About ServiceWA
ServiceWA is an app provided by the State of Western Australia through the Department of the Premier and Cabinet (WA) (DPC, we) to help you connect online with WA Government services. The app includes an inbox for receiving messages from the WA Government.
The app also includes Optional Services that will be available for use if you opt in to those services. Each Optional Service includes websites and associated software.
Each Optional Service is operated by a WA Government agency.
About this Privacy Policy
What this policy is about. This ServiceWA Privacy Policy sets out how we collect, use and disclose your personal information for the purposes of accessing and using ServiceWA. We handle personal information in accordance with the Privacy and Responsible Information Sharing Act 2024 (WA) (PRIS Act). In this Privacy Policy, ‘personal information’ has the meaning given to it in the PRIS Act.
This Privacy Policy does not apply to personal information collected by WA Government agencies through the Optional Services, which are subject to separate privacy policies.
Changes to this policy. We may update this policy from time to time. If we change this policy, we will place the updated policy on the relevant ServiceWA website.
If you continue to use ServiceWA, the changed policy will apply from the time it was changed.
Information we collect about you
In general, you will know if we are collecting personal information from you because you will be requested to provide it.
To use some Optional Services on ServiceWA, you will need to set up a ServiceWA account, and log in using a digital identity (such as myID). If you choose to use ServiceWA as a logged in user, we collect your name, date of birth, email address, mobile phone number, and the type of digital identity you use.
We also collect other information about you, such as which Optional Services you choose to enable.
DPC only collects personal information that is necessary for its functions and activities and where you consent or the collection is required or authorised by or under law.
If you do not wish to provide this information, you may use ServiceWA without setting up an account or logging in.
If you choose not to provide the information required to create a ServiceWA account or use a particular Optional Service, you may still use ServiceWA as a guest user, but you may not be able to access some Optional Services or features available through the app.
WA Government agencies that operate the Optional Services also collect information about you – for example, some Optional Services use your mobile device's camera, GPS location services or map function. Some Optional Services give you the option to provide information such as your address or bank account details. More information is in the Optional Services section below.
How we use your information
We use your personal information to:
- determine if your identity is verified (if you have logged in);
- provide you with services that you enable through the app;
- process applications that you submit through the app (including, where appropriate, making payments to your nominated financial institution);
- send you push notifications and Inbox messages from WA Government bodies (such as Emergency WA).
Your information may also be used to:
- respond to your comments and questions;
- resolve your support incidents; and
- send you related information.
We also use your personal information to support, maintain, protect and improve the ServiceWA app, including by:
- understanding and enhancing the user experience of the ServiceWA app and Optional Services; and
- protecting, investigating and deterring fraudulent, unauthorised or illegal activity.
We will only use your personal information for the primary purpose for which it was collected, or for related purposes that you would reasonably expect. We will not use your personal information for other purposes unless you have consented or the use is required or authorised by law.
Your personal information is not sold or shared for commercial purposes.
Other disclosure, use and storage of your information
Information we collect using the ServiceWA app may be disclosed to, and used by:
- Commonwealth government agencies (including Services Australia), where required to deliver a service you have consented to use;
- other government agencies within WA and around Australia to prevent, or in connection with any investigation in relation to, fraud or misuse of government-issued information;
- those to whom we are required or authorised (by law) to disclose your information (for example a court or tribunal, or another government body);
- other service providers, including Akkodis, for the purpose of assisting us to operate, manage, use and improve ServiceWA; and
- the service providers of the WA government agencies that operate the Optional Services for the purpose of assisting those agencies to operate, manage, use and improve the Optional Services.
Some of these service providers are subject to both Australian and overseas laws that may require the disclosure of your information (in limited circumstances) to government authorities here and overseas. We take reasonable steps to ensure that our service providers hold, use and disclose the information consistently with the Information Privacy Principles under the PRIS Act.
Services Australia enquiries. To provide some Optional Services, we may need to make an enquiry to Services Australia on your behalf to help determine your eligibility for a service, payment, rebate or concession you choose to apply for via the app.
We will only make an enquiry to Services Australia with your consent. Before relying on your consent, we will take reasonable steps to confirm your identity, including by requiring you to log in using a digital identity where appropriate.
You may provide your consent electronically through the ServiceWA app. Where consent is given, a consent record will be created. Consent records are securely stored and retained for at least two years after you delete your ServiceWA account, or longer where required by law. These records may be used for compliance, audit and assurance purposes.
Depending on the service you are using:
- we may disclose identifying information and other details necessary to make an eligibility enquiry to Services Australia; and
- Services Australia may provide us with information confirming eligibility, concession status or other criteria relevant to the service.
