Privacy Policy - Mobility Rentals and Sales

Originally effective: 1 August 2023
Last updated: 1 October 2026

Mobility Rentals and Sales (ABN 52 668 405 552) (Mobility Rentals and Sales, we, us or our) respects your privacy and is committed to handling personal information responsibly, transparently and securely.

This Privacy Policy explains how we collect, hold, use, disclose and otherwise process personal information when you:

enquire about, purchase or hire products from us;
request delivery, collection, installation, servicing, repairs or other services;
visit our website or interact with our online services;
communicate with us by telephone, email, SMS, web chat, social media or another channel;
interact with our staff in person;
receive quotes, invoices, contracts, service agreements or other electronic communications from us;
are referred to us by another person or organisation;
interact with our marketing or advertising;
visit our premises; or
otherwise deal with Mobility Rentals and Sales.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where they apply to us.

This Policy should be read together with any specific privacy collection notice, recording notice, consent, service agreement, hire agreement, website terms or other terms that apply to a particular interaction.

1. What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Personal information may include written information, electronic records, photographs, video footage, audio recordings, call recordings, correspondence, transaction records, online identifiers and information generated or inferred from interactions with us.

Some personal information may also be sensitive information, including health information or information about a person’s disability.

2. Information we may collect

The information we collect depends on how you interact with us and the products or services involved.

2.1 Identity and contact information

We may collect:

name;
date of birth where reasonably required;
residential, delivery and billing addresses;
email address;
telephone numbers;
contact preferences;
emergency contact details where relevant;
details of an authorised representative, nominee, carer, family member or other contact person;
organisation, employer or professional details where you are dealing with us in a professional capacity; and
information required to verify your identity or authority to act for another person.

2.2 Hire, purchase and transaction information

We may collect information about:

products you enquire about, hire, trial or purchase;
quotes, orders, invoices and payments;
hire commencement and return dates;
equipment serial numbers and asset identifiers;
delivery, installation and collection arrangements;
service calls, repairs and maintenance;
warranty claims;
equipment condition;
photographs and records of equipment before, during or after supply;
damage, loss, cleaning or repair issues;
refunds, cancellations and disputes;
outstanding accounts and debt recovery;
previous interactions and transaction history; and
other information reasonably required to administer our relationship with you.

2.3 Payment and financial information

We may collect or process:

payment method;
billing information;
transaction details;
payment status;
payment tokens or references issued by payment processors;
information associated with failed or disputed payments;
chargebacks;
refunds;
direct debit authorities where applicable; and
information reasonably required for credit management, fraud prevention or debt recovery.

Card payments may be processed using third-party payment providers. Where tokenised payment systems are used, we may retain a payment token or reference rather than your complete card number.

We do not intentionally retain complete card security codes after a transaction has been processed.

2.4 Health, disability and other sensitive information

Because we provide mobility and assistive technology products, information relevant to a person’s health, disability or functional needs may sometimes be necessary.

This may include:

information about a disability, injury, illness or health condition;
mobility or functional limitations;
height, weight or other measurements required for equipment selection or configuration;
accessibility requirements;
information relevant to the safe supply, delivery, installation or use of equipment;
information contained in referrals, prescriptions, assessments or recommendations provided to us;
information supplied by an occupational therapist, physiotherapist, support coordinator, hospital, health service, support provider, family member or carer; and
health or disability information that you voluntarily provide during an enquiry or interaction with us.

We may also become aware of health or disability information because it can reasonably be inferred from the products or services requested.

We only seek to collect sensitive information where it is reasonably required for our functions or activities or otherwise permitted by law. Where consent is required by law, we will seek that consent.

2.5 NDIS and funding information

Where relevant, we may collect:

NDIS participant number;
funding management type;
plan manager details;
support coordinator details;
nominee or representative information;
service agreement information;
funding approval or purchase order information;
claim or payment information; and
correspondence relating to funding for products or services.

