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.

From time to time, the Sonder Support Centre may need to share your information with authorised third-party service providers but we will never use your information for advertising or share it with external organisations.

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?

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, and only 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.

If you enable location sharing with us in order to use our safety features, this information will never be shared with your employer or institution - so don't worry, they can't track your movements!

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.

How is my information stored?

Personal identifiable information is stored securely in Australian based servers with personal information access restricted to only those that require it to assist you. Usage data is stored separately also on Australian Based servers with access given to those who require it for reporting purposes, process improvement or quality assurance.

If I have a confidential session who can access that record?

The clinician who was involved with your case directly, our medical director and any medical professional the member requests we share it with.

If I leave Sonder what happens to my information?

Your information remains securely stored, in case you choose to come back or if you need your information handed to an alternative provider (by your request). If you request your information be removed, it is anonymised within our system so there is no identifiable information available even those who previously required it to assist.

Can my information be shared with a professional of my choice if I want the information to be available to them either at that time or after I leave Sonder?

At your request we can provide medical information to another medical or mental health organisation. We use secure messaging which is industry standard and the same type of process you would expect to see from your GP or Medical Centre.

How did you get my information in the first place?

The way your information is shared with Sonder varies depending on how you are registered with us:

  • Data upload (DIP) - Your employer provided us with your basic details to enable you to register with Sonder. This ensures that when you require assistance with Safety, Medical or Mental Health support we have the details required to assist you effectively and efficiently.

  • Single sign on (SSO) - When signing in through your company's single sign on solution, you provided us with your basic details to enable you to register with Sonder. This in turn ensures that when you require assistance with Safety, Medical or Mental Health support we have the details required to assist you effectively and efficiently.

  • Registration code - When registering for the Sonder service using your activation code, you provided us with your basic details to ensure that when you require assistance with Safety, Medical or Mental Health support we have the details required to assist you effectively and efficiently.

Is Sonder's clinical chat secure and confidential?

Yes it is! Whenever you access Sonder's clinical chat, only you, the clinician, and our medical director can access that information. Our service is bound by the same confidentiality as a visit to your GP would be, so you can be assured that your information is secure and confidential.


You can find more information on our privacy policy here.

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