MTM Privacy Policy
Oct 7, 2026 · @Mates That Matter
This policy explains how Mates That Matter collects, uses, stores and shares personal information. It covers health and disability information about the people who attend our events. We handle personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW) and the NDIS Code of Conduct.
1. Who we are
Mates That Matter Pty Ltd (ABN 68 629 185 477) runs social events in Sydney for adults building friendships and independence. Its address is S7, 37–43 Alexander Street, Crows Nest NSW 2065 (MTM, we, us).
This policy applies to everyone whose information we handle, including:
- Mates (the people who attend our events);
- parents, carers, nominees, support coordinators and plan managers;
- people who visit our website, fill in our forms or respond to our ads.
It does not cover our staff's employee records.
2. What we collect
We only collect what we need to match Mates with peers, run safe events, and bill for our services.
| Type | Examples |
|---|---|
| Contact and identity | Name, email, phone, address, date of birth, emergency contacts |
| Enquiry details | Who is enquiring (self, family member, friend), independence level, NDIS status, your description of your current week |
| Funding and billing | NDIS number, plan type and plan manager details, funding categories, invoices; for self-funded members, payment details (held by Stripe, not by us) |
| Matching and participation | Interests, preferred locations, how you travel, events booked and attended, RSVP history |
| Health and disability (sensitive) | Diagnoses or support needs you tell us about, medical and dietary needs, medications relevant to safety at events, NDIS goals |
| Event reports | Notes Hosts and Mates write after each event about participation and progress, and any incident reports |
| Photos and video | Images taken at events, used in marketing only with consent |
| Website and ads | Pages visited, device and browser, and which ad brought you to us |
Sensitive information. We only collect health and disability information with your consent, or where the law allows (for example, in an emergency). You do not have to give it to us. If you don't, we may not be able to support you safely at events.
Dealing with us anonymously. You can ask general questions without giving your name. We need to identify you before you can attend events.
3. How we collect it
We collect most information directly from you through:
- our website and discovery call form;
- phone calls and SMS;
- our onboarding forms and Service Agreement;
- the MTM member app;
- conversations at events.
We may also collect it from a parent, carer, nominee, support coordinator or plan manager you have authorised to deal with us. Hosts also record information in post-event reports.
Cookies, pixels and advertising. Our website may use cookies and similar tools, such as the Meta Pixel and Google Analytics. These tell us how people use the site and how well our ads perform. Meta may use this data to show you our ads on Facebook and Instagram. We do not send health or disability information to advertising platforms. You can block cookies in your browser settings, and you can change your ad preferences in your Meta account.
4. How we use and share it
We use personal information to:
- assess fit and match Mates with peers;
- plan, staff and run events safely;
- record progress and report against NDIS goals;
- invoice NDIS plans and plan managers, and charge self-funded members;
- contact you about events, bookings and your account;
- meet our legal and NDIS obligations;
- improve our services.
Marketing. We may send you news and offers. You can unsubscribe from any email, or reply STOP to any SMS.
Who we share it with.
| Who | Why |
|---|---|
| Hosts and the MTM office team | To run events and support you |
| Parents, carers or support coordinators | Only with the Mate's consent, or where the person is the Mate's legal nominee or guardian |
| Plan managers and the NDIA | To claim payment and meet NDIS requirements |
| Service providers | Software and services that store or process data for us, such as our CRM, member app, payments, forms, email, phone, SMS and automation tools (section 5) |
| Authorities | When required by law, or to prevent a serious threat to someone's life, health or safety |
We do not sell personal information.
AI and automated tools. We use software, including AI tools, to help draft event summaries and progress reports, and to organise our records. A staff member reviews this output before it is used or shared. We do not use automated systems to make decisions that significantly affect you, such as accepting or ending your membership, without a person making the final decision.
5. Storage, security and overseas providers
We store personal information electronically with cloud providers. We protect it with access controls, two-factor authentication and staff confidentiality obligations, and staff only see what they need for their role.
Overseas storage. Some of our providers store data outside Australia, mainly in the United States. We take reasonable steps to make sure these providers protect personal information in line with Australian privacy law.
Retention. We keep records of services delivered to Mates, including health information, for at least 7 years after our last service, as required by NDIS and NSW health records rules. After that, we securely delete or de-identify them. Enquiries that do not lead to membership are deleted after 12 months.
Data breaches. If a breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.
6. Your rights and complaints
You can ask to see or correct the personal information we hold about you at any time. There is no charge. We will respond within 30 days and explain if we cannot agree to a request.
Contact our Privacy Officer.
- Phone: 0481 347 335
- Email: oli@matesthatmatter.com
- Post: Privacy Officer, Mates That Matter, S7, 37–43 Alexander Street, Crows Nest NSW 2065
Complaints. We will acknowledge a privacy complaint within 5 business days and aim to resolve it within 30 days. If you are not satisfied, you can complain to:
- the Office of the Australian Information Commissioner on 1300 363 992;
- the NSW Information and Privacy Commission, for health information;
- the NDIS Quality and Safeguards Commission, if you are an NDIS Participant.
Changes to this policy. We may update this policy from time to time. The current version is always on our website.