Privacy Policy

Last updated on December 20, 2025.

RedServe Pty Ltd ("RedServe," "we," "us," or "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy describes how we collect, use, store, and protect information when you interact with our platform and services (collectively, the "Services").

RedServe is designed to help DVA advocates prepare claims for Australian veterans. We understand that this involves sensitive personal information and take our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) seriously.

Information We Collect

We collect information that you or your clients voluntarily provide when using RedServe. This includes:

  • Account information: Name, email address, and contact details for advocates using the platform
  • Veteran information: Service history, deployment details, medical conditions, and other information relevant to DVA claims — collected by advocates on behalf of their veteran clients
  • Claim documentation: Evidence, statements, and supporting materials uploaded to support claims
  • Usage data: Technical information about how you interact with the platform, including browser type, device information, and general usage patterns

Purpose of Collection

We collect information for the purpose of assisting advocates to prepare DVA claims on behalf of veterans. Specifically, we use the information to:

  • Provide the claim preparation and management features of RedServe
  • Generate claim packs, narrative statements, and lodgement guides
  • Match conditions to Statements of Principles factors
  • Maintain audit trails of claim preparation activity
  • Provide customer support and respond to enquiries
  • Improve the platform's features and functionality
  • Comply with legal obligations

Sensitive Information

RedServe processes sensitive information including health information and information about ADF service. We collect this information only with the consent of the veteran (obtained through their advocate) and only use it for the purpose of preparing DVA claims.

Important: We never collect, store, or access myGov or MyService login credentials. Veterans retain full control of their myGov accounts.

Disclosure of Information

We do not sell personal information. We may share information with third-party service providers who help us operate the platform (such as cloud hosting providers), but only to the extent necessary for them to provide those services. Our service providers are contractually required to protect personal information.

We may disclose information if required by law, including in response to lawful requests from government agencies.

Data Security

We implement industry-standard security measures to protect personal information, including:

  • Encryption of data at rest and in transit
  • Multi-factor authentication for user accounts
  • Role-based access controls
  • Regular security audits and monitoring
  • Secure cloud infrastructure hosted in Australia

While we take reasonable steps to protect information, no method of transmission over the internet is completely secure. We cannot guarantee absolute security.

Data Retention

We retain claim information for as long as reasonably necessary to support ongoing advocacy work and maintain audit trails. Veterans and advocates may request deletion of information at any time, subject to any legal retention requirements.

Your Rights

Under the Privacy Act 1988, you have the right to:

  • Access personal information we hold about you
  • Request correction of inaccurate information
  • Request deletion of your information
  • Export your data in a portable format
  • Complain to the Office of the Australian Information Commissioner (OAIC) if you believe we have breached the APPs

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be reflected by updating the "Last updated" date at the top of this page. Continued use of RedServe after changes indicates acceptance of the updated policy.

Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, please contact us:

RedServe Pty Ltd
Email: privacy@redserve.com.au
ABN: Pending