Privacy policy

1. Account information: first name, last name, email address, and password (hashed).
2. Child information: your child's age range, and their areas of challenge (such as communication or daily living skills), which we map to relevant practitioners' areas of expertise. You may also search directly by area of expertise and save that search to run again later. ViaClara does not collect or store clinical diagnoses - see Section 3 for further information.
3. Search and matching preferences: suburb or geographic area, and the types of practitioners or areas of expertise you search for. If you save a search, this information (including suburb) is retained so the search can be run again later.
4. Help Wanted Ads: if you post a Help Wanted Ad, we collect the details you provide - such as your child's age range and support needs, your suburb, availability, preferred mode of delivery, urgency, and NDIS or language requirements - and any responses you receive from practitioners. See clause 6 of the Parent Terms for how long your ad remains visible to practitioners, and Section 10 (Data Retention) below for how long the ad record itself is kept.
5. Communications: the content of messages you send to practitioners via ViaClara's messaging feature. These messages may contain health information about your child.
6. Support and feedback communications: if you contact us - for example, via our contact-us form, our feedback widget, or by choosing to share a reason when deleting your account - we collect the content of your submission. Where you use our contact-us form, this also includes your full name and the email address you signed up with. These forms are hosted by Tally, a third-party provider (see Section 5.3), and submissions are additionally retained in an internal Google Sheets business tool for our review and response - see Section 5.3 and Section 10 for further detail, including how long this data is kept.
7. Terms and Privacy Policy acceptance: a timestamped record of your acceptance of the Platform Terms, Parent Terms, and this Privacy Policy at account creation (consent type, acceptance timestamp, IP address, and browser/device information). See Section 10 for how long this record is retained.
8. Marketing consent: if you opt in at sign-up, a timestamped record of your consent to join ViaClara's marketing mailing list (including the exact wording you were shown), and, if you later unsubscribe, a record of that withdrawal. See Section 4.3 and Section 10 for how this is used and retained.
9. Multi-factor authentication (MFA) and trusted devices: if you enable MFA on your account, we collect a record of any device you choose to “remember” - device/browser type, and the dates that trust was created, last used, and will expire - so you are not asked to re-verify on that device each time you log in. See Section 10 for how long this record is retained.
10. Block records: if you block another user, a record of that block (including timestamps) is retained permanently, including if you later unblock that user or delete your account. This record is limited to the user IDs involved, the direction of the block, and the timestamp - no message content or profile information is retained under this permanent-retention exception. It is retained for safety and legal purposes and is available for legal discovery. See Section 8 (Messaging) for further information.
11. Reports you submit or are the subject of: if you submit a report about another user or item of content, we collect the reason category you select, any free-text details and evidence you choose to provide, and a point-in-time copy of the reported content captured at the time of the report. If you are the subject of a report, we hold the same categories of information about you. See Section 10 for how long this is retained.
12. Proactive content-scan flags: ViaClara uses automated scanning to check messages, Help Wanted Ads and responses, practitioner profiles, and minor Resources Hub article edits for content that may breach our Platform Content Policy. If your content is flagged by this scan, we hold a record of the flag and the matched content pending review; a flag alone does not result in any action against your account.
13. Admin review of reports: if a report or a scan flag involving you is reviewed by a ViaClara administrator, we keep a record of that review, including the date and the outcome (but not the content of any internal review notes beyond what is already captured above).

