The Royal Automobile Club of Tasmania Limited (ACN 009 475 861), RACT Insurance Pty Ltd (ACN 068 167 804), companies owned and controlled by those listed companies, their subsidiaries and associated entities (collectively "RACT Group," "Group," "we," "us," or "our") are committed to protecting your privacy and handling your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). 

We provide a range of products and services to RACT members (and other customers) either directly or via contracted service providers including roadside assistance, motoring, driver training, member benefit program, insurance and related services. 

This Privacy Policy explains how we collect, use, disclose, manage and protect your personal information. When you make an enquiry or purchase or acquire a product or service from us, you will receive information about how we collect, use, disclose and store your personal information.   This Privacy Policy provides further general information and does not replace those notices.   

What is “personal information”? 

Personal information is any information or opinion about an identifiable individual, or an individual who is reasonably identifiable.  

The specific personal information collected and held by us depends on your interaction with us.  It may include your basic information such as your name, date of birth, gender, address and contact details, but also includes information related to your products, claims and transactions with us and our partners, and transaction sales information (for example, billing addresses and banking details).  

The information or opinion about you does not have to be true or recorded in a material form for it to be classed as Personal Information, however we treat the accuracy of our data very seriously and encourage you to ensure you update us on your personal information whenever changes to your circumstances occur. 

In some instances, we also collect and maintain personal information that is classified as “sensitive information”. This includes:  

• Criminal records,  

• health information,  

• racial or ethnic origin or 

• biometric information (such as fingerprints or facial recognition data for account authentication) 

We only collect, use or disclose sensitive information if: 

• we have received your consent to do so and the information is reasonably necessary for one or more of our functions or activities; or 

• an exception under the Privacy Act applies.  Exceptions may include collection required or authorised by: 

• the establishment, exercise or defence of a legal claim; 

• an Australian Law or a court/tribunal order; or 

• a permitted general situation or permitted health situation. 

Information collected about you online 

We collect personal information that you submit online, either via our websites, social media sites or through e-mail. We may also collect information about your use of our websites through cookies and similar technologies, as described below. 

Our Internet sites rely on "cookies" to provide a number of services to you. A cookie is a piece of data that an Internet site can send to your browser, which may then be stored on your computer. We may use cookies to track your usage of our internet sites, enhance your browsing experience and personalise the webpages you see or are directed to. Cookies can also assist with our internet security to assist in keeping you safe on the internet and help us measure the performance of our website. 

Although this information does not identify you personally, it may identify your ISP.  If combined with other sources of personal information, it may enable us to identify you. Usually, you can set your browser to notify you before you receive a cookie so that you can decide whether to accept it however sometimes not accepting a cookie may affect your use of an Internet site. If your computer does not accept our cookies, you may not be able to make full use of our Internet sites. 

We may use alternative methods and technologies within a browsing session such as embedded URLs. Further detailed information about the technologies we may use on our site and third-party cookies we may utilise can be found in our Cookie Policy available on our website. 

We have many links to third party websites from our internet sites that are promoted for the purposes of providing general information to you or that may have a specific function in relation to a transaction or product you are interested in from RACT Group’s service providers or partners. Access to these third-party websites may use buttons or other tools and these may use cookies to enable them to function properly. Information collected or used by these tools and on the destination website is governed by the privacy policy of the third party that created it. The RACT Group does not take any responsibility for the content of third-party websites.  

Purpose of collection and use of personal information 

The type of personal information we collect depends on how you interact with us.  Some common examples are listed below. 