Government-related identifiers are only used or disclosed where reasonably necessary and permitted by law.

2.6 Delivery, collection and service information

When we attend a home, workplace, hospital, accommodation provider, care facility or other location, we may collect:

delivery or service address;
access instructions;
parking information;
contact details for people at the location;
delivery, arrival and departure times;
proof of delivery or collection;
electronic signatures;
photographs of equipment;
photographs relevant to installation, damage, access or equipment condition;
service technician observations and notes;
equipment diagnostic information;
records of work performed;
information about the physical environment where reasonably relevant to installation, equipment use, damage, safety or a dispute; and
location and timestamp information associated with service, delivery or collection records.

We may also maintain records showing when an item was delivered, installed, serviced, inspected, repaired or collected and the condition of the item at that time.

3. Audio, video and photographic recordings

Interactions with Mobility Rentals and Sales may be recorded where reasonably necessary for safety, service verification, evidence, quality assurance, dispute management or other legitimate business purposes.

Recordings may constitute personal information.

3.1 Body-worn camera recordings

Our delivery drivers, technicians or other personnel may use body-worn cameras during activities including:

deliveries;
equipment installation;
collections;
service calls;
repairs;
inspections;
equipment demonstrations;
assessment of reported faults or damage;
attendance at customer premises;
disputed or potentially contentious interactions; and
circumstances involving staff safety or protection of property.

Depending on the circumstances, body-worn recordings may capture:

images and voices of customers, carers, family members or other people present;
conversations with our staff;
equipment and its condition;
the immediate area surrounding equipment;
installation conditions;
access pathways;
relevant features of a property;
service or repair activities;
statements or instructions given during an attendance; and
information relevant to an incident, complaint, dispute, damage claim or safety concern.

Because services may occur within a person’s home, recordings could incidentally reveal personal or sensitive information.

We take reasonable steps to minimise unnecessary recording and unnecessary collection of information.

Our personnel should not intentionally record areas where a person would ordinarily have a heightened expectation of privacy, such as a bathroom or changing area, unless recording is lawful, genuinely necessary in the particular circumstances and appropriate safeguards are in place.

Where practicable, customers or other relevant people will be informed that recording is occurring.

The person arranging an attendance should also inform other occupants, carers or representatives who are likely to be present that Mobility Rentals and Sales personnel may use recording equipment.

Body-worn camera footage may be used for:

documenting the condition or operation of equipment;
verifying the circumstances of a delivery, installation, service or collection;
documenting customer instructions or acknowledgements;
investigating equipment damage;
determining the cause of reported faults;
staff safety;
investigating incidents;
responding to complaints or disputes;
insurance purposes;
legal proceedings or obtaining legal advice;
protecting our lawful interests;
quality assurance; and
training where appropriate safeguards are applied.

Access to recordings is restricted to people who reasonably require access for their role or for one of the purposes described in this Policy.

Where recording forms part of a service or safety procedure and a person objects to recording, we will consider the circumstances and available alternatives. We may be unable to provide or continue some services where recording is reasonably required for safety or evidentiary purposes. Any applicable service charges or other consequences are governed by the relevant service or hire terms and applicable law.

3.2 Telephone recordings

Telephone calls to or from Mobility Rentals and Sales may be:

recorded;
monitored;
transcribed;
summarised; or
otherwise processed electronically.

Where practicable, callers will be notified that calls may be recorded.

Call recordings, transcripts and summaries may be used for:

maintaining an accurate record of conversations;
recording instructions;
customer service;
staff training and quality assurance;
investigating complaints or disputes;
verifying representations, agreements or authorisations;
fraud prevention;
protecting customers, staff and our business;
service improvement;
preparing file notes;
assisting with enquiries and follow-up actions;
legal or regulatory purposes; and
AI-assisted transcription, summarisation or information extraction as described below.

