Proactive EAP: your privacy

Your employer has engaged ShareTree to run Proactive EAP: a scheduled wellbeing check-in by phone, followed by support if you want it. This notice explains who we are, why we are calling you, what information we collect, what happens to it, who can see what, and what your choices are.

Who we are. ShareTree Inc. (ABN 99 857 937 053) is a Victorian incorporated association that builds Emotional Pulse, a workplace wellbeing platform. We are the organisation collecting and handling the information described here. Contact us at support@sharetree.org.

1. Why we are calling

Your employer wants to check in with everyone, not just the people who put their hand up. The call asks how things are going, what is weighing on you, and what is going well, at work and outside it. If you would like support, we will attempt to arrange a session with a trained responder or refer you to a psychologist when required, or at any point in the call. If something is high risk, we will help you get to the right support as soon as possible, and in rare cases where someone’s safety is at serious risk we may need to pass information on — section 5.6 explains exactly when.

You may also be offered help getting set up on the Emotional Pulse app if you are not already using it. That is optional.

2. The call

2.1 You can decline

Your employer has asked us to attempt to reach every enrolled person, so we can’t remove you from the call list. But participation is entirely your choice. You can say no when we call, end the call whenever you like, and skip any question.

2.2 Who you’ll be talking to

Depending on what your employer chose, and on our responder capacity, the call will be with:

• Aida, an AI voice assistant operated by ShareTree. Aida introduces herself as an AI at the start of every call and tells you the call is written down as text and that your employer only ever sees anonymous themes. She is not a clinician and does not diagnose or treat anything. Her job is to listen, ask, and point you to the right support.
• A Mental Health First Responder (MHFR) employed by ShareTree, who holds current mental health first responder certification, or an equivalent or higher certification or qualification.

Sometimes a call scheduled for Aida is made by a person instead. See section 2.5 and section 5.3.

2.3 What we ask

The same core questions for everyone: how are you; what has been challenging or draining; what has been giving you energy or feels worthwhile. We ask about work and about life outside work separately. Calls are usually five to ten minutes and are kept to about 20 at most, unless you need more time because something serious has come up.

2.4 If you are at risk

Throughout the call we listen for signs that you or someone else may be at risk of harm. If that happens, the routine questions stop and you are offered support: talking to a responder as soon as practically possible, booking a session, Lifeline, or emergency services. You choose which option, if any, you want.

If you choose Lifeline, Aida can connect you on the same call, and she leaves the call once you are connected — what you say to Lifeline is not written down and does not come back to us. She cannot connect you to 000: she will ask you to hang up and dial it yourself, and will stay with you until you do. She does not contact anyone else during your call.

If we believe you or someone else is in immediate danger, we may contact emergency services or other people who can help, to fulfil our duty of care. We will communicate with you that we are doing it wherever it is safe and practical to do so.

Proactive EAP is not an emergency service and is not monitored around the clock. If you need help urgently, call Emergency Services or Lifeline relevant to your location at any time.

2.5 Some calls are made by a person, not Aida

Sometimes a trained Mental Health First Responder from ShareTree calls you instead of Aida. The call works the same way and everything in this notice still applies, with one difference: the call is recorded, only so that it can be written down as text. The recording is deleted as soon as the text has been made. The text is then handled exactly as it is for a call with Aida.

The responder will tell you this at the start of the call and ask whether you are happy to continue.

3. What we collect and how

The transcript may include health information about you, and possibly about other people you mention. That is sensitive information under Australian privacy law, and we treat it that way.

4. How your information is used

• To have the conversation with you and arrange support you ask for.
• To identify, in a de-identified way, the workplace pressures and strengths across your organisation, so your employer can act on them (section 5).
• To follow up with you about something you raised, only where you asked us to during the call (section 5.4).
• To decide whether a person or Aida makes your next scheduled call (section 5.3).
• To improve the service, using only de-identified information.

We never sell your information, never use it for advertising, and never share it with anyone for their own purposes. Your employer never receives the transcript, quotes, or anything with your name on it about what you said.

5. Who sees what

5.1 Your employer

Your employer receives a report showing patterns across teams: which pressures are coming up, how widespread they are, and how many people in each team were reached. Reports:

• never show any team of fewer than five people (smaller teams are combined into a larger unit);
• never show names, roles, quotes, or anything traceable to you;
• describe what came up (“workload raised by roughly a third of this team”), never who said it.

