Last updated: October 2023

At Melbourne Euro, we respect your privacy and are committed to protecting the personal information of our customers, employees, contractors, website visitors and other individuals who interact with our business. This Privacy Policy explains how we collect, use, store, process, disclose and protect personal information through our website, workshop operations, telephone communications and automotive services.

We handle personal information in accordance with applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), where applicable.

1. About Melbourne Euro

Melbourne Euro is an independent European vehicle specialist located in Campbellfield, Victoria.

We provide European vehicle servicing, diagnostics, mechanical repairs, electrical repairs, electronic programming, transmission repairs and performance tuning.

Business details

• Business Name: Melbourne Euro
• ABN: 66 732 259 739
• Address: Factory 4, 23 Cooper Street, Campbellfield VIC 3061
• Phone: 1800 635 387
• Email: info@melbourneeuro.com.au
• Website: https://melbourneeuro.com.au

2. Personal Information We Collect

Depending on how you interact with Melbourne Euro, we may collect the following information.

Personal and Contact Information

• Full name
• Email address
• Telephone number
• Residential or business address
• Business or company details
• Contact preferences
• Customer enquiries and correspondence
• Appointment and booking details
• Identification documents where necessary

Vehicle Information

When providing automotive services, we may collect:

• Vehicle make, model and year
• Vehicle Identification Number (VIN)
• Registration number
• Odometer readings
• Vehicle ownership or authorisation documents
• Service and maintenance history
• Diagnostic trouble codes (DTCs)
• Electronic control unit (ECU) identification and software information
• Transmission control unit (TCU) information
• Vehicle fault reports and technical diagnostic data
• Repair history and warranty information
• Vehicle configuration and coding data
• Photographs and videos documenting vehicle condition and repairs

Vehicle information may be considered personal information where it can reasonably identify an individual or is linked to an identifiable customer.

Website and Technical Information

When you visit our website, certain information may be collected automatically, including:

• IP address
• Browser type and version
• Device type and operating system
• Pages visited and time spent on the website
• Referral sources
• Website interactions
• Cookie identifiers
• Advertising conversion events

Telephone Communications

We may collect and retain:

• Incoming and outgoing telephone numbers
• Call dates, times and durations
• Voice recordings
• Customer conversations
• Call transcripts and summaries
• AI-generated analysis and assessments
• Customer instructions and authorisations provided over the telephone

Employment and Contractor Information

Where relevant, we may also collect information about employees, job applicants and contractors, including contact information, qualifications, employment history, references, emergency contact details and information necessary to administer their engagement.

3. How We Collect Personal Information

Melbourne Euro may collect personal information when you:

• Complete an online booking or enquiry form
• Contact us by telephone, email or messaging service
• Visit our workshop
• Request a quotation or diagnostic assessment
• Authorise vehicle servicing or repairs
• Purchase products or services
• Submit feedback or a review
• Interact with our advertising or website
• Communicate with us through social media
• Participate in a promotion or customer survey

We may also receive information from vehicle owners, authorised representatives, fleet operators, insurers, warranty providers, manufacturers, suppliers and other parties involved in providing an authorised automotive service.

Where practical, we collect personal information directly from you.

If you provide personal information about another individual, please ensure you have appropriate authority and inform that person about this Privacy Policy where practicable.

4. How We Use Your Information

Melbourne Euro collects and uses personal information for legitimate business purposes, including:

• Scheduling and managing workshop appointments
• Performing vehicle inspections, servicing and repairs
• Conducting diagnostic testing and electronic programming
• Preparing quotations, invoices and service reports
• Processing payments and maintaining financial records
• Managing warranty and insurance claims
• Communicating vehicle repair progress
• Providing customer support and follow-up services
• Sending service reminders and relevant communications
• Responding to enquiries and complaints
• Improving workshop operations and customer experience
• Understanding website traffic and marketing performance
• Training employees and improving service quality
• Preventing fraud and investigating disputes
• Meeting applicable legal and regulatory obligations

We may also use information to provide relevant marketing communications where permitted by law.

You may opt out of promotional communications at any time.

5. Telephone Call Recording and Monitoring

Recording of Telephone Conversations

Melbourne Euro records all incoming and outgoing telephone conversations as part of its current business operations.

