Privacy Policy

Who We Are

The Information We Collect

In the course of providing not-at-fault accident management services, we collect personal information. Depending on your dealings with us, this may include:

• Your contact details — name, mobile number, email and suburb
• Accident details — what happened, when and where, and whether your car can be driven
• Vehicle details — information about your car and the other vehicle involved
• The other driver's details — name, contact and registration information you provide to us
• Insurance details — information about the insurers involved in the claim
• Photos — any photographs you provide to us of the accident scene, vehicles or damage

We only collect information that is reasonably necessary to provide our services and run our business.

How We Collect Information

We collect information directly from you through our website forms, phone calls, SMS and email. When you submit an enquiry or speak with us, the details you provide are the main way we gather information. Occasionally we may collect information about you from a third party, such as a repairer or insurer involved in your claim, generally with your consent or as otherwise permitted by law.

Why We Use Your Information

We collect, hold, use and disclose personal information for the primary purpose of providing our services and running our business, including to:

• assess your eligibility for our services
• arrange a comparable replacement vehicle for you while yours is off the road
• manage your panel beating and smash repairs from start to finish
• recover your costs from the at-fault driver or their insurer
• respond to and follow up on your enquiries
• administer and improve our business and our services

We will only use or disclose your information for a secondary purpose where you would reasonably expect it, where you consent, or where the law otherwise permits or requires it. We do not sell your personal information, and we do not disclose it to third parties for their own marketing purposes without your consent.

Who We Share Your Information With

To provide our services, we may share your information with general categories of third parties, including:

• repairers who carry out panel beating and smash repairs
• replacement vehicle providers
• insurers, including the at-fault driver or their insurer
• recovery agents and legal representatives involved in the claim
• the software and IT providers that run our website and communications

We only share information that is necessary for the purpose, and we expect those third parties to handle it in line with applicable privacy law.

Overseas Disclosure

Some of our software and IT providers may store or process information outside Australia, including in the United States. This means personal information you provide — such as your name, contact details and accident information — may be held on secure servers located overseas. We have arrangements in place with our service providers directed at protecting your information to a standard consistent with Australian privacy law. By providing your information to us through our website, phone system or contact tools, you acknowledge this overseas storage and processing.

SMS and Email Follow-Up

We may contact people who enquire by SMS or email about their enquiry, including to follow up on eligibility, arrange a replacement vehicle or repairs, or recover costs. You can opt out of these messages at any time, including by replying STOP to an SMS or using the unsubscribe option in an email. Transactional messages needed to progress your matter may continue after you opt out of marketing unless you ask us to stop these as well.

Cookies and Website Analytics

Our website may use cookies and third-party tools, such as website analytics and Google Maps, to help us understand how the site is used and to show our location and service areas. These tools collect information in accordance with their own privacy policies, which we encourage you to review. You can manage cookies through your browser settings.

Data Security and Retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes access controls and encryption for electronic systems, physical security for paper records, and confidentiality obligations for anyone who handles your information on our behalf.

We retain client and claim records for as long as needed to provide our services and meet our legal and business obligations, and for longer where the law requires it. When records are no longer required, we destroy or de-identify them securely.

Access and Correction

You may ask to access the personal information we hold about you, and to have it corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, contact our Privacy Officer at YBV Group Pty Ltd, using the details above. We will respond within a reasonable time.

There are limited circumstances in which we may need to refuse a request (for example, where giving access would pose a serious threat to someone's health or safety, or as otherwise permitted by law). If that occurs, we will explain why.

How to Make a Complaint

If you have concerns about how we have handled your personal information, please contact our Privacy Officer at YBV Group Pty Ltd, using the details above. We will acknowledge your complaint and aim to resolve it within a reasonable time.

If you are not satisfied with our response, you can complain to:

• Office of the Australian Information Commissioner (OAIC), oaic.gov.au, 1300 363 992

Changes to This Policy

We may update this policy from time to time to reflect changes in our practices or the law. The current version is always available on our website, and the "last updated" date at the top of this document reflects the most recent revision.