Last updated: August 4, 2026

This Privacy Policy explains how Virtutech ("Virtutech", "we", "us" or "our") collects, uses, discloses and protects personal information through the Virtutech HelpDesk (the "Service"), available at https://helpdesk.virtutech.com.au.

The Service is a client support portal used to submit and track support tickets, request travel access approval, receive secure one-off information from our technicians, and manage your own account. We are committed to handling personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

What This Policy Does Not Cover

To be clear about the scope of this policy, the Service does not:

• sell, rent or trade your personal information to anyone;
• send marketing, promotional or advertising communications of any kind (by email, SMS, or otherwise);
• offer live chat, forums, or any feature where your information is visible to other users; or
• process purchases, payments, or any e-commerce transaction.

Any information collected is used solely to provide and support the helpdesk services described below.

Information We Collect

Account Information

When your organization sets up your HelpDesk account, or when you register yourself, we collect your name, email address, and (where provided) phone number. This is used to identify you, secure your account, and let our technicians contact you about your support requests. This information is not used for marketing nor shared with partners without explicit permission.

Signing In With Microsoft

If you choose to sign in using your organization's Microsoft account, Microsoft shares your name and email address with us to create or match your HelpDesk account. We do not receive your Microsoft password, and we do not access your mailbox, files, or any other Microsoft 365 data as part of this sign-in.

Support Tickets

The content of any support ticket you submit, including descriptions, replies, and any files you choose to attach, is stored so our technicians can assist you and so a history of your request is available if you or us need to refer back to it.

Secure Notes

Our technicians can occasionally send or request sensitive information (such as a temporary password) through a Secure Note link. The contents are encrypted and permanently deleted once read or responded to, and are never viewable again by anyone, including us, after that point.

Account Security (Two-Factor Authentication)

If you enable two-factor authentication, we store a security key used to verify authenticator app codes at login. If you use SMS-based verification, we send a one-time code to the phone number on your account; this number is used only to deliver that code, never for marketing.

Technical and Usage Information

Like most websites, our servers automatically log standard technical information when you use the Service, such as your IP address, browser type, device type, and the pages you visit. This is used only for security, troubleshooting, and keeping the Service running reliably, we do not use it to build advertising or marketing profiles, and we do not use third-party analytics or advertising trackers.

Cookies

The Service uses a small number of essential cookies, used only to:

• keep you signed in between page loads;
• remember a one-time confirmation or status message after you submit a form; and
• remember your user preferences, if you set them.

These cookies are necessary for the Service to function and are not used for advertising or cross-site tracking. Because they're essential, there's no separate cookie consent tool, you can still block or delete cookies through your browser settings, though parts of the Service (such as staying signed in) won't work if you do.

How We Use Your Information

We use the information described above only to:

• provide, maintain, and secure the Service;
• create and manage your account, and verify your identity when you sign in;
• respond to your support tickets and Travel Access requests;
• send you service-related communications, such as ticket updates, password reset emails, and security codes; and
• investigate and prevent fraud, abuse, or security incidents.

We do not use your personal information for marketing, profiling, or any purpose unrelated to providing the Service.

Who We Share Your Information With

We do not sell your information, and we have no affiliated or related companies to share it with. We only disclose personal information to:

• Service providers who help us run the Service: for example, Microsoft (if you sign in with a Microsoft account), our SMS provider (to deliver two-factor authentication codes), and our hosting provider. These providers only receive the information necessary to perform their specific function and are not permitted to use it for their own purposes.
• Your own organization: your organization's authorized users or account managers may see relevant ticket information as part of their own management of your organization's account.
• Law enforcement or regulators: where we're required to by law, or to respond to a valid legal request.
• A future business transfer: if Virtutech were ever to merge with or be acquired by another company, your information may be transferred as part of that transaction. We'd let you know if this happened.

Where Your Information Is Stored

Our systems are hosted in Australia. Where a service provider we use (such as Microsoft) is based overseas, your information may be processed outside Australia as a result. Where this occurs, we take reasonable steps to ensure it's handled consistently with the Australian Privacy Principles.

How Long We Keep Your Information

We keep personal information only for as long as it's reasonably needed for the purpose we collected it. For example, for as long as your account is active, or for as long as needed to resolve a support ticket and handle any follow-up. Secure Notes are deleted automatically once viewed or responded to. Where we no longer have a reason to keep information, we securely delete or de-identify it, subject to any minimum period we're required to keep records for by law.

Keeping Your Information Secure

We use reasonable technical and organizational measures to protect your information, including encrypted connections, hashed passwords, and access controls limiting who can view your data. However, no method of transmission or storage is completely secure, and we can't guarantee absolute security.

Your Rights

You can ask us to access, correct, or delete the personal information we hold about you at any time. Much of your own account information can be viewed and updated directly from your Account settings. For anything else, contact us using the details below and we'll respond within a reasonable time.

Children's Privacy

The Service is intended for use by employees and contacts of our business clients, not by children. We do not knowingly collect personal information from anyone under 18. If you believe a child has provided us with personal information, please contact us and we'll remove it.

Links to Other Websites

Some Knowledgebase articles or ticket responses may link to third-party websites (for example, Microsoft's own account security page). We aren't responsible for the privacy practices of any site we don't operate, and we encourage you to review the privacy policy of any site you visit.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes to the Service. We'll update the "Last updated" date above whenever we do, and for significant changes we'll take reasonable steps to let you know.

Contact Us and Complaints

If you have a question, or a complaint, about how we handle your personal information, please contact us first:

• By mail: Virtutech, Level 3, 22 Horne Street, Elsternwick VIC 3185, Australia

We'll do our best to resolve any concern directly. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.