CTP Assist · Last updated
This policy explains how CTP Assist handles your personal information, including health information. It's written in plain English. If anything is unclear, ask us: info@ctpassist.au.
Collection notice (the short version)
We use these details to call you back and help with your CTP claim, or for a directly related purpose you'd expect. We only share them with a provider you agree to, with the services that run our website, forms and email (some may be outside Australia), or where the law requires. Our Privacy Policy explains how to access or correct your information and how to complain.
1. Who we are
CTP Assist is an independent service for people injured in a motor vehicle accident in NSW. It is operated by Work Cover Doctors Australia Pty Ltd ("we", "us", "our").
We are not the NSW Government or any government agency or service, and we are not Service NSW or a CTP insurer. We are not a law firm or a medical practice.
We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Health information may also be covered by the NSW Health Records and Information Privacy Act 2002, and we treat it as if it is.
This policy covers our website (ctpassist.au), our forms and quick checks, and contact with us by phone, SMS and email.
2. What we collect
We collect only what we need to help with your enquiry. That can include:
- your first name (or full name, if you give it), phone number and email address, your postcode (optional) and a good time to call
- the accident date (or a rough date), the type of accident and your role in it, for example driver, passenger or pedestrian
- whether you're asking for yourself, a child, someone you're helping, or a family member who died
- the injuries and treatment you choose to tell us about (this is health information)
- where your claim is up to and the insurer, if you know it, and, if you choose to give them, the police event number, claim number and number plate
- the help you'd like
- technical information, such as your device and browser type, the pages you visit, the page that sent you to us and any campaign tags in the link
What we don't ask for. Please don't send us any of the following. If you do, we'll delete what we don't need.
- your tax file number, Medicare or health fund numbers
- driver licence, passport, visa or Centrelink numbers
- bank, card or BSB details
- your MyServiceNSW password, any other password, or one-time codes
- your full date of birth or gender
- your full street address (a postcode is enough)
- medical records, reports, scans, certificates or photos (our forms don't take uploads)
- diagnoses, medications, mental health history or pre-existing conditions
- signatures, or signing any claim form declaration
- other people's personal details, such as the other driver or witnesses
- a detailed account of who was at fault, or anything about alcohol, drugs or speed
- exact earnings, payslips or your employer's contact details
3. How we collect it
- Directly from you, when you use a form or quick check, call us, email us or reply to an SMS.
- From someone helping you, such as a family member, a parent or guardian, or the representative of a person who died, with your permission or where they can act for you.
- Automatically, through cookies and analytics tools (see section 10).
We don't buy lists, and we never contact people who haven't contacted us first.
4. Why we collect and use it
We use your information to:
- answer your enquiry and call you back
- explain the NSW CTP process and help you get your claim ready and lodged
- with your specific consent, refer you to an independent lawyer, a doctor experienced with CTP claims or an allied health provider
- keep records, handle complaints and improve our service
- meet our legal obligations
We use your information only for these purposes, for a directly related purpose you would reasonably expect, or where the law requires or allows it.
5. Health information
Information about your injuries and treatment is health information. It is sensitive information under the Privacy Act, so we collect it only with your consent, and only what's reasonably necessary to help you. Every form asks for that consent before you send it.
We never use health information for marketing. We never put it in web addresses, analytics or advertising platforms.
If you tell us about another person's health, for example the person you're helping or a family member who died, we handle it with the same care.
7. How we protect it
- Only people who need your information to help you can see it.
- Our inbox is protected with multi-factor authentication.
- We don't put health information in web addresses, analytics or advertising platforms.
- If we use session recording tools, they're set to hide everything you type into forms.
- Our website uses encrypted (HTTPS) connections.
No online system is completely secure. Please don't email us medical records, ID documents or bank details.
8. How long we keep it
We keep your information for 2 years after we last had contact with you, or for 7 years if we referred you to a provider. Then we delete it or remove anything that identifies you.
9. Information kept on your device
If you start our claim form, your answers are kept in your browser on your device (not on our servers) for up to 7 days, or until you send them, so you can come back to them. Your name and contact details are kept only until you close the tab. You can clear them any time with "Clear my answers".
In more detail, your answers about the accident and your claim are kept in your browser's local storage for 7 days from your last change, or until you send them. Names, phone number, email, postcode, number plate, police event number, claim number and anything you type in your own words are kept in the browser's session storage only, and are gone when you close the tab. After you send the form, your browser keeps only your reference number for one day, so the page can show it again if you reload. "Clear my answers" removes your saved answers straight away.
If you enter an accident date in a quick check, it stays in your browser. It isn't sent to us, even if you ask for a call-back.
11. Automated processing
Our form sorts enquiries by type so the right person calls you back. No decision about you is made by a computer alone; a person reviews every enquiry.
12. Marketing
We only contact you about your enquiry. We don't send newsletters or marketing you didn't ask for. Every message from us tells you how to opt out, and we never use health information for marketing.
13. Access and correction
You can ask to see the information we hold about you, or ask us to correct it. Email info@ctpassist.au. We'll respond within 30 days. We may need to confirm who you are first. If we can't do what you ask, we'll tell you why in writing.
14. Staying anonymous
You can read the site, use our quick checks and ask general questions by phone without giving your name. To call you back, we need a first name and a phone number.
15. Data breaches
If a data breach is likely to cause you serious harm, we'll tell you and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.
16. Complaints
If you're unhappy with how we've handled your information, contact our privacy officer: email info@ctpassist.au (put "Privacy" in the subject) or call (02) 7238 7379. We'll respond within 30 days.
If you're not satisfied with our response, you can complain to:
- the Office of the Australian Information Commissioner (OAIC), on 1300 363 992 or at oaic.gov.au (opens in a new tab)
- for health information, the NSW Information and Privacy Commission, at ipc.nsw.gov.au (opens in a new tab)
17. Changes to this policy
We may update this policy. The date at the top shows when it last changed.
Version history: 24 September 2026, first version.
See also our terms of use and disclaimer.