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Transurban Credit Reporting Policy

Last updated: 21 January 2022 | Print as PDF

1. Our Privacy Commitment

  1. At Transurban we take privacy seriously. We are committed to our customers and the communities in which we operate, and to protecting our customers’ privacy.
  2. Our Credit Reporting Policy outlines the commitment of Transurban and its Subsidiaries (“Transurban” or “we”, “us” or “our”) to protect the privacy of our customers’ credit related personal information (“Credit-Related Information” ) that we collect, use, disclose and hold in the conduct of our business.
  3. This policy does not apply to the collection, use or disclosure of credit information about corporations.
  4. Transurban complies with the credit reporting provisions in Part IIIA of the Privacy Act and the Credit Reporting Code registered under the Privacy Act and should be read in conjunction with our Privacy Policy that is available on our website at https://www.transurban.com.au/privacy and on the Linkt website at https://www.linkt.com.au/legal/policies/transurban-privacy-policy.

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2. What does our Credit Reporting Policy do?

  1. Our Credit Reporting Policy describes how we look after the Credit-Related Information we collect, including the kinds of Credit-Related Information we collect, why we collect it, and how we hold, use and disclose it.
  2. By using our products or services or by providing Credit-Related Information to us, you agree to the terms of our Credit Reporting Policy.
  3. We may need to change our Credit Reporting Policy. If we do, we will post the updated version on this page, on our website at https://www.transurban.com.au/crp, and on each relevant retail brand website. The updated version will take effect from the date stated at the top of the Credit Reporting Policy.
  4. If the changes are significant, we will aim to provide a more prominent notice of the change and, where possible, send our customers a notification of the changes. We encourage you to check our website from time to time to ensure that you are aware of our current Credit Reporting Policy and how it applies to you.
  5. We are also committed to ensuring that all personal information (including Credit-Related Information) that we collect is managed in accordance with the Privacy Act and other applicable laws protecting privacy. Our Privacy Policy explains how and for what purposes Transurban collects, holds, uses and discloses personal information (including Credit-Related Information). A copy of our Privacy Policy is available on our website at https://www.transurban.com.au/privacy and on the Linkt website at https://www.linkt.com.au/legal/policies/transurban-privacy-policy.

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3. What Credit-Related Information do we collect from you?

  1. Transurban may collect many types of Credit-Related Information from you in relation to your customer accounts, payments and defaults in the normal course of its business operations, including when you travel on a Transurban toll road without a tag, pass or valid account. The types of Credit-Related Information that Transurban may collect from you include (but are not limited to):
    1. identification details (such as your date of birth, name and driver's licence number);
    2. tolls and fees charged, paid, not paid and owed;
    3. your account balance;
    4. your billing details; and
    5. information to determine or verify if you are entitled to a discount or concession or in relation to a financial hardship assessment (including information related to your solvency or income).

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4. What Credit-Related Information do we collect from third parties?

  1. Transurban may collect certain types of Credit-Related Information from debt collection agencies, including:
    1. information related to your solvency; and
    2. information in relation to a financial hardship assessment.
  2. Transurban does not collect Credit-Related Information from Credit Reporting Bodies.

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5. Why do we collect your Credit-Related Information?

  1. Transurban may collect, hold, use and disclose Credit-Related Information in order to:
    1. provide you with our products and services (including your Linkt customer account);
    2. conduct internal investigations as to the needs of customers and to continually improve our products and service offerings;
    3. respond to a complaint or request for the correction of your Credit-Related Information in accordance with this Credit Reporting Policy;
    4. disclose Credit-Related Information (including default information) about you to Credit Reporting Bodies and debt collection agencies if you are in payment default, for the purpose of recovering amounts due and payable;
    5. assess your eligibility for hardship assistance and determine the extent of your eligibility under our Hardship Policy; and
    6. comply with legal and regulatory obligations (including any court order).

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6. What Credit-Related Information do we disclose to Credit Reporting Bodies and debt collection agencies?

