Privacy policy

Last updated: January 9, 2026

We're The Glue Pty Ltd trading as Assistive Tech (ABN 14 612 411 668) operates this store and website, including all related information, content, features, tools, products and services (together, the “Services”), to provide you with a secure and convenient shopping experience.

Assistive Tech is powered by Shopify, which helps us run our online store (including checkout, payments and order processing). This Privacy Policy explains how we collect, use, and disclose your personal information when you visit or use the Services, make a purchase or other transaction, or contact us.

If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy applies to the collection, processing and disclosure of personal information.

Please read this Privacy Policy carefully. By using or accessing the Services, you acknowledge that you have read and understood how we handle your information as described below.

1. Personal Information We Collect or Process

When we use the term “personal information”, we mean information that identifies you or could reasonably be linked to you (or another person). It does not include information that is anonymous or has been de-identified so it can’t reasonably identify you.

Depending on how you interact with the Services, where you live, and as permitted or required by law, we may collect or process the following categories of personal information (including inferences drawn from it):

• Contact details: such as your name, address, billing address, shipping address, phone number, and email address.
• Payment and transaction details: such as payment method, payment confirmation, transaction details, and limited payment information required to process your order (note: payment processing is handled by payment providers — we do not store full card numbers).
• Account information: such as your username, password, preferences and settings.
• Shopping and order information: such as the items you view, add to cart or wishlist, purchase, return, exchange or cancel, and your order history.
• Communications with us: such as what you provide when you contact our customer support team.
• Device information: such as your device type, browser, network connection, IP address, and other identifiers.
• Usage information: such as how and when you interact with or navigate the Services.

2. Personal Information Sources

We may collect personal information from the following sources:

• Directly from you: when you create an account, place an order, contact us, or otherwise provide information to us.
• From your authorised representatives: including Allied Health Professionals, Plan Managers and Support Coordinators.
• Automatically through the Services: when you browse or use our website, including through cookies and similar technologies.
• From our service providers: who help us operate the Services and provide features such as payments, shipping, customer support and analytics.
• From partners or other third parties: where permitted by law and relevant to providing the Services (for example, advertising or analytics partners).

3. How We Use Your Personal Information

Depending on how you interact with us or which Services you use, we may use your personal information to:

• Provide, tailor, and improve the Services: This includes processing payments, fulfilling orders, managing your account, remembering preferences, arranging shipping, managing returns and exchanges, enabling reviews, and recommending products you may be interested in.
• Market and advertise: This includes sending promotional communications (where permitted) and showing you relevant advertising on our website and elsewhere, including based on your activity on the Services.
• Keep the Services secure and prevent fraud: This includes authenticating accounts, detecting and investigating suspicious or potentially illegal activity, and protecting customers and the Assistive Tech business.
• Communicate with you: This includes providing customer support and responding to enquiries.
• Communicate with your authorised representatives: This includes your allied health professionals, plan managers and support coordinators with your consent.
• Communicate with the NDIA & NDIS Commission: For regulatory compliance, audits, payment processing and to support payment integrity and fraud investigations.
• Meet legal and regulatory obligations: This includes complying with laws, responding to lawful requests, and enforcing our terms and policies.

4. Use of Artificial Intelligence (AI)

We use artificial intelligence (AI) in limited, practical ways to help our team work efficiently and to improve customer service. AI is used as an assistance tool — our team remains responsible for decisions and customer outcomes.

Customer support and communications

When you contact us (for example by phone, email, or chat), we may use AI-enabled features to help our customer support team. These features may be used to:

• transcribe customer service phone calls;
• create internal call summaries to help with quality assurance, training, and record-keeping; and
• summarise and help manage customer support conversations (including via Zendesk) so our team can respond faster and more consistently.

AI-generated summaries are reviewed by our team and used as a support tool only. Final decisions, responses, refunds/returns outcomes, and other actions are made by a human team member.

Accuracy and human oversight

AI can sometimes make mistakes or miss context. We apply human oversight and do not rely solely on AI-generated information when making decisions that affect customers.

