Privacy Policy

• ‘We’, ‘us’ or ‘our’ refer to ShiftCare Pty. Ltd. (ABN: 88 611 756 711).

• ‘You’ or ‘your’ refer to any user of the ShiftCare App, including account owners, administrators, office staff and support workers.

• ‘Company’ means the company, organisation, provider, business or account owner that holds the ShiftCare account you use. This is the organisation you signed up for ShiftCare on behalf of, or the organisation that gave you access, such as your employer or the care provider you work for. It does not include us.

• ‘ShiftCare App’ means our software application and the related services that you will be able to access and use once you conclude the registration process. It includes our web app and the ShiftCare mobile app.

• ‘Site’ means our website https://shiftcare.com/.

• ‘support worker’ means a user who delivers services for the Company using the ShiftCare mobile app, whether as an employee, contractor, agency worker or volunteer.

• ‘Personal Information’ has the meaning given to it in the Privacy Act 1988 (Cth) (Act). In general terms, it is any information that can be used to personally identify you. This may include (but is not limited to) your name and contact details (including phone numbers and email addresses). If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered Personal Information.

We collect Personal Information about users of the ShiftCare App. The most common types of information we collect are things like your:

• name;

• email address;

• telephone number;

• photograph;

• location data from the ShiftCare mobile app, if you are a support worker and a location feature is in use (see “Location Data and Mobile App Permissions”); and

• any additional information relating to you that you provide to us directly through the ShiftCare App or indirectly by using the ShiftCare App.

We collect Personal Information when you provide it to us during the registration process and at other times as you use the ShiftCare App or contact us.

We also collect Personal Information when you engage with other users when you access and communicate with them via the ShiftCare App.

We also collect Personal Information from other third party service providers (payment provider account details required to process transaction and web analytics which is generally anonymous information and may not reveal who you are. We only use this information for statistical and website development purposes and to improve our services to you) with which we will interact as we provide services to you.

If you are a support worker, we also collect location data from the ShiftCare mobile app at the times described in “Location Data and Mobile App Permissions”.

We also use cookies and other technologies to provide us with information the way in which you navigate the ShiftCare App.

If you choose not to provide Personal Information, you will not be able to complete the registration process to access and use the ShiftCare App.

We will use your Personal Information in order for us to:

• operate the ShiftCare App and provide you with the services accessible through the ShiftCare App, including to verify your identity when you sign in to the ShiftCare App, to facilitate and process transactions that take place on the ShiftCare App, to respond to support requests and to help facilitate the resolution of any disputes;

• customise our services and the ShiftCare App for advertising and other purposes in order to provide you with a more personalised experience;

• update you with operational news and information about our Site and the ShiftCare App including website disruptions or security updates;

• provide you with information that you request from us or, where we have your consent to do so, provide you with marketing information about products and services which we think may interest you;

• carry out technical analysis to determine how to improve the Site and the ShiftCare App;

• monitor activity on the ShiftCare App and Site, including to identify potential fraudulent activity and to ensure compliance with the user terms and conditions that apply to the ShiftCare App;

• manage our relationship with you, responding to your comments or queries submitted to us on the Site or ShiftCare App or asking for your feedback or whether you want to participate in a survey;

• send you information that we think may be of interest to you whether about additional services we are offering or our commercial partners are offering (although you will have the facility to opt out of receiving these communications);

• manage our legal and operational affairs; and/or

• provide general administrative and performance functions and activities.

Location data is used only as described in “Location Data and Mobile App Permissions”. It is never used for advertising or marketing.

ShiftCare offers AI-powered features as part of our Service (“AI Features”), including automated note classification, Smart Notes, and Smart Match. When these features are enabled, personal data within your account may be processed to deliver them.

Full details of how we handle personal data in connection with AI Features — including data flows, sub-processors, encryption standards, retention periods, and regional transfer arrangements — are set out in our AI & Data Usage Policy, which forms part of this Privacy Policy.

