Privacy Policy

Axiam Networks Ltd ("Axiam", "we", "us", "our") is a New Zealand internet service provider operating at axiamnetworks.com. We are the data controller of the personal information you provide to us.

Questions or concerns about this policy should be directed to our Privacy Officer at [email protected].

Information you provide directly:

• Name, email address, phone number, and date of birth when registering
• Installation address and access notes
• Payment card details (processed and stored by Stripe — we do not store full card numbers)
• Support ticket content and correspondence with our team
• Any other information you voluntarily provide

Information collected automatically:

• IP address and device information when you use our portal
• Log data including pages visited, timestamps, and browser type
• Network usage data associated with your service
• Cookie and session data (see Section 8)

Information from third parties:

• Address verification data from AddressFinder (New Zealand address database)
• Payment confirmation and fraud signals from Stripe
• Network provisioning data from Chorus and Enable (our wholesale providers)

We use your personal information to:

• Provide, activate, and manage your broadband service
• Process payments and generate invoices
• Communicate with you about your account, service status, and invoices
• Schedule and carry out installation appointments
• Respond to support requests and complaints
• Send service-related notifications (planned maintenance, outages, price changes)
• Comply with our legal and regulatory obligations
• Detect and prevent fraud and abuse on our network
• Improve our products and services using aggregated, anonymised data

We will only send you marketing communications if you have opted in to receive them. You may opt out at any time by contacting us or using the unsubscribe link in any marketing email.

We do not sell your personal information. We may share it with:

All third parties we share data with are required to handle it in accordance with applicable privacy laws and our data processing requirements.

We retain your personal information for as long as necessary to provide our services and meet our legal obligations:

• Account data: Retained for the duration of your service and for 7 years after account closure, to meet tax and accounting requirements under New Zealand law.
• Invoices and billing records: Retained for 7 years to comply with the Companies Act 1993 and Inland Revenue requirements.
• Support tickets: Retained for 3 years after resolution.
• Network logs: Retained for up to 90 days for security and fault investigation purposes.
• Marketing preferences: Retained until you opt out or request deletion.

You may request deletion of your personal information at any time. Where deletion would conflict with a legal obligation (such as retaining tax records), we will inform you of the retention period that applies.

We take the security of your personal information seriously. Measures we have in place include:

• All data transmitted between your browser and our portal is encrypted via TLS (HTTPS)
• Passwords are hashed using industry-standard algorithms and are never stored in plain text
• Payment processing is delegated entirely to Stripe — we do not store card numbers
• Access to customer data is restricted to authorised Axiam staff on a need-to-know basis
• Regular security reviews and monitoring of our systems

Despite these measures, no method of transmission over the internet is 100% secure. While we strive to protect your information, we cannot guarantee absolute security. Please notify us immediately if you believe your account has been compromised.

Under the New Zealand Privacy Act 2020, you have the right to:

• Access the personal information we hold about you
• Correct any personal information that is inaccurate or incomplete
• Request deletion of your personal information, subject to our legal retention obligations
• Object to how we are using your information
• Withdraw consent for marketing communications at any time
• Complain to the Office of the Privacy Commissioner if you believe we have breached your privacy rights

To exercise any of these rights, please contact our Privacy Officer at [email protected]. We will respond to your request within 20 working days, as required by the Privacy Act 2020.

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner at privacy.org.nz.

Our portal uses the following types of cookies:

• Session cookies: Required for you to log in and use your account. These expire when you close your browser.
• Security cookies: Used to prevent CSRF attacks and protect your session.
• Live chat cookies: Set by Tawk.to to maintain your chat session and preferences.

We do not use advertising or tracking cookies. You can disable cookies in your browser settings, but this may prevent you from logging in to your account.

Our portal and website use the following third-party services, each of which has its own privacy policy:

• Stripe — payment processing
• Tawk.to — live chat support
• AddressFinder — NZ address verification
• Google Fonts — web fonts (loaded from Google CDN)

We are not responsible for the privacy practices of these third parties. We encourage you to review their respective privacy policies.

Our services are intended for adults aged 18 and over. We do not knowingly collect personal information from individuals under 18. If you believe a child has provided us with personal information, please contact us immediately and we will take steps to delete it.

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of significant changes by email and by updating the "Last updated" date at the top of this page.

Your continued use of our services after the effective date of any changes constitutes acceptance of the updated policy.

For any privacy-related questions or to exercise your rights, contact our Privacy Officer: