Portal Terms of Use

01 Eligibility & Access

The BAC Client Portal is invitation-only. Access is provided exclusively to clients who have an active engagement with Baldwin Advocacy & Claims. Here is how it works:

• BAC creates your account. You cannot sign up on your own. When you become a BAC client, we will set up your portal account and send you login credentials.
• One account per client. Each client receives one portal account. Do not create or request additional accounts.
• You must be a current BAC client. Portal access is tied to your advocacy engagement with us. If your engagement ends, your portal access may be deactivated (see Section 12 on termination).
• You must be at least 18 years of age or have a legal guardian managing the account on your behalf.

If you believe you should have portal access but have not received an invitation, please email admin@baldwinclaims.com.au.

02 Account Security

Your portal account contains sensitive personal and medical information. Keeping it secure is a shared responsibility. You are responsible for:

• Choosing a strong password. Use a unique password that you do not use for other websites or services. We recommend using a password manager.
• Enabling two-factor authentication (2FA). When prompted, you must enable 2FA on your account. This adds a critical layer of security to protect your information.
• Keeping your credentials private. Do not share your login details, password, or 2FA codes with anyone, including family members, other advocates, or other service providers.
• Logging out on shared devices. If you access the portal from a shared or public computer, always log out when you are finished.

BAC will never ask you for your password via email, phone, or message. If you receive such a request, it is not from us. Do not respond to it and let us know straight away.

03 Acceptable Use

The portal is a professional tool designed to support your DVA claim. When using it, you agree to:

• Only upload documents relevant to your DVA claim. This includes medical reports, service records, statements, scans, and other evidence related to your claim. The portal is not a general file storage service.
• Not upload illegal, offensive, or inappropriate content. This should go without saying, but the portal must only be used for its intended purpose.
• Not share other people's personal information. Do not upload documents that contain someone else's private or medical information unless it is directly relevant to your claim (for example, a buddy statement from a fellow veteran who has consented).
• Not attempt to access other clients' accounts or data. Each account is strictly separate. Any attempt to access data that is not yours will result in immediate account suspension.
• Not interfere with the portal's operation. Do not attempt to probe, hack, reverse-engineer, or disrupt the portal in any way.

Breaching these terms may result in your portal access being suspended or terminated. Serious breaches may be reported to the relevant authorities.

04 Document Upload & Storage

Accepted File Types & Limits

The portal accepts the following file formats:

• PDF (.pdf) — preferred for medical reports and official documents
• Images (.jpg, .jpeg, .png) — for scans, photos of documents, or medical imaging
• Word documents (.docx) — for draft statements or editable documents
• DICOM imaging files (.dcm) — for medical imaging such as MRI or CT scans

The maximum file size per upload is 20 MB. If you have a file that exceeds this limit, contact us and we will arrange an alternative method for you to share it.

Document Ownership

You own your documents. Uploading files to the portal does not transfer ownership to BAC. Your medical reports, service records, and personal documents remain yours. You may request copies of your uploaded documents at any time.

Document Retention

BAC will retain uploaded documents for a minimum of 7 years after your claim is finalised or your engagement with BAC ends. This retention period exists because:

• DVA claims can be reviewed, appealed, or revisited years after the initial decision.
• We may need to refer back to documents if you return for further advocacy.
• It aligns with standard Australian record-keeping obligations for professional services.

After the retention period, documents will be securely destroyed. If you would like your documents deleted sooner, you can make a request (see Section 12).

05 Medical & Health Information

DVA claims involve sensitive health information. By using the portal, you consent to BAC:

• Collecting the medical and health information you upload or provide through the portal.
• Storing that information securely within our systems for the duration of your engagement and the retention period described in Section 4.
• Processing that information solely for the purpose of preparing, submitting, and managing your DVA claim.

BAC handles health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable state and territory health records legislation. If you are uncomfortable uploading certain medical documents through the portal, you can provide them to us in person or via another secure method.

06 Messaging & Communication

The portal includes a messaging feature so you can communicate with BAC about your claim. Please keep the following in mind:

• Messages are not real-time. The portal messaging system is not a live chat. Think of it like email within the portal.
• BAC aims to respond within 1 business day. Most messages will be answered within this timeframe. During busy periods or public holidays, it may take slightly longer.
• Not a substitute for emergency services. If you are experiencing a medical emergency, call 000. If you are in crisis or need immediate mental health support, contact:
  • Open Arms (Veterans & Families Counselling): 1800 011 046
  • Lifeline: 13 11 14
  • Beyond Blue: 1300 22 4636
• Keep messages relevant to your claim. The messaging system is for claim-related communication. For general enquiries, email admin@baldwinclaims.com.au.

Messages sent through the portal are stored securely and form part of your client file. BAC may refer to previous messages when managing your claim.

07 Appointments & Scheduling

The portal allows you to view upcoming appointments and book new consultations with BAC. When using the scheduling features:

• Bookings are subject to availability. Not all time slots will be available. BAC will confirm your appointment.
• Provide reasonable notice for cancellations. If you need to cancel or reschedule, please do so at least 24 hours in advance through the portal or by contacting us directly.
• Appointment reminders are a courtesy. While BAC may send reminders, it is your responsibility to attend your scheduled appointments.

08 Invoices & Payments

The portal allows you to view invoices and track your payment status. A few things to note:

• Invoices reflect BAC's fixed-fee model. The amounts shown on your invoices correspond to the fees agreed in your engagement with BAC.
• Payment terms are set out in your engagement agreement. The portal displays your invoice status for convenience, but the governing terms around payment are in your signed client agreement with BAC.
• Invoice queries. If you believe an invoice is incorrect or have a question about a charge, contact us at admin@baldwinclaims.com.au.

