Legal
Privacy Policy
We handle data about the people you support. We think that warrants a privacy policy written in plain English — not just legal boilerplate.
Last updated: February 2026
Overview
Teiro is committed to handling your information — and the information you hold about the people you support — with care and transparency. This policy explains what we collect, why we collect it, and how we protect it.
We are bound by the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). If you have questions or concerns about how we handle your data, contact us at privacy@teiro.com.au.
What information we collect
Account information
When you sign up for Teiro, we collect your name, email address, organisation name, role, and billing contact details. This is the minimum we need to set up and maintain your account.
Care records you enter
Teiro is a care workforce platform. The records you enter — customer profiles, care plans, carer details, job history, incident reports, and compliance documents — belong to you. We store and process this information solely to provide the service to your organisation. We do not use it for our own purposes, sell it, or share it with third parties except as described in this policy.
Usage data
We collect information about how you use Teiro: pages visited, features used, actions taken, session duration, and browser or device type. This helps us understand what's working, fix problems, and improve the product. Usage data is aggregated and is not linked to individual care records.
Communications
If you contact us by email, through the in-app support channel, or by phone, we keep a record of that communication to help us respond and improve our support.
Payment information
Subscription billing is handled by our payment processor. We do not store full credit card numbers on our systems. Our payment processor holds payment details under their own security standards.
How we use your information
We use the information we collect to:
- Provide, operate, and maintain the Teiro platform
- Process billing and manage your subscription
- Send service communications — account notices, security alerts, product updates
- Respond to your support requests and enquiries
- Analyse usage patterns to improve the product
- Meet our legal and regulatory obligations
We do not use care records entered by your organisation for marketing, product development, or any purpose beyond delivering the service to you.
Where your data is stored
It is our intent to store all Teiro customer data — including care records — on servers located in Australia. We use Australian-region cloud infrastructure for this purpose.
Where we use third-party services that process data (such as for email delivery or error monitoring), we select providers that meet appropriate data handling standards and, where possible, offer Australian or Asia-Pacific data residency.
If this changes for any reason, we will notify affected customers in advance.
Third-party services
Teiro uses a small number of third-party services to operate the platform. These may include:
- Cloud hosting and database infrastructure
- Payment processing
- Transactional email delivery (for notifications and alerts sent through the platform)
- Error and performance monitoring
- Analytics (aggregated, not linked to individual care records)
We do not sell your data to any third party. We do not use advertising networks or share data with data brokers. Third-party service providers are bound by data processing agreements and are only permitted to use your information to perform the specific services they provide to us.
Data retention and deletion
We retain your account data for as long as your subscription is active. If you close your account, we will retain your data for 90 days to allow for recovery in case of accidental closure, then delete it.
Care records entered by your organisation are retained for the duration of your subscription. On cancellation, you can request an export of your data within 30 days before deletion.
Some information — such as billing records — may be retained longer where required by Australian law.
To request deletion of your organisation's data, contact privacy@teiro.com.au.
Security
We take the security of care data seriously. Teiro uses encryption in transit (TLS) and at rest, role-based access controls, and audit logging for sensitive actions. We limit access to production systems to authorised team members only.
No system is perfectly secure. If you become aware of a security issue, please report it to privacy@teiro.com.au.
Your rights under Australian privacy law
Under the Australian Privacy Act 1988 and the Australian Privacy Principles, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate or incomplete information
- Make a complaint if you believe we have mishandled your information
- Know how your information is collected, used, and disclosed
To exercise any of these rights, contact us at privacy@teiro.com.au. We will respond within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Changes to this policy
We may update this privacy policy from time to time. When we make material changes, we will notify customers by email and update the date at the bottom of this page. Your continued use of Teiro after any change constitutes acceptance of the updated policy.
Contact us
For any privacy questions, requests, or complaints:
Email: privacy@teiro.com.au
We respond to privacy enquiries within 5 business days. For urgent matters — such as potential data breaches — please indicate this in your message subject line.