Privacy Policy

Introduction

In this Policy the term “RAC”, “we” or “us” means either The Royal Automobile Club of W.A. Limited and its related and subsidiary companies (excluding BetterLabs, and St Ives group of companies), or any one of those entities, as the case may be, unless otherwise noted.

Your privacy and the privacy of your personal information are very important to us and this Policy outlines how we collect, use, hold and disclose your personal information.

RAC collects and handles your personal information in accordance with the Australian Privacy Principles (APPs), under the Privacy Act 1988 (Cth) (Privacy Act). By providing your personal information to us, you agree to our collection, use, and disclosure of your personal information (including sensitive information such as health information) in accordance with this Privacy Policy.

Please note that this Policy does not apply to the RAC Go mobile application (RAC Go app). The collection, use and disclosure of personal information through the RAC Go app is governed by a separate privacy policy, which is available at rac.com.au/RACGo. If you use the RAC Go app, please refer to that policy for information about how your personal information is handled in connection with that application. 

If you do have any questions or concerns about privacy please speak with one of our sales and service consultants at any RAC Member Service Centre, call 13 17 03 or email privacy@rac.com.au.

What is personal information and sensitive information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. This includes names; dates of birth; contact details such as addresses, telephone numbers, and email addresses.

Sensitive personal information includes information or an opinion about matters like your health or criminal history.

What personal information we collect

When you interact with us, we collect personal information to help us administer your membership and deliver the products or services you have with us, assess applications, provide you with marketing and promotional offers, and meet our legal obligations. The information we collect will vary depending on the product or service you choose.

The personal information we may collect includes:

• Your identity details, such as your name and date of birth.
• Your contact information, including your home or mailing address, email address and phone number.
• Product-specific information, which may include:
• driving or claims history
• credit or financial history
• income and other financial information
• health or medical information
• criminal history

We will only collect sensitive information, such as medical or health details or criminal history information, where you have consented to the collection and the information is reasonably necessary for us to carry out our functions or activities, unless an exception under the Privacy Act applies.

We take reasonable steps to make sure your personal information is accurate, secure and used appropriately.

AML/CTF due diligence

We collect your personal information to comply with the ‘Customer Due Diligence’ requirements in the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) (AML/CTF Act). This includes to:

• establish and verify your identity before providing certain services to you or the person you are acting on behalf of.
• assess and manage potential money laundering, terrorism financing, proliferation financing risks or related compliance risks associated with the provision of our services.
• make reports required by law under the AML/CTF Act.
• meet record keeping obligations under the AML/CTF Act.

We collect:

• your identity details (name, date of birth, contact details) and identity document details (for example, licence or passport).
• information about who you act for and, where relevant, beneficial owners.
• limited information to assess AML/CTF risk (for example, whether you are a politically exposed person based on public office or function, and, where appropriate, information about source of funds/wealth).

Collection of images and video (CCTV)

We collect personal information, including your image, through Closed Circuit Television (CCTV) primarily for reasons related to safety and security.

This technology is deployed in the following locations:

• Vehicles: cameras installed on our fleet to monitor safety and service delivery.
• Parks and Resorts: surveillance in common areas and facilities to ensure the security of our guests and property.
• Retail outlets and service centres: CCTV within our physical business locations for the prevention of loss and the protection of our employees, members and customers.

How CCTV footage is used and accessed

• CCTV footage is not actively monitored in real time unless there is a specific safety or security need.
• Access to footage is restricted to authorised personnel.
• Footage is reviewed only when required, such as when investigating an incident or responding to a complaint.

In some circumstances, CCTV footage may be disclosed to:

• law enforcement agencies
• insurers
• legal advisers
• regulators or courts

Disclosure will only occur where permitted or required by law, or where reasonably necessary for the purposes described above.

How we collect your personal information

Direct collection

Many of our products and services require you to give us personal information such as your name, address, telephone number, email address and credit card number, either to store within your member account, or to help us or third-party agents, contractors or organisations engaged by us to provide to you our products or services.

