Privacy Policy

1. Who we are

Accident Hub (“we”, “us”, “our”) is a motor-accident service operating in New South Wales. We’re bound by the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth).

This policy explains what personal information we collect about you, how we use it, who we share it with, and the rights you have over it. Plain English, no tricks.

For anything privacy-related, the fastest way to reach us is privacy@accidenthub.com.au. For general help, help@accidenthub.com.au or 1800 224 482.

2. What we collect

We collect the minimum information needed to actually help you after a motor accident. Typically that includes:

• Identity and contact details — your full name, date of birth, phone, email, postal address, and preferred language.
• Accident details — date, time, location, description of what happened, photos of the scene or damage, and details of other drivers or witnesses.
• Vehicle details — rego, make, model, VIN, and registration papers.
• Insurance details — your CTP (green slip) insurer, comprehensive insurer (if any), policy numbers, and claim references.
• Medical and health information— injury descriptions, treating practitioners, medical records and reports, prescribed treatment, and capacity for work. This is “sensitive information” under the APPs and gets stricter handling (see section 5).
• Financial details for payouts — bank account details for statutory-benefit and settlement payments, superannuation details where relevant.
• Website usage data — pages viewed, approximate location, device, and referrer, collected via our analytics tools (see section 8).

We only ever collect what’s necessary for the service we deliver. If a field isn’t needed, we don’t ask for it.

3. How we use your information

We use your information to deliver the accident service you contacted us for. Specifically:

• Arranging your tow, smash repair, replacement vehicle, and write-off valuation.
• Lodging and managing your CTP claim with your insurer, including the statutory-benefits and damages stages under the Motor Accident Injuries Act 2017 (NSW).
• Booking GPs, specialists, physiotherapists, psychologists, and other allied-health professionals who treat motor-accident injuries.
• Corresponding with your insurer, SIRA, the Personal Injury Commission, or any other body involved in your claim.
• Processing payments to and from you (statutory benefits, damages settlements, treatment invoices).
• Keeping you informed by call, SMS, and email about the progress of your claim.
• Improving the website and the service, and meeting our legal and regulatory obligations.

4. Who we share your information with

We share only what’s needed, with only the people who need it to move your claim forward. The usual recipients are:

• Insurers — your CTP insurer and any other motor-accident insurer involved in your claim.
• Treating practitioners— doctors, specialists, physios, psychologists we’ve booked for you as part of your treatment.
• Repair and towing providers we engage — tow operators, smash repairers, assessors, and replacement-vehicle hirers involved in your vehicle repair.
• Regulators and tribunals — SIRA, the Personal Injury Commission, courts, or other bodies where the law requires it or your claim calls for it.
• Providers we engage to deliver your service — technology providers (secure hosting, email, phone systems), interpreters, and accountants strictly where they support delivering your service. These providers are bound to handle your information under contractual confidentiality and security obligations.

We do not sell your information. We do not share it for marketing purposes. We do not use your information for anything beyond what you’ve engaged us to do.

5. Sensitive information and health records

Medical and health information is “sensitive information” under Australian Privacy Principle 3. We collect it only with your consent, and only to the extent it’s needed to manage your claim and coordinate treatment.

When we send health information to your CTP insurer, to a treating practitioner, or to a medico-legal assessor, that is done with your consent and in line with the Motor Accident Injuries Act 2017(NSW) framework. You can withdraw that consent at any time in writing, and we’ll explain the consequences that withdrawal has for your claim before we act on it.

Health information we hold is stored separately from general contact information where practical, and access is restricted to team members who directly need it for your claim.

6. Storage and security

We store your information in Australian-based systems where it is practical to do so. Where a core business system (for example, email or a cloud database) is operated by a provider with international infrastructure, we use providers that meet Australian data-handling standards and apply appropriate safeguards.

Information in transit is encrypted (TLS). Information at rest is encrypted and protected by access controls. Team members only have access to the records relevant to their role. We retain information for as long as needed to manage your claim and to meet our legal obligations, and we destroy or de-identify it after that.

7. Your rights

You have the right to:

• Access the personal information we hold about you. Email privacy@accidenthub.com.au and we’ll respond within 30 days.
• Correctinformation that’s wrong, out of date, or incomplete. Tell us and we’ll fix it.
• Withdraw your consentat any time. If your claim is running, we’ll explain the consequences before acting on the withdrawal.
• Complainabout how we’ve handled your information. Raise it with us first (details below), and if you’re not satisfied, escalate to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

8. Cookies and analytics

We use Google Tag Manager (GTM) and analytics tools to understand how the website is used. These tools set cookies or similar identifiers that record anonymous information about your visit — pages viewed, approximate location, and referrer.

You can disable cookies in your browser settings at any time. Disabling cookies doesn’t affect your ability to contact us or use the service; it just removes the anonymous usage measurement from our end.

We don’t use analytics data to identify individual visitors, and we don’t combine it with your claim file.

9. Children’s information

Accident Hub is a service for adults. We don’t knowingly collect personal information about children directly. If a child is injured in an accident we’re handling, information about them is given to us by a parent or guardian and handled under their consent.

10. Changes to this policy

When we update this policy, the “Last updated” date at the top of the page changes. Significant changes are also communicated by email to active clients. The latest version is always at accidenthub.com.au/privacy.

11. Contact us

For privacy questions, access requests, corrections, or complaints about how we’ve handled your information:

• Email: privacy@accidenthub.com.au
• General enquiries: help@accidenthub.com.au
• Phone: 1800 224 482 (fast response, 7 days a week)

If we can’t resolve your concern, you can escalate to the Office of the Australian Information Commissioner at oaic.gov.au or call 1300 363 992.