ACTWELL First Aid and Training Pty Ltd (ABN 19 607 438 755, trading as ACTWELL) is committed to protecting your personal information. This policy explains how we collect, use, store and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy applies to all personal information collected through our website (actwell.com.au), pricing estimator, booking request forms, training and assessment activities, and emergency planning and consultancy services.
Last updated: 20.05.2026
Information we collect
We collect personal information that is reasonably necessary to deliver our services. This includes:
When you enquire or book a course:
- Name, email address, phone number
- Organisation name and role (if applicable)
- Course preferences and booking details
When you enrol in a nationally recognised course:
- Full legal name and date of birth
- Unique Student Identifier (USI)
- Contact details (address, phone, email)
- Language, literacy and numeracy information (where relevant to training delivery)
- Employment and workplace details (where relevant)
- Pre-existing medical conditions that may affect participation (disclosed voluntarily)
When you engage us for emergency planning or consultancy:
- Organisation name, contact details and site information
- Building and occupancy details relevant to the service
When you use our website:
- Information collected through cookies and analytics (see Cookies section below)
- Any information you submit through contact or enquiry forms
When you use our pricing estimator, continuation links, or booking request forms:
- Contact details, organisation details and preferred contact information
- Selected services, course mix, participant numbers, preferred dates, location details, site access notes, timing preferences, and other information needed to estimate or scope the service
- Estimate references, booking request references, quote request details, and saved estimate links
- Website referral information, landing page information, and similar technical information that helps us understand how the request was made
Sensitive information
Some information we collect may be sensitive information under the Privacy Act, including health information, disability information, language, literacy and numeracy support needs, or other information that may affect safe participation in training. We only collect this information where it is reasonably necessary for training delivery, assessment, safety, student support, or legal and RTO compliance purposes. Where consent is required, we collect it with your consent.
How we collect information
We usually collect personal information directly from you when you submit an enquiry, use the pricing estimator, continue from a saved estimate, make a booking request, enrol in a course, complete a form, contact us, attend training, or engage us for emergency planning or consultancy.
For workplace or private bookings, we may also collect participant details from the booking organisation, such as participant names, email addresses, course requirements and workplace details. For nationally recognised training, information may also be collected through Training Desk, which is owned and operated by Allens Training Pty Ltd, government reporting systems, or other systems used for enrolment, assessment and certification.
Website and analytics information may be collected automatically through cookies and similar technologies when you use our website.
How we use your information
We use personal information for the following purposes:
- To deliver training, assessment and certification services
- To process bookings and payments
- To generate indicative estimates, send estimate PDFs, save estimate references, and allow you to continue or pre-fill related ACTWELL forms without re-entering details
- To respond to enquiries, booking requests and quote requests, and provide written quotes or proposals
- To assess availability, trainer requirements, travel, site access, participant numbers, equipment needs and other service requirements before confirming a booking
- To deliver emergency planning, consultancy and related services
- To issue nationally recognised qualifications and statements of attainment
- To meet our obligations as a training provider delivering on behalf of Allens Training Pty Ltd RTO 90909
- To comply with government reporting requirements, including AVETMISS and USI obligations
- To send you service communications about your booking, certification renewal, certificate access, course requirements or course updates
- To maintain internal service records and improve our website, pricing estimator, booking process and services
Service communications are not marketing communications. We may send them where they are reasonably necessary for the service you have booked or requested.
We will only use your personal information for direct marketing where we have your consent, or where Australian law allows us to do so. If you receive marketing communications from us, you can opt out at any time and we will action that request within the time required by law.
Who we share your information with
We may share your personal information with the following parties where necessary to deliver our services:
- Allens Training Pty Ltd RTO 90909. As our registered training organisation partner, Allens Training receives student enrolment and assessment data for all nationally recognised courses. This is required for the issuance of qualifications and compliance with national training standards. Training Desk, our learning management and booking platform, is owned and operated by Allens Training Pty Ltd and stores enrolment and course records.
