Nehos Communications Pty Ltd (ABN 38 108 343 095) (“Nehos”, “we”, “us”) supplies business telephony, internet and AI services to Australian businesses. This policy explains what personal information we collect, why we collect it, who we give it to, how you can get access to yours, and how to complain if you think we have got it wrong.
It applies to information we handle under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. As a carriage service provider we also handle some information under Part 13 of the Telecommunications Act 1997 and Part 5-1A of the Telecommunications (Interception and Access) Act 1979, which impose their own obligations. Where those rules apply they operate alongside this policy.
1. What we collect
To provide your services: name, business name, ABN, billing and service addresses, phone numbers, email addresses, and the contact details of the people you authorise to deal with us.
Generated by using the services: call detail records (the numbers called, and the date, time and duration of calls), service usage and diagnostic data, IP addresses and network logs. Some of this we are required by law to retain.
Payment information: bank or card details where you pay us directly, and your payment history.
Credit information: see section 9.
Audio: voicemail messages, and call recordings where you have turned call recording on. See section 7.
From our website: IP address, browser type and usage data, collected through cookies and similar technologies. You can disable cookies through your browser.
We collect personal information directly from you wherever we can. Sometimes we collect it from someone else, such as a credit reporting body, a carrier involved in porting your number, or a person you have authorised to act for you.
2. Why we use it
To supply, provision, support and repair your services; to bill you and collect payment; to assess credit; to protect you and us against fraud and misuse; to meet our obligations under telecommunications, tax and other laws; to respond to lawful requests from courts, regulators and emergency services; and to tell you about products and services (see section 3).
We use personal information for the purpose we collected it for, for a related purpose you would reasonably expect, where you consent, or where the law requires or authorises it.
3. Marketing, and how to stop it
We may contact you about products and services that may be of interest to you. To opt out, use the unsubscribe link in any marketing email, or email privacy@nehos.net. We will action your request as soon as practicable.
Opting out of marketing does not stop service messages such as fault notifications, outage alerts and billing correspondence.
4. Who we disclose it to
- Suppliers and carriers involved in delivering your service, including for number porting
- The Integrated Public Number Database, as required by law
- Emergency call services
- Credit reporting bodies and debt collectors (see section 9)
- Our professional advisers and insurers
- Courts, regulators and law enforcement, where required or authorised by law
- A purchaser, if we sell all or part of the business
We do not sell personal information.
5. Overseas disclosure
Some of the providers we use to deliver services, including cloud hosting and AI processing, are located outside Australia. We are likely to disclose personal information to recipients in the United States. We may also disclose personal information to a recipient in another country where a supplier involved in delivering a service you have asked us to provide is located there, for example when we supply international numbers.
Before we disclose personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles, ordinarily through contractual commitments.
6. Security
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These include access controls, encryption in transit, secured servers and restricted administrative access. No system is completely secure and we cannot guarantee absolute security.
7. Call recordings, voicemail and audio
Where you enable call recording on your service, you decide what is recorded and how long it is kept, within the options available on the service. We store those recordings for you. Retention of call recordings is governed by the Voice Service Terms, not by this policy. We access the content of your recordings only where reasonably necessary to provide or support the service, to investigate a fault, or where required or permitted by law.
You are responsible for ensuring that your recording of a call is lawful, including obtaining any consent and giving any notification required in the place where each party to the call is located.
Where we collect audio for our own purposes, including for our AI voice services, we keep it only for as long as we need it for the purpose we collected it for, or for as long as the law requires. When it is no longer needed and no legal obligation requires us to keep it, we destroy or de-identify it.
8. AI services
Where you use our AI services we may process personal information, including voice audio and the content of interactions, in order to deliver them. If you supply us with personal information about other people for use in an AI service, you confirm that you have the right to do so.
We may use de-identified or aggregated data to improve our services. Where information remains identifiable, we delete or de-identify it once it is no longer needed for that purpose, unless the law requires us to keep it.
9. Credit information
You agree that we may obtain from a credit reporting body a credit report containing personal credit information about you in relation to credit we provide.
You agree that we may exchange information about you with other credit providers and with related bodies corporate in order to assess an application by you, to notify other credit providers of a default by you, to exchange information as to the status of this credit account where you are in default with other credit providers, and to assess your creditworthiness including your repayment history in the preceding two years.
You consent to us being given a consumer credit report to collect overdue payments on commercial credit. You agree that personal credit information provided may be used and retained by us for the provision of products; for analysing, verifying or checking your credit, payment or status in relation to the provision of products; for processing any payment instructions, direct debit facilities or credit facilities you request; and to enable the collection of amounts outstanding.
We may give information about you to a credit reporting body in order to obtain a consumer credit report, and to allow that body to create or maintain a credit information file about you. The information we give may include your personal information as described above, the fact that we are a current credit provider to you, whether we are a licensee, the type of consumer credit, details of your application for credit or commercial credit, advice of credit defaults or overdue accounts of more than sixty days where written notice requesting payment has been given and debt recovery action has commenced, advice that an overdue amount has been paid or otherwise discharged, information that in our opinion you have committed a serious credit infringement, and advice that an overdue payment is equal to or more than one hundred and fifty dollars.
For any credit related privacy request, contact privacy@nehos.net.
10. Automated decisions
Some decisions about your services are made, or substantially assisted, by automated systems using personal information. We do this to protect you and to keep your service running.
- Spend and fraud protection. We monitor call usage for unusual patterns. Where usage suggests fraud or an unexpectedly large bill, the system may cap, restrict or suspend calling until we can speak to you. International calling is subject to a daily spend limit and to a list of permitted destinations that you control.
- Credit limits. An account credit limit may be set, varied or applied automatically based on account and credit information.
- Payment status. Access to some services and functions may be automatically restricted where an account is overdue.
You can ask us about any automated decision that affects you, and ask a person to review it, by emailing privacy@nehos.net. We will always tell you if a service has been restricted or suspended, and why.
11. Data breaches
If we suspect a data breach we assess it promptly, and within 30 days. Where a breach is likely to result in serious harm we notify the affected individuals and the Office of the Australian Information Commissioner, as required by the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act 1988. Our response is to contain the breach, assess the risk, remediate the harm and notify.
12. Retention and destruction
We keep personal information for as long as we need it for the purposes described in this policy, or for as long as the law requires. Some telecommunications data must be retained for a minimum period by law. When we no longer need information, and no legal obligation requires us to keep it, we destroy or de-identify it.
Retention of call recordings is dealt with in the Voice Service Terms.
13. Accessing and correcting your information
You can ask us for a copy of the personal information we hold about you, and ask us to correct it, by emailing privacy@nehos.net. We will respond within a reasonable period, ordinarily 30 days. We may need to verify your identity first. If we refuse your request we will tell you why in writing, and how to complain.
14. Sensitive information
We do not ordinarily collect sensitive information as defined in the Privacy Act 1988. Where we do, we collect it only with your consent or where the law permits or requires it, and we apply additional protections.
15. Children
Our services are supplied to businesses and are not directed at children. We do not knowingly collect personal information from a child. If we become aware that we have, we will delete it unless the law requires us to keep it.
16. Complaints
If you think we have mishandled your personal information, email privacy@nehos.net. We will acknowledge your complaint within 7 days, and take reasonable steps to decide it within 30 days.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
17. Contact us
Privacy enquiries: privacy@nehos.net
Phone: 1300 726 889
Post: Nehos Communications Pty Ltd, 10 Mayfair Place, Boondall QLD 4034
We may update this policy from time to time. Where we make material changes we will notify customers or publish a revised version on this page.
Last updated: 7 August 2026