Privacy

1 About this Privacy Policy

• 1.1BUS HIRE COMPARISON PTY LTD ACN 638 081 188, ABN 51 638 081 188 (referred to as Coachhire, coachhire.com.au, we, us or our) has implemented this Privacy Policy to provide information about what kinds of Personal Information we may collect or hold, how we collect, hold, use and disclose that Personal Information, the choices you have regarding our use of that Personal Information, and your ability to access or correct that Personal Information. If you wish to make any inquiries regarding this Privacy Policy, you should contact our Privacy Officer using the details specified in paragraph 15.
• 1.2From time to time, we may be related to other companies and entities (related entities). This Privacy Policy applies to the use of your Personal Information by us and by those related entities. Those related entities may also have their own privacy policies which set out additional detail or differences in their privacy practices. To the extent that those privacy policies are inconsistent with this Privacy Policy, those privacy policies will prevail over this Privacy Policy in relation to the actions of those related entities. A reference in this Privacy Policy to us is also a reference to those related entities.

2 Personal Information

3 What Personal Information do we collect and hold?

• 3.1The types of Personal Information we may collect about an individual will depend upon the nature of our interaction with that person. Personal Information that we collect may include (but is not limited to) the following:
  1. name
  2. age and/or date of birth
  3. contact details including address, email and telephone numbers (landline and/or mobile)
  4. travel information such as intended travel dates, place of departure and intended destination and any special travel arrangements
  5. current address (including postal address)
  6. email address
  7. gender
  8. concession card details (eg type and ID number)
  9. identification information such as driving licence number and driving licence details
  10. payment details, such as your credit card or bank account details
  11. occupation and employment details including employment status and any previous work experience
  12. information from or in connection with your resume or job application if you apply for a position with us
  13. driving history reports
  14. medical information from a pre-employment medical check, such as drug and alcohol test results
  15. footage and/or images of you from the security surveillance cameras at our premises
  16. voice recordings of calls to and from you
  17. the type of device you use when accessing our Wi-Fi Service, the time you access our Wi-Fi Service, the amount of data you download, your IP address and your media access control address
  18. credit history
  19. financial information including your ABN or ACN
  20. trade references, credit references or reports from a third party, and
  21. credit information.
• 3.2We collect and record Personal Information about individuals such as:
  1. our customers, potential customers and their representatives
  2. persons enquiring about our fleet vehicles for sale
  3. persons visiting our premises
  4. our suppliers and potential suppliers and their representatives, directors, partners, proprietors and shareholders
  5. contractors and subcontractors and potential contractors and subcontractors and their representatives in relation to providing goods and services to us
  6. our employees past and present, including applicants, and
  7. any other person who comes into contact with us.

4 How and when do we collect Personal Information?

• 4.1We collect your Personal Information to allow us to conduct our business functions, to provide, market and sell our products and services and for the specified purposes set out in paragraph 6. In some circumstances the collection of Personal Information may be required by law.
• 4.2We may collect your Personal Information in the course of providing you with goods or services, and:
  1. when you use or buy our products or services, including when you submit a booking request, amend a booking request, confirm your identity when you travel, or join our loyalty club
  2. when you provide us, or you offer or apply to supply us, with goods or services
  3. when you provide information to us in any way (including by completing a form, disclosing information over the phone or via email)
  4. when you request information about us, our products or our services, including inquiring about our fleet sales
  5. when you provide feedback or make a complaint to us
  6. when you visit or fill in a form on our Website (see paragraph 5)
  7. when you visit premises from which we operate
  8. when you (or your employer) provide information to us in the course of conducting or administering our relationship with you, or when you are carrying out activities in connection with our business operations
  9. when you access or use our Wi-Fi Service
  10. when you make a credit application
  11. when you submit a job application to us
  12. when you otherwise contact us by telephone, fax, email, social media, post or in person, or
  13. where we are otherwise required or authorised by law to do so.
• 4.3Generally, when providing our products and services, dealing with our personnel, or obtaining goods and services from our service providers, suppliers or contractors, we collect personal information directly from the relevant individual where reasonable and practicable.
• 4.4We may also collect Personal Information about you from third parties and other sources such as:
  1. your nominated representatives (eg referee, spouse, accountant, power of attorney, brokers and other professional advisors)
  2. publicly available sources of information (eg searches of publicly available ASIC registers, or social media accounts or posts which are visible to the public), or
  3. related entities, companies and businesses of us,

  but we will only collect your Personal Information in this way if it is unreasonable or impracticable to collect this information directly from you or if we are otherwise permitted to do so.

