We protect your privacy

​​​​​​​​​​​​​How Queensland Rail protects your privacy

If you engage with us in person or use our online services, from visiting our website to booking online or applying for a job with us, then this Privacy Policy (Policy) applies to you. This Policy also applies to Quee​nsland Rail staff.

 

We are committed to protecting your personal information. We respect your privacy and we will take steps to secure any personal information you give us.

 

​The way we do this is governed by the Information Privacy Act 2009 (Qld) (IP Act), and the Queensland Privacy Principles (QPPs) in Schedule 3 of the IP Act.

 

​The QPPs govern how we may collect, store, allow individuals to access and amend, use and disclose your personal information.

What is "personal information"?

“Personal information” means information or an opinion about an identified individual or an individual who is reasonably identifiable from the information or opinion, whether the information or opinion is true or not, and whether the information or opinion is recorded in a material form or not.

​Collection and use of personal information​​

The personal information that we collect may include your name, address, phone number, email, other contact details, complaint, incident, comment or other answers or opinions provided; payment, financial institution or bank account details; age, gender, drivers licence, medical information or history, image and other identification details as required. We may collect these types of personal information either directly from you, or from third parties, such as your travel agent.

We will only collect sensitive information about a person, if we obtain consent to collect that information. 

We may collect, hold, use or disclose your personal information to:​​

• help you with your enquiries, complaints, reported incidents, entry forms, bookings and other requests;
• get in touch with you if we need to and verify any information you have provided to us;​
  
• protect your safety, security and wellbeing on our property;​
• research and develop our services, including new or improved services;
• return lost property to you;​​
• provide you with travel services and information; or
  
• recommend other services that our selected partners offer which may be of interest to you

We may collect your personal information when you:

• visit our website or social media sites;
  
• complete a form for us, such as lost property, concession claim, medical clearance, claim and unaccompanied minor forms;
  
• register or operate as a travel agent selling travel on our behalf;
  
• provide personal information to us directly, e.g. entering a competition, providing feedback or booking a ticket;
  
• apply for a position with us; or
  
• talk to us - through calling our call centre, Rail Management Centre or using our emergency phones or call buttons. We record these interactions.​
  

Our marketing and your personal information

If you opt-in to receive our marketing, we may use personal information that we hold about you to identify services and products that may be of interest to you.

We may contact you by email, text message or other digital service (e.g. an application), phone or post to let you know about specials, offers and promotions; or any new or existing products or services that may be of interest to you. You can contact us at any time if you no longer wish to receive marketing materials from us or our related entities. If you receive a marketing email from us, you can opt-out by clicking on the “Unsubscribe” link at the bottom of the email.​

Storage and security of your personal information

Closed Circuit Television (CCTV) Recordings and​ Online Privacy​​

We may give your personal information to someone else but we’ll only do it if permitted by law.

Some examples of who we might give your information to are:

 

Banks or other financial institutions to process payments.

 

Businesses providing prizes to competitions you have won through us.

 

Courier companies if we are required to make a delivery to you.

 

Our related entities which are controlled by us.

 

Our professional advisers, contractors or service providers who advise us or carry out our functions and activities.

 

Travel agents, accommodation and activity service providers and other carriers, tour operators and transport companies to process and make reservations for your travel, accommodation and activity arrangements.

 

Your representatives (for example your authorised representatives or legal advisers).

 

TransLink, if your query concerns a service that TransLink manages.

 

Queensland Police Service (QPS) or other law enforcement agency.

 

Government and regulatory authorities and other organisations, as required or authorised by law.

We will take reasonable steps to ensure that any person to whom we give your personal information also promises to keep your personal information private and secure.

We may disclose personal information to contracted service providers outside of Australia for the purpose of advising or carrying out functions and activities on our behalf.  We will always obtain your consent unless the disclosure is authorised or required by law, to ensure the safety of yourself or others or otherwise in accordance with the IP Act. We will take reasonable steps to ensure the recipient of the personal information is subject to a law, binding scheme or contract that effectively upholds principles for the fair handling of personal information substantially similar to the QPPs. ​