Privacy Policy

Who this policy applies to

This policy covers Effica's website, web platform, mobile apps, sales and support interactions. An NDIS provider normally decides why and how information in its Effica workspace is used. Effica processes that workspace information to provide the service and follow the provider's authorised instructions. Effica separately manages information needed for its own accounts, security, billing, sales, support, and legal obligations.

Effica is independent provider-management software for provider operations. It is not the NDIA or the NDIS Quality and Safeguards Commission, is not NDIS approved or endorsed by either agency, and is not a participant-provider marketplace. Effica may process claim and billing records for a provider, but does not hold or process NDIS plan funds as an intermediary. The customer provider remains responsible for its participant relationships, services, authorisations, regulatory and claim decisions, and submissions.

If a provider manages your record, contact that provider first where practical. We will assist the provider and will respond directly where Effica is responsible for the request.

Participant information consent

A provider can use Effica to explain and record how a participant's information will be collected, stored, used, and shared. The signed form shows each purpose separately, who made the decision, the date, and the retained consent evidence.

Optional purposes are not bundled into the general acknowledgement. They include photo and media use, information sharing where a separate choice is needed, and AI-assisted record processing. A participant or authorised decision-maker may decline an optional purpose without affecting supports and may later withdraw or update it through the provider.

Effica users can review the current choices and signed evidence in the participant profile under Records & compliance, and during referral or intake. The provider remains responsible for explaining the purposes in an accessible way and confirming that the person giving consent has authority to do so.

Information we handle

Accounts and provider administration

Names, contact details, organisation and role details, login and authentication records, permissions, support requests, subscription and billing details, and security or audit events.

Participant and family information

Identity and contact details, NDIS and plan information, support needs, health or disability information, goals, preferences, schedules, service records, notes, incidents, complaints, consents, messages, documents, photos, audio, signatures, and family, nominee, guardian, or other representative details supplied to a provider.

Worker and workforce information

Identity and contact details, employment and role information, availability, qualifications, screening and training records, rosters, timesheets, payroll-related details, shift evidence, messages, and location used for enabled shift workflows.

Technical and usage information

Device, browser, IP address, time zone, session, diagnostic, performance, security, navigation, and feature-use information. Effica may use sanitised route and performance data to monitor website and application reliability. On Effica's public marketing domains, Google Analytics and Storylane analytics may receive page, referrer, marketing-cookie, form-attribution, and interactive-demo engagement information, and the Meta Pixel may receive page-visit information, unless a visitor declines analytics.

Integrations and enquiries

Information exchanged through integrations a provider enables, including Xero or Employment Hero payroll records, connected Google or Microsoft 365 mail and calendars, and encrypted connection credentials while connected. Contact and demo forms use HubSpot, and Google reCAPTCHA checks those forms for spam. Interactive-demo lead attribution may use Storylane after the visitor's analytics choice. Provider subscription checkout, event tickets and payments use Stripe. Effica does not receive full payment-card details entered directly into Stripe Checkout.

Connected Gmail and Google Calendar

Where this connection is available, you may choose to connect your own Google account. Effica then uses the permissions you grant to identify that account, show and organise Gmail messages and labels, create drafts and send messages you approve, show your calendars, check availability, and create, change, or cancel events at your request. Effica accesses the connected information only to provide and secure these features for you.

Mail and calendar views load messages and events directly from Google. Effica does not keep a separate history of your Gmail messages or Google Calendar events for those views. While connected, Effica keeps encrypted access credentials, basic account, label and calendar details, your preferences, and limited records of actions you ask Effica to perform. A draft or event change you submit may remain in an action record after it is processed, subject to our retention processes. Our Australian application and database services process this information, and Google receives the actions you choose. Our platform suppliers process information needed to operate the service. Human access to connected content is limited to specific support with your explicit agreement, security needs, or legal obligations.