• 4.5If the Personal Information we collect includes sensitive information, including health information, we will ask for your consent to collect sensitive information, unless the law allows us to collect it without your consent.
• 4.6Where we engage with you multiple times over a short period in relation to the same matter, we may not provide you with a separate notice about privacy each time we engage with you.
• 4.7If you choose not to provide your Personal Information to us for the purposes set out in this Privacy Policy, or if we do not or are unable to collect the Personal Information we require, we may not be able to provide you with requested information, products or services, or to effectively conduct our relationship with you.

5 Information collected via our Website

• 5.1Personal information may be collected by us and by our third party service providers who assist us in operating our website at www.coachhire.com.au, including its subdomains and any other website we operate from time to time (collectively the Website).
• 5.2We may use various technological methods from time to time to track the visiting patterns of individuals accessing our Website, including but not limited to the methods set out in this paragraph 5.
• 5.3We use Google Analytics to help analyse how you use our Website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated is used to create reports about the use of our Website. Google will store this information.
• 5.4If you do not want your Website visit data reported by Google Analytics, you can install the Google Analytics opt-out browser add-on. For more details on installing and uninstalling the add-on, please visit the Google Analytics opt-out page at https://tools.google.com/dlpage/gaoptout.
• 5.5When you read, browse or download information from our Website, we or our internet service provider may also collect information such as the date, time and duration of a visit, the pages accessed, the IP address of your computer, device hardware and software information, and any information downloaded. This information is used for purposes including statistical, reporting and website administration, maintenance and improvement purposes.
• 5.6Our Website may use ‘cookies’ from time to time. Cookies are small text files that are transferred to a user’s computer hard drive by a website for the purpose of storing information about a user’s identity, browser type or website visiting patterns. Cookies may be used on our Website to monitor web traffic, for example the time of visit, pages visited and some system information about the type of computer being used. We use this information to enhance the content and services offered on our Website, including to optimise and personalise website workflow and content.
• 5.7Cookies are sometimes also used to collect information about what pages you visit and the type of software you are using. If you access our Website or click through to our Website from a link in an email we send you, a cookie may be downloaded onto your computer’s hard drive.
• 5.8Cookies may also be used for other purposes, such as to securely store customer membership information to aid in the login process.
• 5.9You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Each browser is different, so check the “Help” menu of your browser to learn how to change your cookie preferences.
• 5.10If you disable the use of cookies on your web browser or remove or reject specific cookies from our Website or linked sites then you may not be able to gain access to all of the content and facilities in those websites, and parts of our Website or linked sites may not work as intended.
• 5.11Web beacons are images that originate from a third party site to track visitor activities. From time to time, we may use third party email software to communicate with our members, and such software may use web beacons to track information such as the email open rates for individuals that receive promotional offers and service related announcements via email.
• 5.12Some of the content on our Website includes applications made available by third parties, such as social media buttons or links that allow you to share content or links to our Website through the relevant third party platforms. These third party applications themselves may facilitate collection of information by those third parties, through your interaction with the applications and sometimes even if you do not interact directly with them. We are not responsible for the technical operation of these applications or the collection and use practices of the relevant third parties. Please visit the relevant third party websites to understand their privacy practices and options they may make available to you in relation to their collection of your Personal Information.

