Privacy Policy

Careproof AI Pty Ltd (ACN 702 587 184, ABN 58 702 587 184), a company registered in Queensland, is the operator of the Careproof platform. Questions, requests and complaints about privacy go to support@careproof.ai.

A provider that uses Careproof stays the party responsible for the records it keeps about its participants and workers. Careproof holds and processes those records on the provider's instructions. Where this policy says "the provider", it means the organisation whose account the information sits under.

Different people give us different things.

• Providers: the name, email, phone and address of the account owner; the organisation's name, ABN, NDIS provider number, registration groups and state; bank details for invoices; billing details, which Stripe holds, not us; and everything the provider enters about its participants, workers, shifts, incidents, complaints, documents and registers.
• Workers: name, email, phone, address, date of birth, emergency contact, qualifications and clearances with the documents that prove them, payroll details including tax file number and bank account, shift check-in and check-out times and locations, progress notes, incident reports, signatures, and the documents a worker uploads. A worker who lists in the worker directory also gives a profile, availability and the areas they work in.
• Participants: the information a provider records to deliver supports, which can include name, date of birth, NDIS number, contact details, plan dates and funding, support needs, health and medical information, risks, emergency contacts, service agreements, progress notes and incident records. Participants do not create Careproof accounts; the provider enters and controls this information.
• Support coordinators: name, work email, organisation and phone, plus the referrals they send and the providers they follow.
• Auditors: name, work email, organisation, and the engagements, worksheets and reports they work on.
• Everyone: the technical record of using the service, such as sign-in times, IP address, browser or device type, and the pages and actions taken. For a signature, an acknowledgement or a declaration made through a link we emailed, we record the time and the IP address as evidence that it was made.

Health information, disability information and some incident details are sensitive information under the Privacy Act. Providers collect it because delivering NDIS supports and meeting the NDIS Practice Standards requires it. We handle it only for that purpose, on the provider's instructions, and we do not use it for marketing, profiling or advertising, ever.

A tax file number is handled under the Tax File Number Rule. It is stored encrypted, shown only to the provider's authorised person when they ask to see it, and never included in exports, audit packs, dossiers or invoices.

We use personal information to:

• run the service: accounts, sign-in, rostering, check-in, notes, invoicing and NDIA claiming, registers, documents, alerts and the audit pack;
• score compliance and generate documents, including with AI assistance (see the AI section below);
• verify a worker's documents, check expiry dates and warn before a clearance lapses;
• look up public registers: the Australian Business Register for an ABN, and the NDIS Commission's provider register for a provider's registration status, groups and conditions;
• send the emails and push notifications the service needs, such as shift changes, sign-in links, reminders and alerts;
• bill for the service through Stripe;
• keep the service secure, find and fix faults, and meet our legal obligations.

Some features draft text with an AI model: policy and document drafts, compliance recommendations, incident classification, audit report drafting, and reading a worker's uploaded document to check its details and expiry. The text sent to the model is limited to what the feature needs. Our AI provider is Anthropic, whose API terms do not permit training on our customers' data. A person reviews and approves AI drafts before they are used; the platform does not publish a document on its own.

The database and file storage run in Sydney, Australia. The application runs in Sydney. Error monitoring runs in the European Union. AI processing is done in the United States for the duration of each request. Email and payment providers operate globally. Where information leaves Australia we rely on the provider's contractual commitments to protect it to a standard consistent with the Australian Privacy Principles.

We do not sell personal information. We share it only with the people and services needed to run Careproof:

• the provider whose account the information belongs to, and the people the provider gives access to;
• a support coordinator, only for the participants that coordinator coordinates and only when the provider switches that on;
• an auditor, only for the audit engagement the provider opens and only what the provider sends;
• other providers, for a worker who has chosen to list in the worker directory, and then only the profile the worker chose to show; contact details (phone and email) are shared with a named provider only when the worker consents to that request, and the consent is recorded;
• our service providers: Supabase (database and file storage), Vercel (hosting), Stripe (payments), Resend (email), Expo (push notifications), Sentry (error monitoring, with personal details stripped before anything is sent), Anthropic (AI), and Google when a provider chooses to sign in with Google;
• the Australian Business Register and the NDIS Commission's public provider register, which we query with an ABN;
• anyone the law requires us to share with, such as a court order or a mandatory notification.

Listing in the directory is a worker's choice. A listed worker's profile is visible to providers using Careproof. Contact details are not part of the profile: a provider asks, the worker sees exactly what would be shared, with which provider and for how long, and decides. Declining costs nothing. A worker can unlist at any time from their profile.

We use the cookies needed to keep you signed in and to protect forms. We do not run advertising trackers. Error monitoring records that a fault happened and where, without the contents of forms, cookies or your email address.

NDIS providers must keep service delivery records for seven years under the NDIS Practice Standards and tax law, and we keep them for the provider for that long. Account and profile information is kept while the account exists.

When a worker deletes their account, their sign-in is removed straight away and their personal profile details are stripped after a seven-day grace period. Records of services they delivered (shifts, notes, incidents, invoice lines, register entries) stay with the provider under the provider's retention obligation, disassociated from the worker where the record allows. When a provider closes its account it can export its records first; we then delete them after the retention period unless the law requires otherwise.

Information is encrypted in transit and at rest. Every record is scoped to the account it belongs to, enforced in the database, so one provider cannot read another's data. Access inside Careproof is limited to the people who need it to support you. If a data breach is likely to cause serious harm we notify the people affected and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

You can ask to see the personal information we hold about you and to have it corrected. Providers, workers, coordinators and auditors can do most of this from their own account. For anything else, email support@careproof.ai; we answer within 30 days. A participant should ask their provider first, since the provider controls those records, and can contact us if that does not resolve it.

If you are not happy with how we handled a privacy matter, tell us and we will work through it with you. You can also complain to the Office of the Australian Information Commissioner at oaic.gov.au.

When we change this policy we update the date at the top and, for changes that matter, tell account holders by email. The current version is always at app.careproof.ai/privacy.

Careproof AI Pty Ltd (ACN 702 587 184, ABN 58 702 587 184), support@careproof.ai.