Privacy Policy

This Privacy Policy describes how (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information when visiting our website

  • Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
  • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels, chat, voice calls and video calls.
  • Disclosure for a business purpose: shared with our processor Shopify, our Telstra wholesale partner, our logistics partner and our CRM platform.

Order information when purchasing

  • Examples of Personal Information collected: your Senior's and your name, billing address, shipping address, address where the phone will be located, payment information (including credit card numbers), email address, phone number, date of birth, gender and previous mobile phone account number and name, and location of your Senior. 
  • Purpose of collection: to provide products or services to you to fulfil our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, manage your Seniors new number, port over their old mobile number, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. We also collect your Senior's location in case of emergency and share this with Emergency services and the users you have defined as Emergency Contacts in the BigPurplePhone Family& Friends App.
  • Source of collection: collected from you and GPS data.
  • Disclosure for a business purpose: shared with our processor Shopify, our Telstra wholesale partner, our logistics and our CRM platform Zoho, and Stripe payment gateway.

Prepaid Mobile Phone Account Information

ID Verification laws: As at 1 July 2022, the Australian Government now requires us to verify customers' identity for prepaid services as regulated by the Australian Communications and Media Authority. See the link to the ACMA website here for more information on what is required of us.

ID checking helps to stop scammers from SIM jacking. SIM jacking is when a nefarious actor gains control of someone's phone number and tricks a carrier into transferring it to a new phone. The ACMA states will also require a visual ID check for number porting.
  • Examples of Personal Information collected: Mobile phone account holders name and date of birth, Photo ID, supporting ID document showing address, your Senior's and your name, email address, date of birth and contact numbers. If porting a number over from another provider we will also ask for a previous phone bill and date of birth of the previous account holder.
  • Purpose of collection: To comply with ACMA Identification, and to identify customers requesting support. Because we are often selling a phone to an account holder who gifts the phone to their Senior Loved One we take exta care to make sure we understand who is using the phone.  We also understand that identifying some seniors is difficult due to cognitive decline, and that there are sometimes many family members involved in caring for your Senior Loved One.
  • Source of collection: collected from you
  • Disclosure for a business purpose: Shared with our CRM provider for the purpose of managing our service to you
  • How data is stored, deleted and retained: Your ID documents, supporting ID, previous phone bill and application form are deleted within 7 days of your account onboarding process being completed. 

Customer support information

  • Examples of Personal Information collected: your Senior's and your name, names of other contacts in your Senior's Family & Friends network, addresses, email address, photo and phone number. 
  • Purpose of collection: to provide a link to download the BigPurplePhone Family& Friends App, to provide customer service and emergency contact, to provide access for you and your family members to thBigPurplePhone
  • Source of collection: collected from you, your Family & Friends network and GPS data.
  • Disclosure for a business purpose: emergency services, shared with our processor Shopify, our Telstra wholesale partner, our logistics and our CRM platform Zoho, and Stripe payment gateway.

The Site is not intended for individuals under the age of 13. We do not intentionally collect Personal Information from children however, children may be added within the Family&Friends network which will include their name, photo and mobile number. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.

Sharing Personal Information

We only share your Personal Information with service providers to help us provide our services and fulfil our contracts with you, as described above. For example:

  • We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here:
  • We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

  • We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: can also opt-out of Google Analytics here:
  • We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at

You can opt out of targeted advertising by:



Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at:

Using Personal Information

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfilment of your order, and keeping you up to date on new products, services, and offers.


    When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

    Your ID documents, supporting ID, previous phone bill and application form are deleted within 7 days of your account onboarding process being completed. We retain a photograph of you and your loved one to assist with identification purposes should it be needed at a later date.

    Automatic decision-making

    We DO NOT engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

    Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

    Services that include elements of automated decision-making include:

    • Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.
    • Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.


      A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

      We use the following cookies to optimize your experience on our Site and to provide our services.

      Cookies Necessary for the Functioning of the Store

      Name Function
      _ab Used in connection with access to admin.
      _secure_session_id Used in connection with navigation through a storefront.
      cart Used in connection with shopping cart.
      cart_sig Used in connection with checkout.
      cart_ts Used in connection with checkout.
      checkout_token Used in connection with checkout.
      secret Used in connection with checkout.
      secure_customer_sig Used in connection with customer login.
      storefront_digest Used in connection with customer login.
      _shopify_u Used to facilitate updating customer account information.

      Reporting and Analytics

      Name Function
      _tracking_consent Tracking preferences.
      _landing_page Track landing pages
      _orig_referrer Track landing pages
      _s Shopify analytics.
      _shopify_s Shopify analytics.
      _shopify_sa_p Shopify analytics relating to marketing & referrals.
      _shopify_sa_t Shopify analytics relating to marketing & referrals.
      _shopify_y Shopify analytics.
      _y Shopify analytics.


      The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

      You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

      Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as

      Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

      Do Not Track

      Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.


      We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.


      For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at or by mail using the details provided below:

      10 Walker Street, Bowral NSW 2576

      Last updated: 18th April 2023


      If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority here: