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Privacy Policy

Last updated: 28 July 2026 — Draft

1. Who we are

The NEL Community Register ("we", "us") is a community tool that helps residents affected by the North East Link Project (NELP) construction record their experience and lodge formal complaints to North East Link (NEL). We are not affiliated with the North East Link Project.

2. What we collect

  • Contact details: mobile number, first name, street name, suburb, and (optionally) email or WhatsApp.
  • Location: approximate geocode of your street, used to invite nearby neighbours to corroborate an event.
  • Complaint content: the description you send via SMS or the web form, the reference number, and any follow-up correspondence with NEL.
  • Communications: the SMS messages you send us and our replies, and any email replies routed via your resident alias.

3. How we use it

  • Record and formally submit complaints to NEL on your behalf.
  • Text you back with acknowledgements, updates, and NEL's responses.
  • Ask nearby residents whether they were affected by the same event ("canvassing"), so complaints reflect the true community impact.
  • Improve the AI triage and drafting engine by learning from admin and resident corrections.

4. Who we share it with

We share the substance of your complaint — including your first name, street, and description — with NEL when you ask us to lodge it. We do not publish your mobile number, exact address, or account details to NEL or to other residents. Neighbour canvass invites disclose only that a nearby report was made; they do not name the original reporter.

5. SMS

By texting us or entering your mobile in a form, you consent to receive SMS about your complaint, related NEL responses, and neighbour canvass invites. Reply STOP at any time to opt out; we will confirm and then stop sending. Opt-outs are stored so we do not text you again.

6. Storage and retention

Data is stored in a managed database (Australia region where available). We keep your reports and correspondence for as long as your matter with NEL is open, and for a reasonable period afterwards for audit and to detect repeat issues. You can ask us to delete your data at any time.

7. Your rights (APPs)

Under the Australian Privacy Principles you may request access to your personal information, correct it, or ask us to delete it. Contact us via the mobile number you registered with, or by replying to any SMS we've sent you.

8. Security

Access to raw data is restricted to admin staff. Rows are protected by row-level security so residents only see their own reports. Emails to NEL are sent from a per-resident alias so replies route back automatically without exposing your real email address.

9. Changes

We may update this policy. Material changes will be announced via SMS to registered residents.