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Introduction

Your privacy matters to us at RACV. This Privacy Charter outlines how we collect, handle and protect your personal information. It applies to all the collection and handling of personal information by RACV businesses within RACV, including Royal Automobile Club of Victoria (RACV) Limited, RACV Insurance Services Pty Ltd, R.A.C.V. Finance Limited (RACV Finance), RACV Travel & Experiences Pty Ltd, Intelematics Australia Pty Ltd, and Arevo Pty Ltd.

This Privacy Charter does not apply to the collection and handling of personal information by Nationwide Group or Home Trades Hub Australia Pty Ltd (HTHA) or their subsidiaries, which include RACV Solar Pty Ltd, Rapid Building Inspections Pty Ltd and RACV Security Pty Ltd. You can view the Nationwide and HTHA privacy policies on their websites (nationwide-group.com.au and htha.com.au, respectively).

In this Privacy Charter, all terms defined in the Privacy Act 1988 (Cth) (Privacy Act) have the same meaning when used in this Privacy Charter.

This Privacy Charter includes the RACV Finance Credit Reporting Policy.

Download our Privacy Charter

Access a PDF version of the RACV Privacy Charter.

What sort of personal information do we collect and hold?


The kind of personal information we collect and hold about you depends on the circumstances of collection and the nature of your dealings with RACV.
We may collect and hold information about you and other individuals (such as a co-insured, co-borrower, additional driver or a spouse, partner, children or travelling companion).

The information we may collect can include:

This includes names; dates of birth; contact details such as addresses, telephone numbers, and email addresses.

This includes vehicle details such as your vehicle type, fuel type, Vehicle Identification Number (VIN) and registration details such as plate number, date of transfer and renewal date. Property details, including information about your energy needs. It can also include information about products and services you currently hold and details of your previous insurance and claims. We may collect information about your holiday and travel plans and particular needs or circumstances (such as dietary requirements or medical conditions). We may also collect credit card and bank account details.

RACV Finance, a credit provider, may collect and hold personal information (including credit information and credit eligibility information) relevant to the credit-related services provided or that RACV Finance has been requested to provide.

This includes information about:

  • a customer’s or applicant’s financial position, such as details of assets and liabilities, details of income and proof of financial position; credit card balances and limits;
  • repayments and whether they were made on time;
  • credit worthiness and eligibility for credit;
  • a default under a loan contract, including when the default was resolved or rectified;
  • an application for credit with RACV Finance including the type and amount;
  • any new arrangements with us because of a default;
  • any serious credit infringements; and
  • any other types of credit information and credit eligibility information included in credit reports RACV Finance obtains from credit reporting bodies.

RACV Finance also derives certain information from credit reports including information developed and used to form a view on your credit worthiness; and information developed based on credit reporting information that is used to generate an internal risk profile for you in connection with your credit application.

In some circumstances, we may need to collect information in your passport, your driver licence details, utility bills or other documentary evidence relevant to verifying your identity.

We record calls to and from our call centres and so we collect information contained in those recordings. We also collect information related to your usage of RACV products and services and your interactions with RACV online, including location data, past and present online activity and your IP Address.

In some instances, we may collect images of you or from which you can be identified, including if you provide us with photos or where your image is captured via security or other surveillance devices on our premises or in our vehicles or the vehicles of our contractors.

We only collect sensitive information about you with your consent (unless we are otherwise required or authorised by or under law to do so). Sensitive information includes health information and information about a person’s race, ethnic origin, political opinions, membership of political, professional or trade associations or a trade union, religious beliefs and criminal history.

In limited circumstances, we may also collect your tax file number. We deal with tax file numbers in accordance with specific guidelines under the Privacy Act.

If you deal with us in some other capacity, we may collect your name and contact details and any other information you choose to provide to us. We may also collect details of the interactions you have with us.

How do we collect personal information?

We usually collect personal information directly from you. We do this in various ways, including: when you write to us; over the phone; in person, when you visit, use or communicate with RACV through our websites, mobile applications, social media sites and other digital platforms (Digital Platforms) including through cookies.

If you share personal information with us about another person, please make sure that you tell them about this Privacy Charter.

Occasionally we may receive information about you indirectly from other people or organisations. Depending on the circumstances, this can include:

For example, we might be given your information by your co-insured/borrower or your spouse, partner, parent, guardian or a representative you’ve authorised to act on your behalf. Or by a former employer or colleague.

We may also receive information about you from the business partners we work with (including VicRoads and issuers of some RACV-branded products) and the contractors who provide you with services on our behalf (such as energy service providers and tradespeople).

