Privacy policy

Who this covers

This policy applies to Compassionate Life Care Services Pty Ltd (ABN 20 627 794 076), its workers and contractors. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and health information in line with applicable state health records legislation.

What we collect

We only collect what we need to deliver your supports safely and to meet our obligations as a registered NDIS provider.

• Identity and contact details — name, date of birth, address, phone, email
• NDIS details — participant number, plan dates, plan management type, funded support categories
• Health and disability information — diagnoses, medications, care and mealtime management plans, behaviour support plans, allied health reports
• Support records — shift notes, incident reports, rosters and communication with you
• Information about a nominee, guardian, family member or advocate where they act for you
• Website enquiries — what you type into our enquiry form, plus the date and time

How we collect it

Usually directly from you, in conversation, in your service agreement, or through our website enquiry form. Sometimes from someone acting for you, or — with your consent — from your support coordinator, treating practitioners, or the NDIA.

Why we use it

• To plan, roster and deliver your supports
• To keep you and our workers safe, including sharing what a worker needs to know before a shift
• To claim payment through your plan, plan manager or the NDIA
• To meet our record-keeping, reporting and audit obligations under the NDIS Act and the NDIS Practice Standards
• To respond to your enquiry, complaint or feedback

Who we disclose it to

We do not sell your information, ever, and we do not use it for marketing without your consent. We disclose it only where it is necessary:

• To our own workers, on a need-to-know basis
• To your plan manager or the NDIA, for payment
• To treating practitioners or allied health professionals, with your consent
• To the NDIS Quality and Safeguards Commission, where a reportable incident or complaint requires it
• Where required or authorised by law, or to lessen a serious and imminent threat to life, health or safety

How we store and protect it

Records are held in access-controlled systems on servers located in Australia, with access limited by role and reviewed regularly. Paper records are held in locked storage. Website enquiries are transmitted over an encrypted (HTTPS) connection and stored outside the public web directory.

We keep records for as long as required by law — for NDIS participant records this is generally at least 7 years after the support ends — and then destroy or de-identify them securely.

Access, correction and consent

You can ask to see the information we hold about you, and to have it corrected if it is wrong. Ask your coordinator or email info@compassionatelifecare.com.au. We will respond within 30 days, and we do not charge for reasonable requests.

Where we rely on your consent, you can withdraw it at any time. We will tell you plainly if withdrawing consent affects our ability to deliver a particular support safely.

Website, cookies and analytics

Our website does not require you to log in. If we use analytics, it is configured to collect aggregate usage data only, and our enquiry form does not track you across other sites. We do not run advertising pixels that profile visitors with disability.

If you are not happy with how we handled your information

Tell us first if you can — email info@compassionatelifecare.com.au or call 02 9067 1097. If we do not resolve it, you can complain to the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.