We collect personal information so that we can: 

• identify you and conduct appropriate checks; 

• administer and manage our products and services including the management and administration of insurance policies, claims, recoveries and settlements either directly, through one of our contracted service providers or distributors; 

• complete contractor and supplier due diligence; 

• establish and administer products and services; 

• conduct appropriate training and coaching of our staff and contractors 

• improve our products and services, including for quality assurance, training and record-keeping purposes; 

• conduct surveys, research and related purposes; 

• collect payments and administer your account; 

• assess and investigate insurance claims made by you or by our customers; 

• detect, prevent and investigate fraud and other unlawful activity, including by using data analytics tools and by exchanging information with other insurers, insurance industry bodies and fraud detection services; 

• manage complaints and disputes, and report to dispute resolution bodies and regulators; 

• comply with legal and regulatory requirements; 

• undertake mergers, acquisitions, reorganisations, or disposals; 

• Get a better understanding of you, your needs and how you interact with us so we can deliver our products and services to you via preferred communication channels; and 

• get a better understanding of you so that we can engage in product and service research, development and business strategy 

We may use the personal information we collect about you in automated systems to improve our services, enhance customer experience, and support business operations. Sensitive information will not be used in automated decision making without your express consent.  Any use of automated systems will be consistent with the purposes outlined in this Privacy Policy. 

We will not use your personal information for any other purpose, unless: 

• we obtain consent from you, or your authorised representative; or 

• in the case of direct marketing, we provide you a choice (via opt out or opt in) and you have chosen accordingly; or 

• the other purpose is related to the first, and where you would reasonably expect us to; or 

• the other purpose is required by law, a court or enforcement body; or 

• a permitted general situation (such as lessening serious threats to life, health or safety) or a permitted health situation exists (such as for research, to prevent serious threat to health or safety of a genetic relative). 

Refusal to supply requested details may delay or prevent us from responding to your request, supplying you with a product or service, or assessing a claim.  

How we collect your personal information 

We usually collect your personal information directly from you. Where relevant to your interaction with us, we may also collect it from publicly available sources or from other persons or organisations (including related and third parties and unrelated third parties that we contract with to enable us to provide services to you (including any benefits or incentives under any of our rewards programs)). When we collect information, we will take reasonable steps to notify you of the collection and relevant privacy matters, at or before collection or, if that is not practicable, as soon as practicable afterwards. We do this: 

• by using written forms; 

• through contact over the telephone, your mobile or other messaging technology; 

• via the internet, including websites and social media; and/or 

• in person-to-person contact (for example, meetings where we discuss providing products or services either at branches, offices, service centres or kiosks). 

We collect personal information during the information life cycle, on an ad hoc or a recurrent basis using the above methods. For example, we will collect personal information when you acquire a product or service from us, when you make changes to that product, when you make a claim or exercise a right under the product or service or when you need to complain. We will combine or link personal information we already know about you to other personal information we collect or hold about you. 

Examples of where we may receive personal information about you from another source and why this may happen include: 

• an investigation or reference service in the course of assessing a claim under, or request for a product; 

• Our customers providing information about you in an insurance claim; 

• Social media platforms where you interact with us on a platform or we use it to deliver or measure our communications 

• publicly available sources of information such as the internet or telephone directories in the course of identification verification; 

• Industry data bases;  

• market research organisations for the purpose of product development or marketing; and 

• any other organisation or person where you have asked them to provide your personal information to us or asked us to obtain personal information from them, (e.g. your parent). 

If we collect your personal information from someone else, you may ask us for its source. We will tell you the source of information where it is reasonable and practicable to do so. 

In most cases we will require you to specifically acknowledge your consent to any collection, use or disclosure of your personal information by us. Your acknowledgment may be required in writing or by a specific act such as when you click an acknowledgment on our Internet sites or when verbal acknowledgment is sought from you. 

Your consent or acknowledgment may also be implied through conduct such as: 

• when you continue a telephone call to our Call Centre after you have heard a recorded message that tells you that the call may be recorded; 

• when you speak to a branch consultant in person; 

• when you provide us with personal information that we have not specifically requested; or 

• when we have provided you with the opportunity to choose (via opt out or opt in) and you have chosen accordingly. 

We may collect personal information from you about someone else (for example a family member or household member). When this occurs, we rely on you providing the correct information and ensuring you have the consent of that person to provide that information. Please provide accurate information and, where appropriate, tell that person you have provided it to us. 

How we amend your personal information 

We can correct your personal information at the request of you or your authorised representative (for example your family member). Where amendment is requested by someone other than you, we will check the authority of that person by asking them to identify you and themselves or by requiring them to provide evidence of your authorisation to them to represent you, as appropriate. 

