LEGAL
Operated by CareMarket Australia Pty Ltd (ACN 696 649 671, ABN 85 696 649 671) trading as Carer Market Australia.
Last Updated
30 September 2026
Applies to
Applies to NDIS provider organisations and independent support workers
Forms part of
The Privacy Policy
CONTENTS
This Privacy Policy explains how CareMarket Australia Pty Ltd (ACN 696 649 671, ABN 85 696 649 671) trading as Carer Market Australia (we, us, our) collects, holds, uses and discloses personal information in connection with the Carer Market Australia platform, including our website, mobile applications, associated APIs and related platform infrastructure (Platform), in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles
In this policy:
| Personal Information | has the meaning given under the Privacy Act but, in short, means information or an opinion about an individual that can be used to identify that individual. |
| Privacy Act means | the Privacy Act 1988 (Cth) including the Australian Privacy Principles (as amended from time to time). |
| Participant means | person accessing supports under the National Disability Insurance Scheme who receives services from a Provider. Participants are not users of, and do not transact on, the Platform |
| Platform means | the Carer Market Australia technology marketplace operated by us, comprising the website, mobile applications, associated APIs and back-end infrastructure used to post, match, verify, administer and pay for shift |
| Provider means | an NDIS registered provider organisation that creates a CareMarket account to post funded shifts and engage workers through the Platform |
| Sensitive Information | has the same meaning as under the Privacy Act. |
| Services means | the Platform services and related services that we provide. |
| Shift means | a discrete, funded period of work posted by a Provider on the Platform for acceptance and performance by a Worker. |
| Website means | www.carermarketaustralia.com and any other websites or social media channels where you interact with us. |
| Worker means | an independent contractor support worker engaged under their own active ABN who uses the Platform to accept and perform shifts posted by Providers. |
Words like includes, including, such as or for example are not words of limitation.
The personal information we collect depends on your relationship with us and how you use the Platform. We generally collect personal information from Providers, Workers and other users who interact with us in connection with the Platform
We may collect the following categories of personal information:
2.1
For Providers
name, business name, ABN, ACN, contact details, billing details and account credentials;
NDIS registration and verification information;
shift-posting information, including shift time, duration, location, rate and worker requirements;
communications with us and with Workers through the Platform;
payment status, transaction and reconciliation records; and
feedback, review and complaint information
2.2
For Workers
name, contact details, date of birth, account credentials and profile information;
ABN and business details;
compliance and verification information, including NDIS Worker Screening clearance, Working With Children Check where relevant, First Aid certificate, photo identification, public liability insurance certificate of currency and Stripe Express account details;
shift acceptance, attendance, completion and earnings information;
completion notes, incident information and other records submitted through the Platform; and
feedback, review and complaint information
2.3
Payment and payout information
payment authorisation records, payment status, Stripe processing records, payout records and transaction reconciliation records;
bank account or payout details to the extent required for payment processing and payout routing
2.4
Technical and usage information
device, app, log, authentication and usage information generated through access to and use of the Platform;
notification, session and security information;
other technical information reasonably required to operate, secure and improve the Platform
2.5
Limited participant-related information
The Platform is designed on a data-minimisation basis. We collect and store Participant personal or health information only to the minimum extent required for completion records and incident handover, and not for the QR attendance verification function.
CareMarket operates the Platform as a provider-facing technology marketplace and not as a participant-facing platform;
Participants do not have accounts, logins or any user role on the Platform, cannot search for, view, select, request or book Workers through the Platform, and do not transact on the Platform;
Consistent with those role boundaries, the Platform is intended to minimise collection of Participant personal and health information. Workers and Providers must not use the Platform to collect, store or transmit Participant health or identity information except to the limited extent strictly necessary for completion records, incident reporting or documented handover to the responsible Provider.
We prefer to collect Personal Information directly from you. For example, when you communicate with us (via phone, website or app), during meetings, by telephone or when you provide us with documents or information.
We may also collect Personal Information:
from third parties we refer you to or who refer you to us;
from credit reporting and fraud-checking agencies;
create a platform account with us;
from debt collection agencies if you default in payment to us;
through our Website, app or other electronic communications (including emails or online forms);
you submit payment details;
from publicly available sources;
or where required or permitted by law (including the Privacy Act).
We use personal information for purposes connected with operating the Platform and our business, including to:
verify Provider accounts and review Worker compliance credentials;
create, manage and secure user accounts;
post, publish, match, assign, administer and document shifts;
verify shift attendance and completion;
process, route, reconcile and record payments, fees, refunds and payouts through Stripe Connect;
provide notifications, platform communications and user support;
triage incident-related information to the responsible Provider where a Participant matter is identified;
manage complaints, commercial disputes, fraud prevention, platform integrity and risk;
maintain records, audit trails and compliance processes;
improve the Platform, develop new functionality and monitor usage; and
comply with legal and regulatory obligations
We may also use your Personal Information:
to comply with our contractual and legal obligations;
for insurance, risk management and governance purposes;
(unless you tell us otherwise, see Marketing below) to provide you with information about our services;
or otherwise as permitted under the Privacy Act.
If you default in payment to us, we may use your Personal Information to recover any outstanding amounts.
We do not provide your Personal Information to third parties for marketing purposes.