Effica's use of information received from Google APIs follows the Google Workspace user data policy, including its Limited Use requirements. We do not sell that information, use it for advertising, or use it to train or improve an AI model. Connected Gmail and Calendar content is not automatically sent to Effica's AI drafting tool. If you choose to enter text into a separate AI feature, the AI processing described below applies to what you submit.

Disconnecting Google in Effica removes that connection's active access credentials, saved preferences, action records and any remaining local mail or calendar copies. It does not delete messages or events in Google or revoke the Google grant to Effica. You can remove that grant in your Google Account connections; doing so may affect other Effica connections to the same Google account. A disconnected connection record, security and audit records, and protected recovery copies may remain under our retention and backup processes; disconnecting does not immediately erase backups. See our Privacy and Data Requests page for help.

Connected Microsoft 365 mail and calendar

You may choose to connect your own Microsoft 365 account. Effica then uses the permissions you grant to show and organise your Outlook mail and calendars, check availability, and create drafts, send messages or change events only when you ask.

Unlike Google, Microsoft 365 views use a short-lived working copy that Effica keeps encrypted in Australia: about the last 30 days of message details, messages you opened (for up to 7 days), calendar events from 30 days ago to a year ahead, and records of actions you asked for. Effica also registers change notifications with Microsoft so your view stays current. Effica stores your access credentials encrypted.

Your mail and calendar content is never sent to AI automatically and is never used to train AI models. Disconnecting Microsoft 365 in Effica deletes the stored credentials, working copies, preferences and action records. It does not delete anything in Microsoft 365. You can remove Effica's access in Microsoft My Apps.

How we collect and use information

We receive information from providers, authorised users, participants and representatives, devices, connected services, and people who contact us. We use it to:

• provide, secure, support, and improve Effica;
• manage participants, workers, rosters, records, billing, compliance workflows, and authorised communications;
• operate customer-selected integrations and AI-enabled workflows;
• administer accounts, subscriptions, service notices, and support;
• detect misuse, investigate incidents, keep audit evidence, and meet legal obligations; and
• respond to enquiries and send marketing that recipients can opt out of.

We do not sell personal information, use tenant operational records for third-party advertising, or use mobile-app information for cross-app tracking. On effica.com.au only, we use the Meta Pixel to measure our advertising. It is on by default, and you can turn it off at any time in Privacy choices. When it runs, Meta receives the page you visited, your browser details, your IP address and Meta's own cookies. Meta may link this to a Facebook or Instagram account and handles it under its own privacy policy, which can include processing in the United States. The pixel never receives data from inside the Effica app. Essential storage, hosting logs, and sanitised performance measurement remain in use. Google Analytics and Storylane analytics run on the public marketing pages by default, and a visitor can decline them at any time.

Marketing analytics and privacy choices

Google Analytics, Storylane analytics and the Meta Pixel are limited to Effica's public marketing domains and are not loaded on the authenticated application or development application domains. Google Analytics measures website visits and engagement, and Storylane helps Effica connect interactive-demo engagement with known sales enquiries in HubSpot. The Meta Pixel records page visits so Effica can measure its advertising. These trackers do not receive participant, worker, NDIS, clinical, roster, payroll, bank, document, care-note, or incident records.

Analytics is on by default. Visitors can select Decline in the notice, or later using the Privacy choices button. The choice is stored in the browser. Declining triggers a clean reload so the Google Analytics, Storylane and Meta Pixel trackers are no longer active.

Mobile permissions and location

With device permission, the mobile app may use the camera, photo library, microphone, notifications, and location for role-based workflows. Participant and family portals do not use location for ordinary schedules, messages, or support access.

Support-worker location is used for shift attendance, geofence, arrival clock-in, map, or worker-safety workflows. Background location is off by default and is limited to provider-enabled, worker-consented active-shift tracking or arrival detection. Active tracking stops at clock-out. Arrival detection watches the boundary around the next rostered location rather than recording movement, and stops at arrival, clock-in, sign-out, or when the worker turns it off.

