Privacy policy

The personal information we collect or generate about you depends on the nature of your dealings with us. It may include: 

Basic identify details	Names Date of birth Contact details (address, email address, phone number) Social media handles.
Licence related information	Details on your driver and marine licence (e.g numbers, photographs) Information relating to your licence including demerit points Vision test results, medical and health conditions, medications taken, past drink or drug driving offences, sanctions or other information relevant to assess your fitness to drive when you apply for a licence Information relevant to assess your eligibility to accessible parking permit schemes, concessions or other discounts.
Biometric information	Face images and videos and biometric information (face scans and maps) derived from it used to verify your identity and renew your licence photo online.
Vehicle registration information	Vehicle or vessel registration details including number and date Transfer and roadworthy history and other information about vehicle history of financial liability.
Custom plates	Information relating to custom plates and associated products and services sold through our custom plate business.
Records of transactions and interactions with us	Records of your communications, enquiries, complaints, and transactions with us Payment card numbers to process your transactions in a tokenised or truncated form (ie limited to the first six and the last four digit) but excluding card authorisation data (CVV) Footage collected through CCTV at some of our customer service centres Information relating to your use of our website (see click stream data section below).

Purposes for which we may collect and use your personal information

With your consent where required, VicRoads may collect or use your information for various purposes in connection with the provision of registration and licensing and custom plate services.

This includes the following purposes, and other additional purposes which we inform you about and which you have agreed to:

Registration and licensing services	Processing maritime or driver’s licences or permit applications Registering motor vehicles or vessels Maintaining a register of registrations and licences Ensuring drivers are competent and fit to drive Administering accessible parking permit schemes including assessing eligibility In connection with vehicle safety related recalls.
Our other products and services	Selling registration number rights Selling (and enabling our customers to buy and sell) customised number plates Developing new, and improve existing, products and services.
Our business operations	Internal business operations and administrative purposes.
Marketing activities	Sending you electronic communications (emails or SMS) about products, services, events, or opportunities that may be of interest to you. You may withdraw your consent to receiving marketing material by using the unsubscribe option included in our communications. Please refer to the click stream data section below for more information about our use of targeting cookies and pixels for marketing activities.
Our interactions with you	Dealing with your enquiries and requests.
Compliance with law and protection of our legitimate interests	Identifying, preventing, or investigating any actual or suspected fraud or unlawful activity (see further below on the National Driver Licence Facial Recognition Solution) Complying with the law and respond to court orders and lawful requests from law enforcement and government agencies including the Department of Transport and Victoria Police Protecting our legitimate interests including to defend any legal claims against VicRoads, its employees or the Department of Transport and Planning.

De-identified data analytics and matching

Sometimes we may remove your names and other personal identifiers from data we have about you and use de-identified data such as demographic information and other information about your transactions and online behaviour (see below section on ‘click stream data’) to generate insights through data analytics including combining such de-identified data with data from other sources.

These insights are used in a de-identified and aggregated form to help us better understand customer behaviour, improve our products, services, and overall customer experience. We may also use these aggregated insights to create “look-alike” audiences—groups of potential customers who share similar characteristics or behaviours with our existing customers.

Consequences if we do not collect your information

You do not have to provide us with your personal information. Where possible, we will give you the option to interact with us anonymously or by using a pseudonym.

However, if you choose to deal with us in this way or choose not to provide us with your personal information, we may not be able to issue or renew your licence or registration, provide you with our services or otherwise interact with you.  

In some cases, we are required to collect your personal information e.g under road and safety or maritime laws.

Directly from you

Where it is reasonable and practicable to do so, and with your consent where required, we will collect personal information about you directly when you interact with us online, on the phone or in person, for example when you:

• complete a form, complete a transaction or register to use our portal or mobile apps
• visit our websites our use digital services (see section on ‘click stream data’)
• provide feedback, make a complaint, information requests or enquiries
• participate in other activities we offer, such as competitions or surveys
• join or participate on our social media pages and accounts and online forums
• attend our customer service centres (eg through CCTV).
• We may also generate new documents (such as your digital driver licence), information (including predictions) based on other information about you or attributed to you.

Indirectly (from third parties)

We may also collect your personal information from third parties where we cannot practically or reasonably collect this information directly from you, and with your consent where required.

These third parties include the Department of Transport and Planning, other government departments and agencies, law enforcement agencies, road operators, commercial partners and contractors and consultants who perform work on behalf of, or provide goods or services to VicRoads (including those listed in section on disclosure below).

We use cookies,[1] web beacons/pixels,[2] and similar tools to collect information about your interactions with our website and marketing emails[3] (‘click stream data’).

Some click stream data are strictly necessary and perform functions such as keeping your site visit secure and remembering you between pages. Others help us understand how visitors use our website(s), apps, social media pages and online services and are used to improve website performance, analyse trends, enhance usability, tailor content or advertising and improve your experience.  