We may from time to time use contact information of Providers, Workers and business contacts to send platform updates, service announcements, feature information or other communications about the Platform and our related services. We do not use Sensitive Information for direct marketing.
We do not disclose personal information to third parties for their own direct marketing purposes.
If you do not wish to receive marketing communications from us, please contact our Privacy Officer (admin@carermarketaustralia.com) and we will remove your details from our marketing database.
We may disclose personal information where reasonably necessary for the purposes for which it was collected, including to:
Providers and Workers, to the extent required to form, administer and perform shifts and related Platform functions
payment service providers and processors, including Stripe, to process payment authorisations, captures, transfers, payouts, refunds and related reconciliation
identity, credential, hosting, cloud storage, analytics, security, communications and other technology or operational service providers who assist us to operate the Platform
professional advisers, insurers, auditors and corporate service providers, where reasonably required for governance, risk, compliance or dispute resolution;
regulators, law enforcement agencies, courts or tribunals where required or permitted by law; and
other persons where you have consented or where disclosure is otherwise permitted by the Privacy Act.
We may disclose your Personal Information to third parties in circumstances such as:
where you have consented to the disclosure;
when required for the purpose for which it was collected (e.g. to provide our Services);
where you would reasonably expect it to be disclosed (e.g. in court proceedings, briefing counsel or experts);
where required or permitted by law (including the Privacy Act) or court order;
to investigate fraud or unlawful activity;
or to prevent or lessen a serious threat to someone’s life or health.
When you send us information by email or through our Website, that information (including Personal Information) may be stored on our systems in line with our policies.
While we take reasonable steps to protect Personal Information, no data transmission over the internet is fully secure. Sending information to us electronically is at your own risk.
If you access other websites via our Website, your Personal Information will be handled according to that website’s policies.
We recommend you take steps to protect your own information, including:
closing your browser when finished;
avoiding providing Personal Information on public computers.
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Those steps may include role-based access controls, secure authentication, password protection, encryption, system monitoring, contractual controls with service providers, and internal confidentiality and privacy obligations.
We aim to keep our systems secure from unauthorised access. Our staff are trained in confidentiality obligations and privacy compliance.
We use physical, electronic and procedural safeguards, including secure storage and password protection.
We generally retain files for at least three years after closure, but some electronic information may be kept indefinitely for legal, governance or insurance purposes. Personal Information may also be retained in backups, for dispute resolution, or where required by law.
CareMarket maintains processes to comply with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).
If we become aware of a suspected data breach involving personal information, we may investigate the incident, take containment and remediation steps, and assess whether the incident is an eligible data breach requiring notification under applicable law.
You can request access to your Personal Information or ask us to correct it if it is inaccurate or out of date by contacting our Privacy Officer (details below). For security, we may ask you to verify your identity.
If we have collected Personal Information from third parties, you may ask for the source of that information.
If we lawfully refuse access or correction under the Privacy Act, we will notify you in writing and explain your options for lodging a complaint.
In accordance with Apple App Store and Google Play Store policies and the Privacy Act, both Providers and Workers have the right to request the closure and deletion of their Platform account at any time.
11.1
How to delete your account
You can initiate account deletion directly within the Platform by following these steps:
1. Log in to your account and navigate to the settings/profile page;
2. Scroll down to the bottom of the page and select the Delete Account button; and
3. Review the on-screen confirmation details and click Confirm Account Deletion to submit your request.
11.2
Lost access or manual deletion requests
If you have lost access to your account credentials or are unable to access the Platform settings, you may request account deletion by contacting our support team at admin@carermarketaustralia.com.
To protect your privacy and security, we will take reasonable steps to verify your identity before processing any manual account deletion request.
11.3
Data retention required under NDIS and Australian regulations
When your account is deleted, your account credentials, login access and public profile will be permanently deactivated and removed from active display on the Platform.
However, account deletion does not result in the immediate erasure of all historical data. As a technology marketplace supporting the NDIS ecosystem, we are required by Australian law and regulatory standards to retain certain records for mandated statutory periods, including:
• NDIS compliance and safety records: Shift logs, verification data, incident reports, completion notes and Worker screening compliance records may be retained for a minimum of 7 years to support registered Providers in meeting their obligations under the National Disability Insurance Scheme Act 2013 (Cth) and NDIS Quality and Safeguards Commission rules;
• Financial and tax records: Invoicing, payment authorisations, payout records, fee schedules and Stripe transaction data must be retained for at least 5 to 7 years in accordance with Australian taxation and corporations laws; and
• Dispute and legal obligations: Records strictly necessary to defend or pursue legal claims, resolve unsettled billing disputes, or comply with enforceable notices issued by law enforcement or regulatory authorities.
Any information retained following account deletion is archived in encrypted, access-restricted storage, removed from public interfaces, and used solely for regulatory compliance, auditing, and legal purposes.
If you believe we have breached the Australian Privacy Principles, please contact our Privacy Officer first. If we cannot resolve your complaint, you can contact the Office of the Australian Information Commissioner.
This document sets out our current Privacy Policy. We may update this Policy from time to time; the latest version will always be available at
www.carermarketaustralia.com.If you have any questions about this Policy or our handling of your Personal Information, please contact:
Office of the Australian Information Commissioner:
