Aftershock PC Pty Ltd – Privacy Policy

1. Who We Are

Aftershock PC Pty Ltd (ABN 35 622 835 296) (Aftershock PC, we, us, our) respects your privacy and is committed to safeguarding the personal information of our customers and website visitors. We manage personal information in an open and transparent way and comply with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth).

This Privacy Policy explains what personal information we collect, how we use and disclose it, and how you can access and correct it or make a complaint.

2. What Personal Information We Collect

The types of personal information we collect can include:

• Identification and contact details: name, email address, phone number, postal address.
• Order, delivery and warranty details: order history, delivery instructions, RMA/warranty claims.
• Payment information: payment method details (note: card data is processed by our payment providers and not retained in full by us).
• Communications and support records: emails, web forms, live chat, phone call recordings (with notice and consent), support tickets, internal notes and summaries.
• Marketing preferences: subscriptions, opt-ins/opt-outs.
• Website and analytics information: cookies, device/browser details, IP address, pages visited, referring sites.
• Publicly available information: social media posts or reviews mentioning Aftershock PC related to our products or services.
• Preference and configuration information: build preferences, performance or noise targets, usage scenarios.

We generally collect personal information directly from you (for example, at checkout, account creation, warranty forms, surveys, or when you contact support). We may also collect information from publicly available sources (such as public social media posts) where it is reasonably necessary for our customer service, complaint handling, safety or risk management activities (see Section 5.3).

3. Why We Collect Personal Information (Primary Purposes)

We collect, use and disclose personal information where reasonably necessary for our business functions, including to:

• Process and fulfil orders.
• Arrange shipping, delivery, returns and warranties.
• Provide customer service and technical support.
• Manage repairs, recalls and product notifications.
• Monitor and respond to feedback or issues you raise about us, including on public channels such as social media.
• Maintain and improve our products, services and website.
• Handle enquiries, complaints and disputes.
• Undertake service quality assurance, including internal training, coaching and auditing of support interactions.
• Comply with our legal and regulatory obligations.

These activities form the primary purpose for which we collect your personal information.

4. Optional Uses (With Consent or As Permitted by Law)

• Direct marketing (APP 7): where you have consented or it is otherwise permitted by law. You can opt out at any time.
• Surveys, promotions and events: where you choose to participate.
• Security, fraud prevention and risk management.
• Service improvement, analytics and training: to analyse how our services are used, improve processes, and provide training and coaching.
• Developing and improving internal tools and AI systems: using de-identified or minimised copies of communications and support records.

We will not use your personal information for unrelated secondary purposes without your consent, unless required or authorised by law. If you do not want your personal information used for direct marketing, you can opt out at any time (see Section 7). Other internal uses that are reasonably necessary to provide and improve our services, manage risk, or meet legal and tax obligations generally cannot be individually opted out of.

5. How We Use Your Information to Provide Support

5.1 Service and Support Outreach (Primary Purpose)

As part of providing customer service and support, we may use the contact details you have provided to:

• Provide updates on your order, delivery and service status.
• Respond to enquiries, complaints or issues you have raised.
• Help resolve product or service concerns and ensure satisfaction.
• Follow up after we believe an issue may not yet be fully resolved.

5.2 Respecting Channel Preferences

Our goal is to provide prompt and effective support. By default, our primary communication method is phone calls, as this allows our team to resolve most issues more quickly and accurately. If we are unable to reach you by phone, or if a matter requires written follow-up, we may continue the conversation via email or support ticket.

You may tell us if you prefer a different communication channel, and we will respect that preference wherever reasonably practicable. If you ask us not to call you, we will record that request and communicate through your preferred channel (for example, by email), subject to any essential notices we are required to provide by law or for safety or recall reasons. This section relates to support and service communication only and does not affect your marketing communication preferences under Section 7.

5.3 Responding to Public Reviews or Social Media Posts

We may monitor and respond to public feedback about our business (for example, reviews or public social media posts that mention Aftershock PC). Where it is reasonably apparent that a post relates to your order or interaction with us, we may:

• Respond publicly on that platform to invite you to contact our support team or move the discussion to a private channel.
• Where we can confidently link the post to an existing customer record, use the contact details you previously provided to reach out directly and offer assistance.

