1. Introduction
Protecting your privacy is important to Smart 247 Roadside Assistance.The following charter will help you understand how to collects, uses, vehicle, discloses, holds and safeguards your personal information in accordance with the Australian Privacy Principles and the Privacy Act 1988 (Cth).
2. Collection of personal information
What sort of personal information do we collect and hold?
The personal information we collect and/or hold about you and other individuals (such as a co-insured/borrower or a spouse, partner or children) can include: contact details, such as names, addresses, telephone numbers, email addresses and dates of birth; vehicle details such as your vehicle type and registration; property details; details of your previous insurance; salary and personal finances; information contained in call recordings; credit card and bank account details; and information related to your usage of Smart 247 Roadside Assistance products and services. In limited circumstances, Smart 247 Roadside Assistance may also collect your tax file number. Smart 247 Roadside Assistance deals with tax file numbers in accordance with specific guidelines contained in the Privacy Act.
Anonymity and Pseudonymity
Wherever possible we will give you the option of dealing with us anonymously or by pseudonym.
Why do we collect and hold personal information?
If you want to apply for or take advantage of our products or services, it will be necessary for us to collect some personal information from you. In addition, when you purchase a renewable Smart 247 Roadside Assistance product you automatically qualify for Smart 247 Roadside Assistance membership. We only collect the information that we need to provide products and services, administer yourmembership,monitor our compliance with our obligations and satisfy our legal obligations.
How do we collect personal information?
We collect information directly from you in various ways, including: over the phone; in person; over the internet and in writing. Occasionally we need to ask a third party to provide information to us about you.
Log information, cookies or web beacons
Smart 247 Roadside Assistance uses standard web browser features called “cookies” or web beacons to help us improve your experience. We or our service provider(s) may also use cookies (small text files stored in a user’s browser) or web beacons (electronic images that allow the website to count visitors who have accessed a particular page and to access certain cookies) to collect aggregate data. You may choose to disable cookies in your browser or use security software to prevent the storage of cookies. However if you disable cookies, we may not be able to fulfil your request or provide you with an appropriate level of service in some areas.
3. How we use your personal information
To provide you with the products and services you want
We use your information to process your application and provide the products and services you have requested. To do this we may need to share your information within Smart 247 Roadside Assistance to perform administrative functions such as receipting, billing and handling complaints. All Smart 247 Roadside Assistance businesses comply with this privacy charter.
To deal with enquiries and complaints
We may need to collect your personal information to answer an enquiry you make or respond to a complaint made by you in respect of a product or service.
To provide you with information about SMART 247 products and services which we believe may interest you
Smart 247 Roadside Assistance may use your information to tell you about other products and services, discounts, special offers, competitions and invitations to special events that we think might benefit you. Where Smart 247 Roadside Assistance sends you an offer relating to the products and services of other organisations, we keep control over your information. We do not give, rent or sell your information to other organisations so that they can direct market to you.
Declining product offers (‘Opt-Out’)
We recognize the importance of providing you with choices by giving you an easy means to ‘Opt Out’ from receiving marketing offers. Let us know if you do not want to receive these offers by contacting us on 0423 404 982; managing your email preferences by logging in to the My Membership Portal; or by visiting an Smart 247 Roadside Assistance shop.
Your feedback is important to us
Smart 247 Roadside Assistance may contact you from time to time in order to seek your opinion on how we do things and on road safety and motoring related issues.
Other purposes
Where we need to use your information for any other purpose, we will let you know about this at the time we collect your personal information or as required or permitted by law.
4. Who we disclose your personal information to
Unless we have told you otherwise at the time of collection or subsequently, or a legal exception applies, We will only disclose your personal information in relation to the particular purpose for which it was collected.
Business Partners
In some cases, we work with other parties so that we can bring you quality products and services more efficiently. Where we do this, you will be informed prior to the collection of your information, or as soon as practicable thereafter, of how Smart 247 Roadside Assistance and our business partner will collect, use and disclose your information.
Contractors
Sometimes Smart 247 Roadside Assistance contracts with other parties to provide services on our behalf. Where we do this, we will take reasonable steps to protect the privacy of any information that we need to disclose to them .
Disclosing your personal information overseas
In very limited circumstances we may disclose your personal information to third parties overseas who provide services to us. Where we need to disclose information to entities located in countries outside Australia, we will take all reasonable steps to ensure that our contracts contain an obligation for these entities to comply with Australian privacy laws.
Other disclosures of information
Smart 247 Roadside Assistance may also (as permitted or required by the Privacy Act) disclose personally identifying information if Smart 247 Roadside Assistance determines that disclosure of such information is: required by law; or reasonably necessary to protect the rights, property, or safety of Smart 247 Roadside Assistance , its users, or other persons or entities; or otherwise allowed or required under the Privacy Act.
Sharing non-personal information
Smart 247 Roadside Assistance may share non personal, aggregate, or summary information about you with our business partners or other third parties.
Location-based services
To provide location based services in our Smartphone apps, Smart 247 Roadside Assistance and its partners and licensees may collect, monitor, store, use and share location data, including the real-time geographic location of your Smartphone.
5. Security of personal information
We use technology, documented employee procedures and internal monitoring to help ensure that your information is protected and secure. We only allow access to those employees and contractors who need it to conduct their business responsibilities. Our employees and contractors are legally bound to keep your information confidential. The personal information that we hold on the Smart 247 Roadside Assistance online sites is protected through the use of encrypted passwords and storage on secure servers which are housed in controlled environments to protect against loss, misuse or alteration of your information collected at Smart 247 Roadside Assistance .
How long do we keep information?
We will keep information for as long as it is necessary to service your account or to continue to provide products and services you have requested. We may also retain information about you or a related party if you cease to be our member.
Our employees and training
We provide training and communications programs designed to educate employees about the meaning and requirements of the Privacy Act and this Smart 247 Roadside Assistance privacy charter.
6. Information quality and your rights of access and correction
Quality
We use technology, documented employee procedures and internal monitoring to help ensure that your information is accurate and kept up-to-date.
Access
For security purposes, when you contact us to request access to your personal information, you will need to provide us with enough information to enable us to verify your identity. Depending on the nature of your request, we may ask you to complete a form and in some cases, as permitted by law we may charge you a service fee for providing this information. Where we charge a fee, this will be to cover costs such as postage or materials involved in providing you with access to your information. We will inform you of any relevant charges at the time of your request.We will generally provide you with access to your personal information that we have about you, but sometimes that will not be possible, in which case, we will give you a written notice explaining why.
Correction
If you believe that any information we hold about you is inaccurate we ask that you contact us to let us know. You can call Smart 247 Roadside Assistance on 0423 404 982. We will take reasonable steps to correct your information, but if we don’t correct your personal information we will give you a written explanation as to why.
7. How to complain about a possible breach of privacy
If you believe that Smart 247 Roadside Assistance has breached your privacy or you have any questions in relation to this privacy charter you can: email us at sales@smart247.com.au; contact us on 0423 404 982; or write to us at: Smart 247 Roadside Assistance, 40, eucumbene Drive, Berwick, VIC, 3806. We will promptly acknowledge your complaint, investigate it and determine the steps we will undertake to resolve your complaint within a reasonable time. We will contact you if we require any further information and will provide you with our determination once it is made. If you are unhappy with our determination you can take the matter to the Information Commissioner. Further information about the complaints to the Information Commission can be found here: http:// www.oaic.gov.au/privacy/ privacy-complaints
8. Revisions of this privacy charter
We may change this charter from time to time. If we do so, we will place a notice on our website. Please check for updates and changes.