Legal
Privacy Policy
Last updated: 21 July 2026
TeraFi is a wholesale, white-label telecommunications provider based in Australia. We run the telco layer behind our partners’ brands, and in doing so we handle personal information belonging to our partners, the people who work for them, the customers they serve, and visitors to this website. This Privacy Policy explains what personal information we collect, how we use, share and protect it, and the choices and rights you have. We handle personal information in line with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth) and with the privacy rules that apply specifically to telecommunications providers.
1. Who this policy applies to
This policy applies to personal information we handle through this website (terafi.me) and when we provide our services. Because we operate on a wholesale and white-label basis, much of the information about end customers is collected and controlled by our partners, who deal directly with their own customers. In those cases we handle the information on the partner’s behalf and under our agreement with them. For our own partner relationships, staff contacts and website visitors, we decide how personal information is handled and this policy governs that.
2. The personal information we collect
The kinds of personal information we may collect include:
- Contact and business details — such as your name, employer or business name, job title, email address, phone number and business address.
- Account, service and billing information — the information needed to set up, provision, bill and support the services we provide. We do not store full payment card numbers; card payments are handled by third-party payment providers.
- Service and network information — records about the telecommunications services we supply, which can include information such as the phone numbers involved in a call or message and the date, time and duration of communications. We do not access the content of your communications except where the law requires or permits it.
- Website and technical information — information you submit through our contact and enquiry forms, and technical data such as your IP address, device and browser type, and the pages you view.
We generally do not collect sensitive information (such as health information). If we ever need to, we will only do so with your consent or where we are permitted or required to by law.
3. How we collect personal information
We collect personal information directly from you, for example when you complete a form, get in touch or come on board as a partner; from our partners, when they give us the details needed to deliver services to their customers; automatically, through our website and network systems; and from third parties such as carriers, suppliers and credit or fraud-checking services where this is necessary and lawful.
4. Why we collect and use personal information
We use personal information to provide, provision, maintain and support our telecommunications services; to set up and manage accounts, bill for services and process payments; to respond to enquiries and communicate about services, faults, outages and changes; to meet our legal, regulatory and industry-code obligations, including under the Telecommunications Consumer Protections (TCP) Code; to protect the security and integrity of our networks and prevent fraud and misuse; and to improve our services and website. Where you have consented or the law otherwise allows, we may also send you relevant business and service updates (see section 11).
5. Telecommunications data and our legal obligations
As a telecommunications provider, we have obligations under telecommunications and privacy laws in addition to the Privacy Act. These can require us to keep certain information for set periods, and to disclose information to law-enforcement, national-security and other agencies where we are legally required or authorised to do so. Where that happens, we act only to the extent the law requires.
6. When we disclose personal information
We may disclose personal information to our partners, in relation to the customers they serve; to carriers, network operators, suppliers and infrastructure providers who help us deliver services; to payment providers and to our professional advisers such as auditors and lawyers; and to government agencies, regulators, courts and law-enforcement bodies where required or authorised by law. We do not sell personal information, and we do not disclose it for other organisations’ marketing.
7. Sending information overseas
Some of the suppliers and systems we rely on to run our services and website may be located, or store data, outside Australia. Where we disclose personal information to an overseas recipient, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.
8. How we keep personal information secure
We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include access controls, confidentiality obligations for our people, and due diligence on the suppliers we use. No method of storage or transmission is completely secure, but we work to protect information in a way that is appropriate to its sensitivity.
9. How long we keep personal information
We keep personal information only for as long as we need it for the purposes described in this policy, or for as long as the law requires us to keep it. When we no longer need it, we take reasonable steps to destroy it or to permanently de-identify it.
10. Cookies and website analytics
Our website uses cookies and similar technologies to make the site work, remember your preferences and understand how the site is used so we can improve it. You can control or disable cookies through your browser settings, although some parts of the site may not work as intended if you do. Where we use analytics tools, they help us understand website traffic and usage on an aggregated basis.
11. Marketing communications
Where the law allows, we may send you information about our services and relevant business updates. You can opt out of marketing at any time by using the unsubscribe option in the message or by contacting us. We comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).
12. Accessing and correcting your information
You can ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. Please contact us using the details in section 14. We may need to verify your identity first, and in some cases there may be a reasonable cost for access. If your request relates to information we hold on behalf of one of our partners, we may direct you, or your request, to that partner.
13. Privacy complaints
If you have a concern about how we have handled your personal information, please contact us first (see section 14) so we can try to put it right. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. Complaints about our telecommunications services more generally are handled under our Complaints Handling Policy, which also explains how to contact the Telecommunications Industry Ombudsman (TIO).
14. How to contact us
If you have any questions about this policy or about how we handle personal information, please get in touch through our contact page.
15. Changes to this policy
We may update this policy from time to time to reflect changes to our services, systems or legal obligations. The current version will always be available on this page, with the date it was last updated shown at the top.