SupportFlow™
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SupportFlow™
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Last updated: 2 November 2026
Your SupportFlow records stay on your device by default. There is no SupportFlow user account and no central database operated by the developer that stores your participant records, shift notes, invoices or other work records.
SupportFlow™ is hosted using Netlify. When you access the app, Netlify may process ordinary technical information required to deliver and secure the app, such as your IP address, browser or device information and web requests. Your participant records are not intentionally sent to Netlify as part of storing or managing them in SupportFlow.
Other optional actions, such as creating a backup, sharing a shift note or contacting support, can also cause information to leave your device. These are explained below and occur when you choose to use them.
This short version is an overview. The full policy below explains how information is handled.
This policy covers SupportFlow™ (the app), provided by its developer, contactable at support@supportflow.work.
It applies whether you use the app on a phone, tablet or desktop browser, and whether you are using a production release or authorised testing build.
SupportFlow™ is designed for support workers, including sole traders, who may record information about NDIS participants.
As the support worker entering information into the app, you remain responsible for ensuring that you are authorised to collect, store, use and disclose the participant information you enter into SupportFlow, including under any applicable consent, service agreement or other authority.
This policy explains how SupportFlow handles information. It does not establish or replace your own authority or legal obligations concerning participant information.
Because SupportFlow may be used to record sensitive and health-related information, the app has been designed with the standards of the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) in mind.
SupportFlow is designed and marketed for use in Australia. It is not intentionally directed at users in the European Economic Area, the United Kingdom or other territories subject to the EU General Data Protection Regulation (GDPR) or equivalent frameworks. If you are located in one of those jurisdictions, you use the app subject to your own assessment of applicable obligations.
The privacy obligations applying to an individual support worker or business depend on their particular circumstances.
Information you enter about yourself may include:
Information you enter about participants may include:
Shift notes and other records may contain sensitive or health-related information concerning a participant's disability, circumstances or support needs.
Information may include:
SupportFlow may store records including:
Your SupportFlow records are stored locally on your device using the app's local data storage.
There is:
Under normal operation, the developer cannot view your locally stored participant records, shifts, invoices, expenses or notes.
This local-first design is intentional and is intended to reduce unnecessary central collection of participant information.
SupportFlow does not operate a central participant-record database or account synchronisation service. During onboarding, the user connects their own Google Drive for encrypted backups. SupportFlow encrypts the backup on the device before upload. Google stores the encrypted backup file in the user’s Drive; the SupportFlow backup password is not sent with the file. If SupportFlow later introduces central storage or account synchronisation, this privacy policy will be updated before that feature is introduced.
When you connect Google Drive, SupportFlow requests access for the backup files the app creates or uses. This access is used only to create, find, update and restore SupportFlow backup files in your Google Drive. SupportFlow does not request unrestricted access to browse or manage unrelated files in your Drive.
Before upload, the backup is encrypted on your device. Google receives and stores the encrypted backup file in your Google Drive. Your SupportFlow backup password is not included in the backup file or sent to Google. When you restore a backup, the encrypted file is retrieved from your Drive and decrypted on your device after you enter the correct backup password.
You can disconnect SupportFlow from Google through your Google Account permissions. Disconnecting stops future Drive access but does not automatically delete backup files already stored in your Drive.
SupportFlow™ is hosted using Netlify, a third-party web hosting and application delivery provider.
When you open or use SupportFlow, your device must communicate with Netlify's infrastructure so that the application can be delivered to your device.
As part of operating its hosting infrastructure, Netlify may process technical information associated with web requests, such as:
This technical hosting information is separate from the participant and business records you store inside SupportFlow.
SupportFlow does not intentionally transmit participant names, NDIS numbers, shift notes, invoices or other locally stored participant records to Netlify merely because the app is hosted there.
Netlify handles information processed through its infrastructure in accordance with its own applicable privacy, security and data-processing terms.
When you first open the SupportFlow app, we record a random device reference, the date, and where you came from (an invite code or link tag in the address, and the website that referred you, if any). We do not record your IP address or browser details for this, and it contains no participant information. It is used only to count signups and credit people who invite others.
The public SupportFlow website uses Google Analytics 4 to understand basic website usage, such as page visits, sessions, general device/browser information and how visitors move through the public website. This analytics tagging is not included in the private SupportFlow app workspace, admin area, market page or tester-management pages.
SupportFlow configures Google Analytics for measurement only and disables Google Signals and advertising-personalisation signals in the website tag. Participant records, progress notes, invoice contents, NDIS numbers, locally stored app records and encrypted backup contents are not intentionally sent to Google Analytics.