1. Basic profile information: full name, profession, email address, phone number, suburb, website, mode of delivery, profile photo, areas of expertise, age groups served, education, availability, and NDIS registration status. Your ABN and professional registration/membership number are also displayed on your profile - see Section 2.2A. Your suburb is also geocoded to approximate coordinates, used internally to power proximity-based search ranking (see Practitioner Terms clause 9(a)). These coordinates are intended to be used for ranking purposes only and are not displayed publicly.
2. Extended profile information (Pro and Business Builder Plans): social media page links, video introduction, professional experience, additional qualifications, memberships, and languages spoken.
3. Registration credential information: ABN, and - where applicable to your profession - an AHPRA registration number or professional association membership number. This information is collected to verify your eligibility to register as a Practitioner User. The verification check performed, and its confidence level, varies by profession - see clause 3(f) of the Practitioner Terms and Section 2.2A below for the applicable tier for your profession.
4. Verification information: neuroaffirming attestation data and parent verification responses.
5. Insurance information: confirmation that you hold current professional indemnity insurance.
6. Working With Children Check (WWCC) attestation: confirmation that you hold a current Working With Children Check (or equivalent state/territory clearance), and the date of your attestation. ViaClara collects this attestation only - it does not collect your WWCC or application number, and does not independently verify your WWCC status. See clause 3(h) of the Practitioner Terms.
7. NDIS provider attestation: if you attest to being a registered provider with the NDIS Quality and Safeguards Commission, we collect a record of that attestation (and, if applicable, a record that you have declined to make it), so that it can be displayed to Parent Users to assist their decision-making. This attestation is optional and is separate from, and more specific than, the plain NDIS registration status field described above. ViaClara does not independently verify this attestation and relies on your self-reported status. See clause 3(l) of the Practitioner Terms.
8. Terms and Privacy Policy acceptance: a timestamped record of your acceptance of the Platform Terms and this Privacy Policy at account creation, and of the Practitioner Terms at the fuller registration/profile-creation step (consent type, acceptance timestamp, IP address, and browser/device information). See Section 10 for how long this record is retained.
9. Marketing consent: if you opt in at sign-up, a timestamped record of your consent to join ViaClara's marketing mailing list (including the exact wording you were shown), and, if you later unsubscribe, a record of that withdrawal. See Section 4.3 and Section 10 for how this is used and retained.
10. Communications: messages sent to Parent Users, peer-to-peer messages (Business Builder Plan), and content published to the Resources Hub.
11. Support and feedback communications: if you contact us - for example, via our contact-us form, our feedback widget, or by choosing to share a reason when deleting your account - we collect the content of your submission. Where you use our contact-us form, this also includes your full name and the email address you signed up with. These forms are hosted by Tally, a third-party provider (see Section 5.3), and submissions are additionally retained in an internal Google Sheets business tool for our review and response - see Section 5.3 and Section 10 for further detail, including how long this data is kept.
12. Subscription and billing: plan type, payment history, and billing details processed by our third-party payment provider. We do not store your full card number.
13. API and analytics data (Pro and Business Builder Plans): data about API requests that returned your profile, including how often your profile was retrieved, used for platform administration and (Phase 2) practitioner-facing AI visibility analytics.
14. Multi-factor authentication (MFA) and trusted devices: if you enable MFA on your account, we collect a record of any device you choose to “remember” - device/browser type, and the dates that trust was created, last used, and will expire - so you are not asked to re-verify on that device each time you log in. See Section 10 for how long this record is retained.
15. Block records: if you block another user, a record of that block (including timestamps) is retained permanently, including if you later unblock that user or delete your account. This record is limited to the user IDs involved, the direction of the block, and the timestamp - no message content or profile information is retained under this permanent-retention exception. It is retained for safety and legal purposes and is available for legal discovery.
16. Reports you submit or are the subject of: if you submit a report about another user or item of content, we collect the reason category you select, any free-text details and evidence you choose to provide, and a point-in-time copy of the reported content captured at the time of the report. If you are the subject of a report, we hold the same categories of information about you. See Section 10 for how long this is retained.
17. Proactive content-scan flags: ViaClara uses automated scanning to check messages, Help Wanted Ads and responses, practitioner profiles, and minor Resources Hub article edits for content that may breach our Platform Content Policy. If your content is flagged by this scan, we hold a record of the flag and the matched content pending review; a flag alone does not result in any action against your account.
18. Admin review of reports: if a report or a scan flag involving you is reviewed by a ViaClara administrator, we keep a record of that review, including the date and the outcome (but not the content of any internal review notes beyond what is already captured above).
19. Referral program activity: if you participate in our optional Referral Program, your referral code; a summary of each referral you have made (the referred colleague's name, referral status, and the date and type of any reward granted); and, if you yourself joined ViaClara via a colleague's referral, a record of that referral (the referrer's name, the code you used, status, and any reward you received). See Practitioner Terms clause 22 for how the program works, and Section 10 for how long this is retained.

