Your privacy

This page explains what DyComDrive records about you, why, who sees it, and how to ask us about it.

Version 1.5 — last updated 7 October 2026.

Who we are

DyComDrive is the trading name of DyCom Group Queensland Pty Ltd (ACN 163 125 371), a Bribie Island business.

• Booked hire service licence 285467.
• Booking entity authorisation 289710, current until 29 September 2027.
• One driver, Bruce, and one car, a Kia EV9.

Both numbers are issued by the Queensland Department of Transport and Main Roads. You are welcome to check them by ringing the Department on 13 12 30.

For anything about your privacy, contact Bruce, the operator: phone 07 3059 8632, email qld@dycomgroup.com.au.

The law we follow

We are a small business. Small businesses are generally not required by the Privacy Act 1988 to have a privacy policy. We have one anyway. We use the Australian Privacy Principles in that Act as our standard for handling your information.

Whatever our size, two laws protect you:

• Privacy law. If we seriously invade your privacy, you can take us to court.
• Consumer law. Every promise on this page is a promise to a customer. You can hold us to it.

What we record about you

Only what we need to get you there safely. That can include:

• Your name and mobile number.
• Your email address, if you choose to give it. If you book by phone and cannot get texts, we need one to send you your written quote. For a ride day we always need one, because a ride day’s written quote comes by email.
• Your pickup address and suburb, and where you are going.
• The help you need. For example: being met at your door, being walked inside, a walking frame, a folding wheelchair, help because your sight or hearing is poor, or support because memory or concentration is hard.
• That you travel with a guide dog, hearing dog or other assistance animal. An assistance animal is never treated as a pet.
• Whether someone travelling with you can use the back row of seats.
• Anything you or your family tell us in your own words about getting about. We keep a standing note on your file, and sometimes a note for one particular trip.
• How you like to ride. For example: a quiet ride with no conversation, texts rather than calls, a message when we are on the way, or calmer roads with no motorways or tunnels.
• A pet travelling with you: how many, what kind, and any notes.
• Whether you react badly to animals.
• An NDIS number, if you choose to give it.
• If you book for someone else: the name of the person travelling, and the details they need for the trip.
• For a ride day: how many riders and bikes, and where you are going. For each rider under 18, their name and a note that we saw a signed consent form from a parent or guardian.
• Your trips: dates, times, places, the fare we quoted, and what you were charged. That includes whether you asked for the car as soon as possible or for a set time, and the times we record on the day, such as when the car arrived at your door and when you got in. On a Wait & Return, if you text our text number to say you are ready, it includes the time your text reached us (and, if you texted from a different mobile, that number and whose it is).
• The text messages and emails we send you, and whether each one was sent. (We cannot tell whether a text reached your phone, or whether an email reached you.)
• The receipts we send or give you, and how we sent or gave them. On a ride day, that includes any tax invoice for a deposit we kept.
• Text messages you send us.
• Notes our staff make about your bookings, such as what you told us on the phone.
• Where the car was at a few moments of your trip, from our driver’s phone (see Where the car was).

Where the car was

When our driver taps on their phone that you are in the car, that another rider sharing your trip is in the car, that we have picked you up for the trip home (on a Wait & Return or a ride day), or that your trip has finished, the phone is asked once where the car is at that moment. We keep what it gives: the position (latitude and longitude), how accurate the phone says it is, and the time.

• It is only ever taken at those taps, and only from the phone of the driver on your trip.
• We do not track the car between those moments.
• We never work out a position from your address, and we never type one in.
• If the phone cannot get a position, nothing is recorded.
• Trips from before we started doing this have none.

Why: Queensland transport law requires us to keep where each journey started and ended, and the Department of Transport and Main Roads may ask us in writing for that information. Who sees it: our office, in the trip’s record, and the Department only if it asks us for it in writing. It is never shown on our public pages, and it is not in the routine trip reports we send the Department. How long: it is part of the trip’s record and is kept, and deleted, the same way (see How long we keep it).

