Last updated 11 November 2022

1. Who are we?

In this policy the “Lexus Group” (or “we” or “us”) is:

• "Lexus Australia” a division of Toyota Motor Corporation Australia ABN 64 009 686 097; and
• "Lexus Financial Services” a division of Toyota Finance Australia Limited ABN 48 002 435 181.

The Lexus Group is part of the broader OneLexus Network of Lexus organisations in Australia. See section 2 for more information about the OneLexus Network.

We understand that your personal information and credit information (“information”) is important to you and we value your trust. This policy sets out how the Lexus Group handles your information. It also includes how we handle information collected from third parties, such as your credit report through the credit reporting system if you obtain finance with us.

We are bound by the Privacy Act 1988 (Cth) (“Privacy Act”) and its Australian Privacy Principles (“APPs”). Lexus Financial Services is a participant in the credit reporting system and is bound by the credit reporting rules in the Privacy Act. For more information about Lexus Financial Services’ credit reporting practices, see section 9 on “Credit reporting (applies only if you seek finance from Lexus Financial Services)”.

2. OneLexus Network

The Lexus Group (Lexus Australia and Lexus Financial Services) is part of the OneLexus Network, which includes:

• Lexus Australia;
• Lexus Financial Services;
• authorised Lexus dealers in Australia; and
• Aioi Nissay Dowa Insurance Company Australia Pty Ltd trading as “Lexus Insurance”.

The Lexus Group collects and shares with other members of the OneLexus Network your personal information, including data collected from Connected Services, so that the OneLexus Network can provide you with an integrated OneLexus customer experience, including allowing you to be known across the Network regardless of which OneLexus entity you choose to deal with and to provide you with products, services, information and assistance, respond to your enquiries and help keep your information up to date. Your information may be disclosed to OneLexus Network service providers in Australia and overseas for these purposes.

For more information about how authorised Lexus dealers in Australia handle your information, please see the dealer’s privacy policy, available from the dealer’s website.

To download Lexus Insurance’s privacy policy, click here.

3. What information do we collect and hold?

The kinds of information that we collect and hold about you will depend on the nature of your dealings with us.

Information we collect about you

We may collect and hold information about you including:

• contact and identification information, such as your name, date of birth, contact number(s), email address(es), residential and/or business address(es), demographic information (such as postcode, age, gender) and driver’s licence details;
• payment details (such as account or credit card details) and payment-related information in connection with your purchase of our products and/or services;
• vehicle and servicing details, including vehicle registration, vehicle purchase details, name of your selling or servicing Lexus dealer, service appointment bookings, vehicle service and repair history (including in relation to Lexus Service Advantage, warranty, repairs and recalls, if applicable);
• data collected as a result of connected services functionality, such as vehicle location. For details on the extent of information collected as a result of the connected services functionality, please see section 4;
• finance details such as financial, insurance or credit information, marital status, employment details and history; and
• information collected from marketing campaigns, product research, customer surveys, your interactions with us including via social media, via Lexus community platforms such as Lexus Community, or publicly available information that you post or publish or broadcast.

If you do not wish to provide particular information, we may not be able to respond to your query, provide you with our products and services or assess your application for a product or service.

Sensitive information: We will only collect sensitive information about you with your consent (unless we are otherwise allowed or required by law to collect that information). Sensitive information includes information about your health, race, ethnic origin and religious beliefs.

Providing someone else’s personal information: If you provide us with personal information about another person (such as a joint vehicle owner or authorised driver or contact person, or as part of a social media post or in relation to a trade promotion, competition, survey or other interaction with us), you need to tell the other person about this Policy so they are aware that you have provided their information to us and that they can read this Policy to understand how their information will be handled. You must obtain all necessary consent from the other person before supplying their personal information to us (including a parent or legal guardian’s permission for minors).

Information we collect automatically

Whenever you visit or interact with a Lexus Group website or other online platform of ours (“Platforms”), we, as well as any third-party service provider and/or advertiser, may use a variety of technologies that automatically or passively record information about how the Platform is accessed and used (“Usage Information”). Usage Information may include

your IP address or other unique identifier for the device used to access a Platform ("Device Identifier"),

email address, username, or other unique user identifier (“User Identifier”),

aggregated multi-platform information about Google users who have enabled personalised advertising on their Google accounts (Google Signals Data),

browser type,

"Device” type (computer, mobile phone, tablet or other device),

operation system and/or application version,

date and time of visit, pages viewed, preceding page views and your use of features or applications on the Platform such as interactions with connections or groups.

 

Usage Information helps us keep our Platforms relevant to users and allows us to tailor content to a user’s interests. Usage Information is generally non-identifying, but if we associate it with you as a specific and identifiable person, we will treat it as personal information.

We may use Device Identifiers and User Identifiers to help us administer Platforms, diagnose problems with our servers, analyse trends, observe Platform usage and activity over time, help identify you and your shopping cart, provide you with access to a personalised view of our Platforms, and gather broad demographic information for aggregate use.

Cookies (data files placed on a Device when it is used to visit a Platform) may be used to associate you with media platforms like Facebook, Google Marketing Platform (GMP), Salesforce and other media, and, if you so choose, enable interaction between your activities on our Platforms and those social media platforms. We or our vendors may place cookies on your Device for security purposes, to facilitate site navigation and personalise your experience while visiting our Platforms (such as allowing us to select which ads or offers are most likely to appeal to you, based on your interests, preferences, location or demographic information).

To learn how you may manage cookies, or delete cookies that have already been installed, please refer to your browser’s help menu or instructions. If you disable or opt out of receiving cookies, some features and functions on our Platforms may not work properly or fully because we may not be able to recognise and associate you with your Lexus account(s). In addition, the offers we provide may not be as relevant to you or tailored to your interests.

Remarketing: We use Facebook, Google Marketing Platform (GMP), Google Analytics, Salesforce and other media publishers to advertise our products and services online. Third party vendors, including Facebook, Google Marketing Platform (GMP), Salesforce and other media publishers, use cookies to display relevant ads based on your past visits to our website(s). Remarketing allows us to tailor our marketing to better suit your needs and display ads that are relevant to you. We respect your privacy and any data collected will be used in accordance with this privacy policy, Google's privacy policy or the privacy policy of other remarketing services that we may use.

If you do not wish to participate in our Remarketing, you can opt out by visiting Google's Ads Preference Manager (. You can also opt out of any third party vendor's use of cookies by visiting the Network Advertising Initiative opt-out page www.networkadvertising.org or by clicking on the “Your AdChoices” symbol within advertisements to opt out.

4. Connected Vehicle Services

Information we collect about you for Connected Services

If your vehicle is fitted with Connected Services functionality and an owner of the vehicle has not previously opted out of Connected Services, your vehicle will collect and transmit vehicle data for Connected Services via an over the air transmission or by direct connection to your vehicle’s computers.

Connected Services operate by using data collected from you and your vehicle, including your personal information, vehicle information and vehicle location. To confirm if your vehicle is fitted with Connected Services functionality, please refer to your Owners’ Manual or Lexus.com.au/connectivity.

To understand more about Connected Services and how Lexus handles connected vehicle data, please see Lexus.com.au/connectivity.

Connected Services that use personal information

The Connected Services which are currently available, and the ways those Connected Vehicles use your personal information and the vehicle data collected and transmitted by your vehicle, are listed below.

Safety & Security Your connected vehicle’s Safety & Security feature provides emergency assistance (SOS), Automatic Collision Notification (ACN) and stolen vehicle tracking (SVT). Safety & Security services use vehicle location data (your vehicle’s latitude and longitude) to determine where your vehicle needs assistance, your personal information (such as, your name, address, phone number, email address, etc.) to verify your account, and your voice recordings (when you call our Connected Services Response Centre) to provide assistance to you. Unless required or authorised by or under law, or an order of a court or tribunal, personal information collected for the purposes of ACN and SOS and SVT services will not be used for any other purpose than for providing the ACN and SOS / Safety and Security Connected Services.

Lexus Connected App You can choose to subscribe to additional Connected Services by downloading the Lexus Connected application onto your device and registering your vehicle. The Connected Services available via the Lexus Connected application operate by collecting and processing data obtained from you and your vehicle and displaying that data in the Lexus Connected application. The types of data collected via the Lexus Connected application includes your personal information (such as name, email address, phone number) vehicle information (such as VIN, fuel levels and oedometer reading), vehicle location and driving data. To find out more about the Connected Services available via the Lexus Connected application please visit Lexus.com.au/connectivity.

Managing your Connected Services

If you do not opt-out of Connected Services, your personal information and vehicle data will be collected, held, used and disclosed for Connected Services, to provide an integrated OneLexus customer experience and for research, product development and data analysis purposes.

To opt-out of, or opt-back in to, Connected Services (except for Safety & Security Connected Services) please go to the manage my subscription section of the Lexus Connected application.

To opt out of ACN and SOS, contact your local Lexus dealer for further assistance or the Lexus Connected Account Enquiries on 1300 064 789.

To opt out of SVT, please call Lexus Connected Account Enquiries on 1300 064 789.

If these Safety and Security Services have been opted out of and you would like to opt back in, then please contact a Lexus dealer for further assistance or the Lexus Connected Account Enquiries on 1300 064 789.

If you contact the Connected Services Response Centre via the SOS function in your vehicle or Lexus Connected Account Enquiries on 1300 064 789 for the purposes of Safety and Security services or any other reason, your conversation will be recorded to deliver Connected Services to you and for quality assurance and training purposes.

5. How do we collect your information?

We may collect information in a variety of ways, including directly from you, for example:

• when you complete a form to order a vehicle, parts or accessories, book your vehicle for servicing, apply for credit or make a general enquiry about our products and services;
• when you contact or interact with us whether in person, by email, phone, SMS or other forms of communication, or via our website or social media;
• when you use data-collecting devices, products or systems, including Connected Services; or
• when you participate in our surveys, competitions, promotions, events, sponsorships or other activities.

We may collect information from organisations within the OneLexus Network, such as:

• our authorised Lexus dealers, if you interact with or purchase products or services from that dealer; and
• Lexus Insurance, if you make enquiries, purchase and/or renew your insurance with Lexus Insurance.

Sometimes, we may collect your information from third parties such as:

• providers of data-collecting devices, products or systems that you use;
• your accountant for the purposes of assessing a credit application;
• where an individual is an officer of a company that has applied for credit, we may collect information about the officer from public records or from other officers of the company who arranged that company's credit application;
• when named as a personal referee by you, we collect that personal referee's personal information from the written credit application form;
• another credit provider where you have or had a credit account;
• the Credit Reporting Body (“CRB”) where we obtain your credit report;
• your insurer or broker;
• contractors performing a service or function on our behalf;
• regulatory authorities;
• marketing agencies and similar lists which are legally acquired by us;
• your employer, contractor or another person who makes a vehicle available to you; and
• any other parties you refer us to or who refer us to you.

6. What are the purposes for which we collect, hold, use and disclose your information?

The Lexus Group collects, holds, uses and discloses your information, including data collected from Connected Services, for a variety of purposes including:

• to provide you with an integrated OneLexus guest experience;
• any purpose which we notify you about when we collect your information or to which you have provided your consent;
• considering and assessing your application (including eligibility) for a product or service;
• determining your eligibility to purchase a vehicle, including whether you are purchasing the vehicle for commercial re-sale
• providing a Lexus product or service to you (including via our authorised Lexus dealers, agents and/or contractors where applicable);
• providing Connected Services to you if you use a vehicle fitted with enabled Connected Services functionality (refer to your Owners’ Manual or Lexus.com.au/connectivity to confirm if your vehicle is fitted with Connected Services functionality);
• providing customer assistance and support such as vehicle service reminders, recalls and assisting with warranty claims;
• responding to your enquiries, concerns or complaints;
• administering and managing our relationship with you, including by verifying your identity in order to provide a requested service;
• informing you about products, services, special offers and/or events from the OneLexus Network. For more on Direct Marketing, see section 7 below;
• improving your customer experience and our marketing, including through data analytics, product planning, product development and research;
• protecting our interests, including by registering a security interest on the Personal Property Securities Register or checking against sanctions or other reference lists;
• complying with our legal obligations, assisting government and enforcement bodies or regulators, or where otherwise required or authorised by or under law, or an order of a court or tribunal;
• assessing and considering your application (if applicable) as a prospective job applicant, dealer/franchisee or contractor;
• using data in aggregated form to analyse vehicle and/or road safety, environmental and energy issues, advanced technologies and usage; or
• where your employer is paying for some or all of the cost for you to use a vehicle, your information is used to provide reporting to your employer regarding your usage of our vehicles, including location, time, dates and any notices or information received in relation to the booking.

We may publish (including by posting on social media) customer testimonials/video testimonials which may contain personally identifiable information. We will obtain the customer’s consent prior to publishing the testimonial along with their name.

7. Direct marketing

The OneLexus Network (or any of the entities which make up the OneLexus Network including their agents and contractors if any acting on their behalf) may send you direct marketing to inform you about products or services, special offers, promotions and events that may be of interest to you. These marketing communications may include joint promotions with Lexus dealers or other promotion partners, and may be sent to you using any contact details provided by you, such as post, phone, email or SMS.

Please note that the organisations comprising the OneLexus Network are separate organisations. If you do not wish to receive marketing communications and surveys from a member of the Network, you can let that organisation know at any time using the contact details in their respective privacy policies or utilising the “unsubscribe” or other opt-out function offered by the organisation in each marketing communication.

If you do not wish to receive any marketing communications from Lexus Australia or Lexus Financial Services, you can let the relevant organisation know using the contact details provided in section 16 “Contacting us” below, or by utilising the “unsubscribe” function in electronic communications from the organisation. In some circumstances we may need to contact you to obtain additional information, verify your identity or to clarify your request, in order to action it.

Your consent to receive direct marketing communications from the OneLexus Network in the above ways will be deemed if you do not opt out when you are offered the opportunity to do so, and will remain current on an ongoing basis unless and until you advise otherwise.

If the law requires us to provide you with information about our products or services (for example, product recalls), we will provide that information even if you have elected not to receive information about our products and services generally.

8. Who do we disclose your information to?

We may share your information, including data from Connected Services, (except SOS and ACN Connected Services) within the OneLexus Network in order to provide an integrated OneLexus guest experience across our Network.

Your vehicle logbook data, and service and repair history (including in relation to warranty and recalls, if applicable) may be made available to subsequent owners (if any) of your vehicle.

We do not disclose any personally identifying information about you to subsequent owners of your vehicle.

We may disclose your information for the purposes set out in this Privacy Policy to others including:

• the Lexus Group’s related bodies corporate (including our parent company Toyota Motor Corporation in Japan);
• Lexus entities overseas such as Toyota Connected Europe and Lexus Motors North America who support the provision of Connected Services in Australia;
• suppliers of third party services where you have consented to us sharing your information with them (such as compatible app providers);
• other credit providers to assess your application with Lexus Financial Services or manage your credit
• a guarantor, if a finance arrangement is guaranteed;
• Emergency Service Providers (such as ambulance, police, fire brigade etc) to provide you with emergency assistance as part of the Safety & Security feature of Connected Services (applicable vehicles only);
• government and law enforcement agencies, bodies and regulators, or a dispute resolution body of which we are a member (for example, the Financial Ombudsman Service), if we are required to disclose your information to such authorities; or
• your employer or former employer, or their representative (for example, to conduct a reference check for potential employment or finance applications).
• a person that subsidises or makes a vehicle available to you (for example, your employer, your former employer or principal) including to conduct a reference check for finance applications, or for marketing purposes;
• our third party agents or contractors which perform a particular function or service on our behalf;

Examples of our third party agents or contractors include:

• mailing houses;
• printers;
• finance and insurance product suppliers;
• organisations that assist us to conduct promotions or market research;
• customer support providers;
• information technology service providers;
• debt collection agencies; and
• accountants, lawyers and other professional advisors.

If you consent, we may also disclose your information to selected third parties to help you obtain discounts or services from those third parties. We will not disclose your information for this purpose without your consent, and you can opt out at any time.

We may also disclose your information to third parties where required or authorised by or under law.

We do not share your personal information with data resellers, social networks, advertising networks, insurance providers unless we have your consent or as otherwise required or authorised by or under law.

9. Credit reporting (applies only if you seek finance from Lexus Financial Services)

In this section, references to “we”, “us” or “our” refer to Lexus Financial Services only, not Lexus Australia. Lexus Financial Services participates in the credit reporting system to make better and more informed decisions about providing credit to our customers. When you apply for credit with Lexus Financial Services, or propose to be a guarantor, we may request a credit report about you from a Credit Reporting Body (CRB). Credit reports contain information about your credit history that will help us assess your credit worthiness and your ability to repay credit.

What credit information and credit eligibility information do we collect and hold?

The credit information we collect and hold includes your identification details, the type of credit you hold, the amount of credit borrowed, the terms and conditions of your credit, when your credit was opened or closed, whether or not you have met your repayment obligations under your loan contract and loan contracts with other credit providers, and information about your credit worthiness. The credit eligibility information we collect and hold includes credit reports obtained from a CRB and our own rating or score which help us to assess your creditworthiness.

What do we do with credit information and credit eligibility information?

We collect, hold, use and disclose credit information and credit eligibility information about you for purposes which include:

• confirming your identity;
• assessing your consumer or commercial credit or guarantor application;
• managing your account and collecting any overdue payments;
• helping you avoid defaulting on your loan;
• complying with any relevant laws and regulations.

We will use the information obtained from a CRB, and combine it with information we already hold about you, to calculate our own rating or score to help us assess your creditworthiness.

We may also disclose to the CRB if you have not met the payment obligations under your loan contract or if you have committed a serious credit infringement (for example fraud). Some of the information we disclose to a CRB may be included in your credit report and provided to other credit providers to help them assess your creditworthiness.

We may disclose your information to any of the following CRBs:

• illion - illion.com.au - 13 23 33
• Experian - experian.com.au - 1300 783 684
• Equifax - equifax.com.au - 13 83 32

If you would like to know how these organisations manage your information, you can view their privacy policies on their websites or contact them directly by calling the numbers above.

What are your rights?

You have the right to ask a CRB not to use your information for the purpose of pre-screening or direct marketing by a credit provider. You can ask them not to use or disclose this information for a period of time if you reasonably believe that you have been, or are likely to be, a victim of fraud.

10. Holding and protecting your information

We may hold information about you in digital and paper forms. We take reasonable steps to protect your information from misuse, loss, interference, and from unauthorised access, modification or disclosure. Some of the ways we protect your information include:

• external and internal premises security;
• utilising secure servers;
• restricting access to your information only to personnel who need it to perform their functions;
• utilising and maintaining information security applications to prevent unauthorised access or damage to electronically stored information, such as requiring identifiers and passwords, firewalls, encryption and anti-virus software as appropriate;
• limiting the functionality of Connected Services to only respond to commands from you, us or any authorised users and only for those features you have not opted out from receiving; and
• maintaining physical security over paper records.

11. Data Retention

Unless we are required to retain your information for a longer period as required or authorised by or under law, your information will be retained by us for as long as reasonably necessary to provide and support the products the services you have obtained from Lexus.

12. Disclosing your information overseas

We may disclose your information to organisations located overseas. These include:

• our related companies in Japan and elsewhere in the world such as the UK, and USA; or
• our service providers that are located or hold data overseas including in the USA, Singapore, India, the UK, Ireland, and Sweden.

In addition to the above, if your vehicle collects and transmits vehicle data for Connected Services, your vehicle data will be disclosed to:

• Toyota and Lexus entities and service providers located overseas which support the provision of Connected Services in Australia. These include organisations located in Japan, the UK, Singapore, and USA including Toyota Connected Europe in the UK and Toyota Motors North America in the USA.
• Toyota entities located overseas including Toyota Motor Corporation in Japan for research and development purposes, including improving vehicle quality, and conducting vehicle diagnostics.

13. Accessing and correcting your information

You can generally access and request the correction of information we hold about you by contacting us in any of the ways set out at the bottom of this policy. Please note that the organisations comprising the OneLexus Network (that is, each of Lexus Australia, Lexus Financial Services, each Lexus dealer and Lexus Insurance) are separate organisations, and each organisation may hold different information about you (if any).

We may charge an access fee to recover the reasonable costs incurred. This charge is only designed to help us reasonably recover the costs associated with providing you with access and does not apply to the making of the request. Before we act on a request, we will provide an estimate of the access fee and ask you to agree to it.

Access to your information may be refused in a number of circumstances, such as where the information relates to anticipated legal proceedings or if the request for access is frivolous or vexatious. If we deny or restrict your access, we will write to you to let you know why, unless, having regard to the grounds for the refusal, it would be unreasonable for us to do so. You may make a complaint about a refusal to the Office of the Australian Information Commissioner.

We rely on the information that we hold about you to provide our products and services to you, and to perform our business functions. Therefore, it is very important that the information we hold is accurate, complete, up to date and relevant. This means that, from time to time, we may ask you if your information is still accurate and up to date. If you find that any information that we hold about you is incorrect, you should contact us immediately and we will take reasonable steps to correct it.

14. Your Responsibilities

To ensure the information we hold is accurate, complete, up to date and relevant, we require that you:

• notify us of the sale or transfer of your Lexus vehicle
• notify us if you have purchased or acquired your Lexus vehicle outside of the Lexus Dealer network; and
• if your vehicle has an enabled Connected Services functionality, inform passengers and drivers of your connected vehicle that vehicle data is collected and used by us for Connected Services.

If you do not notify us of a sale, purchase, acquisition or transfer of a vehicle, we may continue to send communications in relation to that vehicle to the last known registered owner in our records.

15. Resolving concerns

If you believe that your privacy has been compromised, or if you feel that we have breached the privacy laws, you are entitled to make a complaint. Complaints can be made by contacting the person or department you were dealing with, or by contacting us using our contact details set out at the bottom of this policy.

We endeavour to respond to you within 24 hours to acknowledge the complaint and explain how we will investigate it. This may include consulting with the CRB or other credit providers if the complaint relates to your credit information. We will try to resolve your complaint within 20 working days and write to you to explain the reasons for our decision. When this is not possible, we will contact you and let you know how long it will take for us to resolve your complaint.

If your complaint is not satisfactorily resolved, you can contact us to discuss your concerns or lodge a complaint with Office of the Australian Information Commissioner by visiting oaic.gov.au, calling 1300 363 992 or emailing [email protected]. If your complaint relates to your finance with us you may access the Australian Financial Complaints Authority at afca.org.au or by calling 1800 931 678.

16. Contacting us

If your enquiry relates to Lexus Australia (Lexus vehicles, parts, accessories, roadside assistance), you can contact Lexus Australia by:

• Email: [email protected]
• Telephone: 1800 023 009
• Post: Lexus Customer Assistance Centre PO Box 1676 North Sydney NSW 2059

If your enquiry relates to Connected Services, you can contact Lexus Connected Account Enquiries on 1300 064 789

If your enquiry relates to Lexus Financial Services (including Lexus Financial Services, and insurance products), you can contact Lexus Financial Services National Customer Solutions Centre by:

• Email: [email protected]
• Telephone: 1300 888 840
• Post: Lexus Financial Services PO Box 7212 Melbourne VIC 3004

You can contact us without identifying yourself or by using a pseudonym. However, if you do not identify yourself or provide your contact details, we may not be able to respond to your query.

If you contact us on behalf of another person, we will require evidence of your authority to act on behalf of that other person.

17. Amendments

We may change this Privacy Policy at any time by publishing the amended version on our website.

Toowoomba Motors Pty Ltd (ABN 761 53536406) (Lexus of Toowoomba) aims to provide its customers with the best possible products and services. We also want our customers to have confidence that we afford personal information an appropriate level of privacy, consistent with the National Privacy Principles set out in the Privacy Act 1988 (Cth) (Privacy Act) and with the Spam Act 2003 (Cth).

Please note that Lexus Motor Corporation Australia Limited (Lexus Australia) operates separately to Lexus of Toowoomba. For details of Lexus Australia's Privacy Policy, see http://www.Lexus.com.au/privacy

What is Personal Information?

Personal information is information in any recorded form that identifies an individual or from which an individual's identity can reasonably be ascertained. Examples include an individual's name,

Why does Lexus of Toowoomba collect personal Information?

Lexus of Toowoomba collects personal information for a range of purposes, including to:

• Respond to customer queries about the products and services that we offer;
• Confirm that customers are properly licensed for the purposes of taking a test drive or using one of our hire vehicles;
• Supply products and services (including new and used vehicles, parts, accessories and any applicable warranties);
• Process payment for products and services (including considering applications for credit where relevant);
• To coordinate delivery of your vehicle and ensure that your vehicle is delivered to your satisfaction;
• Consider, process and record the purchase of trade-in vehicles;
• Carry out vehicle repairs and servicing, supply parts and accessories, supply products such as lubricants and automotive fluids and maintain any applicable warranties;
• Arrange for products and services to be supplied to customers by third parties (including Lexus of Toowoomba sub-contractors) where appropriate (for example, extended warranty and roadside assistance services and financial and insurance products in respect of vehicles purchased from us; or fitment of non-genuine parts and accessories, panel beating services or windscreen replacement in respect of vehicles we are repairing) (these people may contact you directly for this purpose); and to conduct competitions.

Lexus of Toowoomba also uses the personal information that it collects to:

• Maintain records for accounting and administration purposes;
• Administer warranty claims;
• Provide customer support;
• Respond to customer complaints;
• Administer safety-related product recalls;
• Analyse customer needs and develop customer strategies; and
• Meet legal and regulatory requirements.

Customer satisfaction surveys, service reminders and direct marketing

From time to time, Lexus of Toowoomba surveys its customers on a range of issues, including new vehicle satisfaction and the quality of our service. These surveys help us to improve our products and services and tailor the way that we do business with you. If you do not wish to participate in these surveys, please contact the Lexus of Toowoomba Guest Experience Department (details provided at the end of this Privacy Policy).

If you consent, Lexus of Toowoomba may use your personal information to send you service reminders and information about our products and services, including special offers. We may also send our customers information about products and services of businesses associated with Lexus of Toowoomba. If you no longer wish to receive this information, please contact the Lexus of Toowoomba Guest Experience Department.

If you do not wish to receive Customer Satisfaction Surveys or other marketing information from Lexus Australia, please contact Lexus Australia directly on 1800 023 009 (you will still receive safety-related messages).

What sort of personal information does Lexus of Toowoomba collect?

The type of personal information that we collect will depend on the circumstances of collection. For example, we may collect your name, date of birth, address, telephone number, email address and vehicle purchase and service history. For vehicle purchases, we also collect information such as the vehicle make, model and colour, options and accessories supplied, price paid, trade-in details, vehicle identification number, registration details, driver's licence number, odometer reading, finance and insurance details and details of any roadside assistance services or extended warranty purchased. We may also collect details of other interactions that you have with us, together with any other information that you choose to provide us with.

The collection of sensitive information (for example, racial origin, religious beliefs and health information) is restricted by the Privacy Act. Lexus of Toowoomba will not collect sensitive information about you unless this is necessary for one of Lexus of Toowoomba's functions or activities and you have consented to that collection, or Lexus of Toowoomba is otherwise required or authorised by or under law to do so.

How does Lexus of Toowoomba collect personal information?

Much of the personal information that we hold is collected when you purchase a vehicle or parts and accessories from us, when you trade-in a vehicle or when you have your vehicle repaired or serviced by us. We may also collect personal information in a number of other ways, for example when you:

• Contact us with a query (whether in person, or by phone, fax, email, through the forms on the Lexus of Toowoomba website or through carsales.com.au or drive.com.au);
• Take a vehicle for a test drive or use one of our hire vehicles;
• Enter a competition conducted by us; or
• Respond to one of our direct marketing campaigns

If you have purchased a vehicle with the Lexus Enform system, information such as vehicle diagnostic data, odometer reading, vehicle location and vehicle speed will be collected directly from your vehicle. Please refer to the Lexus Enform terms and conditions at www.lexus.com.au/smallprint/Enform

Website Collection of Information

Some of the information that is collected on our website is not personal information, because it does not reveal your identity. For example, we may record your server address, domain name, the date and time of your visit to this site and the pages that you viewed. This information is used by us in anonymous, aggregated form only, for statistical and web site development purposes.

However, Lexus of Toowoomba reserves its right to use or disclose this information to try to locate an individual if it reasonably believes that the individual may have engaged in any unlawful or inappropriate activity in connection with this website.

A cookie is a small data file that a web site transfers to your internet browser for identification purposes. The cookies that we use do not identify you individually. Instead, they identify your internet browser.

We use cookies to maintain session information about you when you log into our website, which enables us to personalise your current visit.

Most internet browsers are set to accept cookies. If you prefer not to receive them, you can adjust your browser to reject cookies, or to notify you when they are being used. There are also software products available that can manage cookies for you. Rejecting cookies can however limit the functionality of this website.

Third Party Collection of Information

Sometimes, we may collect your personal information from third parties, for example where:

1. You respond to a Customer Satisfaction Survey conducted by Lexus Australia or a vehicle industry survey and the survey results are provided to Lexus of Toowoomba;
2. We collect information such as your warranty details and service history from Lexus Australia or from another authorised Lexus dealer, to facilitate the provision of services to you; or
3. We have arranged for third parties to supply you with products and services and those third parties provide us with information about the products or services that you have purchased from them (please note that we do not collect your credit or financial details from finance or insurance suppliers)

What if you don't provide your personal information to Lexus of Toowoomba?

If Lexus of Toowoomba is unable to collect personal information from or about you, it may prove difficult to do business with you or the organisation with which you are connected.

When does Lexus of Toowoomba disclose personal information to third parties?

In providing our customers with products or services, we may disclose personal information to third parties. In particular, your personal information may be disclosed to Lexus Australia, Lexus Motor Corporation (Lexus's Japanese parent company) and their related bodies corporate. Information such as warranty details and service history may also be disclosed to other authorised Lexus dealers, to help them better serve your needs.

Other third parties with whom we may share your personal information include, where appropriate:

• Finance, insurance, extended warranty and roadside assistance providers (where you have requested that they supply products and services to you);
• Providers (including Lexus of Toowoomba sub-contractors) of outsourced vehicle repair and maintenance services (such as panel beaters and windscreen repairers) (these people may contact you directly for this purpose);
• Valuers (to assess the value of your vehicle) and vehicle registries (to check whether a trade in vehicle is encumbered);
• Government authorities (for example for vehicle registration and compulsory third party (bodily injury) insurance or as required under financial transactions reporting or anti-money laundering legislation) police, local council authorities or our insurers if a test drive or hire vehicle is involved in any parking or traffic infringements or is damaged whilst in your possession;
• Financial institutions for payment processing referees, referrals or guarantors whose details you have provided to us;
• Lexus of Toowoomba's contracted service providers (Contracted Service Providers), including, without limitation:
• Website designers and information technology service providers;
• Marketing and communications agencies;
• Call centres and call training centres;
• Mailing houses, freight and courier services;
• Printers and distributors of direct marketing material; and
• External business advisors (such as auditors, lawyers and debt collectors).

In the case of Contracted Service Providers, we may disclose personal information to the Contracted Service Provider and the Contracted Service Provider may in turn provide us with personal information collected from you in the course of providing the relevant products or services. We take steps to help ensure that our Contracted Service Providers comply with the National Privacy Principals when they collect and handle your personal information.

We may also disclose personal information to third parties where required or authorised by or under law to do so with your consent (which may be written, verbal or implied from your conduct).

OneLexus Network

Lexus of Toowoomba is part of the OneLexus network of Lexus organisations in Australia (each a OneLexus organisation), comprising:

• authorised Lexus dealers in Australia;
• Lexus Australia, a division of Toyota Motor Corporation Australia Limited;
• Toyota Finance Australia Limited, trading as Lexus Financial Services; and
• Aioi Nissay Dowa Insurance Company Australia Pty Ltd trading as Lexus Insurance.

Lexus of Toowoomba and other OneLexus organisations collect and share with each other customer and guest information, including data collected from Connected Services, to provide you an integrated OneLexus guest experience, such as allowing you to be known across the network regardless of which OneLexus organisation you deal with and to provide you with products, services, information and assistance, respond to your enquiries and help keep your information up to date. Your information may be disclosed to OneLexus network service providers in Australia and overseas for these purposes.

