Privacy Policy

1. About this Privacy Policy

1.1 Murrays Australia Pty Ltd ACN 008 468 666 (referred to as Murrays, we, us or our) has implemented this Privacy Policy to provide information about what kinds of Personal Information we may collect or hold, how we collect, hold, use and disclose that Personal Information, the choices you have regarding our use of that Personal Information, and your ability to access or correct that Personal Information. If you wish to make any inquiries regarding this Privacy Policy, you should contact our Privacy Officer using the details specified in paragraph 15.

‍1.2 From time to time, Murrays may be related to other companies and entities (related entities). This Privacy Policy applies to the use of your Personal Information by us and by those related entities. Those related entities may also have their own privacy policies which set out additional detail or differences in their privacy practices. To the extent that those privacy policies are inconsistent with this Privacy Policy, those privacy policies will prevail over this Privacy Policy in relation to the actions of those related entities. A reference in this Privacy Policy to Murrays, we, us or our is also a reference to those related entities.

2. Personal Information

2.1 "Personal Information" is information or an opinion, whether true or not, and whether recorded in a material form or not, about an identified individual or an individual who is reasonably identifiable.

3. What Personal Information do we collect and hold?

3.1 The types of Personal Information we may collect about an individual will depend upon the nature of our interaction with that person. Personal Information that we collect may include (but is not limited to) the following:

• our road service passengers and customers: information required to provide transport and related services to you, including your name, contact details, travel information, concession information, booking information, payment and transaction information, identity verification information and communications with us;
  
• our Loyalty Club members: information required to administer your membership and provide member benefits, including your name, date of birth, contact details, membership information, travel history and marketing preferences;
• our charter customers: information required to administer charter services and customer accounts, including your name, contact details, company details, booking information, payment information, transaction information, trade references and information relating to disputes or payment enquiries;
• our ticket agents and accredited agents: information required to assess, establish and administer accreditation arrangements, including your name, contact details, business details, ABN or ACN, trade reference information, accreditation information and account information;
• our job applicants and prospective employees: information required to assess your suitability for employment or engagement with us, including your name, contact details, address, employment history, qualifications, resumes, referee information, driver licence information, driver authority information, passport details, visa and work rights information (including information obtained through VEVO checks), Working with Children Check information, Working with Vulnerable People Check information, driving history reports, pre-employment medical information, drug and alcohol testing information and any other information provided during the recruitment process;
• our current and former employees: information required to establish, manage and administer your employment relationship with us, including the information described in paragraph 3.1e, together with payroll information, bank account details, tax information, emergency contact information, workplace incident information, health information and other employment-related information;
• our suppliers, contractors and their representatives: information required to assess, engage and administer our commercial relationships with you, including contact details, company details, ABN or ACN information, banking details, contract information and account information;
• our transport suppliers and transport service providers: information required to administer the provision of transport services, including contact details, company details, driver information, driver licence information, driver authority information, accreditation information, vehicle information and service delivery information;
• visitors to our premises: visitor information, access records and photographs and images captured by CCTV or other security systems operated by Murrays; and
• other individuals who come into contact with Murrays: information relating to enquiries, complaints, compliments, incidents, investigations, insurance claims and other interactions with us, including contact details and correspondence.

3.2 We may also collect information relating to fraud prevention, transaction monitoring, chargebacks, disputed transactions, booking verification activities, payment investigations and customer account history where reasonably necessary to protect our customers, our business and our services.

4. How and when do we collect Personal Information?

4.1 We collect your Personal Information to allow us to conduct our business functions, to provide, market and sell our products and services and for the specified purposes set out in paragraph 6. In some circumstances the collection of Personal Information may be required by law.

4.2 We may collect your Personal Information in the course of providing you with goods or services, and:

• when you use or inquire about our services: including when you make, amend or manage a booking, travel with us, join our Loyalty Club, purchase products or services from us, apply to become a charter customer, request information, or otherwise interact with our customer service teams;
• when you provide goods or services to us: including when you apply to become a supplier, transport provider, contractor, accredited agent or other business partner;
• when you communicate with us: including when you complete forms, provide information by telephone, email, social media, post, in person or through our Website, submit enquiries, provide feedback or make a complaint;
• when you visit our Website or use our technology services: including when you complete forms through our Website, access our Wi-Fi services or otherwise interact with our online services;
• when you visit our premises or interact with our operations: including when you visit a Murrays site, are recorded by security systems, or are involved in a motor vehicle accident, insurance claim, incident, investigation or safety matter involving Murrays;
• when we assess employment or engagement opportunities: including when you submit a job application, participate in recruitment processes, provide referee details, undergo employment screening, complete pre-employment medical assessments or participate in drug and alcohol testing;
• when we verify information about you: including where we verify your identity, work rights, qualifications, licences, permits, accreditations or other information relevant to providing services to you or engaging you to provide services to us;
• when we undertake fraud prevention, transaction verification and dispute management activities: including where transactions, bookings or payments are identified as potentially suspicious, disputed, fraudulent or otherwise require investigation; and
  
• where we are otherwise required or authorised by law to do so.