1. Your ABN and your professional registration or membership number (where applicable to your profession) are displayed publicly on your practitioner profile, together with the name of the relevant register or association. This allows Parent Users and other members of the public to independently verify your credentials via the relevant public register.
2. Your insurance information and Working With Children Check attestation (both described below), and any administrative correspondence relating to your registration, are retained internally only and are not displayed on your profile.

1. Device and browser information: IP address, browser type and version, operating system, and device identifiers.
2. Usage information: aggregated, anonymised information about how you use the website and app - such as pages viewed, features used, time spent on pages, links clicked, referral URLs, and search queries performed - collected via Google Analytics (GA4). This data is cookie-based and session-level: it is not linked to your ViaClara account or user ID, and none of it is collected until you consent to analytics cookies. See Section 9 and our Cookie Policy for the cookies involved and consent mechanics, and Section 10 for how long this data is retained. ViaClara does not currently operate a separate, account-linked internal usage log.
3. Safety and audit log data: where a blocked user attempts to respond to a Help Wanted Ad, we record the actor's ID, target's ID, ad ID, block direction, IP address, and timestamp in a tamper-evident audit log. No message content, profile content, or other personal information is captured in this log. This log is retained permanently and is never deleted, including after account deletion. It is used for platform safety, dispute resolution, and legal discovery purposes.
4. Cookies and similar technologies: see Section 9 (Cookies) for details.

1. Functional support needs: information about the support needs of a child provided by a Parent User, described by challenge area (such as communication, daily living skills, or sensory processing) rather than clinical diagnosis. ViaClara's platform is designed so that clinical diagnosis data is not collected or stored - Help Wanted Ads and onboarding forms use functional descriptors, not diagnostic fields. Any diagnostic information a user chooses to include in a free-text field is entered at their own risk and is handled as sensitive information.
2. Diagnostic context incidentally included: any diagnostic or clinical information that may be shared through the messaging feature, our support and feedback forms, or incidentally included in other free-text fields.
3. Neuroaffirming practice attestation: information provided by Practitioner Users regarding their clinical approach.

1. With your express, informed consent obtained at the time of collection;
2. For the primary purpose of connecting Parent Users with suitable Practitioner Users; and
3. Where reasonably necessary for the proper functioning of the platform, as described in Section 4 of this Policy.

1. Creating and managing your ViaClara account;
2. Matching Parent Users with Practitioner Users based on support needs, location, and preferences;
3. Enabling direct messaging between Parent Users and Practitioner Users;
4. Processing subscription payments and managing billing;
5. Providing booking functionality (Business Builder Plan - via third-party integration);
6. Displaying practitioner profiles in search results and AI-assisted discovery tools;
7. Enabling peer networking between practitioners (Business Builder Plan);
8. Facilitating the publication of Resources Hub articles (Business Builder Plan); and
9. Verifying that a new practitioner registration does not correspond to a previously suspended, restricted, or removed Practitioner Account, by cross-checking registration/membership number, ABN, and other identifying information provided at registration (see Practitioner Terms clause 3(i)).

