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Privacy Policy

Inclusion Disability Support Services Pty Ltd (“we”, “us”, “our”) is committed to protecting your personal information and respecting your right to privacy in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Practice Standards.

This policy outlines how we collect, use, store, disclose, and protect personal information about participants, families, carers, referrers, employees, and other stakeholders.

1. What Personal Information We Collect

The types of personal information we may collect include (but are not limited to):

  • Participant information: full name, date of birth, address, contact details, gender, NDIS number, and emergency contacts
  • Health and support information: medical history, diagnoses, support needs, behaviour plans, and medication requirements
  • NDIS-related information: funding types, goals, plan details, service bookings, and provider reports
  • Referrer and representative details: names, roles, organisations, and contact information
  • Communication records: emails, phone call summaries, notes from meetings, and service feedback
  • Employment information (for staff or applicants): resumes, qualifications, work history, police clearances, and working with children or disability checks

     

We only collect sensitive information when it is reasonably necessary to deliver our services and with your consent (or as required by law).

2. How We Collect Personal Information

We may collect your personal information through:

  • Direct conversations, phone calls, emails, or online enquiry forms
  • Referral forms completed by support coordinators, carers, family members, or other professionals
  • Intake or onboarding processes
  • Documentation shared during service delivery
  • Government agencies (such as the NDIS or NDIA)
  • Recruitment and employment applications

     

Where possible, we collect information directly from you or your authorised representative.

3. Why We Collect Your Information

We collect, use and disclose personal information for purposes such as:

  • Assessing your needs and planning appropriate supports
  • Delivering our services safely, effectively, and in line with NDIS standards
  • Meeting our obligations under the NDIS Quality and Safeguards Commission
  • Communicating with you or your nominated representatives
  • Managing service agreements, bookings, and billing
  • Ensuring staff are appropriately trained and qualified
  • Complying with legal, clinical, and professional obligations
  • Improving our services and internal processes

     

4. How We Store and Protect Information

We take all reasonable steps to keep your information safe, secure, and confidential. This includes:

  • Password-protected systems and databases
  • Secure physical storage (for paper files)
  • Limiting access to authorised staff only
  • Staff training on privacy, confidentiality, and secure handling of information
  • Regular data security reviews and IT safeguards

     

If information is no longer required, we will securely destroy or de-identify it, unless we are legally required to retain it.

5. Who We May Share Information With

We only share personal information when necessary and with your knowledge or consent, except where legally required. We may share information with:

  • Your authorised representatives, support coordinators, or carers
  • Healthcare professionals, therapists, or allied health providers involved in your care
  • NDIS or NDIA representatives
  • Legal, medical, or emergency services (if needed to prevent harm or as required by law)
  • Government or regulatory agencies when legally required

     

We do not sell or rent your information to third parties under any circumstances.

6. Accessing and Updating Your Information

You have the right to access and request corrections to your personal information held by us. To request access or changes, please contact us in writing.

We will respond to your request within a reasonable timeframe and may require verification of identity. In limited cases, we may refuse access (e.g. if it poses a serious threat to health or is legally restricted), and we will explain the reasons if this occurs.

7. Online Interactions and Website Privacy

When you visit our website, we may collect:

  • Basic usage data (e.g. IP address, browser type, pages visited)
  • Information submitted via online forms (such as referrals or enquiries)

     

This data helps us improve the performance and accessibility of our website. We do not use this information to personally identify you unless you submit a form.

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those external sites.

8. Making a Privacy Complaint

If you believe your privacy has been breached, or you’re unhappy with how your personal information has been handled, please contact us.

We take all concerns seriously and aim to resolve complaints promptly and fairly in accordance with our internal complaints procedure and the NDIS Code of Conduct.

If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) or the NDIS Quality and Safeguards Commission.

9. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or service practices. The most recent version will always be available on our website and will include the “Effective Date” at the top of the page.

10. Contact Us

For questions, feedback, or privacy concerns, please contact:
 Inclusion Disability Support Services Pty Ltd
 Email: info@inclusiondisability.com.au
 Phone:0401 597 681
 Mailing Address: Adelaide, South Australia
 Website: inclusiondisability.com.a