Your privacy is important to us
Ability Hope Support Network is committed to protecting your personal information. This policy explains how we collect, use, store and disclose your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Our Commitment to Privacy
We keep your personal information safe
At Ability Hope Support Network, we understand that your personal information is sensitive and private. We are committed to handling it responsibly, transparently and in compliance with Australian privacy law.
This Privacy Policy applies to all personal information collected by Ability Hope Support Network, whether through our website, over the phone, in person, via email, through referral forms, or during the delivery of NDIS-funded supports and services.
We only collect information that is necessary for us to provide quality services and meet our legal and regulatory obligations as a registered NDIS provider.
What We Collect
Types of personal information we may collect
We only collect information that is reasonably necessary to deliver our services and meet our obligations. The types of information we collect depend on how you interact with us.
Identity Information
Name, date of birth, gender, proof of identity documents, and photographs for identification purposes.
Contact Details
Phone number, email address, residential address, emergency contacts, and guardian or nominee details.
Health and Disability
Details of disability, physical and mental health information, medical history, and support needs relevant to service delivery.
NDIS Plan Details
NDIS number, plan details, funding categories, Centrelink CRN, support coordinator details, and service agreements.
Service Records
Progress notes, incident reports, shift records, goals, outcomes, and support delivery documentation.
Website Data
IP address, browser type, pages visited, cookies, and analytics data collected when you use our website.
How We Use Your Information
Why we collect personal information
We use your personal information only for the purposes for which it was collected, or for directly related purposes you would reasonably expect.
Deliver Support Services
To provide, coordinate and manage your NDIS-funded supports and services safely and effectively.
Service Agreements
To establish, manage and fulfil our service agreement and contractual obligations with you.
Communication
To contact you regarding your services, respond to enquiries, and provide important updates or information.
Quality Improvement
To monitor and improve the quality of our services, training, and organisational practices.
Legal Compliance
To comply with our legal obligations including NDIS Quality and Safeguards requirements and workplace laws.
Safety and Wellbeing
To protect your safety and wellbeing, and to respond to incidents or emergencies appropriately.
How We Protect Your Information
Security measures we take
We take all reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Our security measures include:
- Secure electronic storage with encryption and password protection
- Locked physical storage for paper-based records
- Access restricted to authorised personnel only
- Regular staff training on privacy and confidentiality
- Secure disposal of information no longer needed
- Regular security audits and system updates
- Confidentiality agreements for all staff and contractors
When We May Share Your Information
Disclosure of personal information
We will not disclose your personal information to third parties without your consent, except where required or authorised by law. We may share your information with:
- The NDIA (National Disability Insurance Agency) for plan management and claiming
- The NDIS Quality and Safeguards Commission for regulatory compliance
- Your support coordinator, plan manager or nominee (with consent)
- Other service providers involved in your care (with consent)
- Emergency services when there is a serious threat to health or safety
- Government agencies where required by law
- Our professional advisors (legal, accounting) bound by confidentiality
Your Rights
Your privacy rights under the Australian Privacy Principles
The Privacy Act 1988 gives you specific rights regarding your personal information. Here is what you are entitled to.
Right to Access
You can request access to the personal information we hold about you at any time. We will respond within 30 days.
Right to Correction
You can ask us to correct any information that is inaccurate, incomplete, out of date or misleading.
Right to Anonymity
Where practical, you have the option to deal with us anonymously or using a pseudonym.
Right to Refuse
You can choose not to provide certain information, though this may affect our ability to deliver services.
Right to Be Informed
You have the right to know why we are collecting your information and how it will be used.
Right to Complain
You can make a privacy complaint to us or directly to the Office of the Australian Information Commissioner.
Data Breach Response
What happens if there is a data breach
In the unlikely event of a data breach, we have procedures in place to respond quickly and in compliance with the Notifiable Data Breaches scheme.
Identify and Contain
We immediately identify the breach, contain it and assess what information was affected.
Assess the Risk
We evaluate whether the breach is likely to result in serious harm to any individuals.
Notify Affected People
If serious harm is likely, we notify affected individuals and the OAIC as required by law.
Prevent Recurrence
We review our systems and processes to prevent similar breaches from occurring in the future.
Document and Report
All breaches are documented internally and reported to relevant regulatory bodies as required.
Support Affected People
We provide guidance and support to those affected on steps they can take to protect themselves.
Contact Us About Privacy
If you have questions about this policy, wish to access or correct your information, or want to make a privacy-related request, please contact us:
Office of the Australian Information Commissioner
If you are not satisfied with how we have handled your privacy concern, you can lodge a complaint with the OAIC:
Have a privacy question or concern?
We take your privacy seriously. If you have any questions about how we handle your personal information, please do not hesitate to get in touch.