Privacy Policy
How we handle your personal information — explained in plain English.
The Short Version
Your Privacy Matters to Us
We’re Nowra IT Support (ABN 59 766 016 043), a mobile IT support business based in the Shoalhaven region of New South Wales. We visit your home or business to fix computers, set up networks, remove viruses, and help with technology — and in the process, we may collect some of your personal information.
This privacy policy explains what information we collect, why we collect it, how we store it, and what your rights are. We’ve written it in plain English because we believe you shouldn’t need a lawyer to understand how your data is handled.
This policy applies to our website (nowraitsupport.au), our booking system, and the IT support services we provide in person and remotely across Nowra, Bomaderry, Berry, Shoalhaven Heads, Culburra Beach, Huskisson, Vincentia, and the wider Shoalhaven.
What We Collect
Information We May Gather
When you contact us or book a service — Your name, phone number, email address, home or business address, and a description of the issue you need help with. We collect this so we can schedule your appointment, contact you about your booking, and arrive at the right location.
During a service visit — Details about your devices, software, network configuration, and the technical issues we diagnose and resolve. We may also note passwords you share with us to complete the work (such as your WiFi password or email login). We only use these to perform the service you’ve requested and we encourage you to change any passwords you’ve shared after we’re done.
When you visit our website — Standard technical information that all websites collect automatically, including your IP address, browser type, device type, pages visited, and how you found us. We also use cookies and tracking tools (explained in detail below). You don’t need to give us your name or any personal details just to browse our site.
When you leave a review or testimonial — Your name and the content of your review. We may display your first name and suburb alongside your feedback on our website or marketing materials. We’ll always ask your permission before using a testimonial.
Why We Collect It
How We Use Your Information
We use the information we collect to provide and improve our IT support services. Specifically, we use it to schedule and carry out service appointments, contact you about your booking or follow up after a visit, diagnose and resolve your technical issues, keep a record of work completed on your devices (so we don’t have to start from scratch next time), send you invoices and process payments, improve our website and understand how people find us, and run advertising campaigns to reach other locals who might need IT help.
We will never sell your personal information to anyone. We will never share your details with telemarketers. We will never use your information for anything unrelated to providing you with IT support or improving our services.
Our Use of AI
How We Use Artificial Intelligence
We’ll be straight with you — we use AI tools a lot. They help us research technical problems, diagnose issues, evaluate solutions, generate invoices, build this website, write marketing content, and generally run a one-person business that punches well above its weight. AI is a core part of how we work, and we think you deserve to know exactly how.
Your basic details go through AI. When we generate your invoice or handle admin, your name, address, business name, and a description of the work we did may be processed by a third-party AI tool (we primarily use Anthropic’s Claude). We use accounts with model training switched off, so your details aren’t used to train AI — they’re processed to produce your invoice and that’s it. This is standard personal information, not sensitive data, and we treat it accordingly.
Your sensitive stuff never goes into AI. We will never upload your passwords, personal files, family photos, business documents, financial records, medical information, or any data from your devices into any AI tool. That line doesn’t move. If it’s on your screen, your hard drive, or your USB stick — it stays between us.
On-site AI scribe. During a service visit, we may use an AI-powered recording tool to capture our conversation. This helps us in two ways: it gives us accurate notes of everything discussed — your requests, concerns, and any decisions made — so nothing gets missed. And it lets us create personalised guides for you afterwards. For example, if we show you how to use a piece of software or walk you through a particular process, we can send you a clear step-by-step summary to refer back to later, instead of you having to remember everything we said.
We always ask before we hit record. Under NSW law (the Surveillance Devices Act 2007), recording a private conversation requires consent from everyone involved. We’ll explain what it’s for and ask your permission before we start. If you’d rather we didn’t record, no worries at all — we’ll take written notes instead and your service won’t be affected.
Every recommendation we make and every fix we apply is checked by a real human technician — that’s Cody. AI helps us work faster and more thoroughly, but it doesn’t replace our judgement and it doesn’t make decisions about your service on its own.
Cookies & Tracking
What Happens When You Visit Our Website
Our website uses a few tools that place small files (called “cookies”) on your device. These aren’t harmful — they help us understand how people use our site and allow us to show relevant ads to people in the Shoalhaven who might need IT help. Here’s exactly what we use and why:
Google Analytics — This tells us things like how many people visited our site, which pages they looked at, and whether they came from Google, Facebook, or somewhere else. It helps us understand what’s working and what isn’t. Google Analytics data is anonymous — we can see that “someone in Nowra visited the virus removal page,” but we can’t see who that person is.
