COLLECTION NOTICE – ISUZU UTE CUSTOMER RELATIONS CALLS, WEB FORMS AND EMAILS

(Required under Australian Privacy Principle (“APP”) 5)

1. Who we are

Isuzu UTE Australia Pty Ltd, ABN 80 129 563 739 (“IUA/we/us/our”) is the Australian wholesale distributor of Isuzu light commercial and sports utility vehicles and other accessories, parts and services related to these vehicles. For more information about IUA, click here.

2. Content of this notice

The collection notice describes how we collect, hold, use and share your Personal Information once enquiries are raised with us by phoning our Customer Relations Team, making an online enquiry via our web platform and emailing us. It includes:

  • the types of Personal Information we collect;
  • the reasons we collect and use that Personal Information;
  • who we share your Personal Information with; and
  • how to access our privacy policy or contact us about our privacy practices.

3. What is Personal Information

Personal information includes information or an opinion about an individual that is identified or reasonably identifiable ("Personal Information”). This can include a person's name, age, gender, postcode and contact details. It may also include health information, financial information, such as credit card or transaction details, as well as a range of other types of information. An example of reasonably identifiable information is a Vehicle Identification Number (“VIN”) assigned to an Isuzu UTE vehicle.

4. What information we collect

  • Information about your identity, such as your name and contact details (including your email address, mobile number, and residential address).
  • Information about your personal circumstances, namely vehicle ownership (e.g. marital status, age, gender, occupation, driver’s licence, vehicle registration number, VIN).
  • Information contained in identity documents or government documents, provided by you or someone acting on your behalf (e.g. your driver’s licence, passport).
  • Details of consents you have provided us relating to the sharing of your Personal Information.
  • Information you provide in free text fields, such as surveys, search terms or chat on our platforms.

5. Organisations that collect information about you

This collection notice covers Isuzu UTE Dealerships that have serviced or may service your vehicle, that may collect information about you relating to your vehicle and associated services.

6. How, when and from whom we collect your information

We will collect information about you, directly from you, whenever we can. Most information will be collected from the contact we have with you and from the records we maintain about the products or services you receive from us. We may verify that information from sources referred to in your communications with our Customer Relations Team or in this collection notice.

Information will be collected via phone, web platform and via email to address your enquiries and respond to them. The same information may be collected on each occasion there is contact, but we will endeavour to minimise the collection by assigning a case number for repeated contact relating to the same enquiry.

7. How information is collected from other sources

Sometimes we will collect information about you from other sources as permitted by the Privacy Act 1988 (Cth). We will do this only if it is reasonably necessary to do so, for example, where:

  • you purchase an Isuzu vehicle from authorised Isuzu UTE Dealerships, the authorised Isuzu UTE Dealership collects Personal Information about you at the point of sale which is then shared with IUA for its purposes and to deliver you our roadside assistance program;
  • you have your Isuzu vehicle serviced at an authorised Isuzu UTE Dealership, the IUA UTE Dealership collects Personal Information about you which is then shared with IUA;
  • we cannot get hold of you and we rely on publicly available information to update your contact details;
  • we exchange information with your legal or financial advisers or other authorised representatives; and
  • we need to contact you for product recall purposes.

We may collect this information from you directly or from third parties, including:

  • someone acting on your behalf, such as a parent or guardian, agent, or authorised operator of your account; and
  • if you give us information about others (such as a joint applicant or if you are an organisation, its officers or beneficial owners) you must have their authority and tell them what is in this collection notice.

8. When the law authorises or requires collection of information

There are laws that affect organisations that may require us to collect Personal Information about you. For example, we may require information about you, to comply with our product safety responsibilities, for example, as set out by Product Safety Australia.

