top of page

Privacy Policy

How Fresh Futures Australia collects, uses, stores and protects personal information across our education, NDIS-related and small business services.

Who we are

Fresh Futures Australia ABN 61 165 988 198 ("Fresh Futures", "we", "us", "our") operates https://www.freshfutures.com.au.
We provide:

  • education recruitment and course advisory services (connecting prospective students with Registered Training Organisations);

  • participation acquisition and related support services for NDIS-registered providers and support coordinators (including engagement, referral, non-clinical application support, recruitment and administrative support); and

  • growth and operations services for small businesses (including marketing, lead nurture, recruitment and administrative support).


For our NDIS-related services, we collect and handle personal information on behalf of, and as agent for, the relevant NDIS-registered provider, who is responsible for that information as the relevant APP entity. We do so only to provide our services and in accordance with our agreement with that provider.
 

We are committed to handling personal information in accordance with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). This policy explains what personal information we collect, why we collect it, how we use and disclose it (including overseas), how we use automated and AI-assisted tools, and how you can access, correct or complain about our handling of your information. We make this policy available free of charge on our website and can provide it in other formats on request.

01  The personal information we collect

The types of information we collect depend on how you interact with us, and may include:
 

Identity and contact: name, email, phone, suburb/state, country, and preferred contact method.
 

Eligibility and background (for course or service suitability): age range, residency/citizenship status, education and employment history, availability, interests, and goals.
 

Sensitive information (particularly for NDIS-related services): health, disability and related information — for example, a non-clinical summary of your situation, your support needs and goals, and any supporting documents you choose to provide (such as medical, allied-health or assessment reports). We collect sensitive information only with your consent and where it is reasonably necessary for our services, or where otherwise permitted by law (see section 3).
 

Business information (for small business clients): information about your business, your customers or enquiries you ask us to manage, and related operational details.
 

Government-related identifiers: we do not adopt or use government identifiers (e.g., Medicare number, Tax File Number, or NDIS number) as our own identifier. Where an RTO or an NDIS provider requires an identifier, it is provided to that organisation for enrolment, regulatory or service-delivery purposes.
 

Communications: messages sent to us on Facebook/Instagram, website and online forms, emails, chat (including AI-assisted chat), and call or meeting notes.
 

Marketing preferences: your opt-in status and unsubscribes.
 

Website/analytics data: IP address, device/browser type, pages visited, timestamps, referrers, cookies and similar technologies.
 

Where lawful and practicable, you may interact with us anonymously or using a pseudonym (e.g., initial enquiries). If we need identifiable information to assess suitability or proceed with a referral or service, we will let you know.


Children and young people
Our services are generally directed to adults. Some NDIS-related services may involve information about a young person provided by a parent, guardian or authorised representative. If you are under 18, please obtain a parent or guardian's consent before providing personal information. We handle children's personal information with additional care and will comply with the Children's Online Privacy Code once it is in force.

02  How we collect information

We collect information:

  • directly from you via website and online forms, social-media direct messages (Facebook/Instagram), email, chat (including AI-assisted chat), phone or video calls, and documents you provide;

  • from third parties where you ask us to (for example, an RTO, an NDIS provider, a referrer, or an authorised representative) or where permitted by law; and

  • automatically through cookies and similar technologies on our website and landing pages.
     

Under APP 5, we take reasonable steps to notify you (or ensure you are aware) of the matters surrounding collection at or before the time of collection, or as soon as practicable afterwards.

03  Why we collect, use and disclose information

We collect and handle personal information to:

  • respond to enquiries and assess course or service suitability;

  • engage with you and guide you to an appropriate next step or pathway (for NDIS enquiries, this includes determining whether the NDIS may be relevant and, where it is not, providing general information about alternatives such as My Aged Care);

  • refer you to Registered Training Organisations or NDIS providers you select or that fit your goals, and prepare a referral or non-clinical summary for that organisation's review;

  • where you request our optional, non-clinical application-support service, help you understand, gather and organise evidence and prepare for an NDIS Access Request (we do not make clinical judgements, and we do not determine eligibility — see "Automated and human decisions" below);

  • provide marketing, lead-nurture, recruitment, research and administrative services to our business and provider clients;

  • set up and manage communications and keep necessary records;

  • run our operations (IT, security, analytics, training, quality assurance, compliance);

  • send direct marketing about courses, services, intakes, events or offers you might reasonably expect to receive from us, with a simple opt-out in every message; and

  • comply with laws and manage risk (including data-breach response).


We only use or disclose personal information for these purposes (or related purposes you would reasonably expect), or otherwise with your consent, or as required or authorised by law.
 

Sensitive information and consent
We collect, use and disclose sensitive information (including health and disability information) only with your consent and where it is reasonably necessary for the relevant service, or where otherwise permitted under the Privacy Act. You can withdraw your consent at any time by contacting our Privacy Officer, although this may affect our ability to assist you.