We normally collect personal information directly from you over the phone, face-to-face in an RAC Member Service Centre or agency, through the mail using paper application forms or electronically over the internet, through RAC mobile apps (excluding the RAC Go app) or other communication tools. We may also collect personal information directly from you through marketing or indirect methods, such as surveys.

Third-party collection

In some circumstances, we collect personal information from a third party including partners or service providers. For example, RAC may collect your personal information from:

• third-party accommodation booking platforms when you make a reservation at one of our Parks and Resorts,
• health and life insurance partners who refer new members to us;
• finance brokers for the purposes of arranging a property development loan with RAC Finance; or
• members of your family who purchase an RAC product or service for you.

Use of analytics tools and cookies

RAC also obtains personal information through the use of website analytics tools. These tools use tracking technologies such as cookies, pixels, and other information gathering technologies deployed on our website and in our electronic marketing materials. These tools collect information about where, when, and how you use our products and services, and are also used to authenticate your access to products and services provided by us, our service providers, and our agents.

We use these tools to:

• help deliver, optimise, personalise and analyse our products, services, and for advertising purposes.
• analyse trends and your use of the website and other technologies and how you respond to any advertising or content.
• serve targeted advertising to you via our website or other technologies on the basis of your use and preferences.
• administer products and services and gather demographic information about your use of the website and other technologies in order to target and personalise advertising and offers to you.

If you would prefer that RAC does not use cookies or similar tracking technologies, you can manage your preferences through your browser settings or other available tools. Please note that disabling these technologies may affect the functionality of our website.

When you use a link from our website(s) to the websites of third parties, those websites are not subject to RAC’s privacy and security standards. Those third parties are responsible for informing you of their privacy policies.

AML/CTF Records

We collect AML/CTF Records from you and from reliable third-party sources, including Equifax Australia (our electronic identity-verification provider, which may access the Commonwealth Document Verification Service (DVS) on our behalf), Comprehensive Credit Reporting (CCR), the Personal Property Securities Register (PPSR) and public registers.

If electronic verification is not successful, our Personal Finance team completes a manual ID check using your identity documents and other checks (Comprehensive Credit Reporting, watchlists for Politically Exposed Persons/sanctions, serviceability, and Personal Property Securities Register). Copies of identity documents are destroyed once verification details are recorded.

If you wish to know more general details about the personal information that we collect, or methods by which we collect personal information, including sensitive information, please speak with a sales and service consultant at any RAC Member Service Centre, call 13 17 03 or email privacy@rac.com.au.

If you choose not to provide us with personal information

Where practical, we will give you the option of not identifying yourself, or of using a pseudonym, when dealing with us. However, if you do not provide the personal information we need, we may not be able to verify your identity and/or provide you with the product or service you wish to purchase. We may also be unable to assess your application, where one is required, for example to purchase an insurance policy or provide a personal loan. We will let you know if not providing certain personal information may affect your application.

How we use and disclose your personal information

Providing you with our products and services

We collect and use your personal information so that we can provide you with our products and services and manage our relationship with you. This includes:

• managing your membership relationship and entitlements.
• delivering and administering the products or services you choose.
• assessing applications and determining your eligibility for products or services.
• setting up, managing and maintaining your membership or account.
• processing payments, claims or requests.
• responding to enquiries, complaints or disputes.
• meeting our legal, regulatory and compliance obligations.

Depending on the product or service, we may also collect and use your personal information (including sensitive information) to assess risk, determine pricing, or decide whether we can offer you a particular product.

The entities to whom your information may be disclosed include (but are not limited to):

• If you are an RAC member – RAC Roadside assistance contractors, automotive repairers, Australia Post, or another Australian Automobile Club;
• If you purchase a policy through RAC Insurance - Service providers such as repairers and suppliers, claim assessors, reinsurers, or other insurance companies;
• If you have purchased a loan or investment product through RAC Finance – credit reporting bodies, other credit providers, insurers, solicitors, accountants or other professional advisers;
• If you have purchased a travel product through RAC travel – airlines, car rental companies, tour operators, or accommodation establishments;
• If you have purchased an RAC security product – suppliers and installers of alarms, alarm monitoring specialists, security patrol companies, or WA Police Service.
• RAC may disclose your personal information to market research companies to gather independent feedback from you about the performance of RAC, our contractors and our products and services.

