Youi’s Privacy Policy
Last updated 22 November 2024
Hi there. If you’re looking for the Youi Privacy Policy, you’re in the right place. At Youi, your privacy is extremely important to us. We are committed to protecting personal information and respect your right to know how we manage personal information in a responsible manner in accordance with the Privacy Act 1988 (Cth) (“the Privacy Act”) and the Australian Privacy Principles (“APPs”).
But first, the legal stuff.
Youi Pty Ltd (ABN 79 123 074 733) (“Youi”) is regulated by the Australian Prudential Regulation Authority (“APRA”) and authorised to conduct new and renewal insurance business. Youi also holds an Australian Financial Services Licensee (AFSL No. 316 511) and is regulated by the Australian Securities and Investments Commission (“ASIC”).
We are bound by the Privacy Act and the APPs. This Privacy Policy outlines how we manage personal information.
Who this policy applies to:
This policy applies to our customers. It also applies to any person who visits or uses our website or mobile apps, continues a telephone call with our representatives, enters a competition or engages with us via social media, applies for or holds any of our products or services, makes a claim, uses our third party services where it is reasonably expected your personal information will be sent to us, or who otherwise provides us with personal information. You agree and consent to your personal information being collected, held, used, and disclosed as set out in this Privacy Policy.
This Privacy Policy may apply to you even if you are not a customer of Youi, for example if you are a witness in an accident, make a claim or receive benefits under a Youi insurance policy (including a CTP or Green Slip policy) held by someone else, a spouse or family member of a customer, or have an interest in property we have insured.
Youi supports:
- a fair, transparent and open collection practice and management of personal information;
- processes that aim to ensure personal information is accurate, complete, current and secure;
- an individual’s right to see and where necessary, correct personal information about themselves; and
- limiting the use of personal information.
In this Privacy Policy,
- “personal information” means any information or opinion, whether true or not, and whether recorded in a material form or not, about an identified individual or an individual who is reasonably identifiable. In general terms, this includes information or an opinion that personally identifies an individual directly (e.g. name) or indirectly;
- “our website” refers to all information, services, text, graphics and other data contained under the domain name youi.com.au;
- “mobile app/s” refer to any mobile apps or smartphone application owned and operated by us;
- “we”, “our” and “us” refers to Youi and its related entities; and
- “you” or “your” refers to the person providing personal information and/or accessing our website, purchasing, renewing or using our product or using our services.
Australian Privacy Principles
The APPs regulate the way we collect, use, secure and disclose personal information under the Privacy Act. Information that can be used to identify a person, inclusive of their name, address, telephone number, age, and previous and current insurance experience is deemed to be ‘personal information’ within the Privacy Act.
The APPs are designed to ensure the responsible collection, storage and handling of personal information. They also provide individuals with the right to know what personal information is held about them, a right to correct that information, and set minimum expectations to prevent unauthorised disclosure or use of personal information.
Our Privacy Policy explains the application of the APPs to our business. Consequently, the Privacy Policy should be read in conjunction with the APPs. To the extent that there is any inconsistency between the APPs and our Privacy Policy, the APPs will prevail.
Personal Information We Hold and Collect
The personal information we collect and/or hold can include:
- name, date of birth and gender.
- contact details such as address, phone and email.
- information relevant to providing a product or service such as:
- underwriting information like claims history, where an insured vehicle is stored, how often it is used, and driving history, vehicle activity and engine diagnostics and/or roadside assistance data.
- location data when using our mobile app/s. An example of this is our Youi mobile app, which uses your location data to provide more relevant partner searches.
- financial institution account details like your credit card or bank account number e.g. if the product or service is being paid for in this way or we are making a claim payment. Credit card details are only stored as masked numbers with digits removed in line with best practice.
- details of insurance policies you hold or have held.
- information from use of our website, mobile apps, or cookies including the day and time of your visit, whether you have visited our website previously, your internet protocol (IP) address, location, and web preferences.
- information which is either required to acquire a product or service or needed during the lifecycle of that product or service.
- voice recordings when talking to Youi on a recorded line.
We may also collect sensitive personal information, which is a type of personal information. This might include information or opinions relating to a person’s vulnerability, membership of professional bodies, criminal history and police records, or health information. In this Privacy Policy, “sensitive personal information” has the meaning given to it in the Privacy Act.