4.3 Generally, when providing our products and services, dealing with our personnel, or obtaining goods and services from our service providers, suppliers or contractors, we collect personal information directly from the relevant individual where reasonable and practicable.

4.4 We may also collect Personal Information about you from third parties and other sources such as:

• Your nominated representatives (eg referee, spouse, accountant, power of attorney, brokers and other professional advisors)
• Publicly available sources of information (eg searches of publicly available ASIC registers, or social media accounts or posts which are visible to the public), or
• Related entities, companies and businesses of Murrays,

but we will only collect your Personal Information in this way if it is unreasonable or impracticable to collect this information directly from you or if we are otherwise permitted to do so.

4.5 If the Personal Information we collect includes sensitive information, including health information, we will ask for your consent to collect sensitive information, unless the law allows us to collect it without your consent.

4.6 Where we engage with you multiple times over a short period in relation to the same matter, we may not provide you with a separate notice about privacy each time we engage with you.

4.7 If you choose not to provide your Personal Information to us for the purposes set out in this Privacy Policy, or if we do not or are unable to collect the Personal Information we require, we may not be able to provide you with requested information, products or services, or to effectively conduct our relationship with you.

5. Information collected via our Website

5.1 Personal Information may be collected by us and by our third-party service providers who assist us in operating our website at www.murrays.com.au, including its subdomains and any other website we operate from time to time (collectively the Website). These service providers may assist with website hosting, website functionality, enquiry and application processing, workflow automation, email delivery, customer communications, analytics, marketing, and other business and operational functions.

‍5.2 We may use various technological methods from time to time to understand how individuals use our Website, improve its functionality, measure the effectiveness of our marketing activities, and support our business operations, including but not limited to the methods set out in this paragraph 5.

5.3 We have identified certain third-party providers in this section because their technologies may involve more significant collection, processing or use of information than other technologies we use. The providers specifically referred to are not the only third parties whose services we may use from time to time.

Analytics, SEO and Website Performance Tools

5.4 We may use analytics, search engine optimisation (SEO), reporting and website performance tools to understand how our Website performs, monitor search visibility, analyse website traffic and improve our online services.
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5.5 These tools may use aggregated or de-identified information about website performance, search activity and user interactions. We do not use these tools to track individual visitors for advertising purposes or to collect information entered into website forms.

Google Analytics

5.6 We use Google Analytics to help analyse how you use our Website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users' computers. The information generated is used to create reports about the use of our Website. Google will store this information.
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5.7 If you do not want your Website visit data reported by Google Analytics, you can install the Google Analytics opt-out browser add-on. For more details on installing and uninstalling the add-on, please visit the Google Analytics opt-out page at https://tools.google.com/dlpage/gaoptout.

Advertising, Audience Segmentation and Remarketing

5.8 We may use advertising and analytics tools provided by third parties, including Google (described in further detail at paragraph 5.11 below), to:

• understand how visitors interact with our Website
• measure the effectiveness of marketing campaigns
• develop audience segments
• personalise advertising, and
• display advertising to individuals who have previously visited our Website.

5.9 These technologies may collect information such as pages visited, referring websites, browser information, device information, advertising identifiers and interaction information.
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5.10 The advertising and analytics technologies we use may change over time. We may choose not to use certain technologies, disable them, or introduce new technologies from time to time to support our business, operational, marketing or compliance requirements.

Google Ads Conversion Tracking

5.11  We use certain Google Ads features, including Google Ads auto-tagging and website-visitor remarketing lists, to:

• understand how visitors interact with our Website;
• measure the effectiveness of our advertising campaigns;
• attribute visits and conversions to advertising campaigns; and
• display advertising to individuals who have previously visited our Website.

5.12 Conversion tracking helps us understand whether users complete certain actions on our Website after clicking on one of our advertisements, such as submitting an enquiry, making a purchase, or contacting us.