Some RACV-branded products are issued by our business partners. When you obtain a quote or purchase these products, the issuer of the product usually shares with us the information they collected about you.

RACV Finance collects personal information (including credit information and credit eligibility information) from third parties such as credit reporting bodies and credit providers, government authorities and other entities within RACV.

For example, public registers, social media and other publicly available sources.

When you contact us to obtain a quote for home insurance, we may collect information about the property you wish to insure and share the details of that property with our partners where it may be combined with other data they may hold about the property. Your personal information does not form part of the property information that is shared.

Anonymity and using a pseudonym

Where lawful and practicable, you may choose to interact with us anonymously or using a pseudonym. If you prefer not to disclose your identity, we’ll advise whether we can proceed with your request and explain any limitations that may apply to your experience with us, including our ability to assist you. If you’re a member or a returning customer, please be aware that your use of our Digital Platforms may not be anonymous. If it’s important to you to stay anonymous or limit the amount of information collected when using our Digital Platforms, consider: browsing in Incognito or Private Mode; using a VPN (Virtual Private Network); disabling cookies on your device (including deleting your browsing history); avoiding submitting personal information on our Digital Platforms; or using a pseudonym when interacting with us.

While we support your right to remain anonymous, certain services may not be available without identifying information or if you have logged into a Digital Platform.

If you give us feedback online, we may reach out to you to discuss your feedback even though you may not have logged in to your online account.

Why we collect, hold, use and disclose personal information


We offer and provide a range of products and services to our members and customers. We collect and handle personal information (including credit information and credit eligibility information) to provide and administer those products and services and to otherwise conduct our business activities. This means we may use your information for the purposes set out below. We may also handle your information as described in any privacy collection notice made available to you when you provide us with your personal information, and for purposes to which you consent at the time we collect your information.

We use and disclose your personal information (including credit information and credit eligibility information) to:

  • assess and process your applications for RACV products and services;
  • arrange, provide and monitor the products and services you have requested, including roadside assistance, insurance;
  • assist you when you apply for an insurance quote;
  • provide you with your benefits (including any discounts on our products or services, or those of our third party partners, that you may be eligible for);
  • to confirm vehicle ownership for processing of product refunds and requests to change nominated/eligible vehicle.

RACV Finance also collects and handles credit information and credit eligibility information for the purposes of:

  • deriving credit eligibility information, credit scoring and risk assessment;
  • assessing your suitability as a borrower, co-borrower or as guarantor for a loan (if applicable);
  • assisting you to avoid defaulting on your loan or lease;
  • enforcing our rights in relation to your loan, including recovering overdue amounts you owe us where you have failed to meet your payment obligations to us; and
  • providing credit references to another credit provider when you apply to them for credit.

For some products and services, we may need to use and disclose your information to verify your identity. RACV Finance uses and disclosures your identity information to verify your identity and comply with its obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). With your consent, RACV Finance may disclose your personal information to credit reporting bodies or other approved third parties who are authorised to assess the validity of identification information.

We may need to use and disclose your personal information to comply with other regulatory obligations and for other purposes required or authorised by or under law (including purposes for which you have provided your consent).

This includes using your information to perform administrative functions such as internal reporting, billing, receipting and otherwise managing our financial and business affairs.

We handle personal information to administer and manage your RACV membership. This includes the records associated with your membership. We also manage personal information to ensure we have accurate and up to date information about you.

We may need to collect your personal information and use or disclose it to answer an enquiry you make or respond to a complaint.

We may use your personal information to tell you about other products and services, discounts, special offers, competitions and invitations to special events. This includes administering your participation in any of our competitions or promotions that you enter.

Where we send you an offer relating to the products and services of other organisations, we keep control over your information. We do not rent or sell your information to other organisations so that they can direct market to you.

We may collect information about your interactions with Digital Platforms operated by third parties to understand your interest in the products and services they offer. Where we do this, and where we and the third party have your consent to use your information for marketing purposes, we may also disclose your personal information to those third parties so that they may personalise your experience with their Digital Platforms and product and service offerings.

We may contact you from time to time to seek your opinion on how we do things, how we want to do things in the future or for your thoughts in relation to public policy issues.

We may also use your personal information, and information about the way you use our products and services and interact with us, for research and development purposes. This includes monitoring our performance to maintain the quality of our products and services through quality assurance reviews and business reporting.

We may conduct data analytics on the personal information you provide and details of your interactions with us, to help us develop and improve our products and services, our marketing and your RACV experience.

