Assist Now | Privacy

Privacy Policy

Privacy Statement . This Privacy Policy is effective from 1 November 2019.

1. Our commitment to privacy

Assistnow, its related companies and subsidiaries (collectively referred to as “we” or “us”) respects individual privacy of its customers (“you”). The Privacy Policy applies to all personal information received by us from our websites, services, mobile applications, agents, contractors and third parties. We may update our policies including this Privacy Policy from time to time. The most current version will always be located on our website.

2. Who collect Personal Information from?

We may collect Personal Information from: Visitors, users, customers, service providers (including their employees) when they visit our website and mobile applications.

3. E-management and co-ordination of an individual

User consent

By submitting Personal Information through our sites or Services you agree to the terms of this Policy on your own behalf or on behalf of the person whose information you are submitting, and you expressly consent to the collection, use and disclosure of that Personal Information in accordance with this Policy.

4. Types of personal information we collect and hold

The types of personal information we collect, and hold will vary depending on your dealings with us and the products, services and benefits we (or our agents, contractors and third parties) provide to you, or a request or inquiry you may make in relation to such products, benefits and services. This information may include any or all of the following:

  • Name
  • address(es),
  • telephone number(s)
  • and other contact details
  • Electronic address
  • Date of birth
  • driver’s licence number
  • passport details
  • Gender
  • Your credit card and/or payment details
  • Any vehicle details including registration, model, colour, history
  • work with children or vulnerable people certificate
  • Police check/ criminal history,
  • ethnicity
  • religion
  • work experience – including professional skills and abilities,
  • salary or income
  • professional license numbers
  • education
  • interests
  • hobbies
  • professional and personal references
  • profile picture and/or video
  • life style information,
  • availability schedule
  • Transaction details relating to your use of our products, services or benefits;
  • Your social media preferences;
  • Location data; and
  • Any preferences you tell us about or any other information that you provide.
  • 5. Website cookies and digital services

    Information is also generated and collected whenever a page is accessed on our website that records information such as the time, date and specific page. We may collect such information for statistical and maintenance purposes that enables us to continually evaluate our website performance. Some parts of our websites also use “cookies”. A “cookie” is a small text file that is placed on your computer’s hard drive by a web page server. Cookies store information about the use of our website and are used to identify new or previous visitors to the website and what pages have been accessed. Most web browsers are set to accept cookies, but this function can usually be disabled manually by you if you wish. Please note that if you do disable this, not all functionality on our websites will be available to you. If you do not wish to receive any cookies you may set your browser to refuse cookies. However, this will mean that we will not be able to personalise your website each time you visit. We collect such information to provide our products and services to you, and statistical and maintenance purposes that enables us to continually evaluate our mobile app performance. Advertisements may also be presented to you though our mobile app based upon your information. We, our franchisees and some third parties may also use the information through cookies to optimise advertisement selection for groups of individuals based upon the information collected. We also use our cookie or third party cookies to report how our advertisement impressions, other uses of advertisement services, and interactions with these advertisement impressions and services are related to visits to our website and use of our mobile app. Our mobile app will also generate and collect information such as device information and your location information.

    6. Why we collect and hold personal information

    Generally, we collect, hold and use personal information about you to provide a range of products, services and benefits to you relating to their motoring and related lifestyle needs. We also collect personal information to assist in identifying ways in which we can serve you better, such as providing our products and services to you more effectively, statistical business analysis and to assist our internal administration and operations including but not limited to accounting, risk management, record keeping, archiving, systems development and testing, marketing, and staff training. Some of the information we collect is for the purpose of improving our interaction with you and your involvement with us.

    7. How we collect information

    Generally, we collect personal information directly from you and through our mobile app, such as when you register with our systems or purchase, are otherwise provided with or request a product or service, in the course of providing you with that product or service (e.g. Roadside Assistance), through your vehicle’s fleet / lease provider (if any), or when you have other dealings with us. We may collect and update that information over the phone, using our mobile apps when you write to us or if you participate in our marketing campaigns. We may also collect personal information through third parties such as:

    • Our related companies;
    • Our marketing agencies;
    • Our business partners;
    • 8. Storage and protection of personal information

      We may store personal information in a combination of secure computer storage facilities and/or paper-based files and other records. We have taken steps to protect your personal information from misuse, interference and loss, and unauthorised access, modification or disclosure. While we undertake reasonable steps to protect your personal information, no guarantee can be given that information sent over the Internet or electronically is always 100% secure. Sending and receiving information over the Internet is at the user’s risk. However we will take all reasonable steps to ensure your data is used and stored securely once we received it.