Use and Disclosure of Personal Information
We will only use and disclose your personal information if we have a permitted or lawful reason to do so, or you have otherwise consented. We may use and disclose personal information to Table A Parties for the purposes of:
- confirming your identity;
- handling your enquiries;
- considering your application for a product or service;
- establishing and administering your policy;
- processing premiums and payments;
- pricing an insurance policy (including deciding what excess to offer and ascertaining if any discounts are available);
- assessing risks and underwriting insurance;
- improving and assessing the way we provide our products and deliver services;
- managing, processing, assessing and settling claims;
- managing complaints and disputes;
- managing our business operations (including our IT infrastructure, website, and statistical/maintenance purposes) and company research and development;
- data analytics and market research;
- auditing, quality assurance and training;
- supporting services, policies, programs, analysis and research that relate to natural hazard management (including emergency management) and/or resilience; or
- any other purposes communicated to you at the time we collect your personal information and as permitted by law.
We may also be required or compelled by law to provide certain information, such as under a court order or subpoena, or a regulatory body request.
How We Collect Personal Information
We will collect personal information directly from you or indirectly via other individuals, third parties or a third party source that is relevant to providing our products and services to you.
Direct Collection
Direct collection is where you personally provide your personal information to us.
We will collect your personal information directly from you via in-person or electronic communication including:
- forms on our website
- telephone conversation
- mobile apps
- in writing, including hardcopy forms
- in person
Youi also records telephone conversations for evidentiary, contractual, training and quality control purposes.
Indirect Collection
Indirect collection is where we collect your personal information from another source. Sometimes you may not be aware of this collection, so we like to set it out for you.
Examples of some of the sources we use to indirectly collect information about you are set out in Table A below. We may also collect your personal information indirectly through your partner, spouse, children or co-insured.
Information Collected Online
We will also collect your personal information indirectly via our website and mobile apps.
As is true of most websites, we gather certain information automatically. This information may include, IP addresses, device ID, User ID or other identifier, OS version, mobile app version, browser type, internet service provider (ISP), referring exit pages, the files viewed on our site (e.g. web pages, graphics, etc.), geolocation data, date/time stamp, and/or clickstream data to analyse trends in aggregate form and to administer the site.
We may record and track the use you make of our website and mobile apps, and the personal information we collect will be used by us in accordance with this Privacy Policy. Youi and its partners use cookies, third party tracking pixels, or similar technologies to analyse trends, administer the website, analyse website traffic (e.g. which pages are visited, time spent on a page and user demographics), to target ads to individual users on third-party platforms, to measure the success of advertising campaigns, and to identify online behavioural patterns, which in turn help us to provide and improve our products and services. You can control the use of cookies at the individual browser level, but if you choose to disable cookies, it may limit your use of certain features or functions on our website or service.
Youi mobile apps may collect exception or crash information to assist our developers in providing a better product. Any crash/exception data that is collected is available to Youi technical employees only.
We may also collect your personal information from publicly available sources.
Collecting Personal Information From Third Parties
Where possible, we collect personal information directly from you. However, in some circumstances we may also collect personal information about you from other sources outlined in Table A below.
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Table A: Entities We May Collect and Process Personal Information Through |
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| Our Service Providers |
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| External Parties |
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Collection of Information About Another Person
We, or the relevant Table A Parties on our behalf, may seek to collect personal information about another person from you if, for example, you:
- apply for a product or service jointly with another person; or
- have personal information about another person which is relevant to a claim such as the contact details to a witness of an event for which you are claiming.
If you provide us or the relevant Table A Parties with personal information about another person, then you must:
- have their consent to do so;
- tell the other person that you are disclosing their personal information to us; and
- where requested, provide the other person with a copy of this Privacy Policy or refer them to our website.
Identifiers
Unless we are required to do so, or the APPs or another law permit us to do so, we will adopt our own identifiers and not those assigned by government. You can read more about what ‘identifiers’ are in the Privacy Act.
Anonymity and Pseudonymity
You have the option of remaining anonymous or using a pseudonym, providing it is possible for us to deal with you on this basis.
We may however be unable to deal with you anonymously or under a pseudonym in certain circumstances, for example if you wish to obtain a quote, hold or continue to hold an insurance policy with us or make a claim. Your identity, as well as some of your personal information, is a relevant factor in relation to our decision to insure you. It is material to our decision of whether to insure you and if so on what terms and premium. Also, under the Insurance Contracts Act 1984 (Cth) you have a duty to answer insurance application questions accurately and your identity is a material factor to disclose.
Marketing
We may also collect, hold or use your personal information for the following marketing purposes:
- conducting market research
- communicating details about our products and services, including advertisements
- general marketing purposes, including mail, email, SMS, phone and other internet-based marketing
- targeted online advertising including behavioural marketing;
- advertising based communication, via email, SMS or online, about news, special offers, products and services you might be interested in;
- entry into our competitions
You may opt out of receiving direct marketing communications by clicking on the unsubscribe feature within the communication. If you opt out of or unsubscribe from our marketing functions, you will still receive communications about the products you hold with us or the services you use. For example, we will still email you renewal notices.