Mobile alerts use Expo and Apple or Google push services. Effica sends only a device push token, a generic alert, an opaque notification ID, and delivery metadata. Push payloads do not include names, care details, locations, links, or record types. Notification details load inside Effica only after authentication and tenant checks.

Sharing and sub-processors

Information may be available to the provider that controls the workspace, authorised users within that workspace, Effica personnel who need it for their role, and suppliers used to deliver the service. It may also be shared with customer-selected integrations, professional advisers, regulators, law-enforcement bodies, or other recipients where authorised or required by law.

Our Sub-processors page identifies the main platform suppliers, purposes, and processing boundaries. We assess suppliers and use contractual, access-control, minimisation, and security safeguards appropriate to the service. Supplier certifications apply to the supplier's scope and are not certifications inherited by Effica or its customers.

Australian storage and overseas processing

Effica's core operational records are hosted in Australia. The primary database, authentication, file storage, and dynamic application compute are configured in Sydney. A live standby copy of the database and services, and hourly copies of our encrypted backups, are kept in Melbourne.

This is not a claim that every activity remains in Australia. The United States is the main disclosed overseas location. Email, push notifications, maps, support, payments, website enquiries, background processing, and AI services may also use global Apple, Google, support, or delivery networks. Public and static content may be delivered globally. The current providers and the most specific processing boundaries they publish are linked from our Sub-processors page. Customer-selected integrations may use the locations stated in their own terms.

Where overseas processing is used, it is limited to what is needed for the stated service. Effica applies data minimisation, contractual protections, access controls, and security safeguards appropriate to the information and risk.

Resend may process a recipient address, generic or service-message content, links or codes, and delivery metadata in the United States. Effica minimises email content and provides protected records through Effica-controlled secure access.

If you play the optional radio on the Effica dashboard, or the dashboard shows news pictures, your browser loads them directly from that radio station or news site, which receives your IP address. Effica sends them nothing else.

If you dictate into Effica on the web, your browser's own speech service turns your speech into text. Depending on the browser, that is Google, Apple, or Microsoft, and it may process the audio outside Australia. Effica does not receive the audio. The dictation button is hidden while AI is switched off for the organisation, or for the participant whose journal is open.

AI processing and data minimisation

AI help is optional and follows each user's permissions. A provider can switch AI off for its whole organisation, which stops every in-app AI feature, including background ones. Each participant record also has its own AI switch: while it is off, AI features linked to that person's record are refused, and Effie does not name or identify them. A participant or their authorised decision-maker can say no to AI-assisted record processing, and we keep a history of those choices. New participant records start with AI switched on, and the provider switches it off for anyone who says no.

When AI is used, whether a person starts it or it runs in the background (for example, to make an uploaded document searchable), Effica sends the information relevant to the request to OpenAI's models, which process it outside Australia, in the United States. Requests go to OpenAI directly. Our Sub-processors page shows which features use each route. Google Cloud in Sydney reads scans and photos of documents into text. Search indexes for private documents are stored in Sydney; Google does not guarantee that the model that builds them runs in Australia.

Effica Shield. Before any AI feature sends information, Effica Shield replaces tax file, Medicare, healthcare identifier, NDIS, Centrelink, DVA, passport, driver's licence, card and bank numbers with labels. Some documents are never sent to AI at all: tax file declarations, police and screening checks, identity documents, bank details, NDIA portal files, behaviour support plans and protected disclosures. Names and care details are sent when the task needs them. Voice recordings are sent as audio to be turned into text, and the text is checked by Effica Shield afterwards.

Customer data is not used to train AI models: OpenAI does not train on API data, and Effica has not opted customer data into provider model training. Effica asks OpenAI not to store AI answers. OpenAI may keep requests for up to 30 days to detect misuse, then deletes them. OpenAI's transcription service does not keep the audio it transcribes. We use OpenAI under a signed data processing agreement.