Your employer also agrees with us, in writing, not to try to work out who said what, and not to use the service for performance management or disciplinary purposes.

One thing to know about how findings work. The topics in your employer’s report come from AI analysis of the transcript, whether the call was with Aida or with a human responder. A topic is included based on how clearly it came up in the conversation — you are not asked to sign off on individual topics, and nothing in the report is checked back with you. It is always de-identified and never attributable to you, but we want to be straight that the report may contain a de-identified theme you didn’t personally confirm.

5.2 The follow-up list

This is the one place your name appears to your employer because of this service. If we try three times and can’t reach you, or if you decline to take part, your name, mobile number and the fact that we couldn’t reach you go on a follow-up list. It goes to your employer’s wellbeing administrator and, if your employer has nominated them, to its own trained first responders, so someone can check that you’re OK.

The list is based only on whether a scheduled call connected. It is never based on anything you said, and it never includes anyone because of a risk assessment. Your employer agrees to use it only for wellbeing follow-up and never to hold non-participation against you.

5.3 Whether Aida or a person calls you

When our responders have spare capacity, we may have a person make a call that was scheduled for Aida, at no cost to your employer. In deciding whose calls to convert, our system may take into account how many times we’ve been unable to reach you, whether you use the Emotional Pulse app, and patterns in your check-ins in the app if you use it. That last signal stays inside our system: the responder is not told why you were prioritised, and your employer is never told who was prioritised.

5.4 Follow-up from us

We only follow up with you about something you raised if you asked us to during the call — by asking to speak to a responder, booking a session, or asking us to call you back. We don’t contact you about it otherwise. Whether something you said appears in your employer’s report, in de-identified form, does not depend on this.

5.5 ShareTree staff

ShareTree responders and clinical staff can see the transcript and findings for calls they conduct or are assigned, so they can support you properly. Our analysis and reporting staff work only with de-identified data. Our systems are built so that the reporting view physically cannot reach anything identifying you.

5.6 Your employer does not learn who said what

We do not tell your employer your name in connection with anything you say. If something in the call suggests you or someone else may be at risk, we respond by helping you: we encourage you to speak with a Mental Health First Responder, offer to book a session, and point you to Lifeline or Emergency Services.

When we would pass something on. Like any Mental Health First Responder, we treat what you say as confidential. The only times we would pass something on are:

• if we believed you or someone else was at risk of serious harm — we may contact emergency services, or another person or service who can help;
• if the law required us to report something; or
• if someone had made a specific, credible threat to harm a particular person at your workplace, and your employer needed to know to keep that person safe.

We would share only what was needed, and we would tell you we had done it wherever it was safe to do so.

Your identity would also be shared with your employer if you ask us to — for example, you want your employer to know about something so it can be fixed — or if a court order or similar legal process compelled us. That is rare, and we would tell you where we lawfully could.

ShareTree responders and psychologists are also bound by their own professional obligations, including reporting obligations that apply to registered professionals.

6. Overseas processing

Some of the technology behind the service runs on servers outside Australia. Under Australian privacy law we must tell you this, and we must take reasonable steps to make sure those providers protect your information. They are:

All records, meaning the transcript, the findings, bookings and everything else, are stored in Sydney, Australia, on our own systems. The full list of providers we use, including the ones that only handle email and payments, is published at our sub-processors page.

7. How long we keep things

8. Your choices and rights

• Decline or stop at any time, without giving a reason.
• Ask what we hold about you, and ask us to correct it. Email support@sharetree.org. We will respond within 30 days.
• Ask us to remove the link between you and your call records. We will do so; de-identified aggregate data remains.
• Tell us to stop following up about something you raised, at any time.
• Complain. Contact us first at support@sharetree.org. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

Changes to this notice

If we make a significant change, we will tell you before your next scheduled call. Every change is listed here.

• 20 October 2026 — Section 5.6 now says plainly when we would pass something on: a risk of serious harm, a legal obligation to report, or a specific, credible threat to someone at your workplace. Section 2.4 explains what Aida can and cannot do if you are at risk. New section 2.5: calls made by a person are recorded so they can be written down as text, and the recording is then deleted. Section 5.4: we no longer ask a consent question at the end of the call; we follow up only where you asked us to during it.
• 9 September 2026 — First published.

This notice sits alongside the Emotional Pulse Privacy Policy, which covers the app itself. Your employer’s obligations to us are set out in the Proactive EAP Service Agreement.