Privacy policy

This policy explains how Blackstone Automotive (BLACKSTONE AUTO GROUP, ABN 54 663 008 946) collects, uses, shares and protects personal information through this website and when we provide our services. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

Contacting us about privacy

To ask a question, access or correct your information, withdraw consent or make a complaint, email admin@subhanptyltd.com.au, phone 03 9022 1221, write to us at 15/260-276 Abbotts Rd, Dandenong South VIC 3175, or use our contact page.

What we collect

When you start an accident enquiry: your name, phone number, optional email address and contact preference; your vehicle's make, model and (optionally) year and registration; a short description of what happened, the date and suburb if you give them; whether the car can be driven and where it is; your answers about fault, the other driver's details and your insurance (including “not sure”); whether you'd like help with towing or a replacement vehicle; and any photos you choose to attach.

When you request a service booking: the service, your vehicle details, any notes you add, your preferred date and time, your name, phone number, email address and contact preference.

If you go ahead with a repair: further details needed for the job and any insurance claim, such as the other driver's name and registration, insurer names and claim numbers, and a police event number. We ask for these only when they're needed.

How you found us: your answer to the optional “How did you hear about us?” question, and, recorded by the website, the name of the website that referred you (for example google.com), any campaign tags in the link you arrived from (for example “utm_source”), and the first page you visited. This is sent only with an enquiry or booking request, helps us understand which channels work, and doesn't identify you.

Technical information: to protect the website from abuse we record a one-way scrambled (hashed) form of your IP address with each submission and use it for rate limiting. Our hosting provider keeps standard server logs. We do not collect your location from your device.

We don't ask for health or injury information, driver licence copies, bank details or other sensitive information through this website — please don't include them in the text boxes or photos.

Why we collect it

• To respond to your enquiry or booking request and contact you about it.
• To assess, quote for and carry out repairs or servicing you approve.
• To communicate with the insurers involved in a repair, and with towing or vehicle-hire providers you've asked us to help with — with your agreement.
• To keep records we're required to keep, resolve disputes and protect our legal rights.
• To keep the website secure and prevent spam.
• To send marketing emails, only if you ticked the optional box.

If you don't provide the information marked as required, we may not be able to respond to your request.

Who we share it with

• Insurers handling a claim related to your repair, with your agreement.
• Towing operators and vehicle-hire providers when you ask us to help arrange those services.
• Service providers that help us run this website and our business: our website hosting provider; our email delivery provider (Resend, which processes notification emails in the United States — notifications sent to our staff contain only a reference number and a link, not your details); and, only if you allow analytics, our analytics provider.
• Professional advisers (such as lawyers or accountants) where needed, and government authorities or law enforcement where the law requires or permits it.

We don't sell personal information, and we don't receive payment for passing your details to other businesses.

Overseas disclosure

Our email delivery provider processes data in the United States. If analytics is switched on and you allow it, Google Analytics processes data in the United States and other countries, while Plausible Analytics processes data in the European Union. Our website hosting location will be stated here once confirmed.

Cookies, local storage and analytics

See our cookie policy for the full list. In short: the public website sets no tracking cookies unless you allow analytics, and analytics never receives what you type into our forms.

Marketing

We only send marketing emails if you opt in by ticking the separate, unticked box on a form. Every marketing email will include a way to unsubscribe, and we'll act on unsubscribe requests promptly. Service messages about your enquiry or booking are not marketing.

How we protect it

The website uses encrypted connections (HTTPS). Customer records are stored in a database accessible only to authorised staff, who must sign in with a password and multi-factor authentication; access is limited by role, and sensitive changes are logged. Uploaded photos are checked, re-processed to remove hidden data (such as GPS location), stored outside the public website under random names, and shown only to signed-in staff with permission.

No system is completely secure. If a data breach is likely to result in serious harm, we'll take steps to contain it and notify affected people and the Office of the Australian Information Commissioner where required.

How long we keep it

We keep personal information only as long as we need it for the purposes above and to meet legal obligations such as record-keeping. Submissions identified as spam are automatically deleted after 30 days, photos removed by staff are deleted from storage within 7 days, and email notification contents are cleared after 90 days. You can ask us to delete your information; we'll do so unless we need to keep it by law or to resolve a dispute.

Automated decisions

We don't use automated decision-making to decide whether to help you. Every enquiry is reviewed by a person.

Access, correction and complaints

You can ask for access to, or correction of, the personal information we hold about you. We'll respond within a reasonable time (usually within 30 days). If you're unhappy with how we've handled your information, contact us first so we can try to fix it. If you're still not satisfied, you can complain to the Office of the Australian Information Commissioner.

Changes

We'll update this policy when our practices change. The version and date are shown at the top of this page.