Support Logic (“we”, “us”) provides AI‑powered guidance and a document workspace for Australian NDIS and disability support providers. We handle your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what we collect, how we use it, and the choices you have.

Information we collect

Account & billing: your name, work email, organisation, role, and subscription/payment details (payments are processed by our payment provider — we do not store full card numbers).

Content you provide: questions you ask the AI, documents you upload to your workspace, and any notes you add. You should not enter identifiable NDIS participant information unless your organisation has lawful authority and consent; our system includes PII detection that can block or de‑identify such content before it reaches the AI model.

Usage & technical: log data, device/browser information, and analytics about how the service is used, to keep it secure and improve it.

How we use your information

To provide and secure the service, generate citation‑backed answers, maintain your document workspace, process subscriptions, provide support, meet legal and compliance obligations, and improve the product. We do not sell your personal information.

AI processing & model training

Answers are generated using a third‑party AI language model under contractual terms that prohibit using your content to train their models. By default we do not permit third‑party model training on your data. AI output is decision‑support only and should be verified by a qualified person before it informs participant‑facing or high‑risk decisions. See our Responsible AI approach in‑app under Account → Compliance.

Data storage & residency

Our application, database, uploaded documents and search index are hosted in Australia (Sydney), and document embeddings are generated on the Australian server. We use encryption in transit (TLS), encryption at rest for audit metadata, and an immutable, hash‑chained audit log.

Service providers (subprocessors)

We use a small number of trusted providers to run the service — for Australian hosting, payment processing, transactional email, and AI language generation — each under agreements that protect your data. A current list of subprocessors is available on request at hello@supportlogic.au.

Retention

We keep your account and content for as long as your organisation uses the service, and for a reasonable period afterwards to meet legal, security and compliance requirements. You can request deletion of your account and associated data (see below).

Your rights

You may request access to, or correction of, the personal information we hold about you, and you can withdraw AI‑feature consent at any time under Account → Privacy. Where your organisation is the controller of participant‑related information, access and correction for that information are handled by your organisation.

Complaints & contact

To exercise a right, ask a question, or make a privacy complaint, contact us at hello@supportlogic.au. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Changes to this policy

We may update this policy from time to time. Material changes will be reflected by the “last updated” date above.

See also our Terms of Service. This page is provided for transparency and is not legal advice.