Assist Australia

1. Assist Australia Privacy Charter

Protecting customers' privacy is important to Assist Australia. The following statement will help you understand how Assist Australia collects, uses, discloses, holds and safeguards your customers' personal information.

Assist Australia takes pride in offering the highest standards of service delivery to our customers. We will continue to treat your privacy and data security as being of utmost importance as we recognise it as an integral part of our business processes and procedures.

The National Privacy Principles contained in the Privacy Act set the standard for how we should do this. Assist is committed to complying with these standards.

This Assist Australia Pty Ltd Privacy Charter defines our commitment to protecting the privacy of our customers.

2. Collection of personal information

2.1 Why do we collect personal information?

In order to pursue our service objectives, we will generally need to collect some personal information about our customers.

We only collect information that we need:

to identify motor vehicles with their owners on our database;
to deliver customer service materials, and other relevant product warranty information at the time of purchase and important product information that subsequently becomes available, to the motorist;
to update the owner details upon change of ownership;
to assess the service eligibility in the event of a request for emergency assistance services;
to evaluate the efficiency of our network to ensure the highest levels of service standards to our customers;
to analyse the product performance as part of our continuous product improvement process;
to advise of the expiry of product warranty period and courses of action available to the motorist to extend the warranty period and/or alternative products;
to prepare sales invoices with information that is required to describe our services; and
to satisfy any legal requirements.

2.2 How do we collect information?

Assist Australia collects motorists' information directly from the relevant client organisations. Upon expiry of the initial warranty period, Assist Australia may update its database by direct contact with customers who request extension of their warranty periods.

Under limited circumstances, Assist Australia may collect personal information relating to individuals in client organisations or about the client organisation itself from someone else with permission from the relevant persons; e.g. from credit rating agencies to assess their credit worthiness.

2.3 What sort of personal information do we collect?

We generally collect a limited amount of personal information, such as name, address, telephone number, e-mail address, vehicle identification details, and breakdown details. We also collect credit card details and credit references under limited circumstances.

3. How do we use your personal information?

Primarily, we use your information to identify motor vehicle owners in the event of an emergency assistance request. We also use customer information to deliver product and service catalogues they may have requested, and to process payments for services obtained quoting credit card numbers.

Your information may be shared within our supplier network where we are unable to provide the relevant services directly.

4. What else do we do with information we obtain?

We may use your personal information:

to evaluate the efficiency of our network and your level of satisfaction with our services;
to analyse the product performance as part of our continuous product improvement process;
to deliver customer service materials and other relevant product warranty information at the time of purchase, and important product information that subsequently becomes available to the motorist;
to offer you new or alternative products upon expiry of the current service period which we think you might be interested in.

5. Quality of information

We use advanced technology, continual data verification/cleansing processes, documented employee procedures and internal monitoring to help ensure that your information is accurate and up-to-date.

We also request you to advise us if you believe that your personal information we hold is inaccurate or not up-to-date.

In addition, we require high standards of quality from our client organisations, credit reporting agencies and others who provide us with information of personal nature.

6. Security of personal information

The security of customer information is protected by only allowing access to those who specifically need it to conduct their business responsibilities. Assist Australia employees and sub-contractors are bound contractually to keep customer information confidential at all times.

Passwords, firewalls and virus protection are used to protect Assist Australia computer systems holding personal information from unauthorised access. Security patrols, access cards and internal procedures are used to protect Assist Australia premises that house its computer systems and paper records.

7. Disclosure of personal information

Assist Australia is committed to protecting the privacy of our customers. This section explains the circumstances where we may disclose your information to other organisations.

7.1 Sub-Contractors

Assist Australia may sub-contract provision of services where it has no direct service capabilities. e.g. delivering customer service materials and other relevant product warranty information, attending emergency roadside assistance etc.

In all circumstances where Assist Australia contracts with other parties to provide services on its behalf, the company takes reasonable precautions to protect the customer's privacy.

7.2 Client Organisations

Where Assist Australia is providing services on behalf of its clients, it is bound by confidentiality agreements for secure handling of customers' personal information. On behalf of its clients, Assist Australia may collect information relevant to evaluation of product performance, design improvements, assessment of clients' dealer network efficiency etc.

7.3 Business partners

Our business partners may communicate with you to offer new or alternative products upon expiry of your current warranty or service period.

7.4 Other disclosures of information

Assist Australia may also disclose your information, as permitted by the Privacy Act, in an emergency situation, investigation of suspected criminal activity or where Assist Australia is authorised or required by law (e.g. legislation or a legal order) to disclose it. In all other cases, we will not disclose your information unless you have been previously informed or have authorised us to do so.

8. How long do we keep information?

We will keep information for as long as it is necessary to carry out our contracted services to you. We will retain your information for a reasonable period if you cease to be our customer, unless the law requires us to keep it for longer.

9. Our employees and training

We provide training and communications programs designed to educate employees about the meaning and requirements of this Privacy Charter.

Employees who intentionally or negligently breach this Privacy Charter are subject to disciplinary action.

Employees are expected to report violations and may do so confidentially to their manager or compliance officer.

10. Your rights of access and correction

You can contact Assist Australia on (03) 9601 3333 during business hours to request details of any personal information we may hold about you or if you would like us to correct it. We may ask you to complete a form depending on the nature of your request. A small service fee may apply in some cases and you will be informed of such fees at the time of your request.

11. How to complain about a possible breach of privacy?

Contact Assist Australia on (03) 9601 3333 during business hours. We may request a written complaint depending on its nature. All complaints will be investigated and responded within a reasonable time.