Direct marketing and membership communications

We may use your personal information in accordance with the Privacy Act and the Spam Act 2003 (Cth) to conduct direct marketing, such as telemarketing and advertising via email, SMS or post, to tell you about RAC and other products and services.

Where you acquire or hold an RAC product or service that includes RAC membership (such as Insurance, Roadside Assistance or RAC Finance), you will also be an RAC Member.

As part of your membership, we will use your personal information to provide you with information about member benefits, services and opportunities available through the RAC Member Benefits Program. This may include communications about products and services offered by RAC and selected partner organisations that we believe may be relevant or beneficial to you.

We will also communicate with you about your membership more broadly, including:

• delivery of the Horizons membership magazine;
• invitations to participate in surveys or provide feedback on RAC products and services;
• information about RAC advocacy initiatives, community programs and member benefits.

The type of personal information used for these purposes will generally be limited to your name and contact details. We will not use any sensitive personal information for marketing purposes without your express consent.

Your personal information may also be shared with other entities (including third parties) for promotional purposes, including direct marketing. Those entities may use the personal information we provide to them to market to you, by telephone, post, electronic communication about RAC products, RAC-branded third-party products or other products and services. These entities may be associated with Us, operate under the RAC brand or be third-party agents, contractors or organisations engaged by us.

We do not sell, trade, lease or rent your personal information without your prior express consent.

You may choose to opt out of our marketing activities at any time by advising us via the unsubscribe function or other contact information provided in any marketing you receive. Alternatively, you may advise us by speaking to one of our sales and service consultants at any RAC Member Service Centre or calling us on 13 17 03.

AML/CTF requirements

We may also share your personal information with AUSTRAC or with RAC Finance in order to meet our legal and regulatory obligations under the AML/CTF Act or the AML/CTF Rules.

How we use automated tools in our decisions

The kinds of personal information our tools use

• Insurance: information you give us in a quote or application (for example, your name, address, date of birth, contact details and driving history); your claims history (where permitted); information about your vehicle or property; and risk‑related factors relevant to the insurance product.
• RAC Finance: information you provide in a loan application (for example, your name, address, date of birth and contact details); credit‑related information we obtain from credit reporting bodies (where permitted by law); affordability and serviceability information; and fraud and risk indicators.

The kinds of decisions we use our tools for

• RAC Insurance: whether we can offer you cover for a particular product; the terms, conditions or exclusions that may apply; and the premium or excess we offer you.
• RAC Finance: whether your loan application is approved; the loan amount; the interest rate and any conditions that may apply.

How these tools influence decisions and what this means for you

Our tools may analyse the information we hold to make decisions about risk scores, eligibility flags, pricing and excess recommendations, and lending assessments.

Decisions supported by these tools may affect your rights under a contract and your access to important services. If you would like more information about how these tools were used in your circumstances, or would like us to review a decision, please contact us using the details in the “Contact us” section of this Policy.

Security and storage of personal information

We maintain commercially reasonable standards and take all reasonable care to prevent unauthorised access to your personal information, and to protect the security of your personal information when transmitted over the internet.

We store personal information in electronic databases that are either hosted within RAC premises or by third-party product, data storage and processing suppliers.

We take reasonable technical and organisational measures to protect personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure. These measures include access controls, encryption and network security, staff training, and supplier due diligence.

We will retain personal information only for as long as necessary to fulfil the purposes for which it was collected in connection with our functions and activities, or to meet our legal obligations after which we will take reasonable steps to destroy or de‑identify it.

In some instances, we use the services of third-party data storage and processing suppliers. These organisations are subject to, and are bound by, appropriate contractual safeguards governing how they use, hold and dispose of your personal information.

