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Member Privacy

What information can and cannot be shared about members: 

What can Sonder share with me about my members?

Understanding member privacy and what information we can and cannot disclose

Sonder is built on trust and protecting your members' privacy is central to everything we do. This article explains how member confidentiality works, what information we can share with you as a partner organisation and how our reporting is designed to give you meaningful insights while keeping individual members safe.

Why member privacy matters

When a member contacts Sonder, they are sharing sensitive personal and health information in confidence. Sonder is committed to handling that information with care and in accordance with Australian, New Zealand, and UK privacy laws, including the Privacy Act 1988 (Cth), the Privacy Act 2020 (NZ), and the UK General Data Protection Regulation (UK GDPR).

This means that the details of any individual member's interactions with Sonder including the nature of their support, their clinical assessment, or their treatment are private and confidential to that member.

What we cannot share

As a partner organisation, Sonder is unable to share the following information about individual members:

  • The specific details of a member's interaction with our Support Centre, Care Specialists, or Nurses
  • The nature of a member's clinical assessment or triage outcome
  • Details of a member's treatment plan, referrals, or progress in therapy
  • Any personally identifiable information about how a specific member has used Sonder

This applies even when feedback or a complaint is raised on a member's behalf. In these instances, Sonder will provide a high-level clinical review and outcome to the partner, but specific interaction details cannot be disclosed.

If the member has specific concerns about their own care, we encourage them to contact us directly via the Sonder App (chat or phone, 24/7), where our team can speak with them personally and address the specifics of their situation.

What we can share

Sonder's Customer Portal is designed to give you meaningful, actionable insights about your organisation's use of Sonder while protecting individual privacy. All data displayed in the Portal is:

  • Aggregated: Grouped across your member population, not tied to individuals
  • De-identified: Personal information such as names and contact details has been removed
  • Displayed at a group level: You can see trends, not individual activity

This data helps you understand the overall wellbeing of your workforce, track engagement with Sonder, and make informed decisions about your people and wellbeing programs.

Minimum reporting thresholds

To further protect member privacy, Sonder applies an anonymisation rule to all reporting. If a Division or Sub-division has fewer than 10 activated members, no data will be displayed for that cohort. This ensures that individual members within smaller groups cannot be identified, even indirectly.

Please note: Data will only appear once the minimum threshold of 10 activated members is reached for that Division or Sub-division.

Responsible use of Portal data

Data in the Sonder Customer Portal should be used to understand population-level trends within your organisation. It should not be used to:

  • Identify individual members or their activity
  • Diagnose health conditions in individuals
  • Replace formal workplace risk assessments or HR processes

Frequently asked questions

Can I find out what a specific member discussed with Sonder?
 No. All member interactions with Sonder are confidential. We are unable to share the specific details of any individual member's contact with our team. If a member has concerns about their own care, they can contact us directly via the Sonder App.

Can I see which of my employees have used Sonder?
 No. Individual member activity is not visible in the Customer Portal. All Portal data is aggregated and de-identified to protect member privacy.

Why does some data not appear in my reporting?
 If a Division or Sub-division has fewer than 10 activated members, data will not be displayed for that group. This threshold is in place to prevent individuals from being identified within smaller cohorts.

What does "de-identified" mean?
 De-identified means that personal information such as names, contact details, and role specifics has been removed. Data is grouped together so that individual members cannot be singled out, even indirectly.

Can I use Portal data to identify who in my organisation needs help?
 No. Portal data shows population-level trends, not individual member activity. If you have a welfare concern about a specific employee, you can request a Welfare Check through the Sonder App.

Where can I find Sonder's full Privacy Policy?
 You can view Sonder's full Privacy Policy at sonder.io/privacy-policy or contact us at privacy@sonder.io with any questions.

Still have questions?

If you have a question about member privacy or data that isn't covered here, please reach out to our Customer Support team at customer.support@sonder.io and we will be happy to help.