Privacy policy

Information we collect

We collect information you provide, including your name, email address, contact details, account information, enquiries and correspondence. When you use Orana Review, this can also include your draft visa application, supporting documents, questions, practitioner feedback and other information relevant to the review.

Application documents may contain dates of birth, passport and other identity details, nationality, immigration history, employment, education, financial and family information. Depending on what you submit, they may also contain sensitive information such as health information, racial or ethnic origin, or criminal history. Please only share information relevant to the service. Where consent is required to collect sensitive information, we will seek it.

If you provide information about someone else, such as a family member, employer or referee, please ensure you are authorised to share it and make them aware of this policy where appropriate.

We also collect technical and usage information, such as IP addresses, device and browser details, pages visited, interactions, timestamps and error logs. For paid services, we may receive transaction details, payment status and billing information from our payment provider.

How we collect and use information

We usually collect information directly from you through our website, platform, document uploads and communications. We may also receive information from the practitioner reviewing your application, someone you authorise to act for you, and service providers supporting your use of Orana.

We use personal information to operate accounts, provide and coordinate reviews, communicate with you, process payments and refunds, respond to enquiries, maintain records, protect against misuse, resolve complaints and meet legal obligations. We also use technical information and feedback to understand and improve the reliability and usability of our services.

You can browse our public website without creating an account. If you choose not to provide information needed for a review, we may be unable to provide that service. You can ask us what information is required before submitting your documents.

Who we share information with

Customers purchase services through Orana. We share relevant information with the registered migration agent delivering your review and with authorised team members who need it to support the service.

We also use providers for hosting, document storage, email, payments, analytics, security and technical support. These providers may process personal information to perform those functions. We also use AI and diagnostic services as described below. Payment card details should be provided through the payment provider identified at checkout, rather than sent to us by email or included in uploaded documents.

We may also disclose information where required or permitted by law. Buying a review does not authorise Orana to lodge a visa application or submit your documents to the Department of Home Affairs.

AI tools, cookies and analytics

Our platform includes AI tools to support practitioners. Where these tools are used, information entered into them may be sent to external AI providers for processing. Inputs, outputs and related technical information may also be recorded by our service providers for diagnostics and evaluation. A registered migration agent delivers the review and personalised advice; AI does not decide visa outcomes.

We use cookies and similar technologies for account sessions, security and platform analytics. Analytics may associate usage and error events with your account. You can manage cookies through your browser settings, although blocking them may affect sign-in and other functionality.

Storage, security and retention

We use technical and organisational safeguards, including access controls and secure connections, to protect personal information. No method of internet transmission or electronic storage is completely secure.

Orana and your registered migration agent retain your client file securely for at least seven years after the last action on the file, including after the service ends. Unneeded records are securely destroyed.

Other personal information, such as enquiries and technical usage records, is retained for as long as reasonably needed for the purpose it was collected and to meet applicable legal obligations. You can ask us about retention or request deletion; client files and other records we are required to keep may need to be retained despite a deletion request.

Our service providers operate internationally, so your information may be stored, processed or accessed outside Australia. Locations depend on the provider and service configuration, and may change. Contact us for information about the locations relevant to your service. We take reasonable steps required by applicable law to protect information handled by overseas providers.

Access, corrections and privacy complaints

To request access to or correction of your information, request deletion, or raise a privacy concern, email hello@orana.global. We may need to verify your identity before acting on a request. If we cannot fulfil a request, we will explain why, subject to applicable law.

Please describe any complaint and the outcome you are seeking. We will investigate and respond to your complaint, and let you know if there are delays. If you are dissatisfied with our response, you can contact the Office of the Australian Information Commissioner, where it has jurisdiction.

Changes to this policy

We may update this policy as our services or practices change. The current version will be available on this page with its last updated date. Where required, we will provide additional notice or seek consent for changes affecting how we handle your information.