Commitment to Privacy
The privacy of our customers is of utmost importance to Young’s Bus Service. This extends to information or opinions (whether the information or opinion is true or not) about customers which could be used to reasonability identify them. We view privacy as a serious matter and we are bound by the Australian Privacy Principals (APPs) and the Privacy Act 1988 (Act).
Collection of personal information
The kind of personal information collected by Young’s Bus Service generally includes your name, address, date of birth, trip and other travel details, credit/debit card number and expiry date, billing address, contact details such as phone, fax or email, as well as information about any health issues or special needs relevant to your travel arrangements.
Other details that relate to passengers’ travel and information relevant to concession (student or pension) fares are also collected. For school students, Young’s Bus Service also collects details of gender, grade, school of attendance and parent/guardian contact details.
Other than travel-related health information, Young’s Bus Service generally does not collect sensitive information such as your political or religious beliefs, ethnic background or sexual preference. We will only collect sensitive information with your consent, as required by law or where necessary in accordance with the APPs or the Act.
Young’s Bus Service recognises the sensitivity of receiving credit card information from customers in the course of its business. Young’s Bus Service will only use credit card information for booking and transactions purposes and not for any other purpose.
Why your personal information is collected
Generally, Young’s Bus Service collects and uses personal information about its customers to provide passenger transport services (including school student transport) and to assist our internal administration and operations. This includes managing student travel and behaviour, processing bookings and payments, accounting, record keeping, system development, testing and staff training. If we do not collect such personal information we may be unable to provide you with our services.
How personal information is collected
Where possible, we collect personal information directly from you through your dealings with us. This may include when you apply for travel assistance (either for free travel or Safety Net) for a school student, when you apply for an EASY-TRAVEL Card or a replacement EASY-TRAVEL Card, when you request information or when you make a booking with us.
We may collect and update that information over phone, via email/internet, in person or when you write to us.
We may collect information through third parties such as Queensland Transport as well as government and non-government schools who provide details of school students requiring bus transport directly to us.
We may collect video footage from security cameras for the purpose of quality assurance and safety, staff training and to verify/ refute incidents that may have occurred. Access to this information will be strictly limited to police, Queensland Transport and/or insurance companies.
Use of your personal information
If you obtain unregistered EASY-TRAVEL card using cash, we will not retain any of your personal information other than the financial transaction details. You will also be required to provide your delivery details to enable us to post the Easy-Travel Card to you.
If you choose to register your EASY-TRAVEL Card, your personal information will be securely held on computer and linked to a serial number associated with your card. Your physical EASY-TRAVEL Card will not hold any personal information.
The purposes for which your personal information may be used include:
- allowing you to obtain and add value to your travel card;
- allowing you to obtain a replacement travel card;
- allowing you to hotlist or cancel lost or stolen travel card to protect the stored value;
- facilitating security measures to guard against fraud or inappropriate use of your travel card;
- allowing us to notify you of changes to your travel card (e.g. impending card expiry);
- contacting parents / guardians over school students behaviour;
- processing your booking;
- ensuring that we are aware of any special travel requirements (health or otherwise) that you may have;
- providing you with confirmation of your booking and advising you of any changes to your itinerary;
- addressing any feedback or complaints that you may have; and
- answering any queries that you may have.
Young’s Bus Service will generally only use personal information for the purpose for which it was collected or for a purpose related, or in the case of sensitive information directly related, to that purpose, or as otherwise permitted by law (for example if it is reasonably necessary to lessen or prevent a serious threat to the life, health or safety of any individual, or to public health or safety).
Disclosure of personal information
Young’s Bus Service may disclose your personal information to other entities as permitted by law. For example, we may disclose personal information to:
- third parties who provide services to us;
- Government and non-government schools;
- Queensland Transport; and
- Other organisations such as law enforcement agencies which we may be required to disclose information by law.
Young’s Bus Service will not sell, rent or trade your personal information.
Young’s Bus Service does not disclose personal information to any overseas recipients.
How we store information
We store personal information in a combination of secure computer facilities and paper based files and other records. We will take reasonable steps to ensure that personal information we hold is protected from misuse, loss or unauthorised access or disclosure. The measures we take to protect your personal information include:
- restricting access to our computer systems and paper records to authorised personnel;
- preventing non authorised users from accessing this information; and
- using firewalls and other network facilities within our computer system.
Accessing and correcting personal information
We will take reasonable steps to make sure that the personal information we collect is accurate, complete and up to date.
Should you wish to access your personal information, please contact us on the details listed below. If your personal details change, such as your address or phone number, please contact us to update your details so we can continue to provide you with our services.
A request for access to personal information should be made in writing to Young’s Bus Service. Young’s Bus Service will arrange to make the information available as soon as reasonably practical and will seek to do so within 14 days if possible.
Following a request, we will provide you with a copy of any personal information which we hold about you in accordance with our obligations under the Privacy Act. We may charge a reasonable fee to cover our costs of retrieving this information, in which case we will inform you of the fee in advance of providing the information. There are certain exceptions where we may be unable to provide you with access to your personal information, for example where:
- providing access would have an unreasonable impact on the privacy of others;
- denying access is otherwise required or authorised by law; and
- the request for access is frivolous or vexatious.
We will advise you if any exception applies and will explain that exception to you.
Resolving your concerns
Youngs Bus Service
P.O. Box 8189
Allenstown QLD 4700
Phone 4922 3813