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Privacy policy

What we collect, why, how we look after it, and how to get in touch about it.

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Last updated: 20 October 2026

Helpdesk Computer Systems Pty Ltd (ABN 26 147 262 753), trading as Helpdesk Computers (“Helpdesk”, “we”, “us”), takes privacy seriously. This policy explains what personal information we collect, why we collect it, how we look after it, and how you can access it or make a complaint. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. Who this policy covers

This policy applies to people who visit our website, contact us or book a meeting, receive our emails, work for our clients, suppliers or partners, or apply for a job with us. It doesn't cover our own employee records, which are handled separately.

2. The personal information we collect

Depending on how you deal with us, we may collect:

  • your name, job title, employer, work email address and phone number;
  • details about your business, such as staff numbers and the IT services you're interested in;
  • anything you tell us in a form, email, phone call or meeting;
  • recordings of phone calls with us, and transcripts, notes and summaries of calls and online meetings (see section 6);
  • records of support requests and the work we do for your organisation;
  • billing and account details for our clients;
  • information about how you use our website and emails, such as pages visited, the device and browser you use, your approximate location and whether you open or click our emails;
  • if you apply for a job, your résumé, work history and referee details.

We don't ask for sensitive information (such as health information) unless it's needed and you agree, or the law allows it. You can browse our website without telling us who you are, but we may not be able to help with an enquiry if you don't give us your contact details.

3. How we collect it

Most of the information we hold comes directly from you: when you fill in a form on our website, book a meeting, call or email us, or work with us as a client or supplier. We record all calls to and from our phone lines. We also collect information:

  • automatically, through cookies and similar technologies on our website and in our emails (see section 9);
  • from your employer, if your organisation is our client and you're one of its staff;
  • from publicly available sources and business information providers, such as business directories and professional profiles, when we're identifying businesses that may be interested in our services.

If we collect your details from someone other than you, we'll take reasonable steps to let you know, for example when we first contact you.

4. Why we collect it

We use personal information to:

  • respond to enquiries and book meetings;
  • provide, support and invoice our services;
  • manage our relationships with clients, suppliers and partners;
  • send you information about our services, events and updates (see section 5);
  • check the quality of our service, train our team and resolve disputes;
  • understand how our website is used, and improve it;
  • keep our systems and our clients' systems secure;
  • assess job applications;
  • meet our legal and certification obligations.

We use your information for these purposes, or for related purposes you'd reasonably expect, or where the law allows or requires it.

5. Marketing emails

We may send you emails about our services if you've asked us to, if you're a client, or where the Spam Act 2003 (Cth) otherwise allows it. Every marketing email includes an unsubscribe link, and you can also ask us to stop by emailing privacy@helpdeskcomputers.com.au. We'll still send you messages we need to send to deliver our services.

6. Call recording and AI tools

We record all calls to and from our phone lines. Our phone system uses AI to transcribe calls and to analyse them for service quality and customer sentiment, so we can check we're looking after people properly and train our team.

We also use AI tools, including Microsoft Copilot, to help our team work more efficiently: for example, to summarise emails, take notes and summaries in online meetings, and draft documents. We use business versions of these tools, provided under agreements that cover how our data is handled.

Our staff review AI outputs before relying on them. We don't use AI to make decisions about you that significantly affect your rights or interests. If you'd rather a call or meeting with us isn't recorded or summarised, tell us at the start and we'll discuss other ways to help, such as email.

7. Who we share it with

We don't sell personal information. We share it only as needed with:

  • service providers who help us run our business, such as our CRM and marketing platform, our help desk and service management system, our phone system and its call recording and analysis tools, email, file storage and AI productivity tools, meeting scheduling, website analytics, accounting and payment providers;
  • vendors and distributors, where needed to supply or support the products and services you've asked for (for example, to set up licences or log a warranty claim);
  • our professional advisers, such as accountants, auditors, certification bodies and lawyers;
  • government agencies and others, where the law requires or allows it.

We expect these organisations to protect your information and use it only for the purpose we provided it.

8. Information stored or accessed overseas

Some of our service providers store or access information outside Australia. Our CRM and marketing platform (HubSpot) stores our data in Australia, but HubSpot and its sub-processors may access it from other countries, including the United States. If we use Google Analytics, that data is processed in the United States. The AI features in our phone system and productivity tools may process information outside Australia, including in the United States. Other providers may store or access information in the United States, the European Union and other countries where they or their sub-processors operate. We choose established providers and take reasonable steps to make sure they handle personal information consistently with the Australian Privacy Principles.

9. Cookies and website analytics

Our website uses cookies and similar technologies to make it work, remember your preferences, connect form submissions to earlier visits, and show us how the site is used. These are set by us and by our providers, including HubSpot and, where we use them, Google Analytics and advertising platforms such as Google and LinkedIn. You can manage cookies through the banner on our website or in your browser settings. Blocking some cookies may affect how the site works.

10. Automated decisions

We don't use computer programs, including AI tools, to make decisions about you that significantly affect your rights or interests. Section 6 explains how we do use AI.

11. Information in our clients' systems

As a managed service provider, we can sometimes see personal information that our clients hold in the systems we look after, such as files, emails or user accounts. We only access it to deliver the services our client has asked for, under our agreement with them. If your question is about information a business holds about you, please contact that business first.

12. How we keep it secure

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, change or disclosure. Our information security management system is certified to ISO/IEC 27001:2022, and our controls include access restrictions, multi-factor authentication, encryption and staff training. We keep personal information only for as long as we need it for the purposes in this policy or to meet legal requirements, and then securely delete or de-identify it.

If we have a data breach that's likely to result in serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner, as required by the Notifiable Data Breaches scheme.

13. Accessing and correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing privacy@helpdeskcomputers.com.au. We'll need to confirm who you are first. We'll respond within 30 days. We don't charge for a request, though we may charge a reasonable fee for providing access in some cases, and we'll tell you before we do. If we refuse a request, we'll explain why in writing, as the law allows.

14. Questions and complaints

If you have a question about this policy, or think we've mishandled your personal information, please contact us:

We'll acknowledge your complaint and aim to respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

15. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.