Privacy Policy 

1. Overview

TechCares is committed to protecting your privacy and handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy outlines how we collect, use, disclose, store, and protect your personal and technical information in the course of providing IT services.

2. Collection of Personal Information

Types of Information Collected

TechCares may collect personal and business information necessary to deliver services, including:

  • Name, business name, and contact details (email, phone, address)
  • Service history, support requests, and communications
  • Billing and payment information
  • Technical information such as:
    • IP addresses
    • Device names and configurations
    • Login credentials (where provided)
    • System logs and diagnostic data

How Information is Collected

Information is collected through:

  • Our website and online forms
  • Telephone, email, and in-person interactions
  • Remote support and monitoring tools
  • Third-party integrations (e.g., Microsoft 365, hosting platforms)

Where reasonable and practicable, we collect information directly from the Client.

3. Technical Access, Remote Monitoring & RMM

For Managed IT clients, TechCares utilises Remote Monitoring and Management (RMM) and remote support tools to deliver proactive and reactive services.

Scope of Access

This may include:

  • Monitoring system health, performance, and security
  • Installing updates, patches, and software
  • Remote desktop access for troubleshooting and support

Privacy Safeguards

  • Access is limited to authorised personnel only and performed strictly for service delivery purposes.
  • We only access files, systems, or screens as necessary to diagnose, maintain, or resolve issues.
  • Remote sessions are conducted with appropriate safeguards and, where practicable, with Client awareness.

Security Controls

  • All remote connections are protected using industry-standard encryption protocols.
  • Access is controlled through authentication, logging, and role-based permissions.

4. Use of Artificial Intelligence (AI) Technologies

TechCares may utilise AI-driven tools to enhance service delivery, including:

  • Hardware diagnostics
  • System performance analysis
  • Cybersecurity threat detection

Data Handling

  • AI tools primarily process technical and system-level data (e.g., logs, alerts, configurations).
  • These tools do not intentionally access, read, or store personal documents, emails, or private communications.
  • Where third-party AI services are used, reasonable steps are taken to ensure they comply with applicable privacy and security standards.

5. Use of Personal Information

TechCares uses collected information to:

  • Provide and manage IT services and support
  • Respond to service requests and enquiries
  • Manage billing and accounts
  • Improve service delivery and system performance
  • Meet legal and regulatory obligations

We only use personal information for purposes that are reasonably necessary for our business functions.

6. Disclosure to Third Parties

TechCares does not sell or rent personal information.

We may disclose information to trusted third parties where necessary to deliver services, including:

  • Cloud and software providers (e.g., Microsoft, hosting providers)
  • Domain registrars and email service providers
  • Hardware suppliers and couriers
  • Cybersecurity and monitoring platforms

Third-Party Obligations

  • These parties are only provided with information necessary to perform their function.
  • Where possible, we ensure third parties are subject to confidentiality and privacy obligations.

7. Data Security & Storage

TechCares takes reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access.

Security Measures Include:

  • Multi-Factor Authentication (MFA)
  • Encryption (in transit and at rest where applicable)
  • Secure access controls and authentication systems
  • Network and endpoint security protections
  • Regular system monitoring and updates

Data may be stored:

  • On secure local systems, and/or
  • In cloud environments (which may include overseas data centres)

Where data is stored overseas, we take reasonable steps to ensure compliance with Australian privacy requirements.

8. Data Breach Notification

In the event of an eligible data breach, TechCares will:

  • Investigate and assess the breach promptly
  • Take steps to contain and remediate the issue
  • Notify affected individuals and the Office of the Australian Information Commissioner (OAIC) where required

This process is conducted in accordance with the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988.

9. Access & Correction

Clients have the right to:

  • Request access to their personal information
  • Request correction of inaccurate or outdated information

Requests can be made in writing, and we will respond within a reasonable timeframe in accordance with legal requirements.

10. Retention of Information

  • Personal information is retained only for as long as necessary to:
    • Provide services
    • Comply with legal and regulatory obligations
  • When no longer required, data will be securely destroyed or de-identified.

11. Cookies & Website Data (if applicable)

  • Our website may use cookies or analytics tools to improve user experience and monitor performance.
  • Users can control cookie settings through their browser.

12. Complaints & Contact

If you have concerns about how your information is handled, you may contact TechCares in writing.

If you are not satisfied with our response, you may lodge a complaint with the:
Office of the Australian Information Commissioner (OAIC)
Website: https://www.oaic.gov.au

13. Updates to this Policy

TechCares may update this Privacy Policy from time to time. The latest version will be made available on request or via our website.