Privacy Policy

We specialise in providing comfortable and reliable rides to people with disability

Roll and Ride Privacy Policy

Effective Date: October 15, 2025
Prepared for: Saarav Investments Pty Ltd Trading As Roll and Ride, Victoria, Australia
Purpose: To outline how Roll and Ride collects, uses, discloses, and protects personal information of customers, including those booking wheelchair-accessible Commercial Passenger Vehicle (CPV) services, ensuring compliance with the Privacy Act 1988 (Cth), Safe Transport Victoria regulations, and accessibility standards.

Privacy Policy

Saarav Investments Pty Ltd Trading As Roll and Ride (“Roll and Ride,” “we,” “us,” or “our”) is committed to protecting the privacy and security of your personal information. As a registered booking service provider (BSP) with Safe Transport Victoria (Registration Number: A348909), we provide wheelchair-accessible CPV services across Victoria, Australia. This Privacy Policy explains how we collect, use, disclose, and protect personal information from customers (“you” or “your”) using our website (www.rollandride.com.au) and related services, in accordance with the Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs). We do not operate a mobile app; all bookings and customer interactions are facilitated through our website.

1. What is Personal Information

1.1 Personal information is defined under section 6(1) of the Privacy Act 1988 (Cth) as “information or an opinion (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion.”

1.2 We collect personal information only when directly related to our activities as a BSP and necessary for providing safe, accessible CPV services, including wheelchair-accessible transport, and complying with Safe Transport Victoria regulations.

2. Information We Collect

We may collect the following types of personal information from customers:

2.1 Contact Information:

  • Name, email address, phone number, and postal address (for booking, communication, or billing purposes).

2.2 Booking and Payment Information:

  • Trip details (e.g., pickup/drop-off locations, dates, times, accessibility requirements).
  • Payment details (e.g., credit card or bank account information, Multi Purpose Taxi Program (MPTP) card details, NDIS plan details for eligible participants).
  • Billing information, including invoices sent to NDIS Plan Managers for eligible customers.

2.3 Accessibility and Support Information:

  • Details about disability or mobility needs (e.g., wheelchair/scooter requirements, assistance animal use) to ensure appropriate vehicle assignment.
  • NDIS participant or support coordinator details for direct invoicing (subject to eligibility).
  • MPTP card information for subsidized fares, including verification data.

2.4 Trip and Feedback Information:

  • Trip data (e.g., GPS coordinates, trip duration, driver details, fare calculations).
  • Feedback, ratings, or complaints submitted via our website, email (drivers@rollandride.com.au), phone (+61 468 844 099), or hotline (1300 12 05 05).

2.5 Device Information:

  • IP address, device type, operating system, browser type, and unique device identifiers when accessing our website.

2.6 Location Information:

  • Real-time GPS location data provided during trip bookings (e.g., for pickup/drop-off coordination, route optimization, ETA calculations), collected via third-party mapping services integrated with our website.
  • Historical location data, including trip routes and timestamps, for record-keeping, dispute resolution, and safety audits. Location data is collected only with your consent and when necessary for trip operations.

2.7 We collect personal information directly from you whenever possible, such as during booking, account creation, or when you contact us. If collected from third parties (e.g., Safe Transport Victoria for MPTP verification, NDIS Plan Managers for billing), we ensure compliance with the APPs.

3. How We Collect Information

3.1 Direct Collection:

  • Through the Roll and Ride website (www.rollandride.com.au) when you:
    • Create or update your customer account.
    • Book, modify, or cancel trips via the booking portal.
    • Submit feedback, complaints, or inquiries via the website, email (drivers@rollandride.com.au), phone (+61 468 844 099), or hotline (1300 12 05 05).
    • Provide accessibility or payment details (e.g., MPTP card, NDIS plan information).
  • Location data is collected in real-time via GPS integration with third-party mapping services (e.g., Google Maps API) when you enable location sharing during booking or active trips, with consent prompts displayed on the website.

3.2 Indirect Collection:

  • From Safe Transport Victoria for MPTP card verification or compliance purposes.
  • From NDIS Plan Managers for billing and eligibility confirmation.
  • From drivers/contractors for trip data, feedback, or incident reports, per the Trip Record-Keeping Policy.
  • From mapping services (e.g., Google Maps API) for route data integrated into the website.

3.3 Website Usage:

  • When you access our website (www.rollandride.com.au) without submitting personal information, we do not collect identifiable data. Our internet service provider logs the following for statistical purposes:
    • Server address.
    • Top-level domain name (e.g., .com, .org, .au).
    • Pages accessed and documents downloaded.
    • Date and time of visit.
    • Previous site visited.
    • Browser type and whether you are a returning visitor.
  • We collect anonymized usage data (e.g., page interactions, session duration) via analytics tools for improving services, without linking to personal identifiers unless necessary for support. We do not identify your activities unless required by a law enforcement agency with a warrant to inspect server logs.

4. Purposes of Collection

We collect personal information for purposes directly related to providing CPV services as a BSP, including:

4.1 Processing and managing bookings for wheelchair-accessible transport.

4.2 Facilitating payments, including MPTP subsidies and NDIS invoicing to Plan Managers for eligible participants.

4.3 Assigning suitable drivers and vehicles (e.g., WAVs) to meet accessibility needs.

4.4 Communicating with you about bookings, trip updates, or accessibility requirements.

4.5 Responding to inquiries, feedback, or complaints per the Complaints Management Policy.

4.6 Complying with Safe Transport Victoria regulations, including trip data recording, MPTP verification, and the 2025 CPV Industry Reform Package.

