§ Legal

Privacy Policy

Last updated · 28 March 2026

1. Introduction

Hardship Hub Pty Ltd (“Hardship Hub”, “we”, “us”, or “our”) is committed to protecting the privacy of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our platform and services, you consent to the collection, use, and disclosure of your personal information as described in this policy.

2. Information we collect

2.1 Information you provide directly

  • Full name, date of birth, and contact details (email, phone, address).
  • Identity verification documents (driver’s licence, passport, or Medicare card).
  • Financial information including income, expenses, debts, and creditor details.
  • Employment details and information about your financial circumstances.
  • Communications you send to us, including contact form submissions and support enquiries.

2.2 Information collected automatically

  • Device and browser information (type, operating system).
  • IP address and approximate geographic location.
  • Usage data including pages visited, time spent, and navigation patterns.
  • Cookies and similar tracking technologies.

3. How we use your information

We use your personal information to:

  • Create, manage, and administer your Temporary Hardship Plan.
  • Communicate with your creditors on your behalf regarding hardship arrangements.
  • Verify your identity and assess your financial situation.
  • Process and distribute payments to your creditors.
  • Communicate with you about your plan, including updates and notifications.
  • Respond to your enquiries and provide customer support.
  • Improve our platform, services, and user experience.
  • Comply with legal obligations and regulatory requirements.

4. Disclosure of your information

We may disclose your personal information to:

  • Your creditors, as necessary to negotiate and manage your plan.
  • Financial counsellors or advisors, with your consent, to provide additional support.
  • External dispute resolution bodies (such as AFCA) if required to resolve a complaint.
  • Service providers assisting us — payment processors, hosting, identity verification.
  • Government agencies or regulators where required by law.

We will not sell, rent, or trade your personal information to third parties for marketing purposes.

5. Data security

We take reasonable steps to protect your personal information. Our measures include:

  • Encryption of data in transit (TLS/SSL) and at rest (AES-256).
  • Secure access controls and authentication for all systems.
  • Regular security assessments and vulnerability testing.
  • Staff training on data protection and privacy obligations.
  • Secure data storage within Australia using reputable cloud infrastructure.

6. Data retention

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, regulatory, and reporting requirements. When your information is no longer required, we will take reasonable steps to securely destroy or de-identify it.

7. Your rights

Under the Australian Privacy Principles, you have the right to:

  • Access the personal information we hold about you.
  • Request correction of any inaccurate, incomplete, or outdated information.
  • Request deletion of your personal information, subject to legal requirements.
  • Opt out of marketing communications at any time.
  • Lodge a complaint if you believe we have breached your privacy.

8. Cookies

Our website uses cookies and similar technologies to enhance your browsing experience, analyse traffic, and personalise content. You can manage cookie preferences through your browser settings. Disabling certain cookies may affect platform functionality.

9. Third-party links

Our platform may contain links to third-party websites or services. We are not responsible for their privacy practices. We encourage you to review the privacy policies of any third-party sites you visit.

10. Changes to this policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy with a revised “Last updated” date.

11. Complaints

If you believe we have breached the APPs or mishandled your personal information, please contact us. We will investigate your complaint and respond within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au.

12. Contact