1. Analysing how the platform is used to improve features and user experience;
2. Monitoring platform performance and security;
3. Generating aggregated, de-identified analytics and reports (including AI visibility analytics for Practitioner Users on eligible plans, and aggregated Help Wanted Ad demand statistics - see Section 10); and
4. Conducting internal research to improve platform search and matching, including: analysing and testing the weighting of search ranking factors disclosed in clause 9 of the Practitioner Terms (which include availability, profile completeness, filter-match relevance, proximity, and Neuroaffirming Verification Badge status); refining how challenge areas selected by Parent Users are mapped to practitioners' areas of expertise; analysing search and messaging patterns to identify where parents are not finding suitable matches; and running comparative tests of different ranking configurations. Availability, as a ranking factor, is set and updated by the practitioner themselves and is not verified by MAME CREATIVE PTY LTD - see Practitioner Terms cl.3(k) and Parent Terms cl.4(i). This research is conducted using aggregated or de-identified data where reasonably practicable. Subscription tier is not a factor in search ranking order, and this research does not seek to make it one, other than via the languages-spoken field described below. Subscription tier does determine whether certain profile fields - including languages spoken, per Practitioner Terms cl.7(d)(i) - exist on a practitioner's profile, which in turn determines eligibility to appear in an exact-match search filtered on that field, as disclosed in clause 9 of the Practitioner Terms. Where an exact-match search (including one filtered by language) returns no results, ViaClara may surface suggested practitioners who do not meet every applied filter, clearly labelled as suggestions. Any change to ranking factors, or to which profile fields or filters are limited by subscription tier, will be reflected in an update to the Practitioner Terms and this Policy. This research does not extend to using health information for profiling or AI model training - see Section 3.

1. Sending you service-related notifications (e.g. new messages, booking confirmations, subscription renewals);
2. Responding to your enquiries and support requests; and
3. Sending you updates about ViaClara features, security notices, or policy changes that affect your use of the platform;
4. Sending you marketing communications, such as newsletters, platform updates, or content we think may interest you, only where you have given express consent by opting in via the marketing consent checkbox at sign-up. We do not rely on inferred consent under the Spam Act 2003 (Cth) for these communications. Every marketing message includes a functional unsubscribe mechanism, valid for at least 30 days, that does not require you to log in or provide further personal information. You can withdraw your consent at any time via that link or your account settings, and we will action your request promptly. Opting out of marketing communications does not affect your receipt of service-related or legally required notifications, such as new-message or Help Wanted Ad response alerts.

1. Complying with our obligations under the Privacy Act, the Notifiable Data Breach Scheme, and other applicable laws;
2. Enforcing our Terms and Conditions and other platform policies;
3. Protecting the rights, property, or safety of ViaClara, our users, or the public; and
4. Reviewing user reports and proactively detected content, and taking action - including referral to AHPRA, the eSafety Commissioner, police, or the OAIC where appropriate.

1. Practitioner profile information (as described in Section 2.2 and subject to your plan) is displayed to any visitor to the platform searching or browsing for allied health support, whether or not they are logged in as a Parent User.
2. Messages you send via the platform are disclosed to the intended recipient only.
3. Peer-to-peer messages are disclosed to the named practitioner recipient only (Business Builder Plan).
4. Practitioner users' ABN and professional registration/membership number are displayed on their public profile page, visible to any visitor to the platform (not only logged-in Parent Users), consistent with Section 2.2A.