3.3 Photographs and other recordings

We may also take photographs, video or audio recordings where reasonably necessary to document:

equipment condition;
installation;
damage;
faults;
servicing;
repairs;
delivery or collection;
an incident;
customer instructions; or
other matters relevant to the services being provided.

We will not use identifiable customer recordings for public marketing or promotional purposes without an appropriate legal basis, such as consent.

4. Communications and interaction data

We may retain communications between you and Mobility Rentals and Sales, including:

emails;
SMS messages;
telephone calls and call recordings;
voicemail;
web chat;
contact forms;
social media communications;
correspondence;
electronic signatures;
file notes;
complaints;
enquiries;
customer service interactions;
documents provided by you or on your behalf; and
information generated as a result of those interactions.

We may combine information from different communication channels into a consolidated customer record so that our staff can understand the history and context of an enquiry or customer relationship.

5. Website and online information

When you access our website or other digital services, we may automatically collect information including:

IP address;
approximate geographic location derived from an IP address;
browser type;
operating system;
device type;
device identifiers;
referring website;
pages viewed;
links clicked;
searches performed;
products viewed;
cart activity;
time spent on pages;
date and time of visits;
interactions with website functionality;
form interactions;
session information;
advertising attribution information; and
other technical or usage information.

Some of this information may constitute personal information, particularly where it can be associated with an identifiable person, customer record, account or device.

6. Cookies, tracking pixels and similar technologies

We may use cookies, pixels, tags, scripts, local storage, analytics tools and similar technologies on our website and within digital communications.

These technologies may be operated by us or by third-party service providers.

They may be used to:

operate essential website functions;
remember settings or preferences;
maintain sessions;
understand how our website is used;
measure website performance;
identify technical issues;
measure advertising effectiveness;
attribute enquiries or sales to advertising campaigns;
understand customer journeys;
improve website content and usability;
provide relevant advertising;
prevent fraud or abuse; and
understand whether communications have been viewed or interacted with.

Information collected may include IP addresses, device and browser information, URLs visited, product interactions, timestamps, identifiers and advertising or campaign information.

Third-party tracking technologies may enable a provider to associate information from our website with information it already holds about a user.

We take reasonable steps to configure tracking technologies so that unnecessary personal information, and particularly sensitive information, is not intentionally transmitted to advertising or analytics providers.

Third-party technologies we use may change over time. Examples may include services provided by Google, Meta, HubSpot and other analytics, CRM, advertising or technology providers.

Where appropriate, we may provide cookie or tracking controls that allow users to manage certain non-essential technologies.

Disabling cookies or other technologies may affect the operation or functionality of parts of our website.

7. Email tracking and electronic document tracking

Emails and electronic documents sent by Mobility Rentals and Sales may contain technology that allows us to determine information such as:

whether an email appears to have been opened;
the date or time of an interaction;
whether a link was clicked;
which link was clicked;
whether an electronic quote, invoice, agreement or other document was opened;
whether a document was signed;
IP address;
browser or device information;
interaction with a payment request;
email delivery, bounce or failure information; and
other engagement information.

This information may be associated with your customer, contact or enquiry record.

We use this information to:

understand whether important correspondence has been received or accessed;
follow up enquiries;
administer quotes and transactions;
provide customer service;
measure communication effectiveness;
improve communications;
manage electronic signatures and payments;
maintain audit records; and
measure marketing activity.

Email tracking is not always accurate. For example, security software, image blocking, mail privacy features or automated systems may cause an email to appear opened or not opened regardless of whether a person actually viewed it.

We therefore do not necessarily treat email tracking data by itself as conclusive evidence that a particular person has personally read a communication.

8. Artificial intelligence and automated systems

Mobility Rentals and Sales may use artificial intelligence, machine learning, automated processing and similar technologies as part of our business systems.

Personal information may be processed using these systems where reasonably necessary for our operations.