You can view and manage your organisation’s AI settings, including the ability to disable AI Features or opt out of model training, on our AI Data Controls & Transparency page.

Key principles that apply to all AI processing:

• Your data is never used to train AI models without your explicit consent.

• AI processing is limited to the features you have enabled.

• All AI-generated content is clearly labelled and distinguishable from source records.

• We engage only trusted sub-processors who are contractually restricted from using your data for any purpose beyond delivering our services.

• AI-generated summaries and flags are retained for 90 days, then automatically deleted.

For UK customers, data processed by AI Features may be transferred to Australia and is protected by an International Data Transfer Agreement (IDTA) or UK Standard Contractual Clauses (SCC) Addendum. For Canadian customers, data may be processed in the United States or Australia, with cross-border processing disclosed and protected by appropriate contractual safeguards. Full details are in our AI & Data Usage Policy.

This section applies to support workers who use the ShiftCare mobile app. In this section, you and your mean the support worker.

What location data we collect

The ShiftCare mobile app can collect a support worker’s location in three ways:

• Clock-in and clock-out location: your location at the moment you clock in or out, used to check that you are at or near the service location.

• Mileage tracking: background location during a shift, when you turn on the optional mileage tracking feature, used to calculate distance travelled.

• Shift location monitoring: your location at intervals during a shift, when the Company has turned this feature on and you have accepted an in-app location notice.

Location data includes your phone’s coordinates, the time, and how accurate the reading is. The ShiftCare mobile app does not access anything else on your phone, such as your contacts, photos or messages.

When location data is collected

• Clock-in and clock-out location is collected only at the moment you clock in or out.

• Mileage tracking collects location continuously, only while you have it turned on during a shift.

• Shift location monitoring collects location at clock-in, at clock-out and about every 20 minutes in between. It runs only from when you clock in until you clock out or the shift’s scheduled end time, whichever comes first, and only after you have accepted the in-app location notice. While it is running, the ShiftCare mobile app shows that it is on.

No location data is collected outside an active shift, on days off or between shifts.

Who decides how location data is used

We collect location data on behalf of the Company that gave you access to the ShiftCare App. The Company decides whether to turn on location features and how to use the data, within the limits in our Terms and Conditions. The Company is responsible for giving you any notice the law requires, and for its own handling of your location data. The Company’s location notice and privacy policy explain how it uses your location data.

How location data is used

Location data is used to:

• confirm that you attended a visit at the service location;

• support your safety when you work alone, and help the Company respond to incidents;

• calculate travel distance for reimbursement and records, where mileage tracking is on;

• check attendance and timesheets, and investigate a specific complaint or incident, where the Company’s location notice says it will; and

• provide, secure and support the ShiftCare App.

Location data:

• is not used for advertising or marketing;

• is not sold; and

• is not used in a form that identifies you to train AI models. We may use de-identified location data to improve the ShiftCare App.

Who can see location data

• Company users with permission to see it. Shift location monitoring data can only be seen by users with the “View worker location” permission, for support workers they manage, and each view is recorded in an audit log.

• The client, their representative, funders or auditors, if the Company needs to show them that a visit took place.

• Our authorised staff and contractors, only where needed to provide and support the ShiftCare App.

• Police, courts or others, where the law requires or allows it, such as to prevent a serious threat to someone’s safety.

Background location and optional features

Mileage tracking and shift location monitoring both use background location. This means the ShiftCare mobile app may collect your location while it is not open on your screen. Both are optional for support workers:

• Mileage tracking only runs when you turn it on during a shift. It stops when the shift ends or when you turn it off.

• Shift location monitoring only runs after you accept the in-app location notice. You can choose Decline instead, and you can withdraw your acceptance at any time in the ShiftCare mobile app.

Your choices and permissions

You can turn location access for the ShiftCare App on or off at any time in your phone settings.

If you turn location access off, or decline shift location monitoring:

• you can still clock in and out and use the ShiftCare App, unless the Company requires a location check at clock-in;

• your shift may show “Location unavailable”; and

• mileage tracking will not be available.