If we are unable to collect personal information from or about you and/or you do not provide consent to share your personal information with the third parties identified in this Privacy Charter, we may not be able to provide our products or services to you, respond to your enquiries, verify your identity or engage in other dealings with or for you.

Declining product offers (‘Opt-Out’)

We recognise the importance of providing you with choices by giving you an easy means to ‘Opt Out’ from receiving marketing offers. Let us know if you don’t want to receive these offers by using the unsubscribe function in communications that we send; managing your preferences using our Digital Platforms; contacting us on 13 RACV (13 72 28); or by visiting an RACV shop.

Security of personal information

We take reasonable steps to protect the personal information (including credit information and credit eligibility information) we hold from misuse, interference and loss, and from unauthorised access, modification and disclosure. This includes using security technology, procedures and employee training to help ensure that your information is protected and secure.

Who we may disclose your personal information to


In conducting our business, we may sometimes need to disclose your personal information to our related companies, to our business partners (including the issuers of RACV Insurance products and our travel and experience partners), and contractors and to other third parties, including other roadside assistance organisations. This may include our professional advisors (such as our auditors, accountants and legal advisors, and external consultants who we may engage from to time to time) for the purposes of managing our normal business practices and affairs. Where we do this, we will take reasonable steps to protect the privacy of any information that we need to disclose to them.

Some of the products we sell are issued by our business partners, who have their own privacy policies and collection notices. Where relevant, details of how to view their privacy policies may be found in disclosure documents, such as Product Disclosure Statements, or product terms and conditions.

Location-based services

To provide location-based services through Digital Platforms, we and our partners and licensees may collect, monitor, store, use and share location data, including the real-time geographic location of your devices.

Other disclosures of information

We may also disclose your personal information to other third parties, including regulatory and enforcement authorities, where we are required or authorised by law to do so (including where you have provided your consent).

Disclosing your personal information overseas

Although it’s generally unlikely that we’ll share your information with someone located outside of Australia, there may be limited circumstances where information is shared with an overseas recipient or hosted in an overseas location. These are the circumstances in which your information may be handled this way:

We may (either directly or through our booking mechanisms) need to disclose your personal information to our partners with overseas venues or locations to fulfil a travel booking request that you make. It’s not possible to list the countries in which they are located because this will depend on the booking request.

Some of our software is maintained or supported by third parties and to ensure we can respond to issues promptly some of those third parties have support services located in countries other than Australia. While it’s unlikely that your information will be disclosed to someone located outside of Australia, this could occur if investigation is required in relation to a software issue.

Some of the service providers we use may pass your personal information through storage hubs located in other countries or store personal information in servers located in other countries. This may be the case even where the third party is operating from within Australia. Restrictions are generally in place to prevent these service providers from accessing information that is in transit or stored in this way. 

We use a service provider to assist us with providing roadside assistance and associated services. Our service provider has employees based in India and Malaysia to assist with service fulfilment, including delivery of service documentation and invoicing in relation to associated purchases.

Our subsidiary, Home Trades Hub Australia Pty Ltd (HTHA), helps us provide home trade related services and maintains a team of employees based in the Philippines. You can find the HTHA Privacy Policy at htha.com.au/privacy-policy.

A service provider we use to assist in managing our preparedness for emergency situations maintains staff in New Zealand.

We have appointed KPMG as an eligible recipient to receive disclosures under the Whistleblower Protection Laws and use KPMG’s FairCall whistleblower hotline to receive and manage disclosures. Information may be received or stored by KPMG in systems located in Denmark and South Africa. KPMG treat all disclosures in accordance with the FairCall Privacy Statement.

We have taken steps to ensure that our service providers have acceptable security arrangements in place to protect your information. 

Sharing non-personal information

We may share aggregated or summary information that does not identify you with our business partners or other third parties.

Notifiable matters – Disclosures to credit reporting bodies


If you apply for or take out a loan with RACV Finance, your credit information (including personal information) may be shared with credit reporting bodies and it’s important you’re aware of the following matters.

  1. RACV Finance may provide your credit information (including personal information) to the following credit reporting body: Equifax: You can obtain a copy of the Equifax Credit Reporting Policy at www.equifax.com.au or by contacting Equifax at PO Box 964, North Sydney, NSW, 2059. Phone: 1300 762 207

  2. The credit reporting body may include the personal information disclosed by RACV Finance in reports provided to credit providers to assist them to assess your credit worthiness.