4.7 Analyzing usage trends to improve service delivery, safety, and accessibility.

4.8 Ensuring compliance with the Commercial Passenger Vehicle Industry Act 2017 and Disability Standards for Accessible Public Transport 2002.

4.9 Location-Specific Purposes: Real-time location for trip coordination, navigation, and monitoring; historical data for audits, dispute resolution, and regulatory reporting.

5. How We Use Your Information

We use your personal information to:

5.1 Facilitate CPV services, including matching bookings with suitable drivers and vehicles (e.g., WAVs).

5.2 Process payments, including applying MPTP subsidies and invoicing NDIS Plan Managers for eligible participants.

5.3 Communicate trip confirmations, updates, or accessibility accommodations via email, SMS, phone, or website notifications.

5.4 Analyze trends to enhance customer experience, safety, and service efficiency.

5.5 Comply with legal and regulatory requirements, including Safe Transport Victoria’s Trip Data Specification and incident reporting.

5.6 Send promotional materials or updates (with your consent, which you may withdraw at any time).

5.7 Investigate and resolve complaints or incidents, per the Complaints Management Policy, and report to Safe Transport Victoria if required.

5.8 Use real-time location data to coordinate pickups and monitor trips; use historical data for compliance and quality assurance.

6. Information Sharing and Disclosure

We may share your personal information for the following purposes, ensuring compliance with the APPs:

6.1 Drivers/Contractors:

  • Share limited information (e.g., name, contact details, pickup/drop-off locations, accessibility requirements, real-time location during active trips) with assigned drivers/contractors to facilitate trip coordination, service delivery, and safety. This ensures drivers can meet your specific needs, such as wheelchair accessibility or assistance animal accommodations.

6.2 Service Providers:

  • Share with third-party providers (e.g., payment processors, cloud storage, GPS providers like Google Maps) who assist in operating our platform, subject to strict confidentiality agreements compliant with the Privacy Act 1988 (Cth). Location data shared is limited to operational needs.

6.3 Safe Transport Victoria:

  • Disclose trip data, MPTP details, or incident reports to comply with regulatory requirements, including the 2025 CPV Industry Reform Package and Public Register obligations. This may include anonymized location trends for safety analysis.

6.4 NDIS Plan Managers:

  • Share booking and payment details (e.g., trip costs, accessibility requirements) with NDIS Plan Managers for eligible participants to process direct invoicing, ensuring no out-of-pocket expenses where applicable.

6.5 Legal Purposes:

  • Disclose to comply with Australian laws, regulations, legal processes, or government requests (e.g., court orders, Safe Transport Victoria audits).

6.6 Business Transfers:

  • Share in the event of a merger, acquisition, or sale of Roll and Ride’s assets, ensuring continued protection of your information under the APPs.

6.7 We do not sell or share your personal information for marketing purposes without your explicit consent.

7. Data Security

7.1 We implement appropriate technical and organizational measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction, including:

  • Password protection and encryption for electronic files, with end-to-end encryption for location data in transit via the website.
  • Secure storage of paper files in locked cabinets.
  • Physical and digital access restrictions.
  • Secure socket layer (SSL) encryption for data transmission on our website.

7.2 Contact details, payment information, and trip data are stored in password-protected databases compliant with the Privacy Act 1988 (Cth). Location data is encrypted at rest and access-logged.

7.3 We conduct regular security audits and train staff on data protection, per Safe Transport Victoria’s requirements.

8. Data Quality

8.1 We take reasonable steps to ensure personal information is accurate, up-to-date, and complete, including:

  • Updating records when you notify us of changes (e.g., via drivers@rollandride.com.au or the website).
  • Verifying MPTP card details with Safe Transport Victoria.
  • Cross-referencing trip data with website logs per the Trip Record-Keeping Policy.
  • Validating location data against known trip parameters to prevent errors.

9. Data Retention and Deletion

9.1 We retain personal information only for as long as necessary to fulfill the purposes outlined in this policy or as required by law (e.g., Safe Transport Victoria’s 7-year record-keeping requirement for trip data). Real-time location data is deleted immediately after trip completion, while historical data is retained for 7 years for compliance.

9.2 If you close your account or have not booked a trip for 12 months, we will securely destroy or de-identify your personal information, unless required by law to retain it. Feedback data is retained for 2 years for reference.

9.3 Trip-related data is retained per the Trip Record-Keeping Policy for compliance purposes.

10. Cookies and Website Tracking

10.1 Our website (www.rollandride.com.au) may use cookies to enhance user experience (e.g., remembering preferences, analyzing usage). You can manage cookie preferences through your browser settings, though disabling them may affect website functionality.

10.2 We use analytics tools (e.g., Google Analytics) to collect non-identifiable data for improving services, with data handled per our security measures.

11. Your Choices and Rights

11.1 Under the Privacy Act 1988 (Cth), you have the right to:

  • Access personal information we hold about you.
  • Request correction of inaccurate or incomplete information.
  • Request deletion of your personal information, subject to legal retention requirements (e.g., Safe Transport Victoria’s record-keeping obligations).
  • Opt out of marketing communications by emailing drivers@rollandride.com.au with “unsubscribe” in the subject line.

11.2 To exercise these rights, contact our Privacy Officer (details in Section 13). We will respond within 30 days, unless a lawful reason (e.g., Freedom of Information Act 1982 (Cth)) prevents access or correction.

11.3 You may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) if you believe we have breached your privacy rights.

12. Updates to this Privacy Policy

12.1 We may update this Privacy Policy to reflect changes in our practices, Safe Transport Victoria regulations, or legal requirements.

12.2 Material changes will be notified by posting the updated policy on www.rollandride.com.au, with an effective date at least 14 days after posting.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, contact:

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