Privacy Policy

1. Scope and legal framework

Australian Inclusion Care Solution is a registered NDIS provider based in Glenunga SA 5064, Australia We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other privacy requirements that apply to our activities.

This policy covers information handled through our website, phone and email enquiries, professional referrals, service planning, support delivery and related administration. Separate collection notices may be provided when more specific information is needed at the time information is collected.

2. Information we may collect

The information we collect depends on your relationship with us and the reason for contact. It may include:

• name, date of birth, contact details and preferred communication method;
• details about a participant, parent, guardian, nominee, advocate or other authorised representative;
• NDIS-related information, requested supports, goals, routines and service preferences;
• health, disability, care and support information relevant to an enquiry or agreed service;
• cultural, language or communication preferences that you choose to share;
• referral information and contact details for support coordinators, plan managers, case managers, hospitals, schools, allied health professionals or other relevant people;
• records of communications, appointments, feedback, complaints and privacy requests;
• billing, payment and administrative information where relevant; and
• technical information generated when the website is used, such as device, browser, IP address, access time and pages visited.

Please provide only the information reasonably needed for your enquiry. Detailed medical records or highly sensitive documents should not be sent through a general website form unless we have asked for them and confirmed an appropriate way to provide them.

3. How information is collected

We usually collect information directly from you when you submit an enquiry, call, email, meet with us, provide documents or communicate during service planning and delivery.

Information may also be received from a person who is authorised to act for a participant, or from a referrer or professional involved in the participant’s support. This may include a parent, guardian, nominee, advocate, support coordinator, plan manager, case manager, hospital, school or allied health professional.

When information is provided about another person, the person supplying it should have permission or another lawful basis to share it and should take reasonable steps to ensure the information is accurate.

4. Why information is handled

We may collect, hold, use and disclose personal information to:

• respond to an enquiry or referral;
• understand requested supports and discuss service suitability, location and availability;
• communicate with participants, families, representatives and relevant professionals;
• plan, provide, coordinate and review agreed support;
• manage appointments, records, invoices, payments and other administration;
• respond to feedback, complaints, incidents, legal requests and privacy matters;
• maintain and improve our website, communications and services;
• protect the rights, safety and lawful interests of participants, staff and others; and
• meet legal, regulatory, funding and record-keeping obligations.

We do not use personal information for an unrelated purpose unless you consent or the use is otherwise authorised or required by law.

5. Sensitive information and authority

Health information, disability information, racial or ethnic origin and some other categories of information are sensitive information under Australian privacy law. We collect sensitive information only where it is reasonably necessary for our activities and where consent or another lawful basis applies.

Information about a child, young person or participant who communicates through a representative will be handled with regard to the person’s circumstances, capacity, preferences and any legal or authorised decision-making arrangement.

We may ask for evidence that a person has authority to request information, make decisions or act for someone else. This protects the privacy and choices of the person whose information is involved.

6. When information may be shared

Personal information may be shared only where reasonably necessary for the purpose for which it was collected, with consent, or where authorised or required by law. Recipients may include:

• workers and contractors who need the information to perform their role;
• a participant’s authorised representative, family member, advocate or support network;
• support coordinators, plan managers, health professionals, schools, hospitals, agencies or other parties involved in agreed support;
• technology, hosting, communications, records, accounting, payment or professional service providers;
• government agencies, funding bodies, regulators, courts or law enforcement bodies where lawful; and
• another organisation where disclosure is necessary to address a serious threat or another permitted situation under law.

Access is limited to people and organisations that need the information for a legitimate purpose. Service providers engaged by us are expected to handle information securely and only for the work they perform.

7. Overseas storage and processing

Some technology or business service providers may store or process information outside Australia. The location can depend on the provider and the systems in use.

Where overseas handling occurs, we take reasonable steps required by Australian privacy law to protect the information. You may contact us for available information about likely overseas locations relevant to your personal information.

8. Website data and cookies

The website and the services that support it may collect technical information automatically. This information can help operate and secure the website, prevent misuse, understand general website performance and improve usability.

Cookies and similar technologies may be used for essential functions, preferences, security or measurement. Browser settings can be used to block or delete cookies, although some website functions may not operate as intended.

External websites and embedded services have their own privacy practices. Review their privacy information before providing personal information through those services.

9. Security and retention

We take reasonable administrative, technical and physical steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. No storage or transmission method is completely secure, so information sent online carries some risk.

Personal information is retained for as long as reasonably needed for the purpose for which it was collected, to provide services, resolve matters and meet legal or record-keeping obligations. When information is no longer required, we take reasonable steps to securely destroy it or remove identifying details where the law permits.

10. Access, correction and anonymity

You may request access to personal information we hold about you and ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. We may need to confirm your identity or authority before responding.

Access may be limited where an exception under law applies. If access or correction cannot be provided, we will explain the reason where we are permitted to do so.

You may make a general enquiry without identifying yourself where this is practical. We may need your identity and relevant details to assess a service request, protect another person’s privacy or provide agreed support.

11. Direct marketing

We may send service updates or marketing communications only where consent has been provided or the communication is otherwise permitted by law. You can ask us to stop direct marketing at any time by using the unsubscribe option in the message or contacting us.

A request to stop marketing does not prevent us from sending necessary communications about an enquiry, agreed support, an account or a legal obligation.

12. Privacy complaints

If you believe we have not handled personal information appropriately, contact us with a description of the concern and the outcome you are seeking. We may ask for further details so the matter can be investigated fairly.

We aim to acknowledge privacy complaints promptly and provide a response within a reasonable period. If the concern is not resolved, you may be able to contact the Office of the Australian Information Commissioner.

13. Policy changes and contact details

We may update this policy when our practices, technology or legal obligations change. The latest version will be published with a revised update date.