Some of this is health information. The wheelchair, the walking frame, an assistance animal, sight, hearing, memory and concentration support, an animal allergy, and anything you tell us in your own words about getting about all count as health information under the law. We take extra care with it.

You, or the person booking for you, choose whether to tell us. If someone else told us, you can ring us to see it, change it or have it taken off your file. We record it only so your trip is safe and comfortable.

We ask for your OK before we keep it. On our booking form, and on the form for asking to join a shared trip, a short note beside these questions says why we ask and who sees the answers. If you tell us about the help you need, an animal allergy, or anything in your own words, you tick a box to say we may keep it. If you book by phone, we ask you on the phone (“We’ll note the help you need so your driver knows. Is that OK?”), and we record that you agreed and who asked you. If someone books for you, they tell us you are happy for us to keep it. If the answer is no, we leave those details out.

Your driver and our office see it. It goes no further unless the law requires us to show it, our insurer needs it after an accident, or someone is in danger. The other cases are when you ask to share a trip: the person whose trip it is is told if you are allergic to animals, and if an assistance animal travels with you — never your name (see Sharing a trip).

We never ask for a diagnosis. “Please walk me in” or “a quiet ride, please” is all we need to know.

Where it comes from

• From you, on the booking form on this website or on the phone.
• From text messages between you and us.
• From someone booking for you, such as a son or daughter, a carer, or a care facility.
• From our driver’s phone, for where the car was at a few moments of your trip (see Where the car was).

When you book online, we text a 6-digit code to your mobile. The code only proves the phone is yours. It is not an agreement to anything.

Where it is kept

• Our booking system is kept on computers that DyComDrive runs itself, in Queensland. Every night we back up the booking database, so a booking record is not lost if a computer fails. The backups are kept on our own equipment, and with Datto, a backup service, in Australia. We have not set a date for deleting them.
• Emails. Emails you send us, the alert emails our booking system sends our office about bookings (these can include a rider’s name and pickup time), and the written quotes, receipts and ride-day deposit tax invoices we email to riders (see Emails we send you), are kept by our email provider, Microsoft 365, in Australia. Datto also keeps a backup of our email, in Australia, with no set deletion date.
• Phone calls to our phone system. Calls to us go through our phone system, 3CX, hosted in Australia (Sydney). It keeps a record of the number that called and when. Texts sent to our text number go only to our booking system. If you text our older number, 0485 990 046, that text arrives in our phone system instead, and it keeps a copy of the message. Datto also keeps a backup of our phone system, in Australia, with no set deletion date.
• Alerts to the operator’s phone. Our system texts short alerts about bookings to Bruce’s mobile, through CommsChannel. These can include a rider’s name and pickup time. The pop-up notices our system shows on our staff’s phones and computers carry no details about you: they only say that something needs looking at.

The step-by-step record of each booking is kept so that nobody can change or delete an entry in the course of running the business. That is deliberate: it is the record the Department of Transport and Main Roads relies on.

Why we record it

• To arrange your trip and drive you.
• To give you the right seat. The two seats in the very back of our car are not suitable for anyone unsteady on their feet, so we plan around the four comfortable seats.
• To plan the help you need, and allow time for it. Being walked inside adds about 10 to 15 minutes to the time we set aside for your trip. That is why the note matters.
• To keep you safe if you react to animals. If you have told us you do, we never put you in a shared trip that has a pet on board. Your driver is warned, takes the pet liner out and cleans the car before your trip, and we plan so that you are not carried straight after a pet.
• To work out your fare and give you a written quote.
• To send you a receipt after each trip, and again when you ask for one, and on a ride day a tax invoice for a deposit we kept.
• To arrange a shared trip, if you choose to share (see below).
• To text you about your booking.
• To keep the booking records Queensland transport law requires, including where each journey started and ended.
• To send the Department of Transport and Main Roads the regular trip reports that Queensland transport law requires.
• To keep safety and incident records.
• To deal with a question or a complaint.

