Privacy Policy

Information we collect

Identity and contact details

• Name, address, email address and phone number

Student and service related information

• Student names, school year levels, course interests, enrolments and progress
• Payment and transaction details for courses and services you purchase or enquire about
• Your preferences for our services and your marketing preferences
• Feedback and survey responses

Digital information

• IP address and general location information derived from your IP address
• Search and browsing behaviour
• Website usage patterns
• Cookie preferences

Recordings

• Call recordings
• Records of meetings and decisions

Professional information for job applicants and workers

• Employment history and professional experience
• Required authorisations, licences and professional registrations
• Information about your right to work in the relevant jurisdiction

Franchise-specific information

• Credit history and credit checks for franchise applicants
• Financial capacity, business experience and franchise assessment information
• Guarantor information, business references and background checks
• Franchisee performance and compliance data
• Customer and employee information from franchise operations

Advertising measurement

We use Meta Pixel on our public website pages to measure how our advertising performs. It records that a page was viewed or an enquiry was sent, and it does not receive your name, email address, phone number or any information about your children. It is not used on ACROBO Learn, and it is switched off whenever a child is using the site. You can turn off this kind of tracking in your browser settings or in your Meta ad preferences.

How we collect personal information

• Directly from you: when you interact with us, contact us or fill out forms.
• Automatically: when you visit our website, use our technologies or interact with our online services.
• From third parties: service providers, business partners, credit reporting bodies, franchise consultants, business brokers, government organisations and people authorised by you.
• From publicly available sources: such as ASIC, other regulatory bodies and professional networking sites such as LinkedIn.

Why we collect, hold, use and disclose personal information

We collect and use your personal information to run our business and provide our services as set out below.

Business operations

• Manage our relationship with you as a parent, guardian, student, customer or supplier
• Process and deliver our courses, products and services
• Handle enquiries, support requests and communications
• Maintain accurate records for billing and administration
• Verify your identity when required or permitted by law

Communication and support

• Respond to questions and support requests
• Communicate important updates about our courses and services
• Manage participation in surveys, feedback sessions or events

Service improvement

• Conduct analytics and market research
• Improve our operations, courses, applications and platforms
• Understand how our services are used

Marketing and promotions

• Send promotional information about our courses, services and events
• Manage marketing preferences, competitions, promotions and special offers
• Provide additional benefits to customers

Employment purposes

• Assess employment applications and candidate qualifications
• Manage professional certifications, licences and employment records

Franchise management and operation

• Assess franchise applications, suitability and financial capacity
• Conduct credit checks and background verification
• Manage franchise agreements, relationships, performance and compliance
• Facilitate communication and data sharing across the franchise network
• Manage customer data and oversee employment practices at franchise locations

Legal and compliance

• Comply with legal obligations, court orders and legal processes
• Maintain required records and fulfil regulatory or reporting obligations
• Protect our legal rights and interests or act as authorised by law

Who we disclose your information to

We may disclose personal information to:

Service providers

• IT, data storage, web hosting and server providers
• Payment processors
• Marketing, advertising and analytics providers

Franchise network

• Franchisees for operations, customer service and course delivery
• The franchisor, related entities and franchise advisory groups
• Credit reporting bodies for franchisee assessment

Professional advisers

• Bankers, auditors, insurers, insurance brokers and legal advisers

Business partners

• Our existing or potential agents, business partners and contractors

Corporate transactions

If we merge with or are acquired by another company, or sell our business assets, your information may be disclosed to our advisers, a potential purchaser's advisers or included in transferred assets.

Legal and regulatory bodies

• Courts, tribunals, regulatory authorities and law enforcement officers

Other parties

• Third parties you have authorised
• Emergency services when necessary
• Other parties as required or permitted by law

Sharing within the franchise network

As part of our franchise operations, we may share personal information within our franchise network, including:

• Customer information with franchisees to deliver courses, services and orders
• Employee information where staff work across multiple locations
• Operational data to maintain consistent service standards
• Performance and compliance information with the franchisor

We require all franchisees to handle personal information in accordance with privacy laws and our privacy standards as set out in our franchise agreements and operations manuals.

Overseas disclosure

Storage and access

We store your personal information in Australia. However, your information may be accessed from or transferred outside Australia when our service providers or business partners are overseas, or when we use cloud-based services or data storage solutions.

Our approach to overseas disclosure

Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it in accordance with applicable law. We only send what is necessary, require appropriate contractual safeguards or comparable protections, and monitor how recipients handle information.

Your privacy rights and choices

Providing information

You can choose whether to provide personal information. If you do not provide certain information, we may not be able to provide some services. Ask us if you would like to know whether information is required or optional.

Access to your information

You can request access to the personal information we hold about you. We will respond within a reasonable time. We may charge a reasonable administrative fee for providing access. If we cannot provide access, we will explain why and explore other ways to share relevant information.