AI-assisted functions may include:

transcribing telephone calls or other recorded interactions;
summarising communications;
extracting information from emails, forms or documents;
identifying names, contact information, product requirements or enquiry details;
classifying and routing enquiries;
linking communications to customer or enquiry records;
searching internal information;
retrieving relevant product information;
assisting staff to draft communications;
suggesting responses or next actions;
identifying outstanding customer enquiries;
analysing interaction history;
assisting with product matching;
identifying duplicate records;
analysing business trends;
identifying unusual activity or potential fraud;
generating internal summaries or insights;
assisting with administrative workflows; and
improving our systems and processes.

Information processed by AI systems may include:

information you provide to us;
communications with us;
call transcripts;
emails;
enquiry information;
order and hire information;
equipment information;
service records;
website interactions;
customer history; and
information generated or inferred from those records.

AI-generated information may itself constitute personal information where it relates to an identifiable individual.

We may use third-party AI and technology providers to perform these functions. Where appropriate, we use contractual, technical or account controls intended to limit how service providers use information supplied by us.

We configure AI services so information is not used by the provider to train publicly available or general-purpose AI models.

We do not sell personal information to AI providers.

AI systems can make errors. Information generated by AI may therefore be reviewed, corrected, supplemented or overridden by our staff.

At the date of this Policy, AI systems used by Mobility Rentals and Sales are primarily intended to assist staff and automate administrative processes.

Where we use automated systems to make, or directly contribute to making, decisions that could reasonably be expected to significantly affect an individual’s rights or interests, we will provide the information required by applicable privacy law about those processes.

9. How we collect personal information

We may collect information directly from you when you:

speak with us;
visit our showroom;
call us;
email us;
send an SMS;
use web chat;
complete a form;
create an account;
request a quote;
make a booking;
purchase or hire equipment;
make a payment;
sign a document;
request a delivery or collection;
request a service call;
participate in a trial or demonstration;
provide information to one of our staff; or
otherwise interact with us.

We may also collect personal information from another person or organisation where reasonably necessary or permitted by law.

Examples include:

family members;
carers;
guardians;
nominees;
attorneys;
support workers;
support coordinators;
occupational therapists;
physiotherapists;
hospitals;
health professionals;
disability support providers;
aged care providers;
NDIS plan managers;
the NDIA or other government organisations;
insurers;
suppliers and manufacturers;
accommodation providers;
referring organisations;
delivery or logistics providers;
payment processors;
fraud prevention providers;
debt collection providers;
publicly available sources; and
technology and analytics providers.

We may also collect information automatically through websites, applications, communication platforms and other digital systems.

10. Why we collect, use and disclose personal information

We may collect, hold, use and disclose personal information for purposes including:

Providing products and services

responding to enquiries;
preparing quotes;
processing orders;
supplying products;
administering hires;
managing reservations;
delivering and collecting equipment;
installation and setup;
providing demonstrations;
servicing and repairing equipment;
managing warranty claims;
arranging parts or repairs;
processing returns;
handling cancellations;
maintaining service histories; and
providing customer support.

Safety and service suitability

determining equipment specifications;
identifying relevant accessibility requirements;
assisting with safe delivery or installation;
identifying risks associated with equipment or premises;
documenting equipment condition;
investigating faults; and
protecting customers, staff and other people.

We are not a substitute for a treating health professional and do not use personal information to make clinical diagnoses.

Business administration

maintaining customer and transaction records;
account management;
billing;
processing payments;
reconciliation;
inventory management;
scheduling;
communications;
internal reporting;
audit trails;
staff training;
quality assurance;
business planning; and
improving our products, systems and processes.

Funding and third-party payment

communicating with NDIS plan managers;
communicating with authorised funding bodies;
processing approved funding arrangements;
providing documentation required for payment; and
confirming authority or funding information.

Security, evidence and dispute management

protecting staff and customers;
verifying events or instructions;
preventing or investigating fraud;
investigating damage or loss;
handling chargebacks;
responding to complaints;
debt recovery;
insurance matters;
managing legal disputes;
enforcing agreements;
protecting our legal rights; and
complying with legal or regulatory obligations.

