Privacy Policy

Last updated: 16 May 2026

1. Who We Are

Soft launch notice: Guide Assist is currently in a soft-launch testing phase. Features, processes, and documents may be updated as the platform develops.

Guide Assist (ABN 70426075664) (we, us, our) operates the Guide Assist independent digital discovery and connection platform, including general informational tools, digital search, communication tools, and optional AI-assisted informational features.

We respect your privacy and are committed to handling personal information in a safe, transparent, and lawful way.

2. What This Privacy Policy Covers

This Privacy Policy explains:

what information we collect
how we collect and use it
who we may disclose it to
how we store and protect it
your choices and rights

3. Information We Collect

a) Information you provide directly

We may collect information that you choose to provide, such as:

questions or messages you type into chat features
details you enter into forms (for example, enquiry or intake forms)
your name, email address, or phone number if you share them with us
if you submit provider listing or onboarding information: business particulars you voluntarily supply — such as Australian Business Number (ABN), and claimed NDIS registration-related details where applicable

b) Information collected automatically

When you use the platform, some information may be collected automatically, such as:

IP address and general location (for example, city or region)
device type, browser type, and operating system
pages visited and actions taken on the site
date, time, and duration of your visit

c) Voice input (if you use the microphone)

If you choose to use voice input, your speech is converted into text so the system can respond. Audio is handled only for this purpose and is not intended to be stored long term.

d) Sensitive personal and financial information

We generally do not ask users to provide highly sensitive personal identifiers or financial details through chat features or general enquiries unless specifically required for a relevant participant or provider form.

Examples may include:

Medicare number
Tax File Number
Centrelink Customer Reference Number
credit card or bank account details

If a specific participant or provider form requests certain identification or registration-related information (including NDIS-related information where applicable), please only provide the information specifically requested and avoid entering unnecessary sensitive information into chat features.

4. How We Use Your Information

We may use the information we collect to:

provide, operate, secure, and improve the Guide Assist platform
help answer questions using general informational tools (including optional AI-assisted features)
understand common user needs and improve our resources
respond to enquiries or feedback you send us
where you use user-initiated contact tools, facilitate transmission of your enquiry to the provider you selected
maintain the security and performance of the platform
where you request provider listing or submit provider onboarding information: publish and administer listings using information you voluntarily provide, and undertake limited administrative checks that may include comparing NDIS registration-related particulars you supply against publicly published NDIS Commission provider register information available at or around listing — as further described in our Provider Terms (this is not certification, endorsement, suitability assessment, holistic compliance assurance, ongoing monitoring, or guarantee of continued accuracy)

Provider-submitted listing information, including registration-related status information derived from publicly sourced listing administration checks where applicable, may be displayed publicly as part of active provider listings when we publish listings in our directory interface.

We do not sell your personal information. We only use it in ways that are consistent with this Privacy Policy and applicable laws.

Where you choose to submit an enquiry or contact form intended for a specific provider, your information may be disclosed to that provider so they can respond. Guide Assist does not select providers for you; disclosure is based on your choice of recipient.

Guide Assist does not endorse, recommend, or guarantee any provider listed on the platform.

5. Use of AI and Automated Responses

Guide Assist may use artificial intelligence (AI) to generate automated informational content based on your questions and reference information provided to the system. AI-generated content is automated informational content only and may be incomplete, inaccurate, outdated, inappropriate, or unsuitable for your circumstances.

responses may be incomplete, incorrect, or out of date
not all NDIS rules or changes may be reflected immediately
responses are general in nature and not personal advice

You should verify important information using official NDIS/NDIA resources and, where appropriate, qualified professionals.

Translated communications and content: Where the platform displays translated chat messages, interface text, or other communications for accessibility or convenience, those translations are automated and may be inaccurate or incomplete. English is the primary reference version if any interpretation differs. You should verify important information using official NDIA and NDIS sources and our Disclaimer & Safety Notice and User Terms, which describe translation limitations and your responsibility to verify material information independently.

6. Cookies and Analytics

The platform may use cookies or similar technologies to support basic functions and to understand how the site is used.

If analytics tools are used, they may collect anonymised or aggregated information about how visitors interact with the site.

7. Third-Party Services

We may use third-party services that help us operate the platform and features, for example:

AI services to generate automated informational responses
hosting providers
form and data tools (for example, Google Forms, Google Sheets, email, or similar services)

Information submitted through forms may be stored and processed using third-party platforms used to operate the platform.

These services may process data under their own privacy policies. We aim to work with providers that handle information securely.

8. Data Storage and Security

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

However, no online system can be guaranteed to be completely secure. You use the platform at your own risk.

9. Children and Supported Decision-Making

Guide Assist may be used by people of different ages, including children, families, and carers. If you are supporting someone with communication or decision-making, please use your judgment about what information is appropriate to share.

We do not knowingly collect personal information directly from children without the involvement of a parent, guardian, or responsible adult.

10. Not Medical, Legal, or Financial Advice

Information provided through the platform is general in nature. It is not medical, clinical, legal, financial, crisis, or therapeutic advice.

You should seek independent advice from qualified professionals before making decisions about your health, finances, legal matters, or NDIS plan.

11. Your Choices and Rights

Depending on applicable laws, you may have rights such as:

requesting access to personal information we hold about you
asking us to correct information that is inaccurate
asking us to delete certain information where appropriate

To make a request, please contact us using the details in Section 13.

12. Retention of Information

We keep information only for as long as is reasonably necessary for the purposes set out in this Privacy Policy, or as required by law. Information that is no longer needed may be de-identified or securely deleted.

13. Contact Us

If you have questions, concerns, or requests about this Privacy Policy or how your information is handled, please contact:

Guide Assist
ABN 70426075664
Email: support@guideassist.com.au
Website: guideassist.com.au

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated “Last updated” date.

Back to Home