Privacy Policy

NDIS Provider Group

1. Introduction

NDIS Provider Group (“we,” “us,” “our”) is committed to protecting your privacy and handling your personal information responsibly. As a registered NDIS provider operating in Sydney since 2012, we understand that the information you share with us is often sensitive and personal, and we take our obligations to protect it seriously.

This Privacy Policy explains how we collect, use, store, and disclose your personal information, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). It applies to information collected through our website, over the phone, in person, and through the delivery of our NDIS services.

By using our website or engaging our services, you consent to the collection and handling of your personal information as described in this Policy.

2. What Personal Information We Collect

Depending on your relationship with us, we may collect the following types of personal information:

2.1 General Contact Information Name, address, phone number, email address, and date of birth.

2.2 NDIS-Related Information NDIS participant number, plan details, funding categories, plan management type (NDIA-managed, plan-managed, or self-managed), and goals outlined in your NDIS plan.

2.3 Health and Support Information Details relevant to your disability, support needs, medical history, medication requirements, behaviour support plans, and any other information necessary to deliver safe and appropriate support.

2.4 Sensitive Information Where relevant to your care, we may collect sensitive information such as health information, information about disability, and in some cases, information relating to your cultural or linguistic background, to ensure culturally appropriate support.

2.5 Emergency Contact and Family Information Details of family members, carers, guardians, or emergency contacts where relevant to your support arrangements.

2.6 Website and Enquiry Information Information submitted through our website contact forms, including your name, email, phone number, and any message content you provide.

3. How We Collect Personal Information

We collect personal information directly from you wherever possible, including through:

  • Phone calls, emails, and enquiry forms submitted via our website
  • In-person conversations during service planning and delivery
  • Service Agreements and related documentation

In some circumstances, we may also collect information from third parties, such as:

  • The National Disability Insurance Agency (NDIA)
  • Your plan manager or support coordinator
  • Other healthcare or allied health providers involved in your care (with your consent)
  • Family members, carers, or guardians acting on your behalf

4. Why We Collect Your Personal Information

We collect and use your personal information for purposes including:

  • Assessing your eligibility for our services and preparing a suitable Service Agreement
  • Planning, coordinating, and delivering NDIS supports tailored to your needs
  • Communicating with you regarding your services, scheduling, and any changes
  • Processing invoices and payments in accordance with your plan management arrangement
  • Coordinating with other providers, allied health professionals, or medical practitioners involved in your care, where relevant and with appropriate consent
  • Meeting our legal and regulatory obligations, including those under the NDIS Practice Standards and NDIS Quality and Safeguards Commission requirements
  • Responding to enquiries submitted through our website
  • Improving our services and internal processes

5. How We Store and Protect Your Information

5.1 We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes secure storage systems, restricted staff access, and confidentiality obligations for all employees and support workers.

5.2 Personal information may be stored electronically or in physical records, depending on the nature of the information and our operational requirements.

5.3 While we take reasonable precautions to protect your information, no method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security.

6. Who We Share Your Information With

We only disclose your personal information where necessary and appropriate, including to:

  • The NDIA, for claims processing and plan-related matters
  • Your plan manager, if your plan is plan-managed
  • Other service providers or allied health professionals involved in your care, with your consent, to ensure properly coordinated support
  • Family members, carers, or guardians, where you have authorised this or where it is otherwise appropriate given your circumstances
  • Regulatory bodies, such as the NDIS Quality and Safeguards Commission, where required by law or in response to a formal request
  • Emergency services, where necessary to protect your health or safety, or that of others

We do not sell your personal information to third parties, and we do not disclose your information for marketing purposes without your consent.

7. Sensitive Information

Given the nature of our services, we often collect sensitive information, including health and disability-related information. We only collect sensitive information where it is reasonably necessary for delivering safe, appropriate support, and we handle this information with additional care in accordance with the Australian Privacy Principles.

We will not use or disclose sensitive information for any purpose other than the primary purpose for which it was collected, unless you have consented, or an exception under the Privacy Act applies (such as a serious threat to health or safety).

8. Website Data and Cookies

8.1 Our website may use cookies or similar technologies to improve user experience, understand website usage, and support website functionality.

8.2 Information submitted through website enquiry forms is used solely to respond to your enquiry and, where relevant, to follow up regarding our services.

8.3 You can adjust your browser settings to refuse cookies, though this may affect the functionality of some parts of our website.

9. Access to and Correction of Your Information

9.1 You have the right to request access to the personal information we hold about you, and to request correction if any information is inaccurate, incomplete, or outdated.

9.2 To request access to or correction of your personal information, please contact us using the details provided below. We will respond to your request within a reasonable timeframe.

9.3 In some circumstances, we may need to withhold access to certain information, such as where disclosure would unreasonably impact the privacy of another person, or where restricted by law.

10. Overseas Disclosure

We do not typically disclose personal information to recipients located outside Australia. If this changes, we will take reasonable steps to ensure any overseas recipient complies with the Australian Privacy Principles.

11. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, including to meet our legal, regulatory, and reporting obligations under the NDIS Practice Standards. When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.

12. Complaints About Privacy

12.1 If you have concerns about how we have handled your personal information, please contact us directly using the details below. We take all privacy concerns seriously and will investigate and respond promptly.

12.2 If you are not satisfied with our response, you have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

You may also raise privacy-related concerns connected to your NDIS supports with the NDIS Quality and Safeguards Commission:

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. The most current version will always be available on our website. We encourage you to review this Policy periodically.

14. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

NDIS Provider Group Email: info@ndisprovidergroup.com.au  Address: Sydney, NSW

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