These recordings may contain:

• Voices and conversations of callers and Melbourne Euro representatives
• Incoming and outgoing telephone numbers
• Call dates, times and durations
• Customer instructions and repair authorisations
• Vehicle information and service requirements
• Quotations and pricing discussions
• Complaints, disputes and customer feedback
• Other information voluntarily provided during conversations

Purposes of Call Recording

Telephone recordings may be used for:

• Maintaining accurate records of customer communications
• Verifying customer instructions and repair authorisations
• Confirming quotations, pricing and service agreements
• Quality assurance and customer service improvement
• Employee training, coaching and performance assessment
• Investigating complaints, disputes and incidents
• Fraud prevention and security
• Verifying statements, transactions and communications
• Legal proceedings and regulatory compliance
• Internal auditing and operational improvements
• AI-assisted transcription, analysis and verification

Notification of Recording

Incoming callers receive an automated notification advising that calls are recorded.

For outgoing calls, Melbourne Euro representatives currently provide recording notifications on some calls. We are reviewing our procedures to ensure appropriate and consistent notification, and to establish consent or another lawful basis wherever required.

The publication of this Privacy Policy does not replace any recording notification, consent or authorisation required by law.

6. Artificial Intelligence and External Transcription Services

Melbourne Euro may submit telephone recordings, transcripts or associated information to external technology providers, including publicly available artificial intelligence platforms, transcription services and auditing tools.

These services may be used to:

• Convert conversations into written transcripts
• Generate summaries of customer interactions
• Identify service requirements and follow-up actions
• Assess communication quality
• Support employee training and performance reviews
• Verify information discussed during calls
• Identify inconsistencies or potential disputes
• Assist with operational reporting
• Improve customer service processes

Depending on the external service, recordings and associated personal information may be processed or stored outside Australia.

Some public AI services may retain information or use submitted content to improve their systems, subject to their terms and settings.

Melbourne Euro is reviewing its use of these services to ensure appropriate safeguards, including minimising identifiable information, controlling access and evaluating data retention arrangements.

We will only upload or disclose personal information where permitted by applicable law and where appropriate notification, consent and protective measures have been established.

AI-generated transcripts, summaries and assessments may contain inaccuracies and should be reviewed by an authorised person before being relied upon for important decisions.

7. Telephone Recording Retention

Melbourne Euro currently maintains an ongoing historical archive of telephone recordings and associated call records.

Our current operational practice is to retain these records indefinitely for purposes that may include:

• Historical verification of customer instructions
• Dispute resolution
• Quality assurance
• Employee training
• Fraud prevention
• Business continuity
• Legal and regulatory matters

We recognise that indefinite retention may not be appropriate or lawful in every circumstance.

Melbourne Euro is reviewing its retention procedures to ensure that personal information is deleted or de-identified when it is no longer reasonably required for a lawful purpose, except where a legal obligation or applicable exception permits further retention.

Access to telephone recordings is restricted to authorised personnel and service providers who require access for legitimate business purposes.

Recordings may be disclosed to legal advisers, insurers, regulators, courts, law enforcement agencies or dispute resolution bodies where permitted or required by law.

8. Vehicle Dashcams, GPS Trackers and Surveillance Devices

Protecting the Privacy of Our Employees and Contractors

Melbourne Euro is committed to maintaining a safe, respectful and professional working environment for its employees, technicians, apprentices, contractors, visitors and other individuals working at or attending our premises.

We recognise that modern vehicles may contain cameras, microphones, GPS tracking systems, Bluetooth tracking devices and other technologies capable of recording or monitoring individuals.

While we respect our customers’ rights to protect their vehicles, we must also protect the privacy, safety and legitimate interests of individuals working on those vehicles.

Temporary Disconnection of Recording and Tracking Devices

When a vehicle is left with Melbourne Euro for inspection, diagnostics, servicing, repairs, programming or other authorised work, we may temporarily disable, disconnect, cover or otherwise prevent the operation of customer-installed surveillance or tracking devices where lawful, safe and technically appropriate.

These may include:

• Front-facing and rear-facing dashcams
• Interior-facing cameras
• Dashcams with audio recording functionality
• Aftermarket GPS tracking devices
• Apple AirTags and similar Bluetooth tracking devices
• Other aftermarket recording, surveillance or location-monitoring equipment

This measure is intended to prevent unauthorised recording or monitoring of our employees, technicians, contractors and other individuals during workshop operations.

