Privacy policy.

01. Who this policy covers

This policy covers officers and other authorised system users, people interacting with a notice, permit or parking payment, and people contacting CitiPark. Different services collect different information according to the features being used.

Where CitiPark provides a system to a council, parking operator or other organisation, that organisation determines its enforcement activities, authorised users and record keeping requirements. CitiPark processes service records to provide and support the system under the applicable agreement. The issuing organisation remains your contact for a decision about a notice, appeal, nomination or court request.

02. Information we collect and how we collect it

We collect information you enter, information your organisation supplies, information captured through authorised field activities, and technical information generated when a service is used. Depending on the product and configuration, this includes:

• Account and contact information: name, work email, organisation, officer or user identifier, access permissions, and details supplied in enquiries and support requests.
• Location and patrol information: precise device GPS coordinates, the associated date and time, and their association with an officer account and enforcement activities, as explained below.
• Vehicle and field records: licence plate numbers and images, vehicle make and colour, observation times and locations, photographs, inspection details, officer notes, and attachments such as audio when an officer chooses to record them and grants the required permission.
• Infringement and case information: notice details, recipient and nominated person details, evidence, correspondence, appeals, nominations, court requests, case status and related administration records.
• Permit and parking information: application details, vehicle and entitlement records, parking locations, sessions, tariffs and payment references where those features are used.
• Payment information: transaction references, amounts, payment status and reconciliation records. Payment card details are handled by the payment processing provider rather than stored as full card details on CitiPark servers.
• Technical and security information: device and browser information, service activity, error and diagnostic records, and access logs needed to operate, troubleshoot and protect the services.

03. Location data and patrol recording

Why location is collected

We use location information to make field recording and infringement issuing easier by supplying location context for tickets, vehicle scans, inspections and other enforcement activities. We also use it to record officer patrol routes, identify streets and car parks visited, determine time spent at locations, and assess patrol coverage.

Location records are associated with your officer account and can be linked to tickets, vehicle scans and other enforcement activities. Your organisation can use these records to review officer activity and recorded whereabouts during patrols, and to support evidence of attendance and time spent at a location when that information is required.

GPS records support a review of the activity recorded. Accuracy, sampling intervals, device conditions and gaps in recording can affect a route or time estimate. Records should be considered with the other available evidence.

Device storage, synchronisation and access

Patrol location records are stored on the device and synchronised later to CitiPark’s servers for operational reporting and review. When connectivity is unavailable, records can remain on the device until they can be synchronised. Revoking location permission does not automatically delete information already recorded.

After synchronisation, the records are available to authorised users of your council or employing organisation according to their access permissions. Authorised CitiPark personnel and service providers may also access records where necessary to host, support, secure or maintain the service.

The patrol reporting functionality described here provides historical records after synchronisation. It does not provide live location viewing.

Your location controls

You can manage or withdraw location permissions through your device settings. Disabling location access affects features that require location information, including location assisted capture and patrol recording. The patrol recording described in this policy relates to your logged in session.

For enquiries or requests concerning access, correction or deletion of location records, contact support@citipark.com.au. Where your organisation controls the record, we may need to coordinate your request with it.

04. How we use personal information

We use personal information to operate the services selected by an organisation, administer authorised access, capture and manage enforcement and inspection records, support permit and payment workflows, and provide operational reports. We also use it to respond to enquiries, resolve support issues, investigate errors or security incidents, and meet applicable legal and contractual obligations.

Location information is used for the field capture and patrol reporting purposes described above. The council or employing organisation determines how it uses the available reports within its responsibilities and workplace arrangements.

05. Vehicle recognition and officer review

Configured vehicle recognition features process vehicle photographs to identify a licence plate number, make and colour. Location information and the field record can also support preparation of the relevant offence details. Officers review and confirm the information before issuing. Recognition results can contain errors and should be checked against the observation and evidence.

06. Who can receive information

We may provide personal information to the council, parking operator, employer or other organisation responsible for the relevant service, and its authorised staff. Information may also be provided to payment processors, hosting and IT providers, authorised support personnel, and providers of integrations requested by that organisation where needed to deliver the service.

Records may be disclosed to courts, regulators, legal advisers or other recipients where disclosure is required or authorised by law, or is necessary for the handling of the relevant enforcement matter. We do not sell personal information.

Hosting, support or processing arrangements may involve access from outside the country where a service is used. The applicable arrangement depends on the service and the organisation’s agreement. Contact us for information about the locations relevant to your service.

07. How we protect information

We use technical and organisational safeguards, including controlled user access, encryption for data in transit and secure hosting arrangements, to protect information against unauthorised access, misuse, loss or disclosure. Access to service records is limited to authorised users and personnel who need it for their role.

Field records may be held on a device before synchronisation. Organisations and users should secure their devices, protect sign in credentials and report lost devices or suspected unauthorised access promptly.

08. Retention and deletion

We retain personal information for as long as it is needed for the service, the organisation’s lawful record keeping requirements, and applicable legal, security or dispute handling obligations. Retention can differ between patrol records, evidence, notices, financial transactions and support records.

Where no continuing purpose or retention obligation applies, information is deleted or deidentified through the applicable record management process. Deletion from active systems may not immediately remove copies held in backups; those copies remain protected until they are removed through the backup retention process.

You can request deletion of personal information or an account by contacting support@citipark.com.au. We may need to verify your identity and coordinate with your organisation. Some enforcement, evidence, financial or audit records may need to be retained even after an account is closed. We will explain applicable restrictions when responding to a request.

09. Permissions and your choices

You can review location, camera, microphone and other app permissions in your device settings. Permission dependent features may be unavailable when access is declined or withdrawn. Withdrawing a permission affects future access to that device function; it does not itself erase records already held by your organisation or CitiPark.

For a work managed device or account, speak with your organisation about its authorised use, workplace notices and record handling arrangements. Contact CitiPark if you need help understanding the information processed through the service.

10. Website enquiries and cookies

When you contact us, we use the information supplied to respond and manage the enquiry. The demonstration enquiry in this website version prepares an email draft in your email application. You decide whether to send it.

Our website and connected services may use cookies or similar technologies for essential functionality and service usage information. You can manage cookies through your browser settings. Disabling them may affect some functionality. App GPS permissions are controlled through your device settings rather than website cookie settings.

11. Access, correction and complaints

To request access to, correction of, or deletion of personal information, or to raise a privacy concern, email support@citipark.com.au. Please identify the service, your organisation where relevant, and the nature of your request. Do not email payment card details or unnecessary identity documents.

We may ask for information needed to verify your identity and locate the relevant records. Where records are controlled by a council or another organisation, we will coordinate the request with it or explain how to contact it. We will respond within a reasonable period and explain any applicable reason for refusing or limiting a request.

If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner where the matter falls within its jurisdiction, or the privacy authority responsible for the relevant organisation.

12. Changes and privacy contact

We may revise this policy when our services, data practices or legal obligations change. The date at the top of this page identifies this version. Material changes to collection or use will be reflected in the relevant disclosures.

CitiPark privacy contact
Email: support@citipark.com.au
Phone: +61 430 420 343