Legal hierarchy: applicable law and mandatory regulator requirements prevail over this policy. Customer-specific requirements and executed agreements must also be followed where applicable.
1. Purpose & Scope
This policy explains how Ontime Haulers Pty Ltd (ABN 62 608 446 199) collects, holds, uses, discloses and protects personal information. It applies to customers, consignors and consignees, website and app users, job applicants, employees, drivers and owner-drivers, contractors, suppliers and visitors to our Archerfield depot.
We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy does not apply to employee records where the employee records exemption in the Privacy Act applies, although we still protect those records carefully.
2. Personal Information We Collect
The information we collect depends on how you deal with us. It may include:
- Contact details — name, business name, phone, email and postal or delivery addresses.
- Booking and consignment details — pickup and delivery addresses, receiver names, freight descriptions, delivery instructions and consignment numbers.
- Proof of delivery — receiver names, signatures and delivery photographs.
- Account and payment information — billing contacts, invoices, credit application details and payment history.
- Website, app and chat information — enquiry and quote form entries, messages sent through our website chat assistant, and basic usage data collected through analytics cookies.
- Workforce and safety records — induction results and certificates, licences and competencies, timekeeping records, vehicle registration and odometer readings, break records and location data recorded while drivers are clocked on.
- Depot visitor records — name, company, contact number, purpose of visit, and sign-in and sign-out times.
- Photographs and facial images captured at our depot kiosk or visitor sign-in, as described in section 4.
- Recruitment information — résumés, references and licence details supplied by applicants.
3. How We Collect Information
We collect personal information directly from you wherever practical — for example when you request a quote, book or track a consignment, contact us by phone, email, WhatsApp or website chat, apply for a role, complete an induction, or sign in at the depot.
We may also collect information from third parties, such as a customer who books a delivery to you, our consignment management and tracking systems, subcontracted carriers, referees, and credit or identity checks you have authorised. If we receive information we did not ask for, we will deal with it as the APPs require.
4. Sensitive Information, Photographs & Face ID
Some workplace sign-in options use a photograph of your face. A facial template used to verify identity is sensitive (biometric) information under the Privacy Act, and we only collect it with your express consent.
If you choose Face ID at our depot kiosk or visitor sign-in, we take a reference photo when your profile is first set up and compare it with a photo taken at later sign-ins to confirm it is you. Reference photos are stored in private, access-restricted storage and are only used for identity verification and site safety and attendance records.
Face ID is optional. If you do not consent, you can sign in using a PIN or our alternative identity checks, and you will not be disadvantaged. You may withdraw consent at any time by asking depot management, and we will delete your reference photo and stop using Face ID for you.
We do not otherwise collect sensitive information (such as health information) unless it is reasonably necessary — for example for a workplace incident, fitness-for-duty or legal compliance — and you consent or the law requires or authorises it.
5. Why We Use Your Information
We use personal information for purposes including:
- To quote, book, collect, carry, track and deliver freight, and to provide proof of delivery.
- To communicate with you about enquiries, bookings, delays, accounts and service updates.
- To invoice, collect payments and manage credit accounts.
- To meet our safety and legal obligations, including Heavy Vehicle National Law, Chain of Responsibility, fatigue management, work health and safety, and emergency roll call at our depot.
- To verify identity and record attendance at our depot and on driver shifts.
- To investigate incidents, claims, complaints and disputes.
- To recruit, induct and manage our workforce and contractors.
- To improve our website, app and services, including understanding how visitors use our website.
- To send service-related messages, and marketing messages only where permitted by law — every marketing message includes a way to opt out.
6. Who We Disclose Information To
We only disclose personal information where it is reasonably necessary for the purposes above, where you have consented, or where the law requires or authorises it. Recipients may include:
- The sender or receiver of a consignment, and partner carriers or subcontractors who help complete a delivery.
- Technology providers that host our website, app, consignment tracking, email, messaging, analytics and data storage.
- Payment processors, banks, debt recovery agents, insurers, and our professional advisers.
- Regulators, police, courts and government authorities where required or authorised by law.
7. Information Stored or Processed Overseas
Some of our technology providers (for example cloud hosting, email, analytics and messaging services) may store or process information outside Australia. Where this happens we take reasonable steps to ensure those providers protect the information consistently with the APPs.
8. Website, Cookies & Chat
Our website uses cookies and similar technologies, including Google Analytics, to understand how visitors use the site. This information is generally aggregated and does not identify you directly. You can disable cookies in your browser, although some features may not work as intended.
Messages you send through our website chat assistant, and details you provide in quote or enquiry forms, are stored so our team can respond and follow up. Please do not include payment card details or other sensitive information in chat messages.
9. Security of Your Information
We take reasonable technical, physical and administrative steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include access controls, staff-only systems, private storage for photographs and records, encrypted connections and restricted manager access.
If we suspect a data breach, we will act promptly to contain and assess it. Where an eligible data breach is likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.
10. Retention
We keep personal information only for as long as it is reasonably needed for the purposes it was collected for, or as required by law (for example tax, workplace and heavy vehicle record-keeping obligations). When it is no longer needed, we take reasonable steps to destroy or de-identify it.
11. Access & Correction
You can ask to access the personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete or misleading. We will respond within a reasonable time, usually within 30 days. If we refuse a request, we will explain why in writing, unless that would be unreasonable.
12. Complaints
If you have a concern about how we have handled your personal information, please contact us first using the details below. We will acknowledge your complaint, investigate it and respond, usually within 30 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or 1300 363 992.
13. Contact Us
Privacy enquiries: Ontime Haulers administration — admin@ontimehaulers.com.au | (07) 3496 9510 (landline), Monday to Friday 6am–6pm.
Post: Ontime Haulers Pty Ltd, 2/839 Beaudesert Rd, Archerfield QLD 4108.
14. Changes to This Policy
We may update this policy from time to time. The current version is always published on this page. Where applicable, this policy operates consistently with the Privacy Act 1988 (Cth), the Australian Privacy Principles and current OAIC guidance.