1. Who we are and what this policy covers
HavenGo is operated by Haven Go Pty Ltd (ABN 62 700 826 624). This policy applies to personal information handled through the HavenGo website, driver registration and dashboard, delivery operations, communications, support, complaints and feedback.
We aim to manage personal information openly and in line with applicable Australian privacy law, including the Australian Privacy Principles where they apply.
2. Personal information we collect
Depending on how you use HavenGo, we may collect:
- Identity and contact details, such as your name, email, mobile number, date of birth and address.
- Driver and vehicle information, including licence, registration, insurance, vehicle capacity, service areas and availability.
- Screening and eligibility evidence, such as identity documents, facial verification images, police checks, Blue Card or worker-screening evidence and review outcomes.
- Delivery information, including pickup and drop-off details, job activity, status updates, route and location information, proof of delivery, incident notes and feedback.
- Payment information, including payout-account status and transaction references. Payment providers may collect financial details directly from you.
- Technical and security information, such as device, browser, IP address, authentication events, reCAPTCHA assessments and service logs.
- Communications, including enquiries, complaints, feedback and records of our response.
We collect information directly from you, from organisations arranging a delivery, from authorised screening and verification providers, from payment and communications providers, and automatically when you use our digital services.
If you provide information about another person, you must be authorised to do so and should tell them about this policy where practical.
3. Driver screening and sensitive evidence
HavenGo may need to confirm a driver's identity, licence, vehicle, insurance, criminal-history check, right to perform particular work and role-specific clearances. The requirements depend on the delivery type, vehicle and people being supported.
Screening evidence is used to assess safety and eligibility, prevent fraud, meet contractual or legal requirements and support periodic re-checks. Evidence remains pending until reviewed by an authorised person or verified provider. An upload alone does not mean a check has been approved.
Please provide only the evidence requested. Driver evidence is stored in restricted systems and is not displayed publicly or to customers. Where we need consent to collect sensitive information, we will request it at or before collection.
4. Artificial intelligence and automated assistance
We may use automated tools, including optical character recognition, document-quality checks, risk signals, route recommendations, job matching and tools that help staff classify or summarise operational information.
These tools may process contact, driver, vehicle, document, delivery and technical information. Their outputs can be incomplete or wrong. HavenGo does not treat an automated output as final approval of screening evidence, and authorised people can review, correct or override an automated recommendation.
We do not use generative AI to make a solely automated final decision that significantly affects a person's access to HavenGo work. If our practices materially change, we will update this policy and provide any additional notice required by law.
You may ask for an explanation of the role automated assistance played in a decision about you or request human review through our contact form.
5. Why we collect, use and disclose information
We use personal information to operate deliveries; register, authenticate and support drivers; assess safety and eligibility; process payments; communicate service updates; investigate incidents; prevent misuse; respond to enquiries and complaints; improve HavenGo; and meet legal, insurance and record-keeping obligations.
We may disclose relevant information to customers and delivery participants, community partners, identity and screening providers, payment processors, cloud and technology providers, SMS or email providers, professional advisers, insurers, regulators and law-enforcement bodies where authorised or required.
We seek to disclose only what is reasonably needed. Some technology and verification providers may process information outside Australia, including in the United States and other locations where their services operate. Provider locations can change, so contact us if you need current details about a particular service.
We do not sell personal information.
6. Security, retention and data breaches
We use access controls, authentication, private storage, encryption capabilities, monitoring and administrative procedures proportionate to the information we hold. No internet service is completely risk-free.
We retain information only for as long as reasonably needed for the purposes described above, required screening cycles, safety and dispute records, financial obligations and applicable law. We then delete, destroy or de-identify it where lawful and practical.
If a data breach is likely to cause serious harm and the Notifiable Data Breaches scheme applies, we will notify affected people and the Office of the Australian Information Commissioner as required.
7. Access, correction and choices
You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. We may need to verify your identity before acting and may refuse access where the law permits, explaining the reason where required.
You can also ask questions about retention, withdraw a consent where processing depends on consent, or tell us about communication preferences. Some information is necessary to provide a service or determine driver eligibility, so withdrawing it may affect what we can provide.
8. Privacy questions and complaints
Use our complaints form and choose “Privacy or personal information”. Explain what happened and the outcome you want. We will acknowledge the complaint, investigate it fairly, keep you informed and aim to provide a substantive response within 30 calendar days. If we need longer, we will explain why.
If you are not satisfied with our response, you may be able to complain to the Office of the Australian Information Commissioner.
9. Updates
We may update this policy when our services, providers or legal obligations change. The current version and effective date will remain available on this page.