Your information.
Your call.
We respect your privacy and take steps to protect your personal information. This page explains what we collect, why we collect it, and the control you keep, in plain English.
The short version
We only collect what we need to support you safely and well. We never sell your information to anyone. You can request access to your information or ask for a correction, subject to applicable requirements. You can also discuss changing or withdrawing consent. We explain any limits and the information needed to provide support.
What we collect, and how.
Only what's necessary to assess eligibility, deliver safe and responsive supports, monitor our services, and meet government reporting requirements.
We collect it by talking with you, your family or carers, through written forms (we'll help you fill them in if you want), from the NDIS, and from other services only with your permission. Before we collect anything, we explain what we're asking for, why, how it's stored, and what happens if you'd rather not provide it. You can say no to any optional question.
When we share, and when we don't.
With your consent
In an emergency
When the law requires it
With the NDIS
Never for profit
How we keep it safe.
Locked and limited
Paper files are locked away. Digital records live in access-controlled systems, including ShiftCare and Microsoft 365.
Need-to-know only
Workers only see your information when they need it to support you. Access is limited by role, not open to everyone.
Bound to confidentiality
Every staff member signs confidentiality obligations and is trained in privacy at induction and beyond.
Securely disposed
When information is no longer needed, it's disposed of securely, not just deleted or binned.
Your rights, always.
See your information
Ask for access to the information we hold about you. We explain the process, expected timeframe and any applicable limits.
Correct it
If something's wrong, incomplete or out of date, we fix it or explain why we can't.
Withdraw consent
You can ask to change or withdraw consent. We explain any information needed for safe service delivery and any requirements to retain or disclose records.
Stay anonymous
You can ask general questions about our services without giving your name.
Skip optional questions
Some information is optional, like cultural background. Declining never affects your supports.
Complain, safely
You can raise a privacy concern. We take complaints seriously and work to prevent retaliation.
If something goes wrong.
If a privacy incident occurs, we take steps to contain it, assess the impact and determine what notifications are required. We inform affected people and relevant authorities where required, and review the incident to improve our safeguards.
Talk to us.
Contact us about anything on this page: what we hold, how it's used, or a concern. We will explain how we will respond and keep you informed.
Want the detail? The full Privacy and Confidentiality Policy and Procedure is available to anyone on request, free: ask for a copy.
External complaint options
Office of the Australian Information Commissioner
1300 363 992 · oaic.gov.au
NDIS Quality and Safeguards Commission
1800 035 544 · ndiscommission.gov.au
NSW Information and Privacy Commission
1800 472 679 · ipc.nsw.gov.au