1Overview

Supporting Hands Care Pty Ltd ("we", "us", "our") is a registered NDIS and My Aged Care provider. We are committed to protecting the privacy of our clients, their families and representatives, employees, and website visitors, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as our obligations under the NDIS Practice Standards and Aged Care Quality Standards.

This policy explains what personal and sensitive information we collect, why we collect it, how it is used and stored, and the rights you have in relation to your own information.

2Information We Collect

The type of information we collect depends on your relationship with us. This may include:

For Clients and Participants

• Full name, date of birth, contact details, and emergency contacts
• NDIS participant number, plan details, and funding categories, or My Aged Care reference details
• Health, medical, and disability-related information relevant to your support needs
• Cultural, linguistic, and accessibility requirements
• Information provided by guardians, nominees, or authorised representatives

For Website Visitors

• Contact form and enquiry submissions
• Technical data such as browser type, device type, and pages visited

For Job Applicants

• Resume, qualifications, work history, and reference details
• Working with Children Check, NDIS Worker Screening, and police check outcomes where applicable

3How We Collect Information

We typically collect information directly from you — through our client intake form, careers application form, contact form, phone calls, or in-person meetings. In some cases, we may collect information from third parties, such as:

• The NDIA (National Disability Insurance Agency) or My Aged Care, where you have consented to information sharing
• Support Coordinators, Plan Managers, or other service providers involved in your care
• Medical practitioners or allied health professionals, with your consent
• Family members or authorised representatives acting on your behalf

4How We Use Your Information

We use personal and sensitive information to:

• Assess your eligibility for our services and develop appropriate support plans
• Deliver, coordinate, and review the care and support services you receive
• Communicate with you, your representatives, and other involved professionals
• Meet our legal, regulatory, and reporting obligations to the NDIS Commission and My Aged Care
• Manage staff recruitment, rostering, and training
• Improve our services, respond to enquiries, and process job applications

5Disclosure to Others

We only disclose your information where necessary and permitted by law, including to:

• Support workers and clinical staff directly involved in delivering your care
• The NDIA, NDIS Quality and Safeguards Commission, or My Aged Care, as required for funding, compliance, or incident reporting
• Other healthcare or allied health providers involved in your treatment, with your consent
• Government bodies where required by law, such as in mandatory reporting obligations
• IT service providers and software platforms that support our operations, under confidentiality obligations

We do not sell or trade your personal information to third parties for commercial purposes.

6NDIS & Aged Care Specific Handling

As a registered NDIS and My Aged Care provider, we adhere to additional sector-specific privacy and record-keeping obligations, including:

• Maintaining accurate, up-to-date client records in line with NDIS Practice Standards and Aged Care Quality Standards
• Reporting reportable incidents to the NDIS Commission where required
• Retaining client records for the minimum periods required under relevant aged care and disability service legislation
• Ensuring only authorised staff can access participant plan and funding information

7Storage & Security

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These measures include:

• Secure, access-controlled client management systems
• Staff confidentiality agreements and mandatory privacy training
• Encrypted storage and secure transmission of sensitive health information
• Regular review of our data handling practices

While we take privacy seriously, no method of electronic storage or transmission is 100% secure, and we cannot guarantee absolute security.

8Access & Correction

Under the Australian Privacy Principles, you have the right to:

• Request access to the personal information we hold about you
• Request correction of information that is inaccurate, out of date, or incomplete
• Ask how your information has been used or disclosed

To make a request, please contact our Privacy Officer using the details at the bottom of this page. We will respond within a reasonable timeframe, generally within 30 days.

9Cookies & Website Data

Our website may use cookies and similar technologies to improve functionality and understand how visitors use our site. Cookies do not collect personal information unless you voluntarily provide it (for example, via a contact form). You can disable cookies through your browser settings, though this may affect some website features.

10Privacy Complaints

If you believe we have breached your privacy or mishandled your personal information, please contact our Privacy Officer directly so we can investigate and respond. If you are not satisfied with our response, you may lodge a complaint with:

11Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, or our practices. The most current version will always be available on this page, along with the date it was last updated.

12Contact Us

If you have any questions about this Privacy Policy or how we handle your information, please get in touch with our Privacy Officer: