Privacy Policy
Last updated July 2026
ORCAA respects your privacy and handles personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what we collect and why.
What we collect
For families: your name, email, phone (optional) and enquiry message when you contact a provider. For providers: business details, contact information, and verification data (e.g. professional registration number, ABN). We also collect basic analytics about how the Service is used.
How we use it
To operate the directory, deliver your enquiries to the providers you choose, verify provider identity and credentials, process provider subscriptions, and improve the Service. We do not sell your personal information.
When we share it
When you submit an enquiry, we share your details with the specific provider you selected so they can respond. We use trusted service providers (for example, hosting, email delivery and payment processing) who handle data on our behalf under contract. We may disclose information where required by law.
Payments
Card payments are processed by our payment provider (Stripe). We do not store full card numbers on our systems; the card is tokenised in your browser and only a token is transmitted.
Government-sourced listings
Some provider listings are compiled from public Australian Government registers. These describe organisations, not individuals, and are published in the public interest to help families find care.
Chat assistant conversations
When you use the chat assistant on this site, we record the conversation — the messages you send and the answers we give — so we can check the assistant is answering correctly, improve it, and follow up if you ask to speak with a person. We do not record your IP address or device details. Conversations are deleted after 90 days, unless you asked us to contact you, in which case the conversation is kept with your enquiry so we can help you. Please don’t type sensitive personal or health details into the chat — it isn’t a secure channel, and you never need to share them to use ORCAA. Your message is also processed by our AI provider to generate a reply. You can ask us to delete your conversation at any time using the contact details below.
Telling us what care you need
When a search doesn’t find what you need, we invite you to describe your situation in your own words, and we ask one follow-up question. We keep what you write, together with the search that didn’t work, so we know which services are missing and where — and so we can go and find providers to fill that gap. Because we are asking you about care, what you write may include health information about you or about someone you look after; we treat that as sensitive information, and by sending it you consent to us collecting it for this purpose. Please only share what you’re comfortable sharing — a general description is genuinely enough, and you never have to name anyone. Giving an email address is optional: your story is useful to us whether or not you leave one, and we only use an address you provide to follow up with you about your request. We do not record your IP address or device details, we do not sell or share this information with providers, and we delete these records after 90 days unless you have asked us to contact you. You can ask us to delete yours sooner using the contact details below.
Storage and security
We take reasonable steps to protect personal information from misuse, loss and unauthorised access. Data is stored on secure cloud infrastructure. No system is perfectly secure, and we cannot guarantee absolute security.
Your rights
You may request access to, or correction of, the personal information we hold about you, and you may ask us to delete it. Contact us using the details below. You may also complain to the Office of the Australian Information Commissioner (OAIC).
Contact
Privacy enquiries: hello@orcaa.app.
This is a general template and not legal advice. Have it reviewed by a qualified Australian legal practitioner before relying on it.