For jointly held insurance products, our contract (as set out in our PDS), may authorise any joint policyholder to make amendments to policy details. 

Where you choose to hold roadside membership as a group, our contract (evidenced in our roadside application form), authorises any group member to amend personal information, provided we are satisfied of their identity and authorisation to act on behalf of the group. 

Access and Correction of information 

We rely on the personal information we hold about you to efficiently administer our relationship and conduct our business of providing RACT Group products and services.  Please notify us of errors, omissions or changes in your personal information so we can check our records are accurate, complete and up to date.  

You may request access to any of the personal information we hold about you by calling 13 27 22, emailing [email protected] or visiting us at one of our branches. You do not need to give a reason.  We check your identification before giving access or making a correction.  If you act for someone else, we also check your authority to act for them.   

In relation to reports and phone transcripts, we may either provide you with a copy or allow you to view / or listen to the report /transcript.  We require evidence of your identity prior to providing access. If we have legitimate grounds to refuse you access to your personal information, we will inform you in writing of the reasons for refusing you access. 

Dealing with requests to access and correct personal information 

All requests for access to personal information will be handled within a reasonable period and generally within thirty (30) days of having received the request.  If a request is complex and we need more time, we will let you know. Some requests for access may take longer than thirty (30) days to process depending upon the nature of the personal information being sought and where it is stored. 

We will respond within a reasonable period and take such steps that are reasonable in the circumstances with regard to the purpose for which your personal information is held to make a correction. 

If we refuse to correct your personal information we will provide reasons for refusal in writing. If we refuse to correct your personal information you have the right to associate with the information a statement that the information is inaccurate, out-of-date, incomplete, irrelevant or misleading. We will take such steps that are reasonable in the circumstances to associate that statement with all records containing the relevant information. 

Refusal of access to personal information 

We are able to deny access to some or all of your personal information in specified circumstances where: 

• We reasonably believe that giving access to you would pose a threat to the safety of any individual or to public health or safety; 

• Giving you access would have an unreasonable impact on the privacy of others; 

• Your request is frivolous or vexatious; 

• Your request relates to imminent legal proceedings between us and would not be allowed, in those proceedings; 

• Access would reveal our intentions regarding negotiations with you; 

• Access would be unlawful; 

• Access would enable you or someone to engage in misconduct or unlawful activity that would compromise our functions; 

• Access would prejudice the actions of an enforcement agency; or 

• Access would reveal evaluative information connected to our commercially sensitive decision-making processes. 

If we refuse access, we will provide reasons in writing and details of the mechanisms by which you may complain about our decision. 

Children's Privacy 

We are committed to protecting children's privacy and ensuring appropriate consent is obtained before collecting information.  We assess a child's capacity to understand and make a decision about their information in light of their age, maturity and the circumstances.  We seek the child's consent where they have that capacity.  Otherwise, we seek consent from a parent or guardian. 

When collecting information from schools or other third parties (such as for the purposes of delivering educational programs), we take reasonable steps to notify the child or their parent or guardian of the collection and the matters required by the Australian Privacy Principles, or to ensure they are aware of them.  We also check that the third parties have obtained the necessary consent to provide that information.   

Parents/guardians may request access, correction or deletion of their child’s personal information, in some circumstances the child’s consent may be required. 

Anonymity and Pseudonymity 

You have the option of not identifying yourself or of using a pseudonym unless we are required or authorised under Australian law or a court/tribunal to identify you or it is impracticable to deal with you anonymously or by a pseudonym. 

Unsolicited personal information 

If we receive unsolicited personal information we will de-identify or destroy it as soon as practicable if the information is not reasonably necessary to provide RACT Group products or services or perform one or more of our functions related to those products or services. 

How we use and disclose your personal information 

We use and disclose personal information from you for the purpose that we collect it, for specific or wider purposes that you later approve, or Privacy Laws otherwise permits or requires disclosure. 

Some examples of the parties to whom we may disclose your personal information to, include the following.  Not every category applies to every person or transaction. 

