Privacy Policy

1. Introduction

HelpingHandsAU Pty Ltd ("we", "our", "us") operates the HelpingHandsAU marketplace platform and is committed to protecting your personal information and your right to privacy. This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our platform, website, and mobile application.

This policy is governed by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) contained in Schedule 1 of the Act.

2. Information We Collect

2.1 Information You Provide

• Name, email address, phone number, and residential address
• Government-issued identity documents (for provider verification)
• Payment information — processed securely via Stripe; we do not store card details
• Profile photographs and biographical information
• Professional qualifications, licences, and trade certifications (providers)
• Task descriptions, bids, and related communications

2.2 Information Collected Automatically

• Device information (type, operating system, unique identifiers)
• Usage data (pages visited, features used, time spent)
• Approximate location data to match customers with nearby providers (with consent)
• IP address and network information
• Cookies and similar tracking technologies (Cookie Policy)

2.3 AI-Assisted Monitoring Disclosure

We use artificial intelligence and machine learning systems to monitor platform activity for fraud detection, safety monitoring, and service quality assurance. These systems analyse patterns in transactions, messaging, and behaviour to identify potential risks. You have the right to request human review of any automated decision that significantly affects you.

3. How We Use Your Information

• To provide, operate, and improve the HelpingHandsAU platform
• To verify provider identity and eligibility (ABN, licences, background checks)
• To process payments and manage escrow funds via Stripe
• To facilitate messaging between task posters and providers
• To provide customer support and resolve disputes
• To send service notifications, bid alerts, and task updates
• To comply with legal obligations and regulatory requirements
• To conduct safety monitoring and investigate incidents
• To improve AI and machine learning models (using anonymised data only)

4. Escrow & Payment Data

All payments are processed by Stripe, Inc., a PCI-DSS Level 1 certified payment processor. Escrow funds are held until task completion is confirmed by the customer. We retain records of transaction amounts, dates, and parties for 7 years as required by Australian tax law, but do not store full card details.

5. Disclosure of Your Information

We may disclose your personal information to:

• Other platform users as necessary to facilitate services (e.g., name and rating shared with matched providers)
• Stripe Inc. for payment processing (subject to Stripe's Privacy Policy)
• Identity verification service providers
• Law enforcement agencies where required by law or court order
• Regulatory authorities in connection with our legal obligations
• Cloud infrastructure providers (data stored in Australia where possible)

We do not sell your personal information to third parties.

6. Data Security

We implement industry-standard security measures including AES-256 encryption at rest, TLS 1.3 encryption in transit, multi-factor authentication for administrative access, regular security audits, and a coordinated vulnerability disclosure program. Despite these measures, no method of transmission over the internet is 100% secure.

7. Your Rights Under Australian Privacy Law

Under the Privacy Act 1988, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or out-of-date information
• Request deletion of your data (subject to legal retention requirements)
• Opt out of direct marketing communications
• Complain about a breach of your privacy rights
• Request human review of automated decisions that affect you

To exercise these rights, contact our Privacy Officer at admin@helpinghandsau.com

8. Data Retention

We retain personal information for as long as necessary to provide services and comply with legal obligations. Transaction records are retained for 7 years as required by Australian tax law. Identity verification records are retained for 3 years following account closure. You may request deletion of other data at any time.

9. Complaints

If you believe we have breached the Australian Privacy Principles, contact us first at admin@helpinghandsau.com. If unsatisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) under the Privacy Act 1988 (Cth). Current OAIC complaint procedures and contact details are published in Commonwealth regulatory materials.

10. Contact

Privacy Officer, HelpingHandsAU Pty Ltd
Email: admin@helpinghandsau.com
Queensland, Australia