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;
• your current or requested pickup location;
• vehicle make, model, registration number and other vehicle details;
• information about the condition or location of your vehicle;
• driver’s licence or identification details where reasonably required;
• details relating to an accident, breakdown or roadside incident;
• photographs, videos or other information relating to a vehicle or accident scene;
• insurance company and claim information;
• payment and billing information;
• towing destination and delivery details;
• correspondence between you and Box Hill Towing;
• information submitted through our website or enquiry forms;
• CCTV footage where you or your vehicle are present at one of our facilities;
• dashcam or vehicle camera footage where relevant;
• location and operational data generated in connection with our towing vehicles or GPS systems; and
• technical information collected when you visit our website, such as IP address, browser type, device type, pages visited and website usage information.

We only collect personal information that is reasonably necessary for our business activities and services, or where collection is otherwise required or authorised by law.

Sensitive information. Some information we receive — for example, information about injuries arising from an accident — may constitute sensitive information under the Privacy Act.

Where the Privacy Act applies, we only collect sensitive information where permitted by law, including where it is reasonably necessary for our functions or activities and we have the required consent, or where another legal exception applies.

2. How We Collect Personal Information

We may collect personal information directly from you when you:

• call us to request towing or roadside assistance;
• request an accident tow;
• arrange private or scheduled vehicle transport;
• request roadside assistance;
• submit an enquiry through our website;
• contact us by email, telephone or in person;
• arrange vehicle storage;
• provide information about an accident or breakdown;
• make a payment;
• provide feedback or submit a review; or
• otherwise use our services.

We may also receive personal information from third parties where appropriate and lawful, including:

• police or emergency services;
• insurance companies;
• accident repairers;
• vehicle owners or authorised representatives;
• other drivers or parties involved in an accident;
• roadside assistance providers;
• vehicle dealerships;
• claims management or recovery providers;
• government or transport authorities; and
• other businesses involved in arranging or managing a tow.

Where practical, we will collect personal information directly from you.

Where we collect personal information about another person from a third party — for example, another driver involved in an accident — we will take reasonable steps, where required and practicable, to make that person aware of the circumstances of collection and this Privacy Policy.

3. Why We Collect and Use Personal Information

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

• providing towing services;
• providing roadside assistance;
• locating you and your vehicle;
• dispatching an appropriate tow truck;
• arranging accident towing;
• transporting vehicles to repairers, storage facilities or other destinations;
• providing private or scheduled towing;
• providing underground or low-clearance towing;
• providing motorcycle, caravan, boat, trailer or large vehicle towing;
• arranging vehicle storage;
• communicating with you about your tow or stored vehicle;
• providing estimated arrival times and service updates;
• processing payments and issuing invoices;
• responding to enquiries and customer service requests;
• communicating with insurers, repairers, police or other relevant parties;
• maintaining operational, towing and storage records;
• managing disputes, insurance matters or claims;
• improving our services and customer experience;
• monitoring and improving website performance;
• carrying out advertising and marketing activities;
• preventing fraud, misuse or unlawful activity;
• complying with legal, regulatory, licensing and record-keeping obligations; and
• protecting our legal rights and interests.

We will generally only use or disclose personal information for the purpose for which it was collected, for a related purpose that would reasonably be expected, with consent, or where otherwise permitted or required by law.

4. Accident Towing Information

Where we provide accident towing services, we may collect information relating to:

• the accident location;
• vehicles involved;
• vehicle registration details;
• vehicle damage;
• the owner or driver’s contact details;
• the towing destination;
• insurance information;
• police or incident reference information; and
• other relevant details about the accident.

We may need to share relevant information with insurers, repairers, vehicle owners, authorised representatives, police, government authorities or other parties involved in managing the accident, tow or vehicle.

Where applicable, we may also collect, retain, use or disclose information where required or authorised under Victorian towing legislation, including the Accident Towing Services Act 2007 (Vic) and the Accident Towing Services Regulations 2019 (Vic).

We will only disclose information that is reasonably necessary for the relevant purpose, or where disclosure is required or authorised by law.

5. Location and GPS Information

Our towing operations may use GPS and location technology to assist with:

• dispatching tow trucks;
• identifying the location of our towing vehicles;
• estimating arrival times;
• determining pickup and delivery locations;
• improving operational efficiency;
• improving driver and vehicle safety; and
• maintaining service and operational records.

Location information may be recorded by systems used in our towing fleet or by third-party service providers supporting our operations.

We only use customer location information where reasonably necessary to provide, manage or document our services, or where otherwise permitted or required by law.

Vehicle-tracking information relating to employees is handled separately in accordance with applicable workplace requirements and our internal workplace policies.

6. CCTV, Dashcam and Vehicle Camera Footage

Our premises and vehicle storage facilities may use CCTV for safety, security and operational purposes.

CCTV footage may capture:

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

Our tow trucks may also use dashcams or other vehicle-mounted cameras, including cameras located inside the cabin or externally.

These cameras may record:

• roads, traffic and the surrounding environment;
• customers, their vehicles and property present at a towing or accident scene;
• the vehicle being towed;
• the towing, loading and unloading process; and
• drivers and occupants of the tow truck where a cabin-facing camera is installed.

CCTV, dashcam and vehicle camera footage may be used for:

• protecting stored vehicles, property and equipment;
• maintaining workplace and site security;
• driver, customer and public safety;
• investigating incidents and accidents;
• resolving disputes or insurance claims;
• reviewing towing or vehicle handling events;
• preventing theft, fraud or unlawful activity; and
• complying with legal requirements.