  3. RACV Finance participates in the National Comprehensive Credit Reporting (CCR) Scheme. This means that RACV Finance regularly reports account status information, including default and repayment information, to the relevant credit reporting body. Further information about the CCR Scheme is available at www.creditsmart.org.au.

  4. If you fail to meet your payment obligations in relation to consumer credit you enter with us, or you commit a serious credit infringement, RACV Finance may be entitled to disclose this to the credit reporting body.

  5. You are entitled to request that a credit reporting body:
    a.    not use credit reporting information about you for the purpose of pre-screening of direct marketing by a credit provider.
    b.    not use or disclose credit reporting information about you where you believe on reasonable grounds that you have been or are likely to be a victim of fraud.

  6. You may obtain a copy of or access our credit information management policy (that is this Privacy Charter) by contacting us.

  7. You have the right to request access to the credit information and credit eligibility information that we hold about you and make a request for us to correct the credit information or credit eligibility information if required. Please see “Ensuring your information is up to date” below for more information.

  8. You can complain to us if you consider we have not complied with Division 3, Part IIIA of the Privacy Act or the Credit Reporting Privacy Code.
     

Digital technologies


We use digital technologies on our Digital Platforms to enhance your experience, improve service delivery, and better understand how our platforms are used. These technologies—such as cookies, web beacons, and analytics tools—help us remember your preferences, tailor content, and measure the effectiveness of our communications. Some features also support security and fraud prevention. While these tools collect information about your interactions with our platforms, we are committed to using them responsibly and transparently.

We constantly review developments in relation to digital technologies and may make changes to how we use such features. We endeavour to keep information in this Privacy Charter about how we use digital tracking features up to date.

Log information, cookies or web beacons

We use standard digital tracking features called “cookies” (small text files stored in a user’s browser) or web beacons (electronic images that allow the website to count visitors who have accessed a particular page and to access certain cookies) on our Digital Platforms to help us improve your experience. We or our service providers may also use cookies or web beacons to collect aggregate data.

We use the following types of cookie, as will your browser:

Analytics cookies remember your computer or mobile device when you visit our Digital Platforms. They keep track of browsing patterns and help us to build up a profile of how you use our Digital Platforms. We use that information for customer analytics and to serve advertisements or content that we think might be of particular interest to you on our and other Digital Platforms. Your browser may use similar cookies for similar purposes and to serve advertisements for others. RACV uses Google Analytics advertising features and Google Signals (a cross-device identifier). We have enabled a feature that gives us the ability to build remarketing audiences based on site behaviour which we then share with the Google Marketing Platform. We have also enabled Google Analytics Demographic and Interest reporting which allows us to integrate demographic and interest data in Analytics reports, and to create audience segments using demographic and interest data.

We also use 1st Party Cookies (such as the Google Analytics cookie), other first-party identifiers, 3rd party vendor tracking cookies (such as Google Advertising cookies) and other third-party identifiers together for remarketing activities and to advertise RACV services and products across the Internet. The third-party vendors whose services we use, will place cookies on web browsers to serve ads based on past visits to our Digital Platforms. These third parties (such as Google and Meta) use these technologies to collect user information to perform ad measurement services and target ads on our behalf.

Service cookies help us to make our Digital Platforms work as efficiently as possible; remember your registration and login details; remember your settings preferences; and to detect what device you are using and adapt how we present our services according to the screen size of that device.

If you have given us your consent to use your information for marketing purposes:

  • We may use your previous interactions with us, including with our Digital Platforms, to tailor your experience when you return, including to present you with content we believe is of interest to you;

  • Information collected using analytics cookies may be combined and analysed with other personal and product information held by us to send to you communications (including marketing) by various channels (e.g., SMS, email, direct mail, telephone). We may also use these insights to decide which advertisements or offers might be of particular interest to you when you visit or contact us, including our Digital Platforms.
     

Disable Cookies or Opt Out of online advertising

You may choose to disable cookies in your browser or use security software to prevent the storage of cookies. However, if you disable cookies, we may not be able to fulfil your request or provide you with an appropriate level of service in some areas.

To opt out of Google Adwords Remarketing, visit Google Ad’s Preferences Manager https://adssettings.google.com. You can also opt out of any third party vendor’s use of cookies by visiting http://optout.networkadvertising.org.

Data matching for ad measurement and personalised & relevant advertising

To help us deliver more relevant offers and measure the effectiveness of our advertising, we sometimes work with trusted partners such as Google, Meta, and LinkedIn. When we do this, we take extra care to protect your privacy. Before any personal details like your email address or phone number are shared, they are transformed using secure, industry-standard methods. This means your information is converted into a protected format that is only used by our partners to find a possible match with existing accounts on their platforms. Your details are not used to personally identify you beyond this matching process, nor are they shared further.