1. Supabase (database hosting) - United States. Database and authentication services.
2. Stripe (payment processing) - United States (primary). Payment processing. Stripe's own privacy documentation states personal data may be stored and processed in any country where Stripe has operations or engages service providers.
3. Calendly Inc - United States. Appointment booking (Business Builder Plan).
4. Brevo (transactional and marketing email) - European Union (primarily Belgium, France, and Germany). Transactional email, and (where you have opted in) marketing email, including list membership management via Brevo's Contacts API. Brevo's privacy policy discloses possible transfers to the United States and India.
5. Google Analytics (usage analytics) - United States (primary). Usage analytics. GA4 does not allow selection of a specific data storage region; processing occurs on Google's global infrastructure. Cookies are only set, and data only collected, after a visitor consents via the Cookie Preference Centre - see Section 9 and our Cookie Policy for the full cookie inventory and the 14-month analytics data retention period.
6. Vercel (website hosting / application infrastructure) - United States (primary). Vercel's infrastructure spans AWS, Azure, and GCP across multiple global regions; some data processing always passes through US-based systems regardless of configured region.
7. Google Maps/Places API (location and mapping services) - United States (primary). Geocoding and location/mapping services supporting suburb- and area-based search and matching. Google's own privacy policy governs how this data is processed on its global infrastructure.
8. Tally (Tally BV) - feedback and enquiry forms - European Union. Tally's servers hosting user data and form submissions are located within the EU (Tally's own published Cookie Policy identifies the controller as Tally BV, a Belgian company, consistent with the EU location stated here). Embedded on ViaClara, consent-gated behind Functional cookie consent (see Cookie Policy Sections 4B and 5), for: contact-us enquiries, early-access/founding-practitioner waitlist registration forms, and the site-wide feedback widget. Also linked from the account-deletion confirmation screen as an account-deletion feedback prompt - this link opens tally.so in a new browser tab rather than embedding Tally content on ViaClara, so no ViaClara script, iframe, or cookie is involved and it sits outside the Cookie Policy's consent-gating scope, the same treatment given to any other outbound link to a third-party site. Planned, not yet live: Net Promoter Score (NPS) surveys - expected a couple of months post-launch; not a current data flow, and should not be treated as an active collection category until it ships. Tally's own privacy policy governs how data is processed once a visitor reaches tally.so.
9. Google Sheets (internal business operations tool) - United States (primary) / Google's global infrastructure. This account is a personal (non-Workspace) Google Account, not a Google Workspace account, so no data-residency or region-selection option is available. Used internally to collate the free-text content of account-deletion feedback, contact-us enquiries, and general platform feedback submitted via the Tally forms described above (the “Biz Ops” dashboard), for the founder's review and response. Access is currently limited to a single account, with 2-step verification enabled. This account does not currently carry a Google Workspace Data Processing Addendum - a planned migration to a Workspace account with a DPA is tracked as a pre-launch item. See Section 10 for how long this data is retained.

Some of these providers are located outside Australia. See Section 6 (Overseas Disclosure) for further information.

1. You are the parent or legal guardian of the child about whom you are providing information; and
2. You consent to ViaClara collecting, using, and storing that information for the purposes described in this Policy.

1. All message content is encrypted in transit using TLS 1.2 or higher and encrypted at rest using AES-256 encryption.
2. Message content is accessible only to the named participants in the conversation.
3. Message content is retained for 24 months after the date of the last message in a thread, after which it is permanently and securely deleted. See Section 10 (Data Retention) for full retention periods.
4. Message content is never used for advertising, profiling, or AI model training without your separate, express consent.
5. ViaClara uses automated scanning to check message content for matches against a defined set of safety and compliance concerns (see “Proactive content-scan flags” in Section 2, “What information we collect”, above). A ViaClara staff member reviews message content only following an automated match, a user report, a credible safety concern, or where required by applicable law.

1. Strictly necessary cookies - session management; keeping you logged in. Cannot be disabled; required for the platform to function.
2. Functional cookies - remembering your preferences, such as search filters and location; and powering certain embedded third-party tools, such as our contact and waitlist forms. Disabled if you opt out via the Cookie Preference Centre.
3. Analytics cookies - understanding how the platform is used; improving features. Disabled if you opt out via the cookie banner.
4. AI visibility analytics (Phase 2) - tracking how practitioner profiles appear in AI-assisted searches. Practitioner consent obtained separately at subscription.

