Privacy Policy

1. Introduction & Entity Details

PBX Auto Smash Repair (“we”, “us”, “our”) is committed to respecting and protecting the privacy of our customers, website visitors, vehicle owners, and commercial partners. This Privacy Policy governs our collection, use, disclosure, storage, and handling of personal information in accordance with the Privacy Act 1988 (Cth), including the 13 Australian Privacy Principles (APPs) and applicable Victorian motor vehicle repair regulations.

Business & Workshop Details:

• Business Name: PBX Auto Smash Repair
• ACN: 662 728 789
• Physical Workshop Address: 7 Grant Ct, Melton VIC 3337, Australia
• Direct Workshop Phone: 0414 374 339
• Website: https://www.pbxautosmashrepair.com.au

2. Our Australian Privacy Principles (APPs) Commitment

The Australian Privacy Principles set the benchmark for the handling of personal data. PBX Auto Smash Repair upholds these standards by:

• APP 1 (Open & Transparent Management): Maintaining this clear, up-to-date policy and responding promptly to privacy queries.
• APP 2 (Anonymity & Pseudonymity): Allowing general website browsing anonymously. However, providing verifiable vehicle details is required when requesting a damage quote or repair booking.
• APP 3 & 4 (Collection): Collecting only information reasonably necessary for assessing damage, ordering correct replacement parts, communicating repair status, and liaising with insurers.
• APP 6 (Use & Disclosure): Using your information solely for the primary purpose for which it was supplied, or directly related secondary purposes you would reasonably anticipate.
• APP 10 & 11 (Quality & Security): Safeguarding personal records and damage photos against misuse, interference, loss, unauthorized access, or disclosure.
• APP 12 & 13 (Access & Correction): Providing straightforward mechanisms for customers to view and update their contact and vehicle records.

3. Personal Information We Collect

To provide collision repair, paint refinishing, paintless dent removal, accident towing, and insurance claims processing, we may collect the following personal and vehicle information:

A. Contact Information

When you submit our Instant Damage Assessment / Quote Estimator, fill out our Contact Form, or reach out to us by phone or email, we collect:

• Your full name;
• Your telephone number (mobile and/or landline);
• Your email address;
• Your residential suburb and Victorian postcode.

B. Vehicle Identification Details

To accurately evaluate damage, access manufacturer technical specifications, and calculate genuine OEM parts pricing, we collect:

• Vehicle make, model, year, and series;
• Victorian Vehicle Registration Number (Registration / “Rego” Plate);
• Vehicle Identification Number (VIN), where provided or required for technical parts lookup;
• Odometer reading and vehicle colour code (during visual workshop check-in).

C. User-Uploaded Vehicle Damage Photographs

Our digital Quote Estimator allows you to upload photos of your vehicle damage directly from your smartphone, tablet, or desktop computer. We collect and process:

• Photographs showing dent, scratch, panel misalignment, or collision damage;
• Wider overview photos showing panel fitment and registration identification;
• Accompanying text descriptions detailing the circumstances of the impact (e.g., shopping centre ding, rear-end impact, hail storm exposure).

D. Insurance Claim Information

If you request our assistance with an insurance claim (including at-fault claims, third-party claims, or Victorian $0 excess not-at-fault recovery), we may collect:

• Your insurance company name and policy number;
• Lodged insurance claim number;
• At-fault driver details (name, phone, registration number, and insurer) in not-at-fault collision incidents.

4. How We Collect Your Information

We collect personal information directly from you through lawful and fair means, including:

• Submissions made through our website Quote Estimator and interactive digital damage assessment tool;
• Submissions made through our online Contact & Inquiry form;
• Direct phone conversations, SMS messages, and emails with our estimators and workshop managers;
• In-person consultations and vehicle check-ins at our workshop at 7 Grant Ct, Melton VIC 3337;
• Authorised insurance company assessment portals, loss assessors, or accident towing partners when you have nominated PBX Auto Smash Repair as your repairer of choice.

5. Purpose of Collection & Use of Personal Information

Strict Usage Guarantee: This data is used exclusively for providing repair estimates, customer communication, and insurance claim processing, and is never sold to third parties. PBX Auto Smash Repair never rents, monetizes, or trades your personal data, vehicle registration details, or damage photos under any circumstances.

