Privacy Policy

You are trusting us with information about your family at a difficult time. This page explains exactly what we collect, who we give it to, and what control you have over it.

Last updated 14 August 2026

• We collect your contact details and information about the care you or your family member need.
• We share those details with aged care providers so they can contact you about services. That is the whole point of the service — but you should know it before you fill in a form.
• Providers pay us a referral fee if you go ahead with them. Families never pay us anything.
• You can ask us for a copy of your information, ask us to correct it, or ask us to delete it, at any time.

Who we are

WithSally is an aged care comparison and referral service operated by WithSally Pty Ltd (ACN 701 390 918 · ABN 86 701 390 918). In this policy, “we”, “us” and “our” mean WithSally Pty Ltd.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy explains how we handle personal information, including health information, in accordance with those obligations.

We are not a provider of aged care services. We do not deliver care, and we do not own, operate or hold any financial interest in any provider we refer you to.

What information we collect

When you use our enquiry form or enquiry pop-up, we collect:

• Contact details — your name, phone number and email address.
• Location — the suburb or postcode where care is needed.
• Details about the care needed — the type of care, who it is for and your relationship to them, the current situation, the funding or package level, how urgently care is needed, and any preferred language.
• Reasons for switching provider — if you tell us you are moving from an existing provider.
• Anything else you tell us — including during a phone call with one of our advisers, or by email.

When you browse the site we also collect technical information automatically — see cookies and analytics.

Health and sensitive information

Information about a person’s care needs, medical conditions, disability or aged care assessment is health information, which the Privacy Act treats as sensitive information and protects more strictly than ordinary personal information.

We only collect health information where it is reasonably necessary for us to match you with suitable providers, and only with your consent. By submitting an enquiry form, or by giving us this information over the phone, you consent to us collecting it and disclosing it to aged care providers for the purpose of them contacting you about their services.

Information about someone else

Many people contact us on behalf of a parent, partner or relative. If you give us information about another person, you confirm that you are authorised to do so, and that you have made them aware that their information will be shared with aged care providers who may contact them.

How we collect it

We collect personal information:

• directly from you through forms on this website;
• directly from you when you call us, or when one of our advisers calls you back;
• from you by email or through our contact page; and
• automatically through cookies and analytics when you browse the site.

We do not buy contact lists, and we do not collect your information from third-party data brokers.

Why we collect it

We use your personal information to:

• understand what care you or your family member need;
• identify aged care providers that may be suitable, and introduce you to them;
• contact you to discuss your options;
• answer your questions and provide general information about aged care;
• administer referral fees payable to us by providers, including confirming whether a referral resulted in services commencing;
• improve our website and understand how people use it; and
• meet our legal and record-keeping obligations.

Who we share it with

The information we give a provider includes your name, contact details, location, and the care information you have given us. We only share your details with providers who have agreed in writing to handle your information in accordance with the Privacy Act.

We may also disclose your information to:

• Our technology suppliers — including our cloud hosting, database, email and customer relationship management providers, who store and process information on our behalf.
• Our professional advisers — such as lawyers or accountants, where reasonably required.
• Government agencies, courts or regulators — where we are required or authorised by law to do so.

We do not sell your personal information, and we do not disclose it to third parties for their own marketing purposes.

How we are paid

WithSally is free for families. We are paid a referral fee by the aged care provider if you go on to receive services from a provider we introduced you to.

Every provider in our network pays us on the same fee structure, so we have no financial reason to steer you toward one provider over another. You can read more about how this works on our how we work page.

Cookies and analytics

We use Google Analytics to understand how visitors use our website — for example which pages are read most, and where visitors arrive from. This is collected through cookies and similar technologies, and includes information such as your approximate location, device type, browser, pages viewed and time spent on the site.

We use this information in aggregate to improve the site. We do not use it to identify you personally, and we do not combine it with the details you submit through our enquiry forms.

You can block or delete cookies through your browser settings, and you can opt out of Google Analytics using the browser add-on Google provides at tools.google.com/dlpage/gaoptout. Blocking cookies will not stop you using the site.

Overseas disclosure

The enquiry information you submit is stored on Australian servers, in Amazon Web Services’ Sydney region.

Some of our suppliers may store or process information outside Australia. In particular, Google Analytics may process website usage data in the United States and other countries where Google operates. Where we disclose information overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.

How we store and protect it

Your information is transmitted over an encrypted connection and stored in access-controlled cloud infrastructure. Access is limited to those who need it to do their job.

No method of transmission or storage is completely secure. While we take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, we cannot guarantee absolute security.

How long we keep it

We keep your information for as long as we need it for the purposes described in this policy, and for as long as we are required to keep records by law — including records relating to referral fees.

When we no longer need it, we take reasonable steps to destroy it or permanently de-identify it. If you ask us to delete your information earlier, we will do so unless we are required to keep it.

Accessing and correcting your information

You have the right to ask for a copy of the personal information we hold about you, and to ask us to correct it if it is wrong, out of date or incomplete.

Email hello@withsally.com.au and we will respond within 30 days. We may need to verify your identity first. There is no charge for making a request, though we may charge a reasonable fee if a request requires significant work.

If we refuse a request, we will tell you why in writing and explain how to complain.

Marketing and opting out

If you have enquired with us, we may contact you about your enquiry and send you information we think is useful about aged care. Every marketing email includes an unsubscribe link, and you can ask us to stop contacting you at any time by emailing hello@withsally.com.au.

Opting out of marketing does not stop a provider we introduced you to from contacting you — you would need to ask that provider directly.

Data breaches

If a data breach occurs that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

Complaints

If you think we have mishandled your personal information, please tell us first so we can try to fix it. Email hello@withsally.com.au with the details. We will acknowledge your complaint and respond within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:

• Online at oaic.gov.au
• By phone on 1300 363 992

Changes to this policy

We may update this policy from time to time. The current version is always available on this page, and the date it was last updated is shown at the top.

Contact us