Privacy Policy
Last updated: 24 February 2026
1. Introduction
Load Assist Pty Ltd (ABN XX XXX XXX XXX) ("Load Assist", "we", "us", or "our") is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our freight marketplace platform (the "Platform").
This policy is prepared in compliance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Where applicable, we also adhere to state and territory privacy legislation.
By using the Platform, you consent to the collection and use of your information as described in this policy. If you do not agree, please do not use the Platform.
2. Information We Collect
2.1 Information You Provide Directly
Account Registration & Onboarding
- Personal identifiers: Full name, email address, phone number, date of birth
- Postal address: Street, city, state, postcode, country
- Identity documents: Driver's licence, passport, transport licence, dangerous goods licence
- Profile photo / avatar
Business Information (where applicable)
- Company name and business type (Sole Trader, Partnership, Company, Trust)
- Australian Business Number (ABN) and GST registration number
- Business registration certificates and ABN certificates
- Business address and operating regions
- Industry experience and website
Vehicle Information (Carriers)
- Vehicle make, model, year, and registration plate
- Vehicle type, load capacity (weight and volume), dimensions, and features
- Vehicle registration, insurance, roadworthiness, and permit documents
Insurance Information (Carriers)
- Insurance provider name, policy number, coverage amount, and expiry date
- Insurance certificates
Payment Information
- Shippers: Payment card details are collected and processed directly by Stripe. Load Assist does not store, access, or have visibility of your full card number or CVV.
- Carriers: Bank account details (BSB and account number) are collected and processed directly by Stripe Connect. Load Assist does not store full bank account numbers.
- We store Stripe Customer IDs and Stripe Connect Account IDs for reference purposes.
Job and Booking Information
- Job descriptions, item details (description, quantity, weight, dimensions, value, photos)
- Pickup and delivery addresses, contact names, phone numbers, and instructions
- Quotes, messages, and in-platform communications
- Proof of delivery (photographs, digital signatures, OTP verification records)
- Ratings, reviews, and comments
- Dispute evidence (photos, documents, videos, descriptions)
2.2 Information We Collect Automatically
- Device information: Browser type, operating system, device identifiers
- Usage information: Pages visited, features used, interaction timestamps
- IP address: Collected at account registration, agreement acceptance, and during Platform use
- Location data: GPS coordinates (latitude, longitude, speed) during active booking transit (Carriers only, with consent)
- Cookies and similar technologies: Session cookies, authentication tokens, and analytics cookies (see Section 9)
2.3 Information from Third Parties
- Stripe: Payment processing status, account verification status, payout status
- Mapbox: Geocoding and routing data for job locations
- Authentication providers: If you use social login (Google, etc.), we receive your name, email, and profile photo
3. How We Use Your Information
We use your personal information for the following purposes:
3.1 Core Platform Operations
- Creating and managing your account;
- Completing identity verification (KYC) and fraud prevention;
- Facilitating job posting, quoting, and booking;
- Processing payments, refunds, and carrier payouts via Stripe;
- Enabling real-time GPS tracking during active transits;
- Generating invoices and financial records;
- Managing disputes, evidence review, and resolution;
- Operating the ratings and reviews system.
3.2 Communication
- Sending transactional notifications (booking confirmations, status updates, payment receipts, delivery OTPs);
- Delivering dispute and refund status updates;
- Sending review request notifications;
- Providing customer support responses.
3.3 Safety, Security, and Legal Compliance
- Preventing fraud, abuse, and platform misuse;
- Enforcing our Terms of Service and platform policies;
- Managing strike points, suspensions, and bans;
- Complying with Australian tax, transport, and other regulatory obligations;
- Responding to lawful government and law enforcement requests.
3.4 Platform Improvement
- Analysing usage patterns to improve features and user experience;
- Generating aggregate, anonymised statistics and reports;
- Testing and developing new platform features.
