Privacy Policy

1. Who we are

Express Auto Glass (“we”, “us”, “our”) is a locally owned and operated automotive glass business based at 6–8 Belar St, Yamanto QLD 4305, trading throughout South East Queensland since 2005.

We are committed to protecting your personal information and to handling it in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what we collect, why, who we give it to, and what you can do about it.

In this policy, “personal information” has the meaning given in the Privacy Act: information or an opinion about an identified individual, or an individual who is reasonably identifiable.

2. What personal information we collect

We only collect what we need in order to quote and carry out the work. That is typically:

• Contact details — your name, phone number, email address and the suburb or street address where the vehicle is located.
• Vehicle details — make, model, year, registration number, VIN and glass specification.
• Job information — a description or photograph of the damage, the work performed, and any notes about access to the vehicle.
• Insurance details — your insurer, policy number and claim number, where you are claiming.
• Payment information — enough to raise and settle an invoice. We do not store full card numbers; card payments are handled by our payment provider.
• Technical information — your IP address and basic browser information when you use this website, and the details you type into our enquiry form.

We do not seek sensitive information (such as health, racial or political information) and ask that you do not send it to us. If we receive it unsolicited, we will destroy or de-identify it where the law permits.

3. How we collect it

Wherever possible we collect personal information directly from you — by phone, by text message, by email, through the enquiry form on this website, or in person when we attend your vehicle.

We may also receive information about you from a third party, for example from your insurer or their claims manager when a claim is lodged, from a fleet manager or employer who books work on your behalf, or from a referrer such as a repairer or dealership.

4. Why we collect and use it

We collect, hold, use and disclose your personal information to:

• prepare a quote and identify the correct glass for your vehicle;
• arrange, perform and follow up the work, including finding the vehicle at the agreed location;
• order glass and parts from our suppliers;
• process an insurance claim on your behalf where you ask us to;
• invoice you and take payment;
• keep records of work performed, including for warranty and safety purposes;
• respond to your questions, feedback or complaints; and
• meet our legal, tax and insurance obligations.

If you choose not to give us the information we ask for, we may not be able to quote accurately, source the right glass, or carry out the work.

5. Who we share it with

We do not sell your personal information. We disclose it only where it is necessary for the purposes above, to:

• glass suppliers and wholesalers, in order to identify and order the correct product;
• your insurer, their claims manager or assessor, where a claim is involved;
• subcontracted technicians engaged by us, who are bound to handle your information as we do;
• our payment provider, accountant, bookkeeper and professional advisers;
• our IT, email and website hosting providers, as part of storing and backing up records; and
• a court, tribunal, regulator or other body where we are required or authorised by law to do so.

Where a fleet operator, employer or family member has booked the work, we may confirm the status of that job with them.

6. Overseas disclosure

We do not routinely send your personal information overseas. However, some of the software we use for email, website hosting, backups or accounting may store data on servers outside Australia, including in the United States. Where that happens we take reasonable steps to ensure the recipient handles your information consistently with the Australian Privacy Principles.

7. Marketing communications

We may occasionally contact you about our services — for example a reminder that a repaired chip should be checked, or a seasonal offer. We will only do this where you would reasonably expect it or you have consented, consistent with the Spam Act 2003 (Cth).

Every marketing message we send includes a way to opt out, and you can tell us to stop at any time by replying, or by calling 0451 180 046. We will action it promptly and at no cost to you. Opting out of marketing does not stop us contacting you about a job you have booked.

8. Cookies and website analytics

This website may use cookies and similar technologies to keep it working properly and to understand, in aggregate, how visitors use it. Cookies are small files stored by your browser. Most browsers let you block or delete them, though parts of the site may not work as intended if you do.

Our website embeds a Google Maps frame showing our service area. Google may set cookies and collect information when that map loads; Google's handling of that information is governed by its own privacy policy.

Our server keeps standard web logs, which may include your IP address, the pages you requested and the time of the request. We use these for security and troubleshooting.

9. Security and how long we keep it

We take reasonable steps to protect your personal information from misuse, interference, loss and unauthorised access, modification or disclosure. That includes access controls on our systems, secure transmission of this website over HTTPS, and limiting who in the business can see customer records.

We keep job and invoice records for as long as we need them for warranty, insurance, tax and legal purposes — generally at least seven years, as Australian tax law requires. When we no longer need personal information and are not required to keep it, we destroy or de-identify it.

10. Data breaches

If we become aware of unauthorised access to, disclosure of, or loss of personal information we hold, we will assess it promptly. Where a breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act.

11. Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and you can ask us to correct anything that is wrong, out of date, incomplete or misleading. Contact us using the details in section 14.

We will need to verify your identity first. We will respond within a reasonable period — normally 30 days — and we do not charge for making a request. If we refuse access or refuse to make a correction, we will tell you why in writing and explain how to complain.

12. Complaints

If you think we have mishandled your personal information or breached the Australian Privacy Principles, please tell us first. Call 0451 180 046 or email [email protected] with the details. We will acknowledge your complaint and aim to resolve it within 30 days.

If you are not satisfied with our response, you can take the matter to the Office of the Australian Information Commissioner (OAIC) — oaic.gov.au, or 1300 363 992.

13. Changes to this policy

We may update this policy from time to time as our business or the law changes. The current version is always available on this page, with the effective date shown at the top. Material changes will be reflected here before they take effect.

14. Contact us

For anything to do with privacy — a request, a correction or a complaint — contact:

Business

Express Auto Glass

Post

6–8 Belar St, Yamanto QLD 4305

Phone

0451 180 046

Email

[email protected]

See also our Terms of Use.