Customer Responsibilities

Customers are requested to inform Melbourne Euro of any recording or tracking devices installed in their vehicles before handing over their keys. Customers should disable personal surveillance and recording equipment before leaving their vehicles with us. We ask customers to respect the privacy of our workers and refrain from using vehicle-installed devices to record private conversations, monitor workshop personnel or track individual workers without appropriate authorisation.

Manufacturer-Installed Systems

We recognise that some vehicles have integrated security, telematics, emergency assistance and location-tracking systems. Melbourne Euro does not routinely interfere with manufacturer-installed safety-critical systems. Any temporary disconnection or adjustment will be considered in light of technical requirements, vehicle safety, legal obligations and the potential effect on vehicle functionality.

Device Handling and Reconnection

Where we temporarily disconnect or disable an accessible device:

• We will take reasonable care when handling the equipment.
• We will avoid unnecessarily accessing personal recordings or stored information.
• We will not intentionally delete or modify customer recordings.
• We will endeavour to restore the device to its previous operational state before vehicle handover, where safe and reasonably practicable.
• We may notify the customer where a device cannot be restored, requires additional configuration or presents a technical concern.

Customers should verify the operation of their recording and tracking equipment when collecting their vehicles.

Exceptions and Security Incidents

Where necessary for safety, security, legal compliance or the investigation of an incident, Melbourne Euro may preserve or review relevant material to the extent permitted by law. This policy does not authorise interference with equipment or evidence where doing so would be unsafe or unlawful.

By leaving a vehicle with Melbourne Euro after being notified of this policy, customers acknowledge that reasonable and lawful measures may be taken to protect workshop personnel from customer-operated surveillance.

9. Vehicle Diagnostics and Manufacturer Systems

Melbourne Euro uses specialised automotive diagnostic equipment, manufacturer software and third-party technical platforms to diagnose, repair and program vehicles. Some services may require vehicle information to be processed or transmitted through systems operated by vehicle manufacturers or authorised technical service providers.

This may include:

• VIN and vehicle identification information
• ECU hardware and software identification
• Diagnostic fault information
• Vehicle configuration and coding data
• Software update information
• Immobiliser and security-related information
• Vehicle repair and service history
• Warranty and recall information

We use this information as reasonably necessary to provide requested services, support authorised technical operations or comply with applicable requirements. For security-sensitive services, such as key programming or immobiliser work, we may request proof of identity, ownership or authorisation. Where a manufacturer or external provider processes information independently, its privacy and data-handling practices may also apply.

10. Cookies and Website Tracking

Our website may use cookies and similar technologies to improve functionality, understand visitor behaviour and measure advertising effectiveness. Cookies are small files stored on your device when you visit a website. Depending on the technologies enabled on our website, these may include Essential Cookies, Analytics Cookies and Advertising Cookies. May help measure advertising performance, identify conversions and deliver more relevant advertisements. You can manage or disable cookies through your browser settings. Disabling certain cookies may affect website functionality.

Where consent is required by applicable law, we will seek it before using the relevant technologies.

11. Google Analytics and Google Ads

Melbourne Euro may use Google services, including Google Analytics, Google Ads and Google Tag Manager, to understand website performance and improve advertising campaigns.

These services may collect information about website visits, device characteristics, interactions and advertising conversions.

We may use this information to:

• Measure advertising effectiveness
• Understand customer interest in our services
• Improve website content and navigation
• Evaluate enquiries and booking conversions
• Deliver relevant advertising through Google’s advertising platforms

Google may process information in accordance with its own privacy policies.

Google Privacy Policy: https://policies.google.com/privacy

Google Advertising Preferences: https://myadcenter.google.com

12. Google Reviews, Customer Feedback and Media

Our website may display customer reviews obtained through Google Business Profile or associated integrations.

These reviews may include publicly available information, such as:

• Display name
• Star rating
• Review content
• Review date
• Public profile image

Public reviews remain subject to Google’s applicable policies.

If you submit feedback directly to Melbourne Euro, we may use it to respond to your concerns or improve our services.

We will seek appropriate permission before publishing non-public customer testimonials, photographs or videos that identify individuals for promotional purposes.

13. Workshop CCTV and Security Monitoring

Melbourne Euro does operate security cameras at its premises for legitimate purposes, including:

• Protecting customers, employees and visitors
• Preventing theft, vandalism and property damage
• Maintaining workplace safety
• Investigating security incidents
• Protecting vehicles and equipment

Where applicable, security footage is handled with appropriate access restrictions and in accordance with relevant surveillance laws. Any audio recording or monitoring of employees must comply with applicable legal requirements.

