Privacy Policy

Privacy Policy

How Interact Support collects, uses and protects your personal information.

Effective from 30 May 2026. We may update this policy from time to time – the most recent version is always at interact.support/privacy-policy.

Who we are

Interact Support Inc is an Australian incorporated association and not-for-profit social enterprise. We operate two mediation services: Interact Online (Family Dispute Resolution) and Interact Community Dispute Resolution Service (ICDRS), along with related courses, resources and community work.

This Privacy Policy applies to Interact Support Inc and both of its services. It explains what personal information we collect, how we use it, who we share it with, and your rights under Australian privacy law.

We are committed to handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What information we collect

The personal information we collect depends on how you interact with us:

When you contact us or fill in a form

If you contact us through our website, email, phone or any of our online forms (including the “Ask a Mediator” form, enquiry forms and mailing list signups), we collect your name, contact details (email, phone), and the content of your enquiry.

When you use our mediation services

To deliver Family Dispute Resolution or community mediation we collect additional information including: identifying information for you and other participants, contact details, details about the issues to be mediated, family law history relevant to the matter (for FDR), details about any children involved (for parenting FDR), financial information (for property settlement FDR), and notes taken by your mediator. This information may be considered sensitive information under the Privacy Act.

Information collected for the FDR process is also subject to the strict confidentiality and inadmissibility protections in sections 10H and 10J of the Family Law Act 1975 (Cth). The exceptions to FDR confidentiality are explained in our Agreement to Mediate.

When you pay for a service

When you pay for a mediation session, course or other product, our payment processor collects the information needed to process your payment, including your name, billing details and card details. We do not store full card details on our servers – payment information is handled directly by our payment processor.

When you enrol in a course

If you enrol in New Ways for Families or any of our other online courses, we collect the information needed to set up your enrolment. Course delivery is managed through our learning platform, Thinkific. Your course work and exercise responses are treated as private – we do not routinely review them, and we do not share them with your co-parent, a court, or any other person unless you choose to share them yourself or we are required to by law. As the account administrator, we have technical access to course activity, but we only access individual responses where there is a genuine need (for example, to provide support you have requested or to meet a legal obligation).

When you visit our website

When you visit interact.support our web hosting provider records standard server information including your IP address, browser type, the pages you visit and the time of visit. This is used to keep the website running and secure.

We use cookies on our website. Most are technical cookies required for the site to work (for example, to keep you logged in or remember a form you’ve started). You can disable cookies in your browser settings, but some parts of the site may not work properly without them.

Google services and analytics

We use Google services (which may include Google Search Console and Google Analytics) to understand how our website is being used and to help us improve it. Google Analytics collects aggregated, mostly de-identified information about visitors – for example, which pages are most popular and which devices people are using. We may expand our use of Google services in the future. Google’s own privacy practices are described at policies.google.com/privacy. You can opt out of Google Analytics tracking using Google’s browser opt-out tool.

How we use your information

We collect and use personal information only for purposes that are reasonably necessary for our work, including:

  • Replying to your enquiries and providing information about our services.
  • Delivering mediation services, including pre-mediation, joint mediation and follow-up, and (where appropriate) issuing Section 60I Certificates.
  • Processing payments and providing receipts.
  • Enrolling you in and supporting your access to courses.
  • Sending you information you have asked for, including newsletter content if you have signed up.
  • Improving our services, including reviewing complaints, feedback and continuous-improvement records.
  • Meeting our legal and regulatory obligations, including under the Family Law Act 1975 and the regulations governing accredited FDR practitioners.

Who we share it with

We do not sell your personal information. We share it only with the people and organisations who help us deliver our services, as required by law, or with your consent.

Our service providers

  • HubSpot – our customer relationship management (CRM) and forms platform. We use HubSpot to manage enquiries, contacts and newsletter subscribers. HubSpot stores data on servers located in the United States. We have a signed Data Processing Agreement with HubSpot governing how it handles personal information on our behalf.
  • Stripe – our payment processor. Stripe handles cardholder information directly under PCI-DSS standards.
  • Our hosting and email providers – who host our website, store our work emails and handle technical operations on our behalf. Our work email is provided through Microsoft 365.
  • Our online course platform – which delivers self-paced courses including New Ways for Families.

Family Dispute Resolution disclosure

If you are using our FDR service, information collected for the FDR process is governed by the confidentiality rules in the Family Law Act 1975 (Cth). We may need to disclose information in limited circumstances set out in that Act and in our Agreement to Mediate, including:

  • Mandatory reporting where a child is at risk of harm.
  • Duty of care where there is a serious and imminent threat to the life, health or property of a person.
  • To report or prevent the commission of certain criminal offences.
  • To respond to a legal request from an Independent Children’s Lawyer (ICL).
  • To properly issue a Section 60I Certificate.
  • For professional supervision (usually de-identified).

Other disclosures

We may also disclose personal information where we are required or authorised to do so by law (for example, in response to a valid court order or a request from a regulatory authority), or with your consent.

Sending information overseas

Some of our service providers store personal information on servers located outside Australia. In particular, HubSpot and Stripe store data on servers located in the United States. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the recipient handles it in a way consistent with the Australian Privacy Principles – for example, through the data protection terms in our contracts with these providers and their own published privacy and security standards.

How long we keep information

We keep personal information only for as long as we need it for the purpose it was collected, or for as long as the law requires us to keep it – whichever is longer.

For Family Dispute Resolution and mediation records, we keep materials for a minimum of two years from the close of the matter, in line with regulatory expectations for accredited FDR practitioners and mediators. Records are disposed of confidentially when they are no longer required.

For general enquiries that don’t lead to a service engagement, we generally remove records within twelve months unless you have asked to stay on our mailing list.

You can ask us to remove information about you sooner – see “Your rights” below.

Keeping information secure

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes using up-to-date hosting and CRM platforms with their own security measures, using strong passwords and two-factor authentication on our staff accounts, and limiting access to client records to the people who need them.

If we ever become aware of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner in line with the Notifiable Data Breaches scheme.

Your rights

Under the Australian Privacy Principles, you have the right to:

  • Access the personal information we hold about you.
  • Ask us to correct information that is inaccurate or out of date.
  • Ask us to delete information we no longer need (subject to our legal obligations).
  • Withdraw consent at any time for things you previously consented to (for example, being on our mailing list).
  • Make a complaint about how we have handled your personal information – see below.

To exercise any of these rights, email us at office@interact.support. We will usually respond within 30 days.

Complaints

If you have a concern about how we have handled your personal information, please contact us first at office@interact.support. We take privacy concerns seriously and will work with you to resolve them.

If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner:

Contact

For any questions about this Privacy Policy or about how we handle your personal information, please contact:

Interact Support Inc
Email: office@interact.support
Web: interact.support/contact-us

Scroll to Top