Terms of Service
Effective date: [27/01/2026] · Last updated: [23/10/2026] · Review cycle: Annual · Next review: 22/01/2027 · Approved by: Chief Executive Officer
These Terms of Service (“Terms”) govern the use of the services, platforms, programs and website provided by Cybernetic Shield Pty Ltd (“Cybernetic Shield”, “we”, “our”, “us”) in Australia and New Zealand.
By accessing or using any part of our services, you agree to these Terms.
1. About Cybernetic Shield
Cybernetic Shield provides online safety, digital wellbeing and cyber incident support to help prevent, respond to and recover from online harm affecting children, young people, families and staff. We work with schools and school systems, sporting groups, membership organisations and employers.
Our services include:
- online safety education programs, delivered through our learning management system
- student and parent apps and portals, including 3Cs Help and 4Cs Help
- incident reporting and online safety support through our 24/7 Cyber Incident Helpline
- counselling intake and wellbeing triage pathways
- digital investigations and evidence management services
- staff training, safety resources and consulting services
- free resources on our website, including the Free Response Demo
Services are delivered through secure cloud-based platforms, phone and chat services, and supporting collaboration tools.
2. Who may use our services
Our services can be accessed by:
- Students: enrolled or invited by a participating school
- Parents and carers: registered through a school invitation or open support access
- School staff and leadership teams: authorised by a participating school
- Members, staff and their households: enrolled by a participating sporting group, membership organisation or employer
- Approved service partners: supporting safeguarding actions
- Website visitors: using our public website and free resources
Students use our services through a participating school, under that school’s agreement with Cybernetic Shield.
3. Relationship to client agreements
We work with schools and other organisations under individual written service agreements. These set out detailed commercial terms, scope of work, reporting arrangements and agreed service levels.
These public Terms:
- provide general conditions of use for all website users, app users, students, parents, staff and members
- do not replace or override any individual service agreement
If there is any inconsistency between these Terms and a client’s service agreement, the service agreement prevails.
4. Unacceptable use
You must not use Cybernetic Shield services to:
- harass, threaten or harm others
- impersonate any person or organisation
- submit false or malicious reports
- upload illegal, abusive, exploitative or harmful material
- interfere with service security or platform operations
- attempt unauthorised access to accounts or data
We may suspend or terminate access for unacceptable use of our services.
5. Child safety and safeguarding
Cybernetic Shield operates under strong child safety principles, consistent with:
- the National Principles for Child Safe Organisations and state and territory Child Safe Standards
- obligations under the Online Safety Act 2021 (Cth)
- applicable New Zealand child protection requirements
- the Safer Technologies for Schools (ST4S) guidelines
- Trusted eSafety Provider (TEP) principles
Where a disclosure indicates a potential risk of harm to a child, we:
- engage school or organisational safeguarding processes
- escalate to appropriate child protection, wellbeing or emergency services
- cooperate with law enforcement where legally required
Our services are designed to promote early intervention, clear reporting pathways and wellbeing support. They complement statutory child safety systems and the duty of care held by schools and organisations.
6. Privacy and data handling
We handle personal information in accordance with our Privacy Policy, which explains:
- what information we collect
- how it is used
- where it is stored
- our security safeguards
- your rights of access and correction
- our data retention practices
Please review our Privacy Policy before using our services.
7. Security commitments
We apply industry-standard security practices, including:
- encryption of data in transit and at rest
- multi-factor authentication for staff and service platforms
- role-based access control aligned to least-privilege principles
- secure hosting in Australian cloud environments where feasible
- activity logging and monitoring
- routine vulnerability scanning and security testing
- vendor security assurance programs
No digital service can guarantee absolute security, but we continually review and strengthen our protective controls. We will notify our customers of any significant changes, giving at least 30 days’ notice where practicable.
8. Clinical support and service limitations
Cybernetic Shield provides wellbeing support services, including:
- counselling and therapeutic support delivered by qualified mental health practitioners through affiliated service providers, including our Psychology Shield and our online trauma counselling practice, MindShield Matters
- clinical assessment and diagnosis by appropriately credentialed practitioners, where clinically indicated
- ongoing support plans as part of wellbeing pathways, coordinated with schools, families and external care providers
Our services are designed to support early intervention, online incident triage, therapeutic care and referral pathways, within the scope of professional practice.
Cybernetic Shield is not an emergency response provider. If anyone is at immediate risk of serious harm to themselves or others, contact emergency services on 000 in Australia or 111 in New Zealand, or engage an appropriate crisis support service. Our services do not replace emergency medical or psychiatric crisis response services.
Free resources on our website, including the Free Response Demo, are for general education. They are not professional advice about a specific incident.
9. Service availability
While we aim to provide continuous availability, access may occasionally be disrupted by:
- maintenance or system updates
- network or platform outages
- circumstances beyond our reasonable control
We are not liable for temporary interruptions caused by infrastructure failures outside our direct control.
10. Account access and termination
We may suspend or terminate access:
- if an account is inactive for an extended period
- in the event of unacceptable use of our services
- at the direction of a participating school or organisation
- where required to protect safety or comply with legal obligations
Schools and organisations may request de-provisioning of accounts for their students, staff or members at any time, in accordance with their service agreement.
11. Complaints and concerns
You can raise a complaint or concern by contacting us at csenquiry@cyberneticshield.au, or on 1300 707 009 (Australia) or +64 9 886 7536 (New Zealand).
Privacy-related complaints can also be directed to:
- in Australia: the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au
- in New Zealand: the Office of the Privacy Commissioner at www.privacy.org.nz
Online content or platform safety concerns can also be reported to:
- in Australia: the eSafety Commissioner at www.esafety.gov.au
- in New Zealand: Netsafe at netsafe.org.nz
12. Changes to these Terms
We may update these Terms to reflect changes to our services, legal requirements or safeguarding practices. Where updates materially affect users, we will provide reasonable notice. The “Last updated” date at the top of this page always reflects the current version.
13. Your consumer rights
Nothing in these Terms excludes, restricts or modifies any rights you have under the Australian Consumer Law or the Consumer Guarantees Act 1993 (NZ) that cannot lawfully be excluded.
14. Governing law
These Terms are governed by the laws of Queensland, Australia. Any disputes relating to these Terms must be brought in the courts of Queensland, unless the law of your location requires otherwise.
15. Contact
Cybernetic Shield Pty Ltd
Email: csenquiry@cyberneticshield.au
Phone: 1300 707 009 (Australia) · +64 9 886 7536 (New Zealand)
Website: cyberneticshield.com/au