Privacy Policy and Collection Notice

Last updated 1 January 2026

About this policy

This is the privacy policy and privacy collection notice for NSW Tollway Ombudsman Limited.

This policy sets out how we collect, use, process, disclose and manage your personal information and the measures and processes we have put in place to ensure its adequate protection. It describes what kinds of personal information we collect, how that information is stored, the purposes for which it is collected and held, how you may access and correct that information, and how you may complain about any breach of the Australian Privacy Principles in relation to personal information held by us.

Terminology

In this policy:

• NTOL, we, us and our means NSW Tollway Ombudsman Limited; and
• the expressions you and your refer to each and every individual whose personal information we may handle from time to time.

What is personal information and why do we collect it?

Personal information is any information or an opinion about an identified individual, or an individual who is reasonably identifiable:

• whether the information or opinion is true or not; and
• whether the information or opinion is recorded in a material form or not.

Examples of personal information we collect includes, but is not limited to:

• your name;
• your address;
• your phone number;
• your email address;
• your vehicle registration number;
• your toll account number; and
• (if required) personal information held by your tolling business.

On occasion, we may collect sensitive information about you. However, we will only do this with your consent or otherwise in accordance with applicable laws.

You are not obliged to provide your personal information to us, but please note that if you choose to withhold any personal information requested by us, it may negatively impact our ability to progress and respond to your complaint.

We collect, hold, use and disclose your personal information for the sole purpose of investigating and dealing with complaints and enquiries relating to individuals’ use of tollways or toll roads, tolling services or products on a specific occasion or occasions in New South Wales. This includes if information is required or authorised to be collected by or under an Australian law or a court/tribunal order.

Disclosure of personal information

To the extent permitted by the Privacy Act 1988 (Cth) and any other applicable privacy laws, your personal information may be disclosed in a number of circumstances including the following:

• to third parties where you consent to the use or disclosure; and
• where required or authorised by law.

Security of personal information

We will take steps as are reasonable in the circumstances to protect the personal information we hold from misuse or loss and from unauthorised access, modification or disclosure.

We will also take steps as are reasonable in the circumstances to destroy or de-identify personal information once we no longer need it for the purpose(s) for which the information may be used, disclosed or retained under the Privacy Act.

We cannot guarantee the security of any information that is transmitted to or by us over the internet, unless using transmission and data encryption and associated connection or user authentication methods that we specifically provide and control. The transmission and exchange of information is carried out at your own risk. Although we strive to protect such information, we do not warrant the security of any information that you transmit to us over the internet and you do so at your own risk.

Personal information we collect from you will not be disclosed or stored outside of Australia.

Access to your personal information

You have the right to access the personal information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access, update and/or correct your personal information, please contact us in writing using the contact details provided below.

We will not charge any fee for your access request, but we may require you to meet our reasonable costs for actually providing you with access to your personal information.

In order to protect your personal information, we may require identification from you before releasing the requested information.

Maintaining the quality of your personal information

It is important to us that your personal information is up to date. We will take reasonable steps to ensure that your personal information is accurate, complete and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practical so we can update our records and ensure we can continue to provide quality services to you.

Policy updates

This policy may change from time to time in order to maintain our compliance with applicable laws and regulations, or following an update to our internal practices. We do this by updating this policy on our website at [insert URL]. You may obtain a copy of our current policy from our website or by contacting us via the details below.

You may not be directly notified of such a change, so please ensure that you regularly check this policy so that you are fully aware of any changes or updates.

Privacy complaints and enquiries

If you have any enquiries or complaints about this policy or the way in which your personal information has been handled, or if you have a privacy complaint, please contact us at [email protected]

We will use reasonable efforts to deal promptly with complaints and enquiries directed to us and, in any event, will acknowledge your privacy complaint within 30 days.

If you are not satisfied with the outcome of a complaint or enquiry process, you may with to contact the Office of the Australian Information Commissioner by:

• visiting www.oaic.gov.au;
• forwarding an email to [email protected];
• telephoning 1300 363 992; or
• writing to the OAIC at GPO Box 5218, Sydney NSW 2001.