14. Sharing Information With Third Parties

Melbourne Euro does not sell customer personal information as a business product. We may disclose relevant information to trusted third parties when reasonably necessary to deliver our services or operate our business.

These parties may include:

• Vehicle manufacturers and authorised technical platforms
• Automotive parts suppliers
• Warranty administrators and insurers
• Payment processors and financial service providers
• Website hosting and IT service providers
• Workshop management and booking software providers
• Marketing and analytics providers
• AI and transcription service providers
• Accountants and professional advisers
• Relevant government or regulatory authorities
• Law enforcement agencies where authorised or required by law

We consider the nature of the information, third-party access, security arrangements and applicable legal requirements when sharing personal information.

Some third-party providers independently control how information is handled under their own privacy terms.

15. Overseas Disclosure and Data Processing

Some technology providers used by Melbourne Euro, including cloud services, automotive diagnostic platforms, analytics providers and artificial intelligence services, may process or store information outside Australia. Where personal information is disclosed to overseas recipients, we take steps required by applicable privacy laws to address its handling. The countries involved depend on the providers and systems used. We are reviewing our service providers so that likely overseas recipient countries can be identified in this policy where practicable.

16. Data Storage, Security and Retention

Melbourne Euro takes reasonable measures to protect personal information against loss, misuse, interference, unauthorised access, modification and disclosure. These measures may include:

• Password-protected systems and accounts
• Restricted access to customer records
• Secure website connections
• Access controls for relevant business systems
• Security updates and maintenance
• Appropriate handling of financial and technical records
• Staff procedures for managing confidential information

No electronic storage or transmission method can be guaranteed completely secure. We retain personal and vehicle-related information for as long as reasonably necessary to:

• Provide automotive services
• Maintain relevant service and repair histories
• Respond to customer enquiries
• Administer warranties
• Meet accounting and taxation requirements
• Resolve disputes
• Comply with applicable legal obligations

When information is no longer required for a lawful purpose, we take reasonable steps to securely delete, destroy or de-identify it, subject to applicable exceptions. Our current telephone recording retention practice is described separately in Section 7.

17. Accessing or Correcting Your Information

You may request access to personal information that Melbourne Euro holds about you or ask us to correct information that is inaccurate, incomplete or outdated.

To make a request, contact: Email: info@melbourneeuro.com.au Phone: 1800 635 387

We may need to verify your identity before providing access or making changes. We will respond within a reasonable timeframe and explain any lawful reason if access or correction cannot be provided. Where permitted by law, reasonable costs associated with providing access may apply. We will explain any applicable charges before proceeding.

18. Privacy Complaints

If you believe Melbourne Euro has mishandled your personal information, please contact us using the details below. We aim to:

• Acknowledge written privacy complaints within seven business days
• Investigate concerns fairly and appropriately
• Respond within 30 calendar days where reasonably practicable
• Advise you if additional time is required

If you are dissatisfied with our response and the matter falls within the jurisdiction of the Office of the Australian Information Commissioner (OAIC), you may contact the OAIC. Office of the Australian Information Commissioner, Website: https://www.oaic.gov.au, Phone: 1300 363 992

19. Additional Privacy Matters

Marketing Communications

Melbourne Euro may contact customers with service reminders, maintenance recommendations, workshop updates, special offers and relevant automotive service information. Electronic direct marketing is conducted in accordance with applicable Australian laws, including the Spam Act 2003. You can unsubscribe from promotional communications or contact us to request removal from marketing lists. Service-related communications may continue where appropriate.

Children’s Privacy

Our services are primarily intended for adults and individuals authorised to arrange vehicle servicing or repairs. We do not knowingly collect children’s personal information for direct marketing purposes.

External Websites

Our website may contain links to independently operated websites, including vehicle manufacturers, suppliers, social media platforms and review services. We are not responsible for their independent privacy practices.

Automated Decision-Making

We may use automated tools to assist with transcription, administrative tasks, analysis and operational reporting. We are assessing whether any automated processing falls within the additional Australian privacy-policy transparency requirements commencing on 10 December 2026 for certain decisions significantly affecting individuals’ rights or interests. Where those requirements apply, we will update this policy accordingly.

Changes to This Privacy Policy

Melbourne Euro may update this Privacy Policy to reflect changes in our operations, website technologies, service providers or applicable legal requirements. The latest version will be published on this page together with its revision date. We encourage visitors to review this policy periodically.