We do not use any of this to advertise to you. We do not build a profile of you. We share nothing with advertisers.

Text messages

We text you:

• when we receive your booking request, with your written quote, unless you booked by phone and cannot get texts (then we email the quote instead);
• with your written quote again, if you ask for it or the first one did not go;
• when we receive a ride-day enquiry, to say it arrived and that we will ring you (that text has no price in it: a ride day’s written quote always comes by email, never by text — see Emails we send you);
• when we confirm it, ride days included;
• if it is cancelled, or the time changes;
• when we are on the way;
• if we could not collect you;
• after a Wait & Return, with the times we recorded and your fare, if we have a mobile number for you (if the figures look wrong to us, we ring you instead; if we do not have a mobile number for you, ask us and we will tell you);
• on a ride day, if there is a charge for extra time, or we took it off;
• with a receipt after each trip, and again if you ask for one (if we emailed you your written quote, as we always do for a ride day, the receipt comes by email instead; if we are still checking your final fare with you, it comes once we have spoken to you);
• with the code for booking online;
• about shared trips;
• on a ride day, when the crew arrives and when it heads home.

A text that carries your written quote or a receipt is long, because it gives the quote or the receipt word for word. Your phone may show it in parts.

If someone else booked for you, our texts about the trip go to their mobile.

We keep a record of each text and whether it was sent. “Sent” means our text company accepted it. We cannot tell whether it reached your phone.

Our texts go through CommsChannel, an Australian company, with its systems in Sydney. It carries texts both ways: the texts we send you, and the texts you send us. It receives your mobile number and the words of each message so that it can pass them on.

If you text us, a person at DyComDrive reads your message. A text never books, cancels or changes anything by itself. If your message needs action, we ring you.

To text us, reply to one of our texts, or text 0489 988 601. Our phone number, 07 3059 8632, is for calls only.

Some of our texts say “reply YES”. If you reply YES, we will ring you to arrange it. Your reply alone does not book, approve or cancel anything.

On a Wait & Return, you can text our text number, 0489 988 601, to say you are ready to come home. A person here links your text to your trip, and the waiting is worked out from the time it reached us. If you text from a different mobile from the one on the booking, a person here notes whose number it is with your trip.

We delete the messages you send us from our booking system after 12 months. Texts sent to our older number, and texts sent to us before 6 October 2026, arrived in our phone system, which keeps its own copy. Copies may stay with CommsChannel for longer. Copies in our phone system and in our backups (on our own equipment and with Datto, in Australia) have no set deletion date.

Emails we send you

Queensland law requires us to give you a written quote before your trip. For a car trip we normally text it. If you book by phone and cannot get texts, we ask for an email address and email the quote to you instead, word for word as we would have texted it.

A ride day is different: its written quote always comes by email, never by text. So when you ask about a ride day, online or on the phone, we ask for your email address. We still text you to say your enquiry arrived, and to confirm the booking.

• It comes from our booking system’s mailbox, drivealerts@dycomdrive.com.au.
• We use that address only to send you:
  • the written quote for that booking, and again if you ask for it;
  • a receipt after your trip, and again if you ask for one;
  • on a ride day, if we keep your deposit (because the day was cancelled late, or your group was not at the pickup), a tax invoice for the deposit we kept.
  We do not email you anything else.
• We never send you advertising or marketing by email.
• Please ring us rather than reply. That mailbox is not read for bookings.
• We keep a record of each email, the address it went to, and whether it was sent. “Sent” means our email provider accepted it. Our email provider, Microsoft 365, also keeps a copy of each email, in Australia, and Datto keeps a backup of it, in Australia, with no set deletion date.

