Privacy Policy

1. Personal Information We May Collect

The types of personal information we may collect include:

• your name;
• telephone number;
• email address;
• residential or postal address;
• vehicle details, including make, model, registration number and VIN;
• driver’s licence or identification details where reasonably required;
• details about a motor vehicle accident or incident;
• photographs, videos and other information relating to vehicle damage;
• insurance company, claim number and insurance claim information;
• details about other drivers or parties involved in an accident;
• repair estimates, invoices and payment information;
• correspondence between you and BHARC;
• information submitted through our website contact or enquiry forms;
• CCTV footage where you or your vehicle are present at our premises;
• information relating to replacement vehicles, towing or associated accident services; and
• technical information collected when you visit our website, such as your IP address, browser type, device type, pages visited, referring website and website usage information.

We only collect personal information that is reasonably necessary for our business activities and services.

Sensitive information. Some of the information above — for example, details of an accident that include injury information — may be sensitive information under the Privacy Act. We only collect sensitive information where it is reasonably necessary for the purposes described in this policy, or with your consent, and we handle it with additional care.

2. How We Collect Personal Information

We may collect personal information directly from you when you:

• contact us by telephone, email, online form or in person;
• request a repair estimate or assessment;
• book your vehicle for repairs;
• submit photographs or information about an accident;
• communicate with us regarding an insurance claim;
• use our website;
• provide feedback or submit a review; or
• otherwise engage with our services.

We may also receive personal information from third parties where it is appropriate and lawful to do so, including:

• insurance companies;
• insurance assessors;
• towing providers;
• hire or replacement vehicle providers;
• repair industry service providers;
• legal or claims recovery representatives;
• another driver or party involved in an accident;
• vehicle dealerships or manufacturers;
• authorised representatives acting on your behalf; and
• publicly available sources.

Where practical, we will collect personal information directly from you. Where we collect personal information about a person involved in an accident from a third party (for example, another driver’s details from an insurer), we will take reasonable steps to make that person aware of this policy where practicable.

3. Why We Collect and Use Personal Information

We may collect, hold, use and disclose your personal information for purposes including:

• providing accident repair and vehicle repair services;
• preparing quotations and repair estimates;
• assessing vehicle damage;
• communicating with you about your vehicle or repair;
• arranging towing, assessments or replacement vehicles;
• assisting with accident and insurance claim processes;
• communicating with insurers, assessors and other relevant parties;
• ordering vehicle parts and coordinating repairs;
• processing payments and issuing invoices;
• providing customer support and responding to enquiries;
• maintaining repair and warranty records;
• improving our services and customer experience;
• managing our business operations;
• analysing the performance and use of our website;
• carrying out advertising and marketing activities;
• preventing fraud, misuse or unlawful activity;
• meeting our legal, regulatory, insurance and record-keeping obligations; and
• protecting our legal rights and interests.

We may also use your contact details to communicate with you about services that may be relevant to you, where permitted by law. You may ask us to stop sending marketing communications at any time.

4. Accident and Insurance Information

Because BHARC provides accident repair and related services, we may need to collect information about an accident, vehicle damage and an insurance claim.

This may include information about other parties involved in the accident.

Where necessary to assist with your repair or claim, we may provide relevant information to insurers, assessors, towing providers, replacement vehicle providers, legal representatives, recovery services, vehicle manufacturers, dealerships, parts suppliers or other parties involved in managing the repair or claim.

We will only disclose information that is reasonably necessary for the relevant purpose.

5. CCTV at Our Premises

Our workshop and premises use CCTV, both internally and externally, for safety and security purposes.

CCTV footage may capture:

• customers and visitors;
• vehicles;
• vehicle registration numbers;
• staff;
• contractors; and
• other persons entering or leaving the premises.

CCTV footage may be used for:

• protecting vehicles, property and equipment;
• maintaining workplace and site security;
• investigating incidents;
• resolving disputes;
• preventing theft or unlawful activity; and
• complying with legal requirements.

CCTV footage will generally only be accessed where reasonably necessary for safety, security, operational or legal purposes, and is retained only for as long as reasonably necessary before being securely deleted or overwritten.

6. Website Information, Cookies and Analytics

When you visit our website, certain information may be collected automatically through cookies, analytics technologies, tags and similar tools.

This information may include:

• your IP address;
• device and browser information;
• approximate geographic location;
• pages you visit;
• how long you spend on particular pages;
• how you arrived at our website;
• interactions with website features; and
• advertising or campaign information.