Our use of surveillance devices is subject to applicable Victorian law, including the Surveillance Devices Act 1999 (Vic).

Where a device is capable of recording audio as well as video, audio recording will only be used where lawful.

Footage will generally only be accessed where reasonably necessary for safety, security, operational, insurance or legal purposes.

Footage will be retained only for as long as reasonably necessary for the purpose for which it was collected or as required by law, after which it will be securely deleted or overwritten where practicable.

7. 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;
• browser type;
• device type;
• approximate geographic location;
• pages visited;
• time spent on the website;
• referral source;
• 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; and
• similar analytics, marketing or advertising platforms.

These services may be used to:

• understand how visitors use our website;
• measure website performance;
• measure advertising effectiveness;
• improve our marketing; and
• improve user experience.

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

You may control or disable cookies through your browser settings. Some website functions may not operate correctly if cookies are disabled.

8. 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;
• pickup location;
• towing destination;
• vehicle details;
• accident or breakdown information; and
• any other information you choose to provide.

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

Please avoid providing unnecessary sensitive information through website forms.

9. Disclosure of Personal Information

We may disclose personal information where reasonably necessary to:

• insurance companies;
• accident repairers;
• vehicle owners;
• authorised representatives;
• roadside assistance providers;
• police and emergency services;
• government and transport authorities;
• storage facility providers;
• payment processors;
• accounting providers;
• legal advisers;
• IT and website hosting providers;
• communications providers;
• marketing and analytics providers;
• claims management or recovery providers;
• professional advisers; and
• other service providers that assist us in operating our business.

We may also disclose information where required or authorised by law.

We do not sell personal information to third parties.

10. Overseas Disclosure and Cloud Services

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

The location of overseas processing may change from time to time depending on a provider’s infrastructure and sub-processors.

Where the Privacy Act applies and we disclose personal information to an overseas recipient, we will take reasonable steps as required under the Australian Privacy Principles to ensure that the overseas recipient handles the information consistently with applicable Australian privacy requirements, unless an exception applies.

Where practicable, we will identify the countries in which overseas recipients are likely to be located.

11. 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 in electronic systems, operational systems or physical records.

Security measures may include:

• password protection;
• access controls;
• authentication systems;
• secure business software;
• CCTV;
• physical site security; and
• restricted access to operational and customer information.

We may also restrict access to personal information according to an employee or contractor’s role and business need.

However, no electronic storage or internet transmission method can be guaranteed to be completely secure.

Data breaches. If we become aware of a data breach that may involve personal information, we will assess the incident and take appropriate remedial action.

Where the Notifiable Data Breaches scheme under the Privacy Act applies and a breach is likely to result in serious harm, we will comply with applicable notification obligations, including notifying affected individuals and the Office of the Australian Information Commissioner where required.

12. Retention of Personal Information

We retain personal information for as long as reasonably required for the purpose for which it was collected, including for:

• providing towing or storage services;
• maintaining towing and operational records;
• insurance and accident-related purposes, including the period required to manage or resolve a related claim or dispute;
• accounting and taxation requirements;
• licensing and regulatory requirements;
• legal or evidentiary requirements; and
• legitimate business purposes.

Different categories of records may be subject to different legal or operational retention periods.

When personal information is no longer required for a lawful purpose and we are not required by law to retain it, we will take reasonable steps to securely destroy or de-identify it.

13. 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 request access or correction, please contact us using the details below.

We may need to verify your identity before providing access or making a correction.

Where the Privacy Act applies, we will handle access and correction requests in accordance with applicable Australian Privacy Principles.

In certain circumstances we may be permitted or required to refuse access. Where required by law, we will provide reasons for the refusal and information about available complaint mechanisms.

14. 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 and may have their own privacy policies, terms and information-handling practices.

Box Hill Towing is not responsible for the privacy practices, security or content of third-party websites or services.

We recommend reviewing the privacy policy of any external website or service before providing personal information.

15. Direct Marketing

Where permitted by law, we may use your contact information to send information about:

• our towing services;
• roadside assistance services;
• promotions;
• service updates; or
• other relevant business information.

Where we send commercial electronic messages, including marketing emails or SMS messages, we will do so in accordance with the Spam Act 2003 (Cth) and other applicable requirements.

We will only send commercial electronic messages where we have the required consent or are otherwise permitted by law.

Our commercial electronic messages will identify Box Hill Towing as the sender, include appropriate contact information and provide a clear and functional method for unsubscribing.

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

• using an unsubscribe link or function where available;
• replying STOP where that option is available; or
• contacting us directly.

We will process unsubscribe requests within the period required by applicable law.

16. Privacy Complaints

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

Please provide sufficient information so that we can understand, investigate and respond to your concern.

We will:

• acknowledge or review your complaint within a reasonable period;
• investigate the circumstances where appropriate; and
• provide a response or proposed resolution within a reasonable timeframe.

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

17. Changes to This Privacy Policy

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

• changes to our towing or roadside services;
• changes to our business operations;
• changes to our website or technology;
• changes to third-party providers;
• changes to our information-handling practices; or
• changes to applicable laws and regulatory requirements.

The latest version will be published on our website with its Last Updated date.

18. Contact Us

For privacy questions, access requests, correction requests or complaints, please contact: