Privacy policy

1. Our Commitment to Privacy

Eways Logistics Pty Ltd (ABN 45 612 890 123) ("Eways", "we", "us", or "our") recognizes the importance of protecting individual privacy. This policy explains how we collect, hold, use, and disclose personal information in compliance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs).

2. Personal Information We Collect

Depending on whether you are a sender, recipient, or business account holder, we may collect:

• Contact Details: Full name, business/company name, email address, telephone number, and mobile number.
• Address & Location Information: Physical pickup and delivery addresses, building types, access codes, delivery gate instructions, and GPS coordinates upon driver scanning.
• Consignment Data: Package contents description, declared value, weight, dimensions, and insurance election.
• Billing & Transaction Details: Invoicing address, payment method tokens (we do not store raw credit card numbers), transaction history, and credit assessment info for business accounts.
• Proof of Delivery (POD): Digital recipient signatures, name of person signing, photographic proof of unattended delivery (ATL), and delivery timestamps.

3. How We Collect Personal Information

We collect information directly when you:

• Request a quote or book a courier consignment on our website.
• Create or log into a Guest or Business customer account.
• Contact our customer support desk via phone, email, or contact form.
• Are named as the recipient on a consignment sent by another customer.
• Interact with our automated tracking updates or provide delivery feedback.

4. Why We Collect & How We Use Data

We use your personal information for primary purposes including:

• Calculating accurate freight quotes and routing pickups and deliveries across our carrier network.
• Dispatching transport drivers and providing real-time tracking milestones via SMS and email.
• Capturing proof of delivery and resolving transit exceptions or insurance claims.
• Processing payments, issuing tax invoices, and managing business credit accounts.
• Complying with aviation security, dangerous goods declarations, and taxation laws.

5. Disclosure to Third Parties & Carrier Partners

To deliver your freight, we disclose necessary details (recipient name, address, phone number, parcel info) to:

• Contracted courier drivers, linehaul freight operators, and air cargo handlers.
• Accredited third-party carrier partners in our national logistics network.
• Payment processors and banks for secure card and direct debit processing.
• Transit insurance underwriters and claims adjusters in the event of loss or damage.
• Government regulatory bodies (e.g. Australian Border Force, CASA, police) where required by law.

6. Cross-Border Data Disclosure

Our core data storage and databases are securely hosted in Australian data centers (Sydney and Melbourne). Where third-party cloud infrastructure (such as transactional email providers or customer support tools) utilizes international servers, we take reasonable steps to ensure equivalent privacy standards under APP 8.

7. Data Storage, Security & Retention

We implement robust physical, administrative, and technological security controls, including TLS 1.3 encryption for all data in transit, AES-256 encryption at rest, role-based access restrictions, and regular vulnerability audits. Financial and consignment tax records are retained for a minimum of 7 years in compliance with Australian taxation laws.

8. Cookies & Website Analytics

Our website uses functional cookies to maintain your login session, remember saved addresses during checkout, and analyze aggregated traffic performance. You may disable cookies in your web browser settings, though certain features (like persistent quotes and dashboard sessions) may be impaired.

9. Accessing & Correcting Your Data

Under APPs 12 and 13, you have the right to request access to personal information we hold about you and to request corrections if it is inaccurate, out of date, or incomplete. Account holders can update their contact details and saved addresses directly in their Dashboard profile at any time.

10. Privacy Complaints & OAIC Contact

If you have concerns about how we have handled your personal information, please submit a written complaint to our Privacy Officer:

We aim to respond to complaints within 30 days. If you are not satisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.