Within RAC and among our third-party suppliers, we may share your information internally to help us provide you with more efficient service and to keep you informed about RAC and other products and services. If you have any questions or concerns about this, please contact us.

While we take reasonable steps to protect information transmitted over the internet, no data transmission can be guaranteed as fully secure. You provide information to us over the internet at your own risk.

Transferring your information overseas

Sometimes our third-party agents, contractors or organisations are based overseas or otherwise have data storage facilities overseas where your personal information will be stored. We may transfer information about you to those data storage facilities.

We will take reasonable steps to ensure all overseas entities to whom we transfer your personal information do not breach the Privacy Act and Australian Privacy Principles (APPs), including requiring commercially reasonable and industry standard security measures are taken by those entities to protect your personal information from unauthorised access and use.

Where practicable, we will list the countries to which we may transfer your personal information on our website and keep that list up to date. Before disclosing personal information overseas, we take reasonable steps to ensure the recipient will handle the information in accordance with the APPs. In some cases, we may also be accountable under Australian law for the recipient’s handling of your information. Where an exception under the Privacy Act applies (for example, you expressly consent after being informed of the risks, or the disclosure is required by law), we may rely on that exception.

In the case of RAC Travel bookings, we partner with a network of travel providers around the world. The location of the travel partner to whom we provide your personal information will depend on your overseas destination. Some of these locations may have different regulatory requirements to those within Australia.

Accessing and correcting your personal information

Generally, you have the right to know what personal information we hold about you. You can also request that we correct any personal information if it is inaccurate, out of date, incomplete or misleading. You can request access to view or correct this information by:

• Calling 13 17 03. We will ask you questions so that we can identify you over the phone.
• Writing to RAC addressed to the Privacy Officer, GPO Box C140, Perth WA 6839 or emailing us at privacy@rac.com.au and providing us with details of what you would like to know, see or correct.
• Calling in to your nearest RAC Member Service Centre and providing us with appropriate identification.

In some circumstances, we may refuse you access to your personal information. If this occurs, we will write to you to explain our reasons.

Some examples of when you might be denied access are if:

• access will pose a threat to the life or health of someone;
• access would have an unreasonable impact on another person’s privacy;
• information relates to anticipated or existing legal proceedings; or
• giving access would be unlawful.

How we handle your request

We will respond to your request as quickly as possible and we will provide you with a written, verified copy of your personal information that we hold. Depending on the nature of your request and the accessibility of the information (for example, information may be archived), we will aim to respond within five working days, but may be able to respond sooner than this. If it will take us longer than this to access your personal information, then we will inform you of the delay and the reason for the delay.

Contacting us with questions or complaints

If you are concerned with RAC’s use of your personal information or any aspects of this Privacy Policy or if you wish to make a complaint about RAC’s adherence to the APPs or the Privacy Act, please contact us and we will endeavour to resolve your enquiry by following our internal complaint resolution process. You can contact us by:

• Calling 13 17 03. We will ask you questions so that we can identify you over the phone.
• Writing to the Privacy Officer, GPO Box C140, Perth WA 6839 and providing us with details of what you would like to know, see or correct.
• Calling in to your nearest RAC Member Service Centre and providing us with appropriate identification.
• Emailing us at privacy@rac.com.au.

If the matter cannot be resolved to your satisfaction, it will be referred to the relevant Manager, who will contact you within five working days of the date you first made the complaint.

If the complaint is still unresolved, it will be referred to the Privacy Officer, who will advise you of our final decision within fifteen days of the date you first made the complaint.

Unresolved complaints

If you are not satisfied with the resolution of your complaint you are entitled to contact the Office of the Australian Information Commissioner at:

Changes to this Privacy Policy

We will review this Policy from time to time to make sure it’s up to date. If we make changes, we’ll post the latest version on our website, email members a copy, make copies available in our Member Service Centres, and may publish the amended Privacy Policy in our membership magazine Horizons.

This Policy was last updated on: 6^th October 2026