Analytics and business improvement

We may analyse information to understand:

demand;
equipment utilisation;
product performance;
customer service performance;
common enquiries;
website performance;
sales and hire trends;
communication effectiveness; and
opportunities to improve our operations.

Where practical, aggregated or de-identified information may be used for these purposes.

11. Direct marketing

Where permitted by law, we may use contact details and other relevant information to communicate with you about:

products;
services;
promotions;
product updates;
events;
educational information; or
other matters we believe may be relevant to you.

Marketing communications will provide a method to unsubscribe where required.

You may ask us at any time to stop sending direct marketing communications.

Opting out of marketing does not prevent us from sending transactional or service communications necessary to administer an enquiry, order, hire, invoice, delivery, collection, service call, account or existing relationship.

We do not intentionally use sensitive health or disability information for targeted direct marketing unless permitted by law and, where required, appropriate consent has been obtained.

12. Who we may disclose personal information to

We may disclose personal information where reasonably necessary to:

our employees and authorised personnel;
contractors and service technicians;
related entities;
delivery and logistics providers;
product suppliers and manufacturers;
warranty providers;
payment processors and financial institutions;
NDIS plan managers;
the NDIA or other funding bodies;
support coordinators;
allied health professionals;
healthcare or disability service providers;
insurers;
professional advisers;
accountants;
auditors;
lawyers;
debt collection agencies;
fraud prevention providers;
IT support providers;
software providers;
telecommunications providers;
cloud hosting and data storage providers;
customer relationship management providers;
email and messaging providers;
electronic signature providers;
analytics providers;
advertising platforms;
AI and machine-learning service providers;
website hosting and security providers;
regulators;
courts and tribunals;
law enforcement agencies; and
other persons where required or authorised by law.

We may also disclose information to a person that you have authorised us to deal with.

Where information is shared with a supplier or manufacturer for technical support or a warranty matter, we seek to limit the information disclosed to what is reasonably necessary.

13. Overseas processing and disclosure

Some of the technology and service providers used by Mobility Rentals and Sales operate internationally or use infrastructure, personnel or subcontractors located outside Australia.

As a result, personal information may be stored, accessed or processed outside Australia.

Depending on the services being used, overseas locations may include the United States of America, Singapore, countries within the European Economic Area, and other jurisdictions in which our service providers or their subprocessors operate.

The location of cloud infrastructure and support personnel may change from time to time.

Where applicable, we take reasonable steps in relation to overseas handling of personal information consistent with Australian privacy requirements.

14. Storage and security

Personal information may be stored:

electronically within our business systems;
in cloud-based systems;
within email or communications platforms;
within customer relationship management systems;
within hire, sales, finance or payment systems;
within secure recording or evidence systems;
on controlled business devices; or
in physical records where necessary.

We use reasonable technical, organisational and physical safeguards appropriate to the nature of the information we hold.

Measures may include:

user authentication;
access controls;
role-based permissions;
encryption;
secure cloud services;
audit logging;
multifactor authentication where available;
system monitoring;
backups;
staff access restrictions;
security policies;
staff training;
secure disposal processes; and
review of third-party service providers.

No electronic transmission or storage system can be guaranteed to be completely secure. We therefore continually assess and manage information security risks.

15. How long we keep personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, for another permitted purpose, or to comply with legal, accounting, taxation, insurance, contractual or recordkeeping obligations.

Retention periods vary depending on the information.

For example, information may need to be retained while:

a hire remains active;
equipment remains under warranty;
an account remains outstanding;
a dispute, complaint, chargeback or insurance matter remains possible or unresolved;
a service record remains relevant to equipment history;
information is required for accounting or taxation purposes;
legal proceedings are anticipated or underway; or
we are otherwise required to retain it.

Routine recordings and evidence are not intended to be kept indefinitely.