We only use information obtained from Services Australia for the purpose of delivering the relevant Optional Service (including eligibility checking and means testing, where applicable) and in accordance with this Privacy Policy and applicable laws. We do not use Services Australia information for any secondary or unrelated purpose.
How we store your information
Cloud service providers. We store your personal information using third party cloud service providers, including Amazon Web Services and MongoDB. These service providers are subject to both Australian and overseas laws that may require the disclosure of your information (in limited circumstances) to government authorities here and overseas. We take reasonable steps to ensure that our cloud service providers hold, use and disclose the information consistently with the WA Information Privacy Principles under the PRIS Act.
Some of the Optional Services use other third party service providers. Where those third party services are not used, then your personal information:
- will be stored in Australia; and
- will be encrypted before being stored on Amazon Web Services to make it safer from external attack. Encryption is designed to make data unreadable – and to make it readable again only with the right encryption key. The encryption keys are with DPC and Amazon, with strict policies restricting use of keys without proper authorisation.
According to Amazon's privacy policies, Amazon does not have access to or use your information for any purpose other than providing the services required for the operation of ServiceWA, and to maintain their own services (or as required by law).
We may continue to keep your information. We may keep your information for compliance and monitoring purposes (but see below if you delete your account). Keeping your information may be required by law (such as State records laws).
Deletion of your information. If you would like to delete your ServiceWA account information, you need to navigate to “Manage your account and services” in the ServiceWA app, scroll to the bottom and select "Delete account". When you delete your account, this deletes your ServiceWA account information (such as your name, date of birth, email and phone number) and your Inbox messages. DPC, and the WA Government agencies that operate the Optional Services, may keep personal information you provide to ServiceWA support or the Optional Services for recordkeeping purposes. For more information on deleting your account, please contact support@digital.wa.gov.au.
How we protect your information
We take reasonable steps to protect your personal information from misuse and loss, and from unauthorised access, modification or disclosure. We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, and to meet legal, audit and recordkeeping obligations. When no longer required, we will take reasonable steps to destroy or de-identify your information, unless we are required or authorised by or under law to retain the information.
Unique identifiers
Our use of unique identifiers complies with the Information Privacy Principles under the PRIS Act.
We assign a unique identifier to each ServiceWA account holder. This is necessary to manage accounts and enable us to operate the app. You will be informed of this before creating an account. If you do not consent, you cannot create an account.
When you provide us with a unique identifier created by another agency — for example, a driver’s licence number — we will only use it for the purpose of the service you've requested.
Automated decision-making
DPC, or the WA Government agencies operating the Optional Services, may use automated decision-making to determine your eligibility for specific payments, rebates or claims you make through the Optional Services in the app. If you would like more information about how that process works or human intervention in the decision-making process, you can contact us using the details below.
Optional services
WA Government agencies that operate the Optional Services also collect information about you (if you enable these services in the app).
For example:
- FuelWatch and Weather Stations use your mobile device's location services to provide you with more specific information.
- FuelWatch uses your mobile device's map function to provide you with directions to your selected service station.
- Offers gives you the option to save your personal details (such as your address and your bank account details) for use on other Offers, or on other Optional Services.
WA Government agencies that operate the Optional Services also collect information that you upload or provide.
Many of the Optional Services link to external websites that collect analytical information and use cookies to collect information about visits to those websites and the technology you use to access them. This information is used for statistical analysis, and to manage and improve those websites.
Information collected by the Optional Services may be stored using different service providers. The information is used to provide you with the Optional Services, and for other purposes, such as to communicate with you. Your information may also be disclosed to others – for example, to service providers who help WA government agencies to operate and manage the Optional Services, or as required or authorised by or under law.
The privacy policies for each Optional Service provide more information about the collection, storage and use of your information.
Your other rights
Access to your personal information. You may have the right to access personal information that we collect about you through your use of ServiceWA. To access your personal information, email your request to support@digital.wa.gov.au from the same email address used to create your ServiceWA account.
Correcting your personal information. We take reasonable steps to ensure the information we hold is accurate, complete and up-to-date. We rely on you to provide personal information that is accurate, complete and up-to-date. If you believe that personal information that is held about you in connection with ServiceWA is incorrect, incomplete or out-of-date, please update your details by navigating to “Manage your account and services” > “Personal details” in the ServiceWA app.
Complaints. If you have any enquiries or complaints regarding this Privacy Policy or the way your personal information is handled, please use the contact details below.
Contact us. To contact us about ServiceWA, call 13 33 WA (13 33 92) or email support@digital.wa.gov.au.
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