Privacy Policy

Last updated: 24 October 2026

Everyday Car Repair Network Pty Ltd (ABN 88 634 541 638), trading as Accident Assist Line ("we", "us", "our"), is committed to protecting your privacy. This Privacy Policy explains how we collect, use, hold and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What information we collect

When you call our hotline, submit a callback request through our website, or otherwise contact us, we may collect:

• Your name, phone number and email address;
• Details you provide about your accident, vehicle, location and insurer;
• Recordings of phone calls with our team;
• Technical information such as IP address, browser type, device information and pages visited, collected automatically via cookies and analytics tools (including Google Analytics, Google Ads, Google Tag Manager and OpenAI Ads measurement); and
• Any other information you choose to provide when speaking with our team or completing a form.

2. How we collect information

We collect personal information directly from you — by phone, through our website's "Request a callback" form, or by email — and automatically through cookies and similar tracking technologies when you browse our website. We do not knowingly collect information from children.

Call recording. Calls to and from us may be recorded for quality assurance and training purposes. We let you know at the start of the call. If you continue the call after being told, you consent to the call being recorded. If you do not want your call recorded, please let our team know, or contact us by email instead.

3. How we use your information

We use personal information to:

• Coordinate your accident tow, arrange vehicle repairs and hire cars, and liaise with your insurer on your behalf;
• Use call recordings for quality assurance and staff training, and to help resolve questions, complaints or disputes about your matter;
• Respond to your enquiries and callback requests;
• Operate, maintain and improve our website and services;
• Measure the effectiveness of our advertising (for example, Google Ads and ChatGPT/OpenAI Ads conversion tracking); and
• Comply with our legal obligations.

4. Disclosure of your information

We may disclose your personal information to:

• Towing operators, panel repairers, hire car providers and other service providers we engage to assist with your accident, tow, repair or hire car;
• Your insurance provider, where relevant to your claim, and only as needed to coordinate your matter;
• Our website, email, phone system, cloud storage and IT service providers (including Vercel and our email delivery provider) who help us operate our systems; and
• Government or regulatory bodies where required by law.

We do not share call recordings with towing operators, repairers, hire car providers or insurers unless you agree or we are required to by law. We do not sell your personal information to third parties.

5. Cookies and analytics

Our website uses cookies and similar technologies, including Google Analytics, Google Ads, Google Tag Manager and OpenAI Ads measurement, to understand how visitors use our site and to measure advertising performance. You can control or delete cookies through your browser settings; disabling cookies may affect some website functionality.

6. Data security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure, including through secure hosting infrastructure and encrypted transmission of form submissions. Call recordings are stored securely, can only be accessed by staff who need them, and are kept only for as long as they are needed for the purposes described in this policy.

7. Access and correction

You may request access to, or correction of, the personal information we hold about you by contacting us using the details below. We will respond to your request within a reasonable period.

8. Overseas disclosure

Some of the service providers we use to operate our website, email, phone and storage systems (such as our hosting, email delivery and cloud storage providers) may store or process data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure your information continues to be handled in accordance with the Australian Privacy Principles.

9. Complaints

If you have a concern about how we've handled your personal information, please contact us first using the details below. If you're not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

10. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be available on this page.

11. Contact us

Everyday Car Repair Network Pty Ltd (t/a Accident Assist Line)
Suite 2, 86 High Street, Berwick VIC 3806
Phone: 1300 723 770
Email: contact@accidentassistline.com.au