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Close detail of the Skylight wordmark on the sky-and-cloud livery of a coach

Privacy Policy

Skylight Bus Lines Pty Ltd (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information openly and in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). This policy explains what personal information we collect, why, how we use and protect it, and how you can access or correct it.

The information we collect

We collect only the personal information we reasonably need to provide our transport services. This typically includes:

  • Your name and contact details (phone, email) when you request a quote, make a booking or enquire.
  • Trip details you provide — pick-up and destination, dates, passenger numbers and any special requirements.
  • Correspondence with us by phone, email or web form (calls to our tracked numbers may be logged, and enquiry emails recorded, so we can respond and follow up).
  • Limited technical and usage data when you visit our website (see “Cookies and analytics” below).

We do not ask for payment card details directly. Deposit and balance payments are handled by our payment provider (Stripe), whose systems capture your card information securely — we never see or store your full card number.

If you choose to pay by bank transfer instead, you may send us a payment reference or a receipt to confirm it. Anything you attach — typically a screenshot from your banking app — may show your own account details, so we store it securely, restrict access to authorised staff, and keep it only as long as we need it to reconcile your payment and meet our record-keeping obligations. We never ask you to send us your card number, account password or PIN, and we will never request payment details by email.

How we collect it

We collect personal information directly from you — through our website forms, over the phone, by email, or in the course of arranging and delivering your booking. Where practical and lawful, we collect it from you rather than from third parties.

Why we collect and use it

We use your personal information to:

  • Prepare and send quotes, and answer your enquiries.
  • Arrange, confirm and deliver your booking, including coordinating vehicles and drivers.
  • Communicate with you about your trip, and — with your consent — request feedback afterwards.
  • Process deposits and payments, and meet our tax, accounting and legal obligations.
  • Improve our website and services.

We do not sell your personal information, and we do not use it for unrelated marketing without your consent.

Who we share it with

We disclose personal information only where needed to provide our services or meet our obligations, including to:

  • Our operations and dispatch systems, and the drivers assigned to your booking.
  • Our payment provider (Stripe) to process deposits and balances.
  • Service providers who help us operate (for example, email, hosting and analytics providers), bound to protect your information.
  • Authorities or others where required or authorised by law.

Some of these providers may store data outside Australia. Where that occurs, we take reasonable steps to ensure your information is handled consistently with the APPs.

Driver applications

If you apply to drive with us, we collect what we need to decide whether to interview you: your contact details, the licence class you hold, whether you hold the mandatory clearances and when they expire, your work history and your resume.

We deliberately do not ask for licence card numbers, Working with Children Check card numbers, dates of birth or home addresses at the application stage. Those are verification details, checked in person against the physical document once an application is progressing — holding them for every speculative applicant would create a risk with no benefit to you or to us. Applications and resumes are accessible only to the people involved in recruitment, and are retained only as long as they are useful for considering you for a role.

Children and school transport

For school and youth transport we ordinarily deal with the school or organising body rather than with students or their families directly, and the information we receive is limited to what is needed to run the service safely — such as pick-up arrangements, the number of students, and any access or support requirements a student has.

Information about a child is treated as sensitive. It is shared only with the driver and operations staff who need it to deliver that service, is never used for marketing, and is not retained beyond the period the service and our record-keeping obligations require. Every driver who carries a student holds a current Working with Children Check.

Cookies and analytics

Nothing beyond what the site needs to work runs until you choose to allow it. When you first visit we ask, and until you say yes we set no analytics cookies, load nothing from Google, and record nothing about how you use the site.

If you do say yes, three things run, and here is all of what they do.

  • Our own visit counting. Which pages are opened, how long they stay open, and which buttons and links are used. It sets no cookie and stores no name, email, address or IP; a day’s activity is grouped by a one-way code we recompute daily and cannot reverse. We keep these records for up to 12 months.
  • Google Analytics 4. Standard website measurement with IP anonymisation switched on. Google processes this as our service provider, and it may be stored on servers outside Australia. Google’s own privacy terms apply in addition to this policy.
  • Session recording. So we can see where a page confuses people, we may record a replay of how the page was used — scrolling, mouse movement, clicks and the layout you saw. Everything typed into a form is masked in your browser before anything is sent, so we never receive what you type: not your name, your email, your phone number or your message. A recording stops after ten minutes, is never linked to your identity, and is deleted after 30 days.

We do not sell or share any of this, and we do not use it for advertising or to build a profile of you. If you decline, the site works exactly the same.

You can also block or delete cookies through your browser settings, and Google offers a browser add-on that opts you out of Google Analytics everywhere.

How we protect your information

We take reasonable steps to protect your personal information from misuse, loss and unauthorised access — including secure (HTTPS) connections, access controls and encryption where appropriate. We retain personal information only for as long as we need it for the purposes above or as required by law, and then take reasonable steps to delete or de-identify it.

If something goes wrong

We maintain procedures for responding to a suspected data breach. Where a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below and we will respond within a reasonable time. In the limited circumstances where we cannot provide access, we will explain why.

Complaints

If you believe we have mishandled your personal information, please contact us first so we can investigate and put it right. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Contact us

For any privacy question or request, contact Skylight Bus Lines Pty Ltd on 03 9333 6564 or [email protected].

Changes to this policy

We may update this policy from time to time. The current version will always be available on this page.

See also our Terms & Conditions, which govern bookings.