Privacy Policy

1. About ICS

ICS operates an online enquiry and referral service for people seeking information or assistance in relation to injury-related matters.

Our role may include receiving enquiries, understanding the type of assistance a person is seeking and, where appropriate, facilitating contact with selected third-party service providers or organisations that may be able to assist.

Any services ultimately provided by a third party are provided by that third party and may be subject to its own terms, professional obligations and privacy practices.

2. Personal information we may collect

The information we collect depends on how you interact with ICS and may include:

• your name;
• telephone number and email address;
• preferred language and contact method;
• State or Territory;
• the type of enquiry or claim;
• the date and circumstances of an injury, accident or incident;
• information you choose to provide about injuries, symptoms, treatment, rehabilitation, recovery or capacity to work;
• information about the type of assistance you are seeking;
• information contained in communications with us;
• website usage and technical information; and
• referral and attribution information, such as referral source, UTM parameters, advertising click identifiers and landing page information.

Some information you provide may constitute health information or other sensitive information.

We encourage you to provide only information that is reasonably relevant to your enquiry.

3. How we collect personal information

We generally collect personal information directly from you when you:

• submit an enquiry through our website;
• contact us by telephone or email;
• communicate with us through a messaging platform;
• request information or assistance; or
• otherwise interact with ICS.

We may also receive information about you from another person or organisation where you have authorised this, where you would reasonably expect it, or where otherwise permitted by law.

4. Why we collect and use personal information

ICS may collect, hold and use personal information to:

• receive and process your enquiry;
• understand the type of assistance you are seeking;
• contact you about your enquiry;
• identify service providers or organisations that may be relevant to your circumstances;
• facilitate introductions or referrals where appropriate;
• communicate with relevant service providers in connection with your enquiry;
• follow up on your enquiry;
• administer and improve the ICS website and enquiry service;
• maintain appropriate operational and business records;
• protect the security and integrity of our systems;
• measure website and campaign performance; and
• comply with applicable legal or regulatory requirements.

ICS does not use health information for unrelated advertising targeting.

5. Health and sensitive information

An enquiry may include health or other sensitive information, including information about an injury, symptoms, treatment, rehabilitation, recovery or capacity to work.

Where required, ICS collects sensitive information with your consent and where the information is reasonably necessary for processing your enquiry or facilitating relevant contact or referral.

You are not required to provide information that is unrelated to your enquiry.

6. Disclosure and referrals

Depending on the nature of your enquiry, ICS may share information relevant to your enquiry with selected third-party service providers or organisations that may be able to assist you.

These may include, where relevant:

• medical or allied health providers;
• rehabilitation or return-to-work providers;
• legal service providers;
• claims-related professionals or organisations; and
• other professional or support service providers.

A service provider receiving your enquiry may contact you directly.

ICS seeks to limit information disclosed to what is reasonably relevant for the purpose of processing your enquiry or facilitating the relevant introduction or referral.

Where additional consent is required, we will seek that consent where appropriate.

7. Third-party service providers supporting ICS

ICS may use third-party providers to support the operation of our website and enquiry service, including providers of:

• website hosting;
• data storage;
• communications;
• email delivery;
• website security;
• analytics; and
• technical or operational infrastructure.

We seek to use these providers in a manner consistent with appropriate privacy and security practices.

8. Website analytics and advertising attribution

ICS may use analytics and advertising measurement technologies to understand website usage, campaign performance and how visitors reach our website.

Information used for these purposes may include referral source, campaign information, UTM parameters, advertising click identifiers, browser or device information and website interaction data.

ICS seeks to configure analytics and advertising systems so that enquiry contents, including names, telephone numbers, email addresses, briefing text and health or injury information, are not intentionally provided to advertising or analytics platforms for advertising targeting.

9. Cookies and similar technologies

Our website may use cookies and similar technologies for purposes including:

• essential website functionality;
• security and abuse prevention;
• analytics;
• performance measurement; and
• advertising attribution.

Where required, additional notices or choices may be provided in relation to these technologies.

10. Storage and security

ICS takes reasonable steps designed to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Personal information may be stored using systems and service providers selected with regard to privacy, security, reliability and operational requirements.

ICS seeks to store and handle personal information within Australia wherever reasonably practicable.

Access to enquiry information is intended to be limited to people who require access for legitimate operational purposes.

No electronic system or method of internet transmission can be guaranteed to be completely secure.

11. Retention of personal information

ICS retains personal information for as long as reasonably necessary for purposes such as:

• processing or following up an enquiry;
• facilitating an introduction or referral;
• maintaining appropriate operational records;
• managing our enquiry service; and
• meeting applicable legal or regulatory requirements.

Retention periods may vary depending on the nature of the information and circumstances.

When information is no longer reasonably required, ICS may take reasonable steps to delete, destroy or de-identify it where appropriate.

12. Access and correction

You may contact ICS to request access to personal information we hold about you or to ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before processing a request.

Requests may be sent to:

info@icsupport.au

We will aim to respond within a reasonable period.

13. Privacy enquiries and complaints

If you have a question, concern or complaint about how ICS handles personal information, please contact:

Injury Claims Support Email: info@icsupport.au

Please provide enough information for us to understand and consider your concern.

We will aim to respond within a reasonable period.

Where applicable, you may also have the right to raise a privacy complaint with the Office of the Australian Information Commissioner.

14. Third-party websites and communication platforms

Our website may link to or use third-party services such as WhatsApp, WeChat, LINE, KakaoTalk or Zalo.

Information you provide directly through a third-party service may also be handled according to that provider’s own privacy practices.

Similarly, a third-party service provider introduced through ICS may collect information from you directly under its own privacy policy.

ICS does not control the independent information-handling practices of third parties.

15. Changes to this Privacy Policy

ICS may update this Privacy Policy from time to time to reflect changes to our website, enquiry processes, technology, service providers, information-handling practices or applicable requirements.

The latest version will be published on the ICS website and will display the date it was last updated.

16. Contact

For privacy enquiries, access or correction requests, or privacy complaints:

Injury Claims Support Email: info@icsupport.au