We may use third-party services such as Google Analytics, Google Tag Manager, Google Ads, Meta advertising tools or similar platforms to understand website performance, measure advertising effectiveness and improve our marketing.

These third-party providers may use cookies or similar technologies in accordance with their own privacy policies.

You can control or disable cookies through your browser settings. Disabling some cookies may affect how certain parts of our website function.

7. Online Enquiries and Contact Forms

When you submit an enquiry through our website, we may collect information such as your:

• name;
• telephone number;
• email address;
• vehicle information;
• accident or repair details; and
• any information or files that you choose to provide.

Please do not provide sensitive or unnecessary personal information through our website unless it is relevant to your enquiry.

Information submitted through our website may be transmitted to and stored by website hosting, email, customer management or other technology providers used by BHARC.

8. Disclosure of Personal Information

We may disclose personal information where reasonably necessary to:

• insurance companies and insurance assessors;
• vehicle manufacturers and dealerships;
• parts suppliers;
• towing providers;
• replacement or hire vehicle providers;
• claims management and recovery service providers;
• legal advisers or representatives;
• IT, website hosting and cloud service providers;
• payment and accounting service providers;
• marketing, analytics and advertising providers;
• professional advisers;
• government authorities, regulators, law enforcement agencies or courts where required or authorised by law; and
• other service providers that assist us in operating our business.

We do not sell personal information to third parties.

9. Overseas Disclosure and Cloud Services

Some of the technology, analytics, advertising, communications and cloud service providers we use — including providers such as Google and Meta — store or process personal information on servers located outside Australia, including in the United States and other countries in which those providers or their sub-processors operate.

Because these providers may change their infrastructure or sub-processors from time to time, we cannot always guarantee the specific country in which information will be held at any given time. Where reasonably practicable, we take steps to use reputable service providers and to ensure appropriate protections are in place for personal information handled on our behalf overseas.

10. Storage and Security

We take reasonable steps to protect personal information against:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Personal information may be stored electronically or in physical records.

We may use security measures such as access controls, passwords, authentication systems, secure business software and appropriate physical security measures.

However, no method of transmission or electronic storage is completely secure, and we cannot guarantee absolute security of information transmitted over the internet.

Data breaches. If we become aware of a data breach that is likely to result in serious harm to an individual, we will assess and respond to it, and where required, notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme.

11. Retention of Personal Information

We generally retain repair, insurance and accounting records for a minimum of 7 years, to align with ATO and other regulatory record-keeping requirements.

We may retain personal information for as long as reasonably required for:

• providing our services;
• maintaining repair and warranty records;
• insurance and claim purposes;
• accounting and taxation requirements;
• resolving disputes;
• meeting legal and regulatory obligations; and
• legitimate business purposes.

When personal information is no longer required and we are not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.

12. Accessing or Correcting Your Personal Information

You may request access to personal information we hold about you.

You may also ask us to correct information that you believe is inaccurate, incomplete, out of date, irrelevant or misleading.

To make an access or correction request, please contact us using the details below.

We will not charge a fee for you to make an access request, but we may charge a reasonable administrative fee to cover the cost of locating, compiling and providing copies of the information requested, particularly for large or complex requests.

We may need to verify your identity before providing access to personal information.

In some circumstances, Australian privacy law may allow us to refuse access. If this occurs, we will generally explain the reason where we are permitted to do so.

13. Third-Party Websites and Social Media

Our website may contain links to third-party websites, social media platforms or other online services.

These third parties operate independently from BHARC and may have their own privacy policies and information handling practices.

We are not responsible for the privacy practices, security or content of third-party websites.

14. Direct Marketing

Where permitted by law, we may use your contact information to send you information about BHARC services, promotions or other relevant updates.

You may opt out of receiving direct marketing communications at any time by:

• using an unsubscribe function where provided; or
• contacting us directly.

We will take reasonable steps to process opt-out requests promptly.

15. Privacy Complaints

If you believe we have not handled your personal information appropriately, please contact us using the details below.

Please provide enough information for us to understand and investigate your concern.

We will review your complaint and aim to respond within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies to your circumstances, you may be entitled to contact the Office of the Australian Information Commissioner (OAIC).

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• changes to our business or services;
• changes to our website or technology;
• changes to the third-party services we use; or
• changes to applicable laws and regulatory requirements.

The latest version will be published on our website together with the date it was last updated.

17. Contact Us

For questions, requests or complaints relating to privacy, please contact: