EZ Rentals Legal Centre

Privacy Policy

Last updated 12 July 2026

How EZ Rentals collects, uses, discloses and protects personal information.

On this page

This policy explains how EZ Rentals collects, uses, discloses, secures, and provides access to personal information.

1. Overview And Scope

1.1 EZ Rentals Pty Ltd ("EZ Rentals", "we", "us", or "our") respects your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) ("Privacy Act") and the Australian Privacy Principles (APPs) set out in Schedule 1 of the Privacy Act.

1.2 This Privacy Policy applies to all personal information we collect, hold, use, and disclose in connection with our vehicle rental services, website, mobile applications, and customer interactions.

1.3 This Privacy Policy was last updated on 12 July 2026 and forms part of our Terms and Conditions. We may update this policy from time to time, and the current version will be published on our website at https://www.ezrentals.com.au/legal/privacy-policy.

2. Information We Collect

2.1 Personal Information

We collect personal information that is reasonably necessary for our business operations and to provide you with our services. The types of personal information we collect include:

  1. (a) Identity Information: full name, date of birth, driver licence number and state/territory of issue, passport number (for international renters), and photograph (for identity verification);
  2. (b) Contact Information: residential address, postal address, phone number (mobile and landline), and email address;
  3. (c) Financial Information: payment details processed for bookings, bonds, charges, and refunds, payment history, and credit or identity verification results where applicable;
  4. (d) Rental History: previous rentals with EZ Rentals, Vehicle preferences, incident history, and infringement records;
  5. (e) Digital Information: IP address, browser type, device identifiers, location data (with consent), website usage patterns, and cookie data; and
  6. (f) Communication Records: emails, phone call recordings (with prior notice), complaints, and feedback.

2.2 Sensitive Information

We generally do not collect sensitive information (as defined in the Privacy Act) unless required by law or with your explicit consent. Sensitive information may include health information (e.g., disability or medical conditions affecting driving ability) if you voluntarily disclose it to request an assistance animal or modified Vehicle. We will only collect, use, and disclose sensitive information in accordance with the Privacy Act.

2.3 Anonymity and Pseudonymity

Where practicable, you may interact with us on an anonymous or pseudonymous basis (e.g., browsing our website without logging in). However, we cannot provide rental services without collecting your personal information.

3. Purpose Of Collection And Use

3.1 Primary Purposes

We collect, hold, use, and disclose your personal information for the primary purposes of:

  1. (a) processing and managing your booking and rental;
  2. (b) verifying your identity, age, and licence validity;
  3. (c) processing payments, bonds, and refunds;
  4. (d) providing customer support and responding to enquiries;
  5. (e) managing insurance claims and incidents;
  6. (f) preventing fraud, money laundering, and identity theft;
  7. (g) complying with legal obligations, including traffic infringement administration, compulsory insurance requirements, and taxation laws; and
  8. (h) ensuring the safety and security of our Vehicles, staff, and customers.

3.2 Secondary Purposes

With your consent (which may be withdrawn at any time), we may also use your personal information for:

  1. (a) direct marketing, including promotional offers, newsletters, and loyalty program communications;
  2. (b) market research and customer satisfaction surveys;
  3. (c) improving our products, services, and website functionality; and
  4. (d) analysing customer trends and preferences for business development.

3.3 Legal Basis for Processing

We collect, use, and disclose personal information where permitted by the Privacy Act, including:

  1. (a) where reasonably necessary to provide our services and perform the Rental Agreement;
  2. (b) to comply with legal obligations;
  3. (c) for related purposes that you would reasonably expect; and
  4. (d) with your consent where consent is required, including for sensitive information and direct marketing.

4. Disclosure Of Personal Information

4.1 Categories of Recipients

We may disclose your personal information to:

  1. (a) Insurance Providers: our insurers, loss adjusters, and underwriters for the purpose of assessing risk, processing claims, and managing insurance coverage;
  2. (b) Debt Collection Agencies: collection agencies and credit reporting bodies for the purpose of recovering overdue debts and listing defaults;
  3. (c) Government Authorities: police, courts, road transport authorities, and other government bodies as required by law or for the administration of traffic infringements, tolls, and compulsory insurance;
  4. (d) Toll Operators: electronic tolling providers and toll road operators for the purpose of administering toll charges and account management;
  5. (e) Payment Processors: merchant service providers, banks, and payment gateways for the purpose of processing transactions;
  6. (f) Legal Advisers: our lawyers and legal representatives for the purpose of obtaining legal advice, managing disputes, and enforcing our rights;
  7. (g) Service Providers: IT service providers, cloud storage providers, marketing agencies, and customer relationship management platforms that assist us in our business operations, subject to contractual confidentiality and security obligations; and
  8. (h) Other Recipients: other persons or organisations where you have authorised the disclosure or where disclosure is otherwise permitted or required by law.

