Privacy Policy

Effective date: 15 June 2026

1. Introduction

Aware Labs Pty Ltd (ABN 41670991401), trading as FindMyHelp ("we", "us", "our"), operates FindMyHelp.com.au (the "Platform"). We help families and individuals connect with NDIS and aged care providers by matching care requests with relevant providers.

This Privacy Policy explains how we collect, use, disclose, and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Who We Are

Entity: Aware Labs Pty Ltd
ABN: 41670991401
Trading as: FindMyHelp
Website: FindMyHelp.com.au
Privacy contact: sam@findmyhelp.com.au

3. Scope

This policy applies to personal information we collect when you:

  • Submit a care request as a Seeker (or on behalf of someone else).
  • Create or manage a Provider account or claim a listing.
  • Subscribe to premium Provider features.
  • Submit a review or otherwise interact with the Platform.
  • Contact us or browse our website.

This policy does not cover the privacy practices of Providers or other third parties you interact with after we introduce you. Providers are responsible for their own compliance with privacy laws when you engage their services.

4. Information We Collect

From care Seekers — when you submit a request, we may collect:

  • Contact details (email address and/or phone number).
  • Location information (suburb, postcode, service address, and approximate coordinates if provided).
  • Details about support needs (service types, notes, urgency, required date, funding type).
  • Review submissions (star rating and comments about a Provider).

From Providers — when you claim a listing or create an account, we may collect:

  • Account details (name, email, Firebase authentication identifiers).
  • Business information (business name, phone, email, website, ABN, NDIS registration details).
  • Service areas, capabilities, profile content, and notification preferences.
  • Billing information processed by Stripe (we do not store full payment card details).

Automatically — when you use the Platform, we may collect:

  • Device and browser information, IP address, and general usage data.
  • Analytics data via Google Tag Manager / Google Analytics (where enabled).
  • Log data related to API requests, notifications sent, and security events.

5. How We Collect Information

We collect personal information:

  • Directly from you when you submit forms, create accounts, or contact us.
  • From public registers and third-party sources when building Provider listings (e.g. NDIS provider data).
  • Automatically through cookies, analytics tools, and server logs when you use the Platform.
  • From authentication services (Firebase) when Providers sign in.

Where practicable, we collect personal information only from you. If we collect information about you from someone else (for example, a family member submitting a request on your behalf), we rely on that person having appropriate authority to provide it.

6. Why We Use Your Information

We use personal information to:

  • Operate the matching service — identify relevant Providers and notify them of your request via email and/or SMS.
  • Communicate with you — send confirmations, review links, and service-related messages.
  • Manage Provider accounts — authenticate users, maintain listings, process subscriptions, and deliver matched requests.
  • Improve the Platform — analyse usage, troubleshoot issues, and develop features.
  • Protect the Platform — detect fraud, abuse, and security incidents.
  • Comply with law — meet legal obligations and respond to lawful requests.

We do not sell your personal information. We do not use your information for unrelated direct marketing without your consent.

7. Disclosure of Information

We may disclose personal information to:

  • Matched Providers — when you submit a care request, we share relevant details (such as your contact information, location, and support needs) with Providers we notify about your request, so they can contact you directly.
  • Service providers who help us operate the Platform, including:
    • Google (Firebase authentication, Cloud infrastructure, analytics via Tag Manager).
    • Stripe (payment processing for Provider subscriptions).
    • Email and SMS delivery providers.
    • Cloud hosting and database providers.
  • Professional advisers (lawyers, accountants) where necessary.
  • Regulators or law enforcement when required or permitted by law.

We require service providers to handle personal information in line with applicable privacy laws and only for the purposes we specify.

8. Overseas Disclosure

Some of our service providers (including Google and Stripe) may store or process personal information outside Australia, including in the United States. Where we disclose personal information overseas, we take reasonable steps to ensure recipients handle it in accordance with the APPs, including through contractual protections where appropriate.

9. Security

We implement reasonable technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These measures include access controls, encrypted connections, and secure cloud infrastructure.

No method of transmission or storage is completely secure. If you believe your account or information has been compromised, contact us promptly at sam@findmyhelp.com.au.

10. Data Retention

We retain personal information for as long as needed to provide the Platform, fulfil the purposes described in this policy, and comply with legal obligations. When information is no longer required, we take reasonable steps to delete or de-identify it.

11. Your Rights

Under the Privacy Act, you may:

  • Request access to the personal information we hold about you.
  • Request correction of inaccurate, out-of-date, incomplete, or misleading information.
  • Make a complaint if you believe we have mishandled your personal information.

To exercise these rights, contact us at sam@findmyhelp.com.au. We will respond within a reasonable time. We may need to verify your identity before processing a request.

12. Cookies and Analytics

We use cookies and similar technologies, and may use Google Tag Manager and Google Analytics, to understand how visitors use the Platform. This helps us improve performance and user experience.

You can manage cookies through your browser settings. Disabling cookies may affect some Platform functionality. For more information about how Google uses data, see Google's Privacy Policy.

13. Children

The Platform is not directed at children under 18. We do not knowingly collect personal information from children without appropriate parental or guardian authority. If you believe we have collected information from a child inappropriately, please contact us.

14. Notifiable Data Breaches

If a data breach is likely to result in serious harm to affected individuals, we will comply with the Notifiable Data Breaches scheme under the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner where required.

15. Changes to This Policy

We may update this Privacy Policy from time to time. The effective date at the top of this page will be revised when changes take effect. Material changes will be posted on the Platform. We encourage you to review this policy periodically.

16. Complaints

If you have a privacy complaint, contact us at sam@findmyhelp.com.au. We will acknowledge your complaint and investigate it promptly.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):