Google Ads — If you clicked on one of our Google ads to reach this site, Google tracks that click so we can see which ads are bringing in enquiries. This helps us spend our advertising budget on ads that actually help locals find us.
Meta (Facebook) Pixel — This allows us to show ads on Facebook and Instagram to people in the Shoalhaven who have visited our website. For example, if you looked at our WiFi troubleshooting page but didn’t call, you might see a reminder ad on Facebook later. You can control this through your Facebook ad preferences at any time.
WhatsApp Chat — Our website has a WhatsApp chat widget that lets you message us directly. When you start a conversation, it opens in WhatsApp using your existing account. We can see your WhatsApp name and phone number, but only what WhatsApp itself shares. Your messages are protected by WhatsApp’s end-to-end encryption. WhatsApp is operated by Meta and is subject to WhatsApp’s own privacy policy.
Most web browsers let you block or delete cookies through their settings. If you’d like help managing cookies or understanding what they do, that’s exactly the kind of thing we teach in our tech training sessions.
Third Parties
Who Else Has Access to Your Information
We don’t sell or trade your personal information. However, some third-party services help us run the business, and they may process limited information on our behalf:
Our booking system — When you book an appointment through our website, your name, phone number, and service details are stored securely on our own server. This data doesn’t leave our system.
Google & Meta — As described above, these platforms receive anonymised website usage data and advertising data. They operate under their own privacy policies, which you can review at policies.google.com/privacy and facebook.com/privacy/policy.
HelpWire — If we provide remote support, we use HelpWire to connect to your computer. This requires your active permission each time — we cannot access your device without you initiating the connection. The session ends when you close the window or disconnect.
Payment processors — When you pay by card, the transaction is handled by our payment processor. We never see or store your full card number.
We may also disclose your information if required by Australian law — for example, in response to a court order or to comply with our obligations under the Privacy Act 1988.
Keeping It Safe
How We Protect Your Information
We take data security seriously — it’s literally what we do for a living. Our website uses SSL encryption (the padlock icon in your browser) to protect data in transit. Our server is hosted on a secure VPS with regular updates and monitoring. Customer records are stored securely and access is restricted to authorised personnel only — which, as a sole-operator business, means only Cody Ward.
Our cybersecurity credentials have been recognised by eBay, SAP, Deutsche Telekom, and Trend Micro. We apply the same security standards to protecting your information as we do to protecting your devices.
No system is 100% secure, and we can’t guarantee absolute security — no honest business can. But we take every reasonable step to keep your information safe and we’ll notify you promptly if we ever become aware of a data breach that affects you.
Your Rights
What You Can Ask Us to Do
You have the right to ask us what personal information we hold about you. You can request a copy of that information at any time. If anything is incorrect, let us know and we’ll fix it promptly.
You can ask us to delete your personal information. We’ll do so unless we have a legal obligation to retain it (for example, financial records we’re required to keep for tax purposes).
You can opt out of marketing communications at any time by replying “stop” to any SMS or clicking “unsubscribe” in any email. We will honour your opt-out within 5 business days, in accordance with the Spam Act 2003.
If you have a complaint about how we’ve handled your personal information, please contact us first — we’d much rather sort it out directly. If you’re not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
The Legal Bit
Australian Privacy Law
Our business operates under Australian privacy law, including the Privacy Act 1988 and the Australian Privacy Principles (APPs). We follow best-practice privacy standards because we think it’s the right thing to do — if you’re trusting us to come into your home and work on your personal devices, you deserve to know exactly how your information is handled.
We also comply with the Spam Act 2003 (governing electronic marketing) and the Australian Consumer Law (governing fair and honest business conduct).
Get in Touch
Questions About Your Privacy
If you have any questions about this privacy policy, want to know what information we hold about you, or need to update or delete your details — just get in touch. We’re a local business run by a real person, and we’re happy to talk it through.
Cody Ward
Nowra IT Support
ABN 59 766 016 043
Phone: (02) 4418 1537
Serving Nowra, Bomaderry, Berry & the Shoalhaven
This policy was last updated on 31 March 2026. We may update it from time to time — when we do, we’ll update the date here. We won’t make major changes without letting existing customers know.