Privacy Policy

Nurse Aid Australia Pty Ltd ("Nurse Aid Australia", "we", "us", "our") is a registered NDIS provider delivering Supported Independent Living and community support services in South Australia.

We are bound by the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As an NDIS provider, we are also subject to the NDIS Act 2013 and the NDIS Practice Standards with respect to participant information.

Our registered address is Unit 4/3 Park Way, Mawson Lakes SA 5095. Our Privacy Officer can be contacted at [email protected].

The information we collect depends on who you are and how you interact with us.

Participants and their families

• Full name, date of birth, address, and contact details
• NDIS number and plan information
• Health information including diagnosis, medications, clinical history, and support needs
• Guardian, administrator, or nominee details where applicable
• Emergency contact information
• Financial information for service agreements and invoicing

Referrers and support coordinators

• Name, organisation, role, and contact details
• Information about the participant you are referring

Job applicants

• Name, contact details, resume, and qualifications
• NDIS Worker Screening and other clearance information

Website visitors

• Enquiry form submissions including name, email, and message content
• Standard website analytics data (see section 9)

We collect personal information only for purposes directly related to our operations as an NDIS provider. These purposes include:

• Assessing and accepting referrals for NDIS support services
• Delivering safe, appropriate, and person-centred support to NDIS participants
• Developing and maintaining clinical care plans
• Complying with our obligations under the NDIS Act, NDIS Practice Standards, and relevant state legislation
• Communicating with participants, families, guardians, support coordinators, and treating clinicians
• Processing payroll and invoicing
• Recruiting and managing staff
• Responding to enquiries submitted through our website

We do not collect personal information unless it is reasonably necessary for one of these purposes.

We use personal information to deliver our services and meet our legal obligations. Specifically:

• Participant information is used to develop care plans, deliver supports, manage incidents, and report to the NDIS Commission as required
• Health information is used solely for clinical care and compliance purposes
• Referrer information is used to respond to referrals and communicate about participant placements
• Staff information is used for employment, rostering, training, and compliance purposes
• Website enquiry information is used to respond to the enquiry and, where relevant, to follow up with service information

We will only use your information for the purpose for which it was collected, or for a directly related purpose that you would reasonably expect.

We share personal information only where necessary to deliver our services or comply with legal obligations. Recipients may include:

• NDIS Commission — incident reports and compliance notifications as required by law
• Treating clinicians and allied health professionals — to coordinate participant care with consent
• Support coordinators and plan managers — to manage NDIS plan funding and service delivery
• Office of the Public Guardian and SACAT — where participants are subject to guardianship or administration orders
• Forensic Mental Health Service and Community Corrections — where participants are subject to orders requiring reporting
• Emergency services — where participant health or safety is at risk
• Third-party service providers — including payroll, IT, and clinical record systems, under confidentiality agreements

We do not sell, rent, or trade personal information to any third party. We do not share information with marketers or advertisers.

Where we share information with third parties outside Australia (for example, cloud storage services), we take reasonable steps to ensure those parties comply with the Australian Privacy Principles or equivalent protections.

Health information and other sensitive information (including information about a person's disability, mental health, and criminal history where relevant to service delivery) is treated with a higher level of protection under the Privacy Act.

We collect and use sensitive information only where:

• The individual has consented, or
• Collection is required or authorised by law (for example, NDIS incident reporting obligations), or
• It is necessary to prevent or lessen a serious threat to the life, health, or safety of any individual

Participant health information is accessible only to staff who need it to deliver or oversee the participant's support. Access is controlled and documented.

Criminal history information relating to forensic participants is collected only where necessary for safe service delivery and is handled in accordance with the participant's legal orders and applicable state legislation.

We store personal information securely using a combination of electronic and physical measures. These include:

• Password-protected and access-controlled electronic systems
• Encrypted storage for sensitive clinical and participant information
• Restricted physical access to paper records
• Staff confidentiality obligations as a condition of employment

We retain personal information only for as long as necessary for the purpose for which it was collected, or as required by law. NDIS participant records are retained in accordance with NDIS Commission requirements and applicable South Australian legislation.

When personal information is no longer required and retention is not mandated by law, it is securely destroyed or de-identified.

In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Correct information that is inaccurate, out of date, or incomplete
• Complain about how we have handled your personal information
• Know how your information is being used and who it has been shared with

To exercise any of these rights, contact our Privacy Officer at [email protected] or by calling 1300 413 663. We will respond to access and correction requests within 30 days. In limited circumstances, we may decline access — for example, where it would unreasonably impact another person's privacy. We will explain any refusal in writing.

There is no charge for making an access or correction request, though we may charge a reasonable fee for the cost of providing access (for example, photocopying).

Our website at nurseaidaustralia.com.au may collect standard analytics information including pages visited, time on site, referring URL, and browser type. This information is collected in aggregate and is not linked to identifiable individuals unless you submit an enquiry form.

We may use cookies — small text files stored on your device — to improve the website experience. You can disable cookies in your browser settings, though this may affect some website functionality.

We do not use third-party advertising cookies or tracking pixels. We do not serve targeted advertising on our website.

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies.

If you believe we have mishandled your personal information, please contact us first so we can attempt to resolve the issue:

• Email: [email protected]
• Phone: 1300 413 663
• Post: Unit 4/3 Park Way, Mawson Lakes SA 5095

We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you have the right to complain to the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992

For complaints specifically about NDIS support services (separate from privacy), contact the NDIS Quality and Safeguards Commission on 1800 035 544.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal obligations. The current version will always be available on our website with the date it was last updated.

Where changes are material, we will take reasonable steps to notify affected individuals — for example, by email or a notice on the website.

Your continued use of our services after a policy update constitutes acceptance of the revised policy.

For any privacy-related enquiry, request, or complaint, contact our Privacy Officer:

• Email: [email protected]
• Phone: 1300 413 663
• Post: Privacy Officer, Nurse Aid Australia Pty Ltd, Unit 4/3 Park Way, Mawson Lakes SA 5095