Correction rights

You can ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. We will take reasonable steps to correct it promptly. If we cannot make the correction, we will explain why and discuss alternatives. You can ask us to add a statement noting your requested correction.

Marketing communications

You can opt out of marketing communications at any time using the unsubscribe option in each message or by contacting us. We will process your request as soon as practicable.

Delete your account

You can ask us to delete your ACROBO account and the personal data associated with it at any time.

From the app

• Open the ACROBO app and go to Account.
• Tap Delete my account.
• Confirm the request. You will receive a reference number.

By email

Send a request to support@acrobo.com.au from the email address on your account, with the subject line "Delete my account".

What happens next

Your ACROBO centre confirms the request with you first, then our team carries out the deletion. This is normally completed within 30 days of your confirmation.

What is deleted

• Your parent profile: name, email address, phone number and postcode
• Your children's profiles and their course progress
• Your enquiry history and support requests
• Push notification registrations for your devices

What we keep

We keep records that Australian law requires us to retain, such as tax invoices and payment records, for the period required by law. These are kept only for that purpose and are then deleted.

Contact us or make a complaint

Contact us

support@acrobo.com.au
(02) 9161 7167
12 Ross Street, Parramatta NSW 2150

What to include: your full name, contact details, clear details about your request or complaint, and any relevant dates or reference numbers.

Our response

• Verify your identity before processing your request
• Investigate complaints thoroughly or process your rights request
• Respond in writing within reasonable timeframes and as required by law
• Explain our actions and keep you updated
• Not charge for making a request, except reasonable access fees where applicable
• Help you understand and exercise your rights

If you are not satisfied

You can ask for a review by our senior management or contact the Office of the Australian Information Commissioner on 1300 363 992 or at www.oaic.gov.au.

This process applies whether you want to access your information, correct it, change your marketing preferences or make a complaint about our privacy practices.

Protecting your information

We use multiple layers of security to protect your information.

Technical safeguards

• Enterprise-grade encryption for data storage and transmission
• Regular security testing and monitoring
• Automated threat detection systems

Operational security

• Staff training on security and privacy
• Strict access controls based on job requirements
• Regular security audits and testing of incident response procedures

Physical security

• Secure premises with controlled access
• Secure disposal of physical documents
• Equipment security protocols

Information you choose to share publicly online, such as comments or reviews, can be accessed and used by others. We cannot control or protect information you make publicly available.

How long we keep your information

We keep personal information only as long as needed for the purposes for which we collected it, or as required by law. When we no longer need it, we securely destroy or de-identify it.

Cookies and analytics

We use cookies, tracking pixels and similar technologies on our website and in emails to improve your experience and our services.

Cookies

• Small text files stored on your device
• Remember your preferences and enable website functions
• Make your interactions with our website more efficient

Tracking pixels

• Tiny, invisible images in web pages and emails
• Help us understand interactions and measure email engagement
• Enable more relevant content delivery

How we use these technologies

• Essential functions: remember login status, maintain session security, store preferences and enable core features
• Analytics and performance: measure traffic and understand navigation and website use
• Personalisation: remember preferences, tailor content and provide relevant recommendations

Your control

You can block or delete cookies in your browser, use privacy-focused browser extensions, block images in your email client and use available cookie preference settings. Blocking all cookies may affect website functionality.

Google Analytics

We use Google Analytics to understand how people use our website. Its cookies collect browsing activity. You can opt out of Google's advertising features through your Google account, browser add-ons or device privacy settings. Google's privacy pages explain how it uses data and the controls available to you.

Meta advertising tools

We use Meta advertising tools, such as Meta Pixel, to understand ad performance and show more relevant advertisements on Facebook and Instagram. You can manage whether information from our website connects with your Meta account in your Meta account preferences.

Artificial intelligence technologies

Overview

We use artificial intelligence and machine learning technologies in our operations and services, including tools provided by third parties. We only use these technologies when legally permitted and necessary for our business.

How we use AI

• Conduct analysis and data processing
• Generate and modify content and coding
• Improve services and automate routine tasks and communications
• Personalise services and support quality assurance and customer queries

Data protection and security

When we work with third-party AI providers, we require appropriate privacy safeguards. Information generated or inferred about you is treated as personal information and you retain the rights in this policy.

Transparency and control

• We will tell you when AI makes a decision that may significantly affect you
• We maintain human oversight and review of significant AI-generated decisions
• Staff are trained to understand limitations and verify outputs

Security and risk mitigation

• We use appropriate technical and organisational security measures
• We test and monitor AI outputs for accuracy and reliability
• We assess risks, address them and regularly review the impact of AI use

Amendments

We may update this policy by posting a revised version on our website. We recommend reviewing this page regularly to stay current with any changes.