Privacy Policy

At FreightWise Services Pty Ltd, trading as FreightSafe, we value your privacy and understand the importance of keeping your personal information secure. We follow the Australian Privacy Principles (APPs) as outlined in the Privacy Act 1988 (Cth) and are dedicated to fulfilling our obligations under this Act.

This Privacy Policy explains how and why we collect, use, hold and disclose your personal information. It also explains how you can access and correct your personal information, and how to make a complaint if you are not satisfied with the way we have dealt with your personal information.

In this privacy policy, “FreightSafe”, “we”, “us” and “our” means FreightWise Services Pty Ltd ABN 88 101 566 465.

 

What is personal information?

FreightSafe considers “Personal Information” to mean any information or opinion about an identified individual or an individual who is reasonably identifiable from that information or opinion.

If the information does not disclose your identity or enable your identity to be ascertained, it will in most cases not be classified as “Personal Information” and will not be subject to this privacy policy.

 

Who is covered by this privacy policy?

For purposes of this Privacy Policy, the term “you” or “your” refers to:

  • Business contactssuch as; experts instructed in relation to claims, service providers, suppliers, professional advisors, visitors to our offices, government officials and authorities.
  • Customers, such as; Clients whom we service, and any other customers or claimants utilising our Claims Management services.
  • Userswho submit personal data via our sites or interact with our services, including businesses accessing our client portal or claimants accessing our online claim form.
  • Other Individuals, who interact with us, our site or services, such as visitors who browse our site or access our online claim form.

 

What personal information do we collect?

The types of personal information we may collect about you include your name, contact details including email address, mailing address, street address and telephone numbers, bank account details (where necessary to facilitate claim payments), details of goods under claim, information you provide to us through customer surveys, information about your browser session, access and use of our site, including through the use of internet cookies, and any other personal information requested by us and/or provided by you or a third party. This information may include associated meta data, possibly including geolocation data. It may include information about your use of our services, information needed to investigate related claims, details of enquiries or complaints you make.

 

How we collect your personal information

We collect information about you from your interactions with us, for example when you use our online claim forms to submit a claim. We may also collect information about you from third parties in some circumstances, including other people who may have relevant information about a consignment under claim, and an insurance policy you have in relation to the claim.

We also collect cookies from your computer which enable us to tell when you use our online tools or website and to help customise your website experience. They help websites remember information about your visit, like your country, language and other settings. They can also help make your next visit easier. In some cases cookies may identify users. You can adjust your browser settings to be notified when you receive a cookie and decide if you want to accept it. Please note that if you choose to disable some categories of cookies that we use, you may experience reduced functionality or be prevented from using our website altogether. To learn more on how to disable cookies on your browser, please consult your browser “help” section or go to aboutcookies.org.

We may also use third-party tracking pixels to collect information about your interactions with our website, client portal and online communications, such as the pages you visit, the links you select, and whether you have opened or interacted with an email. We may use this information to measure the effectiveness of our website, portal, emails and communications, and to understand how users engage with our services.

 

Purpose of collection

The purpose for which we collect, hold and use your personal information is to:

  • handle any claims you may make;
  • contact and communicate with you;
  • to investigate and process claims lodged;
  • contact you in response to a query or complaint, or if we need to tell you something important, comply with our legal obligations, or assist government and law enforcement agencies or regulators;
  • report to our referral or distribution partners.
  • prevent and detect fraud or misuse of our services;
  • provide customer support.

Some of our claims handling, decision making and fraud detection activities may be substantially undertaken by automated computer programs and artificial intelligence tools. Where we use these tools, they are used to provide recommendations to our staff, who remain responsible for decisions that affect you.

 

How do we store and hold personal information?

We generally store and hold information about you electronically in computer systems. We try to keep physical copies of information to a minimum, although we do keep some paper files that may contain personal information and these files are archived and stored securely by external Australian storage providers.

We implement and maintain processes and security measures to protect the personal information which we hold from misuse, interference or loss, and from unauthorised access, modification or disclosure. These processes and systems include maintaining:

  • physical security over our premises and physical records using industry standard security measures;
  • computer and network security, for example through firewalls, user identifiers and passwords.

When we no longer need your personal information for permitted reasons we will take reasonable steps to destroy or de-identify it.

By proceeding to utilise our services and products you consent and agree that FreightSafe reserves the right to retain your personal information for a ten (10) year retention period to comply with its regulatory or contractual obligations. Where permitted by law, individuals may request de-identification of their personal information. However, we may be required to retain identifiable information under legal obligations, such as AML/CTF laws, before de-identification can occur.

 

Who do we disclose your personal information to and why?

Your personal information is not sold, traded, or rented out, rather it is used and disclosed in the course of our business operations. We disclose or transfer your information to:

  • our representatives, agents or contractors who provide services to us or on our behalf, including our legal, accounting and other professional advisors;
  • insurers, insurance intermediaries, underwriting agents and reinsurers;
  • our related companies;
  • anyone our business clients have appointed to assist in claims, including but not limited to, lawyers, service providers, suppliers and professional advisors;
  • financial institutions or service providers with an interest in any goods or property claimed; and
  • any other person authorised by you.

Your personal information may also be exposed from time to time to maintenance and support personnel acting in the normal course of their duties.

By using our website, you consent to the receipt of direct marketing material. We’ll only use your personal information if we’ve collected it directly from you and it’s something you’d expect to receive from us. We do not use sensitive information for direct marketing and will always provide an opt-out option to you.

If the ownership or control of all or part of FreightSafe changes, we may transfer your personal information to the new owner.

 

Access to and correction of personal information

You may obtain access to the personal information we hold about you and request to correct inaccurate personal information subject to certain exceptions. If you would like to obtain such access, please contact us as set out below. There are some circumstances in which we are not required to give you access to your personal information. In these cases, we will advise you as soon as possible and give reasons for our refusal.

There is no charge for requesting access to your personal information, but we may require you to meet our reasonable costs in providing you with access (such as costs for time spent on collating large amounts of material).

We will respond to your request for access or correction within a reasonable time.

 

Complaints procedure

If you have a complaint concerning how we maintain the privacy of your personal information, please contact us as set out below. All complaints will be considered by the Privacy Manager, and we may seek further information from you to clarify your concerns. We will consider your complaint through our internal complaints resolution process and endeavour to respond with a final decision within 30 calendar days of you first making the complaint if all necessary information has been provided. If we agree that your complaint is well-founded, we will, in consultation with you, take appropriate steps to rectify the problem. If you remain dissatisfied with the outcome, you can approach an independent advisor or may refer the matter to the Office of the Australian Information Commissioner (www.oaic.gov.au) for guidance on possible alternative courses of action.

 

Disclosure of personal information to overseas recipients

We may disclose your personal information to our related companies and to third parties who provide services to us or on our behalf, some of whom are located overseas. Australia is the primary data-residency country for the information we collect. However, we have related companies and service providers located overseas, currently including Sri Lanka and Hong Kong. Our overseas providers may change from time to time, and we may need to disclose personal information to other countries not listed here.

If your personal information is transferred to an overseas jurisdiction, we will take reasonable steps to secure a contractual commitment from the recipient to handle your information in accordance with the Australian Privacy Principles and relevant Australian laws.

 

Changes to privacy policy

This policy was last updated in October 2026. We may change this privacy policy from time to time. You can obtain a copy of our current privacy policy from our website or by contacting us using the details below.

 

How to contact us about privacy

If you have any queries, or if you seek access to your personal information, or if you have a complaint about our privacy practices, you can contact us via: [email protected].