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This policy explains how Novo handles website, application, installation, billing, contract, and support information.
Last Updated: May 29, 2026
This Privacy Policy applies to Novo Communications Limited ("Novo", "we", "us", or "our") and explains how we collect, use, store, disclose, and protect information relating to website visitors, applicants, customers, account holders, and persons who contact us for service, billing, support, complaints, or contract administration.
This policy forms part of Novo's customer information framework for service applications, installation, billing, support, complaints, and account management. It should be read together with Novo's Customer Charter, any applicable service agreement, price schedule, and customer notices we provide.
Depending on the service or interaction, we may collect:
When service is requested, installed, or used, we may collect information reasonably required to deliver and maintain it, including:
When you use our website or digital tools, we may collect IP address, browser or device information, cookies, analytics data, coverage-search activity, page interaction data, and information submitted through online forms.
We use information we collect to:
We do not sell personal information collected for subscription or service delivery purposes to third parties without customer consent. We may, however, disclose or share information where reasonably necessary to:
Where we use third-party providers, we expect them to handle information only for the permitted purpose and with appropriate confidentiality and security measures.
Service-related communications such as billing notices, outage notices, appointment notices, repair updates, complaint updates, and contract communications may be sent by email, telephone, SMS, WhatsApp, bill insert, portal notice, or another reasonable channel.
Marketing or promotional communications may be accepted or declined by the customer, subject to applicable law. You may ask us to stop non-essential promotional messages while still receiving necessary service and account communications.
If Novo provides number-based or directory-based services, customers may request control over publication or non-publication of assigned numbers in accordance with applicable law and our then-current procedures.
We maintain records relating to billing, support, complaints, contract acceptance, and service history for operational, legal, evidential, and regulatory purposes. These records may include the date and time of a complaint, the issue raised, the status of the complaint, actions taken, the resolution provided, and whether the matter was escalated.
Where a service agreement is completed electronically, we may retain the completed contract, customer-facing acceptance record, related communication logs, and the completed copy supplied after execution.
Our website may use cookies and similar technologies to keep pages functioning, understand traffic, improve user experience, and measure the performance of key pages and forms. We may also use third-party tools for analytics, mapping, embedded services, accessibility support, and website operations.
These tools may collect technical information such as browser type, IP address, approximate location, pages visited, referring source, and session behaviour. You can manage cookies through your browser settings, although some website features may work less effectively if certain cookies are disabled.
We retain information for as long as reasonably necessary for the purpose for which it was collected, including service delivery, billing, support, complaint handling, legal compliance, security, fraud prevention, dispute resolution, and business recordkeeping.
Retention periods may vary depending on the type of record, whether the information relates to an active or former account, and whether we are required to keep it longer by law, regulation, audit, tax, complaint, or litigation requirements.
We implement reasonable technical, physical, and organisational measures designed to protect information against unauthorised access, misuse, alteration, disclosure, or loss. No system can guarantee absolute security, but we take protection of customer information seriously and limit access to persons who need it for legitimate business, operational, legal, or support purposes.
Subject to applicable law and reasonable verification, you may ask us to:
Some requests may be limited where we must retain information for billing, security, legal, contractual, fraud-prevention, or regulatory reasons.
If you have a privacy question, want to update your preferences, or wish to raise a complaint about how your information has been handled, please contact us using the details below. We may request enough information to verify your identity before acting on account-specific requests.
If you remain dissatisfied after raising the issue with Novo, you may request internal escalation and may also pursue any remedy available under applicable law or through the relevant regulatory process.