4. Legal Bases for Processing
We process your personal information on the following legal bases under the APPs:
- Consent: You consent to data collection at registration, onboarding, and when opting in to specific features (e.g., GPS tracking);
- Contractual necessity: Processing is necessary to perform our contract with you (e.g., payment processing, booking management);
- Legitimate interests: Platform security, fraud prevention, service improvement, and dispute resolution;
- Legal obligation: Tax reporting, financial record keeping, regulatory compliance.
5. How We Share Your Information
5.1 Between Users
To facilitate bookings, certain information is shared between Shippers and Carriers, including: name, company name, contact phone number, rating score, pickup/delivery details, and booking status. Full financial details are not shared between users.
5.2 Service Providers
We share information with trusted third-party service providers who process data on our behalf:
| Provider | Purpose | Data Shared |
|---|---|---|
| Stripe | Payment processing, payouts, identity verification | Name, email, business details, bank details, payment amounts |
| Amazon Web Services (S3) | File storage (documents, photos, invoices) | Uploaded files (encrypted at rest) |
| Mapbox | Maps, geocoding, route generation | Address data, GPS coordinates |
| Email service provider | Transactional emails | Name, email, booking details |
5.3 Legal and Regulatory
We may disclose your information:
- To comply with applicable laws, regulations, or legal processes;
- To respond to valid government or law enforcement requests;
- To protect the rights, safety, or property of Load Assist, our users, or the public;
- In connection with a merger, acquisition, or sale of assets (with prior notice).
5.4 No Sale of Personal Information
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
6. Data Storage and Security
6.1 Storage Location
Your data is stored on servers located in Australia and, where our service providers operate internationally (e.g., Stripe, AWS), may be transferred to and stored in other jurisdictions with equivalent data protection standards. Where data is transferred overseas, we take reasonable steps to ensure it receives equivalent protection as required by APP 8.
6.2 Security Measures
We implement industry-standard security measures including:
- Encryption of data in transit (TLS/SSL) and at rest (AES-256);
- Secure password hashing (bcrypt);
- HTTP-only, secure authentication cookies;
- Role-based access controls for staff;
- Regular security audits and monitoring;
- Stripe PCI-DSS compliance for payment data;
- Automated session expiry and token rotation.
6.3 Data Breach Response
In the event of a data breach likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act.
7. Data Retention
| Data Type | Retention Period |
|---|---|
| Account data | Duration of account + 2 years after deletion |
| KYC documents | 7 years (Australian anti-money laundering requirements) |
| Transaction and financial records | 7 years (Australian tax law) |
| Booking and job data | 7 years |
| Dispute records and evidence | 7 years |
| GPS tracking data | 90 days after booking completion |
| Server logs | 12 months |
| Cookies | Session-based or up to 12 months |
After the retention period, data is securely deleted or permanently anonymised. You may request earlier deletion of non-essential data (see Section 8).
8. Your Rights
Under the Australian Privacy Act, you have the right to:
- Access: Request a copy of the personal information we hold about you;
- Correction: Request correction of inaccurate or incomplete personal information;
- Deletion: Request deletion of your account and personal data (subject to legal retention requirements);
- Complaint: Lodge a complaint with us or with the OAIC if you believe your privacy has been breached;
- Withdraw consent: Withdraw consent for optional data processing (e.g., GPS tracking, marketing communications) at any time.
To exercise any of these rights, contact us at privacy@loadassist.com.au. We will respond within 30 days.
9. Cookies and Tracking Technologies
We use the following categories of cookies:
| Category | Purpose | Duration |
|---|---|---|
| Essential | Authentication, security, session management | Session |
| Functional | User preferences, language settings | 12 months |
| Analytics | Platform usage statistics (anonymised) | 12 months |
We do not use advertising or third-party marketing cookies. You can manage cookie preferences through your browser settings, though disabling essential cookies may impact Platform functionality.
10. Children's Privacy
The Platform is not intended for individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that we have collected data from a person under 18, we will take steps to delete it promptly.
11. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be communicated via email and/or in-Platform notification at least 14 days before taking effect. The "Last updated" date at the top of this policy indicates the most recent revision.
12. Contact Us
For privacy-related enquiries or complaints:
- Privacy Officer: privacy@loadassist.com.au
- General Support: support@loadassist.com.au
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).