1. Who we are

 

We Are Here To Help (ABN 70 701 104 841) (“we”, “us”, “our”) operates the website wereheretohelp.com.au (including weareheretohelp.com.au) and a referral network that connects clients with independent professional service providers across property, finance, self-managed super, trusts, accounting, insurance and legal services (our “referral partners”).

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This policy describes how we collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Because our service involves passing your information to referral partners, we treat the Privacy Act as applying to us in full.

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2. What we collect

• Contact details — your name, email address, phone number and, where relevant, your suburb or postcode.

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• Enquiry details — whatever you choose to tell us about your situation and goals, for example that you're looking at a first home, an investment property, refinancing, or setting up an SMSF or trust. This can include general financial information you volunteer, such as your budget or timeframe.

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• Communications — records of emails, calls, messages and form submissions between you and us.

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• Technical data — information collected automatically when you visit our website, such as IP address, browser and device type, pages viewed and referring links (see “Cookies and analytics” below).

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We do not ask for, and please do not send us, sensitive information (such as health information) or credentials like passwords, tax file numbers or full bank account details. Any financial documents are provided by you directly to the relevant licensed professional, not to us.

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3. How we collect it

We collect personal information directly from you: through the enquiry and contact forms on our website, by email or phone, through social media messages, and in conversations with our team. We collect technical data automatically through our website platform and analytics tools. Occasionally a referral partner may pass your details back to us (for example, to confirm the status of an introduction you asked us to make).

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4. Why we collect it

• To respond to your enquiry and understand what you're looking for.

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• To introduce you to the referral partner(s) best placed to help — the core of our service.

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• To follow up on introductions and make sure you were looked after.

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• To operate, secure and improve our website.

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• With your consent, to send you occasional updates or helpful information (you can opt out at any time).

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• To meet our legal obligations and keep appropriate business records.

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5. Referrals — how sharing with our partners works

This is the part of our service where your information moves, so here it is plainly. When you ask us to connect you with a service — by submitting an enquiry, or by saying yes when we suggest an introduction — you consent to us passing your relevant details (typically your name, contact details and a summary of what you're looking for) to the specific referral partner for that service. We share what the partner needs to help you, not everything we hold.

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• We tell you who we are referring you to before or at the time of the introduction.

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• We may receive a referral fee or commission from a partner when an introduction leads to business. This does not change what you pay the partner. We're upfront about this because it's how our service is funded.

• Our referral partners are independent businesses with their own privacy policies and, where applicable, their own licensing and disclosure obligations (for example under credit and financial services laws). Once introduced, the information you give them directly is handled under their policy, not ours.

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• If you don't want to be referred to a particular partner, or want us to stop an introduction, tell us and we will.

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We never sell personal information, and we don't share it with anyone for their marketing.

 

6. Who else we share information with

We use a small number of service providers to run our business, and your information may be handled by them for us: our website and hosting platform (Wix.com Ltd), our email and productivity provider, our accounting and invoicing software, and website analytics services. These providers may only use your information to provide services to us. We may also disclose personal information where the law requires or permits it — for example to a court, regulator or law enforcement body.

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7. Overseas disclosure

Some of our service providers store or process data outside Australia. In particular, our website platform (Wix) operates data centres in locations including the United States, Europe and Israel. Where information is held overseas, we take reasonable steps to ensure it is handled consistently with the APPs, including by choosing reputable providers with strong privacy and security commitments.

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8. Cookies and analytics

Our website uses cookies and similar technologies provided through the Wix platform to make the site work, remember preferences, and measure how the site is used so we can improve it. Analytics information is collected in aggregated form and doesn't identify you personally. You can control or delete cookies through your browser settings; the site will still work, though some features may be limited.

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9. Marketing

If you've enquired with us or opted in, we may occasionally send you emails with updates or information we think is worth your time. Every marketing email includes an unsubscribe link, and you can also opt out any time by emailing contact@wereheretohelp.com.au. We comply with the Spam Act 2003 (Cth).

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10. Storage, security and retention

We hold personal information in secure, access-controlled systems (our website platform, email and business software). We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure — including strong passwords, multi-factor authentication and limiting access to the people who need it. No internet transmission is completely secure, so we can't guarantee absolute security.

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We keep personal information only as long as we need it for the purposes above or as the law requires (for example, business and tax records), and then take reasonable steps to delete or de-identify it. If we hold information we no longer need and are not required to keep, we destroy or de-identify it.

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If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

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11. Access and correction

You can ask us at any time for access to the personal information we hold about you, or ask us to correct it. Email contact@wereheretohelp.com.au and we'll respond within a reasonable time (usually within 30 days). We don't charge for making a request. In the rare cases where the law allows us to refuse access, we'll tell you why in writing.

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12. Complaints

If you think we've mishandled your personal information, please contact us first at contact@wereheretohelp.com.au — we take it seriously and will respond within a reasonable time. If you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner: www.oaic.gov.au or 1300 363 992.

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13. A note on advice

We are a referral and introduction service. Nothing on our website or in our communications is financial, credit, tax or legal advice, and we don't provide those services ourselves. Advice comes from the licensed professionals we introduce you to, under their own engagement terms. Our website may link to third-party sites; we aren't responsible for their content or privacy practices.

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14. Changes to this policy

We may update this policy from time to time — for example if our services, partners or legal obligations change. The current version will always be on our website with its effective date at the top. Significant changes will be flagged on the site.

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15. Contact us

We Are Here To Help  ·  ABN 70 701 104 841

Email: contact@wereheretohelp.com.au

Brisbane, Queensland, Australia