6 How do we use your Personal Information?

• 6.1We use the Personal Information we collect about you for our business functions and activities, in order to operate our business efficiently, and to market our products and services for the benefit of our customers.
• 6.2We may collect, hold and use your personal information:
  1. to identify and communicate with you, including to communicate service related announcements via email or text message
  2. to enable us to provide you with requested information, products or services
  3. to process your booking request and amend your booking request, if required
  4. to confirm your identity when you travel
  5. to otherwise assist customers by providing them with information and support
  6. to collect and process payments and provide confirmations or tax invoices in respect of your booking
  7. to help us to manage and enhance products or services we provide to you
  8. to provide you with access to our Wi-Fi Service
  9. to help us to manage and enhance goods and services we procure from our suppliers and subcontractors
  10. to manage and administer any account you may hold with us
  11. to manage and maintain credit accounts for the provision of goods or services on credit
  12. to carry out credit checks and credit reporting where you or your business are seeking to use a credit facility
  13. to carry out debt and equipment recovery functions
  14. to promote and market our products and services to you, including to correspond with you in relation to our special offers from time to time
  15. to provide you with information that we believe may be of interest to you or that you may be interested in receiving, including advertising material, regarding us, our clients, and our business partners
  16. to help us research the needs of our customers to enable us to improve and market our products and services with a better understanding of your needs and the needs of customers generally
  17. to notify and assess insurance claims, pay settlements and finalise claims and determine liability
  18. to provide for the safety and security of workers and onsite visitors
  19. to help us manage our business operations
  20. for business support purposes including maintenance, backup and audit
  21. to process any job application submitted by you and to retain any job application for future vacancies, unless you request us not to
  22. to respond to any feedback, queries or complaints you may have, or
  23. to comply with our statutory and legal obligations.
• 6.3We reserve the right at all times to monitor, review, retain, and/or disclose any information as necessary to satisfy any applicable law, but we have no obligation to monitor the use of the Website or to retain the content of any user session.
• 6.4You consent to us using your Personal Information in the above ways and as set out in this Privacy Policy.
• 6.5We may otherwise collect, use or disclose your Personal Information where the collection, use or disclosure is:
  1. in accordance with this Privacy Policy or any agreement you enter into with us, or
  2. required or authorised by law, including without limitation the Australian Privacy Principles under the Privacy Act 1988 (Cth).

7 When do we disclose your Personal Information?

• 7.1We may disclose, or provide access to, your Personal Information to third parties in connection with the purposes described in paragraph 6. Depending on the circumstances and the nature of your engagement with us, we may disclose your Personal Information to our related entities, to third parties that provide products and services to us or through us, or to other third parties (such as your referee(s) in connection with a job application you have submitted).
• 7.2We may also disclose your Personal Information to:
  1. any of our internal divisions, business units, offices, depots or departments
  2. your nominated representatives
  3. other organisations or individuals who assist us in providing products and services to you, including contractors performing or providing travel services on behalf of us
  4. professional service providers and advisors who perform functions on our behalf, such as lawyers and our insurers
  5. medical providers including medical and rehabilitation practitioners for assessing insurance claims
  6. representatives, agents or contractors who are appointed by us in the ordinary operation of our business to assist us in providing goods or services or administering our business (such as for data storage or processing, printing, mailing, marketing, planning and product or service development)
  7. our mercantile agents and debt collecting agencies
  8. other entities who are your credit providers or trade suppliers, and
  9. Government, regulatory authorities and other organisations as required or authorised by law (such as Centrelink or the Police).
• 7.3We may also disclose your Personal Information to our Website host or software application providers in certain limited circumstances, for example when our Website experiences a technical problem or to ensure that it operates in an effective and secure manner.
• 7.4We may also disclose your Personal Information to a purchaser or potential purchaser in connection with the sale or potential sale of our business or any of our assets, including in insolvency, in circumstances which require the purchaser or potential purchaser to use such Personal Information consistently with this Privacy Policy.

