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How Megabus Software collects, uses and protects personal information.
Last updated
Megabus Software Pty Ltd (ABN 18 605 992 096) ("Megabus", "we", "us") handles personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This policy explains how we handle personal information through our website, www.megabus.com.au, including our help centre, forms, website assistants and product walkthroughs. The Marlin mobile app has its own privacy policy, further down this page. Our cookie policy explains the cookies we use in more detail.
When you send an enquiry, ask for a demo, ask for a callback, or leave your details in an assistant or product walkthrough, we collect what you enter:
If you ask for a callback from one of our website assistants, your conversation with it is sent with your details so our team has the context.
Some pages have forms for a particular campaign or event. They collect the fields shown on the form and the same marketing choices.
Existing customers can get help through our help centre:
Our team is notified of new requests and enquiries by email.
The assistants on our website, one that answers questions about Marlin and one in our help centre, use an artificial intelligence (AI) model to answer. When you ask a question:
Because the conversation is the service you asked for, we keep it whether or not you accept cookies. Please don't type personal, financial or sensitive information into the assistants. Answers are written by an AI model and may be wrong, so please check anything important with us.
How the help assistant decides when to offer a person. The help assistant automatically assesses each of your messages: whether you seem calm, frustrated or upset, whether you are asking for a person, and whether the problem is urgent, for example if you cannot trade, cannot sign in or have a billing problem. Fixed rules use these assessments to decide when it offers to hand you to our support team. No person reviews each of these decisions as it is made. Whatever the assistant decides, you can always phone us or log a support ticket. The assessments are kept with the conversation.
Our interactive product walkthroughs use the same AI provider to answer questions, and we keep the same records.
Where a walkthrough's voice is switched on, it can read its answers aloud and you can ask questions by speaking:
The vehicle inspection walkthrough can use your device's camera to take sample photos. Those photos stay in your browser and are never uploaded to us.
The people, vehicles and records shown in the walkthroughs are made-up demonstration data.
If you accept cookies and arrive through one of our campaign links, our website keeps the campaign details from that link (such as the source, the campaign name and any ad-click code from Google, Microsoft or Meta), the page you first landed on and when. It keeps the first campaign that brought you for up to 90 days, and the most recent one.
These details stay in your browser and are sent to us only if you send a form. They are then kept with your enquiry so we know which campaigns lead to enquiries. You can remove them by clearing our website's data in your browser or by withdrawing your cookie consent.
If you accept cookies, we use these tools to understand how our website is used:
If you decline, none of these tools load. You can change your choice at any time with Cookie settings at the bottom of every page.
Our Google Analytics account is linked to our Google Ads accounts. If you accept cookies, Google can use cookies and information about your visit to tell us whether our ads lead to visits and enquiries. Accepting does not allow Google to use your visit to personalise the ads you see. You can manage how Google uses your information at myadcenter.google.com.
Videos from YouTube and Vimeo do not load until you press play. When you do, YouTube (in its privacy-enhanced mode) or Vimeo (with its "do not track" setting) receives your IP address and browser details, and its own privacy policy applies.
We use personal information:
We share personal information only with organisations that help us run our website and respond to you, and only what they need:
We may also disclose personal information where the law requires or allows it, for example to a court or government agency. We do not sell personal information.
Our website, its database and uploaded files, and their backups, are hosted in Australia. Some of the organisations above store or process information outside Australia, mainly in the United States, the European Union and Canada. Before we disclose personal information overseas, we take reasonable steps, including through our agreements with the recipient, to make sure it is protected in line with the Australian Privacy Principles.
We send marketing emails, text messages and calls only to people who have agreed to receive them. Each is a separate choice, and saying no never affects how we answer your enquiry. Our marketing calls may be automated or use an AI voice, and the call will say it is from Megabus Software. We do not make marketing calls to numbers on the Do Not Call Register unless you have agreed to hear from us.
You can stop our marketing at any time:
We act on requests to stop within five business days.
Information we have passed to our lead management system or the services we use to send marketing is kept under their own settings, and deleted from them when you ask us to delete it.
Our website and its database are hosted in Microsoft Azure in Australia on a private network, and information is sent over encrypted connections. Only Megabus staff with a website account can see enquiries, conversations and visit records, and each account can see only what its role needs. Only administrators can delete records. No method of sending or storing information is completely secure, but we work to protect your information from misuse, loss and unauthorised access.
You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it, by emailing support@megabus.com.au or calling 03 9262 5000. This includes enquiries, support conversations and assistant conversations. We may need to confirm who you are first. We will respond within 30 days.