Who else sees it

• Your driver and our office. Your driver sees what they need to drive you, including the help you need. Our office staff, who take bookings, see the same. Each staff member has their own sign-in, and a driver sees only their own trips.
• The public, on our rides page — only if you choose to share. If you let others ask to join your trip, our “rides you could join” page shows:
  • the suburbs the trip runs between;
  • the day;
  • a half-hour window;
  • how many seats are free;
  • a short reference code.

  It never shows:

  • your name or phone number;
  • your street address;
  • an exact time;
  • anything about the help you need.

  Bribie is a small place. That is why we show a half-hour window, not a time.

  A wait-and-return trip is never listed.

• Someone you agree to share a trip with. See the next section.
• CommsChannel, which carries our texts both ways.
• Our email provider (Microsoft 365) and our phone system (3CX), which hold emails, call records and copies of texts sent to our older number (see “Where it is kept”).
• Datto, our backup service, which keeps copies of our backups, and backups of our email and our phone system, in Australia.
• A payment company, only if you pay a ride-day deposit through a link we text you (see “Does anything go overseas?”).
• The Department of Transport and Main Roads. We send the Department the regular trip reports the law requires. Those reports do not say who you are. Your name goes to the Department only if it asks for it in writing, or if a transport inspector asks to see a booking record, which the law requires us to show. Where the car was at your trip’s taps goes to the Department only if it asks for it in writing.
• Our insurer, the police or emergency services, if we have to — for example after an accident, or if someone is in danger.

We never sell, rent or swap your details, and we never take a payment or a commission for passing them on to anybody.

Sharing a trip

• Sharing is off unless you turn it on.
• Your trip only becomes shared when you, the other rider and we all say yes. The other rider asks, the person whose trip it is says yes, and then we confirm.
• To help you decide, each of you is told the other’s suburb, the time window, how many are travelling, whether an animal travels on the trip, and any ride preference that would apply to the whole trip, such as a calmer route. You also see your own exact fare.
• An animal allergy. If you ask to join someone’s trip and you have told us you are allergic to animals, the person whose trip it is is told that the other rider is allergic to animals. They are not told your name.
• An assistance animal. If you ask to join someone’s trip and an assistance animal travels with you, the person whose trip it is is told that the other rider travels with an assistance animal, in the cabin with them. They are not told your name.
• Apart from those two things, we never give the other rider your name, phone number, street address, or anything about the help you need. On the day, of course, anyone in the car will see where the car stops.
• When someone joins your trip, your fare goes down. Each person pays only their own fare. If the other rider pulls out, your fare goes back to your original quote, and never higher.

We text approval links to the mobile number you gave us. Anyone who has that phone can open the link. Each link works once, and stops working before the trip. If your phone is shared with someone else, tell us: you can always say yes or no by ringing 07 3059 8632 instead.

If you reply YES to our text instead of using the link, we ring you to check before we record your answer. If we cannot reach you, the request lapses on its own and nothing changes.

Does anything go overseas?

No. Everything we keep about you is kept in Australia:

• our booking system: on our own computers, in Queensland;
• our backups, including the backups of our email and our phone system: on our own equipment, and with Datto, a backup service, in Australia;
• our email: Microsoft 365, kept in Australia;
• our phone system: 3CX, hosted in Australia (Sydney);
• our texts: CommsChannel, an Australian company, with its systems in Sydney.

We do not take card payments on this website. We tell you how to pay your fare when we confirm your booking.

For a ride day, we may text you a link to pay a deposit. That payment page is run by a payment company, not by us. Before you pay, we will tell you which company it is and which country it is in. Your card details go straight to that company. We never see your full card number.

This website

We do not keep track of what you look at on this website, and we show no advertising.

For families who know the terms: our public pages use no analytics and no tracking or advertising cookies. Booking online stores none of your details on your phone or computer — our pages with your details are never saved on the device. The only cookie we use is for our own staff when they sign in.