  1. Transurban may disclose Credit-Related Information (including default information) about you to Credit Reporting Bodies and debt collection agencies if:
    1. you have committed a serious credit infringement, such as fraudulently obtaining consumer credit; or
    2. you are in payment default, but only where you are at least 60 days overdue in making the payment of $150 or more, we have provided you with written notice requesting payment of the overdue amount, and we have given you at least 30 days prior written notice informing you that we will disclose your Credit-Related Information to a Credit Reporting Body should you fail to pay the overdue amount.
  2. The types of Credit-Related Information that we may disclose to Credit Reporting Bodies and debt collection agencies includes:
    1. identification information, such as your name, gender, address, email address, date of birth or driver's licence number;
    2. information about your account, including your balance and status (e.g. suspended due to non-payment); and
    3. information about a payment default, including the fact that you have defaulted on a payment, the date of the default and the amount of the default.

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7. When do we disclose information overseas?

  1. We may disclose Credit-Related Information to recipients that are located in a different Australian State or Territory to you and to recipients located outside Australia. Further detail of the countries that we may disclose Credit-Related Information to is set out in our Privacy Policy available on our website at https://www.transurban.com.au/privacy and on the Linkt website at https://www.linkt.com.au/legal/policies/transurban-privacy-policy.

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8. How do we secure your information?

  1. We use reasonable safeguards and security measures to ensure Credit-Related Information we hold about you is protected from risks such as misuse, interference, and unauthorised access, modification or disclosure. We use a number of physical and electronic measures to protect your Credit-Related Information.
  2. However, the Internet is not a secure environment. Although due care is taken, we cannot guarantee the security of information provided to us via electronic means or stored electronically.
  3. Credit-Related Information is only retained for as long as is necessary for the identified purposes or as required by law.

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9. How can you access and correct your Credit-Related Information?

  1. You have a right to access Credit-Related Information that we hold about you. If you wish to access Credit-Related Information that we hold about you, you may contact the Transurban Privacy Officer by email at privacy@transurban.com. Please:
    1. include your contact details (such as email address, name, address and telephone number); and
    2. clearly describe the Credit-Related Information you require access to.
  2. We will endeavour to deal with your request within 30 days, and may charge for our reasonable costs incurred in giving access to the Credit-Related Information. If we deny access to any part of the Credit-Related Information that is requested, we will notify you of our reasons in writing. If you make a Credit-Related Information access request to us, we also recommend making access requests to Credit Reporting Bodies to ensure you have access to the most up-to-date information.
  3. We take all reasonable steps to ensure that Credit-Related Information we collect and use is accurate, complete and up-to-date. If you think that any Credit-Related Information we hold about you is inaccurate, incomplete, outdated, irrelevant or misleading you may contact the Transurban Privacy Officer by email at privacy@transurban.com. Please:
    1. include your contact details (such as email address, name, address and telephone number); and
    2. clearly describe the Credit-Related Information you think is inaccurate, incomplete outdated, irrelevant or misleading.
  4. We will take reasonable steps to make sure that the Credit-Related Information is corrected within 30 from the day on which your request is made or such longer period you have agreed to in writing. In some situations, we may need to consult with another party in order to respond to your request. If we:
    1. correct Credit-Related Information that we hold about you, we will give you written notice of such correction within 5 business days of our correction. If that correction relates to Credit-Related Information that we have previously disclosed to a third party in accordance with this policy, we will, to the extent practicable, give each recipient of the Credit-Related Information written notice of the correction within a reasonable period; or
    2. do not correct the Credit-Related Information that we hold about you, we will give you written notice within 5 business days of our decision that we have not made the correction and provide our reasons for not correcting the information.
  5. If you are not satisfied with our response to your access or correction request, then you may contact the relevant regulator such as the Office of the Australian Information Commissioner (“OAIC”) or the Tolling Customer Ombudsman (further details on how to do this are set out below).

