FaultPilot Technologies Pty Ltd
Privacy Policy
1. Respecting your privacy
1.1 Your privacy is important to FaultPilot Technologies Pty Ltd (we, us, or FaultPilot). This policy explains how we collect, use, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) (which includes the Australian Privacy Principles).
1.2 By using our website, products or services, or otherwise providing us with your personal information, you consent to your personal information being collected, used, stored and disclosed as described in this policy or as otherwise disclosed by us at the time of collection.
2. What is personal information?
2.1 Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.
3. Personal Information We Collect & How We Collect it
3.1 The personal information we collect and hold about you will depend on the nature of your interaction with us, including whether you interact with us directly (that is, from you) or indirectly (that is, from third parties or publicly available sources).
3.2 For example, we collect personal information about you when you send us an email, make an enquiry, create an account, request customer support, complete a website contact form, apply for a job with us, or when you work for any of our suppliers or business partners, or otherwise do business with us, or when you otherwise communicate or interact with us in person or by email, telephone, through our products, or via our website.
3.3 You must not provide us with personal information about any other individual unless you have the express consent of that individual to do so. If you do provide us with personal information about another individual, before doing so, you:
- must tell that individual that you will be providing their information to us and that we will handle their personal information in accordance with this privacy policy; and
- warrant that you have that individual's consent to provide their personal information to us.
3.4 The different kinds of personal information we collect and hold about individuals includes their name, contact details (including email address and telephone number), job title, and organisation.
3.5 You do not have to provide your personal information to us if you do not wish to, but if you do not provide all the information we request, we may not be able to provide the products, services or information you requested.
3.6 We also collect IP addresses, browser information, and fault and diagnostic data you enter while using our website, the app, communications you send through the platform, device identifiers and usage logs for app performance and security monitoring, and technical documentation uploaded by your organisation for processing within the platform.
4. How We Use Your Personal Information
4.1 We use the personal information we collect for the purposes for which it was collected, for other related purposes, and as otherwise permitted or required by law.
4.2 In particular, depending on who you are, we may use your personal information to:
- assess your requirements;
- to correspond with you and respond to your query or request for your assistance;
- provide, maintain, and improve FaultPilot and our other products and services;
- authenticate your identity and manage your account;
- send operational notifications relevant to your workflow;
- respond to support requests;
- market our products and services to you; or
- collect your individual usage data so we can aggregate it with other individuals' usage date for analysis purposes (including analysing aggregated usage patterns to improve our products and services).
4.3 We may also use personal information in the good faith belief that use is otherwise necessary or advisable. Such situations may include to perform, maintain or enforce contracts with our customers, or to protect our operations or our rights or those of any of our related entities.
4.4 We do not sell, rent, or trade your personal information to third parties. We do not use your personal information for marketing purposes without your explicit consent.
5. Storage and Security
5.1 We take the security of your personal information seriously. We take reasonable steps to protect the personal information we hold against loss, unauthorised access, use, modification or disclosure, and against other misuse.
5.2 Your personal information is stored on secure cloud infrastructure in Australia and the United States. We apply industry standard encryption in transit (TLS 1.2+) and at rest (AES-256). Access to production systems is restricted to authorised personnel using role based access controls. We conduct regular security reviews and maintain audit logs of system access. Each organisation's personal information is logically isolated and is not accessible by other organisations on the platform.
6. Who do we disclose your personal information to?
6.1 Generally, we will obtain consent before we disclose any personal information other than as specified in this policy. Such consent may be given expressly or it may be implied by conduct.
6.2 We may disclose personal information to:
- service providers who help us operate and provide the platform (including cloud hosting and payment gateways providers);
- our external advisers and vendors who have been engaged to provide us with legal, administrative, financial, insurance, research, marketing, analytics or other services;
- other parties as permitted or required by law or as we believe to be appropriate including:
- to enforce our agreement with you, where applicable;
- to protect our operations or rights or those of any of our related entities;
- to prevent fraud or cyber-crime;
- to permit us to pursue available remedies or limit the damages that we may sustain; and
- in connection with a merger or sale involving all or part of our business; and
- any other person authorised, implicitly or expressly, when the personal information is provided to or collected by us.
6.3 Personal information we share with service providers will be subject to confidentiality agreements.
6.4 We reserve the right to disclose any personal information to law enforcement or other government officials where we reasonably believe that this may be necessary or appropriate.
6.5 We do not sell your personal information.
7. Cross Border Data Transfers
7.1 Some of our service providers are located in the United States. Where personal information is transferred outside Australia, we take reasonable steps to ensure that it is protected in accordance with the Privacy Act. Our service providers are subject to data processing agreements that require them to handle your data in a manner consistent with Australian privacy law.
8. Direct marketing and opting out
8.1 From time to time, we may send you newsletters, updates and other useful information. We hope that you will find these items informative and useful. We may also send you marketing materials from time to time.
8.2 However, should you prefer not to receive the marketing communications in the future, you will have the ability to unsubscribe from the mail database by following the unsubscribe instructions at the bottom of each email.
9. Data Retention
9.1 We retain your personal information for so long as we require it, and after that time we will take reasonable steps to destroy, delete or permanently de-identify that personal information in a secure manner.
9.2 Aggregated, anonymised usage data that cannot be used to identify individuals may be retained indefinitely including for product improvement purposes.
10. Cookies and Analytics
10.1 The FaultPilot website and web app use essential cookies for authentication and session management. We use analytics tools (including Vercel Analytics, PostHog) to understand usage patterns and improve the service. Analytics data is collected in aggregated form and does not include the content of your uploaded documentation or diagnostic data. You can opt out of non-essential analytics tracking via the consent banner.
11. Children
11.1 FaultPilot is not directed at children under 16. We do not knowingly collect personal information from minors. If we become aware that we have inadvertently collected information from a child under 16, we will take steps to delete that information promptly.
12. Changes to this Policy
12.1 We may update this policy from time to time, and the most current version will be published on this website, so please review this policy regularly. We will post a notification on our website where we make material changes to this policy.
13. Access to your personal information
13.1 Under the Privacy Act, you have the right to request access to the personal information we hold about you. If you wish to know what personal information we hold about you, you can request access to this information by contacting us. We will acknowledge your request within 7 days and respond substantively within 30 days. If we deny an access request as permitted or required by law, we will provide reasons for doing so.
13.2 We will take reasonable steps to ensure the personal information we hold about you is up to date and accurate. Please let us know promptly if any changes are required to be made to the personal information we hold about you by contacting us using the contact details below.
13.3 You may ask us at any time to correct personal information we hold about you. On request, we will take reasonable steps to correct the information so that it is accurate, complete and up to date, or will provide reasons for not doing so.
14. Complaints
14.1 If you are not satisfied with our handling of your personal information or consider that we have breached this policy or the Privacy Act, you may lodge a complaint with us at admin@faultpilot.com.au. You will need to provide sufficient details regarding your complaint.
14.2 We take all enquiries seriously and will attend to your complaint promptly. We will investigate your complaint and determine what steps we need to take to resolve your complaint. We will contact you if we require further information from you, and will notify you in writing of the outcome of our investigation.
14.3 If you are not satisfied with our response, you can contact us to discuss your concerns or contact the Office of the Australian Information Commissioner (OAIC) using the details available on the website www.oaic.gov.au. More information about making a complaint to the OAIC is available at www.oaic.gov.au/privacy/privacy-complaints.
15. Our contact details
15.1 For privacy related enquiries or complaints please contact us at admin@faultpilot.com.au.