RAA Privacy Policy

Effective date: 19 June 2025

Your privacy is important to us

The RAA Privacy Policy below outlines how we collect, use, store and disclose personal information about you as well as RAA’s general philosophy in relation to privacy.

Royal Automobile Association of South Australia Incorporated [ABN 90 020 001 807] and its related companies (collectively, “RAA”, “we”, “us”) are committed to protecting the privacy of individuals, including members and customers. RAA abides by the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). The APPs regulate the way certain entities handle personal information. We are also bound by the Australian Direct Marketing Association Code of Practice for direct mail activities.

Privacy of your personal information is important to us and we aim to conduct our business with the highest standards of personal and corporate integrity. We aim to provide the best possible service, whilst ensuring you are aware of how your personal information is used within RAA.

By providing personal information to us, you (and any other person on whose behalf you provide personal information to us) agree to our collection, use and disclosure of that information (including sensitive information such as health information) in accordance with this Privacy Policy

What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable: (a) whether the information or opinion is true or not; and (b) whether the information or opinion is recorded in a material form or not.

What personal information do we collect and hold?

We aim to be open and honest in our dealings with you and will only collect information about you that we believe is necessary to undertake our legitimate business activities. The nature of the personal information we collect will be dependent upon your chosen level of interaction with RAA, and the degree to which you utilise the broad range of benefits, products and services that RAA offers or makes available.

Generally, the personal information is comprised of your name, gender, address, date of birth, vehicle details, and telephone, postal and email contact details. Further specific details may be required for different types of transactions. As described further in this policy, we may also collect information about you from third parties, including information from our third party insurance partners about the products and services that you receive from them.

RAA also retains communications and transactional histories relating to the products and services that we offer.

For employment applications, we collect your name, address, contact details, current and past employment information, educational qualifications and professional associations. We also collect information about and proof of your residency status, your right to work, the name and contact details of your referees and other information required for recruitment purposes. Where we seek your consent to conduct a background check, we also collect details of your proof of identity from you.

How do we hold your personal information?

We may hold your personal information in a number of ways, including:

  • on our computer systems and databases, which may include storing your data on a third party supplier’s system (including cloud-based systems);
  • in hard copies (paper files); and
  • as audio and video recordings.

We may combine personal information we receive about you with other information we hold about you. This includes information collected for different products and services and information collected from third parties.

We will hold your personal information as long as we need it for any purpose for which we may use or disclose it, including as set out in this document, or longer if required by law.

How do we collect your personal information?

In most cases, we (or our agents acting on our behalf) collect information about you directly from you either in person, in writing, email, through our online services (both website and app) and by telephone. However, there are circumstances where this is impractical such as where a product is purchased as a gift, where multiple persons are linked or related to a particular product and in cases involving policies or products in joint names. There are also some circumstances where we may collect your personal information from:

  • third parties whose products we distribute, including insurance and other products (and the related companies of those third parties);
  • your agents or representatives - for example, an insurance broker, or a legal adviser who applies for a policy that covers you or is instructed by you to deal with us;
  • third parties who you have asked to provide your personal information to us, including your referees and your insurer;
  • our agents and service providers;
  • other insurers and insurance reference bureaus;
  • credit reporting bodies;
  • market research we may conduct or commission;
  • law enforcement, dispute resolution, statutory, industry and regulatory bodies;
  • industry databases;
  • publicly available sources such as the Internet and telephone directories; and/or
  • the general public when it is unsolicited and may be relevant to a particular policy or fraud investigation.

If you provide personal information about a third party individual to us you need to ensure that the individual is aware of, understands and agrees to the collection, use and disclosure of his or her personal information in accordance with this Privacy Policy.

Call recordings

We may record incoming and/or outgoing calls for training, quality assurance or verification purposes. Where we have recorded a call, we may provide you with a copy of the recording at your request, provided that it is reasonable to do so.

Electronic surveillance

We may install electronic surveillance devices in our stores and on our vehicles to ensure the safety and security of our members, staff and premises. These devices may collect personal information from time to time.

Use of cookies

For information about how we use cookies and similar technologies, please view RAA's Cookies Policy.

Why is the information collected and how is it used?