5.13 The information collected may be shared with Google for advertising measurement and reporting purposes. You can control or disable cookies through your browser settings and may manage Google's advertising cookies and personalised advertising preferences through Google's Ads Settings at: https://adssettings.google.com. For more information about how Google collects and processes data, please visit: https://policies.google.com/privacy.  

Click Stream Data, Session Recording and Website Optimisation Tools

5.14 We may use website analytics and optimisation tools to help us understand how visitors interact with our Website, including information such as mouse movements, scrolling activity, clicks, navigation patterns, pages accessed, date and time of visits, device information, IP address and other technical information about your use of the Website. We use this information for statistical analysis, reporting, website administration, maintenance, security, functionality improvements and enhancing the user experience. We take reasonable steps to ensure that sensitive information and information entered into form fields is not recorded or used for these purposes

Cookies

5.15 Our Website may use 'cookies' from time to time. Cookies are small text files that are transferred to a user's computer hard drive by a website for the purpose of storing information about a user's identity, browser type or website visiting patterns. Cookies may be used on our Website to monitor web traffic, for example the time of visit, pages visited and some system information about the type of computer being used. We use this information to enhance the content and services offered on our Website, including to optimise and personalise website workflow and content.

15.16 Cookies are sometimes also used to collect information about what pages you visit and the type of software you are using. If you access our Website or click-through to our Website from a link in an email we send you, a cookie may be downloaded onto your computer's hard drive.
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5.17 Cookies may also be used for other purposes, such as to securely store customer membership information to aid in the login process.
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5.18 You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Each browser is different, so check the "Help" menu of your browser to learn how to change your cookie preferences.
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5.19 If you disable the use of cookies on your web browser or remove or reject specific cookies from our Website or linked sites then you may not be able to gain access to all of the content and facilities in those websites, and parts of our Website or linked sites may not work as intended.

Web Beacons and Pixels

5.20 Web beacons are images that originate from a third party site to track visitor activities. From time to time, we may use third party email software to communication with our members, and such software may use web beacons to track information such as the email open rates for individuals that receive promotional offers and service related announcements via email.

Meta Pixel

5.21 We may use Meta Pixel to help us understand how visitors interact with our Website and to measure the effectiveness of our advertising campaigns.
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5.22 The use of Meta Pixel will help us understand how people use our Website and measure whether our advertising leads to actions such as submitting an enquiry or application.
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5.23 Meta Pixel may collect information about your visit to our Website, such as the pages you view, how you arrived at our Website, your browser and device type, and information that helps us measure the effectiveness of our advertising. We may also choose to limit or disable Meta Pixel on certain pages or parts of our Website where appropriate.
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5.24 You can learn more about how Meta collects and processes data in the Meta Privacy Policy: https://www.facebook.com/privacy/policy/.
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5.25 You can manage your advertising preferences through Meta's Ad Preferences settings at https://accountscenter.facebook.com/ads/, and you can opt out of interest-based advertising from participating providers through Your Online Choices at https://www.youronlinechoices.com.au/.

Third party content (eg social media links)

5.26  Some of the content on our Website includes applications made available by third parties, such as social media buttons or links that allow you to share content or links to our Website through the relevant third party platforms. These third party applications themselves may facilitate collection of information by those third parties, through your interaction with the applications and sometimes even if you do not interact directly with them. We are not responsible for the technical operation of these applications or the collection and use practices of the relevant third parties. Please visit the relevant third party websites to understand their privacy practices and options they may make available to you in relation to their collection of your Personal Information.

6. How do we use your Personal Information?

6.1 We use the Personal Information we collect about you for our business functions and activities, in order to operate our business efficiently, and to market our products and services for the benefit of our customers. This includes:

