Privacy Policy

VirtualCC Privacy Policy

Version 1.0 | Updated 25 October 2026

1. About this policy

Virtual Contact Centre Limited, trading as VirtualCC, respects your privacy. This policy explains how we collect, use, store and share personal information when you contact us, apply for a program or use our services, including the Supported Resume Service.

We may provide additional privacy information for a particular program or service. Please read that information together with this policy.

2. Information we collect

Depending on the service, we collect information such as:

• Your name, contact details and application reference.
• Employment history, qualifications, skills, career goals and documents you provide for resume preparation.
• Information needed to arrange participation, support or an approved subsidy.
• Correspondence, service instructions, corrections, feedback and complaints.
• Payment status, transaction references, amounts, discounts and refund records.

Please provide only information relevant to the service. Do not include identity documents, tax file numbers, bank details or sensitive personal information in a resume application unless we explain why it is necessary and arrange an appropriate way to supply it.

If you provide another person’s details, such as a referee’s contact information, please ensure you have their permission.

3. How we collect information

We collect information directly from you through forms, email, conversations, documents and payment-related interactions. We may also receive information from a person or organisation acting with your authority, or where otherwise permitted by law.

You can ask questions before supplying information. You may choose not to provide information, although this may limit our ability to deliver the requested service.

4. How we use information

We use personal information to assess and process applications, provide the agreed service, communicate with you, arrange support, match payments to applications, manage corrections and refunds, and respond to complaints.

We also use necessary information for administration, security, accounting and legal obligations. Where practical, service evaluation and reporting use information that does not identify individuals.

We will not sell your personal information. We will not publish your resume, personal story or testimonial, use it in marketing, or send your resume to an employer without your separate instruction or consent.

You may ask us to stop sending promotional communications. Necessary messages about an application, payment or current service may still be sent.

5. Service providers and information sharing

Authorised staff, volunteers and contractors may access information needed for their assigned work. We also use external providers to operate the service:

• Google Workspace: forms, application records, email, document preparation and file storage.
• Stripe: secure checkout, payment processing, discounts, refunds and transaction confirmation. Payment details entered at checkout are handled through Stripe and the relevant payment providers. Please do not email card details to VirtualCC.
• OpenAI ChatGPT: assistance with reviewing, drafting and improving resume and cover-letter content, as described below.

We may also share necessary information with professional advisers, service providers supporting our systems, or authorities where required or permitted by law. We limit sharing to what is reasonably needed for the relevant purpose.

6. AI-assisted resume preparation

The Supported Resume Service uses AI-assisted preparation with human review. Relevant employment history, skills and drafting instructions may be processed through ChatGPT.

Our procedure is to remove direct identifiers and unnecessary personal details from material supplied for AI drafting where practical, and add contact details to the final document separately. Removing a name does not guarantee that a person cannot be identified from their employment history or other details.

We keep ChatGPT’s “Improve the model for everyone” setting switched off for the account used for this work. This setting does not mean information is never stored or processed by the provider.

A person reviews the documents before release. AI output is not the sole basis for accepting or declining a service application. Please check your documents and tell us about inaccuracies.

If you have concerns about AI processing, contact us before supplying documents so we can discuss available arrangements.

7. Overseas processing

VirtualCC uses Google Workspace, Stripe and OpenAI ChatGPT. Personal information handled through these providers may be stored, accessed or processed outside Australia.

• Google Workspace: Google uses international infrastructure and support providers. Its published provider list includes processing locations such as the United States, India and Ireland. The locations relevant to your information depend on the services and support used.
• Stripe: payment-related information may be transferred internationally, including to the United States and India.
• OpenAI ChatGPT: information supplied for AI-assisted preparation may be processed and stored in the United States and other countries where OpenAI’s affiliates and service providers operate.

These are not exhaustive country lists. Locations may change as providers update their operations. Further details are available in Google’s provider and location list, Stripe’s Privacy Policy and OpenAI’s Privacy Policy.

Privacy laws in other countries may differ from Australian laws. We do not promise that information remains in Australia. Contact us at info@virtualcc.org.au before supplying information if you have concerns about overseas processing.

8. Security

We take reasonable steps to protect personal information against loss, misuse and unauthorised access, alteration or disclosure. Access should be limited to authorised people who need it for their work.

No online service or transmission method is completely secure. If a privacy or security incident occurs, we will assess it, take appropriate action and provide notifications where required by law.

9. Resume-service retention and deletion

Our resume-service retention schedule is:

• Completed applications: resume files, supplied documents and working versions are scheduled for deletion or de-identification 90 days after the service closes.
• Applications that do not proceed: withdrawn, declined or otherwise closed intake files are scheduled for deletion or de-identification 30 days after closure, unless an unresolved matter requires them.
• Financial records: minimum necessary payment, refund and accounting evidence is retained for at least seven years, or longer where applicable requirements require it. This does not mean retaining a complete resume for that period.

Closure normally follows final delivery and completion of the agreed corrections process, or confirmed withdrawal or cancellation. We will confirm closure with you.

Relevant information may be retained longer where reasonably needed for a complaint, dispute or legal obligation. We review that need and retain only what is justified.

Retention reviews cover application forms, spreadsheets, files, email attachments, AI conversations, exports and working copies. Deleting an active copy does not necessarily remove provider backups immediately. Provider recovery periods, legal obligations and technical limitations may affect final removal.

Other programs and services may have different retention requirements, which we will explain where relevant.

10. Access, correction and deletion requests

You may ask to access or correct personal information we hold about you, or request earlier deletion. We may need to verify your identity using a proportionate method.

We will consider your request under applicable law and our service obligations. Deletion is not an unconditional right to remove records we must lawfully retain. If we cannot fulfil a request in full, we will explain the reason and available options.

11. Privacy questions and complaints

Contact info@virtualcc.org.au with privacy questions, requests or complaints. Include your application reference where available, but do not send unnecessary sensitive information.

We aim to acknowledge privacy complaints within two business days and provide a substantive response within 30 days. If more time is needed, we will explain why and keep you informed.

If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner or another relevant regulator. Their ability to consider a complaint depends on the applicable law and circumstances.

12. Policy updates

We will publish updates with a version and effective date. Where a proposed change materially affects an existing service, we will explain it and obtain any consent required by law. An update does not remove rights you already have.