Allowing location access in your phone settings does not turn on shift location monitoring by itself. It only runs after you accept the in-app location notice.

How long location data is kept

• Clock-in and clock-out locations are kept for 7 years after the shift, or longer if the Company tells us a law or funder requires it.

• All other location data from a shift, including mileage tracking and shift location monitoring, is kept for 6 months after the shift. Distances calculated for mileage claims are kept with the shift record.

After that, we delete or de-identify it. When the Company’s account ends, we delete or de-identify its location data within 30 days, unless the law requires us to keep it.

Seeing and correcting your location data

You can ask to see your location data and who has viewed it. You can also ask for a record to be corrected, or for a note to be added if you think it is wrong. Because the Company decides how your location data is used, please contact the Company first. You can also email us at support@shiftcare.com, and we will help or pass your request to the Company.

Data handling and security

We handle location data in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For Australian customers, location data is stored in Australia. We protect it with encryption in transit and at rest, access controls based on permissions, and audit logs.

We will take reasonable steps to protect your information from loss, misuse, unauthorised disclosure or destruction, including by means of firewalls, password access, and secure servers.

Among other measures, if you make a request to access your information, we will ask you to verify your identity.

To enable us to meet our obligations under the Act and to ensure the operation of the ShiftCare App, we may need to allow our authorised staff and contractors to access your information. The staff and contractors are required by contract and policies to maintain the confidentiality of your information.

If you suspect any misuse or loss of, or unauthorised access to, your information, please let us know immediately.

We will make the information we collect from you available to third parties where it is reasonably necessary to enable us to make the ShiftCare App available to you, when we are required to do so by law or when you give us permission to do so, including when you make payments using the ShiftCare App in accordance with our Terms and Conditions available here: https://shiftcare.com/terms-and-conditions

If you are a support worker, we make your location data available to the Company that gave you access to the ShiftCare App. The Company may share proof that a visit took place with the client, their representative, funders or auditors. See “Location Data and Mobile App Permissions”.

All ShiftCare customer data is hosted in Australia.

By accessing the ShiftCare App, you agree to and authorise us storing your Personal Information, in accordance with this policy. We keep personal information only for as long as we need it for the purposes in this policy, or as the law requires. Location data is kept for the periods set out in “Location Data and Mobile App Permissions”.

You can access some of the information that we collect about you by logging in to your account on the ShiftCare App. You also have the right to make a request to access other information we hold about you and to request corrections of any errors in that information. To make an access or correction request, email us at support@shiftcare.com.

If you are a support worker and want to see your location data, or who has viewed it, see “Seeing and correcting your location data” under “Location Data and Mobile App Permissions”.

We may need to change this policy from time to time to make sure it stays up to date with the latest legal requirements and any changes to our management of privacy. When we do amend the policy, the changes will be effective straightaway.

We will take reasonable steps to let you know about any changes made to this policy. We also suggest that you revisit this policy from time to time to see whether changes have been made.

If you continue to use the ShiftCare App after the changes are made, then you will be agreeing to the changes.

You may want to contact us about the information we hold about you (including to correct any information) or to ask a question about our privacy policy or to make a complaint related to a breach by us of the Act.

We will treat your queries and complaints confidentially.

Our representative will contact you within a reasonable time after receipt of your query or complaint to discuss your concerns and outline options regarding how they may be resolved.

We will aim to ensure that your query or complaint is resolved in a timely and appropriate manner.

You may contact us by:

• email to: support@shiftcare.com

• writing to us at: 68 Waterloo Road, Macquarie Park, NSW 2113, Australia

• phone us on +61 2 8311 4101

If you have a complaint about our compliance with the Act and we have not resolved your complaint within 30 days after you first notified us of your complaint, you can refer your complaint to OAIC by visiting their site www.oaic.gov.au.

Published: November 2024

Last updated: October 2026