1. Account profile data: identity fields de-identified within 30 days of account closure - or, if you're still party to an active conversation at that time, once that conversation's own retention period ends (see the Message content row below). Disposal: de-identification (fields removed or replaced with a placeholder). The underlying anonymised account record is not immediately deleted - see our Data Retention Schedule for further detail.
2. Multi-factor authentication (MFA) and trusted devices: until the trust period on that device expires - 30 days from when you chose to “remember” it. This is different from most other rows on this page, which run from account closure: a trusted-device record's only purpose is to let you skip re-verification within its 30-day window, so it is deleted automatically once that window passes, whether or not your account remains open. Disposal: secure/hard deletion.
3. Child profile information (name/alias, age range, support needs, interests): 30 days after account deletion - this applies regardless of any linked Help Wanted Ad or conversation. Disposal: secure deletion.
4. Child information disclosed via a Help Wanted Ad response (point-in-time snapshot of the above, taken when a practitioner responds): 24 months from the date of the practitioner's response - an independent retention period, not tied to the parent's account status. Disposal: secure deletion (bundled with the response record).
5. Help Wanted Ad record (the ad itself - title, description, location, and other details you provide when posting; distinct from the response snapshot above): automatically removed from practitioner-facing search 45 days after posting, or 45 days after last renewal (renewal available up to twice). Following removal from practitioner search, retained in a form visible only to the posting Parent User for a further 180 days, so they can review it or use it as the basis for a new ad. At the end of that period, or immediately if the Parent User deletes the ad themselves, the individual record is permanently deleted. Anonymised, aggregated statistics extracted from the ad (with no information capable of identifying the Parent User or their child) may be retained indefinitely. Disposal: secure deletion (individual record); aggregated data is not personal information once de-identified.
6. Message content: 24 months from date of last message in thread. Disposal: permanent secure deletion (cryptographic erasure).
7. Support and feedback communications (account-deletion feedback, contact-us enquiries, and general platform feedback submitted via Tally forms - see Section 5.3 - additionally retained in an internal Google Sheets business tool for founder review and response): 24 months from date of submission, then deleted. Treated with the same sensitivity as health/child information given the realistic likelihood that free-text fields incidentally include health-adjacent content about a child, and that the contact-us form additionally captures your full name and sign-up email address directly. Disposal: manual secure deletion - this data is not currently subject to an automated purge mechanism.
8. Payment and billing records: 7 years from transaction date (ATO requirement). Disposal: secure deletion.
9. Referral Program records (referral code, and records of referrals you have made or received through the Practitioner Referral Program - see Practitioner Terms clause 22 - including status and any reward granted): Rewarded referrals: 7 years from the date the reward was granted (working assumption that a referral reward is a “transaction” for ATO purposes, not yet lawyer-confirmed). Voided or abandoned referrals: not yet settled - 2 years (matching Content Moderation Records' free-text clock) or 3 years (matching Proactive Content-Scan Matches) are both under consideration; pending lawyer decision. Referrals involving a practitioner removed for cause: retained for the same period as Registration Credential Data for that removal. Disposal: secure deletion, once the applicable period is confirmed. Known gap, not yet resolved: the current account-deletion mechanism cannot delete or de-identify these records for any practitioner with referral history (rewarded or abandoned) - only pending referrals are voided on removal today. This must be fixed before this row's disposal method reflects actual practice.
10. Practitioner verification data (Neuroaffirming Verification Badge, peer/patient confirmations): permanent - retained indefinitely as a trust signal, and is not affected by deletion of either party's account (see Practitioner Terms clause 12). Disposal: not deleted.
11. API request logs (practitioner attribution data): 12 months from date of collection. Disposal: secure deletion.
12. Aggregated AI visibility analytics (Business Builder Plan - Phase 2, not yet available): indefinite once de-identified (no individual re-identification possible). This feature has not yet launched - this row describes the intended policy and will be confirmed against actual implementation before this feature ships. Disposal: not applicable - not personal information once de-identified.
13. Content moderation records (reports, decisions, account warnings): structured reason code retained indefinitely as a low-detail moderation-history signal. Free-text detail cleared at the earlier of (a) 30–90 days after a practitioner's review response, or (b) 2 years from notification if no review is requested. Disposal: secure deletion (free-text detail only; the structured reason code is not deleted).
14. User reports - structured fields (reason category, status, timestamps, and whether the report has been referred to an external authority): retained indefinitely. Disposal: not deleted.
15. User reports - free-text detail, evidence, and content snapshot: 5 years from the date of the report for reports categorised as harassment/abuse or safety/child harm; the same period as Content moderation records above for all other report categories; and permanently, overriding both, once a report has been referred to an external authority. The 5-year and permanent-on-referral figures are working assumptions pending lawyer sign-off - see our Data Retention Schedule for the full reasoning. Disposal: secure deletion of these fields only; the structured fields above are unaffected.
