Our commitment
We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW), the NDIS Code of Conduct and the NDIS Practice Standards. Everyone who works with us, including support workers and office staff, must keep your information confidential.
Who this policy covers
- NDIS participants we support or who enquire about our services
- Families, carers, guardians and nominees
- Support coordinators, plan managers, health professionals and other people who refer a participant
- People who apply to work with us, and our staff
- Visitors to this website
What we collect
We only collect information we need to provide safe, quality supports. Depending on your situation this can include:
- Your name, date of birth, address, phone number and email address
- Your NDIS number, plan details, funding categories and plan manager or support coordinator details
- Health and disability information, including diagnoses, medications, support needs, risks and goals
- Emergency contacts and the details of your guardian or nominee
- Cultural, language and communication preferences
- Records of the supports we deliver, progress notes, incident reports and feedback
- For job applicants and staff: work history, qualifications, NDIS Worker Screening and Working With Children Check results, and referee details
Health and disability information is sensitive information. We only collect it with your consent, or where the law allows or requires it.
How we collect it
We usually collect information directly from you, for example when you call us, meet with us, fill in our contact or referral forms, or sign a service agreement. With your consent we may also collect it from people involved in your care, such as your family, support coordinator, plan manager or health professionals. If someone refers you to us, we will contact you to confirm you are happy for us to hold your details.
How we use it
- To respond to your enquiry or referral and talk with you about supports
- To plan, deliver, review and improve your supports
- To claim payment from the NDIA or your plan manager, or to invoice you
- To keep you and our workers safe, and to manage incidents, complaints and risks
- To meet our legal obligations, including to the NDIS Quality and Safeguards Commission
- To assess job applications and manage employment
We do not sell personal information, and we do not use it for marketing without your consent.
When we share it
We only share your information when you agree, or when the law requires or allows it. This can include:
- The National Disability Insurance Agency (NDIA), your plan manager and your support coordinator
- Health professionals and other providers involved in your care, with your consent
- The NDIS Quality and Safeguards Commission, for example when we report an incident
- Police, child protection or emergency services where there is a serious risk to someone's life, health or safety
- Trusted service providers who help us run our business, such as IT, cloud storage and accounting providers, who must keep it confidential
Some of our IT providers may store data on servers outside Australia. Where that happens we take reasonable steps to make sure your information is protected to the standard the Australian Privacy Principles require.
How we keep it safe
We store records in secure, password-protected systems that only authorised staff can access, and we keep paper records locked away. We keep records for as long as the law and the NDIS rules require (generally at least seven years after a support ends) and then destroy or de-identify them securely.
If a data breach is likely to cause serious harm, we will tell the people affected and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.
Our website
When you send a message or referral through this website, the details you enter are stored securely and sent to our team so we can reply. Our website may use cookies and analytics to understand how pages are used and to keep the site secure. This data does not identify you personally. You can turn off cookies in your browser settings.
Seeing or correcting your information
You can ask to see the information we hold about you, or ask us to correct it, at any time. Contact us using the details below. We will respond within 30 days. If we cannot give you access, we will explain why in writing. You can also choose to deal with us without giving your name where that is practical, such as for a general enquiry, although we will need your details to provide supports.
Questions and privacy complaints
Contact our Privacy Officer:
- Phone: +61 434 302 750
- Email: admin@nurturecare.com.au
- In person or by post: 115 Mile End Road, Rouse Hill NSW 2155
- Online: our contact form
We will acknowledge a privacy complaint within two business days and aim to resolve it within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au. You can also read our complaints and feedback process.