Contact
One address, and deliberately no form.
Everything reaches [email protected]. A form here would put a ticketing product between you and the person who answers, and it would lift your IP address and a browser fingerprint before anybody had read a word you wrote. Your mail client already does the job without either.
That is the commonest reason to write. Name one system, say what takes its backup and where the copy sits, and the answer comes back inside 5 business days. The table below covers every other reason.
Routes
Subject lines, what to include, and how long each takes.
The subject line is not a formality. It is how a small company sorts an inbox without a helpdesk product sitting in front of it.
| Matter | Subject line | Worth including | Response |
|---|---|---|---|
| Putting a system of yours through a drill | Scoping | What the system is, what takes the backup, where the copy lives, and what a successful restore looks like to you | 5 business days |
| Arguing with the premise on the front page | Premise | Where you think the reasoning breaks. This is a genuine invitation and it gets a real answer | 5 business days |
| A fault or an error on this website | Website | The page, the browser, and what you expected to happen | 5 business days |
| A security problem in anything we run | Security | Steps to reproduce, and whether you have told anybody else | Same or next business day |
| A copy of whatever sits under your name | Privacy request | The address the correspondence is filed against | 30 days |
| Fixing something recorded wrongly | Privacy request | The entry that is wrong, and the wording that is right | 30 days |
| Deletion of correspondence we hold | Delete my data | Whichever address the messages came from | 30 days |
| A request about data inside a customer's system | Route my request | Which organisation you believe holds it, if you know | Routed within 5 business days |
| A privacy complaint | Privacy complaint | The episode, roughly when it happened, and the remedy you are after | Logged inside 5 business days, resolved inside 30 |
| Copyright, trade mark or anything legal | Legal | The work, the claim, and how to reach you | 5 business days |
Commitments
What those numbers actually mean.
Five business days
A reply with the answer inside it, written by whoever is going to do the work. Where a question honestly needs longer than a week, the fifth day brings you a date instead of silence.
Thirty days
Australian Privacy Principles 12 and 13 put an outside limit of thirty days on access and on correction. Checking that you are who you say you are happens inside that window, never bolted onto the end of it. Should we say no, the answer is written down, names the ground it rests on, and tells you where to take the argument next.
Same or next business day, for security
A report about a security problem is read before anything else in the inbox. Report something in good faith and you will not be treated as an adversary or threatened with anything, and you will be told what the fix turned out to be. There is no bounty programme, and we would rather say so plainly than let anybody assume one exists.
If your data is inside a customer's system
The customer is the organisation that must respond to you, and our job is to identify it, route your request within 5 business days, tell you that we have, and then help the customer answer. We will not act on a request about a customer's data without that customer's instruction, and the reasoning is set out in the privacy policy.
If we do not satisfy you
The Office of the Australian Information Commissioner hears complaints about companies like this one. Reach it at oaic.gov.au or on 1300 363 992. Lodging costs nothing, needs no solicitor, and needs no agreement from us. Complaints usually land there after the company has had its own month with them, so writing to us first is worth doing even when you expect little from it.
Identity
Who you are writing to.
Legal name
SHIELD DATA SYSTEMS PTY LTD
Entity type
Proprietary company, limited by shares
ACN
696 553 036
ABN
46 696 553 036
ABN status
Active
GST
Registered for GST
Place of business
New South Wales, Australia
Contact
[email protected], the only contact route. No form exists anywhere here, and no telephone number is published
Registers holding this
ACN 696 553 036 sits on the companies register kept by ASIC (Australian Securities and Investments Commission). Look the ABN up on abr.business.gov.au, the Australian Business Register, which also shows whether it is active and whether GST applies. No account, no charge
Service of documents
Service takes effect at whatever registered office ASIC currently records for ACN 696 553 036. Nothing printed on this page substitutes for that address