If you have a concern about how we have handled your personal information, please contact us first using the details below. We will look into it and respond within 30 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992. If you are in New Zealand, you can also contact the Office of the Privacy Commissioner at privacy.org.nz.
We will update this policy when we change how we handle personal information. The date at the top shows when it last changed.
Privacy Officer, Megabus Software Pty Ltd
Last updated
This privacy policy was last updated on 15 July 2022.
Megabus Software Pty Ltd (ABN 18 605 992 096) (Megabus, ‘us’, ‘we’) is committed to privacy protection.
This privacy policy informs users of our mobile application Marlin Blue (‘app’) in relation to how we collect and manage the personal information of our customers, potential customers, suppliers, and others (‘customer’ or ‘you’). It also sets out how you can contact us if you have any queries or concerns about this information.
For the purposes of this policy, the products and services described in this section will be referred to as “products and services”.
When used in this privacy policy, the term “personal information” has the meaning given to it in the Privacy Act 1988 (Cth). In general terms, personal information is information we hold which is identifiable as being about you.
We may collect the following types of personal information:
We may also collect some information that is not personal information because it does not identify you or anyone else. For example, we may collect anonymous answers to surveys or aggregated information about how users use our app.
The app may collect certain information automatically including but not limited to the type of mobile device you use, your mobile device unique ID, the IP address of your mobile device and your mobile operating system.
Megabus collects personal information from you in a variety of ways, including:
We may also collect personal information from third parties including:
If you provide personal information about another person to Megabus (such as a customer of your product or service) you will need to obtain consent to share such information with Megabus from that person and notify them of this privacy policy.
We collect personal information about you so that we can perform our business activities and functions and to provide best possible quality of customer service. We collect, hold, use and disclose your personal information for the following purposes:
From time to time we may email you with news, information or offers relating to our products and services or those of selected partners. This is to keep you informed of products, services and special offers we believe you may find valuable and may continue after you cease acquiring products and services from us. If you would prefer not to receive promotional or other material from us, please let us know and we will respect your request. You can unsubscribe from such communications at any time if you choose.
We may disclose your personal information to:
By providing us with personal information, you consent to the terms of this privacy policy. Where we disclose your personal information to third parties, we will request that the third party follow this policy regarding handling of your personal information.
We may disclose personal information to our related bodies corporate in Australia and other locations (such as the United States and Canada ) and third-party suppliers and service providers located overseas for some of the purposes listed above.
On some occasions, personal information collected by us may be stored, disclosed and processed both in Australian and/or overseas, including but not limited to the United States and Canada . In these circumstances, we will use reasonable endeavours to ensure that the foreign entity to which your personal information is transferred has appropriate measures in place to protect your personal information.
We may use cookies from time to time on our app. Cookies are files with a small amount of data that are commonly used as anonymous unique identifiers. These are sent to your browser from the app and are stored on your device’s internal memory. You can choose to reject cookies by changing your device settings however this may prevent you from taking full advantage of our app.
We understand that the security of your personal information is important. We have put in place suitable procedures and security features to try to ensure that your personal information is properly protected from misuse or loss, and unauthorised access, modification or disclosure.
The transmission and exchange of information is carried at your own risk. Please remember that any username or password in relation to our app is personal to you and should not be made available to any other person. You should stop using your username and password and notify us immediately if you suspect that someone else may be using them.
You may request access to any personal information we hold about you at any time by contacting us. Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). You have the right to request deletion of your information. You may contact us as provided in the Contacting Us section below to request assistance. If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it.
There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
Our products and services may include links to other sites or offer third-party products and services. These third-party sites have separate and independent privacy policies. We therefore have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services. Nonetheless, we seek to protect the integrity of our app and welcome any feedback about these sites.
If you have any questions about this privacy policy, any concerns or a complaint regarding the treatment of your privacy or a possible breach of your privacy, please contact us at support@megabus.com.au.
We will treat your requests or complaints confidentially. Our representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved in timely and appropriate manner.
The length of time we keep your personal information depends on what it is and whether we have an ongoing business need to retain it (for example, to provide you with a service or to comply with applicable legal, tax or accounting requirements). We will retain your personal information for as long as we have a relationship with you and for a period afterwards where we have an ongoing business need to retain it. Following that period, we will make sure it is deleted or anonymised.
You can stop collection of information by the app by uninstalling the app from your device. You can also request to opt out via email at support@megabus.com.au.
We may change this privacy policy from time to time. Any updated versions of this privacy policy will be posted on our app and this website.
