As part of our commitment to provide the highest standards of customer service, Queensland Motorways and its controlled entities are committed to protecting the privacy of our customers' personal information. We only collect the personal information we reasonably require to conduct our business and to provide the best possible standard of service to you.
We comply with:
- The Privacy Act 1988 (Cth), Privacy Amendment (Private Sector) Act 2000 and the National Privacy Principles;
- Australian Standard 4721-2000: Personal Privacy Practices for the Electronic Tolling Industry; and
- Part 7 Chapter 6 Transport Infrastructure Act, 1994 (Qld).
The primary purpose for which we use the personal information you provide to us is to calculate and collect the tolls, fees and charges prescribed by law or otherwise payable and, if you have an account with us, to manage your account in accordance with the terms and conditions of our Customer Services Agreement. Unless you opt out (which you may do by notifying us at any time), we may also use information related to your travel on our roads for our market research and we may notify you of new products or services, changes to our Customer Services Agreement, changes to or discontinuance of our products or services and changes to conditions for the use of our roads.
Where possible, we allow you the opportunity to transact with us anonymously. However, we may not then be able to assist you if, for example, there is a problem with a tag we have issued to you, and the full range of our services will not be available to you.
Account customers
Where you have an account with us, we need the personal details which you provide on your application form to open and manage your account with us and to process tolls, fees and charges and your payments and/or refunds. Without those details we cannot open an account for you.
We use the personal information we collect from you:
- to send you an account card (if you have not authorised automatic top-ups) and any tags you request;
- to return the tags to you if they are lost, mislaid or stolen and are later returned to us;
- to contact you if there is any problem with your tags or your account;
- to manage and administer your use of our roads (and the use of your tags on other toll roads) and to collect the tolls, fees and charges due;
- to respond to any query you may have and to process any payment you wish to make to us or to process any refund due to you; and
- to notify you of new products or services, changes to our Customer Service Agreement, changes to or discontinuance of any of our products or services and changes to conditions for the use of our roads.
Accounts and post-paid passes
Where you wish to have the convenience of a post-paid pass or automatic top-ups to your account, we need the bank account details (account customers only) or credit card details you provide to enable us to collect the amounts due to us. Without those details we cannot open a post-paid pass for you or set up automatic top-ups to your account. We will use this information to collect the amounts due to us and, if applicable, to refund amounts due to you.
Imaging
Our tolling system will take photographs of your vehicle as it travels through toll points on our roads. We will use these photographs to classify your vehicle, and to identify the tolling product to be charged if a tag is not fitted, so that we can process tolls, fees and charges against your account or pass.
If you do not have a valid account or pass and do not pay the applicable tolls, fees and charges when we request that you do so, these photographs may be passed to a Government agency so that appropriate enforcement action may be taken.
We use closed circuit cameras to monitor traffic conditions and incidents on our motorways, and webcams to provide information to the general public about traffic conditions.
Cookies
Cookies are generally not used on our websites.
Retention and release of personal information
Your personal information (including photographs of your vehicle) is kept for as long as it is required for the purpose for which it was obtained or as otherwise required by law. We take measures to destroy or permanently de-identify personal information when its retention is no longer required. The types of measures we take vary with the type of information, and how it is collected and stored.
Your personal information (including photographs of your vehicle) is only released to third parties where we are authorised or required to release it by law.
Post-paid accounts
If you submit an application for a post-paid account, you agree (or are deemed to have agreed) that we will not give you access to any reports we receive from any referees you nominate or to any details of our evaluation processes in deciding whether to offer a post-paid account to you.
Accessing and correcting personal information
Queensland Motorways takes reasonable care to ensure that all the personal information we collect and use is accurate, up-to-date and protected from unauthorised access, loss, misuse, disclosure or alteration. The accuracy of that personal information relies substantially on the information you provide to us. If you wish to:
- update personal information you have provided to us, please log onto your account or post-paid pass on our website (www.govia.com.au) to correct it or contact our Customer Contact Centre or Customer Service Centre so that we may correct it for you.
- access your personal information, please contact our Privacy Officer at the contact details shown below.
Proof of identity may be required before any release or correction of personal information.
Privacy Policy
While this Privacy Statement summarises how we manage privacy protection of your personal information, a complete copy of our Privacy Policy will be forwarded to you on request by contacting the Privacy Officer.
Privacy Officer
Queensland Motorways Limited
PO Box 2125
Mansfield Qld 4122
Tel: (07) 3323 0000
Email: privacyofficer@qldmotorways.com.au
More information about privacy law and the National Privacy Principles is also available from the Commonwealth Privacy Commissioner at http://www.privacy.gov.au
go via disclaimer
We are not responsible or liable for:
(a) any loss or damage, however caused, (including through our negligence), which you may directly or indirectly suffer in connection with your use of these websites or the products and services which can be accessed from these websites or any linked website;
(b) any loss in connection with your use of, or reliance on, information contained on or accessed through these websites;
(c) interference with or damage to your computer systems in connection with your use of these websites or a Linked Website. You must take your own precautions to ensure that your use of any Material on these websites or on any Linked Website is free of viruses or anything else (such as worms or Tojan horses) that may interfere with or damage the operation of your computer system.
Except as set out in clause (c) above, to the maximum extent permitted by law, we exclude all liability to you or anyone else for any loss or damage of any kind however caused (including through our recklessness or negligence) arising from or relating in any way to or in connection with the Material, access or inability to access these websites, any use of these websites, any material on a Linked Website, access or inability to access a Linked Website or any use of a Linked Website (Services).
Where any law implies a warranty or condition that may not lawfully be excluded arising from or related in any way to the Services, then to the maximum extent permitted by law, our liability is limited, at our option, to the resupply of the Services or to the payment of the cost of having the Services resupplied. This disclaimer does not attempt or purport to exclude liability arising under statute if, and to the extent, such liability cannot be lawfully excluded.
Except in relation to liability for personal injury (including sickness and death), and except as otherwise stipulated in these terms and conditions, we will not accept liability to you in respect of any loss or damage (including indirect, special, or consequential loss or damage) which may be suffered or incurred by you or which may arise directly or indirectly in respect of any Tolling Product supplied to you pursuant to an order placed by you on these websites or in respect of any failure or omission on our part to comply with our obligation under these terms and conditions or under a customer service agreement.