Privacy Policy

1. Introduction

Guidance to Independence (“we”, “our”, “us”) is a registered NDIS (National Disability Insurance Scheme) provider based in Sydney, Australia, delivering personalised disability support services. We are committed to protecting the privacy and dignity of our participants, their families, carers and website visitors.

This Privacy Policy explains how we collect, use, hold and disclose personal information, including sensitive information such as health and disability information, in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and our obligations under the NDIS Practice Standards and NDIS Code of Conduct.

By using our website www.guidancetoindependence.com.au (the “Site”), submitting an enquiry, or applying for our services, you consent to the collection and handling of your information as described in this Policy.

2. Information We Collect

2.1 Personal Information

• Full name, date of birth, gender, and contact details (address, phone, email)
• Details of the person applying on your behalf and their relationship to you (e.g. parent, guardian, advocate, support coordinator), where applicable
• NDIS participant number and plan details
• Emergency contact and next of kin details

2.2 Sensitive and Health Information

As an NDIS provider, we may collect sensitive information under APP 3, including:

• Disability type, diagnosis, and support needs
• Medical and health information relevant to service delivery (e.g. medications, allergies, behaviour support plans)
• Information about your NDIS goals, funding categories, and plan management arrangements
• Cultural background, language, and Aboriginal or Torres Strait Islander status (collected only where relevant and voluntarily provided, to support culturally appropriate care)

We only collect sensitive information with your consent, or the consent of your authorised representative, and only where reasonably necessary to assess eligibility, plan supports, and deliver safe services.

2.3 Information Collected Automatically

• IP address, browser and device type
• Pages visited, referring site, and time spent on the Site
• Cookies and similar tracking technologies (see Section 7)

2.4 Information from Third Parties

• Referrals from the NDIA (National Disability Insurance Agency), support coordinators, Local Area Coordinators (LACs), plan managers, medical practitioners, or other referring organisations
• Information from family members, guardians, or advocates applying on a participant's behalf

3. How We Use Your Information

We use your information to:

• Assess your eligibility and process applications for our NDIS support services
• Develop, deliver and review individualised support and care plans
• Communicate with you, your representatives, and your support network regarding services
• Coordinate care with the NDIA, plan managers, support coordinators and other relevant providers (with consent)
• Meet our record-keeping, incident reporting and quality obligations under the NDIS Practice Standards
• Manage billing, service agreements and funding claims
• Improve our Site, services and communications
• Comply with legal, regulatory and audit obligations

4. How We Disclose Your Information

We do not sell your personal information. We may disclose information to:

• The NDIA and NDIS Quality and Safeguards Commission, where required for funding, compliance, audits or incident reporting
• Your plan manager, support coordinator, Local Area Coordinator, or other treating professionals involved in your care, with your consent
• Family members, guardians or advocates you have authorised to be involved in decision-making
• Service providers who support our operations (e.g. IT hosting, payroll, rostering software), under confidentiality obligations
• Emergency services or relevant authorities where necessary to prevent harm to you or others
• Regulatory or legal bodies where required by law or court order

Where practicable, information is de-identified before being shared for reporting or quality-improvement purposes.

5. Data Security

We implement administrative, technical and physical safeguards to protect your personal and sensitive information, including secure storage systems, restricted staff access, and confidentiality obligations for all employees and contractors. While we take reasonable steps to protect your information, no online transmission or storage system can be guaranteed 100% secure.

6. Data Retention

We retain personal and health information for as long as necessary to provide services, and thereafter in accordance with NDIS record-keeping requirements and applicable Australian health records legislation (which may require retention for a minimum of 7 years, or longer for minors, after the last service provided). Information is securely destroyed or de-identified once retention obligations have been met.

7. Cookies and Tracking Technologies

Our Site may use cookies and similar technologies to support functionality (e.g. our referral and eligibility check forms) and to analyse site usage. You may disable cookies through your browser settings; this may limit the functionality of forms such as our referral and eligibility check tools.

8. Your Rights and Choices

Under the Australian Privacy Principles, you (or your authorised representative) have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or outdated information
• Withdraw consent to the collection, use or disclosure of your information, subject to legal and service-delivery requirements
• Make a complaint about how we have handled your personal information
• Request information in an accessible format, or with the support of an interpreter or advocate

To exercise these rights, please contact us using the details in Section 13.

9. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your information, please contact us first so we can investigate and respond. If you are not satisfied with our response, you may lodge a complaint with:

• The Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au
• The NDIS Quality and Safeguards Commission — www.ndiscommission.gov.au or 1800 035 544

10. Children and Vulnerable Persons

Where our participants are children or people with impaired decision-making capacity, we collect and handle information with the involvement of a parent, guardian or authorised representative, and take extra care to protect their privacy and best interests.

11. Third-Party Links

Our Site may contain links to third-party websites, including the NDIS, NDIA, or partner organisations. We are not responsible for the privacy practices of external sites and encourage you to review their policies separately.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated version will be posted on this page with a revised “Last Updated” date.

13. Contact Us

If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact:

Guidance to Independence

Narellan NSW 2567

Email: info@guidancetoindependence.com.au

Phone: 1300 153 867

Website: www.guidancetoindependence.com.au