Privacy Policy

This Privacy Policy explains how Crash Assist Pty Ltd (“Crash Assist”, “we”, “us” or “our”) collects, uses, holds, discloses and protects your personal information. We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website, contacting us, or engaging our services, you consent to the collection and use of your personal information as described in this Policy.

1. Who we are

Crash Assist is an accident management company that assists not-at-fault drivers in Sydney and NSW by managing accident claims, arranging replacement vehicles and coordinating vehicle repairs. While we assist with accident management, we do not provide legal, insurance or financial advice.

2. What personal information we collect

Depending on how you interact with us, we may collect:

• Your name, contact details (phone, email, postal/residential address) and date of birth;
• Driver licence details including your driver’s licence number and driving history relevant to a replacement vehicle;
• Vehicle details (registration, make, model, condition and damage);
• Accident details, including date, location, circumstances and photographs;
• Details of the other driver(s), witnesses, and the at-fault party’s insurer and policy;
• Insurance, claim and repair information;
• Payment, billing or bank details where relevant to your engagement;
• Records of your communications with us; and
• Website usage data (see “Cookies and analytics” below).

We may collect sensitive information (such as health information relating to injuries, or driver history information) where reasonably necessary to provide our services and with your consent or as authorised by law.

3. How we collect your information

• Directly from you: by phone, email, our website enquiry form, or in person;
• From third parties: such as insurers, repairers, tow and salvage operators, assessors, hire vehicle providers, credit/hire funders, the other driver, witnesses, police, and government bodies (for example Transport for NSW), where reasonable and necessary to provide our services; and
• Automatically: when you visit our website, through cookies and analytics tools.

4. Why we collect and use your information

We collect and use your personal information to:

• Assess whether you may be eligible for our services;
• Manage and progress your not-at-fault accident claim;
• Arrange and administer a replacement vehicle;
• Coordinate the repair of your vehicle;
• Recover costs from the at-fault party or their insurer;
• Communicate with you and respond to your enquiries;
• Meet our legal, regulatory and record-keeping obligations;
• Improve our website and services; and
• Send you information about our services where you have consented (you can opt out at any time).

Where we provide or arrange credit-related services (including credit hire or funding arrangements), we may collect, use and disclose credit-related information in accordance with Part IIIA of the Privacy Act. This may include information about your credit eligibility, repayment history, or creditworthiness.

5. Who we disclose your information to

We may disclose your personal information to third parties where necessary to provide our services, including:

• The at-fault driver and their insurer;
• Repairers, tow operators, assessors and hire vehicle providers;
• Credit or hire funders that finance the provision of services;
• Where reasonably necessary to pursue or defend legal claims, including to courts, tribunals, legal representatives, debt recovery agencies, dispute resolution bodies and other professional advisors;
• Our IT, payment and administrative service providers;
• Government agencies, courts and regulators where required or authorised by law.

We do not sell your personal information.

6. Direct marketing

We may use your contact details to tell you about our services. You can opt out of marketing communications at any time by contacting us or by using the unsubscribe option in the message. We will action your request promptly.

7. Cookies and analytics

Our website may use cookies and analytics tools (such as Google Analytics) to understand how visitors use the site and to improve it. We may collect information such as your IP address, device type, browsing behaviour and interactions with our site. These tools may use cookies or similar technologies and may process data overseas. You can opt out of Google Analytics via Google’s opt-out tools. You can disable cookies through your browser settings, though some features of the site may not work as intended.

8. Overseas disclosure

Some of our service providers (for example cloud hosting or analytics) may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.

9. How we protect your information

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Access and correction

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details below. We may need to verify your identity before providing access.

11. Data retention

We retain personal information only for as long as necessary to provide our services, meet our legal obligations, and resolve disputes. When information is no longer required, we take reasonable steps to destroy or de-identify it.

Personal information is stored in secure cloud-based systems located in Australia and overseas. We implement access controls, encryption, secure transmission protocols and regular security reviews.

12. Links to third party websites

Our website may contain links to third-party sites. We are not responsible for the privacy practices of those sites and recommend you review their privacy policies.

13. Complaints

If you believe we have breached your privacy, please contact us first using the details below and we will investigate and respond. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

14. Changes to this Policy

We may update this Privacy Policy from time to time. The current version will always be available on this page, with the “last updated” date shown at the top.

15. Contact us

For any privacy questions or requests, contact us at info@crashassist.com.au or 1800 840 221.

This Privacy Policy should be read together with our Terms & Conditions.