1. Introduction

CareNeighbour Pty Ltd (“CareNeighbour”, “we”, “us”, “our”) respects your privacy. This Privacy Policy explains how we collect, use, disclose and protect your personal information when you use our website and the TrustLayer platform.

We handle personal information in accordance with:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles (APPs)

• Privacy and Data Protection Act 2014 (Vic)

If you do not agree with this Policy, please do not use our website or platform.

2. Who we are

CareNeighbour Pty Ltd
Melbourne, Victoria, Australia
Email: careneighbour.team@gmail.com
Website: careneighbour.com

3. Information we collect

3.1 Website visitors

• Contact details submitted via forms (name, email, phone, company)

• Usage data such as IP address, browser type, pages visited and time on site

• Cookie and analytics data (see Cookie Policy)

3.2 Waitlist and demo requests

• Name, email address, role and organisation

• Information about your provider type and team size

• Any message you include in forms

3.3 TrustLayer platform users

For users onboarded by provider customers (carers, families, admins):

• Carers: profile details, device identifiers, session metadata and AI‑generated records and trust scores, linked to their provider

• Families: name, contact details, linked care recipient, notification preferences

• Providers: organisation details, admin accounts, billing data, rostered carers and sessions

• Sessions and transcripts: encrypted transcripts derived from consented live audio, plus AI‑generated outputs for each role

3.4 Audio and transcripts

• Live session audio is streamed from the CareRecord device, Apple Watch or phone mic. Raw audio is deleted after successful transcription.

• We store encrypted transcripts and AI‑generated summaries for defined retention periods (see section 6).

4. How we use personal information

We use personal information to:

• Operate and improve our website and TrustLayer platform

• Respond to enquiries, waitlist signups and demo requests

• Generate family summaries, carer session records and provider quality signals from session transcripts

• Calculate and maintain carer trust scores over time

• Send service messages, updates and marketing communications (where permitted)

• Comply with regulatory obligations, including aged care quality and privacy laws

• Improve our AI models using de‑identified and anonymised data, where we have appropriate consent or lawful basis

We do not sell your personal information.

5. When we share information

We may share personal information:

• Within the TrustLayer platform, using strict role‑based access (carers, families and providers see different outputs derived from the same session).

• With service providers that help us operate the platform, such as transcription APIs, AI model providers, hosting, analytics and payment processors.

• When required by law or to respond to lawful requests from regulators or law enforcement.

All service providers are contractually required to protect personal information and use it only for our specified purposes.

6. Data storage and retention

We store data in Australia or with providers that offer protections compatible with Australian privacy law.

Typical retention periods include:

• Raw audio: deleted once transcription succeeds

• Transcripts: retained for about 12 months, then deleted

• AI summaries and trust scores: retained while accounts remain active; trust scores may be retained longer as part of a verified professional record

• Consent logs: retained to meet legal and governance requirements

• Marketing contacts: retained until you unsubscribe or request deletion

7. Your rights

You can:

• Request access to personal information we hold about you

• Ask us to correct inaccurate or incomplete information

• Opt out of marketing communications at any time

• Withdraw consent for certain data uses (for example AI training use of de‑identified data, where consent is required)

• Request deletion of personal information where we no longer need it and are not legally required to keep it

To exercise these rights, email careneighbour.team@gmail.com. We will respond within a reasonable time, usually 30 days.

8. Cookies and tracking

We use cookies and similar technologies for essential site functions, analytics and (with your consent) marketing. Details are in our Cookie Policy.

You can control cookies via your browser settings and our cookie banner.

9. Children and minors

Our services are intended for adult carers, provider staff and family decision‑makers. We do not knowingly collect personal information directly from children under 18.

10. Complaints

If you believe we have breached your privacy rights:

1. Contact us at careneighbour.team@gmail.com with details.

2. We will investigate and respond, usually within 30 days.

3. If you are not satisfied, you may complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

11. Changes to this policy

We may update this Privacy Policy as our products or legal obligations change. We will post the updated version on this page with a new “Last Updated” date.