16. Admin review of reports (a record of every admin review of a report or content-scan flag, including the date and outcome): retained permanently - this record is insert-only and no deletion path currently exists. This differs from an earlier internal design target of “active account + 3 years” for this record, which has not been built - see our Data Retention Schedule for further detail. Disposal: not deleted.
17. Proactive content-scan matches (automated flags not escalated into a report): 3 years from the date of the match - a provisional figure, not yet formally ratified. A match that is later escalated into a report instead follows the User reports retention above. Disposal: secure deletion.
18. Practitioner profile review records (60-day review cadence - see Platform Content Policy clause 7.4): practitioner's active account + 3 years from the date of the review. Not currently enforced by an automated purge mechanism - manual deletion is required until one is built. Disposal: manual secure deletion.
19. Data breach investigation records and NDB notifications: 7 years from breach date. Disposal: secure deletion.
20. Consent event log (Messaging Consent Notice, API/AI visibility consent, Working With Children Check attestation, and future consent types not separately carved out below): duration of active account + 3 years. Disposal: secure deletion.
21. Marketing consent record (your opt-in/opt-out decision for ViaClara's marketing mailing list, and the exact wording you were shown): duration of active account + 3 years, matching the Consent Event Log figure above - with one exception: if you unsubscribe, or your account is closed, a minimal suppression record is kept indefinitely so you are not inadvertently re-added to the mailing list by a future data import or resubscription. This suppression record contains no raw email address - it stores only a salted HMAC-SHA256 hash of your (lowercased, trimmed) email address, used solely as a lookup key to check and enforce suppression. It is retained under APP 11.2's exception for records reasonably necessary for our own compliance purposes, and is not used for any other purpose. Disposal: secure deletion (consent record); the hashed suppression record is retained indefinitely, by design, and is not purged.
22. System logs and security logs (automatically generated by our hosting and database infrastructure providers): retained only for the default period provided by our infrastructure providers, typically ranging from a few hours to several days depending on the specific service and plan. ViaClara does not currently extend this retention period beyond the applicable provider default. Disposal: not independently controlled by ViaClara - deletion follows each provider's own infrastructure practices.
23. Block records: retained permanently - limited to user IDs, block direction, and timestamps (no message content or profile information). Survives account deletion and is never removed. Retained for safety, dispute resolution, and legal discovery purposes. Disposal: not deleted - permanent retention, field-limited as described.
24. Audit log records (safety events): retained permanently - limited to actor ID, target ID, ad ID, block direction, IP address, and timestamp (no message content or profile information). Survives account deletion and is never removed. Append-only; cannot be modified after creation. Disposal: not deleted - permanent retention, field-limited as described.
25. Registration credential data (AHPRA registration number, professional association membership number): split by how your account ends - permanent if your account is removed or suspended for a conduct or safety reason (Practitioner Terms clause 6(e)); 7 years from account closure for a voluntary or good-standing departure. Disposal: secure deletion (7-year group only).
26. Professional indemnity insurance confirmation: 7 years from account closure, flat, not split by how your account ends - treated as general commercial/compliance data, consistent with the Payment and Billing Records row above, rather than the permanent/7-year split applied to Registration credential data above (this is a warranty/compliance confirmation under Practitioner Terms clause 14, not a child-safety screening credential - see the Data Retention Schedule for the full reasoning). This is a different treatment from the Registration credential data and WWCC attestation data rows, which are permanently retained for clause 6(e) removals by deliberate design - see those rows for the separate, child-safety-driven reasoning that does not apply here. Disposal: secure deletion.
27. WWCC (Working With Children Check) attestation data - the practitioner-record fields confirming your attestation (distinct from the Consent Event Log entry recording the attestation's acceptance, covered separately above): split by how your account ends - permanent if your account is removed or suspended for a conduct or safety reason (Practitioner Terms clause 6(e)); 7 years from account closure for a voluntary or good-standing departure - mirroring the Registration credential data split above, on the basis that WWCC attestation data has an equally direct nexus to child safety. Disposal: secure deletion (7-year group only).
28. Terms and Privacy Policy acceptance records (your recorded acceptance of the Platform Terms, and the Parent Terms or Practitioner Terms applicable to you, and this Privacy Policy - captured at account creation and, for practitioners, again at registration): 7 years from account closure, flat, not split by how your account ends - this evidence underpins enforcement of every substantive clause in the relevant Terms document, so it is treated in the same general commercial/compliance bucket as the Professional indemnity insurance confirmation and Payment and Billing Records rows above, rather than the shorter default that otherwise applies to the Consent Event Log. Disposal: secure deletion.

