Privacy and security
The TransLink Transit Authority is committed to protecting your personal information. Our objective is to protect the privacy, accuracy and security of your personal information in accordance with the Information Privacy Act 2009 (Qld).
Collecting information
We will only collect personal information that is relevant and necessary for our functions and activities.
We collect and store personal information that you, our contractors or business partners provide to us.
Personal information collected by TransLink generally comprises name, address, date of birth, gender, contact details (such as phone, fax and email), certain financial information (such as credit card details or bank account details) and information relevant to concession fares (such as student or pension details).
Website
When you visit our website, our server makes a record of your visit and logs the following information for statistical purposes only:
- The user's server address.
- The user's top level domain name (for example .com, .gov, .au, and so on).
- The date and time you visited the website.
- The pages accessed and documents downloaded.
- The type of browser you use.
- No attempt will be made to identify users, or their browsing activities, unless we are lawfully required to do so for an investigation or law enforcement purposes.
Emails
Your email address is recorded if you send us an email, however, we will not use your email address other than for the purpose for which you provided it. Emails in which assistance is requested will be forwarded to the relevant TransLink Transit Authority officer and/or our contactor and business partner.
Email correspondence sent to this website will be treated as a public record and will be retained in line with relevant legislation.
Email messages may be monitored by our web team for system troubleshooting and maintenance purposes.
Smart card (including go card)
Our use of your personal information will depend on whether you are a 'registered' smart card holder or whether you obtain an 'unregistered' smart card.
Unregistered smart cards
If you obtain an unregistered smart card - your details will be retained as follows:
| Unregistered smart cards | Retention of personal information | Record of financial transaction | Hardcopy of financial transaction | Archive period |
|---|---|---|---|---|
| Cash/Debit card/Credit card | Not retained | 3 Years | 7 Months | 5 Years |
Registered smart cards
If you choose to register your smart card, your personal information will be securely held on the central computer and linked to the serial number of your smart card. Your physical smart card will not hold any personal information.
Your personal information may be used for the following purposes:
- Allowing you to top up your smart card;
- Allowing you to obtain a replacement card;
- Allowing you to 'hotlist' or cancel a lost or stolen card to protect the stored value;
- Allowing you to access your journey history;
- Allowing us to notify you of changes to your smart card (for example impending card expiry);
- Allowing us to address any queries and complaints you may have regarding your smart card;
- Providing you with information directly related to our functions and activities; and
- Facilitating security measures to guard against fraud or inappropriate use of your card.
Call centre
If you call the call centre, your telephone call will be recorded. This assists TransLink to carry out its functions and objectives.
If you do not want your telephone call recorded, you may tell the consultant this. If you tell the consultant that you do not want your telephone conversation recorded, you will be directed to the TransLink website or requested to mail your enquiry to TransLink in writing.
If you agree to the telephone call being recorded, all voice recordings are handled in accordance with the Information Privacy Act 2009.
CCTV and audio voice recordings
At times, while using TransLink services, you may be video recorded by way of CCTV or conversations you have with TransLink staff and business partners may be audio recorded. TransLink makes these recordings to assist with ensuring the safety of passengers, TransLink staff and business partners and to ensure the security of the TransLink network.
All video and audio recordings are made and handled by TransLink in accordance with the Information Privacy Act 2009 and any relevant legislation.
Disclosure of personal information
In order to perform our functions and activities, we may be required to disclose your personal information to third parties, such as:
- Your bank or financial institution;
- Business partners where we outsource functions, such as information services, software development or transport planning;
- Our contracted public transport business partners, such as Queensland Rail
- Research organisations for the purpose of obtaining data about our services to assist us to improve the delivery of or functions and activities;
- Other organisations such as law enforcement agencies which we may be required to disclose information to as required by law.
Personal information quality
We take reasonable steps to ensure that your personal information is stored accurately.
Please contact us if you believe the personal information we hold about you is not complete or up to date. (See contacting us below).
If we disagree with your request to correct your personal information, you may request that a statement noting your disagreement be attached to your information.
Personal information security
We will protect the personal information we hold against loss, unauthorised access, use, modification and disclosure. We have a range of physical and technological procedures in place to provide a secure environment.
Cookies
The TransLink Transit Authority website uses cookies for the journey planner. A cookie is a piece of information or small file that an internet website sends to your browser when you access information at that site. No attempt is or will be made to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect activity logs.
External links
The website contains links to non-TransLink Transit Authority websites. The TransLink Transit Authority is not responsible for the privacy or security practices or the content of those websites.
Contact us
If you have any queries about our privacy and security practices, please contact:
Privacy Officer
TransLink Transit Authority
GPO Box 50
Brisbane
Queensland 4001
Email privacy@translink.com.au
Phone 3167 4324
National Relay Service
- TTY (teletypewriter): 13 36 77 and ask for (07) 3167 4324
- Speak and Listen (speech-to-speech relay): phone 1300 555 727 and ask for (07) 3167 4324
- Internet relay: connect to the National Relay Service and ask for (07) 3167 4324
For general information on TransLink contact our call centre on 13 12 30.
