Our commitment
- We handle personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, applicable state health records legislation and the NDIS Practice Standards.
- We only collect information we genuinely need to deliver safe, high-quality supports.
What we collect
- Contact details, date of birth and emergency contacts.
- NDIS number, plan details, funding arrangements and plan management type.
- Health, disability and support information, including assessments, therapy reports, behaviour support plans and risk information.
- Records of the supports we deliver, progress notes, incidents, feedback and complaints.
- Information you send us through our website forms, referral uploads and chats with Sophie, our digital assistant.
How we use it
- To assess referrals, plan and deliver supports, and match you with suitable workers.
- To meet our legal, funding, auditing and reporting obligations, including reportable incidents.
- To improve our services, investigate feedback and complaints, and train our staff.
- We do not sell personal information, and we do not use it for marketing without your consent.
Who we share it with
- Your support workers and coordinators, only to the extent they need it to support you safely.
- Access Support, our sister organisation, where you receive allied health services from them and you have consented.
- The NDIA, plan managers, the NDIS Quality and Safeguards Commission and other bodies where the law requires it.
- Health services and emergency services where there is a serious and imminent risk to life, health or safety.
Storing and protecting information
- Records are stored in access-controlled Australian-hosted systems with encryption in transit and at rest.
- Documents uploaded through our referral form go to private storage that only authorised intake staff can open.
- Staff access is limited to what their role requires, and all access is logged.
- We retain participant records for a minimum of seven years, or longer where legislation requires it, then securely destroy them.
Sophie, our digital assistant
- Sophie answers general questions about our services. Conversations are saved securely so you can return to them.
- Sophie is not a clinician and does not make funding or eligibility decisions. Please do not share sensitive medical detail in chat — upload it securely through the referral form instead.
Your rights
- You can ask to see the information we hold about you and request corrections.
- You can withdraw consent for information sharing at any time, though this may affect the supports we can deliver.
- You can complain to us, and if you are not satisfied, to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
- Questions about this policy can be directed to our quality team on 1800 498 454 or ndis@accesssupport.au.
- You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.
This policy is reviewed annually, or sooner if legislation changes.