Privacy notice

Last updated: 14 October 2026.

Who we are and how to contact us

The Phone People provides device repair and related support services in Sydney. For privacy questions, access or correction requests, or a privacy complaint, email support@thephonepeople.com.au or call 0466 332 034.

Information we collect

We may collect your name, phone number, email address, device model, repair symptoms, preferred booking details, messages, and a pickup suburb or collection address when you request collection. We also receive basic technical and usage information through website analytics when analytics storage is allowed.

Why we collect it

We use this information to prepare an estimate, respond to enquiries, confirm repair details, organise a booking, provide repair-progress updates, arrange requested pickup and return, provide customer support, maintain necessary business records and protect the website from misuse.

If you do not provide requested information

You can choose not to provide optional information. If you do not provide details that are required for a particular request, such as a working contact method or the pickup details needed for a collection request, we may not be able to respond, create or manage the booking, arrange pickup and return, or provide the requested service.

Pickup and return details

When collection is requested, location and contact details are used to confirm service availability and coordinate device handover and return. Please only provide the address needed for the requested service.

Address suggestions

When you type in the pickup-address field, the address text is sent through our website server to Geoapify to return matching Australian addresses. The Geoapify API key is kept on the server. The address you select or enter is included in your booking request.

Repair status tracking

When a repair booking is successfully recorded, we create a random booking reference for that repair. The reference is included in the confirmation email and can be entered on the Track Repair page to request the latest progress. The public tracking response is limited to the booking reference, device and repair description, current status, a customer-facing update from our team and the time the status was last updated. The tracking page does not return the customer's email address, phone number, pickup address or our internal notes. Because the booking reference can be used to view repair progress, customers should keep it private and avoid posting it publicly.

Rewards membership and digital wallet cards

If you join The Phone People Rewards, we collect your name, verified email address, optional mobile number, unique membership number and points linked to completed, paid repairs. We send a temporary verification code to your email for passwordless access. We use these details to manage your membership, display eligible points and prevent duplicate or unauthorised credits. Rewards email verification is necessary to provide the service; it does not subscribe you to promotional marketing. If you choose to add a membership pass to Apple Wallet or Google Wallet, we share only the card details required by the WalletWallet pass provider, such as member name, member number and points balance. We do not put your email address or phone number inside the card barcode. You can contact us to request access or correction of your rewards information.

Service providers and disclosures

Information may be processed by service providers used to operate the website and handle enquiries, including website hosting, email delivery, WalletWallet for digital pass generation when requested, Supabase for private repair and customer records, Google Workspace or Google Sheets where used for business operations, Geoapify for address suggestions, and Google Analytics when you allow analytics storage. We disclose only the information reasonably needed for the relevant service. We do not ask you to submit payment-card details, account passwords or device passcodes through the website.

Processing outside Australia

Some technology providers operate infrastructure in more than one country. Google Analytics information may be processed or stored outside Australia, and other hosting, email, address-suggestion or cloud-storage providers may process information overseas depending on their current infrastructure and account configuration. Provider locations and subprocessors can change over time. Contact us if you need current information about the providers used for a particular request.

Website analytics

We use Google Analytics and our own website interaction measurement to understand website visits and improve the customer experience. Both require your analytics permission. Our own measurement records page paths, campaign labels, referring website names and actions such as quote and telephone clicks. It does not send form contents or repair-search text. Technical request information is used to derive a pseudonymous session identifier for these consented events. Analytics storage is set to denied unless you choose to allow it through the website privacy choice. If allowed, Google may receive technical and usage information such as device or browser information, approximate network information, pages viewed and interaction events under its own privacy controls. Your analytics choice is saved in this browser so you are not asked on every page. Advertising storage, advertising user data and advertising personalisation are kept denied by this website.

Browser storage for quotes and booking drafts

The repair quote tool stores the most recent estimate in your browser so it can be resumed on the quote page. The booking form also stores an in-progress booking draft in session storage so accidental navigation or a page refresh is less likely to erase what you have entered. The saved quote can remain in browser storage until it is replaced or cleared; the booking draft is removed after a successful booking and session storage is normally cleared when the browser session ends. These browser-stored details are not a completed booking and are not sent to us unless you submit the booking form. The site may also store your analytics preference in local browser storage. If you follow a referral link, its referral code is stored to apply to your booking.

Storage, security and retention

We use access controls, HTTPS and approved business systems to protect submitted information. Repair and booking records used for progress tracking are intended to be held in private business systems rather than published on the website. Information is kept only for as long as reasonably needed for the repair, customer support, business-record, legal, accounting or dispute-resolution purpose for which it was collected, and is then deleted or de-identified where reasonably practicable.

Access and correction

You may ask us to access personal information we hold about you or request a correction by emailing support@thephonepeople.com.au. Please describe the information you want to access or correct. We may need to verify your identity before providing or changing personal information so that we do not disclose it to the wrong person.

How to make a privacy complaint

If you believe we have mishandled your personal information, email support@thephonepeople.com.au with the subject “Privacy concern” and explain what happened and the outcome you are seeking. We will review the concern and respond using the contact details you provide. If the Privacy Act 1988 applies to the matter and you are not satisfied after raising it with us, information about lodging a privacy complaint is available from the Office of the Australian Information Commissioner.

What not to submit

Do not send device passcodes, account passwords, payment-card details or unnecessary sensitive information through website forms or email.

Changes to this notice

We may update this notice when our systems, service providers or information-handling practices change. The latest version will be published on this page.