Privacy Policy

The types of Personal Data we collect will vary depending on the nature of your dealings with NWG. This information may include your:

• Name, address and contact details
• Credit card and / or payment details
• Vehicle details including make, model, registration number, vehicle identification number (VIN), year of manufacture
• Vehicle leasing arrangements
• Insurance policy details

If you deal with us in another capacity (for example, as a supplier or job applicant), we may collect your name, contact details and any other information that you are required to provide.

Generally, it is not possible for us to transact and do business with you unless we have identified you. Wherever it is lawful and practicable to do so, we may offer you the opportunity to deal with us anonymously. For example, when you are browsing our website. If you do not provide the information requested, we may not be able to provide you with appropriate services or fulfil another applicable purpose.

We collect personal data from you when:

• You interact with us via our Contact Centre, Branch / Approved Repairer network or other media such online enquiry form, or other form of correspondence via emails, phone calls, face to face events or meetings
• You submit an enquiry or booking form via the NWG website
• You book a job through your insurance company – we will be required to lodge a claim on your behalf and obtain payment from your insurer
• You book a job and you have a fleet or leased vehicle – we will need to arrange for payment collection from your lease / fleet provider
• You use any of our related services, such as subscribing to our newsletter or product notifications
• You accept our cookies and other tracking technologies on your device (cookies are messages sent through your web browser which provides us with insight as to which areas of our Website are accessed – we use this information to improve usability)
• You interact with us on social media sites and react or comment on our posts, or send us a private message
• You enter into an agreement with NWG as a supplier or a business customer and we are required to conduct appropriate checks
• You participate in our promotions or any request for additional personal data such as customer surveys
• Your authorised representative submits your personal data to us for any purpose reasonably authorised by you, for example if such representative is requesting our services on your behalf
• You voluntarily submit your personal data to us for whatever reason

Credit card details collected, are processed and stored directly by our third party payment processors pursuant to their terms of use and privacy policies. None of your credit card details are permanently stored with us. However, we may collect your bank account details to process refunds.

If you are providing NWG with personal data relating to another person, you represent to us that you have obtained their consent to provide their personal data to us and that they are aware of who it is being provided to and where they can access a copy of this Privacy Policy.

We may use and disclose your personal data to our agents, partners, contractors or third parties for a variety of purposes necessary to conduct our business and service our customers, including by not limited to:

• Maintaining, protecting and improving our technology, products and services, continuously monitoring their effectiveness
• Processing your order and payment for our products or services
• Engaging our agents, partners, contractors and third parties to perform windscreen repairs or replacements
• Communicating with you in relation to your enquiries and feedback
• Processing refunds in accordance with our Terms and Conditions
• Monitoring and enforcing compliance with our Terms and Conditions, including dispute resolution
• Carrying out administration, marketing, planning, fraud detection activities, procurement, quality control and research to improve the way we provide products and services to you
• Improving your customer experience across all touchpoints and training our customer service team, by recording and monitoring phone calls for example
• Engaging mail houses who print and distribute correspondence to you

In all circumstances where NWG engages third parties to provide services, we take reasonable steps to protect the privacy of any data disclosed to those parties.

NWG may share non personal, aggregate, or summary information about you with our business partners or other third parties. For example, we might provide a count of our bookings and jobs for a particular area within a given period.

We do not sell or disclose your personal data to others for the purpose of allowing them to direct market their products and services.

We may send you an email, SMS or call you to confirm or amend booking times as required, and to communicate information relating to the services being provided.

Some of our service providers are located overseas, which means personal data collected and held by NWG may be transferred overseas. As an example, we use service providers located overseas to host our finance and customer relationship management ("CRM") systems.

You may request access to the personal data we hold about you or you may request we correct any personal data we hold about you if you believe that it is inaccurate or not current. Our contact details are at the end of this policy. We will generally provide you with access to the personal data we hold about you subject to some exceptions permitted by law.

We store personal data in a combination of secure computer storage facilities and paper based files and other records. If you are in contact with our Contact Centre team via phone, calls will be recorded and backed up. We have taken numerous steps to protect your personal data from modification, disclosure, misuse, loss and unauthorised access.

Additionally, we take reasonable steps to destroy or permanently deidentify personal data when we no longer need it.

Changes and updates to this policy will be published on our website, and you may wish to refer to this page from time to time for latest information on privacy. Alternatively, you may request a copy by contacting us on 1300 846 052 or emailing us at privacy@actionautoglass.com.au.

If you have any questions about this policy or if you wish to make a complaint, please write to:

The Privacy Officer
NWG
24 Thomson Street
South Melbourne VIC 3205
Australia

Email: privacy@nwg.com.au

Upon receipt of your complaint, we will investigate and respond in writing within 30 working days.