Privacy policy
Purpose
Home Trades Hub Australia (HTHA), a wholly owned subsidiary of RACV, is committed to providing relevant and customer focused solutions in the services we offer to our customers. To assist in reviewing and determining services offered we utilise information collected from our customers.
Protecting your privacy is important to HTHA. The following Policy will help you understand how HTHA collects, uses, discloses, holds and safeguards your personal information in accordance with the Australian Privacy Principles and the Privacy Act 1988 (Cth). This Privacy Policy applies to all subsidiaries and businesses of Home Trades Hub Australia, including Rapid Building Inspections, Club Home Response, RACV Trades, RACV Solar, RACV Commercial Energy, and Property Safe, collectively referred to in this Policy as ‘HTHA’.
The purpose of this Policy is to is to advise:
the types of information we collect;
how we use the information obtained;
who we disclose the information to;
security of personal information;
rights to access and collect information;
rights to complain of potential breaches to this Policy; and
how privacy breaches are reported and managed.
Responsibilities
HTHA remains responsible for providing and maintaining this Policy, ensuring:
the Policy complies to current and relevant legislation;
the Policy is maintained and reviewed on an annual basis;
the Policy is available to all customers;
employees having access to customer information will be made aware of the Policy; and
all employees handling information will be required to observe and follow the Policy requirements.
Scope
Within this Policy:
Section 1: Types of information collected by HTHA
Section 2: How HTHA collects your personal information
Section 3: How your personal information is used by HTHA
Section 4: Who we share your personal information with
Section 5: Use of offshore teams and data handling
Section 6: Access to and correction of your personal information
Section 7: Complaints and reporting of privacy breaches
Section 8: Policy updates and revision
Section 1: Types of information collected by HTHA
In dealing with HTHA you do not have to provide us with your personal information and whenever possible we will give you the option of dealing with us anonymously or by pseudonym.
If you elect not to provide personal information, or to provide information anonymously or under a pseudonym it may affect our ability to provide information on products and services offered.
Personal information that maybe collected and stored about you and individuals in your family (spouse, partner or children) may include:
identity information (name, gender, date of birth);
contact details (physical address, postal address, email address or phone number);
financial details (credit card details, bank account details - this information is used to process payments for goods, services or regular subscriptions);
identity verifiers such as drivers licence number;
property and energy usage information (including electricity and gas consumption, appliance details, and participation in energy services or programs);
trade and security needs for your property.
HTHA will only collect and store personal information that is needed for the purposes described in this Privacy Policy.
Section 2: How HTHA collects your personal information
The personal information we collect is obtained directly from you during our interactions. These interactions and methods of collecting information will include:
face to face meetings;
telephone discussions;
email enquiries and correspondence;
hardcopy forms and postal mail; or
website enquiries.
If we receive personal information where we have not specifically asked you for it, we will determine whether it is necessary for us to retain that personal information. Where you provide HTHA with information about another person, you must ensure that you have that person’s consent to provide their information, including telling them that you are disclosing their personal information to HTHA and where they can obtain a copy of this Policy.
Section 3: How your personal information is used by HTHA
Personal information you share with HTHA is generally collected, held and used for only for the primary purpose that it was supplied to us, including the reasons listed below:
To allow us to review and recommending products or services.
Process an application for products or services.
Delivery of products or services, including to complete an order or fulfill ongoing subscription services.
For purposes of monitoring services provided to you.
Processing payments for products and services you have authorised.
Reviewing and improving products or services HTHA offer to you.
Contacting you regarding enquiries or responding to complaints.
Communicating products and services, including updates to products or services you may already be using.
Quality assurance, training and satisfaction surveys regarding products or services supplied to you.
For purposes of satisfying our legal obligations.
We use your information to process your application and provide the products and services you have requested. To do this we may need to share your information within HTHA, its subsidiaries and partners to perform administrative functions such as providing services, receipting, billing and handling complaints. All HTHA businesses comply with this Privacy Policy.
Information that we collect, hold and store may be used for other purposes on occasions where:
you have given consent;
the purpose is reasonably expected for the purpose it was intended in delivering our products and services, including engaging of contractors used in delivering products and services;
for legal purposes where we are required to do so; or
we are legally allowed to do so.