Specifically, your information is used to:

• Prepare Accurate Estimates: Analyze damage photos and vehicle specifications to calculate realistic labor, structural realignment, panel beating, and spray painting costs;
• Customer Communication: Contact you via phone, SMS, or email with your completed quote, repair milestones, completion timeline updates, and collection notifications;
• Insurance Claim Processing: Compile photographic evidence, digital itemized quotes, and repair methodology reports for submission to your insurer or the at-fault third party’s insurer to expedite claim approval;
• Parts Sourcing: Match vehicle registration numbers with OEM suppliers and certified automotive parts distributors to ensure accurate fitment and manufacturer warranty compliance;
• Replacement & Loan Vehicles: Verify eligibility for courtesy loan cars or free replacement vehicles under Victorian not-at-fault accident recovery entitlements;
• Statutory Record Keeping: Comply with Victorian road safety, taxation (ATO), and consumer guarantee standards under the Australian Consumer Law.

6. Absolute Zero-Sale & Non-Disclosure Clause

We respect your privacy unconditionally. PBX Auto Smash Repair does not sell, license, rent, monetize, or trade your personal details, vehicle registration numbers, email addresses, phone numbers, or uploaded damage photos to any third-party marketing agencies, lead brokers, data aggregators, or external advertisers.

Your data is never utilized for unsolicited telemarketing or unrelated third-party commercial solicitations.

7. Disclosures to Authorised Third Parties

We only disclose your personal information to third parties where strictly necessary to carry out your requested repair service, with your consent, or as required by law. These third parties include:

• Insurers and Independent Loss Assessors: Liaising directly with RACV, AAMI, Allianz, Suncorp, QBE, Budget Direct, Youi, Shannon’s, and other Australian motor insurers to authorize repairs, negotiate supplemental damage assessments, and process claim settlements;
• Automotive Parts & Paint Suppliers: Disclosing vehicle make, model, year, and VIN/rego strictly to ensure genuine OEM panel and paint code accuracy;
• Accident Towing & Loan Car Partners: Providing vehicle location and customer contact details when you request roadside pickup, workshop towing, or replacement vehicle delivery;
• Statutory & Law Enforcement Authorities: Where disclosure is required or authorized by law, such as VicRoads, the Victorian Police, or court orders relating to stolen vehicle identification or serious road collisions.

8. Security, Storage & Retention of Damage Photos

PBX Auto Smash Repair takes active precautions to protect personal information against loss, unauthorized access, modification, or disclosure:

• 256-Bit SSL/TLS Encryption: All data transmitted through our website, including uploaded photos and contact forms, is encrypted in transit using industry-standard Transport Layer Security (TLS);
• Secure Digital Infrastructure: Digital records, customer estimates, and vehicle images are stored on protected servers with role-based access restrictions and multi-factor authentication;
• Physical Security: Our workshop at 7 Grant Ct, Melton maintains secure perimeter access and monitored security systems;
• Data Retention & Destruction: Information is retained for the duration of the repair and warranty cycle, as well as for mandatory taxation and statutory liability periods (typically 7 years for financial and repair warranty records). Once records are no longer required, digital files and damage photos are permanently deleted or de-identified.

9. Accessing & Correcting Your Personal Information

Under Australian Privacy Principles 12 and 13, you have the right to request access to any personal information we hold about you and to ask for updates or corrections if any details are inaccurate, incomplete, or out of date.

To request access or correction:

• Call our workshop directly on 0414 374 339;
• Visit our workshop in person at 7 Grant Ct, Melton VIC 3337 during business hours;
• Email our Privacy Officer at info@pbxautosmashrepair.com.au with your full name, vehicle registration number, and specific request.

We will verify your identity before releasing or updating records and will respond to access requests within 14 business days without charging any application fee.

10. Website Cookies & Digital Analytics

Our website (https://www.pbxautosmashrepair.com.au) uses standard technical cookies and server logging to ensure site stability, remember form progress, and analyze aggregate visitor traffic. These technical logs record:

• Internet Protocol (IP) address;
• Browser version, operating system, and screen resolution;
• Pages visited, time spent on site, and referral sources.

This information is aggregated and anonymous. It does not identify individual visitors. You may configure your web browser to reject cookies, though certain interactive features (such as quote estimator state persistence) may be affected.

11. Privacy Complaints & Regulatory Recourse

If you believe PBX Auto Smash Repair has breached your privacy rights under the Australian Privacy Principles or have concerns regarding how your damage photos or contact details have been handled, please contact our Privacy Officer immediately:

If you are not satisfied with our response or resolution, you have the right to lodge a formal complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5218, Sydney NSW 2001
• Email: enquiries@oaic.gov.au