04  Automated and human decisions (including AI-assisted tools)

We use automated and AI-assisted tools — including AI-assisted chat — to respond to enquiries quickly, provide general information, and help triage and route enquiries to the right team or pathway.
 

These tools support our people; they do not make final decisions about your eligibility, suitability or the services you receive. Those outcomes involve human review. In particular, decisions about NDIS eligibility and funding are made solely by the National Disability Insurance Agency (NDIA), not by Fresh Futures.
 

From 10 December 2026, where we use personal information in automated processes to make, or substantially help make, decisions that could significantly affect you, we will describe the kinds of personal information used and the nature of those decisions, in line with the Privacy Act. You can contact our Privacy Officer at any time for more information about how these tools are used.

05  Direct marketing and how to opt out

You can unsubscribe at any time using the link or instructions in our messages, or by contacting us (see Contact). We action unsubscribes promptly and maintain suppression lists as required. For electronic direct marketing, we comply with the Spam Act 2003 (Cth) — consent, clear sender identification, and a functional unsubscribe.

06  Disclosing information to partners and service providers

We may disclose personal information to:

  • RTO partners (for eligibility checks, enrolment processing, support, compliance and funding requirements);

  • NDIS providers and support coordinators where you ask us to refer you or to support your engagement with a provider (for intake, access preparation, support coordination and service delivery);

  • service providers that help us operate (hosting, CRM, email and SMS platforms, cloud storage, analytics, customer-support and messaging tools, document signing, and form tools). Examples include Google (Workspace/Forms), Meta (Facebook/Instagram business tools), Astalty (NDIS CRM), Zoho CRM, Brevo (email), Zapier, Wix, and secure cloud hosting partners;

  • professional advisers (legal, accounting, audit) and insurers; and

  • government agencies and regulators where required or authorised by law.


We do not sell personal information.

Your personal information may be accessed from, or stored, outside Australia. In particular, some of our personnel are located in Malaysia and may access personal information in order to provide our services. In addition, some of our service providers or data centres may be located, or may store data, outside Australia (for example, the United States, European Union, Singapore or Malaysia).

Before disclosing personal information overseas — or allowing it to be accessed from overseas — we take reasonable steps to ensure it is handled consistently with the APPs (other than APP 1). These steps include written contracts imposing privacy and security obligations no less stringent than ours, reviewing the recipient's practices, and applying technical safeguards such as encryption.

07  Overseas access and disclosures (APP 8)

08 Cookies and analytics

We use cookies and similar technologies to operate our site, remember preferences, and analyse usage. You can control cookies in your browser settings. Blocking some cookies may affect site functionality.

09 Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure (for example, access controls, multi-factor authentication, encryption in transit and at rest, staff training, and vendor due diligence). We retain information only for as long as needed for the purposes above or to meet legal, tax or audit requirements, and then take reasonable steps to destroy or de-identify it.

10  Accessing and correcting your information

You may request access to, or correction of, your personal information by contacting us (see Contact). We will respond within a reasonable period (usually within 30 days). If we refuse access or correction as permitted by law, we will tell you why and how to complain. We may need to verify your identity before actioning a request.

11  Data breaches

If a data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches (NDB) scheme, and take steps to mitigate the risks.

12  Making a privacy complaint

If you are concerned about our handling of your personal information, please contact us first. We will investigate and respond within a reasonable period (usually within 30 days). If you are not satisfied, you can contact the OAIC: www.oaic.gov.au, 1300 363 992, or GPO Box 5288, Sydney NSW 2001.

13  Third-party sites and social media

Our website and communications may contain links to third-party sites or tools (including social-media platforms). Their privacy practices are their own; we recommend reading their privacy policies before providing information.

14  Changes to this policy

We may update this policy to reflect changes to our practices or legal requirements. The updated policy will show a new effective date.

15  Contact us

If you have questions about this policy, would like to access or correct your personal information, or want to make a privacy complaint, please contact us.

Privacy Officer
Fresh Futures Australia
Email: hello@freshfutures.com.au
Postal address: Level 8/2 King St, Fortitude Valley QLD 4006, Australia
Phone: +61 488 898 733

This policy may be updated from time to time to reflect changes to our practices or legal requirements.

get in touch

hello@freshfutures.com.au

0488 898 733

Melbourne, Australia

Operations across Australia & Malaysia

Managed operations and growth partnership for education providers, NDIS providers and small businesses across Australia.

Acknowledgement of Country

Fresh Futures Australia acknowledges the Traditional Custodians of the lands on which we live and work, including the Wurundjeri Woi-wurrung and Bunurong peoples of the Kulin Nation. We pay our respects to Elders past and present, and extend that respect to all Aboriginal and Torres Strait Islander peoples.

© 2026 Fresh Futures Australia Pty Ltd | ABN 61 165 988 198

Privacy Policy

bottom of page