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.
The personal information we collect and hold about you and other individuals (such as a co-insured/borrower or a spouse, partner or children) can include: contact details such as names, addresses, telephone numbers, email addresses and dates of birth; vehicle details such as your vehicle type and registration; property details; details of your previous insurance; salary and personal finances; information contained in call recordings; credit card and bank account details; and 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 limited circumstances, RACV may also collect your tax file number. RACV deals with tax file numbers in accordance with specific guidelines contained in the Privacy Act.
RACV Finance, a credit provider, may collect and hold personal information (including credit information and credit eligibility information) relevant to the financial services provided or that RACV Finance has been requested to provide, including: 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; information about repayments and whether they were made on time; publicly available information; information about credit worthiness and eligibility for credit from credit reporting bodies and other credit providers; default information and when the default has been paid; information about an application for credit with us 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 we obtain 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.
RACV Finance may also collect information that it requires to identify customers, including as required under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth), which may include details or copies of passports, driver’s licences, utility bills or other documentary evidence of the applicants’ identities.
If you deal with RACV 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 RACV.
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 RACV premises or in our vehicles or vehicles of our contractors.
If you provide RACV with personal information about another person, please make sure that you tell them about this Privacy Charter.
RACV only collects 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.
How do we collect personal information?
We collect personal information directly from you in various ways, including: over the phone, in person, when you visit or communicate with RACV through our websites, mobile applications, social media sites and other digital platforms including through cookies (Digital Platforms), and in writing.
Occasionally other people or entities might give RACV personal information about you. For example, we might be given your information by your co-insured/borrower or your spouse, partner, parent or guardian. We may also collect your personal information from the business partners we work with and the contractors who provide you with services on our behalf, and from publicly available sources (for example, public registers and social media). RACV Finance may collect personal information (including credit information) from third parties such as credit reporting bodies and credit providers, government authorities and other entities within RACV.
Log information, cookies or web beacons
We use the following types of cookie, as will your browser:
- Analytics cookies that 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 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.
- Service cookies that 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.
- RACV also uses 3rd party vendor remarketing tracking cookies to advertise RACV services and products across the Internet. The third-party vendors whose services RACV uses, will place cookies on web browsers in order to serve ads based on past visits to 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.
RACV uses reCAPTCHA which is a free 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.