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Privacy policy

Last updated 22 April 2026

Duly is a brand of LSG Group Pty Ltd (ABN 76 687 810 457), referred to in this policy as "Duly," "we," "us," or "our." This Privacy Policy explains how we collect, use, store, and disclose personal information when you use our website at www.dulydoes.au or request a broker match through our service.

We are bound by the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

What we collect

When you fill out the matching form or otherwise interact with Duly, we collect:

  • Your name, business name, and the industry you operate in.
  • Your email address, phone number, and business location.
  • Information about your current insurance arrangements, where you provide it voluntarily.
  • Technical information captured automatically when you visit the website, including IP address, browser type, device type, referral source, and pages viewed.

We do not collect sensitive information (as defined under the Privacy Act) as part of our matching service. If you volunteer sensitive information to us, we may redact it before passing details to a broker.

How we collect it

We collect personal information directly from you when you submit our matching form, email us, or otherwise contact us. We also collect technical information through cookies and standard web analytics tools.

Why we collect it

We collect personal information for the following purposes:

  • To pass your request to the licensed insurance broker named in our Terms, so they can contact you.
  • To pass your details to the matched broker so they can contact you.
  • To respond to enquiries you send us directly.
  • To improve the Duly website and service.
  • To comply with legal obligations.

Who we share it with

When you request a broker match, we share your submitted information with the one licensed broker we match you with. That broker then contacts you directly.

We do not sell your personal information to any third party. We do not share your information with any other business, marketing list, or data broker.

We may also share personal information with:

  • Our service providers (for example, website hosting, email delivery, CRM, and analytics providers), strictly for the purpose of running the Duly service.
  • Government agencies, law enforcement, or regulators where we are required to do so by law.

Once your information is shared with a matched broker, that broker handles your data under their own privacy policy and their own obligations as an Australian Financial Services Licence (AFSL) holder or authorised representative.

Direct marketing

We do not add you to a marketing list as part of the matching process. If we ever introduce a newsletter or marketing communications, we will seek your separate opt-in consent and provide a clear unsubscribe option in every message.

Cookies and analytics

The Duly website uses cookies and standard web analytics tools to understand how the site is used and to improve it. You can disable cookies in your browser settings, though parts of the site may not function as intended if you do.

Use of AI and automation

We use artificial intelligence (AI) and automation inside the Duly service, both to deliver the matching service and to improve how we run it.

Specifically, we use AI and automation to:

  • Route your request to the broker named in our Terms, based on the information you submit in our form.
  • Power operational automations such as routing, notifications, and record-keeping in our CRM.
  • Improve our service internally, including pattern analysis, benchmarking, and team training.

We do not use AI to:

  • Provide insurance advice, financial product advice, or personal recommendations. All advice comes from the matched broker.
  • Handle your insurance documents. Duly does not collect, store, or process insurance policy documents, certificates of currency, claim paperwork, or similar materials. Once you are matched, the licensed broker handles all documentation directly with you under their own Australian Financial Services Licence (AFSL) obligations.
  • Make a final decision about which broker you engage. The AI-assisted match is a recommendation. You choose whether to proceed.

Where we use third-party AI providers, we select providers that contractually commit not to use your personal information to train their public or shared models. We review these arrangements periodically.

You can request that any AI-assisted match be reviewed by a human member of the Duly team at any time.

We have an AI Compliance Officer responsible for reviewing our use of AI, maintaining provider contracts, responding to AI and data queries, and ensuring our AI use stays consistent with the Australian Privacy Principles. You can reach the AI Compliance Officer at hello@dulydoes.au (please include "AI query" in the subject line).

Storage and security

We store personal information on servers located in Australia. Where service providers we use store or process data overseas, see the Overseas disclosure section below. We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure, including:

  • Encrypted data transmission (HTTPS).
  • Access controls on internal systems.
  • Choosing and reviewing the service providers and brokers we work with.

No system is perfectly secure, and we cannot guarantee the security of information transmitted over the internet.

How long we keep it

We retain personal information for as long as it is needed to provide the matching service and for a reasonable period afterwards to comply with legal, accounting, or reporting obligations. Where information is no longer needed, we take reasonable steps to destroy or de-identify it.

Overseas disclosure

Some of our service providers (for example, cloud hosting, email, and analytics providers) may store or process data overseas, including in the United States and the European Union. Where this is the case, we take reasonable steps to ensure those providers handle your information consistently with the Australian Privacy Principles.

Accessing and correcting your information

You can request access to the personal information we hold about you, or ask us to correct it, at any time. Email us at hello@dulydoes.au. We will respond within a reasonable timeframe, usually within 30 days.

Complaints

If you believe we have breached the Australian Privacy Principles, or you are not satisfied with how we have handled your personal information, please contact us in the first instance at hello@dulydoes.au. We will investigate and respond within 30 days.

If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

Changes to this policy

We may update this Privacy Policy from time to time. The current version will always be posted at www.dulydoes.au/privacy with the date it was last updated.

Contact

hello@dulydoes.au
Duly, a brand of LSG Group Pty Ltd
Gold Coast, QLD