Privacy Policy

We only collect personal information that is reasonably necessary to deliver, support and improve the ProvideWise platform.

Account and user information

• Name, email address, phone number and job title
• Organisation name and billing details
• Login credentials and authentication tokens
• Support requests and communication history

NDIS participant information

When users enter information into the platform, we may collect:

• Participant name, date of birth, contact details and NDIS number
• Case notes, goals, plans, documents and communications
• Provider, plan manager and other support-network details
• Tasks, appointments, calendar entries and funding information

Automatically collected information

• Device and browser type, IP address and approximate location
• Usage data such as page views, clicks, feature usage and errors
• Cookies and similar technologies (see the Cookies section below)

ProvideWise uses artificial intelligence to assist support coordinators in producing case notes, identifying follow-up tasks, and surfacing reminders. Important points about our current use of AI:

• AI is used to assist users, not to make decisions about participants without human review.
• Rough notes entered by users may be processed by AI models to generate polished case notes and suggested actions.
• We do not use participant information to train AI models for general purposes, nor do we sell that information to AI providers.
• Users remain responsible for reviewing, editing and approving any AI-generated content before it is stored, shared or relied upon.

The specific AI providers and subprocessors we use are listed in the Third party services section below.

We take data security seriously and implement a range of technical and organisational measures to protect personal information:

• Encryption in transit using TLS/SSL
• Encryption at rest for stored data
• Role-based access controls and row-level security
• Secure authentication with strong password requirements
• Regular access reviews and monitoring for suspicious activity
• Backups and disaster recovery processes

No system is completely secure. Users also play a role in security by keeping passwords confidential, using strong authentication, and only accessing information they are authorised to view.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This means we:

• Collect personal information only by lawful and fair means and only where necessary.
• Notify users and participants about how information will be used.
• Use and disclose information only for the purposes for which it was collected, unless an exception applies.
• Take reasonable steps to keep information accurate, complete and up to date.
• Protect personal information from misuse, interference, loss and unauthorised access.
• Give individuals access to their personal information and allow correction where appropriate.

Where we handle NDIS participant information, we also expect our customers to comply with their own privacy, confidentiality and record-keeping obligations under the NDIS Act and relevant NDIS rules.

We use cookies and similar technologies to operate the platform, remember preferences, understand usage, and improve the user experience.

Types of cookies we may use:

• Essential cookies: Required for authentication, security and core platform functionality.
• Preference cookies: Remember settings such as display preferences.
• Analytics cookies: Help us understand how the platform is used so we can improve it.

You can manage cookie preferences through your browser settings. Disabling essential cookies may affect platform functionality.

We use trusted service providers to host, secure, analyse and operate ProvideWise. The categories of third parties we may use include:

• Cloud hosting and database services
• AI and large language model services
• Authentication and identity providers
• Analytics and error-monitoring tools
• Email and communication providers
• Payment and billing processors

We choose providers with appropriate security and privacy practices and enter contracts where required. A current list of specific subprocessors is available on request.

We may update this list from time to time as we add or replace service providers.

We use personal information to:

• Provide, maintain and improve the ProvideWise platform
• Authenticate users and manage accounts
• Communicate about service updates, security and support
• Process payments and billing
• Comply with legal obligations and protect our rights

We do not sell personal information. We only disclose personal information to third parties where:

• It is necessary to provide the service you have requested
• You have consented
• We are required or permitted by law
• It is necessary to investigate or prevent misuse of the platform

Under Australian privacy law and our own practices, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of your personal information where appropriate
• Withdraw consent for optional uses of your information
• Make a complaint about how we handle privacy matters

If you are a participant or user represented by an NDIS provider using ProvideWise, that provider may also be able to assist with access and correction requests. For requests directed to us, please use the contact details below.

For privacy questions, access requests, corrections or complaints, please contact us:

We will respond to privacy requests as soon as reasonably possible, and within the timeframes required by Australian privacy law.

We may update this privacy policy from time to time as our practices, technology or legal requirements change. When we do, we will update the "Last updated" date at the top of this page and notify users where the changes are significant.

Continued use of ProvideWise after changes are published indicates acceptance of the updated policy.