1. About this policy
Red Gum Cabs (“we”, “us” or “our”) provides taxi booking and transport services in Victoria. This policy covers personal information handled through our website, booking form, email, telephone and other direct communications. Contact details for privacy enquiries are below.
We handle information in accordance with the laws that apply to our activities, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where applicable, and the Health Records Act 2001 (Vic) when we handle health information. This policy does not limit your rights under applicable law.
2. Information we collect and how
We usually collect information directly from you through a form, call, email or message. If someone arranges transport on your behalf, we may receive details from them. Please provide another person’s details only with their authority or another lawful basis, and make this policy available to them.
Information may include your name, email address, telephone number, pickup and destination, journey date and time, passenger numbers, vehicle and luggage requirements, flight details, payment preference and journey instructions. Trip and business records may also include the assigned driver and vehicle, actual journey times and locations, fares, payment records, correspondence and complaints.
Our hosting and technology providers may receive IP addresses, browser and device information, access times, request information and security or service logs. Our booking service uses limited security and delivery records to prevent misuse and duplicate submissions.
You can make a general enquiry without identifying yourself where practicable. We need enough accurate contact and journey information to arrange transport. If required details are missing, we may be unable to process a booking or provide the service. The booking form does not collect payment-card details.
3. Health and other sensitive information
Please do not enter diagnoses, medical history, disability details, Medicare or NDIS numbers, TAC or WorkSafe claim details, payment-card details or other sensitive information in the booking form or send them by ordinary email or SMS.
If you need assistance with your journey, call us to discuss only the practical arrangements needed. A telephone conversation does not remove our privacy obligations. Where health or other sensitive information is reasonably necessary, we will explain the purpose and seek consent unless the law permits or requires collection without consent. We limit any sharing to what is lawful and necessary for the service.
If we receive sensitive information that we did not request, we assess whether we may lawfully retain it. If we cannot, we take steps to securely delete or de-identify it where lawful and reasonable. Please contact us promptly if you send sensitive details by mistake.
4. How we use information
We use information to respond to enquiries, assess availability, arrange and manage journeys, allocate a suitable driver and vehicle, communicate booking details and changes, manage payments, resolve complaints, maintain safety, prevent misuse and meet accounting, reporting and legal obligations.
We use or disclose information for the purpose for which it was collected, with your consent, or on another basis permitted or required by law. Submitting a booking form is not consent to unrelated marketing.
5. Sharing and service providers
We share relevant journey and contact details with the driver or operator assigned to your trip. We may share relevant records with professional advisers, insurers, payment providers and authorities, including Safe Transport Victoria, where needed for the service or permitted or required by law. Disclosures for safety, legal claims or emergencies must have a lawful basis. We do not sell customer personal information.
Our website is hosted through OpenAI Sites using Cloudflare infrastructure. These providers process website requests and form submissions. Google Workspace sends and stores booking emails, including the business notification and customer copy. Google and the recipient’s email provider process those emails; this is not a service with no third-party storage.
The current booking application does not save passenger names, contact details, addresses or booking notes in its website database. It stores connection settings and limited security and delivery records, including protected request fingerprints, references and status information. Booking emails and separate business trip records remain subject to the retention rules below. Providers may also retain service logs or backups under their own arrangements.
If you contact us through an external service, that service also handles your communications under its own terms and privacy policy.
6. Google Maps and website technology
The booking form loads Google Maps technology when an address field is focused. As you type an address, search text is sent to Google for suggestions, even before you submit a booking. Google may also receive your IP address and browser information. Selecting a suggestion requests information about that place. Our application does not save a database of address searches or suggestions.
Choosing a suggestion is optional, but typing into the online address fields can still send searches to Google. To arrange a trip without online address search, call us. Google Maps is subject to Google Maps terms and Google’s Privacy Policy.
The current website does not include advertising pixels or a separate audience-analytics tool. Hosting, security, sign-in and embedded services may use cookies or similar technology. Browser settings can control cookies, although blocking essential technology may affect some functions.
