Privacy policy

What we collect

We only collect what we need to deliver your supports safely and to meet our obligations as a registered NDIS provider. That usually includes:

• Your name, contact details, date of birth and address
• Your NDIS number, plan details and plan management type
• Health information: diagnoses, medications, clinical history, care plans, assessments and progress notes
• Behaviour support plans, and records relating to any regulated restrictive practice
• Details of the people in your support network — family, carers, guardians, support coordinators, GPs and treating clinicians
• Records of the supports we delivered, including incident reports and complaints
• Information you send us through this website's enquiry, referral and feedback forms

How we use it

We use your information to:

• Assess whether we can safely meet your support needs
• Write, deliver and review your care and support plans
• Train and supervise the workers who support you
• Coordinate with your other providers and treating clinicians
• Claim payment for the supports we have delivered
• Meet our legal and regulatory obligations, including incident reporting to the NDIS Quality and Safeguards Commission
• Respond to your enquiries, referrals, feedback and complaints

We do not sell your information, and we do not use it for marketing without your explicit consent.

Who we share it with

We share your information only where it is necessary, and specifically with:

• The workers and nurses directly involved in your support
• People you have authorised — family, carers, guardians, nominees, advocates and support coordinators
• Other providers and treating clinicians involved in your care, where sharing is needed for safe support
• The NDIA and plan managers, for the purpose of claiming and plan reviews
• The NDIS Quality and Safeguards Commission, where we are legally required to report an incident or respond to an inquiry
• Emergency services and hospitals, where there is a serious and imminent threat to someone's life, health or safety

Consent

We ask for your consent before sharing your information outside the circumstances above, and you can withdraw consent at any time. Withdrawing consent will not affect your right to receive supports, though there are some things we may not be able to do safely without particular information — and we will tell you plainly if that is the case.

Where a referral is made on your behalf, we ask the referrer to confirm you are aware of it or that they are authorised to make it.

How we store and protect it

• Records are held in access-controlled systems, with access limited to staff who need it for your support
• Paper records, where they exist, are stored securely
• Staff are trained in privacy and confidentiality obligations
• We keep records for as long as required by law, and then destroy or de-identify them securely

Accessing and correcting your information

You can ask to see the information we hold about you, and ask us to correct anything that is wrong. Contact us on 0451 698 385 or admin@expert2care.org. We will respond within 30 days. If we cannot give you access, we will explain why in writing.

This website

Our enquiry, referral and feedback forms send their contents to us by email. Please do not include information the participant has not agreed to share. The forms include a hidden field used only to detect automated spam submissions.

This site does not use advertising or tracking cookies, and does not build a profile of your browsing.

Complaints about privacy

If you think we have mishandled your information, tell us through our feedback and complaints process and we will investigate. You can also complain to the Office of the Australian Information Commissioner at oaic.gov.au, or to the NDIS Quality and Safeguards Commission on 1800 035 544.

Changes to this policy

If we change this policy we will update this page. Please check back occasionally, or ask us for a copy.