How long we keep it

We keep the record of every booking for 5 years, because tax law makes us keep business records that long. That includes the two years Queensland transport law requires, during which we must show the record to a transport inspector if asked. So if you ask us to erase your booking history within those 5 years, we cannot, and we will tell you so.

After 5 years we delete the booking records from our booking system, or de-identify them: we remove names, phone numbers, addresses, the car’s recorded positions and notes, so what is left cannot be linked to you.

Our backups are kept with no set deletion date. We keep them so that nothing is lost if a computer fails, and they are all kept in Australia:

• Our email (Microsoft 365) and our phone system (3CX) are backed up by Datto, in Australia, with no set deletion date. So the emails we send you and you send us (written quotes, receipts, tax invoices), the alert emails about bookings, and our phone system’s records (the number that called and when, and texts sent to our older number), stay in those backups with no end date, including after the 5 years.
• Our other backups, including the nightly backups of our booking system, are also kept by Datto, in Australia, with no set end date. So a copy of your booking records stays in those backups after the 5 years are up.

We keep your standing details — your name, number, and the help you need — so you do not have to tell us again each time. If you would like us to remove your notes about the help you need, tell us and we will remove them from our booking system. Copies already in our backups stay there.

What was recorded with your past bookings stays in that booking’s record until those 5 years are up.

Text messages you send us are deleted from our booking system after 12 months. Copies may stay with CommsChannel for longer, and copies in our phone system and in our backups (on our own equipment and with Datto, in Australia) have no set deletion date. If you text our text number to say you are ready to come home from a Wait & Return, the time your text reached us is kept with that trip’s record (with the number it came from, if that was not the number on the booking), but not the words. Beyond that, we delete information from our booking system once we no longer need it and the law no longer requires us to keep it. Copies in our backups stay there, as explained above.

Income Tax Assessment Act 1936 (Cth) s 262A; Taxation Administration Act 1953 (Cth) Sch 1 s 382-5; Transport Operations (Passenger Transport) Act 1994 (Qld) s 81(c); Transport Operations (Passenger Transport) Regulation 2018 (Qld) ss 89, 110.

Seeing or correcting what we hold

Ring 07 3059 8632 or email qld@dycomgroup.com.au. Asking is free, and so is a correction.

• Because you have no account or password with us, we check it is really you. We usually ring you back on the number we have for you, and ask you something only you would know, such as a recent trip.
• If a relative asks for your records, we need your say-so first.
• If someone booked for you, you have the same right to see and correct your details.
• We will answer within 30 days.
• If something is wrong, we fix it. Where a record cannot be changed, such as the step-by-step record of a booking, we will tell you, and we will keep a written note of what you have told us is wrong.
• If we ever say no to a request, we will tell you why in writing, and how to complain.

How we look after it

• This website uses a secure (HTTPS) connection.
• Our office and driver screens need a personal sign-in. Each person sees only what their job needs.
• The help you need never appears on a public page. The only parts a sharing rider is ever told are an animal allergy, and that an assistance animal travels — never your name — as explained above.
• Every change to a booking is written to a record that nobody can change or delete in the course of running the business.

No system is perfect, and we do not pretend otherwise.

If something goes wrong

If your details are ever lost, or seen by someone who should not see them, and it could cause you real harm, we will tell you as quickly as we can, and tell you what you can do about it. We will do this whether or not the law requires us to.

If you are unhappy

Ring Bruce first, on 07 3059 8632, or email qld@dycomgroup.com.au.

We will let you know we have your complaint within 2 working days, and give you our answer within 30 days.

