Privacy Policy

Last updated: 21 May 2026

Taxi Book Melbourne ("we", "us", "our") operates taxibookmelbourne.com.au. This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use our website or services. We are committed to complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What Information We Collect

We collect personal information that is reasonably necessary to provide our taxi and transport services. This may include:

  • Identity information: your name
  • Contact information: phone number, email address, home or work address
  • Booking details: pickup location, drop-off location, date and time of travel, number of passengers, vehicle preferences
  • Payment information: payment method preferences (we do not store card numbers — payments are processed via secure third-party terminals)
  • Special requirements: accessibility needs, NDIS plan details, TAC or WorkSafe claim information where applicable
  • Communications: records of phone calls, SMS messages, WhatsApp messages, emails, or web form submissions between you and us
  • Technical data: IP address, browser type, pages visited, and time spent on our website (collected via cookies and analytics tools)

2. How We Collect Your Information

We collect personal information in the following ways:

  • When you submit a booking request, quote request, or contact form on our website
  • When you call or message us to book or enquire
  • When you use our service as a passenger
  • When you set up a corporate account with us
  • Automatically through cookies and website analytics when you visit our site

3. Why We Collect and Use Your Information

We use your personal information to:

  • Process and confirm your booking or quote request
  • Communicate with you about your trip — including driver details, confirmation, and updates
  • Process payments and issue receipts or invoices
  • Comply with our legal obligations, including those related to NDIS, TAC, and WorkSafe funded transport
  • Manage corporate accounts and issue periodic invoices
  • Improve our website and service based on how people use them
  • Send you service-related communications (we do not send unsolicited marketing without consent)
  • Handle complaints, disputes, or safety incidents

4. Disclosure of Your Information

We do not sell, rent, or trade your personal information. We may share your information with:

  • Our drivers: your name, pickup location, drop-off location, and contact number are shared with the driver assigned to your booking
  • NDIS, TAC, or WorkSafe: where required to process funding claims on your behalf
  • Our corporate clients: where you are travelling as part of a corporate account, your booking details may be shared with the account holder
  • Service providers: companies that help us operate our business, such as email providers and analytics tools, under strict confidentiality obligations
  • Law enforcement or regulators: where required by law, court order, or to protect the safety of any person

We do not share your information with third parties for their own marketing purposes.

5. Cookies and Website Analytics

Our website uses cookies — small text files stored on your device — to improve your browsing experience and collect anonymous usage data. We use Google Analytics to understand how visitors use our site. This data is aggregated and does not identify individual users.

You can disable cookies through your browser settings. Disabling cookies will not affect your ability to use most features of our site, though some functionality may be limited.

6. Data Security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our website uses HTTPS encryption. We store booking records securely and limit access to authorised staff only.

No method of electronic storage or transmission over the internet is completely secure. While we do our best to protect your information, we cannot guarantee absolute security.

7. Data Retention

We retain your personal information for as long as is necessary to fulfil the purposes set out in this policy, or as required by law. Booking records are typically retained for 7 years for accounting and legal compliance purposes. You may request deletion of your information at any time, subject to our legal obligations.

8. Your Rights

Under the Australian Privacy Principles, you have the right to:

  • Access the personal information we hold about you
  • Request correction of inaccurate or out-of-date information
  • Request deletion of your information (where we are not legally required to retain it)
  • Opt out of any direct marketing communications
  • Lodge a complaint if you believe we have mishandled your information

To exercise any of these rights, please contact us using the details below.

9. Third-Party Links

Our website may contain links to third-party websites (such as Google Maps or WhatsApp). We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies before providing any personal information.

10. NDIS, TAC, and WorkSafe Funded Clients

If you are a participant using NDIS, TAC, or WorkSafe funded transport, we collect and use your personal information in accordance with the relevant scheme's requirements. This includes sharing trip records with your plan manager or the relevant authority as required to process claims. All personal information related to funded transport is handled with the highest level of care and confidentiality.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically.

12. Contact Us

If you have questions, concerns, or complaints about our privacy practices, or wish to access or correct your personal information, please contact us:

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.