7. Overseas handling
Our technology providers operate internationally. Information may be stored, processed or accessed outside Australia, including in the United States. Cloudflare also identifies the European Economic Area as a principal storage region. Google and hosting providers use global infrastructure and support operations; locations depend on the service and support involved. We do not promise Australian-only storage.
Provider lists describe the relevant countries and activities and form part of the location information available with this policy: Google Workspace processing locations, OpenAI service providers and locations, and Cloudflare international transfers. A listed location does not mean every customer’s information is processed there. Contact us for help understanding the arrangements relevant to your information.
Privacy laws overseas may differ from Australian law. Where applicable law requires safeguards for an overseas transfer, we must take the required steps. Using the website does not waive your privacy rights or our legal responsibilities.
8. Security and privacy incidents
We take reasonable steps to protect information against misuse, interference, loss and unauthorised access, modification or disclosure. The booking application uses HTTPS, restricts administrative access, encrypts stored connection credentials and limits records in the website database. Access to journey information should be limited to people who need it for an authorised purpose.
No transmission or storage system is completely secure. If we identify a privacy incident, we will assess and contain it, take appropriate remedial action and notify affected individuals and regulators where required by law. Report suspected incidents using the contact details below.
9. Retention and deletion
We keep information for the time needed to provide the service and meet applicable record-keeping, accounting, safety, complaint and legal requirements. Where Victorian booking-service-provider record obligations apply, required trip records must be retained for at least three years from creation. Most tax records generally need to be kept for five years from the relevant statutory starting point. Other laws, company-record obligations, disputes or legal holds can require longer retention. These requirements do not mean every optional booking note must be kept for the same period.
Booking emails are business records; the website does not automatically delete them from email accounts. Retention is determined by the record type, its ongoing purpose and applicable obligations. Information no longer needed for a lawful purpose is securely destroyed or de-identified, subject to any legal requirement to retain it.
Application security and delivery records have expiry periods ranging from hours to seven days and are removed by cleanup on subsequent booking or connection activity. Expiry does not guarantee immediate physical deletion. Provider backups and service logs can follow separate retention cycles.
You may request deletion. We will explain if some information must be retained and why. Deleting a website record does not itself delete copies held in business email, backups or by a recipient.
10. Marketing choices
A booking does not automatically enrol you in marketing. Promotional email or SMS must have consent as required by law, identify the sender and include a clear unsubscribe option. You may opt out using that option or by contacting us. We will action marketing unsubscribe requests within five working days. Necessary messages about your requested journey may still be sent.
11. Access and correction
Contact us to request access to information we hold about you, correct inaccurate or incomplete details, or ask about deletion. We may reasonably verify your identity or authority to act for someone else without collecting unnecessary identification.
We aim to respond within 30 days, subject to any different legal timeframe. If more time is needed, we will explain why and give an expected response date. Where access or correction is lawfully refused, we will explain the reasons and complaint options, unless the law prevents us from doing so. We do not charge for making a request or requesting correction. We will explain any lawful, reasonable access charge before proceeding.
12. Privacy complaints
Send complaints to info@redgumcabs.com.au, addressed to the person responsible for privacy at Red Gum Cabs. Describe what happened, the approximate dates and the outcome you seek. If you need help making a complaint, call 1300 561 791.
We will acknowledge your complaint, review the relevant records and circumstances, and respond with our findings and any proposed action. We aim to respond within 30 days. If delayed, we will explain why and keep you informed of the expected timeframe.
If dissatisfied, you can seek advice from the Office of the Australian Information Commissioner about whether it can consider your complaint. Its jurisdiction depends on whether the relevant law applies. For complaints about health information handled in Victoria, contact the Victorian Health Complaints Commissioner. These bodies can explain their complaint requirements and available options.
13. Policy updates
We may update this policy as our services, providers or legal obligations change. The version and effective date appear above. You can request a copy free of charge using the contact details below.