Privacy Policy
This policy explains how Transrock Pty Ltd ABN 55 686 085 441 (Transrock, we, us) collects, holds, uses and discloses personal information, including credit information. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles and, for credit information, by Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code 2024. The section headed Credit information and credit reporting is our credit reporting policy.
This policy is at transrock.com.au/privacy-policy. If you would like a printed copy or another format, ask us. It is not part of our Terms of Trade.
1. What we collect
What we collect depends on how you deal with us.
From | Personal Information | |
Customers and enquirers | Name, phone, email, delivery and billing addresses, site details (access, hazards and the receiving area), photos of the site or load, order, payment and account history, and messages and call notes | |
Trade account applicants | Business details and, for sole traders, partners, proprietors, directors and trustees: full names, residential addresses and contact details. The accounts contact's name, email and mobile | |
People named on a trade account | Name, position and mobile of people who may order on the account, or who are not authorised to order | |
Guarantors and witnesses | Guarantors: name, residential address, date of birth, signature and credit information. Witnesses: name and signature | |
Trade reference contacts | Name, phone and email, and what the referee tells us about the applicant's payment history | |
People who order, receive or collect | Name and phone of the person who places each order and, for collections, the driver's name, vehicle registration and the vehicle details the driver gives us | |
People at a delivery site | Images of people, vehicles and property captured in video recorded by our truck cameras and in photos taken by our drivers | |
Website visitors | Information entered in our forms, and technical data such as IP address, device and browser, the website that referred you and pages visited, collected through cookies and analytics tools. You can manage cookies in your browser and in our website's cookie preferences | |
We do not ask for sensitive information, such as health information. Please do not send it to us.
2. How we collect it
Mostly from you: by phone, email, SMS, our website, at the counter or yard, and in quotations, orders and credit applications. We also collect information from:
- people acting for you, such as your site staff, driver, carrier or builder
- a trade account applicant, which gives us details of its directors, partners or proprietors, the people named on the account and its trade references
- trade references, about the applicant’s payment history
- public registers, such as the ABN and ASIC registers
- commercial credit reporting services
- with an individual’s consent, a credit reporting body, which gives us a consumer credit report about that individual (see Credit information and credit reporting below)
If you give us information about another person, you must tell them about this policy and, as applicable, the collection notice in our credit application or the privacy notice in our Terms of Trade. If you do not give us the information we ask for, we may not be able to quote, supply or deliver, or to assess a trade account application.
3. How we use it
- to quote, take orders, supply, deliver, invoice and collect payment
- to plan deliveries, confirm site access and tell you when a truck is coming
- to verify who places orders on an account and apply any ordering restrictions
- to assess, open and manage trade accounts and guarantees, and to recover amounts owing
- to register and manage our security interests on the Personal Property Securities Register
- to send statements and notices, including payment claims under security of payment legislation
- to answer questions, resolve disputes and meet our legal obligations, including tax, workplace health and safety and heavy vehicle law
- to keep our website secure and prevent spam and misuse
- to improve our service and, with your consent or where the law allows, to send you product and service information
You can opt out of marketing at any time by using the unsubscribe link in our emails, replying “unsubscribe” or contacting us.
4. Who we disclose it to
We disclose personal information only for the purposes above, or where the law requires or allows. Recipients include:
- carriers and quarries we use to supply or deliver your order
- payment providers that process card and other payments
- service providers who run our systems and support our business, including IT, hosting, software, bookkeeping, accounting, payroll and administrative support providers
- AI tool providers (see AI and automated tools below)
- trade references and commercial credit reporting services, when we assess and manage trade accounts
- credit reporting bodies (see Credit information and credit reporting below)
- our lawyers, accountants and auditors, and debt collectors
- the Personal Property Securities Register, which is a public register, when we register a security interest
- government bodies, courts and others where the law requires or allows
- a buyer of our business, which would use the information under this policy
We require service providers to use personal information only to provide their services to us, and to protect it.
5. Storage, security and retention
We hold personal information electronically in our business management, email, document and delivery dispatch systems, most of which are cloud services, and in some paper records, such as delivery dockets, at our operating locations. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure, including access controls, multi-factor authentication where available, and limiting access to staff and providers who need it.
Card payments are processed by our payment providers. We do not store card numbers. Card details given to us by phone are used only to process that payment and are securely destroyed once it is processed.
If you receive a message that claims to be from us and you doubt it, particularly one about payment or bank details, call us on (03) 9722 0920 before acting on it.
We keep records for as long as we need them for the purposes above and for tax and legal record-keeping periods, then destroy or de-identify them. If a data breach is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as the law requires.
6. AI and automated tools
We use AI tools to help our staff work faster, for example to draft quotes and emails, summarise enquiries and correspondence, find information in our records and check documents. These tools may process personal information held in our systems. A person at Transrock reviews AI output before it is used to make a decision about you or is sent to you. Some routine messages, such as automatic acknowledgements of an email or enquiry, are sent automatically from fixed templates and are not written by AI.
Decisions about trade credit. We use computer programs, including AI tools and automated rules in our business systems, to help assess trade account applications and review overdue accounts. The kinds of personal information used are names, contact and business details, ABN and ASIC details, trade reference responses, commercial credit information, and invoice and payment history. The kinds of decisions they help with are whether to approve a trade account, its credit limit, and whether to suspend credit or require payment before dispatch. A person at Transrock makes each of these decisions. No decision about trade credit is made solely by a computer program.
Limits. We limit the personal information we put into AI tools to what the task needs. We do not put consumer credit reports from credit reporting bodies, or information derived from them, into AI tools. Where the option is available, we choose AI providers whose terms do not allow them to use our data to train their models.