To run the free trial and the Lifetime licence, the following information is stored in a secure server-side database (Supabase, operated by Supabase Inc. and hosted on Amazon Web Services infrastructure):
This information is held only to operate the trial and licence. The developer does not use it for profiling, advertising or any other purpose.
When you buy a licence, your payment is processed by Stripe (Stripe, Inc.), a third-party payment service. Stripe receives your email address, payment card details and billing information as part of checkout. SupportFlow does not store your card number. Stripe handles payment data under its own privacy policy and applicable payment industry security standards. The device identifier is passed to Stripe as a reference so the purchase can be linked to your licence.
Restoring your licence: if you use Restore licence on a new device, the email you enter is sent to the SupportFlow server and checked against Stripe to find your purchase. If a match is found, your new device is linked to your existing licence. The email is used only for this lookup.
Purchase records (amount, date, product and the anonymous device identifier) are retained for as long as reasonably necessary to operate the service, resolve disputes and comply with applicable law, including tax record-keeping. You can request deletion of licence records linked to your device identifier by contacting support@supportflow.work.
SupportFlow's public website and app shell load typefaces (Fraunces and Instrument Sans) from Google Fonts (fonts.googleapis.com / fonts.gstatic.com). When your browser downloads these font files, Google receives a standard network request that may include your IP address, browser type and the referring page. SupportFlow does not control how Google handles that connection data. Google's privacy policy applies to that request.
No participant records, NDIS numbers, shift notes or other locally stored app data are transmitted to Google as part of font loading.
If you prefer not to have your browser connect to Google's font servers, you can block those domains in your browser settings or use a browser extension that restricts third-party requests. The app will fall back to your device's default system fonts.
Although your SupportFlow records are stored locally by default, certain actions can cause information to leave your device.
Claimable is an optional deduction-checking feature.
What Claimable sends:
What Claimable is designed not to send:
Claimable is designed not to read participant records or automatically construct questions from those records.
Do not enter participant names, NDIS numbers, health information or other personal information into Claimable. Ask the deduction question in general terms.
If Claimable is unavailable or disabled in a particular build, no Claimable API request is sent.
The SupportFlow Assistant (the ? button in the header) is an optional help chat. It explains how to use the app and can take you to a screen. When you send a question it sends: the question you type, the name of the screen you are on, short extracts from the built-in manual, and your last few messages in that chat. These go via the SupportFlow server to an external AI service (Anthropic's Claude API) to generate an answer.
The Assistant does not read your participant records, invoices or notes. If a question looks like it contains personal details such as an NDIS number, the app warns you before anything is sent. Do not enter participant names, NDIS numbers, health information or other personal information into the Assistant.
When you create a SupportFlow backup, the backup file is encrypted on your device using AES-256 and a passphrase you choose before the encrypted backup file is exported.
You decide what happens to that file. For example, you may:
The developer does not receive a copy of your backup as part of this process.
Your backup passphrase is not transmitted to or stored by the developer.
If you lose your backup passphrase, the developer cannot recover or decrypt the backup for you.
If you choose to send or store the encrypted backup using another service, that provider's own privacy and data-handling terms apply.
If you choose to share or send a shift note or other record, SupportFlow uses the sharing or communication options available on your device.
You choose what information is shared and who receives it.
Where the app provides a choice between identifying and less-identifying information, you should select the minimum amount of participant information reasonably necessary for the purpose.
The developer does not automatically receive a copy of information you share with another person.
If you choose to contact the developer using a feedback or support feature, the information you decide to include in that communication will be sent to the developer.
Where the app opens your own email application, nothing is sent until you choose to send the message.
Feedback or support communications may contain basic technical information such as app version, device type, browser information or screen information where this is included to assist with troubleshooting.
Do not include participant names, NDIS numbers, health information or other unnecessary participant information in feedback or support messages.
Support and feedback emails may be retained for as long as reasonably necessary to investigate the issue, respond to you and improve the app.
SupportFlow was built with assistance from AI-powered tools, including large-language model coding and writing assistants. These tools were used to help write, review and refine code, interface text and documentation.
That development-time use is entirely separate from Claimable's runtime API feature.
No real participant records, real support-worker business records or production user data were used in building or testing SupportFlow. All development and testing relied on fictional, synthetic or anonymised data only.
Development assistance tools retain data in accordance with their own privacy policies. No special arrangement with those providers grants SupportFlow access to data submitted through their general interfaces.
Under the current version described by this policy, SupportFlow does not:
SupportFlow will only request device permissions where they are necessary for a feature you choose to use.
Because your SupportFlow records are stored locally, the security of your information depends partly on the security of your device.
Where enabled, SupportFlow's optional PIN or biometric lock controls access to the app.
