Privacy Policy

1. What this policy covers

This policy covers information collected through this website and its enquiry and referral forms. Shared Support Journey may collect other information when providing disability support services. Those broader participant-record processes are handled through the organisation's separate service and privacy procedures.

2. Information the website collects

Depending on the form you use, the website may collect:

• your first and last name;
• your organisation, if you are making a professional referral enquiry;
• your email address and phone number;
• the general service you are interested in; and
• an optional short message.

The website is deliberately not designed to collect diagnoses, medical history, detailed support needs, NDIS plan information, participant documents or file attachments.

3. Why we collect it

We use the details you enter only to receive your enquiry, reply to you, understand which general service you are asking about and protect the form from spam or misuse. Website enquiry details are not collected for unrelated marketing.

4. How an online form is handled

1. Your browser sends the form securely to a separate Cloudflare service.
2. The service checks that the form is valid and rejects obvious misuse.
3. SMTP2GO converts the enquiry into an email notification.
4. The notification is delivered to an authorised Shared Support Journey enquiry inbox so the team can respond.

The SMTP2GO API key is kept as a private Cloudflare secret and is not included in the public website. The form service is designed not to write form contents, email addresses or provider responses to its application logs.

5. Who may process or receive the information

Website enquiry information may be processed by:

• Shared Support Journey and authorised people responding to the enquiry;
• the website hosting provider and ProsperITy, which manage website delivery;
• Cloudflare, which operates the separate form service;
• SMTP2GO, which sends the email notification; and
• the email provider used for the authorised enquiry inbox.

Google separately processes optional website analytics after you accept it. We do not send your enquiry details to Google Analytics.

We may also disclose information if required or authorised by Australian law, or where necessary to address a serious threat to life, health or safety. We do not sell website enquiry information.

6. Processing outside Australia

Cloudflare, SMTP2GO, Google and the relevant email provider operate internationally. Website and email information may therefore be processed or stored outside Australia in countries where these services and their approved providers operate.

We review the services used for the website and update this policy if those arrangements materially change.

7. Security and retention

The website uses encrypted HTTPS connections. Access to website enquiry emails is limited to people authorised to respond, and account security controls such as strong passwords and multi-factor authentication are used where available.

We keep website enquiry information only for as long as it is reasonably needed to respond, manage the enquiry and meet applicable legal or record-keeping obligations. When it is no longer required, we take reasonable steps to delete or de-identify it.

8. Technical information, cookies and analytics

The hosting and form providers process ordinary technical information, such as an IP address, browser information and request timing, to deliver and protect the website.

The form system uses a one-way hash derived from an IP address to count repeated submissions. This short-lived record expires ten minutes after the last counted attempt. It does not store the form message in that rate-limit record.

Optional Google Analytics

We use Google Tag Manager to load the approved Google Analytics setup after you accept analytics. It does not load advertising pixels or session recordings.

When analytics is available, we ask before loading Google Analytics or storing its cookies. If you accept, it measures broad page groups, approved traffic sources, public contact-link clicks and enquiries accepted by the form service. A link click does not mean a call or email occurred. Form acceptance does not prove that an email reached the inbox.

We do not send form contents, names, email addresses, phone numbers, selected services, participant details, raw query strings or detailed service-page names to Analytics. Google receives technical information needed to process requests, including your IP address, browser information and a cookie-based identifier. This is not anonymous browsing. We do not enable advertising features, Google Signals, user-provided data collection or automatic form tracking.

We use these reports to understand visits and improve the website and our public social-media links. Google processes analytics information on our behalf, including outside Australia. Read how Google uses information from sites that use its services.

You can reject analytics and still use the entire website, including its forms. Use Analytics choices in the footer to change your choice. Withdrawal stops future collection and removes Analytics cookies from this browser. It does not delete data already sent to Google. We remember your choice for up to 180 days on this browser. Analytics cookies also expire within 180 days without extending their lifetime on each visit.

Our Google configuration limits event and user-level retention to two months, without renewal on new activity. Aggregated reports are not subject to that same retention setting. If no analytics choice is offered, optional collection is not active.

9. Accessing or correcting your information

You may ask whether Shared Support Journey holds website enquiry information about you, request access to it or ask for a correction. Contact us using the details below. We may need to confirm your identity before providing or changing personal information.

10. Privacy questions and complaints

Contact Shared Support Journey first and explain your concern. Ask for the person responsible for privacy enquiries. We will acknowledge the concern and explain the next steps.

If you are not satisfied with the response, you may contact the Office of the Australian Information Commissioner (opens in a new tab).

11. Changes to this policy

We will update this page when the website's forms, recipients, service providers, analytics, retention arrangements or privacy practices change. The date at the top will show when the policy was last updated.