Deleting a Torvi account and its data
This page explains how to have a Torvi account closed and its data deleted, what gets deleted, and what has to be kept.
Torvi is workforce software used by aged care and disability support organisations. Accounts are not signed up for individually — an organisation creates them for its own staff. That organisation, not Torvi, decides what happens to the records it has entered. Which route you take therefore depends on who you are.
If you are a staff member
Your account belongs to the organisation you work for. Ask that organisation's Torvi administrator to remove your access and delete your record. They can do this themselves, immediately, from within Torvi.
If you cannot reach them — they do not respond, you no longer work there, or the organisation has closed — email hello@torvi.com.au from the address your account uses, or tell us the organisation's name and the email address on the account. We will pass the request on and follow it up. Where an organisation has left Torvi and nobody remains to act, we can act on the data we still hold.
We will acknowledge your request within 5 business days and complete what we are able to do within 30 days. Where we hold information on an organisation's behalf and that organisation still exists, we act on its instruction — so part of the timeframe may depend on them. We will tell you if that is the case rather than leaving you waiting.
If you are the organisation
Email hello@torvi.com.au from an address on the account and ask us to close it. We will confirm the request with an authorised contact before acting, because closing an account is not reversible.
Cancelling a subscription and closing an account are separate things. Cancelling is in Settings → Subscription inside Torvi and stops future billing; it does not by itself delete records.
What is deleted
When a staff record is deleted:
- The login itself — the account, its password, and its active sessions. Access ends immediately.
- Personal and employment details on the profile, and the profile photo.
- Documents uploaded against that person, including compliance documents and their scans or photographs.
- Notes, feedback, and education and experience entries.
- Messages sent within the platform.
This removal is permanent. Torvi warns the administrator before it happens, and there is no undo.
What is kept, and why
Some records cannot be deleted, and Torvi will refuse to delete them. Where a person has worked shifts, has timesheets, or appears in incident records, deleting the profile would destroy employment and safety records that the law requires to be kept. In that situation Torvi does not delete the person; it deactivates them instead. Their access ends immediately and completely, and the records remain.
What is kept, and the obligation behind it:
- Timesheets, shifts, and pay-related records. These are employee records. The Fair Work Act 2009 (Cth) and its regulations require employee time and wages records to be kept for seven years.
- Incident reports and related records. The National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018 require records about incidents to be kept for seven years.
- Participant care and clinical records. Aged care and NDIS record-keeping obligations apply to these, and the organisation providing the care is responsible for meeting them.
Once a retention obligation has run out and the information is no longer needed, it is destroyed or de-identified. This is the same commitment made in Section 11 of the Privacy Policy (torvi.com.au/legal/privacy), which explains retention in full.
Deleting the app is not the same as deleting your account
Removing the Torvi app from a phone signs that device out and removes what was stored on it. It does not delete your account or any records — those live on the service, and need one of the routes above.
Contact
Torvi Technology Pty Ltd ABN 17 702 923 528 Email: hello@torvi.com.au
If you are not satisfied with how we handle a request, Section 12 of the Privacy Policy (torvi.com.au/legal/privacy) explains how to complain, including to the Office of the Australian Information Commissioner.