Make a complaint or a privacy request

If you are not happy with our service, or you want to see or correct the personal information we hold about you, contact us. This article tells you how, how long we take to reply, and where to go if we cannot fix the problem.

How to contact us

• Email: support@itsolver.net
• Phone: 07 3123 6000
• Mail: PO Box 785, Agnes Water Qld 4677

We answer Monday to Friday, during business hours in Brisbane.

Our legal name is IT Solver Pty Ltd as trustee for the Mac Pac Trust. Our ABN is 88 176 343 673.

Make a complaint about our service

1. Email or phone us. Use the details in How to contact us.
2. Tell us what went wrong and when it happened.
3. Tell us the result that you want.

It helps if you include your business name, and invoice or ticket numbers if you have them.

We reply within 10 business days and try to resolve the matter quickly.

If we cannot resolve it, you can contact the Office of Fair Trading Queensland. For consumer and minor civil disputes, you can also apply to the Queensland Civil and Administrative Tribunal (QCAT).

For a question about a charge on an invoice, see Ask about a charge or get a refund.

See or correct your personal information

You can ask for a copy of the personal information we hold about you. You can also ask us to correct it.

1. Email, phone or write to us. Use the details in How to contact us.
2. Tell us which information you want to see or correct.

We check who you are before we give out account details or make a change.

We do not charge a fee. We reply within 30 days. If we refuse a request, for example because the law allows or requires us to, we tell you why and how to complain.

You can update many details yourself in the dashboard. See Change your billing details and invoice recipients and Change the email address you sign in with.

Make a privacy complaint

If you think we have not handled your personal information properly, contact us. We reply within 30 days. If you are not happy with our reply, contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992.

How we handle your information

• Overseas storage: some of our suppliers store or process information outside Australia, mainly in the United States, and also in New Zealand and in other countries where our network security supplier runs its network. We take reasonable steps, such as contract terms and encryption, to make sure they protect it.
• AI: we use AI tools to sort and summarise support tickets, draft replies and notes, and summarise call transcripts. A person at IT Solver reviews any decision about your services, billing or account.
• Phone calls: we record and transcribe phone calls for quality, training and our records. If you ask, we can turn off recording and transcription during the call.
• Dashboard logs: we keep diagnostic logs to find and fix dashboard problems. We do not add third-party analytics or session replay scripts to the dashboard. The Privacy Policy tells you how long we keep these logs.
• Records: we keep tax and accounting records for at least 5 years, as Australian tax law requires.
• Data breaches: if a breach is likely to cause serious harm, we tell the people affected and the OAIC.

We do not sell personal information.

Our terms and policies

• Privacy Policy
• Customer Terms
• Service Terms
• Warranty and Repairs

Examples

A job was not finished the way you agreed

Email support@itsolver.net. Say what was agreed, what happened and what you want us to do. We reply within 10 business days. If we cannot agree on a fix, contact the Office of Fair Trading Queensland.

A former staff member asks what you hold about them

Information in your Microsoft 365 or Google Workspace belongs to your business. When we manage those accounts, we act for your business and access personal information only to do the work you ask for, so the person should ask your business for it. If they ask IT Solver for the personal information that IT Solver itself holds about them, such as support tickets or call recordings, we reply within 30 days.

You do not want a phone call recorded

At the start of the call, ask us to turn off recording and transcription.

Your business address on invoices is wrong

An Owner, IT manager or Billing only member can update it in the dashboard. See Change your billing details and invoice recipients. If you cannot change it there, email us.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.