Privacy Policy

Last updated: June 2026

1. Introduction

Hello Kids Therapy Hub (trading as Hello Learners) is committed to protecting your privacy and handling your personal information with care and respect. We are an Australian business operating from North Melbourne, VIC, and we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what personal information we collect, why we collect it, how we use and protect it, and what rights you have in relation to it.

2. What we collect

We collect personal information that is reasonably necessary to deliver our services and run our practice. This includes:

• Names and contact details of parents and carers, including postal and email addresses and phone numbers.
• Information you share with us about your child, such as their age, school year, and any reading, learning, or communication needs that are relevant to our services.
• Enquiry and booking details, including the information you submit through our website contact forms and enrolment process.
• Appointment and session records, including attendance, progress notes, and any reports or assessments we prepare.
• Billing and payment details, which are processed through our accounting and practice management providers (see Section 6).
• Basic website usage data collected automatically when you visit our site (see Section 9).

3. How we collect it

We collect personal information directly from you wherever practicable. This occurs when you complete an enquiry or enrolment form on our website, contact us by email or phone, book an appointment through our online booking system, or sign up to receive information from us. We also collect information automatically through standard website analytics tools and cookies when you browse our site (see Section 9). We do not collect personal information from third parties without your knowledge unless required or permitted by law.

4. Why we use it

We use the personal information we collect for the following purposes:

• To respond to your enquiries and provide information about our services.
• To assess your child's needs and determine the most appropriate level of support we can offer.
• To deliver our literacy programs and any other services you have engaged us for.
• To schedule sessions, manage appointments, and process payments.
• To keep you informed about our programs and term dates — but only where you have subscribed or otherwise indicated you wish to hear from us.
• To improve our website and the quality of our services.
• To meet our legal and professional obligations.

We will not use or disclose your personal information for a purpose other than the primary purpose for which it was collected unless you have consented, or unless an exception under the Privacy Act 1988 (Cth) applies.

5. Sensitive and health information

Some of the information we hold about your child may be health information, which is a type of sensitive information under the Australian Privacy Principles. Health information receives a higher level of protection under the Privacy Act. We only collect health information with your consent, and we use it solely to provide appropriate assessment and therapeutic support to your child. We take particular care to store and protect health information securely, and we do not share it except as described in Section 6 below or as otherwise required by law.

6. Who we share it with

We do not sell your personal information. We share it only with trusted third-party service providers who help us operate our practice, and only to the extent necessary for those providers to perform their services. These providers include:

• Splose — our practice management and online booking system, used to manage appointments, client records, and session notes.
• Xero — our accounting software, used to process and record payments and billing information.
• Vercel — our website hosting provider, which hosts the platform through which you access our website.
• Email and analytics providers, used to deliver communications and to understand how our website is used.

We require all service providers to handle your personal information securely and in a manner consistent with the Australian Privacy Principles. Some of these providers may store data on servers located outside Australia; where this is the case, we take reasonable steps to ensure that overseas recipients handle your information in accordance with Australian privacy standards.

7. Storage and security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, unauthorised access, modification, and disclosure. We use secure systems and access controls, and we regularly review our data handling practices. We retain personal information only for as long as it is needed for the purpose for which it was collected, or as required or permitted by law. When information is no longer needed, we take reasonable steps to destroy or de-identify it.

8. Access and correction

You have the right to request access to the personal information we hold about you, and to request that we correct any information that is inaccurate, out of date, incomplete, irrelevant, or misleading. To make a request, please contact us using the details in Section 11. We will respond to your request within a reasonable time. In some circumstances, we may decline to provide access or make a correction — for example, where doing so would be unlawful — and we will explain our reasons if that is the case.

9. Cookies and analytics

Our website uses cookies and analytics tools to help us understand how visitors use our site and to improve the experience we offer. Cookies are small text files stored on your device by your browser. The information collected through cookies is generally aggregated and does not directly identify you. You can disable cookies through your browser settings; however, doing so may affect some functionality of our website. By continuing to use our website with cookies enabled, you consent to their use as described in this policy.

10. Complaints

If you have a concern or complaint about the way we have handled your personal information, we encourage you to contact us first using the details in Section 11 so that we can try to resolve the matter directly. We take privacy complaints seriously and will respond promptly. If you are not satisfied with our response, or if you would prefer to raise your concern with an independent authority, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. The OAIC can receive complaints and provide guidance about your privacy rights under Australian law.

11. Contact us

If you have any questions about this privacy policy, wish to access or correct your personal information, or want to make a complaint, please get in touch:

Hello Kids Therapy Hub (trading as Hello Learners)

North Melbourne, VIC

Email: admin@hellokidstherapyhub.com.au

Phone: (03) 9017 6668

12. Updates to this policy

We may update this privacy policy from time to time to reflect changes to our practices, our services, or applicable law. When we do, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically. The current version of this policy is always available on this page at hellolearners.com.au/privacy.html. Last updated: June 2026.