Disclosure to Overseas Recipients
If your personal information is collected by or disclosed to an organisation outside of Australia, we will take reasonable steps to ensure it will be held, used or disclosed only in accordance with the Privacy Act. We collect and provide your personal information to service centres in South Africa, and to certain Service Providers listed in Table A that are based overseas, including in the United States of America. Youi has contractual agreements in place with our Service Providers to protect personal data from unauthorised access or disclosure.
The countries to which this information may be disclosed may vary from time to time.
RESIDENTS IN THE EUROPEAN UNION
Where applicable, residents in the European Union have the following additional rights in relation to your personal information:
- You have the right to obtain information from us as to whether your personal information is being used, and if so, for what purpose, free of charge.
- You have the right to request we delete your personal information in certain circumstances, including where the information is no longer required for the purpose for which it was collected, or you withdraw consent and there is no other legal ground for processing the personal information.
- You have the right to object to the processing of your personal information, including where the legal justification for the processing of the information is a legitimate business interest or for direct marketing.
- You have the right to receive a copy of your personal information we hold in a structured, electronic format, and to transmit such data to another data controller, where this is (a) personal information which you have provided to us, (b) if we are processing that information on the basis of your consent or to perform a contract with you and (c) where the processing is carried out by automated means.
- You have the right to request the rectification of inaccurate or incomplete personal information from us without undue delay.
- You have the right to restrict the processing of your personal information by us where you contest the accuracy of your personal information. The restriction may be temporary to enable Youi to verify the accuracy of your personal information.
Storage and Security of Personal Information
- We hold personal information electronically and sometimes in hard copy. The security of your personal information is very important and we’re committed to processes so your personal information is managed using generally accepted data security standards.
- We take reasonable precautions to secure your transactions with our website and mobile apps and to ensure your personal information is protected against unlawful use, unauthorised access, modification, and disclosure. Unfortunately, we cannot provide a guarantee that information sent over the internet is 100% secure and sending and receiving information over the internet is at your own risk.
- Access to personal information by employees within our organisation is limited to those who specifically need the personal information to conduct their business responsibilities.
- We may store your personal information with service providers or third parties who have data centres outside of Australia.
Access and Correction of Personal Information
Accessing Your Personal Information
You can request access to the personal information we hold about you. So that we can provide access effectively, we may ask you to provide personal information to confirm your identity. We may charge you a reasonable amount to cover the time spent retrieving, copying, and sending out the information, but we will not charge you for making the request.
If we are unable to provide the information you have requested, we will provide reasons why.
Correcting Your Personal Information
We take reasonable steps to ensure that the personal information we collect and store, use or disclose is accurate.
We do however rely on you to advise us of any amendments required to your information to ensure it is accurate and remains current. If you would like to seek correction of your personal information, please contact us using the details below.
Contact Us
If you would like further information about our Privacy Policy or your personal information, including access or how we manage or store it, please contact us:
- If you live in Australia, call one of our advisors on 13 YOUI (9684)
- If you live overseas, call one of our advisors on +61 7 3719 4800
Changes to Our Privacy Policy
We may make changes to this Privacy Policy from time to time and place any updated version of the Privacy Policy on our website. We encourage you to periodically review this page for the latest information on our privacy practices. We have included a ‘Last Updated’ date at the top of this Policy to help you keep track of any changes.
Your continued use of our website, products, services and apps, including any renewal of our products, making a claim or providing further personal information to us after this Privacy Policy has been updated or revised constitutes your acceptance of the revised Privacy Policy.
Complaints
If you have a complaint regarding our management of your personal information or consider we have breached the APPs, you may contact us or access our Internal Dispute Resolution Service (IDRS) by using these details:
The Privacy Officer, Youi Pty Ltd
PO Box 849
Buddina, QLD 4575
Email: complaints@youi.com
We will promptly acknowledge your complaint, investigate it and determine the steps that we will undertake to resolve your complaint. We will contact you if we require any further information and will provide you with our decision once it is made. Once we have made our decision, we will also inform you of your right to take this matter to the Office of the Australian Information Commissioner (OAIC) together with contact details and the applicable timeframes applying to the OAIC.
The OAIC is the statutory body given the responsibility of complaint handling under the Privacy Act and is independent and will be impartial when dealing with your complaint. The OAIC will investigate your complaint, and where necessary, make a determination about your complaint, provided it is covered under the Privacy Act. You generally have 12 months from the date you became aware of your privacy issue to lodge your complaint with the OAIC.
You can contact the OAIC using these details:
Post: GPO Box 5288, Sydney NSW 2001
Youi Pty Ltd
ABN 79 123 074733
AFSL No. 316511