9. How your information may be used

We will collect Personal Information from you for the following purposes:

Serving you as a customer:
We use your information to deliver our products and services including to:

  • administer and manage existing vehicles, parts and accessories and services you have with us;
  • manage our relationship with you or your business;
  • improve Customer Relations Team service support quality and your experience with us;
  • communicate with you or your representatives about our products and services;
  • verify your residential address for the vehicle sold, registered with the manufacturer, registered with Government authorities, and delivered to you; and
  • determine your eligibility for our Roadside Assistance program Personal Incident Management (“PIM”) Services benefits if your vehicle has a breakdown, is stolen or involved in an accident or you require medical repatriation support.

Improving our business:

  • Review customer feedback and assess how you use our products and services.
  • Testing and validating the effectiveness of products, services and system enhancements.
  • Monitoring and reviewing call recordings, online chats, social media platforms (e.g. Facebook private message) and other business activity for quality assurance, and training purposes and in doing so give overseas recipient, IUA's foreign-owned parent company, Mitsubishi Corporation in Japan, access to your information.

Manage our operations and comply with our legal obligations:
We use your information to manage our operations and comply with our legal obligations including to:

  • deliver our products and services;
  • respond to complaints and seek to resolve them;
  • verify your identity and vehicle ownership; and
  • meet our work health and safety obligations to our staff, our obligations to customers and all other obligations under Australian laws.

Manage our business:
We use your information to run our business in an efficient and proper way. This includes managing our financial position, business capability and planning, testing systems and processing and managing communications, corporate governance and audit.

10. What happens if you do not provide information

If you do not provide your information to us, it may not be possible:

  • to provide you with customer relations support as we cannot verify your identity and/or vehicle ownership; and
  • for us to manage or administer the warranty applicable to the vehicle.

11. Sharing your information

The information we hold about you may be shared for the purposes set out in this notice. The information may also be shared with other third parties to help us deliver our products and services or as required by law, including:

  • Sharing with Government, law enforcement agencies; and regulators as and when the agency requires this information.
  • Sharing with authorised representatives:
    • We may share information with third parties where you have authorised us to do so or where we are legally required. They include:
      • third parties that you have authorised to act for you (such as legal representatives, agents, or a person with Power of Attorney);
      • your parent or legal guardian (if you are under 18 years); and
      • guarantors and other security providers.
    • Our franchisees being authorised Isuzu UTE Dealerships:
      • For example, if information is not disclosed to an authorised Isuzu UTE Dealership, it may not be able to activate the warranty cover for the vehicle.
    • External service partners that do some of our work for us and generate insights:
      • such as information technology providers, mailing houses and logistics; and
      • specifically, CSBA ABN 8262 347 6007 (“CSBA”), that supports us to quality-assure our customer service to you, you can access CSBA’s privacy policy at: https://www.csba.com.au/privacy-policy
    • Auditors, insurers and re-insurers
    • Organisations that we partner with to distribute products and services such as overseas recipients based in Thailand
      • Isuzu Motors International Operations (Thailand) Co. Ltd (“IMIT”), which supplies the vehicles IUA distributes to customers; and
      • Isuzu Motors Co. (Thailand) Limited which sources components and undertakes the manufacture of IUA’s vehicles on behalf of IMIT.

  • Sharing for purposes otherwise required or permitted by law (including the Privacy Act 1988 (Cth)).

12. Our privacy policy and Personal Information access, corrections, and complaints

Go to https://www.isuzuute.com.au/privacy-policy for our privacy policy or ask for a copy at head office. It tells you:

  • how to access your information and correct it if it is wrong;
  • how to update your preferences about how we contact you or ask not to receive direct marketing; and
  • how to make a privacy-related complaint (including about our compliance with the Privacy Act 1998 (Cth)) and how we will deal with it.

Sometimes we update our privacy policy. You can contact us anytime or if you need to talk to us about our privacy practices by:

Email: info@iua.net.au
Phone: 1300 147 898
Web contact form: https://www.isuzuute.com.au/discover/contact-us
Mail: Customer Relations, Isuzu UTE Australia Pty Ltd, PO Box 500, Cannon Hill, QLD, 4170 Australia