Data handling and safeguards

Where AI tools process personal information, we handle that information in line with this Privacy Policy and applicable Australian privacy laws. We use reasonable technical and organisational measures designed to protect personal information and restrict access to authorised personnel.

We do not use customer support calls, transcripts, or customer messages processed through these AI features to train public or open AI models.

5. How We Disclose Personal Information

We may disclose your personal information to third parties for legitimate purposes consistent with this Privacy Policy, including:

• The NDIA and NDIS Quality and Safeguards Commission: As a registered provider, we disclose information to the National Disability Insurance Agency (NDIA) and the NDIS Commission for regulatory compliance, mandatory audits, and payment processing. This includes sharing data to support payment integrity and participate in fraud investigations as required by the National Disability Insurance Scheme Act 2013.
• Service Providers: Shopify and other vendors who help us run our business and provide services (such as secure payment processing, data analytics, customer support, and cloud hosting/storage).
• Logistics and Fulfilment: Shipping partners and couriers to ensure the delivery of your assistive technology and communication devices.
• Marketing and Advertising Partners: We may work with partners to provide marketing services and show you relevant advertising. These partners handle information in accordance with their own privacy notices.
• With Your Direction or Consent: For example, where you request that we share information with your Support Coordinator, Plan Manager, or Allied Health professional to facilitate your equipment trial or purchase.
• Legal and Business Transactions: Where required or permitted by law (including subpoenas, warrants, and similar requests), to enforce policies, protect rights and safety, or in connection with a business transaction (such as a merger, restructure, or insolvency).

6. Relationship with Shopify

The Services are hosted by Shopify. Shopify collects and processes personal information about your access to and use of the Services to provide and improve the platform. Shopify may use automated and AI-assisted technologies to help operate, secure and improve its services, including features related to fraud prevention, analytics, customer experience and personalised shopping functionality.

Information you submit through the Services will be transmitted to and shared with Shopify and may also be shared with third parties (including those located outside your country) to provide and improve the Services. To learn more, you can visit the Shopify Consumer Privacy Policy.

7. Children's Data and NDIS Participants

Due to the nature of our services providing assistive technology and communication devices, we frequently process the personal and sensitive information of children. We only collect this information where it is provided by a parent, legal guardian, or authorised representative (such as a Support Coordinator) for the purpose of fulfilling NDIS requirements and equipment provision.

What we collect: This may include a child’s name, NDIS plan details, and specific functional requirements related to their communication devices. This data is used solely to ensure the technology is configured correctly and that NDIS funding is appropriately applied.

Parental Rights: If you are a parent or guardian and believe we have collected information about your child without your consent, or if you wish to review or request the deletion of your child’s data, please contact us. Please note that certain data must be retained for NDIS auditing and compliance purposes as required by law.

8. Data Residency and International Transfers

NDIS Data Sovereignty: In accordance with NDIS requirements and the Privacy Act 1988, all sensitive NDIS participant data, including NDIS numbers, health assessments, and funding information, is stored and processed exclusively on servers located within Australia.

General Website Data: For non-sensitive information (such as general website analytics or order processing through Shopify), your personal information may be transferred, stored, and processed outside of Australia. In these instances, we ensure that our service providers adhere to strict data protection standards that are consistent with the Australian Privacy Principles.

9. Security and Retention of Your Information

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. We keep personal information only for as long as needed for legitimate business purposes, and to meet legal, accounting, tax, and regulatory obligations (including NDIS record-keeping requirements).

10. Your Rights, Choices and Complaints

You may request access to, or correction of, the personal information we hold about you. If you have a complaint about how we handle your personal information, please contact us using the details below.

NDIS Participants: If you are an NDIS participant and feel your privacy has been breached, you have the right to lodge a complaint directly with the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au or 1800 035 544.

General Privacy Concerns: You may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

11. Contact Us

If you have any questions about this Privacy Policy, please contact us:

Assistive Tech
Email: support@assistivetech.com.au
Address: 19 David Avenue, North Ryde, NSW, 2113, Australia