The short version
You tell us about your accident. We use that information to sort out the situation on your behalf — arranging repairs, booking treatment, dealing with insurers, that sort of thing. We only share what the people helping you actually need, we never sell your details, and you can ask to see or correct anything we hold at any point.
The rest of this page is the detail behind that, written the way we’d explain it to you over the phone. If anything here isn’t clear, email privacy@accidenthub.com.au and a real person will walk you through it.
Who we are
Accident Hub (“we”, “us”, “our”) is a motor accident service based in New South Wales. We look after people after a car accident — coordinating the car side, the medical side, and any compensation claim that follows. We handle personal information under Australia’s Privacy Act and the Australian Privacy Principles that sit alongside it.
If you need to reach us about anything on this page:
- Privacy matters: privacy@accidenthub.com.au
- General enquiries: help@accidenthub.com.au
- Phone: (02) 7238 7379
Our registered business details sit at the bottom of the page.
What we actually collect
When you call us or fill out a form, you end up telling us a few things about your accident and yourself so we can help. The exact mix depends on what you need, but the usual picture looks like this:
- Who you are and how to reach you— your name, phone, email, date of birth, a postal address if we need to send things, and a preferred language if English isn’t the easiest one for you.
- What happened — the basic shape of the accident, date and location, what you remember, photos of the scene or damage if you have them, and the details of anyone else involved.
- Your car — rego, make, model, and the registration and insurance papers that usually come with it.
- Your insurance — your CTP (green slip) insurer, your comprehensive policy if you have one, claim numbers, and correspondence from either side.
- Your injuries and treatment— if you’re hurt, we end up holding information about what’s going on, who’s treating you, medical reports, and whether you’re able to work. This is “sensitive information” under Australian privacy law and we handle it with more care than regular contact details (more on that below).
- Payment details— bank account information if there’s money coming back to you through the claim, and any tax or super details that are relevant to a payout.
- How you use the website — the pages you visited, a rough idea of your location, the device you were on, and where you came from. This is anonymous usage data collected through standard analytics tools.
We only ever ask for information we actually need. If a detail isn’t going to move your matter forward, we don’t go chasing it.
Why we collect it
Plainly: because we can’t help you without it. Everything we hold gets used for one of these reasons:
- To run the service you asked us to run — arranging a tow, booking a smash repair, organising treatment, dealing with your insurer on the compensation side.
- To match you with the right people — a doctor who understands motor accident injuries, a repairer who can actually turn your car around, a lawyer where one’s needed on the damages side.
- To keep you in the loop — calls, texts and emails about how your claim or your repair is progressing.
- To meet obligations we have to regulators, insurers, and the courts where a matter goes that far.
- To work out what on the site is useful and what isn’t, so we can improve it.
We don’t use your information for anything outside that. We don’t sell it. We don’t pass it to marketing lists. Your details go to the people helping you and nowhere else.
How we collect it
Most of it comes straight from you — when you call us, fill out a form, or send through documents. Some of it comes from other people involved in your matter, with your say-so first: your insurer, a doctor who treated you, a previous solicitor, or a witness. A small amount (the website usage data) comes from analytics tools that run in the background when you visit the site.
If we ever need to pick up information from somewhere you wouldn’t expect, we check with you first.
Sensitive and health information
Anything about your body, your mental health, or your medical history is treated as sensitive information under Australian privacy law. That means two things. One, we only collect it when you’ve agreed to it — tacit agreement isn’t enough for health details. Two, we only collect and share as much of it as the job actually needs.
When we pass health information to your CTP insurer, to a treating practitioner, or to an assessor involved in the claim, that’s done with your consent and only for the purpose that consent covers. You can pull back that consent at any point in writing, and we’ll talk you through what doing that means for the progress of your matter before acting on it.
Inside our own systems, health records are stored separately from the general contact-information side where practical, and access is limited to the team members working on your file.
