Privacy Policy — Chatbot CASA
Last updated: September 2026
1. Purpose of this policy
Citizen Advocacy South Australia Inc. ("CASA", "we", "us", "our") has developed an internal tool, Chatbot CASA, that allows authorised staff and volunteers to ask questions in plain English about information already held in CASA's program records (CASA APP). This policy explains what information Chatbot CASA accesses, how it is used, who can use it, and how it is protected.
Chatbot CASA is an internal staff tool. It is not intended for use by members of the public, protégés, advocates, or other individuals outside CASA's authorised staff and volunteers.
2. What information Chatbot CASA accesses
Chatbot CASA reads information already stored in CASA's existing program records, which may include: names, contact details, and demographic information of protégés and advocates recorded in the CASA APP program; match and relationship records between protégés and advocates; address and location information associated with program participants; and program-related notes, statuses, and dates.
Chatbot CASA does not collect new information about protégés, advocates, or members of the public. It only reads and summarises information that CASA already holds for the purposes of running its advocacy program.
3. Who can access Chatbot CASA
Access is restricted to authorised CASA staff and volunteers in two ways. Web chat access requires signing in with a Google account belonging to the citizenadvocacysa.com.au domain; accounts outside this domain cannot sign in. WhatsApp access is limited to phone numbers explicitly authorised by CASA; messages from any other number are not answered.
4. How WhatsApp messaging works
Where an authorised staff member chooses to contact Chatbot CASA via WhatsApp, that message is transmitted using the WhatsApp Business Platform, provided by Meta Platforms, Inc. ("Meta"). Meta processes the content of these messages to deliver them between the staff member's device and CASA's systems, in accordance with Meta's own WhatsApp Business Platform terms and privacy policy. CASA does not send WhatsApp messages to protégés, advocates, or members of the public through this tool.
5. How information is stored and protected
Chatbot CASA and the underlying program data are hosted on Google Cloud infrastructure. Access to the underlying data is restricted through Google account permissions and limited to what is required for the tool to function. CASA does not sell or share this information with third parties other than the service providers described in this policy (Google Cloud and, where WhatsApp is used, Meta).
6. Data retention
Chatbot CASA does not create a separate, permanent copy of protégé or advocate personal information beyond what is needed to answer a question at the time it is asked. The underlying program records continue to be governed by CASA's existing record-keeping and retention practices.
7. Your rights
Protégés, advocates, and other individuals retain all rights they already have under CASA's existing privacy practices and under Australian privacy law, including the right to ask what information CASA holds about them and to request corrections.
8. Contact us
If you have any questions about this policy, please contact Citizen Advocacy South Australia Inc. at it@citizenadvocacysa.com.au, 20 Myers St, Adelaide SA 5000, Australia.