7. Overseas disclosure
We and our service providers may store or access personal information outside Australia. The countries are likely to include the Philippines, the United States and other countries where our providers operate. Those locations can change, and we do not always control where a provider’s systems store or process information. We take reasonable steps to ensure overseas providers protect it.
We do not disclose credit eligibility information (see below) to anyone outside Australia.
8. Photos and video
Our trucks are fitted with cameras that record video (not audio). Recordings may capture you, your site and your property during a delivery or collection. Our drivers may also photograph the site and the load. We use recordings and photos for safety, delivery records, and handling incidents, disputes and claims, and we keep recordings only for a limited period unless they are needed for one of those purposes. If you send us photos of a finished project or a testimonial, we will ask before using it in our marketing, and we will not publish your address or name unless you agree. Reviews you post publicly, such as Google reviews, may be shown on our website as published on that platform, including your reviewer name.
9. Credit information and credit reporting
This section is our credit reporting policy. It applies when we assess and manage trade accounts. We provide commercial credit, that is, trade accounts for business customers. We do not provide consumer credit.
Commercial credit information
To assess and manage a trade account, we collect information about the applicant’s business and the people behind it from trade references, public registers and commercial credit reporting services, such as company and ABN details, court and insolvency records, and business credit reports. We give trade references and commercial credit reporting services the identifying details needed to make an enquiry. We do not currently report how trade accounts are conducted to commercial credit reporting services.
Consumer credit reports
Where an applicant is an individual (a sole trader, partner or proprietor), or where a person gives a guarantee, we may, with that person’s written consent, obtain a consumer credit report about them from a credit reporting body. Consent is given in the trade account application or in the Director’s Guarantee.
What a report may contain. A consumer credit report may include:
- identification information, such as name, date of birth, addresses and employer
- consumer credit held, and credit applications and enquiries made about the person
- default information, payment information and new arrangement information
- court proceedings information and personal insolvency information
- publicly available information about credit worthiness
- serious credit infringements
- information the credit reporting body derives from these, such as a credit score
From the report and the information in the application, we may form our own assessment, such as a credit decision note or credit limit. The report and our assessment are called credit eligibility information.
How we hold it. We hold credit eligibility information electronically, in a restricted part of our business systems that only the staff who assess and manage trade accounts can access. We do not put it into AI tools, and we do not give it to anyone outside Australia, including overseas staff or support providers. We destroy or de-identify it when we no longer need it, unless the law requires us to keep it.
Why we use it. We use credit eligibility information only to:
- assess an application for a trade account
- assess whether to accept a person as a guarantor
- collect overdue amounts on a trade account and enforce a guarantee
- deal with access and correction requests and complaints, and meet our legal obligations
We do not use it for marketing. We disclose it only where Part IIIA of the Privacy Act allows, for example to our lawyers or a debt collector to recover an overdue amount, or where the law requires it.
What we tell credit reporting bodies. When we ask a credit reporting body for a report, it records that we made the request, that it relates to an application for commercial credit or a guarantee, and the amount of credit sought. It may include that request in reports it gives other credit providers. Because we provide commercial credit only, we do not give credit reporting bodies repayment history or default information about you.
The credit reporting bodies we may use are:
Credit reporting body | Website | |
Equifax | equifax.com.au | |
Experian | experian.com.au | |
Each credit reporting body has a policy on how it manages credit reporting information, available on its website. You can ask a credit reporting body not to use your credit reporting information to pre-screen you for direct marketing by credit providers, and not to use or disclose it if you believe on reasonable grounds that you have been, or are likely to be, a victim of fraud, including identity fraud. You can also get a free copy of your credit report from each credit reporting body every three months, and in other cases the law sets out.
Access. You can ask us for access to the credit eligibility information we hold about you by contacting our Privacy Officer. We will confirm your identity and respond within 30 days. We do not charge for access. Credit reporting bodies may hold more recent information, so we also recommend you request your credit report from them.
Correction. You can ask us to correct credit information or credit eligibility information about you that you believe is inaccurate, out of date, incomplete, irrelevant or misleading. We will deal with your request within 30 days, or a longer period you agree to in writing, consulting the credit reporting body or other credit provider concerned where needed. We will tell you our decision in writing within 5 business days of making it and, if we do not correct the information, why. If we do not hold the information, we will tell you who does where we can.
Complaints. If you think we have not complied with Part IIIA of the Privacy Act or the Privacy (Credit Reporting) Code, contact our Privacy Officer. We will acknowledge your complaint within 7 days, investigate it, consulting a credit reporting body or other credit provider where needed, and give you our decision in writing within 30 days or a longer period you agree to in writing. If we cannot resolve it in that time, we will tell you why and when we expect to, and seek your agreement to the longer period. We are not a member of a recognised external dispute resolution scheme, so if you are not satisfied you can complain to the OAIC.
10. Access and correction
You can ask to see or correct the other personal information we hold about you by contacting our Privacy Officer. We will confirm your identity and respond within 30 days. We do not charge for a request. If we refuse, we will tell you why and how to complain. Requests about credit eligibility information are dealt with as set out in Credit information and credit reporting above.
11. Complaints
If you have a privacy complaint, contact our Privacy Officer first. We acknowledge complaints within 7 days and aim to resolve them within 30 days. Complaints about credit information are dealt with as set out above. If you are not satisfied with our response, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.
12. Contact us
Privacy Officer, Transrock Pty Ltd, 5 Lower Homestead Road, Wonga Park VIC 3115. Phone (03) 9722 0920. Email [email protected].
13. Changes to this policy
We may update this policy. The current version is at transrock.com.au/privacy-policy. This is version 1.0, effective 19 October 2026.