• our contracted service providers (for example customer, product, business or strategic research and development organisations); 

• a third party with whom we have contracted to provide financial services/product, administrative or other business services – for example: 

  • information technology providers, 

  • administration or business management services, consultancy firms, auditors and business management consultants; 

  • marketing agencies and other marketing service providers; 

  • claims management service providers; 

  • print/mail/digital service providers; and 

  • imaging and document management services. 

• data storage and analytics providers, where they support our research, service improvement or business operations; 

• social media platforms where you interact with us on a platform or we use it to deliver or measure our communications; 

• publicly available sources of information, such as web sites that you subscribe to; 

• clubs, associations, member loyalty or rewards program providers and other industry relevant organisations that we partner with; 

• intermediaries, including your authorised agent, adviser, representative or person acting on your behalf; 

• a third-party claimant or witnesses in a claim (in line with our legal and regulatory obligations); 

• reinsurers and their advisers; 

• insurance brokers and other intermediaries and distributors of our products, including brokers through whom our business insurance products are distributed; 

• organisations involved in fraud prevention, detection and investigation, including fraud analytics service providers, other insurers, and insurance industry bodies and databases used to exchange information for those purposes; 

• accounting or finance professionals and advisers; 

• government, statutory or regulatory bodies and enforcement bodies; 

• policy or product holders or others who are authorised or noted on a policy; 

• the Office of the Australian Information Commissioner or any other dispute resolution body; 

• legal and any other professional advisers or consultants; 

• hospitals, medical/ health or wellbeing professionals; 

• debt collection agencies and where relevant to a product, your guarantors, organisations involved in valuing, surveying or registering a security property, or which otherwise have an interest in such property; and 

• any other organisation or person where you have asked them to provide your personal information to us or asked us to obtain personal information from them, (e.g. your parent). 

Direct marketing 
 
From time to time we may use your personal information to provide you with information about our range of RACT Group products and services by email, telephone, SMS, or social media.  We do so only where permitted by the Privacy Act. We will provide you with a choice (via opt out or opt in) to receive information from us, and we will respect your choice in regard to receipt of further information. 

We do not disclose your personal information to third parties for the purposes of allowing them to direct market products or services to you. 

If you opt out of direct marketing, we may still provide you with certain information about the product or service that you receive from us, including information we must provide by law or that you need to continue to use the product or service. These are service messages, not direct marketing. 

Overseas disclosure 

Generally, we use systems and providers within Australia. 

From time to time though, we may send your information to overseas recipients, including service providers who operate or hold data outside Australia. Where your information is sent overseas it is likely to be the European Union, Singapore, Canada or the USA.  

We may need to (from time to time) disclose your personal information to and collect your personal information from other countries not on this list. This will be on an ad hoc or case-by-case basis and for the purposes for which we collected your personal information.  

Where we send your information overseas, we take reasonable steps to ensure the recipient does not breach the Australian Privacy Principles in relation to that information, unless an exception under the Privacy Act applies.   

Security of your personal information 

We hold your personal information in: 

• computer systems; 

• electronic databases; 

• digital records; 

• telephone recordings; and 

• in hard copy or paper files. 

These storage mechanisms may be managed in a number of ways by us or a third-party storage provider with whom we have a contractual relationship. 

We will take all reasonable steps to safeguard your personal information from loss, misuse, unauthorised access, modification or disclosure. We employ a number of means to protect your personal information including: 

• external and internal premises security; 

• restricted electronic and physical access to personal information; 

• entering into confidentiality agreements with all employees, contractors and third-party organisations that may have access to your personal information; 

• requiring any third-party providers to maintain acceptable security measures to keep your information secure; 

• having in place stand-by systems to deal with major business interruptions; 

• maintaining technology products to prevent unauthorised computer access; 

• regular reviewing and testing of our technology in order to improve the level of security; and 

• destroying or de-identifying personal information pursuant to the law and our record retention policies. 

We will destroy or de-identify your personal information if it is no longer needed for any of the use or disclosure purposes described in this policy. This does not apply where personal information: 

• Is required by Australian Law/Tribunal Order; or 

• If it is contained in a Commonwealth record. 