Generally, we collect personal information necessary to validate your identity and to ensure your request or enquiry can be actioned efficiently and effectively. Collection of personal information is also necessary to undertake many of the broad range of transactions offered by RAA, including to:

  • provide you with information about products and services that we offer ourselves, or distribute on behalf of third parties;
  • consider an application you make for a product or service, including assessing your eligibility and determining pricing;
  • process an application for RAA Membership;
  • process a request, application or renewal for a product or service offered by us (e.g. Road Service, holiday booking, vehicle inspection, solar system, etc.);
  • provide you with services, and administer benefits and entitlements in relation to a product or service offered by RAA;
  • process any application for, or renewal of, a third party product distributed by RAA, and assist with the administration of such products (including handling any enquiries, requests or complaints to the extent possible);
  • enable third parties whose products we distribute to consider an application you make for their products, and to offer, price (including the application of relevant discounts), supply, service, manage, administer and renew their respective products to you;
  • ensure you are aware of various membership benefits and to offer specific products and services we feel may be of particular interest to you;
  • respond to any query sent to us by you;
  • handle complaints and disputes;
  • use in accordance with any other purpose which is stated to you at the time of collection or that you otherwise authorise;
  • identify you and verify your authority to act on behalf of another person;
  • detect, investigate and prevent fraud and other illegal activities;
  • train our employees;
  • assess and process employment applications;
  • gain insights about you (including by better understanding your circumstances, preferences and service needs) to tailor our products, services, pricing and offers for you;
  • conduct audits and identify opportunities to improve the products and services that we offer;
  • conduct market research and development, and seek your opinion on certain topics or offerings;
  • authenticate or verify your identity;
  • assess and facilitate transfers and proposed transfers of businesses into or out of RAA, including any related transitional arrangements (including data access arrangements); and
  • satisfy legal requirements.

We may also generate new information from the information (including personal information) we collect and hold. This may involve combining and analysing that information to produce reports, ratings, profiles, assessments and reviews. For example, we may develop a member rating based on your products, payment, activity and behaviour with us.

What if you don’t want to provide certain personal information?

Refusal to supply requested details may delay or prevent us from satisfying your request, providing you with membership, or providing a product or product benefits to you.

Disclosure of personal information

Any personal information collected, held or used by RAA is kept strictly confidential and is only accessed by authorised RAA staff, agents, contractors or service providers in the course of them undertaking their legitimate duties in providing a given product or service and managing our business. Only information necessary for the particular function is shared with the relevant service provider.

We may disclose your personal information to third parties outside of RAA, including to:

  • third parties whose products we distribute (including but not limited to insurance products), and their related companies, to enable those product issuers to consider an application you make for their products, and to offer, price (including the application of relevant discounts), supply, service, manage administer and renew their respective products. For example, we may share a member rating with an insurance partner which they may use as a factor to improve your rating with them for insurance purposes. In some cases, we will be acting as an agent or authorised representative for the product issuer, in which case we may in that capacity do things with personal information that the product issuer may do itself. For complete details of how our product issuing partners use and handle any personal information of yours that we disclose to them or collect on their behalf, please refer to their privacy policies and notices as outlined or referenced in their product documentation;
  • third parties that RAA has engaged to assist in the execution of RAA’s legitimate activities, including product or benefit providers, subcontractors, IT service providers, providers of consultancy services and professional advisors;
  • suppliers;
  • debt collecting agents/recovery agents;
  • third parties where RAA is acting as their agent or representative;
  • other organisations involved in our normal business practices, including our agents and contractors, as well as our accountants, auditors or lawyers and other external advisers;
  • parties involved in transfers and proposed transfers of businesses into or out of RAA, including their advisers and related companies;
  • third parties if disclosure is required by or authorised by law; or
  • third parties if you consent to the disclosure of specific information to them.

If you purchase a product that we offer that is provided by a third party, you should read that party’s privacy information which is communicated to you prior to purchase. For complete details of how our product issuing partners use and handle any personal information of yours that we disclose to them, please refer to their privacy policies and notices as outlined or referenced in their product documentation. That information may also apply to our use and handling of your personal information to the extent we are acting as their agent or authorised representative (which will also be explained in the product documentation).

Sensitive information

Sensitive information refers to special kinds of personal information which are subject to additional protection under the Privacy Act. We may be required to collect and record sensitive information about you, including information about your health or specific financial or personal circumstances, to provide you with a product or service. This includes where in the course of interactions with you we reasonably suspect or identify circumstances of vulnerability. We will collect, record and use this information, and disclose it to our partners (including insurance partners and their related entities), to help support you and enable the administration of your products and product benefits. We will obtain your further consent to any other collection and use of sensitive information, unless we are required or permitted by law to collect and/or use it.

