Privacy Policy

Who this policy applies to

This policy explains how Stephen Young Lawyers (trading as NSW CTP Claim) handles personal information in connection with this website, CTP enquiry forms, calls, emails, document submissions, and related claim enquiries.

Submitting a form does not lodge a CTP claim, start court or tribunal proceedings, or create a solicitor-client relationship. We only act after we accept your matter and the required retainer or costs agreement is in place.

Information we may collect

• identity and contact details, including name, email, phone, address, location, and preferred contact method
• accident, vehicle, insurer, injury, treatment, work capacity, income loss, statutory benefits, damages, dispute, medical assessment, or settlement information you choose to provide
• documents, uploaded files, photographs, medical notes, insurer correspondence, claim numbers, and other records you send to us
• communication records from forms, calls, emails, SMS, and follow-up notes
• technical and website usage data, including cookies, device/browser information, referral source, page views, security logs, form source page, analytics events, and heatmap/session-replay data where enabled

Sensitive information and first-contact caution

CTP enquiries often involve health, injury, financial, employment, and legal information. Please do not include unnecessary sensitive information in the first form submission. If more detail is needed, we will ask for it through a suitable channel.

Where you provide health or other sensitive information, we use it only for enquiry handling, legal-service assessment, matter work where engaged, safety, compliance, or as otherwise permitted by law.

How information is collected

• directly from you through online forms, calls, emails, document uploads, and messages
• from authorised representatives, family members, referrers, or support people you ask to communicate with us
• from website technology, cookies, analytics tools, Microsoft Clarity where enabled, hosting logs, spam/security tools, and form-processing systems
• from insurers, medical providers, employers, police, experts, courts, tribunals, or authorities where relevant and permitted after engagement or with your authority

Why we use information

• to respond to enquiries, assess urgency, identify possible CTP pathways, and decide whether we can assist
• to prepare, manage, and progress CTP legal work if we are formally engaged
• to communicate with you, manage conflicts checks, administer files, and comply with professional obligations
• to operate, secure, debug, and improve the website, forms, content, and enquiry process
• to understand page usefulness and form usability through analytics, behavioural metrics, heatmaps, and session replay where enabled

Online forms, database records, and notifications

Online forms may store a record of submitted fields, the website and page the enquiry came from, timestamps, technical metadata, and handling status. Submissions may also send an internal notification email so the appropriate team can respond.

Form records are used for triage, follow-up, quality control, security, and compliance. They are not an automatic claim lodgement with an insurer, SIRA, the Personal Injury Commission, or a court.

Microsoft Clarity, cookies, analytics, and advertising tools

We use or may use Microsoft Clarity and similar analytics tools to capture how people use and interact with the website through behavioural metrics, heatmaps, and session replay. Website usage data may be captured using first-party and third-party cookies and other tracking technologies.

We use this information for site optimisation, accessibility and readability improvements, security/fraud or spam prevention, form usability, marketing measurement, and service quality. Microsoft may collect or receive information through Clarity and use it according to the Microsoft Privacy Statement.

Microsoft Privacy Statement

Disclosure and service providers

We do not sell personal information. We may disclose information where reasonably necessary to staff, contractors, lawyers, professional advisers, hosting providers, form/email/database providers, analytics providers, security providers, and other technology providers who help operate the website or legal practice.

If we are engaged, information may also be disclosed to insurers, medical providers, experts, barristers, courts, tribunals, regulators, or other parties where needed for the matter, where authorised by you, or where required or permitted by law.

Overseas processing, security, and retention

Some technology, analytics, cloud, email, and support providers may process or store information outside Australia. We take reasonable steps to use reputable providers and apply appropriate safeguards where practicable.

We take reasonable technical and organisational steps to protect information against misuse, interference, loss, unauthorised access, modification, or disclosure. No internet or hosting environment is completely risk-free. We retain information for as long as reasonably required for enquiry handling, legal practice obligations, file management, security, and compliance.

Access, correction, complaints, and contact

You may ask to access or correct personal information we hold about you, subject to legal and professional exceptions. You may also raise a privacy concern or complaint by contacting info@nswctpclaim.com.au. If you are not satisfied with the response, you may contact the Office of the Australian Information Commissioner.