Privacy Policy

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

BetterLabs handles personal information in two capacities. For a workshop's account, billing, staff and support information, BetterLabs is responsible for that information. For customer and vehicle information entered into Openhood by a workshop, BetterLabs acts as a service provider that processes that information on the workshop's behalf and on its instructions. The workshop remains responsible for its own customers' information.

BetterLabs collects personal information to provide, maintain, secure and support Openhood, to process billing, to communicate with workshops about their account, to respond to support requests, to meet legal obligations, and to improve the platform using aggregated or de-identified information where practicable.

We do not use a workshop's customer information for Openhood's own marketing, and we do not sell personal information.

Some personal information is treated as 'sensitive information' under the Privacy Act. This includes information about matters such as a person's health, racial or ethnic origin, or criminal record. Sensitive information carries higher protection than ordinary personal information and can generally only be collected with the individual's consent.

Openhood has no fields designed to collect sensitive information, and we do not ask for it. Even so, free-text fields such as booking, job and inspection notes, photos and videos of vehicles, voice capture, and messages between a workshop and its customers may occasionally contain sensitive information. An example is a note describing a vehicle modified for a driver's disability. Where this happens, BetterLabs treats that information with at least the same protection as other personal information, uses it only for the purpose for which it was provided, does not use it for marketing, and will remove it on the workshop's instruction where we are able to do so.

We collect personal information directly from workshops and their staff when they create an account, use Openhood, request support, communicate with us, or provide billing and business details.

We also process customer and vehicle information that workshops enter, import or generate in Openhood. This may include customer contact and identity details, vehicle details and registration, repair orders and authorisations, signatures, photos and videos of vehicles, SMS communications, service history, IP address, device or browser information, and one-time verification code activity.

Where practical we will give you the option of not identifying yourself, or using a pseudonym, when dealing with us. However, the nature of our business may mean that, if you do not provide us with the personal information we need, we will be unable to administer and manage the product or service that you wish to use or purchase.

We will also be unable to assess your application, where one is required, for example to register with Openhood. We will advise you if your failure to provide personal information may jeopardise your application.

BetterLabs may disclose personal information where reasonably required to provide Openhood or meet a legal obligation. This may include cloud hosting, messaging and SMS providers, payment and billing providers, support and error monitoring providers, media or video storage providers, AI or voice processing tools used to prepare inspection and service records, accounting providers, professional advisers, regulators, and other service providers that help operate the platform.

We require service providers to handle personal information consistently with the Australian Privacy Principles and to protect it from unauthorised use or disclosure.

Please contact us if at any time:

• you would like to know more information about which companies we regularly deal with and what personal information they receive from us; or
• you wish to stop your personal information from being used or disclosed for the purposes set out in this Privacy Policy.

We may contact workshops and staff about Openhood products, services, account updates and related opportunities where permitted by law. We do not use a workshop's customer information for Openhood's own marketing.

We will only market our products and services to you if you would reasonably expect us to do so or where we otherwise have your consent. The type of personal information we use will usually be limited to business contact details and account relationship information.

You may choose to opt out of our marketing activities at any time by advising us via the unsubscribe function or other contact information provided in any marketing you receive. Alternatively, you may advise us by contacting us directly.

Please note that it may take up to 60 days to fully implement your request not to receive marketing or promotional materials. We apologise if you receive any materials during this period.

We will not undertake any marketing activities which would amount to a breach of any legislation including the Do Not Call Register Act 2006 (Cth) and the Spam Act 2003.

Openhood stores platform and customer records in Australia, using Microsoft Azure in the Australia East region.

Some features may involve processing by overseas providers where no suitable Australian provider is available for that feature. For example, sending SMS messages may involve a mobile number and message content being processed by an overseas messaging provider. Where overseas processing is required, BetterLabs takes reasonable steps, including through its contracts with providers, to ensure personal information is protected consistently with the Australian Privacy Principles.

If BetterLabs becomes aware of a data breach that is likely to result in serious harm, we will act in line with the Notifiable Data Breaches scheme. We will notify the affected workshop without undue delay, notify the Office of the Australian Information Commissioner and affected individuals where required, and support workshops in meeting their own notification obligations.

Generally, you have the right to know all the personal information we hold about you. You can also request that we correct any personal information we hold about you. You can request access to view and/or correct this information by contacting us directly.

We will respond to your request as quickly as possible and we will provide you with a written, verified copy of the personal information that we hold. Depending on the nature of your request and the accessibility of the information (for example, information may be archived), we will aim to respond within ten working days, but may be able to respond sooner than this. If it will take us longer than this to access your personal information, then we will inform you of the delay and the reason for the delay.

In limited circumstances, we may not allow you access to some of the personal information we hold about you, or correct some of the personal information we hold about you where you request us to do so, and if this occurs, we will write to you to explain our reasons. Some examples of when you might be denied access are if:

• access will pose a threat to the life or health of someone;
• access would have an unreasonable impact on another person's privacy;
• information relates to anticipated or existing legal proceedings; or
• giving access would be unlawful.

If you believe that there has been a breach of privacy or you do not agree with a decision we have made about your access to personal information, you can make a complaint and we will endeavour to resolve it by following our internal complaint resolution process. You can provide the details of your complaint in writing sent via an email addressed to admin@openhood.live.

When we receive your complaint, we will ensure that it is handled by the most appropriate person. This person will review your complaint, consider the facts and will provide a response as soon as possible, generally within one working day. If the matter cannot be resolved to your satisfaction, it will be referred to the relevant Manager, who will contact you within five working days. If the complaint is still unresolved, it will be referred to the General Manager, who will advise you of our final decision within fifteen days of the date you first made the complaint.

At every stage of the process we will ensure that you are advised about the progress of your complaint.

If you are not satisfied with our decision you can direct your written complaint to the Australian Information Commissioner at:

Office of the Australian Information Commissioner

GPO Box 5218, Sydney NSW 2001

Phone toll free: 1300 363 992

TTY: 133 677 then ask for 1300 363 992

email: enquiries@oaic.gov.au

This Privacy Policy may be amended by us from time to time. If we amend this Privacy Policy, we will post the changes on this website and make copies available to you on request.