Privacy and Personal Information Protection Policy 
Privacy Statement
PRIVACY AND PERSONAL INFORMATION PROTECTION POLICY
The Statewide Roads (SWR) group of companies respects the privacy and confidentiality of individuals by complying with the legislative requirements of the Privacy Amendment (Private Sector) Act 2000 (herein known as "the Act") and the code of practice described in Australian Standard AS 4721-2000 "Personal privacy practices for the electronic tolling industry."
SWR collects, stores, uses and discloses only that personal information of individuals that is necessary for the carrying out of its business operations and activities. Personal information is information from which your identity is apparent or can be reasonably ascertained.
SWR undertakes to effectively implement the National Privacy Principles embodied in the Act to ensure that reasonable steps are taken to protect the privacy of individuals personal information. This is achieved by:
- Collecting personal information only by lawful and fair means and not in an unreasonably intrusive manner;
- Using or disclosing personal information only for the purpose for which it was collected, unless the individual has consented otherwise;
- Ensuring that personal information collected, used and disclosed is accurate, complete and up-to-date;
- Protecting the personal information it holds, from misuse and loss, and from unauthorized access, modification or disclosure;
- Providing individuals with access, where appropriate, to personal information it holds about them;
- Providing individuals with the option of remaining anonymous when entering into transactions with SWR, whenever it is lawful and practical to do so;
- Only transferring personal information to a recipient in a foreign country when the individual has consented, or where SWR has taken reasonable steps to ensure that the information will not be held, used or disclosed by the recipient in a manner inconsistent with the Australian National Privacy Principles;
- Not collecting sensitive information about an individual unless the individual has consented, or when required by law.
Training is provided to all employees covering SWR's policies, practices and procedures relating to the Act.
Individuals who feel that SWR has breached their privacy rights under the Act are able to register their complaints with SWR and have them acknowledged, investigated and dealt with through the company's complaints process.
SWR's commitment and effectiveness in complying with the Act is monitored and measured by periodic Senior Management Reviews of feedback and corrective actions on non compliances with the Act.
As a good corporate citizen, SWR complies with the requirements of the Privacy Amendment (Private Sector) Act 2000.
BACK
PRIVACY STATEMENT
The Statewide Roads (SWR) group of companies respects and is committed to protecting the privacy of individuals' personal information. This commitment is set out in SWR's Privacy Policy and the following policy guidelines. Please take a moment to read these guidelines to understand how your personal information is handled.
COLLECTION OF PERSONAL INFORMATION
Travel on the M4 Motorway
Due to the nature of its business, SWR collects and records information about vehicle movements through the M4 Motorway toll plazas. Data collected by SWR's computerized toll collection system relates directly to vehicles rather than individuals.
Patrons using the M4 Motorway may pay the toll either by Electronic Tag, Pass, Motorcycle Card, or cash. When you use an Electronic Tag, Pass, or Motorcycle Card, the following information will be recorded:
- The location of your vehicle at the M4 toll plaza, and the date and time of day
- The direction in which the vehicle was travelling
- Your Electronic Tag, Pass or Motorcycle Card number.
If using a Pass an image of your vehicle and its licence plate number are collected and matched against details supplied by your Pass issuer. When successfully matched, the above trip details as well as your vehicle's licence plate number and your Pass number remain recorded and stored by SWR.
Patrons with Electronic Tags, Passes, or Motorcycle Cards wishing to use the M4 Motorway anonymously have the alternative of paying the toll in cash, in which case no personal information of the individual is recorded.
Non Payment of Tolls
An image of your vehicle and its licence plate number is collected and recorded automatically when you pass through the toll plazas and do not pay the appropriate toll amount. This image or the Licence Plate number may be given to the NSW Roads and Traffic Authority (RTA) or an Electronic Tag or Pass issuer and used for levying tolls, violation processing, or in connection with the issue of a Toll or Penalty Notice.
The status of your Electronic Tag or Motorcycle Card account is recorded when there are insufficient funds in your account. SWR receives files of Electronic Tag numbers from tag issuers, where the relevant account has insufficient funds.
When you provide personal information to SWR through its website, by letter, phone, fax, email, cheque or other means in response to a Toll Notice, SWR collects and stores that personal information.
Where the appropriate toll amount cannot be paid in cash as intended, you may receive a Deferred Toll Notice that generally records the date and time of the violation and the vehicle's registration number.
When dealing with SWR, your telephone conversation may be monitored and recorded for staff training and service quality purposes.
Security and Incident Management
For the security and safety of SWR staff, and motorway patrons, and to monitor toll plaza activities, security cameras and/or audio are installed throughout the toll facility. Video images and/or audio of you and your vehicle may be recorded, stored, and may be retrieved to review an incident.
The RTA owns operates and maintains surveillance cameras along the motorway for traffic management purposes. SWR has access to view but not record live video from those cameras.
SWR Website
The SWR website provides:
- Information about the M4 Motorway
- A means of communicating with SWR
- An online facility to pay tolls and charges.
When you make an online payment of a Toll Notice using a credit card or electronic tag, your first name, last name and email address are recorded and stored by SWR. Other personal information you may provide, as well as your vehicle's licence plate number, relevant M4 Motorway trip details and electronic tag number remain recorded and stored by SWR when payment has been successfully completed. Credit card details you provide when making payments online are not collected or stored by SWR.