      9. How we use and disclose personal information

      We may use and disclose your personal information for a variety of purposes in connection with providing services to you and in relation to our business operations. These may include:

      • To recognize you as a user on our system
      • Processing and administering all your dealings with us;
      • Providing you with the products and services you have requested from us;
      • Developing processes, products, services and benefits to better meet your needs;
      • We may also use your personal information to offer or provide you with loyalty benefits, discounts or other information about such schemes that may be operated by us or third parties. This includes:
      • Obtaining details about how you acquire and use our products, services and benefits;
      • Rewarding you for utilising products and services through mechanisms such as discounts, general products, special pricing offers and prizes.
      • Direct marketing to you
      • We may provide your personal information to our agents, business partners, contractors or related companies for the purposes of, or in connection with, the supply of products and services to you and for the same purposes above.
      • 10. Direct marketing

        We collect personal information so that we can provide you with useful and relevant information about our products and services. Generally, we collect this information directly from you. In some circumstances, however, we collect personal information from third parties, other service providers and social media platforms. We use the information we, or our various service providers, collect to assist us to determine how we can best engage with our customers about our products and services. To this end, we, or our service providers, may collect information about your social media preferences and activities so that we can engage with our customers on social media sites. We may also collect certain demographic information and behavioural information from social media platforms to better serve consumers with more targeted advertising. At times, we use tools that enable us to identify the online sources of the telephone enquiries that we receive. The information we collect through these tools includes the time and date of the call, the geographical location of the call, the telephone number of the caller (unless withheld), device identification information of your mobile phone, and the IP address of the device the caller used to arrive at our website. The collection of this information helps us to determine the effectiveness of our services and marketing campaigns. If we do not collect information in the ways described above, we may not be able to let you know about products and services in the most effective way. We may use and disclose the information we collect for the purpose of providing you with tailored marketing communications about our goods and services (and the goods and services of our business partners and franchisees), or to conduct market research. Typically, we send these communications to your email address or mailing address. Occasionally, we may also send marketing communications to your social media accounts (for example, your Facebook account). We may also disclose your personal information to our related companies, to our franchisees, to our other business partners, and other service providers, to give you information and offers about products and services offered.

        11. Opting out of direct marketing

        If you do not wish to receive direct marketing information from us, please use the unsubscribe option (in the case of e-mail communications) or use the contact details below to update your preferences or use the unsubscribe feature on our electronic marketing communications. Please note that if you make such a request:

        • We may still need to use your personal information to provide you with the services and products you have requested as a customer; and
        • It may not be possible for us to immediately action a request to cease receiving any or all direct marketing material. However, we will respond to such requests as soon as practicable and will make all reasonable efforts to promptly activate a change in preference or an opt out of receiving future direct marketing material.
        • We will not sell or rent your personal information without your consent. We may disclose your personal information where we are required or authorised by law to disclose your personal information or for any purposes connected to threat to the life/health/or safety; violation or potential violation of the law; fraud, crime prevention, impropriety investigation or permitted general situation or permitted health situation (as defined in the Privacy Act).

          12. Location-Based Services by electronic devices

          To provide location-based services on our mobile app (on iPhone, Windows or Android devices), we, and our related companies, partners, and contractors may collect, use, and share location data, including the real-time geographic location of your mobile device. This location data is used by us, our related companies, partners, licensees and contractors to provide and improve location-based features and services. if you do not provide your location information, we may not be able to provide you with our services and products. We may verbally request your location information.

          13. Access to, and correction of, personal information

          We will take reasonable steps to make sure that the personal information we collect, hold, and use or disclose is accurate, complete and up to date. If your personal details change such as your address or phone number, please contact us via the contact details listed below to update your personal details. In the first instance, we will ask you to provide some form of identification, such as your driver’s licence, to ensure that you have the right to access the information.

          14. Complaints

          If you have any complaints about our dealings with your personal information, you believe that we have not acted in accordance with Australian Privacy Principles, or you have any questions regarding this Privacy Policy please contact our Privacy Officer as set out below. If for any reason you are dissatisfied with our response you may refer the matter to the Office of the Australian Information Commissioner found at http://www.oaic.gov.au by telephone on 1300 363 992, by email to enquiries@oaic.gov.au, or by post addressed to GPO Box 5218, Sydney NSW 2001..

          15. Changes to this Privacy Policy

          Assistnow may update this Policy from time to time and the updated Policy will be posted on our website and mobile applications, where the updated Policy will take effect from the date of posting. Please check regularly for any updates.

          16. Contacting us

          If you have any questions about this Privacy Policy, if you wish to update information we hold about you or if you wish to make a complaint, please write to: The Privacy Officer AssistNow contact@assistnow.com.au