Privacy Policy

1. Introduction

Access Home Care Group Pty Ltd (“Access Home Care”, “we”, “our”, or “us”) is committed to protecting the privacy, dignity, and confidentiality of our participants, clients, families, representatives, employees, contractors, and website visitors.

As a provider of disability support and community services, we collect and manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable NDIS requirements.

This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information when you access our website or use our services.

2. Information We Collect

We may collect personal information including:

Personal Information

• Full name
• Date of birth
• Address
• Email address
• Emergency contact details
• NDIS participant number

Sensitive Information

Where necessary to provide services, we may collect:

• Health information
• Disability information
• Medical reports and assessments
• Care plans and support needs
• Cultural, language, and accessibility requirements

Financial Information

• Billing details
• Bank account information
• NDIS funding information

Website Information

When you visit our website, we may collect:

• IP address
• Browser type
• Device information
• Website usage statistics
• Cookies and analytics data

3. How We Collect Information

We may collect information:

• Directly from you
• Through website enquiry forms
• By phone, email, or in-person meetings
• From family members, guardians, or nominees
• From support coordinators and plan managers
• From healthcare professionals with your consent
• From the NDIS or other authorised agencies where permitted by law

4. Why We Collect Information

We collect personal information to:

• Deliver disability and support services
• Assess eligibility for services
• Develop and manage support plans
• Communicate with participants and representatives
• Manage bookings and appointments
• Process payments and invoices
• Meet NDIS compliance requirements
• Improve our services and website
• Respond to enquiries and complaints
• Fulfil legal and regulatory obligations

5. Disclosure of Personal Information

We may disclose your information where necessary to:

• NDIS and NDIA representatives
• Plan Managers
• Support Coordinators
• Medical practitioners and allied health professionals
• Government agencies and regulators
• External service providers assisting our business operations
• Legal representatives when required by law

We will only share information that is necessary for the relevant purpose and where permitted by law or with your consent. We do not sell, rent, or trade personal information to third parties.

6. Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Security measures may include:

• Secure cloud-based systems
• Password-protected databases
• Restricted staff access
• Confidentiality agreements
• Staff privacy training
• Secure document disposal procedures

7. Website Cookies and Analytics

Our website may use cookies and analytics tools to improve user experience and monitor website performance.

Cookies help us:

• Understand website traffic
• Improve website functionality
• Enhance user experience

You may disable cookies through your browser settings, although some website functions may not operate correctly.

8. Overseas Disclosure

We generally store personal information within Australia. Where third-party software providers store data overseas, we take reasonable steps to ensure appropriate security safeguards are maintained.

9. Access and Correction

You may request access to personal information we hold about you and request corrections if information is inaccurate, incomplete, or outdated. We may require verification of identity before releasing information.

10. Data Breaches

If we become aware of a data breach that is likely to result in serious harm, we will take appropriate action in accordance with the Notifiable Data Breaches Scheme, including notifying affected individuals and relevant authorities where required.

11. Complaints

If you have concerns about how we handle your personal information, please contact us through our website. We will investigate complaints and respond within a reasonable timeframe. If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au | Phone: 1300 363 992

12. Contact Us

If you have any questions about this Privacy Policy, wish to access or correct your personal information, or would like to make a privacy complaint, please contact us through the contact form available on our website: www.accesshomecare.com.au

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. The latest version will always be available on our website.

Last Updated: 1 June 2026