Privacy Policy
1. Background & scope
Equal Care NSW Pty Ltd (“Equal Care NSW”, “we”, “us”, “our”) respects and protects the privacy of people connected with our services, including NDIS participants, nominees, family members/carers, employees, contractors and prospective clients.
We handle personal information in accordance with the Privacy Act 1988 (Cth) (including the Australian Privacy Principles) and, where relevant, requirements connected with the National Disability Insurance Scheme.
2. What information we collect
We collect information that is reasonably necessary to deliver supports, respond to enquiries, and run our business. This may include:
- Identity information (e.g., full name, date of birth);
- Contact details (e.g., email address, phone number, address);
- NDIS information (e.g., participant number and plan details where provided);
- Service-related information (e.g., goals, preferences, scheduling needs, risk/safety information);
- Website and communications data (e.g., enquiries submitted, interactions with our pages, correspondence with us);
- Employment/contractor information (where relevant); and
- Financial information (e.g., bank or payment details where needed for invoicing or reimbursements).
3. Sensitive & health information
“Sensitive information” has the meaning given in the Privacy Act and includes health information. In the NDIS context, we may need to collect health information (for example, information about disability, supports required, or health professionals involved) to provide safe and appropriate services.
4. How we collect information
We may collect personal information:
- directly from you (e.g., forms, phone calls, emails, in-person, service planning and delivery);
- from your nominee/guardian/authorised representative;
- from plan managers, support coordinators, allied health providers, or other services, where you have provided consent or it is otherwise lawful; and
- through our website and systems (e.g., enquiry submissions and service administration systems).
5. How we use & disclose information
We may use and disclose personal information to:
- respond to enquiries and assess suitability of supports;
- deliver services and supports, including coordinating with your nominated representatives;
- manage bookings, rosters, billing, administration, quality and safeguarding;
- handle feedback, incidents, and complaints;
- engage contractors and service providers (only as required to perform duties); and
- comply with legal obligations, including where necessary for safety.
We do not disclose personal information to third parties without consent unless:
- required or authorised by law;
- necessary to prevent or lessen a serious threat to life, health, or safety (where permitted by law);
- required for service delivery and you have authorised the disclosure (expressly or implicitly in context); or
- in connection with a business restructure/transaction (e.g., merger or sale), subject to legal requirements.
6. Storage & security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Measures may include secure physical storage, access controls, and secure electronic systems.
We retain information only for as long as required for service delivery, legal compliance, and legitimate business purposes. When no longer required, information is securely destroyed or de-identified, as appropriate.
7. Access & correction
You may request access to, or correction of, personal information we hold about you. We aim to respond within 30 days.
If we refuse a request, we will provide written reasons and explain how you can make a complaint.
8. Third-party links
Our website may contain links or widgets operated by third parties (e.g., social media platforms). We are not responsible for the privacy practices of those third parties. You should review their privacy policies before using their services.
9. Overseas disclosures
We may, from time to time, disclose personal information to recipients outside Australia (for example, where a software provider’s support or hosting is overseas). Where this occurs, we will do so only where it is lawful and appropriate safeguards are in place (including obtaining consent where required).
10. Privacy complaints
You may complain about how we handle your personal information, including if you think we have breached the Privacy Act, by contacting us using the details below.
We aim to resolve privacy complaints within 21 days. If we cannot resolve your complaint, or you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).