Body-worn camera footage, call recordings, photographs and similar records may be retained for longer where they relate to:

an incident;
equipment damage;
a service issue;
an unresolved complaint;
an outstanding debt;
an insurance matter;
anticipated or actual legal proceedings;
a safety concern; or
another matter requiring the evidence to be preserved.

Where personal information is no longer reasonably required and no law or other permitted basis requires its retention, we will take reasonable steps to delete, destroy or de-identify it.

Backup systems may retain information for a limited additional period before routine deletion cycles are completed.

16. Data breaches

We maintain processes for identifying, investigating, containing and responding to suspected privacy or data security incidents.

If a data breach occurs, we will assess the circumstances and take appropriate remedial action.

Where the Notifiable Data Breaches scheme or another notification requirement applies, we will notify affected individuals and the relevant regulator where required by law.

17. Accuracy and correction

We take reasonable steps to ensure personal information we hold is accurate, complete, relevant and up to date for the purposes for which it is used.

You may ask us to correct personal information that you believe is inaccurate, incomplete, out of date, irrelevant or misleading.

We may need to verify your identity before making a correction.

18. Access to your personal information

You may request access to personal information we hold about you.

We may need to verify your identity before providing access.

In some circumstances, applicable law permits or requires us to refuse access to some information. For example, information may also contain another person’s personal information, be subject to legal privilege, relate to anticipated legal proceedings or fall within another applicable exception.

Where appropriate, we may provide access by:

supplying copies;
providing a summary;
allowing inspection;
providing a redacted copy; or
another reasonable method.

We will respond to access requests within a reasonable period.

19. Anonymity and pseudonyms

Where practicable, you may interact with us anonymously or using a pseudonym.

In many circumstances this will not be practical.

For example, we ordinarily need to know your identity when:

supplying or delivering products;
entering into a hire arrangement;
processing payment;
arranging collection;
providing services at a private address;
dealing with NDIS or other funding;
administering warranties;
providing account access; or
complying with legal obligations.

20. Children, young people and people represented by others

Some of our products and services are provided for children or young people.

Where appropriate, we may collect information about a child or young person from or with the involvement of:

a parent;
guardian;
nominee;
authorised representative;
treating professional;
support coordinator;
carer; or
another person authorised to act on their behalf.

We seek to limit collection to information reasonably required to provide the relevant product or service.

Where a person is unable to manage their own dealings with us, we may communicate with an appropriately authorised representative.

21. Information about other people

If you give us personal information about another person, you should ensure that you are authorised to provide it and, where appropriate, make that person aware that their information may be provided to Mobility Rentals and Sales.

This includes information about:

participants;
customers;
family members;
carers;
support workers;
authorised representatives; or
other people involved in an enquiry or service.

22. Social media and third-party websites

Our website, emails or other communications may contain links to third-party websites, social media platforms or external services.

Those services may collect and process information under their own privacy policies and practices.

Mobility Rentals and Sales is not responsible for the privacy practices of third-party websites or services that we do not control.

23. Privacy requests and complaints

If you have a question about this Policy, wish to request access or correction, or believe we have mishandled your personal information, please contact us.

We will consider privacy complaints and may request additional information where necessary to investigate the issue.

We aim to acknowledge and respond to privacy matters within a reasonable period.

If you are dissatisfied with our response and the Privacy Act applies to the matter, you may also be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC).

24. Changes to this Privacy Policy

Our systems, technology, products and legal obligations change over time.

We may update this Privacy Policy to reflect:

changes to our information-handling practices;
new technology;
new products or services;
changes to service providers;
changes to our recording or communications systems; or
legal or regulatory developments.

The current version will be published on our website and will show the date it was last updated.

Material changes may also be communicated by other reasonable means where appropriate.

25. Contact us

For privacy enquiries, access or correction requests, or complaints, contact:

Mobility Rentals and Sales
ABN 52 668 405 552
Email: wecare[@]mobilityrentals.com.au