Who we share information with
We share only what’s needed, with only the people who need it to move things forward on your behalf. The regular recipients look like this:
- Insurers — your CTP insurer, and any other insurer involved in the matter.
- Doctors and other health professionals — the GPs, specialists, physios and psychologists booked for your treatment.
- Repair and recovery providers — the smash repairer handling your car, the assessor who looks at it, and any replacement-vehicle arrangement.
- Legal representatives — if a solicitor is looking after the damages side of your claim, they get what they need to do that work.
- Regulators and courts — SIRA, the Personal Injury Commission, or a court where the matter gets there or the law requires it.
- Our own service providers— the tools we use to run the business (secure hosting, email, phone, accounting). They’re bound by contractual confidentiality and data-handling obligations.
We don’t sell your information. We don’t hand it over for marketing. And we don’t use it for anything outside running your matter.
Where your information lives
The bulk of what we hold sits in systems hosted in Australia. Some of the tools we use to run the business — common email, productivity and analytics platforms — are operated by providers with infrastructure overseas, including in the United States. Where that’s the case, we pick providers that meet recognised data-handling standards and apply appropriate safeguards under their own contracts.
Information on its way between systems is encrypted in transit. Information sitting at rest is encrypted and protected by access controls. Inside our team, access to a file is limited to the people working on it.
How long we keep it
We hold information for as long as it takes to look after your matter, plus a sensible tail after that to meet legal and regulatory record-keeping duties. For most motor accident files that means several years after the claim closes — longer if the law or a regulator requires it, or if there’s an ongoing dispute. After that, we either destroy the records or strip the identifying details out so what’s left can’t be tied back to you.
Your rights
You can ask us to do any of the following. We’ll take each of these seriously and get back to you in a reasonable timeframe:
- See what we hold about you. Email privacy@accidenthub.com.au and ask for a copy. We’ll put one together, redact any third-party information we’re not allowed to share, and send it through.
- Fix anything that’s wrong.If something we hold is out of date or incorrect, tell us and we’ll correct it.
- Pull back your consent.You can withdraw consent to collect or share specific pieces of information at any time. If your matter is running, we’ll walk you through what that means before we act.
- Complain.If you think we’ve mishandled your information, raise it with us first. Details in the next section.
Cookies, analytics and the website
Like most websites, ours uses cookies and similar tools so we can see what’s working and what isn’t. Through standard analytics (Google Tag Manager and the like) we pick up anonymous information about how visitors use the site — pages viewed, approximate location, device, and where traffic came from. None of that is tied to an individual, and we don’t connect it to anyone’s claim file.
If we run remarketing or retargeting advertising — where an ad for Accident Hub follows you around the internet after you visit the site — that also runs on anonymous identifiers, and you can switch it off through your browser settings or your ad-preferences page with Google or Meta.
You can block cookies in your browser at any time. It won’t stop you calling us or using the service; it just means the anonymous usage measurements stop on our end.
Kids and capacity
Accident Hub is a service for adults. We don’t knowingly collect information directly from children. Where a child is caught up in an accident we’re looking after, the information about them comes to us from a parent or guardian, and we handle it under the adult’s consent. If you’re looking after someone who can’t consent themselves, talk to us and we’ll work out the right way to proceed.
Complaints and escalation
If you think we’ve got something wrong with how we’ve handled your information — missing records, sharing it with someone who shouldn’t have had it, a security slip — tell us first. Email complaints@accidenthub.com.au, give us the detail, and we’ll look into it and come back to you. Our full complaints process is set out on the complaints page.
If our response doesn’t settle it for you, you can take a privacy complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992. The OAIC handles privacy complaints about Australian businesses and has the authority to investigate and make findings.
Changes to this policy
When we update this policy, the “Last updated” date at the top of the page changes. If the change is significant and affects people we’re currently looking after, we mention it to them directly too. The current version always lives at accidenthub.com.au/privacy.
Registered business details
Accident Hub, ABN 00 000 000 000, New South Wales, Australia.