A 4 or 6 digit PIN is hashed using PBKDF2 before storage and is not stored or recoverable by the developer in plain text.
Where supported by the device and app configuration, fingerprint or facial authentication may also be used.
The PIN or biometric lock protects access to the app. It should not be interpreted as encryption of the underlying locally stored records.
Important limitation: SupportFlow's locally stored records — including participant details, shift notes, invoices and other work records — are not independently encrypted at rest by the app itself in the current version. They are protected by the storage model of the underlying browser or operating system, not by a separate encryption layer applied by SupportFlow.
This is a real limitation worth understanding. It means that if someone gains access to your device's storage directly (for example, via a forensic or data-extraction tool on an unlocked device), they may be able to read your locally stored records without needing to open SupportFlow.
The PIN or biometric lock built into SupportFlow controls access to the app's interface, not the underlying storage. It is not a substitute for device-level encryption.
SupportFlow therefore relies on the security protections provided by your phone, tablet or computer, and strongly recommends that you:
Backup files created using SupportFlow's encrypted backup feature are encrypted using AES-256 before export, as described in section 5.2.
The developer does not operate a central database containing SupportFlow participant records. This reduces the amount of participant information held centrally by the developer.
Because participant records are stored locally, the developer cannot detect whether your device has been lost, stolen or accessed without your permission.
If a device containing participant information is lost, stolen or compromised, you should promptly:
The Notifiable Data Breaches scheme under the Privacy Act 1988 imposes notification requirements in certain circumstances where an entity covered by the Act experiences an eligible data breach likely to result in serious harm.
Whether those requirements apply depends on the circumstances and the legal obligations applying to the relevant person or organisation.
If the developer experiences a breach involving information actually held by the developer, such as support correspondence, the developer will assess and respond to the incident and make any notifications required by applicable law.
Because your operational records are stored locally on your device, you have direct access to those records through SupportFlow.
You can correct or delete records using the functions provided by the app.
Where export functionality is available, you may also export your records.
The developer generally cannot retrieve, correct or delete your locally stored participant records because the developer does not possess them.
If you have sent the developer a support or feedback email containing personal information, you may request deletion of information held by the developer by contacting:
support@supportflow.work
SupportFlow is designed to keep participant records on your device. The two main circumstances in which overseas processing may occur are:
This does not mean your locally stored participant database is uploaded to either provider. The overseas connection relates to hosting, font delivery and, where you choose to use it, encrypted Drive backup — not to routine participant record storage.
You may also choose to use third-party services to store or transmit information exported from SupportFlow, such as your own cloud-storage, email, file-sharing or device-backup service.
Those services operate under their own privacy and data-handling terms.
SupportFlow is intended for adult support workers and is not directed at children as users of the app.
A support worker may, however, provide services to an NDIS participant who is under 18 and may enter information relating to that participant.
Information concerning a participant under 18 should be handled with the same care as other participant information and in accordance with the support worker's applicable legal, consent, service-agreement and NDIS obligations.
Because your SupportFlow records are stored locally on your device, you control their retention.
SupportFlow does not automatically delete your records merely because a particular period has passed.
You are responsible for retaining records for any period required by taxation, NDIS, business, contractual or other applicable requirements.
The Australian Taxation Office generally requires most business records to be retained for five years, although different or longer retention periods can apply to particular records or circumstances.
Information actually received by the developer, such as feedback or support correspondence, will be retained only for as long as reasonably necessary for the purpose for which it was received or as otherwise required by law.
If you believe your privacy, or a participant's privacy, has not been handled properly in connection with SupportFlow, contact the developer:
Email: support@supportflow.work Subject: Privacy complaint
The developer will investigate and respond within a reasonable period.
Depending on the circumstances and applicable law, you may also have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC).
OAIC website: oaic.gov.au Phone: 1300 363 992
NDIS-related privacy or information-handling concerns may also involve obligations administered by the NDIS Quality and Safeguards Commission, depending on the circumstances.
SupportFlow may change over time.
If a future change materially affects how personal information is collected, stored, transmitted or disclosed, this privacy policy will be updated accordingly.
The updated policy will display a revised date.
Where appropriate, a notice will also be displayed within the app.
If a new optional feature involves external storage, synchronisation, artificial intelligence processing or another third-party service, the relevant information handling will be explained before or when that feature is introduced.
Developer: SupportFlow™ Email: support@supportflow.work
This policy describes SupportFlow™'s data-handling practices as accurately as possible. It does not constitute legal advice to support workers about their individual privacy, NDIS, taxation, record-keeping or service-provider obligations. Those obligations may vary according to individual circumstances, applicable legislation, NDIS requirements and agreements with participants.