• to communicate with you and manage our relationship with you: including responding to enquiries, requests, complaints and feedback; providing customer support; communicating service-related announcements; administering customer, supplier and contractor relationships; and otherwise communicating with you in connection with our business operations;
• to provide and administer our transport, travel and related services: including processing and managing bookings, collecting and processing payments, issuing tax invoices and booking confirmations, providing access to our services, administering customer accounts, providing access to Wi-Fi services, and otherwise providing requested products and services;
• to verify your identity, eligibility and credentials: including confirming your identity when you travel; verifying qualifications, licences, permits, driver authorities, work rights, accreditation information and eligibility for employment, engagement or service provision; conducting identity verification activities; and assessing applications for commercial credit or accreditation arrangements;
• to manage recruitment, employment and workplace matters: including assessing job applications, verifying employment history, qualifications and references, undertaking pre-employment screening, administering employment arrangements, maintaining employment records, administering workplace health and safety programs, undertaking drug and alcohol testing, and managing workplace incidents and claims;
• to investigate, manage and respond to incidents, claims and disputes: including investigating accidents, incidents, insurance claims, customer complaints, payment disputes, chargebacks and other matters arising in connection with our operations;
• to detect, prevent and respond to fraud and other unlawful activity: including transaction monitoring, booking verification, fraud detection, fraud prevention, chargeback management, scam prevention, debt recovery activities, dispute management and other risk management activities designed to protect Murrays, our customers and our services;
• to manage supplier, contractor and commercial relationships: including administering supplier and contractor arrangements, managing accreditation requirements, assessing applications for credit and administering commercial accounts;
• to improve our products, services and business operations: including undertaking research and analytics, understanding customer preferences, improving service quality, maintaining and developing systems and infrastructure, enhancing our products and services and developing new products and services;
• to market and promote our products and services: including conducting direct marketing activities, communicating special offers, administering loyalty programs and providing marketing and information that may be relevant or of interest to you; and
• to manage our business and comply with legal obligations: including undertaking maintenance, backup, auditing, reporting, business administration, record keeping, responding to regulatory requirements and complying with our contractual, statutory and legal obligations.

6.2 We may aggregate and de-identify information for reporting, statistical analysis, research, business improvement, product development and operational purposes.

6.3 We may monitor, review, retain and disclose information where reasonably necessary to satisfy any applicable law or to protect our rights, customers, employees, business or services. Nothing in this Privacy Policy requires us to monitor the use of our Website or retain the content of any particular user session.
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6.4 We may otherwise collect, use or disclose Personal Information where the collection, use or disclosure is:

• in accordance with this Privacy Policy or any agreement you enter into with us; or
• required or authorised by law, including under the Privacy Act 1988 (Cth).

7. When do we disclose your Personal Information?

7.1 Murrays may disclose, or provide access to, your Personal Information to third parties in connection with the purposes described in paragraph 6.

7.2 Depending on the circumstances and the nature of your engagement with us, we may disclose your Personal Information to our related entities, to third parties that provide products and services to us or through us, or to other third parties (such as your referee(s) in connection with a job application you have submitted).

7.3 We may also disclose your Personal Information to:

• our related entities and internal business functions: including Murrays' business units, offices, depots, departments and related entities that require access to the information to perform their functions;
• your nominated representatives and authorised contacts: including emergency contacts, referees, authorised representatives, legal representatives, accountants, brokers, professional advisers and other persons authorised by you;
• service providers involved in delivering our products and services: including transport providers, contractors, subcontractors and other organisations that assist us in providing transport, travel and related services;
• our suppliers, contractors and business partners: who assist us in operating our business, providing services to customers or administering our commercial relationships;
• technology, communications and operational service providers: including providers of cloud services, data hosting, software applications, website services, communications services, printing, mailing, marketing, data processing, payment processing, transaction monitoring, planning, analytics and product development services;
• fraud prevention, payment and dispute management providers: including financial institutions, payment processors, fraud prevention providers, transaction monitoring providers and other organisations involved in investigating or resolving chargebacks, disputed transactions or suspected fraudulent activity;
• recruitment, employment, health and claims service providers: including recruitment agencies, employment screening providers, medical practitioners, rehabilitation providers, insurers, insurance brokers, claims managers, investigators and loss adjusters;
• our professional advisers: including lawyers, auditors, consultants, accountants, insurers and other advisers who provide services or advice to us;
• mercantile agents, debt recovery providers and trade referees: where reasonably necessary to assess credit applications, manage commercial accounts or recover outstanding amounts; and
• government agencies, regulators and law enforcement bodies: where required or authorised by law, including courts, tribunals, regulatory bodies, government authorities and law enforcement agencies.

7.4 We may disclose Personal Information to website hosts, software providers and other technology vendors where reasonably necessary to operate, maintain, support or secure our systems and services.

7.5 As our business develops, we may buy, sell, restructure, merge with or invest in other businesses. In connection with an actual or proposed sale, acquisition, investment, merger, restructuring, insolvency event or similar transaction, we may disclose Personal Information to prospective purchasers, investors, financiers and their advisers, subject to appropriate confidentiality arrangements. This may include the sale or transfer of all or part of Murrays or its assets.

8. Overseas disclosures

8.1 We primarily store and process Personal Information within Australia.

8.2 However, in certain circumstances some of your Personal Information may be disclosed, transferred, stored, processed or used overseas by us, or by third party service providers, where it may be used for the purposes described in this Privacy Policy. This may happen if:

• Our offices or related entities are overseas
• We outsource certain activities overseas
• Transactions, information, services or products have an overseas connection, or
• Our computer systems including IT servers become located overseas or supported by third parties located overseas.

