Privacy Policy

01The personal information we collect

The personal information we collect depends on how you interact with us. It may include:

• Identity and contact details — name, email address, phone number, mailing address, and (where relevant to a sale) date of birth and driver's licence details.
• Enquiry and preference information — the vehicle model, build configuration or campervan/motorhome options you're interested in, trade-in vehicle details, budget range, and preferred contact method.
• Transaction information — vehicle order and build specifications, deposit and payment records, delivery and registration details, and warranty and after-sales service history.
• Finance referral information — where you ask us to refer you to a finance broker, the contact and enquiry details needed to make that introduction (see Section 10). We don't collect income, credit history or other financial details ourselves.
• Communications — records of calls, emails, SMS, live chat and messages you send us, including through contact and enquiry forms on the Website.
• Technical and usage information — IP address, device and browser type, pages viewed, referring website, and general location (city/region level), collected automatically through cookies and similar technologies (see Section 6).
• Marketing preferences — whether you have subscribed to or opted out of our email, SMS or social media marketing.

We do not intentionally collect sensitive information (such as health, racial or ethnic origin, or biometric information) through the Website, and we ask that you do not include sensitive information in enquiry forms or messages unless we have specifically requested it and explained why.

02How we collect personal information

We collect personal information directly from you when you:

• Submit an enquiry, brochure request, trade-in valuation request, test drive booking or contact form on the Website.
• Subscribe to our newsletter or marketing communications, or interact with our social media pages and advertising.
• Visit or call one of our dealerships, or speak with one of our team by phone or in person.
• Enter into a vehicle order, purchase or finance/insurance referral with us.
• Browse the Website, through cookies and analytics tools described in Section 6.

Where reasonable and practicable, we collect personal information directly from you. We may also collect personal information from third parties — for example, from our CRM platform (HubSpot), from Mercedes-Benz Vans Australia Pacific or other manufacturers/distributors in connection with vehicle orders and warranty claims, from a financier or insurance broker you've asked us to liaise with, or from publicly available sources such as vehicle registration and dealer-network databases.

03Why we collect, hold, use and disclose your information

We collect, hold, use and disclose personal information to:

• Respond to your enquiries and provide quotes, brochures and vehicle information.
• Process vehicle orders, builds, trade-ins, deliveries, registrations and payments.
• Facilitate finance and insurance referrals at your request.
• Provide after-sales support, warranty administration and service reminders.
• Manage our relationship with you, including customer service and complaint handling.
• Send you marketing communications about our vehicles, promotions and events (with an opt-out always available — see Section 4).
• Operate, understand and improve the Website and our advertising, including through analytics.
• Meet our legal, accounting, tax and regulatory obligations, including as a Second Stage Manufacturer where compliance and quality records apply.
• Detect, investigate and prevent fraud or unlawful activity, and protect our legal rights.

04Direct marketing

We may send you direct marketing communications about our vehicles, offers and events by email, SMS or, where you've agreed, phone or mail, in accordance with the Spam Act 2003 (Cth) and the Privacy Act. You can opt out at any time by:

• Using the "unsubscribe" link in any marketing email or SMS.
• Contacting us using the details in Section 14.

We will process opt-out requests promptly. Note that even if you opt out of marketing, we may still contact you with transactional or service-related communications (for example, about an order you've placed or a warranty matter).

05Disclosure of your personal information

We may disclose personal information to:

• Vehicle manufacturers and distributors (including Mercedes-Benz Vans Australia Pacific and Volkswagen) for order processing, warranty claims and compliance purposes.
• Financiers, insurers and finance/insurance brokers — where you've asked us to help arrange finance, we pass on your contact and enquiry details so the broker can follow up with you directly (see Section 10).
• Suppliers and contractors who help us operate our business, including HubSpot (our CRM and marketing platform), our website host, and other IT service providers.
• Our professional advisers, including accountants, lawyers and compliance consultants.
• Government and regulatory bodies where required by law (for example, state vehicle registration authorities).
• A prospective buyer or their advisers if we sell part or all of our business, subject to confidentiality obligations.

We do not sell your personal information to third parties for their own marketing purposes.