8 Overseas disclosures

• 8.1Generally, we do not send or disclose your Personal Information to overseas recipients.
• 8.2However, in certain circumstances some of your Personal Information may be disclosed, transferred, stored, processed or used overseas by us, or by third party service providers, where it may be used for the purposes described in this Privacy Policy. This may happen if:
  1. our offices or related entities are overseas
  2. we outsource certain activities overseas
  3. transactions, information, services or products have an overseas connection, or
  4. our computer systems including IT servers become located overseas or supported by third parties located overseas.
• 8.3If those circumstances do arise from time to time, we will update this Privacy Policy to reflect the specific countries to which Personal Information is likely to be disclosed, and you consent to the collection, use, storage, and processing of your Personal Information outside of Australia as set out in this Privacy Policy.

9 Other uses and disclosures

• 9.1We may collect, use and disclose your Personal Information for other purposes not listed in this Privacy Policy. If we do so, we will make it known to you at the time we collect or use your Personal Information.

10 Marketing

• 10.1You consent to us using your Personal Information for sending you information, including promotional material, about us or our products and services, as well as the products and services of our related entities and third parties, now and in the future. You also consent to us sending you such information by means of direct mail, email, SMS and MMS messages.
• 10.2If you do not want to receive marketing information from us or if you want to stop receiving marketing information, you can unsubscribe in any of the following ways:
  1. clicking on the ‘Unsubscribe’ or subscription preferences link in a direct marketing email that you have received from us, or
  2. contacting us using the contact details specified in paragraph 15.

11 Storage and security of Personal Information held by us

• 11.1We aim to keep your Personal Information secure. Any Personal Information that is collected via our Website or which is held on our computer systems is protected by safeguards.
• 11.2If we find that we no longer require or have no further need for your Personal Information we reserve the right to de-identify it or remove it from our systems and destroy all record of it.

12 You can access and update your Personal Information

• 12.1You are generally entitled to access Personal Information that we hold about you. If you request access to your Personal Information, in ordinary circumstances we will give you full access to your Personal Information. Depending on the nature of the request, we may charge to you the reasonable costs of providing the information, or for providing access to this information, however such charge will not be excessive. However, there may be some legal or administrative reasons to deny access. If we refuse your request to access your Personal Information, we will provide you with reasons for the refusal where we are required by law to give those reasons.
• 12.2A request for access can be made by contacting our Privacy Officer using the contact details specified in paragraph 15.
• 12.3We take all reasonable steps to ensure that any Personal Information we collect and use is accurate, complete and up-to-date. To assist us in this, you need to provide true, accurate, current and complete information about yourself as requested, and properly update the information provided to us to keep it true, accurate, current and complete.
• 12.4Please contact us in any of the ways specified in paragraph 15 if you believe that the Personal Information is inaccurate, incomplete or out of date, and we will use all reasonable efforts to correct the information.
• 12.5It would assist us to ensure we properly understand your request, and allow us to respond more promptly, if requests are made in writing and include as much detail as possible.

13 How do we deal with complaints about privacy?

• 13.1If you feel that we have not respected your privacy or that we have conducted ourselves inconsistently with this Privacy Policy, please contact our Privacy Officer using the contact details specified in paragraph 15 and advise us as soon as possible. We will investigate your queries and privacy complaints within a reasonable period of time depending on the complexity of the complaint.
• 13.2It would assist us to respond to your complaint promptly if it is made in writing. Please detail information relevant to your complaint.
• 13.3We will notify you of the outcome of our investigation.

14 Updates to this Privacy Policy

• 14.1We may, from time to time, review and update this Privacy Policy, including to take into account new laws, regulations, practices and technology. All Personal Information held by us will be governed by this Privacy Policy. Any changes to this Privacy Policy may be advised to you by updating this page on our Website. We encourage you to check this page from time to time for any changes.

15 Questions, problems or contacting us

What to do if you have a question or problem, or want to contact us about our use of your Personal Information or this Privacy Policy.

• 15.1If you:
  1. have a query or concern about this Privacy Policy or our Personal Information handling processes
  2. wish to make a complaint in relation to a breach of your privacy
  3. would like to access your Personal Information held by us
  4. would like to update or correct your Personal Information held by us, or
  5. would like to opt out of direct marketing,

  please contact our Privacy Officer by sending your query or complaint to the address below.