Disclosing your personal information overseas

RAA may need to disclose your personal information to other companies or service providers who may be located overseas. The countries in which these recipients may be located will vary from time to time, but may include Germany, India, the United Kingdom, United States of America and other countries from which entities provide services to RAA.

When disclosing your personal information to overseas recipients, we take all measures that are reasonable in the circumstances to ensure your personal information is treated in accordance with the APPs.

Any information disclosed to an overseas recipient may only be used by them to fulfil the purposes for which it was disclosed to the recipient.

Automated Decision Making

We may use your personal information as part of certain automated decision-making processes, models and tools or our use of artificial intelligence (AI) to support the delivery of our products and services. Examples of where we may use automated decision-making include:

  • generation of quotes and pricing;
  • determination of eligibility for services;
  • detection of fault and service issues;
  • and marketing and product recommendations.

How we protect your personal information

Reasonable steps are taken by us to protect personal information we hold from misuse, interference, loss, unauthorised access, modification or disclosure.

Contacting RAA about access to and/or correction of your personal information

If you wish to withdraw your consent, including for such things as receiving information on products and offers by us, you should contact us as outlined in this Privacy Policy.

RAA aims to ensure the personal information it collects, uses and discloses, including the personal information of its members and customers, is accurate, up to date, complete and relevant. If you would like to access your personal information or feel that the information we currently have on record is inaccurate, irrelevant, out of date of incomplete, please contact us on 8202 4600 or visit your local RAA Shop. We will need to verify your identity before giving you access or making any changes. We will normally be able to deal with your request immediately. If the request is complex, we will ask you to complete a Personal Information Access & Disclosure request form.

We will comply with any such request except where the Privacy Act 1988 or Australian Privacy Principles allow us to refuse to do so. There is no fee for making such a request, but we may charge for actually providing you access. We will endeavour to respond to such a request within 14 days.

If you wish to withdraw your consent to use of personal information as set out in this policy, you should contact us as outlined in this Privacy Policy. Please note that if you withdraw your consent, we may not be able to provide you with products or services.

Marketing and promotional offers

From time to time, RAA may contact you with some direct offers that may be of interest to you; however, RAA honours any request not to receive unsolicited, personally targeted promotional material. If you do not wish to receive such offers, you can register and login to your RAA My Account on the RAA website, and follow the prompts underneath the ‘Update my details’ section. You can also opt out directly via the unsubscribe link on any electronic communications, by calling 8202 4600 or by dropping in to your local RAA Shop. You can opt out of receiving marketing notifications you may receive via the RAA App by changing your preferences within the App.

Comments and complaints regarding Privacy

If you have a problem with how RAA has used your personal information, or are concerned about any aspects of RAA’s Privacy Policy, we want to hear from you.

The RAA Privacy Officer has the appropriate knowledge and authority to deal with any privacy matter, and will be able to explain your rights and any referral that may be necessary in order to resolve the matter. Any formal privacy complaint will be dealt with by the Privacy Officer, or if necessary, may be referred to an Internal Dispute Resolution Committee, which has the appropriate authority to deal with disputes.

Privacy-related comments and complaints may be lodged over the phone, at any RAA Shop or online.

Our contact details are as follows

Telephone:

 8202 4600 (8am–5pm AEST weekdays)

Mail:
RAA Privacy Officer
RAA of SA Inc.
101 Richmond Road
Mile End SA 5031

Email:
privacy@raa.com.au

The matter will be investigated and a response will be provided promptly.  Any formal dispute review will be undertaken promptly, and the Internal Committee’s decision will be provided within fifteen (15) working days. Every effort will be made to equitably address privacy concerns.

In the unlikely event that your complaint is unresolved, you are unhappy with the resolution of your complaint or with the way RAA has handled your complaint through the Dispute Resolution Process, you are entitled to contact the Office of the Australian Information Commissioner which may investigate your complaint further. However, they will only become involved when all internal avenues have been exhausted.

Their contact details are as follows:

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

Changes to this Privacy Policy

We may change this Privacy Policy from time to time. Keep up to date with any changes by referring to the current Privacy Policy posted on our website at www.raa.com.au. You can also ask for a copy of the current Privacy Policy by visiting any RAA Shop.