For more information about how Toyota Motor Corporation Australia Limited and Toyota Finance Australia Limited handle your information, please see their combined Privacy Policy at lexus.com.au/privacy. The privacy policies of Lexus Insurance are also available at that address.

OneLexus Marketing

OneLexus organisations may send you marketing to inform you about products or services, special offers, promotions and events that may be of interest to you. These marketing communications may include joint promotions with promotion partners, and may be sent to you using any contact details provided by you, such as post, phone, email or SMS.

Please note that each of the OneLexus organisations are separate organisations. If you do not wish to receive marketing from one organisation, you can let that organisation know at any time using the contact details in their privacy policy (available on their website or lexus.com.au/privacy) or using the “unsubscribe” or other opt-out function offered by the organisation.

Your consent to receive marketing from a OneLexus organisation will be deemed to be ongoing if you do not opt out when you are offered the opportunity to do so, or unless and until you advise the relevant organisation otherwise.

Spam

We will not send you any commercial electronic messages such as SMS or email without your consent. Any commercial electronic message that we send will identify Lexus of Toowoomba as the sender and will incorporate our contact details. The message will also provide an unsubscribe facility. If you do not wish to receive commercial electronic messages from us, please use the unsubscribe facility or contact the Lexus of Toowoomba Guest Experience Department.

Ensuring personal information is up-to-date

We rely on the personal information we hold in conducting our business. We take reasonable steps to ensure that the personal information we hold is accurate complete and up-to-date.

Security of personal information

The security of information is important to Lexus of Toowoomba and we take precautions to protect the personal information that we hold from misuse, loss, unauthorised access, modification or disclosure.

Some of the ways we protect personal information include:

• External and internal premises security;
• Restricted access to personal information to staff who need it to perform their day to day functions;
• Conducting training to ensure that staff are aware that they must only access, use and disclose personal information for appropriate purposes;
• Requiring staff who have access to personal information to agree to protect the privacy of that information;
• Maintaining technology products to prevent unauthorised computer access, including identifiers and passwords; and
• Maintaining physical security over paper records

How long does Lexus of Toowoomba keep personal information?

We will take reasonable steps to destroy or permanently de-identify personal information that is no longer needed for any purpose that is permitted by the Privacy Act.

Use of Commonwealth government identifiers

We will not use Commonwealth government identifiers (Identifiers) (such as Medicare numbers) as our own identifier of individuals. We will only use or disclose Identifiers in the circumstances permitted by the Privacy Act.

Transfer of personal information overseas

If Lexus of Toowoomba transfers your personal information outside Australia, we will comply with requirements of the Privacy Act that relate to transborder data flows. Please note that some of the servers on which Lexus Australia's customer information is held are located overseas and owned by Lexus Motor Corporation (Lexus Australia's Japanese parent company). As a result, personal information collected and held by Lexus Australia may be transferred overseas (in particular, Japan) to be held on these servers.

Access to your personal information

Please contact the Lexus of Toowoomba Guest Experience Department if you would like to access or correct the personal information that we hold about you. We will generally provide you with access to your personal information. Depending on the amount of information requested, Lexus of Toowoomba may charge an access fee to cover the cost of retrieving the information and supplying it to you.

Access to personal information may be refused in a number of circumstances, such as where the information relates to anticipated legal proceedings or the request for access is frivolous or vexatious. If we deny or restrict your access, we will explain why. Similarly, in some limited circumstances we may not make requested corrections to personal information, in which case we will provide you with reasons for this decision.

Job applicants and employees

Any personal information provided to Lexus of Toowoomba in connection with job applications may be used to consider the applicant for current and future employment and may be disclosed to our third party advisors to assist us in the selection and recruitment process. If your application for employment is successful, Lexus of Toowoomba will rely on the exemption in the Privacy Act relating to employee records where applicable.

Resolving concerns

If you have any concerns about the way your personal information is managed by Lexus of Toowoomba, or believes that a breach of your privacy has occurred, please let us know by contacting the Lexus of Toowoomba Guest Experience Department. We will respond to your concerns as soon as possible.

Contact details and additional information

If you would like more information about Lexus of Toowoomba's approach to privacy, or if you wish to contact us regarding the information set out in this policy, please contact us:

Lexus of Toowoomba's Guest Experience Department
Rianna Cooper
597 Ruthven St, Toowoomba Qld 4350 Australia
Ph: (07) 4631 6000
Email: [email protected]

Changes to this policy

We may amend this policy from time to time at our discretion.

Amended versions will be posted on our website at www.lexusoftoowoomba.com.au and will be available from Lexus of Toowoomba's Guest Experience Department.