Version 3: revision 15 February 2022
Automotive Assistance Services Pty Ltd operates under several business names
including Glass Assist.
Automotive Assistance Services Pty Ltd trading as Glass Assist (‘We’, ‘Us’ or ‘Glass
Assist’) collects, holds, uses and discloses your personal information in a number of
ways. Glass Assist is bound by the Privacy Act 1988 (Cth) (the Act) and the Australian
Privacy Principles contained within the Act.
personal information collected by us, and how we handle, use and disclose that personal
information. It provides general information about how Glass Assist manages your
Glass Assist collects personal information from you, in order to identify you and provide
products and services to you. To discuss the exact information we require for each
product or service, please contact us on 1300 234 945 or visit any Glass Assist branch.
The protection of your privacy and confidentiality of your personal information is
important to us.
If you choose not to provide us with the information that we have requested for, in most
cases, we will be unable to provide the product or service you have applied for, or
administer a service you have already purchased. Where this arises, we will advise you
Questions, comments and complaints
If you have any questions or comments regarding your privacy in relation to Glass
Assist, please contact us on 1300 234 945 or email us at firstname.lastname@example.org
If you believe that we have not fulfilled our obligations under the Privacy Act or you do
not agree with a decision made by Glass Assist in relation to the access or update of
your personal information, you can make a complaint to us by writing to us at:
Group Risk & Compliance
PO Box 4 Springwood QLD 4127
Once we have received your complaint, we will investigate and endeavour to respond to
you within 15 working days. If you are unhappy with the response from Glass Assist, you
can direct your complaint to the Federal Privacy Commissioner at:
Office of the Australian Information Commissioner (OAIC)
GPO Box 5218
Sydney NSW 1042
Phone: 1300 363 992
TTY: 1800 620 241
Changes to this privacy statement
This privacy statement was last updated on 18 February 2021. Glass Assist continuously
reviews its privacy statement and procedures to keep up to date with relevant legislative
and operating requirements. As a result, we may update and change this privacy
statement from time-to-time and the updated version will be published on our website. If
you have a concern or query about this process and how it may affect you, please
contact us at email@example.com.
You consent to Glass Assist collecting, handling, using and disclosing your personal
information in accordance with this privacy statement, as it applies from time-to-time,
and as permitted by any law.
From time-to-time we may require your consent to collect, handle, use, and disclose
your personal information in order to continue to provide you the products or services
you have requested or have already purchased. Your consent can be express or
Express consent can be verbal or written.
Your implied consent is taken when Glass Assist can reasonably conclude by some
action you take, or if you decide to take no action, for example when you call us and
continue to speak to us after hearing that calls may be recorded or when you provide us
with personal information that we have not specifically requested.
Keeping your information safe
Glass Assist has policies and procedures that prescribe how we handle and store
information, and to ensure that information is only accessed by people that have the
authority and need to do so. Both physical (such and locks and security systems) and
electronic (such as firewalls and access controls for computer systems) security
mechanisms are in place and undergo routine review and testing.
Glass Assist will destroy personal information if it is no longer needed for the purposes
for which we collected it, or for the purposes of meeting legal and regulatory
requirements. Glass Assist will properly dispose of all paper files, correspondence and
any other hardcopy documents. Electronic records will be appropriately deleted from
Types of personal information that we
We will only collect information from you that is reasonably necessary to undertake our
business activities and functions. The types of information that we collect will depend on
the products and services you have asked us to provide. Additionally, the types of
information that we collect will depend on the means which you chose to communicate
with us, such as e-mail, online, telephone or in person.
The types of personal information we may ask for include, but are not limited to, the
• your contact details, address and job location;
• vehicle details and registration;
• your history in regards to products and services
Glass Assist does not use any government identifiers (e.g. your drivers licence, tax file
number, Medicare number) as your job number.
Collection of personal information via online
When you engage with us through our online resources including, but not limited to
websites and mobile applications ‘apps’.
The types of personal information we may ask for include, but are not limited to:
• server or IP addresses;
• date and time of visit to our site;
• pages visited;
• documents downloaded;
• the site you visited prior to visiting our website;
• the browser that you are using to access our resources;
• if you have visited our website before; or
• tracking user preferences.
In addition to the above, mobile apps may collect location data, however, you will be
notified if this is the case. Most of our online resources use sessions and/or cookies. The
functionality of these resources will function if you disable these, however, you may be
unable to access some functions if these are disabled.
Types of sensitive information that we collect
Sensitive information, as defined by law, includes any information about a person’s
racial or ethnic origin, political opinion, membership of a political association, religious
beliefs or affiliations, philosophical beliefs, membership of a professional or trade
association, membership of a trade union, sexual preferences or practices, criminal
record or health information.
We will always explain the purpose for collecting sensitive information.
Glass Assist also uses third party providers. Whilst we will only deal with reputable
service providers, we recommend that you read the privacy statement of the third-party
site if you are redirected.
Unsolicited Personal Information
Unsolicited personal information includes personal information that Glass Assist has not
requested or taken any active steps to receive.
