Privacy Policy

Last Updated: May 11, 2026

Introduction

smooth-timber operates under the trading name smooth-timber and is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Information We Collect

We collect personal information necessary to provide social benefit application assistance services. This includes:

• Identification information: name, date of birth, residential address, contact details
• Financial information: income details, asset valuations, bank account information
• Medical information: health conditions, disabilities, care requirements, medical reports
• Family information: relationship status, dependent details, care arrangements
• Employment information: work history, current employment status, job seeking activities
• Government identifiers: Medicare number, Centrelink customer reference number (only when necessary)

How We Collect Information

We collect information directly from you through:

• Service request forms submitted via our website
• Consultation sessions (video calls, phone calls, or in-person meetings)
• Email correspondence
• Documents you provide to support your application

In some cases, with your consent, we may collect information from third parties such as medical practitioners, previous employers, or family members involved in your care.

How We Use Your Information

We use your personal information to:

• Assess your eligibility for social benefit programs
• Prepare and review benefit applications on your behalf
• Communicate with you about your case and our services
• Liaise with Services Australia, NDIA, or other government agencies as necessary for your application
• Maintain records for quality assurance and compliance purposes
• Improve our services based on aggregated, de-identified data

We will not use your information for marketing purposes without your explicit consent.

Information Disclosure

We may disclose your personal information to:

• Government agencies: Services Australia, NDIA, or other relevant bodies as required to process your benefit applications
• Medical professionals: when coordinating medical evidence for your application, with your consent
• Service providers: secure cloud storage providers, payment processors, and IT support services bound by confidentiality agreements
• Legal authorities: if required by law or to protect our legal rights

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

Data Security

We implement appropriate technical and organizational measures to protect your personal information, including:

• Encrypted data transmission and storage
• Access controls limiting who can view your information
• Regular security audits and updates
• Secure disposal of physical documents containing personal information
• Staff training on privacy and confidentiality obligations

While we take reasonable steps to protect your information, no internet transmission is completely secure. You acknowledge this inherent risk when submitting information online.

Data Retention

We retain your personal information for as long as necessary to provide our services and comply with legal obligations. Specifically:

• Active case files: retained for the duration of your engagement plus 7 years
• Financial records: retained for 7 years as required by Australian taxation law
• Medical information: retained in accordance with health records legislation

After the retention period, we securely destroy or de-identify your information.

Your Rights

Under the Privacy Act 1988, you have the right to:

• Access your personal information held by us
• Request correction of inaccurate or incomplete information
• Request deletion of your information, subject to legal retention requirements
• Withdraw consent for specific uses of your information
• Lodge a complaint about our privacy practices

To exercise these rights, contact us at [email protected]. We will respond within 30 days.

Cookies and Website Analytics

Our website uses cookies to enhance user experience and analyze site traffic. We use:

• Essential cookies: necessary for website functionality
• Analytics cookies: to understand how visitors use our site (aggregated data only)

You can control cookie preferences through your browser settings. See our Cookies Policy for more details.

Third-Party Links

Our website may contain links to government websites or other resources. We are not responsible for the privacy practices of these third-party sites. We encourage you to review their privacy policies.

Children's Privacy

Our services are not directed to individuals under 18. When we assist with applications involving minors (such as Family Tax Benefit or NDIS for children), we collect information from the parent or legal guardian.

Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will post the updated version on this page with a revised "Last Updated" date. Significant changes will be communicated directly to active clients.

Privacy Complaints

If you believe we have breached the Australian Privacy Principles, please contact us at [email protected] with details of your concern. We will investigate and respond within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner:

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Email: [email protected]

Contact Information

For privacy-related inquiries or to exercise your rights, contact:

smooth-timber
Email: [email protected]
Address: Level 8, 142 Victoria Street, Melbourne VIC 3000, Australia