Privacy Policy

1. What information we collect

We may collect the following types of personal and sensitive information:

a) Personal Information

• • • Full name
    • Email address
    • Phone number
    • Address (if applicable)
    • Account login details
    • Employment details (for support workers or staff)

b) Sensitive Information (if applicable)

• • • Health or disability-related information
    • Information related to care plans or support needs
    • Incident reports and behavioural notes
    • Emergency contact and risk assessment data

2. How we collect information

We collect your information through:

• • • Registration and onboarding forms
    • Direct input into Hugo by you or your organization
    • Communication with our support team
    • Device usage (e.g., mobile app logs, clock-ins)
    • Questions asked by employees through HuGo Knows about a Participant’s information and care plan

3. Why we collect your information

We use your information to:

• • • Provide secure access to Hugo and its features
    • Facilitate rostering, support delivery, and incident management
    • Support compliance with NDIS Practice Standards
    • Improve our services through data analysis and feedback
    • Communicate important service or policy updates
    • Provide understanding of questions being asked to help staff provide better care services for Participants

4. Lawful basis for use

• • • We collect and use your personal data only where:
    • You have given consent
    • It is necessary for performance of a contract (e.g., your role with an NDIS provider)
    • We have a legal obligation (e.g., NDIS record-keeping)
    • It is in your vital interest or for safeguarding purposes

5. Sharing your information

We may share your information:

• • • With your NDIS provider or employer (if they use Hugo)
    • With third-party services that support our app infrastructure (e.g., Australian based cloud hosting)
    • With regulatory authorities if required by law (e.g., NDIS Commission), when we have your consent
    • We ensure all third-party services comply with appropriate privacy and security obligations.