Privacy Policy

1. Information We Collect

To provide safe and effective NDIS supports, we need to collect relevant personal and health information. This information includes:

• Personal details: Your name, date of birth, gender, address, phone number, and email.
• NDIS Information: Your NDIS participant number, NDIS support plan details, goals, and budget allocations.
• Sensitive & Health details: Clinical history, primary and secondary diagnoses, medication records, behaviour support plans, mobility assessments, and contact details of your legal guardian or representatives.
• Referral information: Organization details, contact name, and history provided by Support Coordinators or health professionals.

2. How We Collect Information

We collect personal information directly from you, your legal guardian, or authorized representatives. This happens when you:

• Submit an intake or referral form on our website.
• Fill out service agreements and onboarding documentation.
• Participate in consultations, clinical assessments, or support planning meetings.

We may also collect details from third parties (such as Support Coordinators, the National Disability Insurance Agency (NDIA), or clinical therapists) only after you or your legal representative have given explicit consent.

3. Why We Collect and Use Your Information

We collect and use your information to:

• Assess your eligibility and compatibility for Supported Independent Living (SIL) or other core supports.
• Develop tailored Support Plans and safe Service Agreements.
• Provide high-quality clinical nursing, personal care, and domestic assistance.
• Process claims and service bookings through the NDIA portal or plan managers.
• Comply with quality audits and regulatory checks managed by the NDIS Quality and Safeguards Commission.

4. Disclosure of Information

We will not disclose your personal or sensitive information to any third party without your consent, unless:

• It is directly required to coordinate care or secure NDIS funding (e.g., sharing details with plan managers).
• It is requested by the NDIS Quality and Safeguards Commission during independent audits to maintain our provider registration.
• We are legally obligated to do so (such as under duty of care to protect you or others from serious harm, or under a court subpoena).

We do not sell, rent, or trade participant details for marketing purposes.

5. Storage and Security

Your information is stored in secure electronic databases and cloud storage environments with restricted staff access permissions. Physical records are kept in locked filing cabinets at our head office in Yagoona.

We keep participant records for a minimum of 7 years after the last service contact (or longer if required by NDIS Commission directives). When records are no longer required, they are shredded or deleted securely.

6. Accessing and Correcting Your Information

You have the right to request access to the personal and sensitive information we hold about you. You can also request updates or corrections to ensure your file is accurate and complete.

To make an inquiry, please contact our Privacy Officer in writing at info@assure-ability.com.au. We will process your request within 14 business days.

7. Privacy Complaints

If you believe we have breached your privacy rights under the Australian Privacy Principles or NDIS Commission guidelines, you can submit a complaint to our Director at info@assure-ability.com.au.

If you are not satisfied with our response, you can escalate the matter to:

• Office of the Australian Information Commissioner (OAIC): Call 1300 363 992 or visit www.oaic.gov.au
• NDIS Quality and Safeguards Commission: Call 1800 035 544 or visit www.ndiscommission.gov.au