If we cannot sort it out between us:

• About the fare, the quote, the sign on the car, our licence or authorisation, or being refused a ride because of an assistance animal: the Department of Transport and Main Roads, on 13 12 30 (tmr.qld.gov.au).
• About how we treated you as a customer: the Office of Fair Trading Queensland, on 13 QGOV (13 74 68). You can also report it to the Australian Competition and Consumer Commission, on 1300 302 502.
• About discrimination: the Queensland Human Rights Commission, on 1300 130 670 (qhrc.qld.gov.au), or the Australian Human Rights Commission, on 1300 656 419 (humanrights.gov.au).
• About your privacy: the Australian Information Commissioner generally does not handle complaints about small businesses like ours. You can take the matter to a court. If you are claiming money from us about the service we gave you, you can also go to the Queensland Civil and Administrative Tribunal (QCAT), on 1300 753 228. The Queensland Government’s Dispute Resolution Centres also give free help to talk it through with a neutral person, on 1800 017 288.

Changes to this page

We will change this page when we change how we work, and we will put the date on it. The version and date are at the top of the page, and a list of every change is below.

What has changed

• Version 1.5, 7 October 2026 — when our driver taps on their phone that you are in the car, that another rider sharing your trip is in the car, that we have picked you up for the trip home, or that your trip has finished, the phone is asked once where the car is, and we keep that position with your trip’s record (new section: Where the car was). We do this because Queensland transport law requires us to keep where each journey started and ended. It goes to the Department of Transport and Main Roads only if it asks in writing, and it is kept and deleted like the rest of your booking record. We also now record whether you asked for the car as soon as possible or for a set time, and the time the car arrived for each pickup.
• Version 1.4, 7 October 2026 — a ride day’s written quote now always comes by email, never by text, so when you ask about a ride day we ask for your email address (we still text you to say your enquiry arrived, and to confirm the booking); a ride day’s receipts come by email too; if we keep a ride-day deposit because the day was cancelled late or your group was not at the pickup, we email you a tax invoice for the deposit we kept; and we have made How long we keep it plainer: we still delete or de-identify booking records in our booking system after 5 years, but our email (Microsoft 365) and our phone system (3CX) are backed up by Datto, in Australia, with no set deletion date, and our other backups are also kept by Datto, in Australia, with no set end date. This replaces what version 1.2 said about those copies being kept until they were deleted or replaced.
• Version 1.3, 6 October 2026 — we checked every outside phone number on this page with the organisation it belongs to, and they are all correct. We made three lines in If you are unhappy clearer: the Department of Transport and Main Roads is the place to go if you are refused a ride because of an assistance animal; the Australian Competition and Consumer Commission takes reports but does not settle a single customer’s complaint, so the Office of Fair Trading is the place to go first; and the tribunal (QCAT) is for a money claim about the service we gave you.
• Version 1.2, 6 October 2026 — your written quote now comes by text with your booking request, or by email from drivealerts@dycomdrive.com.au if you book by phone and cannot get texts (new section: Emails we send you); we send you a receipt after every trip, by text, or by email if we emailed you your written quote (if we are still checking your final fare with you, it comes once we have spoken to you), and again when you ask for one; if you reply YES to a text about sharing, we ring you before we record your answer; after a Wait & Return we text you the times we recorded if we have a mobile number for you (if not, ask us and we will tell you), and if you text our text number that you are ready, the time your text reached us is kept with the trip’s record (with the number it came from, if that was not the number on the booking); nothing we hold goes overseas: our backups are on our own equipment and with Datto in Australia, our email (Microsoft 365) is kept in Australia, our phone system (3CX) is hosted in Sydney and our text company (CommsChannel) has its systems in Sydney; we keep booking records for 5 years, then delete or de-identify them; and before we keep details about the help you need, an animal allergy or notes in your own words, we ask for your OK (a box to tick online, a question on the phone, including when we add them to your file later); if you share a trip, the other rider may be told of an animal allergy, or that an assistance animal travels, but never your name; copies of booking emails and phone records may stay with Microsoft 365 and 3CX (both in Australia) until they are deleted or replaced; and the pop-up notices on our staff’s phones and computers carry no details about you.
• Version 1.1, 6 October 2026 — our own text number, 0489 988 601, is now connected: texts you send it go only to our booking system, not our phone system.
• Version 1.0, 3 October 2026 — first version of this page.