Some of the platforms we use to operate the Website, manage customer relationships and run our advertising are provided by companies based overseas (principally the United States), including Google (Google Ads, Google Analytics), Meta (Facebook/Instagram advertising), YouTube and HubSpot (our CRM and marketing platform). These providers may store or process personal information — including, for HubSpot, your contact and enquiry details, and for Google/Meta/YouTube, typically technical or usage data such as cookie identifiers — outside Australia. Where we disclose personal information to overseas recipients, we take reasonable steps to ensure those recipients handle it consistently with the Australian Privacy Principles, including relying on the recipient's own privacy and security commitments (for example, Google's, Meta's and HubSpot's published privacy policies and data processing terms).

06Cookies, analytics and online tracking

Like most commercial websites, rvsalesaus.com.au uses cookies and similar tracking technologies to operate the site, remember your preferences, and understand how visitors use it. We currently use:

• Google Analytics and Google Ads (including conversion tracking) — to measure Website traffic and the performance of our Google advertising.
• Meta Pixel — to measure and improve the performance of our Facebook and Instagram advertising.
• YouTube embedded video — which may set cookies when you play a video on the site.
• HubSpot — our CRM and marketing platform, which may use cookies and form-tracking to record enquiries you submit and, if you're subscribed to our communications, whether you've opened or clicked on marketing emails.

Most of this information is de-identified or only identifies you indirectly (for example, via a cookie ID or advertising identifier), unless you've also submitted an enquiry form, in which case it may be linked to your contact details for marketing and remarketing purposes (for example, showing you a Facebook or Google ad for a vehicle you viewed).

You can control or disable cookies through your browser settings, and opt out of personalised advertising directly through Google Ads Settings and Meta's ad preferences. Disabling cookies may affect how the Website functions.

07Data quality and security

We take reasonable steps to ensure the personal information we collect, use and disclose is accurate, complete and up to date, and to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include access controls, staff training, and secure storage of physical and electronic records with our IT and CRM providers.

No method of electronic storage or transmission is completely secure, and while we take reasonable steps to protect your information, we cannot guarantee absolute security. If we become aware of a data breach that is likely to result in serious harm, we will comply with our obligations under the Notifiable Data Breaches scheme, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

We retain personal information only for as long as we need it for the purposes described in this policy, or as required by law (including tax, consumer guarantee and vehicle compliance/warranty record-keeping obligations), after which it is securely destroyed or de-identified.

08Access to and correction of your personal information

You may request access to the personal information we hold about you, and ask us to correct it if it's inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, contact us using the details in Section 14. We will respond within a reasonable time (typically 30 days), and may need to verify your identity first. There is no charge for making a request; we may charge a reasonable fee for providing access, which we'll advise in advance. In some circumstances permitted by law we may decline a request, and if so, we'll explain why.

09Automated decision-making

We do not currently use automated decision-making that has a legal or similarly significant effect on you (for example, automatically approving or declining finance). Where a financier or broker we refer you to uses automated credit-scoring or decision-making, that is governed by their own privacy policy, which we encourage you to review. If this changes, we will update this policy to explain the kind of automated decisions involved and how they may affect you, in line with our obligations under the Privacy Act.

10Finance and credit-related information

We act purely as an introducer or referrer for vehicle finance: where you ask us to help arrange finance, we pass on your contact details and vehicle/enquiry information to a finance broker so they can contact you directly. We do not take finance applications ourselves, do not collect or hold credit-related information such as your income, expenses or credit history, and do not obtain credit reports.

Once we've made the introduction, the broker collects, uses, assesses and stores your information under their own privacy policy and, where applicable, their obligations under Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code. We encourage you to review the broker's privacy policy before providing them with further information.

11Children's privacy

The Website is intended for adults and is not directed at children. We do not knowingly collect personal information from anyone under 18. If you believe a child has provided us with personal information, please contact us and we will take reasonable steps to delete it.

12Complaints

If you have a concern about how we've handled your personal information, please contact us using the details in Section 14 with as much detail as possible. We will acknowledge your complaint promptly and aim to resolve it within 30 days.

If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992

13Changes to this policy

We may update this policy from time to time to reflect changes in our practices, our business (including new dealership locations or services) or the law. The current version will always be available on the Website, with the "last updated" date shown at the top. We encourage you to review it periodically.

14Contact us

For privacy questions, access and correction requests, or complaints, contact: