Privacy

Customer Privacy Online Statement

Since 29 June 2022 R&L Services Victoria Pty Ltd ABN 28 657 005 493 and CP Services Victoria Pty Ltd ABN 16 657 005 439 (together VicRoads or ‘we’) have provided registration and licensing services and custom plate services on behalf of the Secretary of the Department of Transport and Planning (External link). VicRoads also exercises certain functions and activities on behalf of Safe Transport Victoria (External link) under the Marine Safety Act, including for vessel registration and marine licensing.

In connection with the provision of these services and otherwise as required for our functions and activities, we collect, use, store and disclose a range of personal information being information or opinion about an individual whose identity is apparent or can reasonably be ascertained.

 

Scope of this Privacy Statement

This document describes VicRoads collection and handling of personal information about its customers, and other members of the public that visit or use VicRoads’ websites1 apps2 and other online platforms,3 attend customer service centres or otherwise interact with VicRoads, including:

Policy Statement
What personal information we collect
Why we collect and use your personal information
How we collect your information
Click stream data
Disclosures
Artificial Intelligence
How we store and protect your personal information
Your inquiries and complaints

 

If you are working for us or apply for a position with us, please check our Job Applicants and Worker Privacy Statement.

We will update this statement from time to time, and we recommend you check this page regularly.

 

What personal information we collect

The personal information we collect or generate about you depends on the nature of your dealings with us. It may include:

Basic identify details

  • Names
  • Date of birth
  • Contact details (address, email address, phone number)
  • Social media handles.

Licence related information

  • Details on your driver and marine licence (e.g numbers, photographs)
  • Information relating to your licence including demerit points
  • Vision test results, medical and health conditions, medications taken, past drink or drug driving offences, sanctions or other information relevant to assess your fitness to drive when you apply for a licence
  • Information relevant to assess your eligibility to accessible parking permit schemes, concessions or other discounts.

Biometric information

  • Face images and videos and biometric information (face scans and maps) derived from it used to verify your identity and renew your licence photo online.

Vehicle registration information

  • Vehicle or vessel registration details including number and date
  • Transfer and roadworthy history and other information about vehicle history of financial liability.

Custom Plates

  • Information relating to custom plates and associated products and services sold through our custom plate business.

Records of transactions and interactions with us

  • Records of your communications, enquiries, complaints, and transactions with us
  • Payment card numbers to process your transactions in a tokenised or truncated form (i.e. limited to the first six and the last four digits), excluding card authorisation data (CVV)
  • Footage collected through CCTV at some of our customer service centres
  • Information relating to your use of our website (see click stream data section below)

 

Why we collect and use your personal information

Purposes for which we may collect and use your personal information

With your consent where required, VicRoads may collect or use your information for various purposes in connection with the provision of registration and licensing and custom plate services.

This includes the following purposes, and other additional purposes which we inform you about and which you have agreed to:

Registration and licensing services

  • Processing maritime or driver licences or permit applications
  • Registering motor vehicles or vessels
  • Maintaining a register of registrations and licences
  • Ensuring drivers are competent and fit to drive
  • Administering accessible parking permit schemes including assessing eligibility
  • In connection with vehicle safety related recalls

Our other products and services

  • Selling registration number rights
  • Selling (and enabling our customers to buy and sell) customised number plates
  • Developing new, and improve existing, products and services

Our business operations

  • Internal business operations and administrative purposes

Marketing activities

  • Sending you electronic communications (emails or SMS) about products, services, events, or opportunities that may be of interest to you.
You may withdraw your consent to receiving marketing material by using the unsubscribe option included in our communications. Please refer to the click stream data section below for more information about our use of targeting cookies and pixels for marketing activities.

Our interactions with you

  • Internal business operations and administrative purposes

Compliance with law and protection of our legitimate interests

  • Identifying, preventing, or investigating any actual or suspected fraud or unlawful activity (see further below on the National Driver Licence Facial Recognition Solution)
  • Complying with the law and respond to court orders and lawful requests from law enforcement and government agencies including the Department of Transport and Victoria Police
  • Protecting our legitimate interests including to defend any legal claims against VicRoads, its employees or the Department of Transport and Planning

De-identified data analytics and matching

Sometimes we may remove your names and other personal identifiers from data we have about you and use de-identified data such as demographic information and other information about your transactions and online behaviour (see below section on ‘click stream data’) to generate insights through data analytics including combining such de-identified data with data from other sources.

These insights are used in a de-identified and aggregated form to help us better understand customer behaviour, improve our products, services, and overall customer experience. We may also use these aggregated insights to create “look-alike” audiences—groups of potential customers who share similar characteristics or behaviours with our existing customers.

Consequences if we do not collect your information

You do not have to provide us with your personal information. Where possible, we will give you the option to interact with us anonymously or by using a pseudonym.

However, if you choose to deal with us in this way or choose not to provide us with your personal information, we may not be able to issue or renew your licence or registration, provide you with our services or otherwise interact with you.

In some cases, we are required to collect your personal information (e.g. under road and safety or maritime laws).

 

How we collect your information

Directly from you

Where it is reasonable and practicable to do so, and with your consent where required, we will collect personal information about you directly when you interact with us online, on the phone or in person, for example when you:

  • Complete a form, complete a transaction or register to use our portal or mobile apps
  • Visit our websites or use digital services (see section on ‘click stream data’)
  • Provide feedback, make a complaint, information requests or enquiries
  • Participate in other activities we offer, such as competitions or surveys
  • Join or participate on our social media pages and accounts and online forums
  • Attend our customer service centres (e.g. through CCTV)

We may also generate new documents (such as your digital driver licence), information (including predictions) based on other information about you or attributed to you.

 

Click stream data

We use cookies4, web beacons/pixels5, and similar tools to collect information about your interactions with our website and marketing emails (‘click stream data’).

Some click stream data are strictly necessary and perform functions such as keeping your site visit secure and remembering you between pages. Others help us understand how visitors use our website(s), apps, social media pages and online services and are used to improve website performance, analyse trends, enhance usability, tailor content or advertising and improve your experience.

These may include third party cookies services (e.g., advertising networks, analytics providers) that can track behaviour across multiple sites.

Click stream data collected may include:

  • Device and browser type
  • Pages visited and files downloaded
  • Search terms entered
  • Forms submitted
  • IP address and referral source
  • Date and time of visit
  • User interaction data (e.g. clicks, scroll depth)
  • Campaign data (e.g. UTM parameters for marketing attribution)
  • Pseudonymous identifiers

You can control how cookies (other than strictly necessary cookies) are used on your computer or device by changing your browser or device settings. Note blocking certain cookies may impact how our sites function.

 

Disclosures

Disclosures to third party service providers and commercial partners

We may disclose your personal information for the purposes described in this statement (see section ‘why we collect and use your personal information’) to commercial partners, contractors and other third-party service providers including organisations that:

  • Assist us with the delivery of our services and products, for example:
    • Manufacturing and delivery of number plates or licences
    • Delivery of registration and licensing services and customer support
    • Processing payments
  • We engage to do some of our work for us, for example:
    • Market research or surveys
    • Email marketing automation
    • Data hosting and processing
    • Website and technology services
    • Data analytics
    • Marketing and targeted advertising (e.g. sharing your email address with third-party ad platforms to help customise communications)
  • Auditors, legal advisors, insurers
  • Assist us to identify, investigate or prevent fraud or other misconduct

 

Some of the third parties we disclose your personal information to may be based outside Victoria in other Australian States and Territories.
We will take reasonable steps to preserve your privacy when disclosing your information, including contractual and technical measures and, where appropriate, by de-identifying the information before we disclose it.

 

Department of Transport and Planning and Safe Transport Victoria

The Department of Transport and Planning and Safe Transport Victoria retains ownership of any data collected and used by VicRoads on their behalf, and we may share personal information with them in connection with the performance of motor vehicle and marine registration and licensing functions. Please refer to the Department’s privacy policy (external) for more information on how they handle personal information.

National Driver Licence Facial Recognition Solution

We share driver licence and permit information (including images and associated biographic information) with the National Driver Licence Facial Recognition Solution (NDLFRS), an identity verification service hosted by the Commonwealth Government.

Consistent with the Identity Verification Services Act 2023 (Cth), NDLFRS data may be accessed and used by authorised agencies or private sector entities that need to verify your biographic or biometric information to provide a service (e.g. Centrelink entitlement), but only with your consent.

 

For more information, please visit the National Driver Licence Facial Recognition Solution (External link) .

National Exchange of Vehicle and Driver Information System

We share personal information with the National Exchange of Vehicle and Driver Information System (owned by AustRoads). NEVDIS exchanges information about vehicles and driver licences across state borders, with public and private sector organisations to facilitate provenance checking on vehicles, matching of biographic details on licences and assists motor insurance underwriting, vehicle safety recalls and police in identifying stolen vehicles. For more information, please visit the NEVDIS website (External link).

Other disclosures

We may also disclose information for the purposes of law enforcement, safety, or the investigation of traffic accidents or as otherwise required by law to other third parties.

  • Victoria Police
  • With organisations that scan the QR code on your DDL for the purpose of verifying your identity (this only occurs when you present your licence for verification)
  • Government entities
  • Toll road operators or toll authorities
  • Revenue and social security agencies
  • Other road authorities, transport authorities or traffic entities
  • For road safety research
  • Municipal councils
  • The Transport Accident Commission
  • The manufacturer or supplier of vehicles in connection with vehicle safety recalls

 

Artificial Intelligence

We and our service providers may use artificial intelligence (AI) technologies to enhance the services we provide, improve operational efficiency, and support decision-making processes. This may include AI tools to respond to your enquiries about our products and services and record these interactions (e.g. chatbots), call transcripts, summaries and ratings (sentiment analysis) for training our staff, to verify your identity (for fraud detection) or to assist with document review, summarisation, or drafting, to refine our marketing and advertising strategy and tailor ads that better meet our customers’ needs and behaviours.

Where AI is used to process personal information, we take steps to ensure that such processing is fair, transparent, and consistent with applicable privacy laws.

 

How we store and protect your personal information

We may hold your personal information in physical or digital form. In some cases, we may use third parties to store your information.

In any event, we take reasonable steps to:

  • Protect your information from misuse, loss, and unauthorised access, modification or disclosure (including by adopting technical and organisational measures in line with the Victorian Data Protective Data Security Framework, and (in respect of credit card information), the Payment Data Security Standard)
  • Delete your personal information if it is no longer needed for any purpose, in line with the Public Records Act
  • Ensure that any of your personal information we collect, use and disclose is accurate, complete and up to date

 

Your inquiries and complaints

If you would like to:

  • Access the personal information we hold about you
  • Understand what personal information we collect, why we collect it, and how we use it
  • Request correction of personal information that is inaccurate, incomplete, or out of date, or
  • Raise a privacy concern or ask a question

Please contact us:

Email: [email protected]
Phone: 13 11 71
Post: VicRoads Privacy Team, 24/120 Lonsdale Street, Melbourne VIC 3000

We aim to respond to your request within 45 days. If any of your personal information is found to be inaccurate, incomplete, or not up to date, we will correct it.

In some circumstances, we may refuse access to or correction of your information—for example, if doing so would pose a serious risk to life or health, or unreasonably affect the privacy of others. If we refuse your request, we will explain why.

If you are not satisfied with our response or handling of the matter, you may also complain to the Office of the Victorian Information Commissioner (online at Make a privacy complaint - Office of the Victorian Information Commissioner (External link) or by calling 1300 006 842) or, in respect of health information, the Health Complaints Commissioner by calling 1300 582 113.



  1. These include Custom Plates | Personalised Plates Victoria and Home Page: VicRoads.
  2. VicRoads mobile apps: VicRoads.
  3. VicRoads has a presence on the following platforms: Facebook, Instagram, YouTube, X, Snapchat, Spotify, Google Reviews.
  4. Cookies are small files stored on your device to track site usage. They do not alone reveal personal information about you. If you choose to provide personal information online (e.g. by registering at our site), this information may be linked to the data stored in the cookie.
  5. Web beacons (also called web bugs, pixel tags or clear GIFs) are graphic images (often transparent) that are placed on a site (or in an email) and, when used in combination with cookies, can monitor the behaviour of the user visiting the site (or receiving the email).
  6. We do not include targeting cookies or pixels in regulatory communication emails to you.