the top of the page shows when it was last updated.

15. Contact us

For privacy questions, requests or complaints, contact us: