How does Lumin protect resident data and privacy?

Privacy and security aren't an afterthought on the Lumin platform — they're built into how the system is designed, particularly because many of the people we serve aren't in a strong position to manage their own digital privacy. This article gives a plain-language summary. The full Privacy Policy at mylumin.org/privacy-policy is the legal document.

What data does Lumin hold

To work, the CareHub and the apps need a small set of information about each person:

• Identification basics — name, contact details, the village or care provider you're with (if applicable)
• Connections — who your Supporters are, what contacts you've added
• Use of the platform — what messages, photos, and videos have been sent, what calls have been made, what alerts have been raised
• Device status — whether the CareHub is online, battery state, software version
• Wellbeing signals (where these features are enabled) — daily check-ins, activity patterns Lumin doesn't ask for more than the platform needs. We don't ask for medical records, financial information, or anything that isn't directly used to run the service.

Who can see what

Lumin's privacy model gives different people different views:

• The person on the CareHub sees their own activity in full — their calls, messages, photos, calendar.
• Supporters see alerts, activity signals (online, battery), and the messages and photos they themselves have sent. They don't see the CareHub user's calls or messages with other Supporters.
• Village and care staff see what's needed to do their role — connection status, who's a Supporter for whom, and Community Messages they've sent. They don't see private messages between the resident and their Supporters.
• Lumin staff access platform data only when needed to provide support, with appropriate controls and audit logs. This is by design. Just because data exists on the platform doesn't mean everyone gets to see it.

How Lumin handles the data

• Resident data is handled in accordance with Australian privacy law (including the Privacy Act 1988 and Australian Privacy Principles).
• Data is stored in Australia.
• The platform is remotely monitored 24/7/365, with access controls, audit logs, and data governance built in.
• Software updates are pushed automatically over the air, so security patches don't depend on the household to install them.
• Aged care–specific compliance is reviewed regularly given the sensitivity of the cohort.

Data when someone leaves Lumin

When a household cancels or someone passes away, their data is retained for 30 days. This is deliberate — it gives Supporters and family the chance to retrieve photos, messages, or other content if they want to, and it prevents accidental data loss in the immediate aftermath. After 30 days, the data is deleted. There's more detail in the cancellation and bereavement articles.

What if I want to see or change my data?

You can:

• Update your contact details and photos directly in the Lumin Supporters App or via the CareHub
• Ask Lumin Support to provide a copy of your data, or to delete it (subject to verification)
• Ask Lumin Support to correct any details that are wrong

What Lumin doesn't do

• No advertising. Lumin doesn't show advertising on the CareHub or apps, and doesn't sell user data to advertisers.
• No selling data. Lumin doesn't sell, rent, or trade resident data to third parties.
• No surveillance of daily activity. Lumin captures device events (online, battery, alerts) but isn't a household monitoring system. The CareHub doesn't have a camera continuously recording, doesn't listen to ambient conversation, and doesn't track what apps you use on other devices.