Privacy & your information.

Information used for your support

I collect information needed to understand the young person, provide safe support, keep accurate records and manage appointments and accounts. This can include contact and emergency details, authority to make decisions, support needs, relevant health information, plans, consent, session observations and incident records.

Information usually comes from you and your young person, or from an authorised family member, referrer or professional involved in support. I explain why it is needed and what may happen if important information is unavailable. We do not need an entire report or plan when a relevant extract will do.

Participant records are managed in Zanda. Internal incident records have controlled access and are not automatically shared through the client portal. Please arrange sensitive document sharing with me; do not submit incident reports through the public enquiry form.

Young people, consent and sharing

Your young person’s views and understanding matter. I explain privacy choices in a way they can use and check who has authority for each decision. Being a parent, payer or coordinator does not automatically give someone access to every part of a record.

Information is shared for the agreed support purpose, with appropriate consent or another lawful basis. I check the recipient and share what is relevant. A plan manager generally needs billing information, rather than a full incident narrative.

You can ask about a proposed disclosure or withdraw permission for future sharing that relies on your consent. Optional photography, publicity and marketing permissions are separate from support. Some information must still be retained or shared to meet legal duties or respond to serious safety concerns. I cannot promise absolute secrecy.

Your enquiry

The enquiry form collects your first name, email address, enquiry type, location and short introduction. Last name and phone number are optional. If you contact Alex by phone or email, your contact details and the information you choose to share are used to respond.

Website enquiries are stored in Wix Forms and linked to a contact record. Convi uses them to discuss suitability and availability, acknowledge your enquiry, keep track of follow-up and arrange an introduction. Wix also processes technical information needed to deliver the website, protect it and assess spam.

You can browse without making an enquiry. If you leave out required contact information, the form cannot be submitted and Alex may not be able to reply. You can call instead if you prefer.

The services we use

Wix

Hosts this website and manages enquiry submissions, contact details, follow-up tasks and acknowledgement emails. Optional website analytics depends on your cookie choice. Wix privacy policy.

Zanda

Manages established-client records, forms, appointments and accounts. Opening the client portal takes you to a separate Zanda website with its own cookies and privacy information. This website’s enquiry form does not automatically create a Zanda client profile. Zanda privacy policy.

Google

Google Analytics measures website use after you allow optional analytics. Google Fonts supplies the site’s typefaces separately; loading fonts sends technical connection information, including your IP address, to Google even when analytics is off. Google privacy policy and Google Fonts privacy information.

Email & phone

Direct correspondence is handled through Convi’s email and phone services. Email is managed using Apple Mail and iCloud; Wix sends the website’s automated acknowledgement. Please arrange sensitive document sharing with Alex first. Apple privacy information.

Mailchimp

Mailchimp is connected to Wix for contact and marketing administration. Contact details and subscription preferences may be processed through this connection. Syncing a contact is not permission to send marketing: marketing requires a separate optional choice and an unsubscribe route. Incident reports and health records must not be sent to Mailchimp. Mailchimp privacy information.

Information is handled by Convi and the service providers needed for these purposes. Any further sharing to arrange support is discussed with you, unless disclosure is required or permitted by law.

Cookies & your choices

You can browse without an automatic cookie popup. Optional analytics stays off unless you enable it using Cookie settings in the footer. Australia does not require every website to display a cookie consent banner.

Cookies and browser storage help a website remember information between visits. You can choose Essential only and still browse, enquire and open the client portal.

• Essential: support website delivery, security, the enquiry form and remembering your cookie choice.
• Optional analytics: help Wix and Google measure visits and actions such as enquiry-button clicks, phone-link clicks, form outcomes, reading depth and time engaged. They may include browser identifiers, device information and usage information.
• Advertising: the website’s consent settings keep advertising cookies off. Google advertising personalisation and Google Signals are disabled.

Convi’s custom analytics events do not include your name, email, phone number or enquiry answers. The Google page addresses sent by this website omit query strings and fragments. Analytics is a measure of website activity, not a client record.

Your choice is remembered on this browser for up to 180 days. The Google Analytics identifiers set by this site are also configured for up to 180 days. Browser settings may shorten these periods. A different browser, device or cleared browser storage starts with optional analytics off until you choose to enable it.

You can change your choice using Cookie settings in any page’s footer. Withdrawing permission stops this site’s optional analytics and removes its Google Analytics cookies; it does not automatically erase information already received by a provider. Browser privacy signals such as Do Not Track and Global Privacy Control keep optional analytics off.

Storage & overseas processing

Enquiry records are stored in Wix and correspondence may also be held in Convi’s email service. Established-client records are managed through Zanda. Zanda publishes Australian data residency and overseas-access information. Cloud hosting and authorised support access are different things; using an Australian service does not mean every provider involved processes information only in Australia.

Wix identifies data centres in the United States and Ireland, with group companies and processors in other countries, including its base in Israel. Google, Apple and Mailchimp also operate internationally, including processing in the United States. Provider privacy information linked above describes their arrangements; a provider’s location is not a promise that every copy of your information stays in one country.

This website uses an encrypted HTTPS connection. No online service can guarantee absolute security. Please contact Alex if you think information has been sent to the wrong place or accessed without authority.

General enquiries that do not lead to support are reviewed after 12 months without meaningful contact. Information is removed or de-identified when no longer needed and no legal or safeguarding reason requires retention. Client health records generally need to be kept beyond seven years after the last service and, for information collected in childhood, until at least age 25, whichever is later. Incident, safeguarding and legal matters may require longer periods. Deletion is assessed rather than automatic; cookie expiry is not a record-deletion deadline.

Access, corrections & deletion

You can ask Alex what personal information Convi holds about you, request access or a correction, or ask for information to be deleted. Email alex@convi.au or call 0444 560 189. Please identify the request without attaching identity documents or sensitive reports in your first message.

Alex may need to verify your identity or authority, particularly for a child’s information, before providing access or making changes. If a request cannot be fully met because of record-keeping requirements or another person’s privacy, Alex will explain the reason and the available next steps. You can also ask for this notice in another format or have it explained by phone.

I aim to acknowledge requests within two business days and respond within 30 calendar days. Relevant Victorian health-record requests must be handled within the applicable 45-day limit. Routine electronic copies and corrections are free under Convi’s policy. Internal-only record status does not remove lawful access rights.

Questions & concerns

If you have a privacy concern, contact Alex using the details above and explain what happened and the outcome you are seeking. I aim to acknowledge a privacy complaint within two business days and respond within 30 calendar days, explaining any delay and the next step. A concern about my conduct can be raised externally; impartial assistance will be arranged where needed.

If the concern remains unresolved, you can seek guidance about your options from the Office of the Australian Information Commissioner. For concerns about handling health information in Victoria, you can also contact the Health Complaints Commissioner. OAIC generally expects you to complain to the organisation first and allow 30 days for a response. Each body can explain its role and your options.

If information goes to the wrong place

Please tell me promptly if a record appears to be missing, sent to the wrong person or accessed without authority. I will act to contain the problem, assess the risk, arrange appropriate help and record what needs to change.

Where a breach meets the legal notification threshold, affected people and the Office of the Australian Information Commissioner are notified as soon as practicable. I will explain practical protective steps in an accessible and safe way. See also Convi’s incident response.

Keeping this notice current

This page will be updated when Convi’s information handling changes. The date at the top identifies the current notice. If you are unsure how a change affects your information, please ask Alex.