> For the complete documentation index, see [llms.txt](https://docs.scaleconnect.com.au/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.scaleconnect.com.au/scaleconnect-docs/graveyard/data-and-privacy.md). # Data & Privacy ScaleConnect processes sensitive financial and personal data on behalf of mortgage brokers and their clients. This page explains what data we collect, how it is stored and protected, where it resides, and how third parties are involved. For technical security controls, infrastructure details, and compliance references, see [Data Security](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/data-security.md). *** ## What Data We Collect ScaleConnect collects and processes several categories of data to deliver the platform's functionality. | Category | Examples | Purpose | | ------------------------- | -------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------- | | **Client financial data** | Salary, living expenses, deposit savings, superannuation, HECS balance, loan details, property values, rental income | Powers the simulation engine — cashflow projections, tax calculations, equity modelling | | **Property data** | Address, specs, purchase price, land value, growth assumptions, operating costs | Property-level modelling and PropTrack address enrichment | | **Identity data** | Name, email, phone number, date of birth, citizenship status | Client profiles, authentication, communication | | **Usage data** | Page views, feature interactions, error logs | Product improvement, bug detection (via Sentry) | | **Communication data** | AI chat messages, meeting notes, Calendar Agent interactions | Powering AI features (Broker Brain, Ask AI, AI Reviews) | {% hint style="info" %} ScaleConnect does not collect or store bank login credentials, transaction-level bank data, or credit card numbers. Billing is handled entirely through Stripe — we never see or store your card details. {% endhint %} *** ## How Data Is Stored and Protected All platform data is stored in a PostgreSQL database hosted on Supabase, with the following protections: * **Encryption in transit** — All connections to the production database use TLS (Transport Layer Security). Data moving between your browser, our servers, and third-party services is encrypted. * **Encryption at rest** — The database is hosted on Supabase's managed PostgreSQL service, which encrypts data at rest using AES-256 encryption. * **Authentication** — ScaleConnect supports multi-provider authentication through Supabase Auth, Clerk, and Firebase. Sessions are managed via secure cookies with domain-scoped tokens. * **Role-based access control** — Every user is assigned a role (user, broker, admin, or ai\_service). Access to client data is verified on every request — brokers can only access clients connected to their practice. A broker cannot see another broker's clients, and a client cannot see another client's data. * **Input validation** — All user inputs are validated server-side using a whitelist approach. Only expected fields and formats are accepted, reducing the risk of injection or malformed data. * **Automated backups** — The database is backed up automatically on a regular schedule. Backups are stored in the same region (ap-southeast-2) and can be restored in the event of data loss. *** ## Data Residency ScaleConnect's primary infrastructure runs on **AWS EKS in the ap-southeast-2 (Sydney) region**. This means your data is stored and processed within Australia. The PostgreSQL database is hosted on Supabase, which also operates within the Sydney region for Australian customers. {% hint style="warning" %} Some third-party services process data outside Australia. See the Third-Party Data Sharing section below for details on each provider and what data they receive. {% endhint %} *** ## Third-Party Data Sharing ScaleConnect shares limited data with third-party services to deliver specific features. Each integration receives only the minimum data required for its function. | Provider | What data is shared | Purpose | Data location | | ------------------- | ---------------------------------------------- | ----------------------------------------------------- | --------------------------------- | | **OpenAI** | AI chat messages, client context summaries | Powers Broker Brain, Ask AI, and AI Reviews | United States | | **PropTrack** | Property addresses | Address lookup and property data enrichment | Australia | | **Stripe** | Email, subscription plan, payment method token | Billing and subscription management | United States (PCI DSS compliant) | | **Google Calendar** | Meeting titles, times, attendee emails | Two-way calendar sync | Google Cloud (global) | | **Pylon** | Support messages, user email | Customer support ticketing | United States | | **Sentry** | Error stack traces, session metadata | Error monitoring and crash reporting | United States | | **SendGrid** | Recipient email, email content | Transactional email delivery (invites, notifications) | United States | {% hint style="info" %} AI chat messages sent to OpenAI are used solely for generating responses. ScaleConnect's agreement with OpenAI specifies that data is not used for model training. See OpenAI's enterprise privacy terms for details. {% endhint %} No client financial data (salaries, loan balances, property values) is shared with Stripe, Pylon, Sentry, or SendGrid. These services receive only the operational data listed above. *** ## Client Data Access and Deletion ### Who can access client data * **Brokers** access client data through the ScaleConnect platform. Access is scoped to clients connected to the broker's practice. Brokers cannot see data belonging to other brokers' clients. * **Clients** access their own data through ScaleApp. They can view their profile, properties, strategy, and AI chat history. * **Team members** can access client data within their practice, based on the permissions granted by the practice admin. ### Disconnecting a client When a broker disconnects a client, the broker–client relationship is removed. The broker can no longer see that client's data in ScaleConnect. However, the client's data is **not deleted** — it remains in the client's ScaleApp account and can be reconnected to another broker in the future. Disconnecting does not affect any strategies, properties, or events the client has in ScaleApp. The client retains full ownership of their data. ### Requesting data deletion Users (both brokers and clients) can request permanent deletion of their data by contacting support. Upon receiving a verified deletion request: 1. The support team verifies the requester's identity via email or phone. 2. All personal and financial data associated with the account is permanently removed from the database. 3. Associated simulation data (strategies, properties, events, cashflow projections) is deleted. 4. Data stored in third-party systems (Sentry error logs, SendGrid delivery records) is subject to those providers' own retention policies and may persist until their scheduled purge cycles. 5. Deletion is irreversible — there is no recovery once the process is complete. {% hint style="warning" %} Data deletion is permanent. Export any data you need (cashflows, strategies, client records) before submitting a deletion request. Use the Excel export on the Cashflows tab to save projection data. {% endhint %} ### Data portability Brokers can export client cashflow projections to Excel at any time from the Cashflows tab in a client's strategy. This export includes year-by-year personal and portfolio cashflow data. For bulk data exports or API-based data access, see the [Open API](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/open-api.md) documentation. *** ## Broker Responsibilities As a broker using ScaleConnect, you are responsible for ensuring that you have appropriate consent to input and process your clients' personal and financial data. ### Consent Before entering a client's data into ScaleConnect, ensure you have obtained their informed consent — whether verbal or written — to collect, store, and process their information for the purpose of financial modelling and portfolio management. ### Regulatory obligations Brokers operating in Australia should be aware of the following legislation as it relates to client data handling: | Legislation | Relevance | | ------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Privacy Act 1988** | Governs how personal information is collected, used, disclosed, and stored. The Australian Privacy Principles (APPs) within this Act set the baseline for data handling. | | **AML/CTF Act** | Anti-Money Laundering and Counter-Terrorism Financing Act — requires customer identification and verification procedures. See [Policy & Compliance](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/policy-and-compliance.md). | | **NCCP Act** | National Consumer Credit Protection Act — requires brokers to act in the best interests of clients and maintain records of advice and assessments. | | **Corporations Act 2001** | Governs financial services licensing and conduct obligations for credit licensees. | {% hint style="info" %} ScaleConnect is a technology platform that provides modelling and simulation tools. It does not provide financial advice. Brokers remain responsible for the accuracy of data they input and for any advice they give based on simulation outputs. {% endhint %} *** ## Data Retention ScaleConnect retains your data for as long as your account is active or your subscription is in a read-only state after cancellation. If you cancel your subscription, your data is preserved in read-only mode — you can reactivate at any time to regain full access. If you do not reactivate within 12 months of cancellation, ScaleConnect reserves the right to archive or delete inactive account data. You will receive email notification at least 30 days before any data is archived or removed. *** ## Questions For questions about data handling, privacy, or to submit a data access or deletion request, contact support via the help widget in ScaleConnect or email the support team directly. For technical security details, see [Data Security](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/data-security.md). For billing and subscription data, see [Pricing & Policy](/scaleconnect-docs/graveyard/pricing-and-policy.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.scaleconnect.com.au/scaleconnect-docs/graveyard/data-and-privacy.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.