At Victoria Caring Hands Disability Support Services (“we,” “our,” or “us”), we are committed to protecting the privacy and personal information of our clients, staff, and stakeholders. This Privacy Policy outlines how we collect, use, store, and disclose personal information in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as NDIS (National Disability Insurance Scheme) regulations.
1. Collection of Personal Information
We collect personal information necessary for providing disability support services and fulfilling our obligations under the NDIS. The types of personal information we may collect include:
- Name, date of birth, and contact details (phone number, email, and address)
- Medical and health-related information, including disabilities and care needs
- Emergency contact details
- NDIS participant number and support plan details
- Payment and financial information
- Employment and background information for staff members
We collect this information through direct interactions, such as forms, emails, phone calls, or in-person meetings, and through third parties, such as healthcare providers or NDIS representatives, when necessary.
2. Use of Personal Information
We use personal information only for legitimate purposes, including:
- Delivering NDIS-approved support services
- Developing personalized care plans
- Communicating with clients, families, and caregivers
- Managing service bookings, invoices, and payments
- Ensuring compliance with NDIS and legal obligations
- Staff recruitment, training, and administration
- Improving our services through feedback and assessments
We will not use personal information for any other purpose without obtaining consent unless required by law.
3. Storage & Security of Information
We take reasonable steps to protect personal information from unauthorized access, misuse, or disclosure. Our security measures include:
- Secure electronic storage with restricted access
- Physical security for hard-copy records
- Password-protected systems and encrypted communication
- Staff training on privacy and data protection policies
We retain personal information only as long as required by NDIS compliance, regulatory obligations, or service delivery needs. When no longer needed, we securely delete or destroy the data.
4. Disclosure of Personal Information
We may disclose personal information only when necessary, including:
- To NDIS representatives for funding and service verification
- To healthcare providers or allied health professionals involved in care
- To government agencies when required by law
- To third-party service providers (e.g., IT support, payment processing) under confidentiality agreements
We do not sell or share personal information for marketing purposes.
5. Access & Correction of Information
Clients and staff have the right to:
- Request access to their personal information
- Request corrections if information is inaccurate, incomplete, or outdated
Requests can be made in writing to our Privacy Officer at [Insert Contact Details].
6. Complaints & Concerns
If you have concerns about how your personal information is handled, you can:
- Contact our Privacy Officer at [Insert Contact Details]
- Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) if unsatisfied with our response
7. Updates to This Privacy Policy
We may update this Privacy Policy periodically to reflect legal changes or improvements in our practices. Updates will be posted on our website, and we encourage regular review.