Privacy Policy

To provide plan management, we collect the information we need to manage your NDIS funding and pay your providers. This may include:

• Your name, date of birth, address, phone number and email address
• Your NDIS number and details of your NDIS plan, budgets and funding periods
• Information about your disability, health and support needs, where it appears in your plan, invoices or service agreements
• Details of your nominee, guardian, carer, family member or support coordinator, where they act for you or help manage your plan
• Invoices, receipts and records of supports you receive, including provider names and the services delivered
• Bank account details, so we can reimburse you for supports you have paid for yourself
• Records of our conversations, emails and any feedback or complaints

We also collect business details from providers who send us invoices, such as business name, ABN, contact details and bank account details.

Health and disability information is "sensitive information" under the Privacy Act. We only collect it with your consent and only when it is reasonably necessary to provide our services.

Wherever possible, we collect information directly from you or from the person who helps manage your plan. This happens when you contact us, complete our website form, sign a service agreement, or speak with us by phone or email.

We also receive information from other people when this is part of providing our service. This includes the National Disability Insurance Agency (NDIA), your providers when they send invoices, and your support coordinator or nominee with your consent.

If we receive personal information we did not ask for, we will check whether we could have collected it lawfully. If not, we will destroy it or remove identifying details as soon as practicable, where it is lawful and reasonable to do so.

We use your personal information to:

• Provide NDIS plan management, including processing invoices, making claims to the NDIA and paying providers
• Reimburse you for eligible supports you have paid for
• Track your NDIS budget and prepare your monthly statements and reports
• Communicate with you, your nominee and, with your consent, your support team
• Meet our legal, financial, tax and NDIS obligations, including record keeping and audits
• Respond to questions, feedback and complaints
• Improve our services

We will not use your information for any other purpose unless you consent, or unless the law requires or allows it.

We only share your information when it is needed to provide our services, when you have given consent, or when the law requires or allows it. This may include:

• The NDIA, to make claims and manage your plan
• Your providers, to confirm invoices and arrange payment
• Your nominee, guardian, carer or support coordinator, where you have authorised this
• Our professional advisers, such as accountants, auditors and lawyers
• Technology providers who store or process information on our behalf, such as email, cloud storage and software services
• The NDIS Quality and Safeguards Commission, government agencies or law enforcement, where the law requires or allows it

We do not sell your personal information, and we do not share it for other businesses' marketing.

Some of the technology services we use, including email and cloud storage providers, may store data on servers outside Australia, including in the United States. When we use these services, we take reasonable steps to make sure your information is protected in a way that is consistent with the Australian Privacy Principles.

We store information electronically using secure, password protected systems, and we limit access to the people who need it to do their work. We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, change or disclosure.

We keep records for at least seven years, or longer if the law requires it, to meet our NDIS, tax and legal obligations. When information is no longer needed, we securely destroy it or remove identifying details.

We use your NDIS number only to identify you when dealing with the NDIA and your providers. We do not use it as our own way of identifying you for any other purpose.

You can ask general questions without giving your name. However, we cannot provide plan management without identifying you, because the NDIS requires your identity to be confirmed before claims can be made.

You can ask to see the personal information we hold about you, and ask us to correct anything that is inaccurate, out of date or incomplete. Contact us using the details below. We will respond within 30 days.

There is no charge to make a request. In some limited situations the law allows us to refuse access. If that happens, we will explain why in writing.

We may occasionally send you information about our services. You can opt out at any time by contacting us or using the unsubscribe option in our emails.

When you use our website, basic information such as your browser type, pages visited and general location may be collected through cookies and similar technologies to help the site work and to understand how it is used. You can turn off cookies in your browser settings, although some parts of the site may not work as intended.

Information you send through our contact form is used only to respond to your enquiry.

If a data breach is likely to result in serious harm to anyone whose information we hold, we will notify the affected people and the Office of the Australian Information Commissioner, as required by the Notifiable Data Breaches scheme. Where it relates to an NDIS participant, we will also meet any reporting obligations under the NDIS.

If you have a question about this policy, or you believe we have mishandled your personal information, please contact our Privacy Officer first so we can try to resolve it.

• The Office of the Australian Information Commissioner (OAIC): phone 1300 363 992 or visit oaic.gov.au
• The NDIS Quality and Safeguards Commission, for complaints about NDIS supports or services: phone 1800 035 544 or visit ndiscommission.gov.au

We will acknowledge your complaint promptly and aim to respond within 30 days.

If you are not satisfied with our response, you can contact:

Making a complaint will never affect the service you receive from us.

We may update this policy from time to time. The latest version will always be available on this page, with the date it was last updated.