PRIVACY
Balance2life takes your right to privacy seriously and we are committed to fulfilling our obligations under the Australian Privacy Act 1988 (Cth) (the Privacy Act), including the Australian Privacy Principles (APPs) and all other relevant laws and regulations relating to privacy and personal information. The APPs regulate how we may collect, use, disclose and store your personal information. The APPs also provide how you may access and correct the personal information we hold about you.
About this statement
This Privacy Statement applies to personal information that Balance2life Group Pty Limited ("Balance2life" or "we") collects through the Smarthub platform and our website, www.balance2life.com.au (together, the "Online Platform").
It doesn't apply to any website or service that doesn't display or link to it. If a particular service refers or links to a different privacy policy, that policy applies instead of this one.
When used in this statement, the term "personal information" has the meaning given to it in the Privacy Act. In general terms, it is any information or opinion that can be used to identify, or reasonably identify, you.
To give you access to the Smarthub, we only need your name and email address. As you use the platform, you may choose to give us more, such as:
- your profession, occupation or job title
- your goals, personal characteristics and opinions
- answers to wellbeing assessments and pulse surveys, which cover work habits, mindset and behaviours
- reflections and conversations with the Leading WELL AI coach, if you choose to use it
- usage data (see below).
Members have a profile automatically generated for them. This profile can be viewed at any time and is always set to private by default.
Participation with Balance2life is completely optional. You can decline any request to provide personal information beyond your name and email address. Choosing not to provide information means it won't be collected or used.
We don't collect sensitive information (as defined in the Privacy Act), including health information. Please don't enter sensitive information, such as details about your health, into free-text fields or the AI coach.
Usage data
When you use the Online Platform, your browser or device automatically sends us information ("Usage Data"). This may include your IP address, browser type and version, the pages you visit, the time and date of your visit, the time spent on those pages, your device type and operating system, unique device identifiers and other diagnostic data. We use Usage Data to run, secure and improve the Online Platform.
Our use and disclosure of your personal information depends on the program or service you or your employer take up. We won't use or disclose your information for a purpose unrelated to those programs and services, or outside your reasonable expectations, unless:
- we are required or authorised to do so by law; or
- you have consented.
We use the information we collect to:
- set up your registration and manage your individual user account
- provide and maintain the Online Platform, and notify you about changes to it
- provide the programs, interactive features and content you or your employer have chosen
- administer your employer's corporate account, including providing requested services and billing
- send program emails and reminders (all of which are opt-in)
- respond to your correspondence and inquiries, and provide member support
- request your feedback on our programs and services
- monitor usage and analyse how the Online Platform is used, so we can improve it
- detect, prevent and address technical issues, fraud and misuse
- keep the Online Platform secure and protect our rights and property.
Marketing
We only send newsletters, campaigns or promotional material if you opt in to receive them. You can opt out at any time through your member profile page or the unsubscribe link in any email.
We don't sell, trade or rent your personal information.
We share personal information with our service providers only as needed to provide the Online Platform. Our main service provider is Microsoft, which hosts the Smarthub and its AI feature in Australia under contractual data protection terms.
We only disclose personal information to law enforcement or other authorities where we are required or authorised to do so by law. Unless the law prevents us, we'll let your employer know.
Overseas disclosure
Personal information collected through the Smarthub is stored and processed in Australia. We don't disclose it to recipients outside Australia.
Data reporting to your employer
Balance2life may combine information collected through the Online Platform and remove identifiers, so that it neither identifies nor can be used to identify any individual ("Aggregated Data"). Because it can't be used to identify any specific individual, Aggregated Data is not personal information.
Your employer can receive reports on the overall profile of its users and on engagement levels. Any information shared with employers is aggregated, de-identified data, and individual users are never identified in these reports. Reports can be broken down into subgroups, such as departments. To protect anonymity, reports aren't shown for groups of fewer than 20 users.
AI features
The Smarthub has one AI feature: the Leading WELL AI coach, a thinking partner that supports participants as they complete the Leading WELL e-learn.
- The coach is switched off by default. It's only enabled for an organisation at that organisation's request.
- Using it is optional. You can complete the e-learn without it.
- It runs on Microsoft's Azure OpenAI Service in Australia, so your conversations are processed and stored in Australia.
- Your conversations aren't used to train AI models, by us or by Microsoft.
- The coach doesn't provide mental health support, counselling or diagnosis.
- You can ask us to delete your conversation history at any time.
For more detail, see our AI Use Statement in the Smarthub Help Centre.
We use appropriate data collection, storage and processing practices and security measures to protect your personal information, username, password and data against unauthorised access, alteration, disclosure or destruction.
