Raines Internet Solutions (“we”, “us”, “our”) is committed to protecting your privacy. We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth), which govern how we collect, use, disclose, store and manage personal information.
This policy applies to our websites, customer portals, applications, APIs, managed IT services, internet and telecommunications services.
A copy of the APPs may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.
Information We Collect
We may collect personal information including, but not limited to:
- Name, business name, contact details (email, phone, address)
- Billing, shipping and payment information
- Account, service, and support details
- Technical and service‑related data required to deliver IT, internet, and telecommunications services
- Usage, diagnostic, and security information from our platforms, portals, and applications
You may browse our website(s) and portals anonymously, however some of our services require personal information to be provided and used to enable functionality or delivery of the product/service to you.
How We Use Your Information
We collect and use personal information only where necessary to operate our business and deliver our services. This includes the following purposes:
Service Delivery and Operations
- Providing, managing, and supporting IT, internet, voice, and telecommunications services
- Account administration, billing, and transaction processing
- Technical support, troubleshooting, service monitoring, and security operations
- Meeting legal, regulatory, and contractual obligations
Service Improvement
- Improving our services, platforms, and customer experience
- Analysing website and service usage to enhance performance and reliability
Communications
- Communicating with you about your account, services, outages, maintenance, or support requests
- Sending service‑related notices and important updates
Marketing and Optional Communications
- Sending information about products, services, promotions, or updates where permitted
- Administering surveys, promotions, or service‑related feedback activities
You may opt out of non‑essential marketing communications at any time by using the unsubscribe link included in our emails or by submitting a request through our client portal.
Disclosure to Third Parties
We do not sell customer data or personal information to third parties. Where necessary to deliver our products or services, we may share the minimum required customer data with authorised third‑party service providers solely for the purpose of service delivery.
How Do We Protect Your Information?
We implement appropriate technical, administrative, and physical security measures to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Our security practices are informed by recognised industry standards and best‑practice frameworks, including alignment with the Australian Cyber Security Centre (ACSC) Essential Eight mitigation strategies, where appropriate to the services provided.
Security measures may include, but are not limited to:
- Encryption of data in transit and at rest using industry‑standard technologies
- Secure authentication and access controls to limit data access to authorised personnel only
- Ongoing monitoring, patching, and vulnerability management
- Secure processing and handling of sensitive and payment‑related information
Sensitive information is transmitted using Secure Socket Layer (SSL) or equivalent encryption technologies. Payment information is processed through trusted payment gateway providers whose systems are restricted to authorised access and subject to confidentiality and security obligations.
We regularly review and update our security controls and data handling practices to support secure data processing and compliance with applicable legal and regulatory requirements.
Disclosure of Personal Information
We may disclose personal information to:
- Trusted service providers and partners who assist us in delivering our services
- Payment processors and infrastructure providers
- Technology platforms required for service delivery (e.g. cloud, identity, analytics)
These parties are required to handle personal information confidentially and in accordance with applicable privacy laws.
We may also disclose information where required or authorised by law.
Cookies and Tracking Technologies
We use cookies and similar tracking technologies to operate, maintain, and improve our websites and services, analyse usage, and support marketing and advertising activities, we also use cookies to process the items in your shopping carts across our platforms plus use cookies to understand and save your account preferences for future visits.
These technologies may collect information such as IP address, device and browser information, pages visited, session activity, and usage patterns.
We may use third‑party analytics and advertising services, including Google Analytics, Google Ads, Google Tag Manager, Microsoft Clarity, and Microsoft Advertising, to understand how users interact with our websites and services, measure performance, improve functionality, and deliver relevant advertising.
Data collected through these services may be processed by the relevant providers in accordance with their own privacy policies. For more information, please refer to:
- Google Privacy Policy: https://policies.google.com/privacy
- Microsoft Privacy Statement: https://privacy.microsoft.com/
You can control or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our websites or services.
Data Security
We take reasonable steps to protect personal information from misuse, loss, and unauthorised access. This includes technical, administrative, and physical safeguards appropriate to the nature of the information and services provided.
Data Retention
We retain personal information only for as long as necessary to provide our services, meet legal and regulatory requirements, resolve disputes, and enforce our agreements. When information is no longer required, it is securely deleted or de‑identified.
Data Deletion Requests
Users have the right to request the deletion of their personal data collected or processed by Raines Internet Solutions.
To request deletion of your data, please use our online support portal to open a new service request with the subject line “Data Deletion Request”. Your request should include sufficient information to allow us to identify your account, such as your name, email address, and any relevant account or service details.
Upon receiving a valid request, we will verify the requester’s identity and delete the associated personal data from our systems, unless retention is required to comply with legal, regulatory, or contractual obligations. Data deletion requests are processed in accordance with applicable laws and platform requirements.
If you have questions about how your data is handled or wish to exercise your privacy rights, you may contact us using the details provided on our general contact page.
Third‑Party Links and Services
Our websites and services may contain links to third‑party websites or platforms. We are not responsible for the privacy practices of those third parties.
Changes to our Privacy Policy
If we decide to change our privacy policy, we will post those changes on this page, and update the Privacy Policy modification date below.
This policy was last modified on 25/02/2026.
Contact Us
If you have questions about this privacy policy or how your personal information is handled, please use our general contact page.