09 Intellectual Property

Let us keep this simple:

• BAC owns the portal. The portal's design, code, features, branding, and any templates, guides, or resources provided through it are the intellectual property of Baldwin Advocacy & Claims. You may not copy, reproduce, or redistribute any part of the portal.
• You own your content. Any documents, files, messages, or information you upload or provide through the portal remain your intellectual property. BAC does not claim ownership over your content.
• Limited licence to BAC. By uploading content, you grant BAC a limited licence to use, store, and process that content solely for the purpose of providing advocacy services to you. This licence ends when your data is deleted in accordance with our retention policy.

10 Limitation of Liability

The portal is a tool designed to make managing your DVA claim easier. However, there are important limitations you should understand:

The Portal Is Not Medical or Legal Advice

Nothing displayed on the portal constitutes medical advice, legal advice, or a guarantee of any DVA claim outcome. The portal shows the status and progress of your claim, but decisions are made by DVA, not by BAC or the portal. BAC provides advocacy services, not legal representation.

Portal Availability

BAC strives to keep the portal available at all times, but we do not guarantee uninterrupted access. The portal may be temporarily unavailable due to:

• Scheduled maintenance or updates
• Technical issues beyond our control (hosting outages, internet disruptions)
• Security incidents that require us to take the portal offline

BAC is not liable for any loss, inconvenience, or delay caused by the portal being temporarily unavailable. If the portal is down and you need to reach us urgently, email admin@baldwinclaims.com.au or phone us directly.

Data Accuracy

While BAC takes care to ensure the information displayed on the portal is accurate and up to date, we cannot guarantee that all information is error-free at all times. If you notice something that looks incorrect, let us know and we will fix it.

Limitation

To the maximum extent permitted by Australian law, BAC's total liability to you in connection with the portal is limited to the fees you have paid to BAC for advocacy services. BAC is not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the portal.

Nothing in these terms excludes or limits any rights you have under the Australian Consumer Law that cannot be excluded or limited by agreement.

11 Privacy

Your privacy matters. BAC's handling of your personal information is governed by our Privacy Policy, which is available on our website at baldwinclaims.com.au.

The Privacy Policy explains in detail:

• What personal information we collect and why
• How we store and protect your information
• Who we may share your information with (and the limited circumstances in which this occurs)
• Your rights to access, correct, and request deletion of your personal information
• How to make a privacy complaint

By using the portal, you acknowledge that you have read (or have had the opportunity to read) the Privacy Policy and agree to the collection and use of your information as described in it.

12 Termination & Account Deletion

When BAC May Suspend or Terminate Access

BAC reserves the right to suspend or terminate your portal access if:

• You breach these Terms of Use
• Your engagement with BAC ends (whether completed, withdrawn, or terminated)
• We reasonably believe your account has been compromised
• We are required to do so by law or by a regulatory body

Where possible, BAC will notify you before suspending or terminating your access and explain the reason. In cases involving security concerns or legal requirements, immediate action may be taken without prior notice.

Requesting Account Deletion

You may request the deletion of your portal account at any time by emailing admin@baldwinclaims.com.au. Upon receiving your request:

• Your portal login will be deactivated
• You will be offered the opportunity to download your uploaded documents before deletion
• Your data will be retained or deleted in accordance with our Privacy Policy and the document retention period outlined in Section 4

Deleting your portal account does not automatically end your engagement with BAC as a client. If you wish to end the advocacy engagement itself, that must be communicated separately.

13 Changes to These Terms

BAC may update these Terms of Use from time to time. When we make changes:

• We will update the "Last updated" date at the top of this document.
• We will notify you of material changes via the portal (through a notification or banner) and/or by email.
• If the changes are significant, we may ask you to re-acknowledge the updated terms before continuing to use the portal.

Continued use of the portal after changes have been communicated constitutes your acceptance of the updated terms. If you do not agree with any changes, you may request account deletion as described in Section 12.

14 Governing Law

These Terms of Use are governed by the laws of the Commonwealth of Australia. Any disputes arising from or in connection with these terms will be subject to the jurisdiction of the courts of Australia.

Nothing in these terms is intended to exclude, restrict, or modify any rights you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable Australian legislation that cannot be excluded, restricted, or modified by agreement.

15 Dispute Resolution

If you have a concern or complaint about the portal or these terms, we would prefer to resolve it directly. Here is the process:

1. Contact BAC first. Email admin@baldwinclaims.com.au with your concern. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 business days.
2. If we cannot resolve it together, you may escalate the matter to the relevant Australian dispute resolution body, such as:
   • The Office of the Australian Information Commissioner (OAIC) for privacy-related complaints
   • Your state or territory's consumer affairs or fair trading body for service-related disputes
   • The Australian Financial Complaints Authority (AFCA) if the dispute involves financial matters

BAC is committed to resolving disputes fairly and in good faith. We will cooperate with any relevant external dispute resolution process.

16 Consent

When you log into the BAC Client Portal for the first time (or after any material update to these terms), you will be asked to confirm your agreement by checking the following statement:

By checking this box, you acknowledge that:

• You have read and understood these Portal Terms of Use
• You have read and understood the BAC Privacy Policy
• You consent to BAC collecting, storing, and processing your personal and medical information as described in these terms and the Privacy Policy
• You understand that this consent can be withdrawn at any time by contacting BAC, though withdrawal may affect your ability to use the portal