Our promise to you is that we keep your personal details safe and never use them for anything other than providing the best support service to you.

This means that we won't use your information for advertising or share it with external organisations. From time to time, however, The Sonder Support Centre may need to share your information with authorised third-party service providers.

We always seek to balance your privacy with the need to ensure your safety and wellbeing. In the event that we believe you are at risk, we may need to share some personal information with emergency services. If you have access to Sonder through your place of work or study, we may need to escalate your case to them (eg if we can't locate you and have concerns for your safety).

Frequently asked questions

What information does Sonder obtain about me?

Will you share my information with my employer or institution?

Do you share my information with third parties?

How do we share your information if the situation arises?

Where is my information stored?

What information does Sonder obtain about me?

Sonder obtains personal information about you (eg name, phone number, email address, job title, emergency contact). Depending on your settings within the Sonder app, Sonder may be able to see your location. Additional information about you will be provided by you if and when you interact with the Sonder Support Centre.

In some circumstances, we may collect your information from third parties, such as your employer or contracting organisations, a service provider or from a publicly available record.

We may also collect sensitive information from you from time to time. Sensitive information is a subset of personal information such as health information. If we collect “sensitive information” from you, we will seek your consent to do so.

You may choose to withdraw your consent in respect of our collection and use of your sensitive information at any time by contacting us using the contact information below.

privacy@sondersafe.com

Tel: +61 2 8379 7739

Mailing: 834 Elizabeth Street, Waterloo NSW 2017, Australia

Will you share my information with my employer or institution?

Sonder uses the above information to support and assist you. Although aggregated anonymised data may be provided to your employer or institution for service utilisation reporting, Sonder does not disclose individual member information or service use.

In some situations, with your consent, Sonder may provide a report to your employer or institution on a specific incident for the purpose of providing you with ongoing support.

Do you share my information with third parties?

We always seek to balance your privacy with the need to ensure your safety and wellbeing. In the event that we believe you are at risk, we may need to share some personal information with emergency services. If you have access to Sonder through your place of work or study, we may need to escalate your case to them (eg if we can't locate you and have concerns for your safety).

Sonder does not share data with third parties for marketing purposes.

How do we share your information if the situation arises?

Your details won't be shared unless one of our senior team managers believes it will be beneficial for your safety and wellbeing. We will only do this with your permission

if you request we share your details because you feel uncomfortable doing so OR

if we've been unable to reach you, but have serious concerns for safety or wellbeing.

If you change your mind about seeking support, you can advise the Support team that you want to cancel the response and the team will arrange this with you. If you decide you don't want to use Sonder, simply advise the support centre and your information can be erased. If you change your mind, you can register a new account later.

Where is my information stored?

Member information is stored securely on cloud data centres provided through Amazon Web Services. Sonder’s proprietary data centre is located in Australia. All access to Sonder data is secured through a 2FA process, and audit logs are maintained to ensure member data is not subject to unauthorised access.

Our promise to you is that we keep your personal details safe and never use them for anything other than providing the best support service to you.


You can find more information on our privacy policy here.

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