Security Policy

Effective Date: 18/02/2026 Last Updated: 18/02/2026 Version: 1.0

1. Introduction

1.1 Our Commitment

RTO MATE PTY LTD ("QUALTICKS", "we", "us", or "our") is committed to protecting the security of your data. As an Australian-owned company serving Registered Training Organisations (RTOs), we understand the importance of maintaining robust security measures.

1.2 Compliance

This policy supports our compliance with:

  • Australian Privacy Principle 11 (Security of personal information)

  • Notifiable Data Breaches scheme (Part IIIC Privacy Act 1988)

  • Industry best practices for SaaS security

1.3 Scope

This policy applies to all systems, data, and services provided by QUALTICKS.

2. Australian Data Sovereignty

2.1 Data Location

All customer data is stored in Australian data centres, except for limited contact information shared with our CRM provider as disclosed in our Privacy Policy.

2.2 Hosting Infrastructure

Our Platform is hosted on Australian infrastructure with:

  • Data centres located in Sydney and Melbourne

  • ISO 27001 certified facilities

  • 24/7 physical security monitoring

  • Redundant power and network connections

  • Fire suppression and climate control systems

2.3 No Offshore Data Processing

Your compliance data, documents, and operational information are never processed or stored outside Australia.

3. Encryption

3.1 Data at Rest

All data stored on our servers is encrypted using:

  • Standard: AES-256 encryption

  • Scope: Databases, file storage, backups

  • Key Management: Keys stored separately with hardware security module (HSM) protection

3.2 Data in Transit

All data transmitted between your browser and our servers is protected by:

  • Protocol: TLS 1.3 (minimum TLS 1.2)

  • Certificate: Extended Validation (EV) SSL certificate

  • Configuration: Strong cipher suites, perfect forward secrecy

  • HSTS: HTTP Strict Transport Security enforced

3.3 Database Encryption

Our PostgreSQL databases employ:

  • Transparent Data Encryption (TDE)

  • Column-level encryption for sensitive fields

  • Encrypted connections between application and database layers

4. Access Controls

4.1 Role-Based Access Control (RBAC)

Access to the Platform is controlled through role-based permissions:

RoleAccess LevelAdminFull access including user managementEditorContent and data managementUserView and limited edit access

4.2 Principle of Least Privilege

We follow the principle of least privilege:

  • Users only receive permissions necessary for their role

  • Elevated access requires approval and is time-limited

  • Regular access reviews are conducted quarterly

4.3 Multi-Factor Authentication (MFA)

  • MFA is available for all user accounts

  • MFA is mandatory for administrative access

  • Supported methods: Authenticator apps, SMS (backup)

4.4 Session Management

  • Sessions expire after 24 hours of inactivity

  • Concurrent session limits enforced

  • Session tokens are cryptographically random

  • Secure cookie flags (HttpOnly, Secure, SameSite)

5. Authentication Security

5.1 Password Requirements

User passwords must meet the following criteria:

  • Minimum 8 characters

  • At least one uppercase letter

  • At least one lowercase letter

  • At least one number

  • At least one special character

5.2 Password Storage

Passwords are:

  • Never stored in plain text

  • Hashed using bcrypt with high work factor

  • Salted with unique per-user salts

5.3 Account Lockout

  • Account locks after 5 failed login attempts

  • Lockout duration: 15 minutes (auto-unlock) or manual unlock

  • Failed attempts are logged and monitored

5.4 Password Reset

  • Secure token-based password reset

  • Tokens expire after 1 hour

  • One-time use tokens only

  • Email notification of password changes

6. Application Security

6.1 Secure Development

Our development practices include:

  • Security-focused code reviews

  • Static application security testing (SAST)

  • Dynamic application security testing (DAST)

  • Dependency vulnerability scanning

  • Security training for developers

6.2 OWASP Top 10 Mitigation

We protect against common vulnerabilities:

VulnerabilityMitigationInjectionParameterised queries, input validationBroken AuthenticationMFA, secure session managementSensitive Data ExposureEncryption, secure transmissionXML External EntitiesDisabled XML external entity processingBroken Access ControlRBAC, server-side validationSecurity MisconfigurationHardened configurations, regular auditsCross-Site ScriptingOutput encoding, Content Security PolicyInsecure DeserialisationInput validation, type checkingVulnerable ComponentsRegular patching, dependency scanningInsufficient LoggingComprehensive audit logging

6.3 Input Validation

All user input is:

  • Validated on both client and server side

  • Sanitised before processing

  • Encoded before output

  • Limited in size to prevent DoS

7. Network Security

7.1 Infrastructure Protection

  • Web Application Firewall (WAF)

  • DDoS protection and mitigation

  • Network segmentation between tiers

  • Intrusion detection systems (IDS)

7.2 Traffic Monitoring

  • All network traffic is logged

  • Anomaly detection for unusual patterns

  • Real-time alerting for suspicious activity

  • Regular traffic analysis and review

7.3 VPN Access

Administrative access to production systems requires:

  • VPN connection with strong encryption

  • MFA authentication

  • IP whitelisting

  • Activity logging

8. Monitoring and Logging

8.1 Audit Logging

We maintain comprehensive audit logs including:

  • User authentication events (login, logout, failures)

  • Data access and modifications

  • Administrative actions

  • Security events

8.2 Log Retention

Log TypeRetention PeriodSecurity events24 monthsAccess logs12 monthsApplication logs6 monthsError logs3 months

8.3 Log Protection

Logs are:

  • Stored separately from application data

  • Protected against tampering

  • Encrypted at rest

  • Backed up regularly

8.4 Real-Time Monitoring

  • 24/7 automated monitoring

  • Security Information and Event Management (SIEM)

  • Immediate alerts for critical events

  • On-call incident response team

9. Vulnerability Management

9.1 Vulnerability Scanning

  • Weekly automated vulnerability scans

  • Immediate scanning after significant changes

  • Third-party scanning for independent assessment

9.2 Penetration Testing

  • Annual third-party penetration testing

  • Additional testing after major releases

  • Remediation tracking for findings

9.3 Patch Management

PriorityTimeframeCriticalWithin 24 hoursHighWithin 7 daysMediumWithin 30 daysLowNext scheduled maintenance

9.4 Responsible Disclosure

We welcome responsible disclosure of security vulnerabilities.

To report a vulnerability:

  • Email: support@qualticks.com.au

  • Include: Description, steps to reproduce, potential impact

  • We will acknowledge within 48 hours

  • We aim to remediate critical issues within 7 days

We will:

  • Not take legal action against good-faith researchers

  • Work with you to understand and resolve the issue

  • Credit you in any public disclosure (if desired)

9.5 Third-Party Data Synchronisation Security

Training.gov.au Data Sync:

  • Data is retrieved via secure API connections from Training.gov.au

  • Synchronisation occurs on a scheduled basis (typically daily)

  • Data is validated for format integrity before storage

  • We do not independently verify the accuracy of source data from Training.gov.au

  • Synchronisation errors are logged, monitored, and investigated

Data Integrity Limitations:

  • We rely on the accuracy and currency of source data from Training.gov.au

  • We do not modify or alter Training.gov.au source data

  • Data stored in QUALTICKS may not reflect real-time changes to Training.gov.au

  • Users should verify critical information directly with Training.gov.au

Sync Status:

  • Failed synchronisations trigger internal alerts for investigation

  • We do not guarantee successful synchronisation at any particular time

  • Synchronisation may be delayed or fail due to Training.gov.au availability

10. Incident Response

10.1 Incident Classification

SeverityDescriptionResponse TimeCriticalActive breach, data exfiltrationImmediateHighPotential breach, critical vulnerabilityWithin 1 hourMediumSecurity weakness, non-critical vulnerabilityWithin 4 hoursLowMinor issue, informationalWithin 24 hours

10.2 Response Procedures

Our incident response process:

  1. Detection: Automated or manual identification

  2. Containment: Immediate steps to limit impact

  3. Eradication: Remove threat and close vulnerabilities

  4. Recovery: Restore normal operations

  5. Lessons Learned: Post-incident review and improvements

10.3 Communication

During an incident:

  • Affected customers notified as soon as practicable

  • Regular status updates provided

  • Post-incident report within 30 days

11. Data Breach Notification

11.1 Notifiable Data Breaches Scheme

We comply with the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act 1988 (Cth).