Google reCAPTCHA

We use reCAPTCHA which is a service from Google that helps protect our Digital Platforms from spam and abuse by blocking automated software. It does this by collecting personal information about users to determine they’re humans and not spam bots.

This collection of personal information is subject to Google’s privacy policy, for a copy please visit: https://policies.google.com/privacy. By using the reCAPTCHA service, you consent to the processing of data about you by Google in the manner and for the purposes set out in Google’s privacy policy.

Ensuring your information is up to date


We take reasonable steps to ensure that personal information we collect, use and disclose is accurate, complete, up to date and relevant. You can help us by letting us know about any changes to your personal information, such as your address and phone number.

Accessing your information

If you have an online account, you’ll be able to access some of your general personal information and details about the products you hold through our Digital Platforms.

Otherwise, you can contact us to access other personal information or credit eligibility information we hold about you. For security purposes, when you contact us to request access to your personal information, you will need to provide us with enough information to enable us to verify your identity. Depending on the nature of your request, we may ask you to submit your request in writing or complete a form. We’ll generally give you access to your personal information (subject to some exceptions permitted by law). 

We may ask you to pay an access fee to cover the cost of retrieving the information and supplying it to you.

Whether we charge a fee, and the amount, will depend on the complexity, the time required to collate the information and the format you need the information to be made available to you. We’ll provide you with an estimate of any access fee. You can then confirm if you want to proceed. If a fee applies, you’ll be able to access the information after we’ve received payment.

We can usually deal with requests within 14 to 30 days.

To protect the confidentiality and security of your information, we may give you options so you can decide how to securely access your information. For example, we may give you the option of collecting your information from an RACV shop. Alternatively, you may choose to receive your information by registered mail.

In certain circumstances we may not be able to tell you all or any of the information we hold about you. In these circumstances we’ll write to you to let you know why your request was denied or why we provided a limited response.

Correcting and updating your information

You can update or correct some of your general personal information, such as your contact details, on our Digital Platforms by logging into your relevant account.

Alternatively, if you believe that the information, including credit information or credit eligibility information, we hold about you is inaccurate, please contact us. We’ll take reasonable steps to correct your information, but if we don’t, we’ll give you a written explanation as to why.

How to make a complaint


Please contact us if you have any concerns or complaints about how we’ve handled your personal information or our compliance with our obligations under the credit reporting provisions of the Privacy Act or under the Credit Reporting Privacy Code. For complaints about how we’ve handled your credit and credit eligibility information, we may ask that you lodge your complaint in writing.

We’ll acknowledge your complaint within 2 business days; let you know who is responsible for handling your complaint and how we’ll deal with the complaint.

We’ll review your complaint and let you know if we need any further information to investigate or respond. Depending on the nature of your complaint, it may be necessary for us to consult with our business partners, service providers, credit providers or credit reporting bodies to ensure we fully investigate your complaint.

We endeavour to resolve complaints within 30 days. If this isn’t possible, we’ll contact you to agree, in writing, a longer period for our response.

After we’ve completed our investigation, we’ll make a decision about the complaint and give you written notice that:

  • sets out our decision;
  • states that, if you’re not satisfied with our decision, you can refer your complaint to the Australian Financial Complaints Authority (AFCA) or contact the Office of the Australian Information Commissioner (OAIC) as relevant to your complaint.

If you’re not satisfied with our response, you can contact us to discuss your concerns or take the matter to the AFCA or the OAIC as relevant to your complaint.

Further information about complaints to the OAIC can be found here: www.oaic.gov.au/privacy/privacy-complaints.

If your complaint is about how we handled your access and correction request, you may take your complaint directly to AFCA or the OAIC. You don’t need to let us try to fix it first.

You can refer your complaint to the AFCA or the OAIC as follows:

AFCA

Australian Financial Complaints Authority

GPO Box 3, Melbourne, VIC, 3001

OAIC

The Office of the Australian Information Commissioner

GPO Box 2999, Canberra, ACT, 2601

Contact us

  • Contact RACV

  • Privacy@RACV, Level 7, 485 Bourke Street, Melbourne, VIC, 3000

Changes to this Privacy Charter

When we update this Charter, we’ll place a notice on our website (racv.com.au). The latest version of our Privacy Charter is always available on our website. Updated 29 October 2025

Download our Privacy Charter