Lexus Link services include a broad and evolving array of safety, security, and convenience services that are delivered using onboard car electronics, wireless telecommunication technologies, the Internet and Global Positioning Satellite (GPS) location information. This Privacy Statement describes how we collect, use and share personal and car-specific information that we obtain in connection with services provided to our customers. These privacy practices apply to past, current and potential future customers as well as any others who may be involved in a Lexus Link service event.
As used in this statement, the terms "we" and "our" refer to OEM Telematics Services, the provider of your Lexus Link and Personal Calling services.
Current customers and any other users of Lexus Link Services are subject to our present Terms and Conditions.Privacy Inquiries
If you have a question regarding this privacy statement or a concern about our privacy practices, please refer to the Frequently Asked Questions at the end of this document, call 1-800-25-LEXUS (1-800-255-3987) and select the prompt for Lexus Link or write us at P.O. Box 4870, Troy, Michigan 48083.Table of Contents
Collection & Use of Personal and Car Information
Collection of Information
Use of Your Information
Additional Lexus Link Services Information
Security of Your Personal Information
Personal Identification Number (PIN)
Control of Your Personal Information
Changes to the Lexus Link Privacy Statement
Frequently Asked Questions
Collection of Information
We may collect information about you or your car several different ways: from what you and your car dealer provide to us when you register for Lexus Link service or buy or lease your car; when you use the services; from Lexus Link Web pages you visit; or from calls or e-mails between us; from our wireless service providers and from your car itself when your Lexus Link equipment is active. Information we collect about you includes: contact information (such as name, mailing address, phone number and language preference); credit card and billing information (such as cardholder name, card number and subscription package and Personal Calling minute purchases); and other personal information that helps us customize our services, such as your requests for emergency assistance or driving directions. The information we get from your car includes things about your use of Lexus Link and Personal Calling services and information about where your car is just before and during requests for Lexus Link service in your car.
We only know where your car is when a user initiates a request for service, there is an airbag deployment, your Lexus Link equipment calls us with data updates or we are required to locate the car by a valid court order in criminal procedures.Use of Your Information
We may use your information to: (a) provide Lexus Link or Personal Calling services to you or your car (including sharing that information with roadside assistance providers, emergency service providers, or others, as needed); (b) check or maintain your Lexus Link equipment; (c) provide information to the maker of your car about the car's performance and to enable the maker of your car to comply with law; (d) evaluate and improve our service; (e) enforce the Lexus Link Service Terms and Conditions with you or others; (f) prevent fraud or misuse of Lexus Link service; (g) comply with legal requirements, valid court orders and exigent circumstances; (h) protect the rights, property, or safety of you or others; (i) offer you new or additional products or services; or (j) perform market research.Information Sharing
We may share your contact information, information about your current Lexus Link services, your car's Vehicle Identification Number (VIN), and information about the use of your car's features with the maker of your car, or with car dealers, for purposes of offering you products and services. Your information may also be shared with our suppliers for the exclusive purpose of providing services for us and with our business partners exclusively to conduct joint marketing programs with Lexus Link. We may also share your personal information or your car's information with our business partners in other circumstances with your permission. We will not share your personal information with other third parties for their independent use without your permission.
We'll record and randomly monitor conversations by you or others from your car with us, with emergency service providers, or with the police to maintain or improve the quality of Lexus Link service, for training purposes, or to promote and provide Lexus Link service. We may also randomly monitor your interactions with our automated services such as Advanced Services for quality improvement purposes. Please note that our Lexus Link Advisors may also remain on the line if they conference in a third party, such as dealership personnel or hotel reservation centers, to assist in completing a service request.Additional Lexus Link Services Information
The Lexus Link equipment maintains a balance of the remaining number of Personal Calling minutes in your car.
If you purchase a new car, your Lexus Link equipment will automatically call Lexus Link to perform a cellular validation of your system. That is, your Lexus Link equipment will call Lexus Link to complete the setup necessary to fully activate your Personal Calling.
We cannot listen to, view or record the content of calls made using Personal Calling.
Should you choose to use Personal Calling to dial 911 in an emergency situation rather than contacting Lexus Link, and your car contains certain Lexus Link equipment, the location of your car at the time the call was made may be provided to the public safety or dispatch personnel who answered your call.Lexus Link Web Sites
You may use the Lexus Link Web sites to learn about our services without disclosing any personal information. There are also several opportunities on our Web sites for you to provide us with information about you, such as your name, mailing address and e-mail address, to request information or enroll in promotional programs.
Our sites may contain links to third-party sites that we do not control or that are not covered by this privacy statement. We recommend that you check the privacy statement of other sites you visit before providing any personal information to them.Security of Your Personal Information
Lexus Link provides service to your car through wireless networks. Although it is illegal for unauthorized people to intercept your calls, such interceptions of wireless communications can occur.
We implement and maintain reasonable technical, physical and administrative safeguards to protect the security and confidentiality of customer information under our control from theft, loss, misuse, improper disclosure, distribution or alteration.Personal Identification Number (PIN)
Lexus Link uses a Personal Identification Number, or PIN, to help identify authorized users of the service in certain situations. You will be asked for your four-digit PIN when requesting Remote Door Unlock, Stolen Vehicle Location Assistance, Remote Horn and Lights and some account maintenance services. You can change your PIN, add other authorized users of your car on to your account with their own PIN, or inquire about a forgotten PIN at any time by contacting a Lexus Link advisor from your car or calling 1-800-25-LEXUS (1-800-255-3987) and selecting the prompt for Lexus Link. Lexus Link will provide secured services to users who provide the correct PIN.Control of Your Personal Information
You may modify, correct, change or update your contact information at any time by contacting a Lexus Link Advisor from your car, or calling 1-800-25-LEXUS (1-800-255-3987) and selecting the prompt for Lexus Link. While we use reasonable efforts to ensure that the information we hold about you is accurate, complete and current, we generally rely on you to inform us about changes to your contact or other relevant information (e.g., name, address, telephone number, etc.).
You may also contact us to be placed on our do-not-contact lists (mail, e-mail and telephone) so you won't receive marketing materials from us. You will have to provide your Lexus Link PIN as verification before you are placed on the list. If you are a current Lexus Link subscriber on this list, you will still receive information about any safety and product recalls and notice regarding automatic renewal or deactivation of your services. Once your name is restricted from contact, you will not receive future marketing offers from Lexus Link.Changes to the Lexus Link Privacy Statement
We may change this statement at any time by posting a notice on the Lexus Link Web site. We encourage you to occasionally review this statement to better understand how we are protecting your information.Frequently Asked Questions
Q: Does Lexus Link continuously monitor my car's location?
A: No, Lexus Link does not continuously or routinely monitor, update or otherwise track the location of Lexus Link-equipped cars. Lexus Link only knows the location of a car when a user initiates a request for service, there is an airbag deployment, your Lexus Link equipment calls Lexus Link with data updates or when required to locate a car by a valid court order in criminal procedures or under exigent circumstances. We require police involvement for Stolen Vehicle Location Assistance and missing person requests.
Q: If I am assigned as the primary driver of a Lexus Link-equipped car that is owned or leased by the company I work for, will you ever provide the location of that car to the company?
A: No, we do not provide the car's location to your company or to a fleet-leasing company that may be managing your company's car fleet. We only provide the location of a car to emergency service, roadside assistance or law enforcement personnel to assist in delivering services.
Q: If I drive a rental car equipped with Lexus Link, will you ever provide the location of my vehicle to the rental company?
A: Lexus Link will provide the location of a rental car to the rental company only if the location is vital to completing a driver's service request. For example, if you were involved in an accident where your rental car was no longer drivable and contacted Lexus Link, we would provide the rental car agency the location of the car so that they could send out the appropriate resources to pick up the damaged car and provide you with a new rental, if needed.
Q: If I'm not talking with a Lexus Link Advisor, or if an Advisor and a third-party conferenced in at my request, does Lexus Link monitor conversations in my car?
A: It is not possible for Lexus Link Advisors to monitor car occupant conversations without notice to the occupants. When a voice connection is established with your car, a light flashes, there is a ring, and the radio mutes. Even if requested, it is not possible for Lexus Link to override this functionality. In addition, a voice connection is normally audible through the stereo speakers, and cars programmed with text display capabilities can see an indicator of a connection to Lexus Link on the driver's instrument panel. Moreover, Lexus Link's policy requires Advisors to announce their presence immediately upon establishing a voice connection.
Q: What do you mean when you say "independent use" of personal information?
A: By independent use, we mean for purposes unrelated to the offering of products and services by OEM Telematics Services, your car manufacturer or car dealer.
Q: Can I update my personal information?
A: Yes. Please contact a Lexus Link Advisor from your car, or call 1-800-25-LEXUS (1-800-255-3987) and select the prompt for Lexus Link to update your contact information maintained by Lexus Link.
Q: Do you request or record highly sensitive personal information like my social security number?
A: We do not collect or record the full social security number, government driver's license number, bank account information (other than information required to process purchases), bank passwords or your mother's maiden name from our past, current or potential future customers. If you receive mail, an e-mail message or a telephone call from someone claiming to request the above information as part of a Lexus Link transaction, do not provide this information. Obtain as much information as possible from the person making the request and contact us immediately at 1-800-25-LEXUS (1-800-255-3987) and select the prompt for Lexus Link.
Q: What is an example of a supplier that provides services to Lexus Link?
A: Suppliers are companies such as advertising and marketing agencies that provide services on our behalf.
Q: Is Lexus Link the same thing as an Event Data Recorder, sometimes called a "Black Box?"
A: No, Lexus Link is not the same as an Event Data Recorder. However, Lexus Link will use some of the same information that is collected by the Event Data Recorder in the event of an airbag deployment to help provide services to you.