Where we receive unsolicited personal information, we will determine whether we could
have received the personal information under the Australian Privacy Principles. If we
determine we could not have reasonably collected the personal information, we will as
soon as practicable either destroy or de-identify the personal information, if lawful and
reasonable to do so.
How we collect your information
In most cases, we will only collect information from you directly, including written
applications, face-to-face transactions in our branches or when you contact us via
telephone or an electronic means such as the Internet or email.
If you wish to deal with us anonymously or by a pseudonym you must advise us and
Glass Assist will assess whether both lawfully and practically we can comply with the
When you provide us with personal
information of a third party
When you provide us with the personal information of a third-party you warrant that you
have notified that third-party that you will be providing the personal information to Glass
Assist, and the purpose for which it is provided.
When you provide us with the personal information of a third-party we will only use,
handle or disclose that personal information for the purposes for which it was provided.
Using your information to provide you with
requested products and services
We use the personal information we collect to provide services and products to you. In
order to do this, we may need to disclose some of your personal information to other
people or organisations. This may include, but is not limited to contractors, agents, our
business partners or organisations that we have an alliance or arrangement with.
Further, we will share your personal information with all companies that form part of our
corporate group. If one company within our corporate group collects your personal
information, other entities within the corporate group may use and disclose your
We may also use personal information for other purposes where you would reasonably
expect us to and the purpose is related to the purpose of collection, or where otherwise
permitted by law.
Using your information to market products
and services to you
Glass Assist may use your personal information that we have collected to identify a
product or service that may be of benefit to you and may contact you to let you know
about these. Glass Assist may also disclose your personal information to our business
partners or related entities to enable them to tell you about a relevant Glass Assist
product or service.
If you do not wish to receive marketing contacts, you can contact us at any time and we
will generally process your request within 10 business days of receipt.
Disclosure of your information to third-parties
Personal information that we collect from you may be disclosed to:
• any entity to which we are required or authorised by or under law to disclose such
information (for instance, law enforcement agencies and investigative agencies,
courts, various other government bodies);
• other third-parties that you have consented to;
• our contractors, agents or business partners for purposes directly related to the
purpose for which the personal information is collected, for example, other
automotive service organisations should you require assistance outside of
• our professional advisors and other contractors (for example IT consultants);
• external providers of services where you have engaged us to act as your agent; or
• insurers, insurance investigators and claims or insurance reference services, loss
adjusters and reinsurers.
We may also disclose your personal information where otherwise permitted or required
Disclosure of your information to third parties
Glass Assist may need to disclose your personal information to an overseas recipient.
You consent to Glass Assist making these disclosures as we deem necessary to
administer and supply the requested services to you. Where we disclose your personal
information to an overseas recipient we will take reasonable steps to include relevant
obligations, aligned with the Australian privacy laws on how the recipient collects, uses,
discloses, stores and retains your personal information.
Your personal information may be disclosed overseas for the following purposes:
• Where you have to have engaged us to act as your agent and the services you have
requested us to provide require us to deal with overseas organisations.
• Where you communicate with us by e-mail, and when we communicate about you or
our products and services.
• As required for the maintenance and sustainment of our systems and databases.
• As required for the maintenance and sustainment of our systems.
We may store your information in cloud or other types of networked or electronic
storage. As electronic or networked storage can be accessed from various countries
via an internet connection, it’s not always practicable to know in which country your
information may be held. If your information is stored in this way, disclosures may
occur in countries other than those listed.
Overseas organisations may be required to disclose information we share with them
under a foreign law. In those instances, we will not be responsible for that disclosure.
Where your information is disclosed overseas, it is likely to be one of the following
• New Zealand
• Sri Lanka
• United Kingdom
• United States of America.
The above list is current as at 18 February 2021. It will change from time-to-time.
Please ensure you check it regularly for changes.
Accessing your personal information
If you request it, we will provide you a summary of any personal information held
about you in accordance with our obligations under the Privacy Act 1988 (Cth). If you
request detailed information, Glass Assist may charge a fee for the retrieval of this
Any requests for information will be processed within a reasonable timeframe
(usually within 15 business days). If the retrieval of information involves accessing
archived information and will take longer than normal, we will endeavour to provide
you with an estimated timeframe.
Under some circumstances, we may refuse you access to personal information
where denying access is required or authorised by law, for example if access would
pose a threat to life or the health of anyone, where the request for access is
regarded as frivolous or vexatious, or where information relates to anticipated or
legal proceedings. If you are denied access to your information, we will explain why.
How we keep your information up to date
We will take reasonable steps to ensure that your personal information is accurate
and up to date and we will correct this as soon as we know otherwise. You have the
right to ask us to correct your information. If you learn that your information needs to
be updated, you should contact us as soon as possible and we will process your
request. If we refuse to correct your information, we will explain why in writing, and
advise you of the mechanisms available to you to complain. You also have a right for
a statement to be attached to your personal information if Glass Assist disagrees
with your request to correct the information held.