About this privacy notice

This Privacy Collection Notice lets you know how RACQ Insurance Limited (ABN 50 009 704 152) (‘RACQ’, ‘we’, ‘us’, ‘our’) collects, uses and discloses personal information about RACQ Insurance members.

“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 customers, 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 an RACQ Insurance member):

  • from you, such as when you apply to be an Insurance member (such as in person or online) or make an insurance claim;
  • passively from you, such as via CCTV recording when you visit one of our RACQ stores or locations, when you contact us by any method, or when you browse our website; and
  • from the following third parties:
    • publicly accessible databases such as the National Personal Insolvency Index, company registration details maintained by the Australian Securities and Investments Commission, and registers maintained by the various land registries and criminal history information in police checks;
    • any organisation as authorised by you; and
    • from third parties involved in an insurance claim, including service providers (such as our repairers, investigators, recovery agents, legal representatives, assessors, suppliers, advisors and payment service providers), specialists, witnesses and persons with evidence, and other involved individuals or entities such as another party’s legal representatives, medical professionals, other insurers, co-insureds or claimants.

Other methods of collection depend on your interactions with us, and are described in the RACQ Group Privacy Policy.

Laws authorising collection

We are required or authorised to collect and disclose personal information about you under the following laws:

  • Privacy Act 1988 (Cth);
  • Australian Securities and Investments Commission Act 2001 (Cth); and
  • Insurance Contracts Act 1984 (Cth).

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 insurance policy that you have requested.

If you fail to provide relevant information in accordance with your duty of good faith to us, or if you do not provide personal information we have requested in relation to a claim, we may not be able to finalise your claim and/or this may be a basis for us to deny coverage or claims under your insurance policy.

However, if you are under any circumstances of vulnerability and need extra protections in relation to how your personal information is handled, such as options to remain anonymous, please see the “Getting extra help to protect your privacy” section of RACQ Group Privacy Policy at https://www.racq.com.au/privacy for details on how to reach us.

Purposes of collection of personal information

Personal information collected in your application to be an Insurance member and in the course of our engagement with you as an RACQ Insurance member is collected for the primary purpose of assessing your application and providing RACQ Insurance services (including managing insurance claims).

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, including where we are required to do so by law;
  • considering and assessing your application for an RACQ Insurance 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, and managing our rights and obligations in relation to external payment systems;
  • investigating suspicious or potentially fraudulent activities;
  • to monitor the security of our premises;
  • to better understand our members and customers, and to develop and improve our products and services;
  • to manage and respond to complaints; 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 certain entities, including but not limited 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:
    • organisations that we use to manage insurance claims, such as investigators, recovery agencies, assessors, suppliers, repairers, payment service providers, another party’s legal representatives, other insurers, co-insureds or claimants and the Australian Financial Complaints Authority (AFCA);
    • our service providers, such as organisations that provide 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; and
    • debt collecting agencies;
  • our professional advisors, such as accountants, lawyers and auditors; 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 https://www.racq.com.au/privacy/racq-overseas-disclosure 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 named party in an RACQ Insurance policy), 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