Surveillance Notice

Our role in surveillance systems.

Last updated: 25 April 2026 Version 1.0 (draft)
Draft content — pending legal review. This document is currently in draft and has not yet been reviewed by a qualified Australian solicitor. It is provided in good faith to describe our current practices, but should not be treated as a final or legally binding statement. For questions, contact 1300 625 536.
Scope of this notice This notice describes the role of Mallen Services Pty. Ltd. in relation to surveillance systems we install and maintain on behalf of our clients. It is not legal advice and does not describe your obligations as an operator of CCTV, alarm, or access-control systems at your own premises. For your own compliance requirements, consult a qualified solicitor or the NSW Information and Privacy Commission.

01Our role

Mallen Services is a security systems integrator and IT service provider. We design, install, commission, and maintain electronic security systems — including CCTV, access control, intercoms, and alarm systems — on behalf of client organisations who operate those systems on their own premises.

We hold Master Security Licence 000105997 issued by NSW Police, which authorises us to provide security installation and consulting services in New South Wales.

02We do not store client footage

Mallen Services does not operate centralised cloud storage for client CCTV footage. Video recordings from systems we install are stored on equipment located at the client's premises (for example, on-site Network Video Recorders) or within cloud storage arrangements contracted directly between the client and their chosen cloud provider.

This means:

  • The client, not Mallen Services, is the controller of surveillance footage from their site
  • Retention periods, access controls, and disclosure decisions regarding footage are determined by the client
  • Requests for footage (for example, from police or insurers) should be directed to the client organisation, not to Mallen Services

03When we may access client systems

In the course of providing monitoring and maintenance services, Mallen Services staff may access client surveillance systems. This access is limited to:

  • Device-level status and health monitoring (whether a camera is online, disk wear on an NVR, firmware versions, network connectivity) — we do not routinely view or retrieve footage content
  • Troubleshooting specific faults identified by our monitoring or reported by the client — for example, diagnosing why a camera has gone offline
  • Assisting the client in retrieving footage when specifically requested by an authorised representative of the client
  • Scheduled software updates and configuration changes agreed with the client

All such access is authenticated, logged, and subject to our internal access controls.

04Technical data we do collect

Through our monitoring platforms (Zabbix for network and infrastructure, SyncroMSP for endpoints, plus custom integrations for alarm panels and access controllers), we collect technical data about client systems, including:

  • Device uptime, status, and performance metrics
  • Network traffic levels and connectivity information
  • Hardware health indicators (disk, memory, temperature)
  • Firmware and software version information
  • Event and error logs from managed devices

This technical data is not surveillance footage and does not include the content of recordings. It is retained for the duration of the client relationship plus a reasonable period for historical troubleshooting, in line with our Privacy Policy.

05Biometric and facial recognition data

Some modern CCTV and access control systems we install are capable of biometric analysis, including facial recognition. Where these capabilities exist on systems we install:

  • The decision to enable biometric features is made by the client, not by Mallen Services
  • Biometric templates and matching data, where collected, are stored within the client's own system infrastructure — not transferred to Mallen Services
  • We recommend clients consult legal advice before enabling biometric features, given the sensitive-information classification of biometric data under the Privacy Act 1988 (Cth)

06Compliance framework

Our operations are conducted in accordance with:

  • Master Security Licence 000105997 (NSW) — our primary authorisation to provide security services, including associated conditions and obligations
  • Privacy Act 1988 (Cth) and Australian Privacy Principles — governing personal information we handle
  • Surveillance Devices Act 2007 (NSW) — which regulates the use and installation of surveillance devices
  • Workplace Surveillance Act 2005 (NSW) — which governs our clients' workplace surveillance practices (while we install the systems, the client is the operator)
  • AS 4806 series standards — Australian Standards for closed-circuit television systems

07Requests and queries

For queries about:

Personal information Mallen Services holds about you
See our Privacy Policy and contact the Privacy Officer.
Surveillance footage of you or your property
Contact the operator of the site where the footage was captured (this will typically be the building owner, business operator, or property manager — not Mallen Services).
Our licensing, accreditation, or technical capabilities
Contact us on 1300 625 536 or via the contact section of our website.

08Changes to this notice

We may update this notice from time to time, particularly if our operating model changes (for example, if we begin offering managed cloud video storage services). When we do, we will update the "Last updated" date at the top of this page and notify active clients of material changes.

Mallen Services Pty. Ltd. · ABN 66 630 719 970 · Master Security Licence 000105997 (NSW)