Your information deserves care, clarity and respect.

About this Privacy Policy

This Privacy Policy explains how AccessAbility Support Services collects, holds, uses and discloses personal information. It applies to information we receive through our website, enquiries, referrals, service discussions and the delivery or administration of supports.

We aim to handle information consistently with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable NDIS privacy, dignity, record-keeping and service obligations.

What information we may collect

The information we collect depends on your relationship with us and what is needed for the relevant purpose. It may include:

How we collect information

We may collect personal information directly from you when you contact us, complete a website form, make a referral, speak with our team, provide documents or begin receiving supports.

With appropriate authority or where otherwise permitted, information may also come from a family member, nominee, guardian, support coordinator, allied health professional, plan manager, government body or another person involved in your supports.

Where practical, we will explain why information is being collected and how it will be used.

Why we collect and use information

We may use personal information to:

• respond to enquiries and referrals;
• understand support needs, goals, preferences and communication requirements;
• assess whether we can safely and appropriately provide a requested service;
• plan, coordinate, deliver, review and improve supports;
• communicate with participants and authorised support networks;
• manage safety, incidents, complaints, risks and quality processes;
• meet legal, regulatory, funding, insurance, audit and record-keeping obligations; and
• administer our business, workforce and information systems.

We do not use sensitive information for unrelated marketing without appropriate permission.

When information may be shared

We only disclose personal information where it is reasonably necessary, authorised by you, required or permitted by law, or needed to protect health or safety in circumstances recognised by law.

Depending on the situation, recipients may include authorised family members or nominees, support coordinators, health or allied health professionals, plan managers, the NDIA, the NDIS Quality and Safeguards Commission, insurers, professional advisers, auditors, technology providers or other service providers acting on our behalf.

Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Safeguards may include access controls, secure systems, staff confidentiality requirements, appropriate record handling and secure disposal practices.

We retain records for as long as reasonably required for service delivery, legal, regulatory, insurance, safeguarding and business purposes. When information is no longer required and we are legally permitted to do so, we take reasonable steps to securely destroy or de-identify it.

Accessing or correcting your information

You may ask us for access to personal information we hold about you or request that information be corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding. If the law allows us to refuse access or correction in a particular circumstance, we will explain the reason where we are permitted to do so.

Privacy questions and complaints

If you have a concern about how we have handled your personal information, please contact us. We will take the concern seriously, review what happened and respond as reasonably practicable.

If you are not satisfied with the outcome of a privacy complaint, you may be able to contact the Office of the Australian Information Commissioner (OAIC). Information about privacy rights and complaints is available at oaic.gov.au.