About this privacy notice
This Privacy Collection Notice lets you know how RACQ Operations Pty Ltd (ABN 80 009 663 414) and Automotive Assistance Services Pty Ltd (ABN 42 130 999 709) (‘RACQ’, ‘we’, ‘us’, ‘our’) collect, use and disclose personal information about RACQ Assistance members and customers in the course of providing roadside, car, mechanical and autoglass, and international driving permit services.
We refer to people who hold eligible Assistance products as our “members”. We refer to others (non-members) to whom we supply services and products as our “customers”.
“Personal information” means information or an opinion about an individual who is identified, or who can reasonably be identified from the information.
To find out more about how RACQ handles personal information, including information about people other than its Assistance customers and members, you can also review the RACQ Group Privacy Policy at https://www.racq.com.au/privacy or you can request a copy from us.
The RACQ Group Privacy Policy also sets out how you can access personal information we hold about you and seek correction of this information. It also explains how you can complain about a breach of the Privacy Act 1988 (Cth) and how we will deal with your complaint.
How personal information is collected
RACQ generally collects personal information about you (as a RACQ Assistance member or customer):
- from you, such as when you apply for an Assistance product or service or make a request for Assistance;
- passively, such as via CCTV recording when you visit one of our RACQ stores or locations, when you contact us by any method, when you browse our website, through a dashboard camera when you are assisted by one of our tow trucks or traffic response units or via a wearable recording device used by our staff in auto stores; and
- from the following third parties:
- vehicle manufacturers, where we are engaged to provide purchasers of their vehicles with roadside assistance services;
- interstate motor clubs, including Australian Motoring Services, when we are engaged to service that club’s customer when they are Queensland; and
- from publicly available sources, such as social media when you choose to interact with us through that channel.
Laws authorising collection
Some of the personal information we collect or disclose about you is to discharge our obligations under health and safety laws. For example, we collect dashcam footage from our tow trucks and traffic response units (which may record you) to keep our people safe.
Consequences of not providing personal information
If you do not provide the personal information we have requested, we may not be able to provide you with the product or services you have requested.
Purposes of collection of personal information
Personal information collected in course of our engagement with RACQ Assistance members and customers is generally collected for the primary purpose of providing RACQ Assistance products and services.
We will only use and disclose your personal information for the purpose for which it has been provided, a purpose set out in this Privacy Collection Notice, reasonably expected and related secondary purposes, other purposes you have consented to, or any other purpose permitted by law.
We may also use and disclose your personal information for the following additional purposes:
- verifying your identity;
- considering and assessing your request for a product or service;
- for administrative, accounting, audit, insurance, management, training, planning, record keeping, archiving, risk management and other business purposes of RACQ;
- complying with our legal and regulatory obligations;
- investigating suspicious or potentially fraudulent activities;
- monitoring the security of our premises, and monitoring our tow trucks or traffic response units;
- to better understand our members and customers, and to develop and improve our products and services;
- to manage and respond to complaints;
- generally with your consent or where you would reasonably expect it, to publish information about your involvement with RACQ online;
- on other bases permitted by law, including for law enforcement purposes; and
- sending you information in relation to RACQ’s and our related companies’ products or services and member benefits that may be of interest to you, where we have your express or inferred consent.
Disclosure of personal information
We may disclose information to:
- our related companies, including the entities that form part of the RACQ Group, and its retail agents;
- external service providers to us, such as:
- our service providers, such as organisations that provide roadside services, vehicle inspection services, driver training, identity verification, background checks, payment service providers and other financial institutions to allow payment processing, settlement agents, data storage providers, mailing houses and research consultants;
- external organisations that are RACQ assignees for the purpose of allowing them to perform obligations under contract assigned to them;
- debt collecting agencies;
- other automobile clubs that you are a member of, where we invoice your club for the services that we provide to you in Queensland; and
- other automobile clubs, where you are an RACQ member who is interstate and requires services;
- our professional advisors, such as accountants, lawyers and auditors;
- to your representatives and agents, where authorised by you; and
- if required or authorised by law, to government and regulatory authorities.
Overseas disclosures
We may disclose your personal information overseas. Please see our RACQ Overseas Disclosure list at for countries that RACQ may disclose your personal information to. However, if we do disclose this information outside Australia, we will do so on the basis that the information will be used only for the same purposes for which we are permitted to use your personal information.
Personal information you give us about third parties
If at any time you supply us with personal information about another person (for example a referee), you represent that you are authorised to do so; and you agree to inform that person who we are, how to contact us, and how to obtain our Privacy Policy which sets out how we may use their personal information.
Security
We take reasonable steps to ensure that your personal information held on our website or otherwise, is protected from:
- misuse, interference and loss, and
- unauthorised access, disclosure or modification.
We ask you to keep your passwords and personal identification numbers safe, in accordance with our Terms and Conditions.
Contact us
Privacy Officer
Our Privacy Officer’s contact details are:
Address: Privacy Officer
Group Risk & Compliance
PO Box 4, Springwood, QLD 4127
Telephone: 13 19 05
Email: privacy@racq.com.au