Sky Blue Privacy Policy

Sky Blue Customer Experience Services Pty Ltd (ABN 60 613 178 199), trading as Sky Blue CX Services (“Sky Blue”, “we”, “us”, “our”), respects your privacy. This policy explains what personal information we collect, why we collect it, how we use, store and protect it, who we share it with, and the choices and rights you have.

It applies to everyone whose personal information we handle. That includes families, guardians and staff connected to the childcare, out-of-school-hours care (OSHC) and other organisations we work with (“Clients”), people who attend our training, workshops and keynotes, people who contact us, and visitors to our website.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy sits alongside, not instead of, any privacy notice you receive from your childcare provider, employer or event organiser about a particular Sky Blue program.

Sky Blue is a Gold Coast-based customer experience business, founded in 2016. We help organisations, mainly in early childhood education and care, understand and improve the experience of their families, staff and customers. We do that through:

Depending on how you deal with us, we may collect:

We use personal information to:

• send surveys on behalf of our Clients and give them feedback, insights and reports so they can improve their service, look after their families and staff, and build their reputation;
• manage follow-up on feedback where a Client asks us to (for example, passing on a concern so the centre can respond);
• deliver training, workshops and keynotes;
• respond to your enquiries and run our business; and
• prepare de-identified, aggregated results for benchmarking. This information does not identify you.

If we send you news or updates about our own services, every message will include an easy way to unsubscribe.

Where it is practical, you can deal with us without identifying yourself. Many surveys can be answered without giving your name, and you can always choose not to answer a question. Some surveys are linked to your family or staff record so your centre can follow up with you. Where that is the case, the survey invitation will tell you.

When we run a survey program, we do it on behalf of the Client (for example, your childcare provider or employer). The Client remains responsible for its own information, and we handle it under a written agreement with them. We work with a small number of trusted providers:

• SurveySparrow Inc. is our main survey platform. It hosts and processes survey information on our behalf, under a data processing agreement that requires it to keep information secure and use it only as we direct. You can read SurveySparrow’s own privacy policy at surveysparrow.com/legal/privacy-policy.
• Qualtrics hosts one existing Client program until it moves to SurveySparrow in late 2026.
• Our team. Sky Blue is a small business. Our team includes a contractor based in India who helps set up and run survey programs and may access survey information to do that. Everyone on our team is bound by confidentiality obligations and only accesses information they need to do their job.
• Everyday business tools such as email, file storage and project management software, which we use to run our business and communicate with Clients.

We do not sell personal information, and we do not share it with anyone for their own marketing.

Survey information and responses collected through SurveySparrow are hosted in SurveySparrow’s Australian data centre in Sydney.

Some information may still be accessed or processed outside Australia in the following limited ways:

• Sending your survey. When a survey is sent by email or SMS, your email address or mobile number is briefly shared with the platform’s email or SMS delivery provider so the message can be delivered. These providers may be located outside Australia, for example in the United States. They keep your contact details for 7 days only, as a delivery record. Your survey answers are not shared with them.
• AI-assisted analysis. When we use AI features to help analyse responses (see Section 9), survey response text may be processed by the platform’s AI provider, which may be located outside Australia, for example in Europe or the United States.
• Our team. Our contractor in India may access survey information to do their work, as described in Section 7.
• Business tools. Some of the everyday software we use may store information, such as Client contact details and emails, outside Australia.

Where information is accessed or processed outside Australia, we take reasonable steps, including through our contracts, to make sure it is protected in a way that is consistent with the Australian Privacy Principles.

We may use AI features built into our survey platform to help us find themes and summarise survey feedback, so we can give Clients clearer insights, faster.

• We do not use your personal information or survey responses to train AI models.
• We only share information with AI providers where it is needed to deliver our services, and only through providers bound by confidentiality and data protection terms.

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. Information in our survey platform is protected by the security measures SurveySparrow maintains, including ISO 27001-certified information security management, AES-256 encryption of stored data, TLS encryption of data in transit, and multi-factor authentication. Within Sky Blue, access is limited to the people who need it, and is removed when they no longer do.

• Survey program information is kept for as long as we provide the program to the Client. When a Client agreement ends, we export, return or delete the information as that agreement requires. Deletion is generally completed within 30 days of the Client’s written request.
• Other information, such as enquiries and event registrations, is kept only as long as we need it for the purpose we collected it, and then deleted or de-identified.

In either case, we may keep information for longer where the law requires us to, or where it sits in routine backups that cannot reasonably be separated out. Backed-up information is protected and deleted in the normal backup cycle.

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it. You can also ask not to receive further surveys. Contact us using the details in Section 14.

We will need to confirm your identity first. We aim to respond within 30 days. Where we hold your information on behalf of a Client (for example, your childcare provider), we will let them know about your request and work with them to respond.

If we become aware of a data breach that is likely to result in serious harm, we will act quickly to contain it, and we will notify the people affected and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme. We will also notify the affected Client in line with our agreement with them.

If you have a question about this policy or a concern about how we have handled your personal information, please contact us first. We would like the chance to put it right.

• Email: admin@skybluecxs.com.au

We will acknowledge your complaint promptly and aim to respond within 30 days. If you are not satisfied with our response, you can contact the OAIC:

• Online: oaic.gov.au (enquiry and complaint forms)
• Phone: 1300 363 992, Monday to Thursday, 10am to 4pm AEST/AEDT (from overseas: +61 2 9942 4099). If you need hearing or speech assistance, you can use the National Relay Service.
• Post: GPO Box 5288, Sydney NSW 2001

We may update this policy from time to time, for example to reflect changes to our services, our providers or the law. The version on our website is the current version and applies from the “last updated” date at the top.