Who we are and what this policy covers
Australian Claim Helpline operates this website and the 1300 144 878 helpline. This policy explains how we collect, use, share and protect personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It applies to the website, its enquiry forms and the claim check, and to enquiries made by phone or email. Last updated 25 September 2026.
Information we collect
When you make an enquiry we collect the details you give us: your name, phone number and, if you provide it, your email address, title and a short message. The claim check also records your answers about what happened, whether you were injured, when it happened, whether you have seen a doctor and how it has affected your work, together with your suburb, postcode and state. For website security we keep a session cookie and a hashed record of the connection address used to limit repeated submissions. Please do not include medical reports, identity documents, bank details or a detailed health history in a website enquiry. If you choose to tell us about an injury or health matter, we use that information only to respond to your enquiry.
How we suggest your location
To save you typing, the website estimates your suburb, postcode and state from the approximate location of your internet connection. The lookup uses a database held on our own server (IP geolocation by DB-IP, https://db-ip.com, used under the Creative Commons Attribution 4.0 licence). Your connection address is not sent to any other organisation for this purpose and is not stored with your enquiry. The suggestion is only a starting point and you can change it before you send the form.
Why we collect it and how we use it
We use your information to respond to your enquiry, to contact you by phone or email about it, to understand your situation well enough to point you in a sensible direction, to connect you with a suitably qualified lawyer or service provider if you agree, to keep a record of what was discussed, to protect the website from misuse and to meet our legal obligations. We do not use enquiry details for unrelated marketing, and we do not add you to marketing lists.
Your consent to be contacted
When you tick the consent box on a form you give Australian Claim Helpline express consent, for the purposes of the Do Not Call Register Act 2006 (Cth) and the Spam Act 2003 (Cth), to call or email you about your enquiry even if your number is listed on the Do Not Call Register. That consent lasts for up to three months from your enquiry, or until you withdraw it, whichever comes first. You can withdraw it at any time by telling the person who calls you, by calling 1300 144 878 or by emailing info@claimhelpline.com.au, and we will stop contacting you about the enquiry. Any email or text message we send will identify us and include a way to opt out.
How and when we call
We follow the Telemarketing and Research Calls Industry Standard 2017 made under the Do Not Call Register Act. We only call between 9am and 8pm on weekdays and between 9am and 5pm on Saturdays, in the local time of the place you have told us you live, and never on Sundays or national public holidays. We display our calling number, we say who we are, where we are calling from and why, and we end the call promptly if you ask us to. We do not make unsolicited calls to people who have not contacted us, and we never ask for passwords, verification codes or bank details on a call.
Who we share your information with
With your consent, we may pass your enquiry details to a lawyer, law practice or other service provider that we consider suitable for your situation so that they can contact you directly. We tell you who we are referring you to, and that provider handles your information under its own privacy policy. If we receive a fee or other benefit for a referral, the provider is responsible for disclosing it to you as the law requires, and you are never obliged to proceed. We also use trusted providers to host the website and deliver email, under arrangements that require them to protect your information. We may disclose information where the law requires it. We do not sell personal information and we do not share it with marketers.
Overseas disclosure
We do not intend to disclose your personal information to organisations outside Australia. If a service we rely on stores information overseas, we take reasonable steps under Australian Privacy Principle 8 to make sure it is protected to the standard that applies in Australia.
How we keep your information secure
Enquiries are stored in an encrypted database with access limited to the people who need it to respond to you. The website uses secure connections, a security cookie to protect form submissions and limits on repeated submissions. No method of storage or transmission is completely secure, so please contact us if you have any concern about the security of your information.
How long we keep it
We keep enquiry records only for as long as we need them to handle your enquiry, to meet legal and accounting obligations and to deal with any complaint or dispute. Records are then securely deleted. You can ask us to delete your enquiry earlier, and we will do so unless the law requires us to keep it.
Access, correction and questions
You may ask to see the personal information we hold about you, ask us to correct it, or ask what we did with it. Contact us at info@claimhelpline.com.au or on 1300 144 878. We may need to confirm your identity before releasing or changing records. We aim to respond within 30 days.
Cookies and analytics
The website sets one cookie of its own, which keeps your session secure while you use a form. It also uses Google Analytics 4, which sets cookies beginning with _ga to measure how the website is used in aggregate; we do not use it to identify you and you can block these cookies in your browser without affecting the website. On pages with an enquiry form, TrustedForm by ActiveProspect records how the form was completed and issues a certificate that shows the consent you gave to be contacted; we keep the link to that certificate with your enquiry as proof of consent. We do not use advertising pixels.
Complaints
If you believe we have mishandled your personal information, please contact us first using the details above and we will investigate and respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au. Concerns about marketing calls or messages can also be raised with the Australian Communications and Media Authority (ACMA).