- Government bodies. Including the National Centre for Vocational Education Research (NCVER), the USI Registrar, and relevant state and territory training authorities. This is a legal requirement for nationally recognised training.
- CRM, email and cloud service providers. Including Monday.com, Google Workspace and other secure systems used to manage enquiries, bookings, documents, communications and client records.
- Website, estimate, booking form and notification systems. Including secure systems used to store submitted estimates, booking requests, quote requests, continuation links and related email notifications.
- Accounting and payment providers. Including Xero and secure payment processors for invoices, course fees and payments.
- Website and analytics providers. Including Google Analytics and other tools used to operate and improve our website.
- IT, administration and support providers. Where they need access to support our systems or deliver services on our behalf.
- Professional advisors. Including accountants and legal advisors, where required.
We do not sell or rent your personal information to third parties.
Overseas disclosure
Some of the third-party systems we use are cloud-based and may store or process personal information outside Australia. This may include the United States, Ireland, Singapore, or other countries where those providers or their sub-processors operate.
Where we use overseas service providers, we take reasonable steps to choose reputable providers and manage personal information in line with the Privacy Act and Australian Privacy Principles. We do not disclose personal information overseas for sale or unrelated third-party marketing.
Unique Student Identifier (USI)
If you are enrolling in a nationally recognised course, you are required to have a Unique Student Identifier (USI). Your USI links to a national record of your training and qualifications.
Under the Student Identifiers Act 2014, we are required to collect, verify and report your USI as part of the enrolment process. Information linked to your USI is managed by the USI Registrar and is subject to the privacy protections set out in that Act.
Student enrolment and completion information for nationally recognised training may also be reported to NCVER and relevant government bodies under national VET reporting requirements. A separate VET privacy notice or student notice may be provided during enrolment by Allens Training Pty Ltd or through Training Desk.
For more information about USIs, visit usi.gov.au. For information about student rights, responsibilities and complaints processes, see the Allens Training Student Handbook.
Cookies and website analytics
Our website uses cookies and analytics tools to understand how visitors use the site and to improve your experience. This may include:
- Pages visited and time spent on each page
- Referring website or search terms
- Device type, browser and operating system
- Approximate geographic location (city level)
We use Google Analytics for this purpose. You can opt out of Google Analytics by installing the Google Analytics opt-out browser add-on.
You can also manage cookies through your browser settings. Some website features may not work properly if cookies are disabled.
We do not use cookies to identify you personally unless you have submitted a form, logged in to a service, or otherwise provided identifying information to us.
How we store and protect your information
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Personal information is stored in secure systems including Training Desk, which is owned and operated by Allens Training Pty Ltd, our CRM (Monday.com), and our email systems (Google Workspace). Access is restricted to authorised staff members.
We retain personal information for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Training records for nationally recognised courses are retained in accordance with the applicable Standards for Registered Training Organisations and RTO record-keeping obligations.
When personal information is no longer required, and we are not legally required to keep it, we take reasonable steps to destroy it, de-identify it, or put it beyond use.
If an eligible data breach occurs and is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme.
Your rights
You have the right to:
- Access the personal information we hold about you
- Request correction of information that is inaccurate, out of date or incomplete
- Withdraw consent for marketing communications at any time
- Ask about deletion or de-identification of information we no longer need and are not legally required to keep
- Make a complaint if you believe your information has been handled inappropriately
For general enquiries, you may contact us without identifying yourself where it is practical to do so. For bookings, enrolments, certification, payments, complaints, emergency planning work and other services, we may need to confirm your identity or collect certain information to assist you.
To make a request or raise a concern, contact us using the details below. We aim to respond to privacy access, correction and complaint requests within 30 calendar days.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Contact us about privacy
If you have questions about this policy or how we handle your personal information, please contact us.
Email: info@actwell.com.au
Phone: 02 5115 0333
Address: 2/40 Kembla Street, Fyshwick, ACT 2609