These may include third party cookies services (e.g., advertising networks, analytics providers) that can track behaviour across multiple sites.

Click stream data collected may include:

• Device and browser type
• Pages visited and files downloaded
• Search terms entered
• Forms submitted
• IP address and referral source
• Date and time of visit
• User interaction data (e.g. clicks, scroll depth)
• Campaign data (e.g. UTM parameters for marketing attribution)
• Pseudonymous identifiers.

You can control how cookies (other than strictly necessary cookies) are used on your computer or device by changing your browser or device settings. Note blocking certain cookies may impact how our sites function.

[1] Cookies are small files stored on your device to track site usage. They do alone reveal personal information about you. If you choose to provide personal information online eg by registering at our site, this information may be linked to the data stored in the cookie.

[2] Web beacons (also called web bugs, pixel tags or clear GIFs) are graphic images (often transparent) that are placed on a site (or in an email) and when used in combination with cookies, can monitor the behaviour of the user visiting the site (or receiving the email).

[3] We do not include targeting cookies or pixels in regulatory communication emails to you.

Disclosures to third party service providers and commercial partners

We may disclose your personal information for the purposes described in this statement (see section ‘why we collect and use your personal information’) to commercial partners, contractors and other third-party service providers including organisations that:

• assist us with the delivery of our services and products eg:
• manufacturing and delivery of number plates or licences
• delivery of registration and licensing services and customer support
• processing payments
• we engage to do some of our work for us eg:
• market research or surveys
• email marketing automation
• data hosting and processing
• website and technology services
• data analytics
• marketing and targeted advertising. For example we may share your email address with third party ad platforms so they can combine it with other data and help customise our communications with you.
• auditors, legal advisors, insurers
• assist us to identify, investigate or prevent fraud or other misconduct.

Some of the third parties we disclose your personal information to may be based outside Victoria in other Australian States and Territories.

We will take reasonable steps to preserve your privacy when disclosing your information, including contractual and technical measures and, where appropriate, by de-identifying the information before we disclose it.

Department of Transport and Planning and Safe Transport Victoria

The Department of Transport and Planning and Safe Transport Victoria retains ownership of any data collected and used by VicRoads on their behalf, and we may share personal information with them in connection with the performance of motor vehicle and marine registration and licensing functions. Please refer to the Department’s privacy policy for more information on how they handle personal information.

National Driver Licence Facial Recognition Solution

We share driver licence and permit information (including images and associated biographic information) with the National Driver Licence Facial Recognition Solution (NDLFRS), an identity verification service hosted by the Commonwealth Government.

Consistent with the Identity Verification Services Act 2023 (Cth), NDLFRS data may be accessed and used by authorised agencies or private sector entities that need to verify your biographic or biometric information to provide a service (e.g. Centrelink entitlement), but only with your consent.

For more information, please visit the National Driver Licence Facial Recognition Solution.

National Exchange of Vehicle and Driver Information System

We share personal information with the National Exchange of Vehicle and Driver Information System (owned by AustRoads).  NEVDIS exchanges information about vehicles and driver licences across state borders, with public and private sector organisations to facilitate provenance checking on vehicles, matching of biographic details on licences and assists motor insurance underwriting, vehicle safety recalls and police in identifying stolen vehicles. For more information, please visit the NEVDIS website.

Other disclosures

We may also disclose information for the purposes of law enforcement, safety, or the investigation of traffic accidents or as otherwise required by law to other third parties, including:

• Victoria Police
• with organisations that scan the QR code on your DDL for the purpose of verifying your identify (this only occurs when you present your licence for verification)
• government entities
• toll road operators or toll authorities
• revenue and social security agencies
• other road authorities, transport authorities or traffic entities
• for road safety research
• municipal councils
• the Transport Accident Commission
• the manufacturer or supplier of vehicles in connection with vehicle safety recalls.

We and our service providers may use artificial intelligence (AI) technologies to enhance the services we provide, improve operational efficiency, and support decision-making processes. This may include AI tools to respond to your enquiries about our products and services and record these interactions (eg chatbots), call transcripts, summaries and ratings (sentiment analysis) for training our staff, to verify your identity (for fraud detection) or to assist with document review, summarisation, or drafting, to refine our marketing and advertising strategy and tailor ads that that better meet our customers’ needs and behaviours.

Where AI is used to process personal information, we take steps to ensure that such processing is fair, transparent, and consistent with applicable privacy laws. 

We may hold your personal information in physical or digital form. In some cases, we may use third parties to store your information.

In any event, we take reasonable steps to:

• protect your information from misuse, loss, and unauthorised access, modification or disclosure (including by adopting technical and organisational measures in line with the Victorian Data Protective Data Security Framework, and (in respect of credit card information), the Payment Data Security Standard)
• delete your personal information if it is no longer needed for any purpose, in line with the Public Records Act
• ensure that any of your personal information we collect, use and disclose is accurate, complete and up to date.