Privacy Policy

1. Introduction

NCS Care Pty Ltd (ABN 00 000 000 000) ("NCS Care", "we", "us", or "our") is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, hold, use, and disclose personal information about participants, families, staff, job applicants, and visitors to our website at ncscare.com.au.

By engaging our services or using our website, you consent to the collection and use of your information as described in this Policy. Please read it carefully.

2. What Personal Information We Collect

The types of personal information we may collect include:

• Full name, date of birth, and gender
• Contact details including address, phone number, and email address
• NDIS participant number and plan details
• Health and medical information, disability-related information, and support needs
• Emergency contact and next-of-kin details
• Financial information necessary for billing and plan management
• Employment history, qualifications, and referee details (for job applicants and staff)
• Device and usage information when you visit our website (see Section 8)

We only collect sensitive information (such as health or disability information) with your consent, or where required by law.

3. How We Collect Your Information

We collect personal information in a number of ways:

• Directly from you when you contact us, complete a referral or intake form, or apply for employment
• From your legal guardian, nominee, or support person if you have authorised them to act on your behalf
• From the NDIS Commission, the National Disability Insurance Agency (NDIA), or other government bodies as required
• From other service providers involved in your care with your knowledge and consent
• Automatically through our website via cookies and analytics tools (see Section 8)

4. How We Use Your Personal Information

We use your personal information for the following purposes:

• To deliver and manage NDIS support services to participants
• To develop, review, and implement individual support plans
• To communicate with you about your services, appointments, and care
• To process payments, claims, and invoices under your NDIS plan
• To meet our legal, regulatory, and reporting obligations under the NDIS Act and related legislation
• To respond to complaints, incidents, and quality improvement processes
• To recruit, employ, and manage our staff and contractors
• To improve our services and website through aggregated analytics

5. Disclosure of Personal Information

We may disclose your personal information to:

• Our staff, contractors, and support workers directly involved in your care
• The National Disability Insurance Agency (NDIA) and NDIS Quality and Safeguards Commission as required by law
• Healthcare providers, allied health professionals, and other service providers involved in your care, with your consent
• Legal and regulatory bodies when required by law or court order
• Technology service providers who assist us in delivering our services (under strict confidentiality agreements)

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

6. Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. Our security measures include:

• Encrypted digital storage and secure access controls
• Restricted access to personal information on a need-to-know basis
• Staff training on privacy and confidentiality obligations
• Regular review of our security practices and policies
• Secure disposal of records that are no longer required

We retain participant records for a minimum of 7 years in accordance with NDIS requirements, or longer where required by other applicable law.

7. Your Privacy Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete personal information
• Lodge a complaint about how we have handled your personal information
• Withdraw consent for certain uses of your information (where applicable)

To exercise any of these rights, please contact our Privacy Officer at Admin@ncscare.com.au or by calling 0490 103 351.

We will respond to your request within 30 days. In some circumstances, we may be unable to provide access to certain information (for example, where doing so would unreasonably impact another person's privacy), and we will explain why.

8. Website & Cookies

When you visit our website, we may collect non-identifiable technical data including your IP address, browser type, referring URL, pages visited, and time spent on the site. This information is used to improve our website and understand how visitors use it.

We use cookies (small text files stored on your device) for analytics and functionality purposes. You can disable cookies through your browser settings, though some features of our website may not function correctly if you do so.

We do not use your website data for targeted advertising.

9. Third-Party Links

Our website may contain links to third-party websites, including the NDIS website, government portals, and partner organisations. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies before providing any personal information.

10. Complaints

If you believe we have breached your privacy or an Australian Privacy Principle, please contact our Privacy Officer in the first instance. We take all complaints seriously and will investigate and respond within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will post any updated policy on this page with a revised effective date. We encourage you to review this policy periodically.

12. Contact Us

For any privacy-related questions or to exercise your rights, please contact:

• Privacy Officer — NCS Care Pty Ltd
• 63 Ridley St, Charlestown NSW 2290
• Email: Admin@ncscare.com.au
• Phone: 0490 103 351