How KeirEd handles personal information

Our approach

KeirEd provides tutoring and academic support for children, young people and families. We handle personal information carefully because tutoring often involves information about a student’s learning needs, goals, progress, family contacts and support arrangements.

This policy is designed to be clear, current and easy to access. It has been prepared with reference to the OAIC APP 1 guidance, which explains the topics an APP Privacy Policy should cover and the expectation that it is available free of charge, usually on a website.

You can contact us about this policy at Message KeirEd or on 0421 479 920.

What personal information we collect

The information we collect depends on how you interact with us. It may include:

• Parent, guardian and student names, contact details and preferred communication methods.
• Student year level, school, subjects, academic goals, learning needs, availability and tutoring preferences.
• Information about progress, attendance, session notes, homework, feedback and tutoring plans.
• Online lesson recordings, replay links, chat, whiteboard activity, platform attendance records and related session information.
• Billing, payment and account information, usually handled through our payment and administration providers.
• Records of enquiries, bookings, complaints, child-safety concerns and other communications with us.
• Website and technical information such as device type, browser type, IP address, pages viewed, referring pages, form submissions, cookie identifiers and marketing preferences.

We may collect sensitive information, such as information about health, disability, learning adjustments, NDIS-related support, wellbeing or safety, only where it is relevant to providing tutoring, responding to a concern, meeting our duties, or where we have consent or another lawful basis to do so.

How we collect and hold personal information

We usually collect personal information directly from a parent, guardian, student or person contacting KeirEd. This may happen through website forms, booking forms, email, phone, SMS, video calls, tutoring platforms, payment systems, customer support systems and ordinary service communications.

We may also receive information from tutors, staff, contractors, schools, referrers, carers or other support people where it is relevant to tutoring or a concern and the collection is appropriate in the circumstances.

We hold information in secure business systems, including tutoring administration, communications, form, payment, document storage, website, analytics and customer relationship systems. We take reasonable steps to limit access to people who need it for their role.

Online tutoring recordings

KeirEd’s approved online lesson platform automatically records online tutoring sessions. By booking, paying for, joining, or allowing a student to participate in an online tutoring session, you consent to that automatic recording.

We use online session recordings for session replay, student revision, quality assurance, complaint handling, child safety, training, legal compliance and service improvement. Recordings may contain student images, voices, learning information, chat, whiteboard activity, shared materials and other personal information.

If you do not consent to online session recording, do not book or join online tutoring. Contact KeirEd before the session to discuss whether an in-home or another non-online option is available. We cannot guarantee that an online session can proceed without recording.

Students, families and tutors must not make their own recordings, screenshots, downloads or copies of sessions unless KeirEd has approved it in writing and the correct consent or legal basis exists.

Website collection, analytics and cookies

When you use the KeirEd website, we may collect information through forms, cookies, analytics tools, advertising pixels, security tools and similar technologies. This helps us operate the website, respond to enquiries, understand which pages are useful, improve our content, prevent spam or misuse, and measure marketing activity.

Forms

Website forms may collect the details you type into the form, along with technical information such as submission time, page URL, browser information and spam-prevention signals. Form submissions may be processed through providers such as HubSpot or WordPress form tools.

Analytics and pixels

Analytics tools may collect information about pages visited, session duration, referral source, approximate location, device type and interactions with the site. Where advertising pixels or remarketing tags are enabled, they may help us measure ads and show KeirEd advertising on other websites or platforms.

Cookies

Cookies are small files or identifiers stored on your device. Some cookies are necessary for website security, performance and form functionality. Others may support analytics, advertising measurement or marketing. You can usually block or delete cookies through your browser settings, although some site features or forms may not work properly if necessary cookies are disabled.

How we use personal information

We use personal information for the purposes for which it was collected and related purposes you would reasonably expect. This may include:

• Responding to enquiries, recommending tutoring support and arranging planning calls.
• Matching students with tutors, scheduling sessions, managing accounts and processing payments.
• Delivering tutoring, monitoring progress, preparing lesson plans, providing feedback and supporting learning needs.
• Communicating with parents, guardians, students, tutors and staff about tutoring and service matters.
• Managing safety, child-safety concerns, complaints, privacy requests, incident records and legal or regulatory obligations.
• Improving our services, website, systems, training, quality assurance and marketing.

Who we may share information with

We do not sell personal information. We may disclose personal information where reasonably necessary for our services, operations or legal obligations. Recipients may include:

• KeirEd staff, tutors, contractors and service providers who need the information to perform their role.
• Technology providers for tutoring administration, online lessons, forms, customer relationship management, email, SMS, website hosting, analytics, advertising measurement, payment processing and document storage.
• Professional advisers, insurers, regulators, child protection authorities, law enforcement or other bodies where required or permitted by law.
• Schools, referrers, carers or support people where you have asked us to liaise with them, where it is appropriate for tutoring support, or where safety or legal obligations require it.

Some technology providers may store or process information outside Australia, including in countries such as the United States, the United Kingdom, member countries of the European Union, or other locations used by those providers. We take reasonable steps to use reputable providers and to protect information handled through those systems.

Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These steps may include access controls, password-protected systems, staff and tutor guidance, secure business platforms and limiting information access to what is needed.

No online system is completely risk free. If we become aware of a data breach that is likely to result in serious harm, we will assess and respond in line with our legal obligations.

We retain personal information for as long as needed for tutoring, service administration, legal, accounting, insurance, child-safety, complaint handling and record-keeping purposes. When information is no longer required, we take reasonable steps to delete it, de-identify it or securely archive it.

Access and correction

You can ask us to give you access to personal information we hold about you, or to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. We may need to verify your identity before responding.

To request access or correction, email Message KeirEd. We will respond within a reasonable time. If we cannot give access or make a correction, we will explain why where we are able to do so.

Marketing choices and opt-outs

We may use contact details to send relevant service updates, resources, offers or reminders where permitted. You can opt out of marketing emails by using the unsubscribe link in the message or emailing Message KeirEd. You can opt out of SMS marketing by following the instructions in the SMS, such as replying STOP where that option is provided.

Opting out of marketing does not stop essential service communications, such as booking, tutoring, payment, safety or account messages. You can also manage advertising preferences through your browser, device, Google, Meta or other platform settings.

Privacy complaints and concerns

If you are concerned about how KeirEd has handled personal information, please raise a privacy complaint through our Complaints / Raise a Concern page or email Message KeirEd.

Please include your name, contact details, what happened, when it happened and what you would like us to do. We will acknowledge your concern, review it and respond within a reasonable time. Privacy complaints can be handled separately from general service concerns and urgent child-safety concerns.

If a privacy complaint is not resolved after you have raised it with us, you may be able to contact the Office of the Australian Information Commissioner for further guidance.

Changes to this policy

We may update this Privacy Policy when our services, systems or information handling practices change. The latest version will be published on this page and will show the date it was last updated.