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10. Complaints and External Dispute Resolution

  1. If you wish to make a complaint about the way we have handled your Credit-Related Information, or if you believe we have not complied with our obligations under the credit reporting provisions in Part IIIA of the Privacy Act or in the Credit Reporting Code, you may do so by contacting the Transurban Privacy Officer by email at privacy@transurban.com. Please:
    1. include your contact details (such as email address, name, address and telephone number).
    2. clearly describe your concerns.
  2. We will acknowledge your complaint within 7 days and such acknowledgement will set out how we will deal with the complaint. We will then investigate your complaint and will give you written notice of our decision regarding your complaint within 30 days from the day on which your complaint is made or such longer period as you have agreed to in writing.
  3. If you are not satisfied with our response, you may also contact the relevant regulator such as the OAIC or the Tolling Customer Ombudsman. As at the date of this Credit Reporting Policy, the contact details are as follows:

     

    Tolling Customer Ombudsman
    NSW and VIC:
    PO Box 7095 Hawthorn North VIC 3122

    Queensland:
    PO Box 2615
    Mansfield QLD 4122
    Phone: 1800 145 009
    Email: admin@tollingombudsman.com.au
    Website: https://tollingombudsman.com.au/

    Office of the Australian Information Commissioner
    Mail:
    GPO Box 5218
    Sydney NSW 2001
    Phone: 1300 363 992
    Email: enquiries@oaic.gov.au
    Website: https://www.oaic.gov.au/individuals/how-do-i-make-a-privacy-complaint

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11. Hardship Policy

  1. Where you contact us seeking assistance to pay for your tolls, we may collect information about your personal circumstances in order to assess your eligibility for hardship assistance and determine the extent of your eligibility under our Hardship Policy. Further information about how we will use, disclose and secure this type of personal information held by us (including sensitive information), please refer to the Linkt Assist privacy collection statement available at https://www.linkt.com.au/legal/policies/linkt-assist-privacy-collection-statement, the Hardship Policy available at https://www.linkt.com.au/legal/policies/transurban-hardship-policy and our Privacy Policy available on our website at https://www.transurban.com.au/privacy and on the Linkt website at https://www.linkt.com.au/legal/policies/transurban-privacy-policy.

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12. Do you need further information?

  1. For further information about our Credit Reporting Policy or our privacy policies or practices please visit our website at transurban.com and linkt.com.au.
  2. Alternatively, you can contact the Transurban Privacy Officer by email on privacy@transurban.com.
  3. You can also contact the Linkt team using the information available on the Linkt website at https://www.linkt.com.au/contact-us.

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13. Definitions

  1. This Credit Reporting Policy applies to the following entities:

    1 each of Transurban International Limited (ABN 90 121 746 825), Transurban Holdings Limited (ABN 86 098 143 429) and Transurban Holding Trust (ARSN 098 807 419) by its responsible entity Transurban Infrastructure Management Limited (ABN 27 098 147 678) and each of its Subsidiaries.

    2 Queensland Motorways Holding Pty Limited (ACN 150 265 197) (also known as Transurban Queensland) and each of its Subsidiaries, as applicable.

    3 all the retail brands that operate under those Transurban entities, including but not limited to Linkt. 

Term
Definition
Credit Reporting Bodymeans those credit reporting bodies Transurban may deal with from time to time. As at the date of this Credit Reporting Policy, Transurban deals with Equifax Australia Information Systems and Solutions Pty Limited (ABN 26 000 602 862) (whose contact details are available at www.mycreditfile.com.au).
Credit Reporting Codemeans the Credit Reporting Privacy Code registered under the Privacy Act as may be updated from time to time.
debt collection agenciesmeans the debt collection agencies that Transurban may deal with from time to time.
personal informationmeans information or an opinion about an identified individual, or about an individual who is reasonably identifiable, whether true or not and whether recorded in material form or not.
Privacy Actmeans the Privacy Act 1988 (Cth).
Subsidiarymeans, in respect of a company, trust or other entity, a subsidiary of that entity within the meaning of the Corporations Act 2001 (Cth) or an entity which is, for the purposes of section 50AA of the Corporations Act 2001 (Cth), under the “control” of that entity.

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