Privacy Policy

Last updated: 10 October 2026

1. Who we are

ProviderScout (providerscout.com.au) is operated by DecisionLab, an Australian-based website. We provide a free directory to help NDIS participants find and compare registered providers across Australia.

2. Information we collect

We collect information in the following ways:

Information you provide: When you submit a form on our site (such as a provider claim form, review form, or email subscription form), we collect the information you enter, which may include your name, email address, phone number, business name, and any other details you choose to provide.

Automatically collected information: When you visit our site, we automatically collect certain information including your IP address, browser type, device type, pages visited, time spent on pages, and referring website. This information is collected through Google Analytics (GA4).

Cookies: We use cookies and similar technologies to analyse site traffic and understand how visitors use our site. Third-party services including Google Analytics and Google AdSense may also set cookies on your device.

Our own analytics

As well as Google Analytics, this site uses a small analytics script that we run ourselves. Each time you load a page or interact with it, the script sends a short record to our hosting provider, Netlify, where it is stored. A record contains: the time; the page address without anything after a "?"; the page's type and, where the address names one, the listing, article or tool it shows; the website that sent you here (its address up to the domain, nothing more); your device type (mobile, tablet or desktop) and browser family; and, if the link you followed had them, its utm_source, utm_medium and utm_campaign campaign tags, which are kept for the rest of your visit. It also records when you click a phone, email or external link (for external links, the destination website's domain; never the phone number or email address), when you submit a form (the form's name or ID, never what you typed), labelled results that a tool on the page reports, whether you scrolled past 50% and 90% of a page, and whether the page was visible for 30 seconds.

Netlify tells us which country your connection comes from; we do not store your IP address. Your browser's user-agent is used to work out its browser family and to flag automated traffic such as search-engine crawlers; the user-agent itself is not stored. To group page views into visits, the script keeps a random visitor ID in this site's local storage that is replaced each day (UTC), and a random session ID in session storage that is replaced after 30 minutes of inactivity or when you close the tab. If your browser blocks storage, a temporary ID is used for that page only. The script sets no cookies, is not used for advertising and does not link your visits to other websites. The data is processed and stored by Netlify on our behalf and is not sold. We delete these records 14 months after they are made; after that we keep only daily totals, such as how many times a page was viewed, which cannot be linked to a visit or a visitor ID. You can remove the stored IDs at any time by clearing this site's data in your browser.

3. Where provider listings come from

Provider listings on ProviderScout are compiled from public sources. A provider does not have to sign up, and most listings are created without the provider being contacted first — the same way business directories and mapping services list businesses. We think you should be able to see exactly where a listing came from, so:

Because the first two sources are scraped rather than supplied, details can be out of date or wrong. If something on your listing is incorrect we will correct it free of charge, usually within one business day.

4. Removing a provider listing

If you are the provider and you do not want to be listed, we will remove your listing. There are no conditions attached, you do not have to claim it first, and we will not ask you to accept an alternative instead.

Email hello@decisionlab.com.au from an address at the business’s domain, or from an address we can reasonably tie to the business, and tell us which listing to remove. We will confirm once it is done. Search engines may keep a cached copy for a period afterwards, which is outside our control.

You can also ask us to correct a listing rather than remove it, or to claim it so you control the content yourself. All three are free.

5. How we use your information

We use the information we collect to operate and improve the ProviderScout directory, respond to enquiries and form submissions, send email communications you have opted into, analyse site usage to improve user experience, and display relevant advertising through Google AdSense.

Provider Update emails

The Provider Update is a monthly email for NDIS providers: the Commission register in numbers, what changed, sector news and, for Verified Provider and Multi-site subscribers, their own listing’s registration status and numbers. We send it only to people who asked for it by ticking the box on a claim or signup form, and to Verified Provider and Multi-site subscribers, for whom the Provider Update is included in their subscription. Claiming a free listing on its own does not put you on the list. For each recipient we record the email address, the provider name given, when and where consent was given, and when each issue was sent. Every issue carries an unsubscribe link and our contact details; an unsubscribe is honoured within five business days and usually the same day, and it never affects your listing. The monthly update is sent through Resend (see below).

6. Third-party services

Google Analytics: We use Google Analytics 4 to understand how visitors interact with our site. Google Analytics collects information anonymously and reports website trends without identifying individual visitors. You can opt out by installing the Google Analytics Opt-out Browser Add-on.

Google AdSense: We use Google AdSense to display advertisements. Google AdSense may use cookies and web beacons to serve ads based on your prior visits to our site or other sites. You can opt out of personalised advertising by visiting Google Ads Settings.

FormSubmit: Form submissions are processed through FormSubmit and forwarded to our email. FormSubmit does not store your data permanently.

Netlify and Resend: Claim, contact and signup forms are received, processed and stored by Netlify, which hosts this site. Claim confirmations, registration alerts and the monthly Provider Update are delivered through Resend. Netlify and Resend may process or store this information outside Australia, including in the United States. They handle recipient email addresses, form details, consent records and delivery and unsubscribe records on our behalf, subject to their own privacy and security terms.

7. Data sharing

We do not sell, trade, or otherwise transfer your personal information to third parties. We may share anonymised, aggregated data (such as total page views for a provider profile) with providers who have claimed their listing on ProviderScout.

8. Data retention

Form submissions are retained for as long as necessary to fulfil the purpose for which they were collected. Google Analytics is set to keep event-level data, such as individual page views, for 2 months, and user-level data linked to its cookie for 14 months after your most recent visit; Google deletes expired data in a monthly process. These settings do not apply to the aggregated reports in Google Analytics, which show totals rather than individual visitors. You may request deletion of your personal data by contacting us.

9. Your rights

Under the Australian Privacy Act 1988, you have the right to access the personal information we hold about you, request correction of inaccurate information, and request deletion of your personal information. To exercise these rights, contact us at hello@decisionlab.com.au.

10. Children's privacy

ProviderScout is not directed at children under 13. We do not knowingly collect personal information from children under 13. If you believe we have inadvertently collected such information, please contact us and we will promptly delete it.

11. Changes to this policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date.

12. Contact us

If you have questions about this Privacy Policy, contact us at:
Email: hello@decisionlab.com.au