1. Overview
Melbourne Southeast Chauffeurs Pty Ltd (referred to in this policy as “we”, “us” or “our”) respects your privacy and is committed to protecting the personal information you entrust to us. This Privacy Policy explains how we collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs) that sit under it.
This policy applies to our website (melbournesoutheastchauffau.space), our quote and booking enquiry forms, and the premium chauffeur and transfer services we deliver across Melbourne VIC and greater Victoria. By using our website or engaging our services, you agree to the handling of your personal information as described on this page.
2. Who We Are
We are a Victorian company delivering premium chauffeur and transfer services — airport transfers to and from Melbourne Airport and Avalon Airport, corporate and executive travel, wedding and event transport, and private touring across Melbourne’s south-eastern suburbs. Our Australian Business Number (ABN) is published in the footer of this website.
Our Privacy Officer is responsible for the day-to-day management of privacy within our business and can be contacted by email at ceo@melbournesoutheastchauffau.space.
3. The Personal Information We Collect
The personal information we collect depends on how you interact with us. Depending on your enquiry or booking, it may include:
- Identity and contact details — your name and email address, and where relevant to a booking, the names of other travelling passengers;
- Booking and travel details — pickup and drop-off addresses, dates and times, passenger numbers, luggage requirements and itinerary preferences;
- Flight and arrival information — flight numbers and arrival times, so your chauffeur can meet you on schedule;
- Special requirements — accessibility needs, child restraint requests or other preferences you choose to share for event, wedding or tour bookings;
- Billing details — corporate account names, billing addresses and invoice records. Card payments are processed by our payment providers, and we do not store full card numbers on our systems;
- Communications — the content of your enquiries, quotes, feedback and our correspondence with you; and
- Website data — technical information such as device type, browser and pages visited, collected through cookies and analytics (see section 11).
We take reasonable steps to collect only the personal information that is reasonably necessary for our functions and activities.
4. How We Collect Your Personal Information
We collect personal information:
- directly from you, when you complete the quote request or contact forms on this website, correspond with us by email, or engage our services;
- from a third-party booker — for example, a corporate travel manager, executive assistant or event planner arranging travel on another passenger’s behalf. We ask those bookers to make the travelling passenger aware of this policy;
- from our operations team and contracted professional chauffeurs, in the course of planning and delivering your transfer; and
- automatically, through cookies and similar technologies when you browse our website.
5. How We Use Your Personal Information
We use the personal information we collect to:
- respond to enquiries and prepare tailored quotes for chauffeur and transfer services;
- confirm, schedule, deliver and manage your bookings;
- send booking confirmations, reminders and chauffeur arrival details;
- issue invoices, process payments, refunds and account records;
- keep records required by law, including taxation and commercial records;
- improve our website, our services, our safety practices and your experience with us; and
- send occasional service updates or marketing messages where permitted by law and where you have not opted out.
If we cannot collect the information we need, we may be unable to provide a quote or deliver our services to you.
6. Anonymity and Pseudonymity
Where it is lawful and practicable, you may deal with us anonymously or under a pseudonym — for example, when browsing our website or asking general questions about our services. However, to plan and deliver a chauffeured transfer we must know who is travelling, where to collect you and how to reach you, so anonymous dealings are generally not practical for bookings. You are always welcome to withhold details that are not essential.
7. When We Disclose Personal Information
We do not sell, rent or trade your personal information. We disclose it only for the purposes set out in this policy, where you would reasonably expect us to, with your consent, or where the law requires or authorises the disclosure. Typical recipients include:
- our directors, operations staff and contracted professional chauffeurs, on a strict need-to-know basis, so that your transfer can be delivered safely and on time;
- payment gateways and providers of our booking, scheduling, accounting and customer-management software;
- IT and communications providers, including website hosting, email delivery and analytics services;
- professional advisers, such as our accountants, insurers and legal counsel; and
- government agencies and regulators where disclosure is required or authorised by law, including for taxation and law-enforcement purposes.
Where we engage contractors and service providers, we take reasonable steps to bind them to confidentiality and privacy obligations consistent with this policy.
8. Overseas Disclosure
Some of the technology providers we use — including cloud hosting, email, backup and analytics services — may store or process personal information on secure servers located outside Australia. When that occurs, we take reasonable steps, as required by APP 8, to ensure those recipients do not breach the Australian Privacy Principles in handling your information. If you would like details of the countries in which our current providers operate, email ceo@melbournesoutheastchauffau.space and we will make that information available on request.
9. Data Quality, Security and Retention
We take reasonable steps to keep the personal information we hold accurate, complete, up to date and relevant. Information is stored on secure systems with access limited to team members who need it to perform their duties, protected by encryption in transit, strong authentication and routine monitoring, and our people are trained in privacy-aware handling.
We retain personal information only for as long as it is required for the purposes described in this policy and to meet our legal obligations — for example, financial and taxation records are generally retained for at least seven years. When information is no longer required, it is securely destroyed or permanently de-identified.
10. Access to and Correction of Your Personal Information
You may request access to the personal information we hold about you, and ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, email ceo@melbournesoutheastchauffau.space with enough detail for us to identify you and the information concerned.
We will respond within a reasonable period — usually within thirty days — and, except in limited circumstances permitted by the APPs, access will be provided free of charge. If we are unable to give access or to make a requested correction, we will explain our reasons and, where appropriate, provide a written statement of those reasons.
12. Marketing Communications
We only send direct marketing communications where permitted by Australian law, including the Spam Act 2003 (Cth), and where the message is relevant to the premium chauffeur and transfer services we provide. Every marketing message identifies us and includes a simple way to stop receiving it. You may opt out at any time by replying to the message or emailing ceo@melbournesoutheastchauffau.space, and we will act on your request promptly.
13. Notifiable Data Breaches
We maintain procedures to identify, assess and respond to data breaches affecting the personal information we hold. If a breach of our systems is likely to result in serious harm to your personal information, we will notify you and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme, and will take prompt steps to contain and remedy the breach.
14. Complaints and Privacy Enquiries
If you believe we have breached the Australian Privacy Principles or this policy, please contact our Privacy Officer by email at ceo@melbournesoutheastchauffau.space with a description of your concern. We will acknowledge your complaint promptly, investigate it fairly and respond — usually within thirty days — with the outcome and any proposed resolution.
If you are not satisfied with our response, you may raise the matter with the Office of the Australian Information Commissioner at www.oaic.gov.au.
15. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal obligations. The current version will always be published on this page. If we make significant changes to how we handle your personal information, we will take reasonable steps to bring those changes to your attention.
Questions about anything on this page? Email our Privacy Officer at ceo@melbournesoutheastchauffau.space.