People use AI in Effica only after signing in, within their permissions and usage limits. Effie changes a record only after a person confirms the change. Authorised people remain responsible for reviewing outputs and approving actions.

When staff ask Effie to draft a participant's progress report, Effie reads that participant's shift notes, incidents and goals and sends them to OpenAI as described above. Participants whose AI is switched off and protected disclosures are left out, and staff review and approve every draft before it is used.

If a provider asks Effica to import its existing records during onboarding, the same AI reads the files the provider supplies, after Effica Shield and the organisation's AI switch, and people review the results before they are used.

Automation and decisions

A provider may configure rule-based automation to approve eligible administrative leave requests or timesheets, or assign eligible workers to shifts. Those programs may use role, availability, qualifications, roster, leave, shift, clock, and timesheet information together with rules chosen by the provider. The provider controls the configuration and remains responsible for reviewing outcomes and managing exceptions.

Generative AI may substantially assist with summaries, extraction, completeness checks, drafting, roster suggestions, support-worker insights, and operational alerts using the records relevant to that task. AI output is review material and does not independently make clinical, legal, regulatory, funding, or participant-access decisions. Authorised people remain responsible for those decisions and for approving operational changes proposed by Effie.

This section is also intended to support the automated-decision transparency requirements commencing on 10 December 2026.

Children

Many NDIS providers support children. A provider enters information about a child, usually with the child's parent or guardian, and it gets the same protections as every other record in Effica. The family app is for adults, such as parents and guardians. We do not knowingly give a child their own Effica login. If you think a child has one, contact us and we will work with the provider to fix it.

Security and data-breach response

Effica uses tenant and role access controls, row-level security, encrypted transport, infrastructure encryption at rest, application-level protection for selected high-risk records, audit trails, monitoring, backups, and incident-response procedures. See our Security summary for a plain-English overview.

If we suspect an eligible data breach, we will contain and assess it promptly, take reasonable steps to complete the assessment within the period required by Australian law, and notify affected parties and the OAIC as soon as practicable where notification is required. We will notify affected customers without undue delay, and within 72 hours after we confirm an incident affecting their information, as set out in our Data Processing Addendum.

Retention, access, correction, and deletion

We retain information while needed to provide and secure the service, follow a provider's instructions, resolve disputes, and meet legal, financial, safeguarding, audit, and NDIS record-keeping obligations. When information is no longer required, it is deleted or de-identified through applicable retention and backup processes. Providers decide how long their own records are kept. These periods are set by Effica:

• saved Effie chats: 90 days after they were last used;
• files attached in Effie: 30 days;
• archived Drive files: recoverable for 30 days, then deleted;
• the activity (audit) record: 7 years;
• server logs: 12 months;
• backups: 35 days in Sydney and Melbourne, with point-in-time recovery for 14 days;
• a provider's records after its access to Effica ends: deleted or de-identified within 90 days, then backups expire within a further 35 days.

You may ask to access or correct personal information. You may also request deletion, export, restriction, or objection where that option is available. Some records cannot be deleted immediately where a provider or Effica must retain them. Start at our Privacy and Data Requests page. We may verify identity and coordinate with the provider that controls the record. Coordination with the provider does not limit any obligation that applies to Effica for information it holds.

Questions and complaints

Our Privacy Officer handles privacy questions and complaints. Email info@effica.com.au with “Privacy Officer” in the subject, your concern, and enough information for us to identify the relevant provider or service. Please do not attach clinical records, identity documents, or other sensitive material in your first email. We will investigate and respond within 30 days.

If you are not satisfied with our response, or have not received a response after 30 days, you may complain to the Office of the Australian Information Commissioner.

AI Core CRM Pty Ltd, ABN 77 670 376 879
Unit 2, 59 Pennington Terrace, North Adelaide SA 5006, Australia

Policy changes

We may update this policy when our services or legal obligations change. The current version and effective date will remain available here. Contract terms are maintained separately in our Terms and Conditions.