Privacy Policy

MyCare Disability Support Services is committed to protecting the privacy of participants, families, support workers, referrers, and anyone who interacts with our services. This policy explains how we collect, use, store, disclose, and protect personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the National Disability Insurance Scheme Act 2013 (Cth).

This policy applies to all personal information we collect, whether through our website, referral forms, phone calls, emails, or during the delivery of NDIS supports.

What Personal Information We Collect

We may collect the following types of personal information depending on your relationship with us:

Participants
Name, date of birth, address, contact details, NDIS number, NDIS plan details, disability and health information, support needs, goals, cultural and language preferences, emergency contacts, and information from treating health professionals relevant to your care.

Referrers (support coordinators, plan managers, families, health professionals)
Name, role, organisation, contact details, and relationship to the participant.

Staff and applicants
Name, contact details, qualifications, training records, NDIS Worker Screening clearance, employment history, and references.

Website visitors
Information collected through website analytics such as IP address, browser type, and pages visited. We do not collect personally identifiable information through our website unless you submit it through a form.

How We Collect Personal Information

We collect personal information directly from you or from someone authorised to provide it on your behalf, such as a nominee, legal guardian, support coordinator, or health professional.

We may also collect information from the NDIA, the NDIS Quality and Safeguards Commission, other government agencies, and treating health professionals where this is necessary to deliver your NDIS supports.

We will only collect information that is reasonably necessary for our functions and activities.

Why We Collect Personal Information

We collect personal information to:

• Assess referrals and determine whether we can provide the supports you need
• Develop and deliver your NDIS support plan
• Communicate with you, your family, your support coordinator, and your health team
• Meet our obligations under the NDIS Act, NDIS Practice Standards, and NDIS Code of Conduct
• Manage staff recruitment, training, and compliance
• Respond to complaints and incidents
• Meet legal, reporting, and regulatory obligations
• Improve our services

How We Use and Disclose Personal Information

We use personal information only for the purpose for which it was collected, or for a directly related purpose you would reasonably expect.

We may disclose your personal information to:

• Support workers delivering your NDIS supports
• Your support coordinator, plan manager, or nominee
• Treating health professionals involved in your care
• The NDIA and the NDIS Quality and Safeguards Commission
• Other government agencies where required or authorised by law
• Our professional advisers, including accountants and legal advisers
• Emergency services where there is a serious threat to life or safety

We will not disclose your personal information without your consent unless required or authorised by law, or where disclosure is necessary to prevent a serious threat to life, health, or safety.

Consent

Where we collect personal information directly from you, we will seek your informed consent. You may withdraw your consent at any time by contacting us.

For participants who are unable to provide consent themselves, we will seek consent from their nominee, legal guardian, or other authorised representative.

How We Store and Protect Personal Information

We store personal information in secure electronic systems and, where applicable, in locked physical storage. We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure.

Access to personal information is restricted to staff who need it to perform their duties. All staff are required to maintain confidentiality.

We store all personal information within Australia.

When personal information is no longer needed for the purpose for which it was collected, we will take reasonable steps to destroy or de-identify it in accordance with our legal obligations.

Accessing and Correcting Your Information

You have the right to request access to the personal information we hold about you. You also have the right to request that we correct any information that is inaccurate, incomplete, or out of date.

To make a request, contact us using the details at the bottom of this page. We will respond to your request within 30 days. If we refuse a request, we will provide you with reasons in writing.

Data Breaches

If we become aware of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988.

Complaints

If you believe we have breached your privacy, you can make a complaint by contacting us using the details below. We will acknowledge your complaint promptly and investigate it. We aim to resolve complaints within 30 days.
If you are not satisfied with our response, you can lodge a complaint with:
Office of the Australian Information Commissioner (OAIC)

Website: www.oaic.gov.au

Phone: 1300 363 992
NDIS Quality and Safeguards Commission

Website: www.ndiscommission.gov.au

Phone: 1800 035 544

Website Privacy

Our website may use cookies and analytics tools to understand how visitors use the site. This information is collected anonymously and does not identify you personally.

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies.

Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website.

Contact us

If you have questions about this privacy policy, wish to access or correct your personal information, or want to make a privacy complaint, contact us:
Email: info@mycaredss.com.au
Phone: 0431 921 569