We maintain industry standard technology and procedures in respect of our information management and provision of online services. We have an ongoing program of review and enhancement of our security measures. E-mails and other electronic transmissions are not necessarily 100% secure. If you have any concern about the security of the contents of your e-mail or any other transaction over the Internet then you should consider contacting us by other means. Once we receive and store your personal information, it is protected by a range of security controls, including firewalls, user identification requirements and audit trails. 

If you choose to connect your account on our services to your account on another service, we may receive information from the other service. For example, if you connect to Facebook or Google, we may receive information like your name, profile picture, age range, language, email address, and friend list. You may also choose to grant us access to your data from another service. You can stop sharing the information from the other service with us by removing our access to that other service or by sending a request to [email protected]. You can help to keep your personal information secure by maintaining the confidentiality of any login credentials used to access our products and services. 

To request data deletion of data supplied to us by a third-party service (such as Facebook) please contact us by email at [email protected]. We destroy or de-identify personal information pursuant to the law and our data retention policies. 

We train employees and representatives in their privacy obligations, apply confidentiality obligations to them and oversee their user identifiers, passwords or other access codes so as to monitor how they access to your personal information. 

Complaints 

If you have any concerns about how we are processing your personal information, please let us know. You should initially contact the person you have dealt with as they may be able to resolve the complaint for you. You can also use our internal dispute resolution service to lodge a complaint with our Privacy Officer in any of the following ways: 

• By telephoning 13 27 22 and requesting the RACT Privacy Officer or RACT Insurance Chief Risk Officer; 

• By writing to the Privacy Officer, GPO BOX, 1292, HOBART TAS 7001; and 

• By email to [email protected] 

Should additional information be required from you, we will contact you to discuss. Otherwise, we will usually contact you with a decision within 30 business days of receiving your complaint. 

If you are not satisfied with the result of your complaint to us you can refer your complaint to the Office of the Australian Information Commissioner (OAIC) as follows: 

Office of the Australian Information Commissioner (OAIC) 
GPO Box 5218 
Sydney NSW 2001 
Phone: 1300 363 992 
www.oaic.gov.au 

In the case of RACT Insurance products, you may also refer your complaint to: 

Australian Financial Complaints Authority 
GPO Box 3 
Melbourne VIC 3001 
Phone: 1800 931 678 
Email: [email protected] 
www.afca.org.au 

Our Privacy Policy may change from time to time. We constantly review all policies and procedures to keep up to date with changes in the law, technology and market practice. The Privacy Policy will be updated on our website at www.ract.com.au/privacy. 

Date last updated: 20 October 2026 

The Royal Automobile Club of Tasmania Limited, RACT Insurance Pty Ltd,  RACT Destinations Pty Ltd, companies owned and controlled by those listed companies, their subsidiaries and associated entities (collectively “Group” or “we”) collect personal information about you in order to provide our products and services to you and for other purposes as set out in our Privacy Policy.

By providing your personal information to us, you consent to the collection, use, storage, disclosure and management of that information as described in the Privacy Policy and this collection notice.

Our Privacy Policy explains:

1. how we collect, use, store, disclose and manage your personal information;

2. how you may access and correct your personal information;

3. how you can lodge a complaint regarding the handling of your personal information; and

4. how we will handle any complaint.

Collection, use and disclosure of personal information
Personal Information collected and held by us generally includes your basic information such as your name, date of birth, gender, address and contact details, but also includes information related to the products you have with us and the transactions you have with us and our partners.

Refusal to supply requested details may delay or prevent us from satisfying your needs or request.

How we collect personal information
We collect your personal information directly from you, from publicly available sources, from other persons or organisations (including related and third parties and unrelated third parties that we contract with to enable us to provide services to you (including any benefits or incentives under any of our rewards programs)).

We may collect personal information from you about someone else. For example where you provide personal information about another person (including a family member or household member). When this occurs we rely on you providing the correct information and ensuring you have the consent of that person to provide that information.

Overseas Disclosure

Generally, we use systems and providers within Australia.

From time to time though, we may send your information to overseas recipients and to service providers or other third parties who operate or hold data outside Australia. Where your information is sent overseas it is likely to be the European Union, Singapore, Canada or the USA.