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First Assistance Privacy Policy

First Assistance respects the privacy of our customers, clients, customers and suppliers and is committed to protecting the information that we collect.

The purpose of this policy is to explain how First Assistance ('We' or 'Us') collects, stores, uses and discloses any personal information and data that is provided to us in alignment to the Privacy Principles of the Australia and New Zealand Privacy Acts.

Who does this policy apply to?

This policy applies to First Assistance Australia Pty Ltd and First Assistance New Zealand Ltd, collectively 'First Assistance'. It also extends to our engagement with vendors and third-party contractors.

What does this Privacy Policy cover?

This Policy explains how we collect, handle, store and protect personal information when:

  • We provide professional services to our clients;
  • You visit the website or provide other information to us as a non-client;
  • or We perform any other activities that form part of the operation of our business.

What privacy laws apply to us?

When handling personal information, we will comply with the New Zealand Privacy Act 2020, Australian Privacy Act 1988 (both as amended from time to time). Where applicable, we will also comply with data protection laws of other jurisdictions, such as the European General Data Protection Regulation (GDPR).

How we collect personal information

We may collect customer information via telephone calls, emails, SMS, fax, hard forms, webchat, Whatsapp or relevant third-party systems e.g. hospital portals. Where possible this information will be collected directly from the customer however, in managing emergencies, may involve a third party who has the customer's permission to release their information. Personal information is only collected if we have the customer's consent to do so, with the sole exception being when a customer is medically incapacitated and we will endeavour to contact the next of kin.

In all instances personal information will be collected in accordance with this Privacy Policy. Customers may choose not to provide requested personal information to us, however this may affect our ability to provide the relevant service.

Purpose of Collection

First Assistance collects personal information for the purpose of providing emergency medical, travel and security assistance services to customers on behalf of its clients. Due to the variety of services provided by First Assistance, different types of data may be collected. All data collected is deemed necessary for First Assistance to carry out the specific business purpose. Data may also be collected from external sources such as your insurance company to validate your policy or employers providing corporate insurance for their workers.

Sometimes, whilst sharing your information with us, it involves other people who are related to you (for example, your children or spouse). You have to let them know if you give us their personal data. If possible, we may be able to delete this data.

Protecting your personal information

First Assistance maintains robust technical and organisational safeguards to protect customer data from misuse, unauthorised access, modification, and disclosure as well as implementing controls to ensure accountability, availability, integrity, and confidentiality of the data. These include encrypting data in transit and at rest, restricting access to authorised individuals, and maintaining an information security management system (ISMS) that includes staff training

Protecting the privacy of young persons

First Assistance is committed to respecting and protecting the privacy of young people. Young people's personal information is treated as sensitive by default. Young people are permitted to contact First Assistance to discuss the privacy of their data or request copies of their data.

Website Cookies

First Assistance utilises cookies on its website solely for functional purposes, including load balancing and webchat support. First Assistance does not collect any visitor information, analytical data nor does it track or sell any visitor information to any third parties such as advertisers.

Recording of customer interactions

For quality and auditing purposes we will attempt to record all customer and client interactions. Phone calls made through the First Assistance phone system are recorded by default. All email, SMS, chat logs or faxes are stored securely in our case management system.

Accuracy of collected information

First Assistance will take all reasonable steps to ensure the accuracy and integrity of customer data collected and remedy any data that is found to be incorrect. Customers should contact us via the relevant business or service if you think your personal information is incorrect, for us to take the appropriate steps to correct it.

Accuracy of collected information

First Assistance will take all reasonable steps to ensure the accuracy and integrity of customer data collected and remedy any data that is found to be incorrect. Customers should contact us via the relevant business or service if you think your personal information is incorrect, for us to take the appropriate steps to correct it.

Disclosing personal information

Within the scope of collection and to the extent justified, we may be required to disclose your personal information to third-parties who are engaged during the management of your case with us. This may include, but is not limited to, healthcare professionals, airlines and claims assessors. Customer information is not disclosed for any other reason from which it was collected including to advertisers or media companies.

Retention of information

Personal information is retained for as long as it is necessary to fulfil the purpose for which it was collected. The storage of personal information will be reviewed to ensure that it is still necessary to retain. Standard retention periods for case and claim data is 7 years whilst call recordings are retained for 3 years. If any special circumstances require it, for example due to an ongoing dispute, First Assistance may keep your data stored for a longer period until this is resolved.

Breaches and complaints

A data breach occurs when personal information held by First Assistance is lost or subjected to unauthorised access or disclosure. First Assistance will suspect, contain, assess, and promptly notify the relevant client where there has been a security breach. Where there is a complaint received in relation to a suspected breach First Assistance will support the client's own internal dispute resolution process or escalation to the relevant Privacy Commissioner. First Assistance will comply with any legal requirements under the relevant Privacy Act.

Transfer of data internationally

First Assistance's data is stored in secure data centres in Australia and New Zealand. Data will only be transferred to a third country if it is relevant and necessary for a specific consultation or emergency assistance requirement. For example, obtaining medical clearance from an international airline.

Customer access to personal information

Customers may request access to, or a copy of their personal data stored by First Assistance. Except in situations where the relevant legislation excuses the release of this information, First Assistance will provide the requested information. Please contact

Data erasure

In certain cases you may have the right to the erasure of your personal data, specifically if the data is no longer required for the purpose for which it is collected, the processing of your data is solely based on your consent and you withdraw it. First Assistance may be required to retain your data if the laws, regulations or contractual obligations oblige us to continue to store your data.

Questions about this policy

If you have any questions regarding privacy at First Assistance, you can contact the Data Privacy Officer at

Revision date: 10/10/2023