4.2 Overseas Disclosure

Some technology, cloud hosting, analytics, communications, and payment service providers may store or process information outside Australia, including in the United States and other countries in which those providers operate. Where personal information is disclosed to an overseas recipient, we take reasonable steps required by APP 8. You may contact our Privacy Officer for further information about likely overseas disclosures.

4.3 Required by Law

We may disclose your personal information where required or authorised by Australian law, including under court orders, subpoenas, statutory notices, and law enforcement requests.

4.4 Permitted General Situations

We may disclose your personal information in permitted general situations under the Privacy Act, including where necessary to prevent or lessen a serious threat to life, health, or safety.

5. Data Security And Breach Notification

5.1 Security Measures

We implement a range of technical, physical, and administrative security measures to protect your personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. These measures include:

  1. (a) access controls and authentication measures;
  2. (b) encryption and secure transmission where appropriate;
  3. (c) restricted access based on business need;
  4. (d) staff privacy and security practices;
  5. (e) secure disposal or de-identification of records when no longer required; and
  6. (f) reasonable contractual and security controls for relevant service providers.

5.2 Data Breach Notification

If we suspect that a data breach involving personal information may be likely to result in serious harm, we will:

  1. (a) take reasonable steps to contain the breach and reduce potential harm;
  2. (b) conduct an assessment as expeditiously as practicable and generally within 30 days;
  3. (c) if we form a reasonable belief that an eligible data breach has occurred, notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as soon as practicable; and
  4. (d) provide the information and recommendations required by the Privacy Act.

5.3 Retention and Destruction

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including for legal, insurance, and accounting purposes. Typically, we retain rental records for 7 years from the date of the rental. After this period, we securely destroy or de-identify your personal information in accordance with our records management policy.

6. Access And Correction

6.1 Access Requests

You may request access to your personal information held by us at any time. To make a request, please contact our Privacy Officer using the details in clause 8. We will respond to your request within 30 days of receipt. We may charge a reasonable fee for processing your request (not exceeding our actual costs of retrieval), but we will not charge a fee for correcting your personal information.

6.2 Correction Requests

If you believe that any personal information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, you may request a correction. We will take reasonable steps to correct the information within 30 days of your request. If we refuse to correct your information, we will provide you with written reasons and notify you of your right to complain to the OAIC.

6.3 Refusal of Access or Correction

We may refuse to provide access or correct your personal information in circumstances permitted by the Privacy Act, including where providing access would pose a serious threat to life, health, or safety, or where access is frivolous or vexatious. If we refuse, we will provide written reasons and information about your review rights.

7. Cookies And Analytics

7.1 What Are Cookies

Cookies are small text files stored on your device when you visit our website. They help us recognise your device, remember your preferences, and improve your browsing experience.

7.2 Types of Cookies We Use

  1. (a) Essential Cookies: necessary for the website to function (e.g., session management, booking functionality);
  2. (b) Performance Cookies: collect information about how you use our website (e.g., pages visited, error messages) to help us improve performance;
  3. (c) Functionality Cookies: remember your preferences and choices (e.g., language, location) to provide enhanced features;
  4. (d) Targeting/Advertising Cookies: used to deliver relevant advertisements and measure the effectiveness of our marketing campaigns.

7.3 Analytics Tools

We may use website analytics and performance tools to understand website traffic and improve our services. Depending on the tools enabled, they may collect information such as IP address, device and browser information, pages visited, referral information, and time spent on the website. Information is aggregated or de-identified where reasonably practicable.

7.4 Managing Cookies

You can manage or disable cookies through your browser settings. However, disabling essential cookies may prevent you from using certain features of our website, including online booking.

7.5 Third-Party Cookies

Our website may include content and links from third parties (e.g., social media platforms, payment gateways) that may set their own cookies. We do not control these cookies and recommend you review the privacy policies of these third parties.

8. Contact And Complaints

8.1 Privacy Officer Contact

Privacy enquiries, access requests, correction requests, and complaints should be directed to our Privacy Officer:

Privacy Officer
EZ Rentals Pty Ltd
Email: support@ezrentals.com.au
Phone: 0406 434 303
Website: https://www.ezrentals.com.au/legal/privacy-policy

8.2 Complaint Handling

If you have a privacy complaint, we will:

  1. (a) acknowledge your complaint within 2 Business Days of receipt;
  2. (b) investigate your complaint and provide a written response within 30 days;
  3. (c) if we cannot resolve your complaint to your satisfaction, inform you of your right to complain to the Office of the Australian Information Commissioner (OAIC); and
  4. (d) cooperate fully with the OAIC in the investigation and resolution of any complaint.

8.3 OAIC Contact Details

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Phone: 1300 363 992
Website: https://www.oaic.gov.au/contact-us