Privacy Policy

Effective 26 August 2026

This policy explains how Mertel Pty Ltd (ABN 88 644 567 019), trading as Better Broadband ("we", "us"), of Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210, handles personal information collected through this website and in store. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). We've kept it in plain English on purpose. Our NBN Service Terms cover the service itself.

1. What we collect

• Availability and enquiry forms — your name, phone number, email (optional), the address you want connected, the plan you picked, whether you want the Unlimited Call Pack, and anything you type in a message box.
• When you become a customer — the same details, plus what we need to bill you and keep your service running.
• Website usage — see cookies and tracking below. There is no account to create and no payment details are collected on this website.

We only ask for what we need to check your address and call you back. You can always call 1300 100 103 or visit the store instead of using a form.

2. How we use it

Form submissions are emailed straight to our shop inbox so we can call or email you back — confirm what your address supports, quote the right plan, and arrange the connection. That is what the information is for. We do not sell personal information, and we do not add you to marketing lists you didn't ask for.

Separately from that email we record an anonymised tally of enquiries — the plan asked about and the ad campaign it came from, never your name, phone, email, address or message — so we can see which pages and ads are working. That tally is automatically deleted after two years.

3. Who we share it with

• Our wholesale network partner and nbn co — once you go ahead, your name, contact details and connection address are passed on as needed to check what's available at your premises, order the connection, and manage faults. Nothing more than the service needs.
• Cloudflare hosts this website, processes form submissions at its edge network, and runs the bot check on our forms (which sees your IP address).
• Resend, a transactional email provider, delivers your form submission to our inbox.

These providers receive only what's needed to do their job. We don't otherwise disclose personal information unless the law requires it. Some providers — our website host and our email provider — process data on servers located overseas, including in the United States.

4. Cookies and tracking

This site runs no analytics, no advertising pixels and no tracking cookies. Two things are stored in your browser and neither identifies you:

• A short-lived note in your browser's session storage of which ad or referring site brought you here, so an enquiry can be matched to the campaign that produced it. It's cleared when you close the tab and contains no personal details.
• Cloudflare Turnstile, the bot check on our forms, sets its own token so it can tell a person from a script. It is not used to track you across sites.

5. How long we keep it

Enquiry emails stay in our business inbox for as long as we need them to serve you and meet our record-keeping obligations. The anonymised enquiry tally is deleted automatically after two years. Customer and billing records are kept as required by Australian tax law.

6. Security

The website is served over HTTPS and form submissions travel encrypted. No card details are ever collected by this website. No system is perfectly secure, but we limit what we collect so there's little to lose.

7. Access, correction and complaints

You can ask us at any time what personal information we hold about you, and ask us to correct or delete it — call 1300 100 103, or drop into the store at Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210. If you're not happy with how we've handled a privacy concern, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992. Complaints about the service itself go through the process in our service terms.

8. Changes to this policy

If we change this policy, the current version will always live at this page with an updated effective date.

Questions? Call 1300 100 103 or visit us at Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210.