Legal
This Privacy Policy applies to:
Midcoast Transport Services Pty Ltd (ABN 47 693 585 643), trading as Midcoast Taxis ("Midcoast Taxis", "we", "us" or "our"), respects your privacy and is committed to protecting the personal information of our customers, passengers, drivers, account holders and website and app users.
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, hold, use, disclose and protect personal information in connection with our taxi booking, dispatch, call centre, website and mobile application services.
Personal information generally means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether or not the information is true and whether or not it is recorded in a material form.
Identity and contact information
Booking and journey information
Location information
When you use one of our mobile applications, or travel in a vehicle dispatched through our booking system, location information may be processed, including your device's GPS location when you request a taxi, the pickup location you select, the location of the vehicle allocated to your booking, and GPS information associated with the progress of your journey.
Location information assists us and our service providers to allocate taxis efficiently, provide booking information, improve passenger safety and respond to incidents or emergencies.
Payment information
We may process information relating to payments, including credit or debit card payments, EFTPOS payments, in-app payments, Cabcharge information, and corporate or account billing information. Midcoast Taxis does not intentionally store complete payment card details where those details are processed by an external payment provider.
Telephone calls and communications
Telephone calls made to our booking and call centre services may be recorded for booking accuracy, staff training, quality assurance, passenger and driver safety, investigation of complaints or disputes, and emergency or duress response.
Device and technical information
When you use our websites or mobile applications, technical information may be collected including device type, browser type, operating system, app version, IP address, referring website, and pages accessed.
You may choose to provide sensitive information — for example, advising us that you require a wheelchair-accessible taxi, have mobility requirements, need assistance entering or leaving a vehicle, or have another health or disability-related requirement relevant to your booking. We will only collect sensitive information where reasonably necessary for providing the service and where you have provided the information or authorised its collection.
We may collect personal information when you telephone us to make a taxi booking, use the Midcoast Taxis App or Smart Hail App, make an online booking, visit one of our websites, travel in a taxi dispatched through our network, interact with our drivers or staff, communicate with us by telephone, email or SMS, provide feedback or make a complaint, or participate in a survey or promotion.
We may also receive information about you from another person or organisation — for example, a business booking a taxi on your behalf, a licensed club or hotel arranging courtesy transport, or a family member booking transport for you.
SmartMove provides the booking and dispatch technology used by Midcoast Taxis, including the Midcoast Taxis App and Smart Hail App. SmartMove may process booking requests, passenger contact information, pickup and destination details, GPS and location information, vehicle and driver allocation, journey information, and in-app payment information. Further information: smartmovesystems.com.au
CTCC provides telephone booking and dispatch services for Midcoast Taxis. When you contact our telephone booking service, CTCC may collect your name, telephone number, pickup location, destination, and other information required to assist with your booking. Calls may be recorded for safety and quality purposes. Further information: ctcc.com.au
Midcoast Taxis may use personal information to receive and manage taxi bookings, allocate and dispatch vehicles, complete passenger journeys, contact you regarding your booking, process payments and maintain billing records, manage corporate and account customers, respond to enquiries and complaints, investigate incidents or disputes, protect the safety of passengers and drivers, respond to emergencies and duress events, meet regulatory and legal requirements, prevent fraudulent use of our services, and improve our booking, dispatch, website and app services.
Where an organisation (such as a club, hotel, or corporate customer) is paying for or arranging your taxi journey, we may provide that organisation with information reasonably necessary to administer or verify the transport service. This may include your name, pickup location, destination, date and time of the journey, and fare information. We do not disclose more personal information than is reasonably necessary.
We may disclose personal information where reasonably necessary to our employees and authorised personnel, the driver allocated to your booking, SmartMove Systems Pty Ltd, Country Taxi Call Centre, payment processors, IT and cloud service providers, insurers, professional advisers, Transport for NSW, the Point to Point Transport Commissioner, police and other law enforcement agencies, emergency services, or another organisation where disclosure is required or authorised by law.
Some technology or cloud service providers used by Midcoast Taxis or our service providers may store or process information using infrastructure located outside Australia, including countries such as New Zealand and the United States. We take reasonable steps to ensure it is handled consistently with applicable Australian privacy requirements.
If Midcoast Taxis or Midcoast Transport Services Pty Ltd undergoes a merger, restructure, sale or transfer of business assets, information held by the business may form part of that transaction. Any transfer of personal information will be undertaken only where permitted by law.
Midcoast Taxis takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. No internet or computer system can be guaranteed completely secure. While we take reasonable precautions, information transmitted electronically is transmitted at the user's own risk.
We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to provide our services, maintain records, investigate complaints or incidents, meet insurance requirements, and comply with legal and regulatory obligations. When information is no longer required we will take reasonable steps to destroy or de-identify it.
You may request access to personal information that Midcoast Taxis holds about you, or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading. We may need to verify your identity before providing access or making changes. A reasonable administrative fee may apply in some cases. Requests can be made using the contact details in section 20 below.
If you have a concern or complaint about the way Midcoast Taxis has collected, used, stored or disclosed your personal information, please contact us. We take privacy complaints seriously and will endeavour to acknowledge and respond within a reasonable period.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
When you visit one of our websites, technical information may be automatically collected including browser type, operating system, referring website, IP address, pages viewed, date and time of access, and information relating to how the website is used. This information may be used for website security, troubleshooting, performance analysis and service improvement.
Our websites may use cookies and similar technologies to provide website functionality, understand website traffic, analyse performance, and improve the customer experience. Third-party services such as Google Analytics or Google Ads may also use cookies where enabled. You can normally configure your browser to refuse or delete cookies, however disabling cookies may affect some website functionality.
The Midcoast Taxis App and Smart Hail App, provided by SmartMove Systems Pty Ltd, may request access to certain device functions including:
You can control app permissions through your mobile device settings. Disabling certain permissions may prevent some app features from operating correctly.
Our websites or apps may contain links to websites or services operated by other organisations. We are not responsible for the privacy practices or content of third-party websites. We encourage customers to review the privacy policies of SmartMove Systems Pty Ltd and Country Taxi Call Centre.
We may update this Privacy Policy from time to time to reflect changes to our services, technology, service providers, or legal and regulatory requirements. The current version will be published on our website and will take effect from the date shown at the beginning of the policy.
For privacy questions, requests to access or correct your information, or privacy complaints:
📧 Email: privacy@mctaxis.com.au
📮 Post: 25 Acacia Road, Port Macquarie NSW 2446
📞 Phone: 02 6585 2100
When calling, please provide your contact details to the operator and ask for a callback from Midcoast Taxis management regarding your privacy enquiry.