Privacy Policy

Puzzle to Paddock ("Puzzle to Paddock", "we", "us", "our") connects Australian families with nannies, au pairs, and NDIS-registered allied health and support professionals. We are committed to handling personal information — including information about children and NDIS participants — in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

If you have any questions about this policy or how we handle your information, contact our Privacy Officer at hello@puzzletopaddock.com.au.

The personal information we collect depends on how you interact with us, and may include:

• Contact and identity details: name, email address, phone number, home address and location.
• Family and household information: details about your children (including age, care needs, routines and preferences), household circumstances, and care requirements.
• Nanny, au pair and professional details: work history, qualifications, certifications, references, visa status, Working With Children Check and police check results, and (where relevant) NDIS worker screening clearance.
• NDIS and health-related information: where you engage us in connection with NDIS or allied health support, we may collect sensitive information such as disability status, support needs, NDIS plan details and relevant health information. We only collect this with your consent and only to the extent needed to make an appropriate match or referral.
• Communications: records of enquiries, registration form submissions, emails, phone calls and messages (including via WhatsApp) with our team.
• Technical information: limited website usage data (such as pages visited) where our site or analytics tools collect this automatically.

We generally collect personal information directly from you — for example, when you submit our registration or contact forms, book a call, or communicate with us by phone, email or WhatsApp. In some cases, and with your consent, we may collect information from third parties such as referees, Working With Children Check registers, or a family/participant referring a professional to us.

We use personal information to:

• Assess and facilitate suitable matches between families, children, and care or allied health professionals;
• Verify identity, qualifications, and safety-screening documents (e.g. WWCC, police checks, NDIS worker screening);
• Respond to enquiries and provide customer support;
• Communicate updates, scheduling, and service-related information;
• Send newsletters or marketing communications, where you have opted in (you can unsubscribe at any time);
• Meet our legal, regulatory and NDIS compliance obligations; and
• Improve our services and website.

We do not sell personal information. We only disclose personal information as described in this policy or with your consent.

We may disclose personal information to:

• Families, nannies, au pairs, and allied health/support professionals, to the extent necessary to arrange an introduction or placement;
• Our service providers, including our CRM (Airtable), scheduling (Calendly), communications (email and WhatsApp) and website hosting providers, who process information on our behalf;
• Working With Children Check and police check verification services, and, where applicable, the NDIS Quality and Safeguards Commission or NDIS Worker Screening units;
• Professional advisers (e.g. legal or accounting) where necessary; and
• Regulators or authorities where required or authorised by law.

Some of our service providers (including our CRM and scheduling providers) may store or process personal information on servers located outside Australia. Where this occurs, we take reasonable steps to ensure those providers handle personal information consistently with the Australian Privacy Principles.

Because our services involve arranging care for children, we may collect personal information about children from a parent or guardian. We only collect the minimum information about a child necessary to make an appropriate and safe match, and we do not knowingly collect personal information directly from children without parental or guardian involvement.

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. We retain personal information only for as long as reasonably necessary to fulfil the purposes described in this policy, or as required by law (including NDIS record-keeping obligations), after which it is securely deleted or de-identified.

You may request access to, or correction of, the personal information we hold about you by contacting our Privacy Officer at hello@puzzletopaddock.com.au. We will respond within a reasonable time.

If you have a complaint about how we have handled your personal information, please contact us first so we can investigate. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Our website may use cookies or similar technologies to understand how visitors use our site and to improve functionality. You can control cookies through your browser settings.

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a revised "last updated" date.

Puzzle to Paddock, Sydney, NSW, Australia
Email: hello@puzzletopaddock.com.au