SWR's website contains links to other websites for your convenience. SWR does not share your personal information with those other websites and is not responsible for their privacy practices. You should familiarize yourself with the privacy policies of those organizations. SWR does not collect or utilize any personal information when you browse the website.
SWR's website may use cookies from time to time to enhance your internet experience. A cookie is a message given to a web browser by a web server, which it stores for later use. When you visit the web site again your browser recognizes your preferences. You can decide whether or not to accept cookies. If you do not wish to receive cookies you can set your browser to reject cookies.
SWR uses a third party to host its website.
Tag Replacement
When SWR replaces a faulty E-way tag for you, personal information you provide is retained and stored, as well as being forwarded to the E-way office of Interlink Roads Pty Limited.
Cashback
The RTA conducts audits of the M4/M5 Cashback Scheme. As part of that process an image of your vehicle and its licence plate number are collected and recorded automatically when you pass through the toll plazas with an Electronic Tag which is registered for Cashback. The image and embedded journey details are provided to the RTA for the management of the M4/M5 Cashback Scheme.
Customer Feedback
When providing customer feedback to SWR by letter, phone, fax, or email, your name, contact details and any other personal information you have provided are retained and stored by SWR.
USE AND DISCLOSURE OF PERSONAL INFORMATION
SWR ensures that all personal information collected or transferred to it will be used only for those purposes that are necessary for the carrying out of its business. Those purposes are concerned with the accurate levying and recovery of tolls (and any applicable fees) payable for use of the M4 Motorway. SWR will not at any time sell or give personal information on its patrons to other organizations for marketing purposes.
It may be necessary for SWR to disclose information to third parties contracted by SWR to carry out specialised activities on its behalf. To ensure your privacy is protected SWR imposes strict requirements of security and confidentiality on outside contractors as to how they handle your personal information. Outside contractors are not permitted to use information about you for any purpose except to perform the services we have requested them to provide.
Working agreements between toll road operators and associated regulatory authorities involve the transfer of information between these parties for the accurate levying and recovery of tolls and any applicable fees payable for the use of the M4 Motorway. In the course of operating its business, SWR provides information to the following organizations or types of organizations:
Electronic Tag or Pass Issuers
If you hold an Electronic Tag or a Pass, information concerning your vehicle's travel on the M4 Motorway will be provided to the issuer of that Tag or Pass in order to charge applicable tolls and charges to your tag or pass account.
SWR has access to certain personal information of E-way customers' accounts maintained by Interlink Roads Pty Limited. This access is permitted by the E-way Terms and Conditions and is only used for resolving toll violation issues.
NSW Roads and Traffic Authority (RTA)
SWR transfers information to the RTA to assist with toll violation processing. On request from SWR, some of that information may be transmitted by the RTA to the NSW Police Infringement Processing Bureau to assist with toll infringement processing.
SWR also transfers information to the RTA to assist in the administration of the NSW Government M4/M5 Cashback Scheme.
Law Enforcement Agencies
SWR will make personal information available to law enforcement or regulatory agencies only when SWR is served with a request in writing from that agency, and when it is necessary in the public interest.
Other Requests
SWR will make personal information available to individuals and organizations only when SWR is served with a subpoena, issued by the Courts, for certain information.
SECURITY OF PERSONAL INFORMATION
SWR takes reasonable steps to ensure that personal information is protected from misuse, loss, unauthorized access, modification or disclosure. SWR has established appropriate physical, electronic, and managerial procedures to safeguard and secure the information collected.
Access to personal information is only available to nominated SWR personnel who reasonably require that access in connection with the effective recovery of tolls due. Those personnel are managed through a regime of access rights, password protection, training and effective supervision to ensure that your privacy is respected and maintained.
Additionally, SWR takes reasonable steps to destroy or permanently de-identify personal information when it is no longer required for the purpose for which it was collected.
QUALITY OF PERSONAL INFORMATION, ACCESS AND CORRECTION
SWR takes reasonable steps to ensure that the personal information it collects uses or discloses is accurate and complete. Where appropriate, you have reasonable access rights to your personal information and to have inaccurate or incomplete information corrected at any time. Complaints concerning the privacy of personal information will be acknowledged and investigated through the company's complaints process.
COMMITMENT TO PRIVACY
To ensure your personal information remains confidential, SWR undertakes to communicate the above privacy guidelines to all SWR personnel.
You will be notified if SWR intends to use your personal information in a manner or for a purpose different to those outlined in this Privacy Statement.
The SWR Privacy Policy and Statement may be subject to change at any time. The most current version will always be located on SWR's website www.m4.com.au and is available in hard copy form from the offices of SWR.
Contact Details
If you have any questions, comments or complaints regarding SWR's Privacy Policy and Statement, please contact SWR's Compliance Manager using one of the options below:
| Mail: |
Statewide Roads Limited Attention:Compliance Manager PO Box 6327 Silverwater, NSW 1811 |
Phone: | (02) 9647 0299 |
| Fax: | (02) 9647 0290 | ||
| Email: | mail@swr.com.au |