All data exchanged between the Online Platform and its users travels over industry-standard Transport Layer Security (TLS). There is no non-TLS option for connecting to Balance2life; all connections are made securely over HTTPS. All data is encrypted both in transit and at rest, using AES-256 encryption at rest, and all internal message queues are encrypted using AES-256 GCM.
All personal information is hosted in Microsoft Azure data centres in Australia. Microsoft Azure holds multiple certifications for its data centres, including ISO 27001 and ISO 27018, PCI DSS, and SOC 1, SOC 2 and SOC 3 reports. For an overview, visit the Microsoft Trust Center.
Balance2life enforces strict access controls for its employees to keep client data confidential. Only employees who need access to your information to perform a specific task are granted it. Physical controls ensure data is only accessible to Balance2life employees. All staff computers lock automatically after 5 minutes of inactivity, and full-disk encryption is enforced on company and personal devices where possible.
All Balance2life employees must comply with this Privacy Statement, complete privacy and security awareness training, and are kept up to date on privacy and security practices.
Data separation
The Smarthub is a multi-tenant platform. Each organisation's data is logically separated from other organisations' data using unique customer identifiers, and users can only see data within their own organisation.
Our approach to privacy
We comply with the Australian Privacy Principles and manage privacy in line with the Office of the Australian Information Commissioner's (OAIC) Privacy Management Framework. Our security practices are aligned with ISO 27001 principles.
Cookies, analytics and other websites
Cookies
We use cookies in a limited way, to provide you with a better service. Cookies aren't used by us to collect and store your personal information. Cookies are small text files that websites place on your computer, to make them work or work more efficiently.
We use cookies:
- to keep you signed in, without asking you to re-enter your details each time
- to remember your settings
- for security purposes
- to monitor the performance of the Online Platform.
The Smarthub doesn't use advertising cookies or third-party advertising trackers. You can delete and block cookies, but parts of the Online Platform may then not work properly.
Google Analytics on our public website
Our public website, www.balance2life.com.au, uses Google Analytics to track and report website traffic. Google may process this data outside Australia, share it with other Google services and use it to personalise ads in its own advertising network. For more information, see the Google Privacy Terms. Google Analytics isn't used in the Smarthub.
Our public website includes social media sharing features and widgets. These may collect your IP address and the page you're visiting, and may set a cookie so the feature works. They're hosted by third parties or directly on our website, and your interactions with them are governed by the privacy policies of the companies that provide them. These features aren't part of the Smarthub.
Third-party websites
The Online Platform contains links to other websites. We aren't responsible for the privacy practices of other websites, and we encourage you to read the privacy policy of each website that collects personal information.
Your rights and choices
To access the personal information we hold about you, contact our Privacy Officer at info@balance2life.com.au. To protect your information, we may ask you to confirm your identity first.
We take reasonable steps to keep your personal information accurate, complete and up to date. You can update your details in your member profile, or tell us if anything we hold is out of date or inaccurate.
You can ask us to delete your personal information at any time by emailing info@balance2life.com.au. We'll delete it within 7 days.
When your personal information is no longer needed for the purpose it was collected for, we take reasonable steps to destroy or permanently de-identify it.
When your employer's subscription ends, your employer can download the aggregated reports available to it for an agreed period (usually 30 days). After that, all personal information is permanently deleted from our systems and backups.
Keeping your account secure
You can help keep your personal information secure by keeping your password and account details confidential. Please tell us immediately if you notice any unauthorised use of your account or any other security breach relating to it.
For EU and UK individuals
Where the EU or UK General Data Protection Regulation (GDPR) applies to information collected about you, we'll only collect, use and share it where we have an appropriate legal basis. You have the right to be informed, to access, correct or delete your information, to restrict or object to processing, to data portability, to withdraw consent, and rights relating to automated decision-making and profiling. To exercise these rights, contact us using the details below. We may ask you to verify your identity first.
Data breaches
If a data breach is likely to result in serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner under the Notifiable Data Breaches scheme. We'll also tell your employer without undue delay.
Complaints
If you believe we've breached your privacy, or you'd like to discuss this statement, contact our Privacy Officer at info@balance2life.com.au. We take all complaints seriously and will respond within 30 days.
If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at www.oaic.gov.au.
Changes to this statement
We review this statement at least once a year and may change it from time to time. We'll post any changes on this page and let you know by email or a prominent notice on the Online Platform before they take effect. We'll also update the "last updated" date below. If you continue to use the Online Platform after a change takes effect, you're taken to have accepted it.
Your acceptance of this statement
By using the Online Platform, you accept this statement. If you don't agree with it, please don't use the Online Platform.
If you have any questions about this Privacy Statement, contact our Privacy Officer:
Privacy Officer, Balance2life Group Pty Limited Email: info@balance2life.com.au
Last updated 21 May 2026