We will not circumvent privacy settings, access private accounts, or use third-party tools to obtain non-public information.

6. Call Recordings

If we record a telephone call, we will notify you at the outset and proceed only with your consent (subject to applicable State or Territory surveillance laws). Recordings may be used to document support, for quality assurance, training, coaching, or investigating complaints.

7. Direct Marketing (APP 7)

We will only send you marketing communications (including SMS) with your consent or as permitted by law. Every marketing email or SMS will include an unsubscribe or opt-out method. Opting out of marketing will not affect important service communications (for example, about your order, warranty, safety, or recalls). You can also update your preferences by contacting privacy@aftershockpc.com.au.

SMS Marketing Consent

Where you have expressly provided your mobile number for marketing, we may send you promotional SMS messages about our latest products, services, and offers. Every SMS will include a clear opt-out link or instruction. You may withdraw consent or request deletion of your SMS data at any time by contacting sales@aftershockpc.com.au.

8. Cookies and Website Analytics

We use cookies and similar technologies to operate our website, remember preferences, and perform analytics to improve customer experience. Analytics data may be used in de-identified or aggregated form to help us understand performance, improve our site, and develop new features.

9. Disclosure to Third Parties

We may disclose personal information to:

• Payment processors, banks, and fraud-prevention providers.
• Logistics and service partners (couriers, repair centres, warranty providers).
• IT, hosting, analytics and customer support platforms.
• Professional advisers (legal, accounting, insurance).
• Regulators and law enforcement, where required or authorised by law.

All service providers are required to handle information in accordance with the Privacy Act and this Policy.

10. Overseas Disclosures (APP 8)

Some service providers may be located outside Australia. We take reasonable steps to ensure any overseas recipients protect your data consistent with the APPs, including via contract or appropriate technical and organisational safeguards.

11. Access and Correction (APP 12 & 13)

You may request access to personal information we hold about you, including call recordings. Requests can be made by emailing privacy@aftershockpc.com.au. If correction is needed, we may ask you to verify your identity and assist us in locating the relevant record. Where we cannot meet a request, we will explain why (for example, legal or security reasons).

12. Anonymity and Pseudonyms (APP 2)

Where reasonable and practicable, you may interact with us anonymously or under a pseudonym. However, for orders, deliveries, warranties, and account support, we usually require verified details.

13. Data Security (APP 11)

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Within Aftershock PC, access is limited to staff who need it to perform their role. If we become aware of a data breach likely to result in serious harm, we will notify affected individuals and the OAIC under the Notifiable Data Breaches scheme.

14. Data Retention and Deletion

We retain personal information only for as long as needed for lawful purposes. When no longer required, we will take reasonable steps to de-identify or securely destroy the data. You may request deletion; where we are legally required to retain records, we will restrict use to compliance purposes. Because we use multiple systems and backups, the complete removal of all historical copies may not be technically possible. In such cases, remaining copies will be protected and used only where required or authorised by law. De-identified or aggregated data may be retained for analytics, reporting and service improvement.

15. Use of Information for Training, Quality Assurance and AI Systems

• Review and analyse communications and support records for quality assurance and improvement.
• Create de-identified datasets for analytics and training.
• Use de-identified or minimised datasets to develop internal tools, including those using AI or machine learning to assist staff.

Where practicable, data will be de-identified before use. We will not upload personal information into public AI tools unless legally justified and privacy-safe.

For queries, contact privacy@aftershockpc.com.au.

16. Complaints and How We Handle Them (APP 1.6)

If you have privacy concerns, please contact us using the details below. We will:

• Acknowledge your complaint.
• Investigate and respond within a reasonable period (generally within 30 days).
• Provide information about actions taken or reasons if no action is required.

Privacy Officer – Aftershock PC Pty Ltd

• Email: privacy@aftershockpc.com.au
• Post: 400 Dynon Rd, West Melbourne VIC 3003

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5218, Sydney NSW 2001

17. Changes to This Privacy Policy

We may update this Policy from time to time. The latest version will always be available on our website. Where a change is material, we will take reasonable steps to notify you (for example, by website notice or email).