8.3 In particular, your Personal Information may be disclosed to third parties in the United States, New Zealand and such other countries in which those parties or their, or our, computer systems may be located from time to time, where it may be used for the purposes described in this Privacy Policy.

9. Other uses and disclosures

9.1 We may collect, use and disclose your Personal Information for other purposes not listed in this Privacy Policy. If we do so, we will make it known to you at the time we collect or use your Personal Information.

10. Marketing

10.1 You consent to us using your Personal Information for sending you information, including promotional material, about us or our products and services, as well as the products and services of our related entities and third parties, now and in the future. You also consent to us sending you such information by means of direct mail, email, SMS and MMS messages.

10.2 If you do not want to receive marketing information from us or if you want to stop receiving marketing information, you can unsubscribe in any of the following ways:

• Clicking on the 'Unsubscribe' or subscription preferences link in a direct marketing email that you have received from us, or
• Contacting us using the contact details specified in paragraph 15.

10.3 We may use third-party communication and marketing service providers to send newsletters, service updates, promotional communications and other information to individuals who have chosen to receive such communications from us.

10.4 These providers may process information such as your name, email address, communication preferences, subscription status and engagement with our communications. You can opt out of marketing communications at any time as indicated in paragraph 10.2 above.

11. Storage and security of Personal Information held by us

11.1 We aim to keep your Personal Information secure. Any Personal Information that is collected via our Website or which is held on our computer systems is protected by safeguards.

11.2 If we find that we no longer require or have no further need for your Personal Information we reserve the right to de-identify it or remove it from our systems and destroy all record of it.

11.3 In relation to employment application documents relating to unsuccessful applicants, they will generally be retained for a limited period following completion of the recruitment process before being securely deleted or destroyed unless the applicant has consented to us retaining the information for future employment opportunities.

12. You can access and update your Personal Information

12.1 You are generally entitled to access Personal Information that we hold about you. If you request access to your Personal Information, in ordinary circumstances we will give you full access to your Personal Information. Depending on the nature of the request, Murrays may charge to you the reasonable costs of providing the information, or for providing access to this information, however such charge will not be excessive. However, there may be some legal or administrative reasons to deny access. If we refuse your request to access your Personal Information, we will provide you with reasons for the refusal where we are required by law to give those reasons.

12.2 A request for access can be made by contacting our Privacy Officer using the contact details specified in paragraph 15.

12.3 We take all reasonable steps to ensure that any Personal Information we collect and use is accurate, complete and up-to-date. To assist us in this, you need to provide true, accurate, current and complete information about yourself as requested, and properly update the information provided to us to keep it true, accurate, current and complete.

12.4 Please contact us in any of the ways specified in paragraph 15 if you believe that the Personal Information is inaccurate, incomplete or out of date, and we will use all reasonable efforts to correct the information.

12.5 It would assist us to ensure we properly understand your request, and allow us to respond more promptly, if requests are made in writing and include as much detail as possible.

13. How do we deal with complaints about privacy?

13.1 If you feel that we have not respected your privacy or that we have conducted ourselves inconsistently with this Privacy Policy, please contact our Privacy Officer using the contact details specified in paragraph 15 and advise us as soon as possible. We will investigate your queries and privacy complaints within a reasonable period of time depending on the complexity of the complaint.

13.2 It would assist us to respond to your complaint promptly if it is made in writing. Please detail information relevant to your complaint.

13.3 We will notify you of the outcome of our investigation.

14. Updates to this Privacy Policy

14.1 We may, from time to time, review and update this Privacy Policy, including to take into account new laws, regulations, practices and technology. All Personal Information held by us will be governed by this Privacy Policy. Any changes to this Privacy Policy may be advised to you by updating this page on our Website. We encourage you to check this page from time to time for any changes.

15. What to do if you have a question, problem or want to contact us about our use of your Personal Information or this Privacy Policy

15.1 If you:

• Have a query or concern about this Privacy Policy or our Personal Information handling processes
• Wish to make a complaint in relation to a breach of your privacy
• Would like to access your Personal Information held by us
• Would like to update or correct your Personal Information held by us, or
• Would like to opt out of direct marketing,

Please contact our Privacy Officer by sending your query or complaint to the following address:

Mailing Address:
The Privacy Officer
Murrays Australia Pty Ltd
PO Box 5021 Garran, ACT 2605

This Privacy Policy was last updated on 8 September 2026