Privacy Policy

1. About this policy

ClaimHub Legal Pty Ltd (ABN to be confirmed) ("ClaimHub Legal", "we", "us", "our") is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy describes how we collect, hold, use and disclose personal information, including through our website, online chat service and related communications.

2. Information we collect

We may collect the following types of personal information:

• Identity information: your name, date of birth, gender
• Contact information: phone number, email address, postal address
• Matter information: details about your injury, employer, incident circumstances, medical treatment, WorkCover claim status and other information relevant to your legal matter
• Communication records: transcripts and records of conversations with our team, including through our online chat service
• Technical information: IP address, browser type, device information, pages visited, referring URLs and cookies (where analytics are enabled)
• Marketing information: referral source, campaign identifiers (UTM data) where you arrive via advertising or referral links

3. Our online chat service

Our website features an online chat service powered by artificial intelligence (AI) technology. When you use this service, please be aware that:

• The chat service uses AI to assist with initial enquiries and gather information about your situation. It is not a substitute for legal advice from a qualified solicitor.
• Information you provide during chat conversations (including your name, contact details, injury details and any other personal information) is collected and stored securely by ClaimHub Legal.
• Chat transcripts are retained for the purpose of providing legal services, quality assurance and improving our service.
• Your chat data is processed through third-party AI services (OpenAI). While we take reasonable steps to protect your information, data transmitted to these services is subject to their respective privacy policies. We do not use your personal information to train or fine-tune AI models.
• Chat conversations may be reviewed by our legal and client care team to ensure quality and accuracy of information provided.
• We recommend you do not share sensitive personal information such as claim numbers, medical record numbers, tax file numbers or financial account details through the chat service. For sensitive matters, please contact us directly by phone.

4. How we collect information

We collect personal information:

• Directly from you — through our online chat, website forms, phone calls, emails and in-person consultations
• From third parties — including WorkCover Queensland, medical practitioners, employers, insurers and other parties relevant to your matter (with your consent or as authorised by law)
• Automatically — through website analytics, cookies and similar technologies when you browse our website

5. How we use your information

We use personal information for the following purposes:

• To respond to your enquiry and assess your potential legal matter
• To provide legal services, including managing your claim and communicating with relevant parties
• To verify your identity and conduct conflict checks
• To contact you regarding your matter or our services
• To improve our website, chat service and client experience
• To comply with legal and regulatory obligations, including our obligations under the Legal Profession Act 2007 (Qld)
• For internal record-keeping, quality assurance and training purposes

6. Disclosure of information

We may disclose your personal information to:

• Our solicitors, counsel and other legal professionals engaged in your matter
• WorkCover Queensland, insurers and other parties relevant to your claim
• Medical practitioners and experts for the purpose of obtaining reports
• Courts, tribunals and regulatory bodies as required
• Our technology service providers (including hosting, email and AI services) who assist in delivering our services, subject to appropriate contractual protections
• Any other party where required or authorised by law

We will not sell, rent or trade your personal information to third parties for marketing purposes.

7. Data storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Our security measures include:

• Encrypted data transmission (SSL/TLS) across our website and chat service
• Secure database storage with access controls
• Regular security reviews of our systems and service providers
• Staff training on privacy and information security obligations

Some of your information may be stored on servers located outside Australia (including servers operated by our technology service providers). Where this occurs, we take reasonable steps to ensure overseas recipients handle your information in accordance with the APPs.

8. Cookies and analytics

Our website may use cookies and similar technologies to improve your browsing experience and to collect analytics data. You can manage cookie preferences through your browser settings. Disabling cookies may affect the functionality of certain website features.

9. Your rights

Under the APPs, you have the right to:

• Access your personal information held by us
• Request correction of inaccurate, out-of-date or incomplete information
• Withdraw consent for specific uses of your information (where consent was the basis for collection)
• Make a complaint if you believe your privacy has been breached

To exercise any of these rights, please contact us using the details below.

10. Complaints

If you have a complaint about how we handle your personal information, please contact us in the first instance. We will investigate your complaint and respond within a reasonable time. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

11. Contact us

For any privacy-related enquiries or requests, please contact:

ClaimHub Legal Pty Ltd
Phone: 1300 390 394
Email: admin@claimhublegal.com.au
Address: Christie Centre, Level 3, 240 Queen Street, Brisbane QLD 4000

12. Changes to this policy

We may update this policy from time to time. The most current version will always be available on this page. We encourage you to review this policy periodically.