Transport for NSW has designed the Toll Relief Rebate Scheme (the Scheme) to reduce the cost of living for frequent personal toll users. The Scheme is administered by Service NSW to enable eligible customers to apply for the rebate based on their toll spend with their toll service provider.
Why we are collecting your personal information
Service NSW is collecting personal information to establish eligibility, toll account ownership and to process claims submitted under the Scheme.
Personal information we will collect
Service NSW may collect the following personal information to support the Scheme:
- first and last name
- residential address
- mobile phone number
- toll account number
- licence plate number listed on your toll account
- contact email address listed on your toll account
- bank account details
- proof of identity documents.
Service NSW may collect the following personal information from toll service providers in accordance with clause 78A of the Roads Regulation 2018:
- information evidencing toll payments during the 2022-2023 financial year or a subsequent financial year
- account numbers for tolling accounts
- other information associated with tolling accounts:
- electronic tag numbers
- vehicle number plates
- email addresses
- Australian Business Numbers and Australian Company Numbers
- participation in the M5 South-West Cashback Scheme
- information about the periods during which:
- toll payments were made, or
- tolling accounts were active, or
- electronic tags or vehicle number plates were associated with particular tolling accounts, or
- an individual was a registered participant of the M5 South-West Cashback Scheme.
How we will use and disclose your personal information
Service NSW will use personal information for the primary purpose that it was collected for, or a directly related secondary purpose. This includes to:
- link your toll account with your MyServiceNSW Account or use existing links;
- establish toll expenditure records in your MyServiceNSW Account;
- process a payment to the nominated bank account;
- communicate with you about your claim under the Scheme;
- conduct audit, investigation or compliance activities to assess whether the eligibility criteria and Terms and Conditions have been and are being met; and
- investigate any allegation of fraud or a failure to comply with Terms and Conditions and to assess the financial integrity of the Scheme.
We maintain and use information collected about you for internal administrative purposes, including for the purpose of our interactions with you.
We may disclose your personal information to third parties, such as the Australian Department of Home Affairs to carry out the Document Verification Service (DVS) and relevant banking institutions to pay the rebate. This enables Service NSW to validate the personal information you provide and issue rebates.
Service NSW may also disclose personal information to conduct audit, investigation and compliance activities or to ensure the financial integrity of the Scheme. This includes to:
- NSW Police, the Australian Taxation Office (ATO) and other law enforcement agencies, if Service NSW reasonably suspects a case of fraud or other criminal activity
- the Australian Transactions Reports and Analysis Centre (AUSTRAC), if Service NSW reasonably suspects a case of fraud or other financial crime, or has conducted an investigation in response to information provided by AUSTRAC and is sharing the results of that investigation with AUSTRAC.
We will also make enquiries with Transport for NSW for relevant personal information about your vehicle registration. Personal information collected from Transport for NSW is for the purposes of assessing your application and confirming the accuracy of the information you have provided.
Service NSW will not disclose your personal information to anyone else unless you provide your consent, or we are required or authorised to do so by law.
Whether you are required by law to provide us with this information
Providing us with the requested information is not required by law. However, if you choose not to provide us with the requested information we will not be able to process your claim application.
Service NSW is authorised under clause 78A of the Roads Regulation 2018 to collect certain information from toll service providers to determine entitlement to a toll relief rebate.
Further information
Please visit Service NSW Privacy for more information about how Service NSW handles your personal information. This includes how you can access and seek correction of the information, how privacy enquiries or complaints can be made, how information is securely stored and how to contact us. Service NSW is located at 2-24 Rawson Place Sydney NSW 2000.