Section 4: Who we share your personal information with
Unless we have told you otherwise at the time of collection or subsequently, or a legal exception applies, we will only disclose your personal information in relation to the particular purpose for which it was collected.
HTHA uses employees and partnered contractors in delivering our products and services. Where one of our partnered contractors is utilised to deliver our products or services, we will need to disclose information collected. The information disclosed will be limited to required information specific to the service or product being provided and where we are required to do this, reasonable measures will be taken to protect the privacy of the information we disclose.
In very limited circumstances, we may disclose your personal information to third parties overseas who provide services to us. Where we need to disclose information to entities located in countries outside Australia, we will take all reasonable steps to ensure that our contracts contain an obligation for these entities to comply with Australian privacy laws.
HTHA may also (as permitted or required by the Privacy Act) disclose personal identifying information if HTHA determines that disclosure of such information is required by law or reasonably necessary to protect the rights, property, or safety of HTHA, its users, or other persons or entities or otherwise allowed or required under the Privacy Act.
For the purposes of researching and delivering products, marketing purposes or customer surveys HTHA may share nonpersonal, aggregate, or summary information about you with our business partners or other third parties.
Section 5: Use of offshore teams and data handling
HTHA engages a dedicated team based in the Philippines to support the delivery of our products and services. These team members operate as an extension of our local workforce and are trained to meet HTHA’s operational and customer service standards
In order to enable this team to perform their duties, HTHA may transfer customer data to the Philippines. This data is limited to what is necessary for the specific service being provided. HTHA takes reasonable steps to ensure that:
All offshore data transfers are governed by contractual obligations requiring compliance with Australian privacy laws.
The data is stored securely and protected against unauthorised access.
Access to customer data is restricted to personnel with a legitimate business need.
The offshore team operates under the same privacy and confidentiality expectations as our Australian-based staff.
HTHA remains committed to protecting the privacy of our customers and ensuring that all personal information is handled in accordance with the Australian Privacy Principles and the Privacy Act.
Section 6: Access to and correction of your personal information
Access
For security purposes, when you contact us to request access to your personal information, you will need to provide us with enough information to enable us to verify your identity. We will generally provide you with access to your personal information that we have about you, but sometimes that will not be possible, in which case we will give you a written notice explaining why.
Depending on the nature of your request, we may ask you to complete a form and, in some cases, as permitted by law, we may charge you a service fee for providing this information. Where we charge a fee, this will be to cover costs such as postage or materials involved in providing you with access to your information. We will inform you of any relevant charges at the time of your request.
Correction
If you believe that any information we hold about you is inaccurate we ask that you contact us to let us know. You can email privacy@htha.com.au.
We will take reasonable steps to correct your information, but if we do not correct your personal information, we will give you a written explanation as to why.
Section 7: Complaints and reporting of privacy breaches
If you have a complaint or believe that HTHA has breached your privacy, or you have any questions in relation to this policy you can email us at privacy@htha.com.au or write to us at HTHA - 200 Browns Road, Noble Park North Vic 3174.
We will promptly acknowledge your complaint, investigate it and determine the steps required to resolve your complaint within a reasonable time. We will contact you if we require any further information and will provide you with our determination once it is made. If you are unhappy with our determination you can take the matter to The Office of the Australian Information Commissioner (OAIC). The Office of the Australian Information Commission can be contacted via:
Email: enquiries@oaic.gov.au
Telephone: 1300 363 992
Post: The Office of the Australian Information Commissioner GPO Box 5218, Sydney NSW 2001
Website: https://www.oaic.gov.au
Further information relating to privacy complaints can be located at The Office of the Australian Information Commissioner on:
https://www.oaic.gov.au/privacy/privacy-complaints
Policy Name: Privacy Policy
Version: 2
Policy Owner: CIO / Head of Customer, Product & Partnerships
Approved Date: 16 September 2025
Department: Technology / Customer, Product & Partnerships
Revision Date: 16 September 2025
Document Number: HTHA-PP-PO-2.0-0925