Privacy Policy

1. About Peer Support Hub

Peer Support Hub provides access to non-clinical, lived experience peer support by telehealth. Peer Support Hub is operated in Australia.

In this policy, “Peer Support Hub”, “we”, “us” and “our” refers to Peer Support Hub. “You” refers to clients, participants, website visitors, peer workers, applicants, referrers and other people who interact with our services.

2. Personal information we collect

We collect personal information that is reasonably necessary for us to provide, manage and improve our services. This may include:

• your name, email address, phone number and contact details
• booking details, appointment times and service preferences
• payment and invoice information
• information you provide when booking a peer support session
• information you provide through contact forms, application forms or email enquiries
• basic support needs, preferences, goals or reasons for seeking peer support
• notes or records related to service delivery, where relevant
• technical information such as website usage, device information and cookies

3. Sensitive information and health information

Because Peer Support Hub provides support related to wellbeing, mental health, alcohol and other drug concerns, recovery, service navigation and life challenges, some information you provide may be sensitive information or health information.

This may include information about your mental health, recovery, alcohol and other drug history, disability, support needs, lived experience, service use, or other personal circumstances.

We only collect sensitive information where it is reasonably necessary for our services, where you provide it to us, or where we are otherwise permitted or required by law to collect it.

4. How we collect information

We may collect personal information when you:

• visit our website
• make an online booking
• complete an intake, enquiry or application form
• attend a peer support session
• contact us by email, phone or online form
• apply to work with Peer Support Hub
• make a payment or request an invoice or receipt

We may also collect information from referrers, support coordinators, plan managers, family members, carers or other services where you have authorised them to contact us or where it is otherwise appropriate and lawful.

5. Why we collect, use and disclose personal information

We use personal information to:

• respond to enquiries
• manage online bookings and appointments
• provide telehealth peer support sessions
• send confirmations, reminders and service updates
• process payments, invoices and receipts
• communicate with you about your booking or support needs
• manage peer worker applications and onboarding
• maintain appropriate service records
• improve our website, systems and services
• meet legal, insurance, audit, tax and reporting obligations

6. Booking, payment and telehealth platforms

Peer Support Hub uses third-party platforms to help deliver our services. These may include:

• Splose for bookings, appointment management, client records and administration
• Stripe for secure online payments
• Google Meet for video sessions where selected
• Google Workspace or email systems for communication
• WordPress and related website tools for website hosting, forms and analytics

These providers may collect and process information as part of providing services to us. We take reasonable steps to use reputable providers and to limit information shared with them to what is necessary for the relevant purpose.

7. Payment information

Payments are processed securely through Stripe or another payment provider connected to our booking system. Peer Support Hub does not store full credit card details on our own website.

Payment providers may collect and process payment information in accordance with their own privacy and security policies.

8. Telehealth sessions

Sessions may be delivered by phone or video, depending on the service selected at booking. If you book a video session, a video meeting link may be generated and sent to you as part of your appointment confirmation or reminder.

You are responsible for choosing a private and safe location for your telehealth session. Please avoid sharing sensitive information if you are in a public place or somewhere you may be overheard.

9. Peer worker applicants

If you apply to work with Peer Support Hub, we may collect information about your name, contact details, lived experience peer support background, training, qualifications, checks, availability, areas of interest, work history and supporting documents.

We use this information to assess suitability, communicate with you, manage onboarding and maintain records relating to your application.

10. When we may share information

We may share personal information where reasonably necessary with:

• peer workers involved in providing your support
• booking, payment, email, website and telehealth service providers
• administrative, accounting, legal, insurance or professional advisers
• plan managers, support coordinators or referrers where you have requested or authorised this
• regulators, courts, government agencies or law enforcement where required or permitted by law

We may also disclose information if we reasonably believe it is necessary to lessen or prevent a serious threat to life, health or safety, or where required or authorised by law.

11. Cookies, analytics and website information

Our website may use cookies, analytics tools or similar technologies to understand website use, improve functionality, monitor performance and support security.

You can usually manage cookies through your browser settings. Disabling cookies may affect some website functionality.

12. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Security measures may include password-protected systems, restricted access, secure third-party platforms, staff and peer worker confidentiality expectations, and reasonable administrative and technical safeguards.

No online system can be guaranteed to be completely secure. If you believe your information has been accessed or disclosed without authorisation, please contact us as soon as possible.

13. Data breaches

If we become aware of a data breach, we will take reasonable steps to contain, assess and respond to it. Where required by law, we will notify affected individuals and the Office of the Australian Information Commissioner.

14. Accessing or correcting your information

You may request access to the personal information we hold about you. You may also ask us to correct information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

To request access or correction, please contact us using the details below. We may need to verify your identity before responding.

15. Retention of information

We keep personal information for as long as reasonably necessary for the purposes described in this policy, including service delivery, legal, insurance, tax, accounting, professional and administrative requirements.

When information is no longer required, we will take reasonable steps to securely destroy or de-identify it, unless we are required or permitted to retain it.

16. Overseas disclosure

Some of the third-party platforms we use may store or process information using servers or service providers located outside Australia. By using our services, you acknowledge that your information may be processed by these providers in accordance with their privacy and security arrangements.

17. Complaints

If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve the issue.

We will aim to respond to privacy complaints within a reasonable time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

18. Changes to this policy

We may update this Privacy Policy from time to time. The updated version will be published on this page with the revised date.