1. Website: www.oaic.gov.au
2. Phone: 1300 363 992
3. Post: GPO Box 5218, Sydney NSW 2001

1. Encryption of all personal information in transit using TLS 1.2 or higher;
2. Encryption of message content at rest using AES-256 encryption at the application level (see Section 8); other personal information is protected at rest by encryption provided as a default feature of our hosting and database infrastructure providers;
3. Multi-factor authentication (MFA) for all administrative access to ViaClara systems;
4. Role-based access controls limiting employee access to personal information on a strict need-to-know basis;
5. Regular security assessments and, where appropriate, independent penetration testing;
6. Secure deletion protocols in accordance with our Data Retention Schedule; and
7. Vendor security assessments for all third-party service providers who process personal information on our behalf.

1. Notify affected individuals as soon as practicable, and in any event within 30 days of confirming the eligible breach;
2. Simultaneously notify the Office of the Australian Information Commissioner (OAIC);
3. Provide affected individuals with a description of the breach, the type of information involved, and the steps we recommend they take; and
4. Publish a notification on www.viaclara.com.au for a minimum of 12 months.

1. Practitioner profile data (for users on Pro and Business Builder Plans) is made available via an API to third-party AI systems, enabling practitioners to appear in AI-assisted searches conducted by families. The API exposes a fixed set of fields determined by ViaClara - sensitive information such as email, phone number, and exact location is excluded by design. This API does not require authentication and may be accessed by any third-party AI system, including systems not affiliated with, vetted, or controlled by ViaClara. ViaClara does not control how a third-party AI system uses, presents, or stores data obtained from the API.
2. API request logs are used for platform administration and security, including an admin dashboard that shows aggregate AI agent traffic (total requests, most searched professions, most frequently surfaced practitioners). ViaClara does not currently generate individual search-pattern profiles from this data as a matter of practice. Access to the underlying logs and the aggregate AI-agent-traffic dashboard is restricted to the platform's most senior administrative tier; a lower-privilege support-admin tier used for routine platform administration is automatically excluded from this dataset. Any access additionally requires a valid multi-factor authentication check, verified fresh at the time of access rather than relied upon from an earlier login. Every view of this data is itself logged (who accessed it and when), for accountability and audit purposes. See our Data Retention Schedule for how long both the underlying request-log data and this access log are retained.
3. AI visibility analytics (Business Builder Plan - Phase 2) will provide individual practitioners with data about how often their profiles were retrieved or appeared in AI-assisted search results.

1. Organisation: MAME Creative Pty Ltd (trading as ViaClara)
2. Email: privacy@viaclara.com.au
3. Postal address: PO Box 85, Berowra Heights NSW 2082
4. Response time: we will acknowledge your enquiry within 5 business days and respond in full within 30 days.