11.2 Assessment Timeline

When we become aware of a potential breach:

  • Initial assessment: Within 24 hours

  • Full assessment: Within 30 days

  • OAIC notification: As soon as practicable after assessment

  • Individual notification: As soon as practicable after OAIC notification

11.3 Notification Content

Notifications will include:

  • Description of the data breach

  • Types of personal information involved

  • Recommendations for affected individuals

  • Contact details for further information

  • Steps we are taking to respond

11.4 Customer Notification

We will notify affected customers via:

  • Email to registered account addresses

  • In-app notification

  • Phone call for high-severity incidents

12. Backup and Recovery

12.1 Backup Schedule

Data TypeFrequencyRetentionDatabaseContinuous (point-in-time)30 daysFull snapshotDaily30 daysArchivesMonthly12 months

12.2 Backup Security

All backups are:

  • Encrypted with AES-256

  • Stored in geographically separate locations (within Australia)

  • Tested regularly for integrity

  • Subject to the same access controls as production data

12.3 Recovery Objectives

  • Recovery Point Objective (RPO): 1 hour

  • Recovery Time Objective (RTO): 4 hours

12.4 Disaster Recovery Testing

  • Full disaster recovery testing conducted annually

  • Partial recovery tests conducted quarterly

  • Results documented and improvements implemented

13. Business Continuity

13.1 Availability Target

We target 99.9% uptime, measured monthly, excluding scheduled maintenance.

13.2 Redundancy

  • Multiple availability zones

  • Load balancing across servers

  • Automatic failover for critical components

  • Geographic redundancy within Australia

13.3 Maintenance Windows

  • Scheduled maintenance: Sundays 2:00-6:00 AM AEST

  • Advance notice: Minimum 72 hours

  • Emergency maintenance: Notification as soon as practicable

14. Vendor Security

14.1 Vendor Assessment

Before engaging third-party vendors, we assess:

  • Security certifications (SOC 2, ISO 27001)

  • Data protection practices

  • Incident response capabilities

  • Compliance with relevant regulations

14.2 Contractual Requirements

Vendor contracts include:

  • Data protection obligations

  • Security requirements

  • Breach notification obligations

  • Audit rights

14.3 Key Vendors

VendorPurposeSecurityAustralian hosting providerInfrastructureISO 27001, SOC 2HubSpotCRMSOC 2, Data Privacy FrameworkPayment processorPaymentsPCI DSS Level 1

15. Employee Security

15.1 Background Checks

All employees with access to customer data undergo:

  • Identity verification

  • Reference checks

  • Criminal background checks (where permitted by law)

15.2 Security Training

  • Security awareness training at onboarding

  • Annual refresher training

  • Phishing simulation exercises

  • Role-specific security training

15.3 Access Termination

When employment ends:

  • Access revoked immediately

  • Devices returned and wiped

  • Accounts disabled

  • Exit interview conducted

16. Compliance Roadmap

16.1 Current Compliance

  • Australian Privacy Principles

  • Notifiable Data Breaches scheme

  • Industry best practices

16.2 Future Certifications

We are working towards:

  • ISO 27001 certification

  • SOC 2 Type II attestation

  • IRAP assessment (for government customers)

17. Policy Review

This policy is reviewed:

  • Annually, at minimum

  • After significant security incidents

  • When regulations change

  • When systems significantly change

18. Contact

Security Team RTO MATE PTY LTD

Security Inquiries: support@qualticks.com.auVulnerability Reports: support@qualticks.com.auGeneral Contact: PO BOX 101 Craigieburn VIC 3064