Privacy Policy

1. Information we collect

We collect information reasonably necessary for our activities and the supports you request or receive. Depending on your relationship with us, this may include:

• Identity and contact details: your name, date of birth, email address, telephone number and postal address.
• NDIS and support details: relevant plan and funding information, support needs, service agreements, goals and records of supports provided.
• Representative details: contact information and relevant authority of a nominee, guardian, parent or other person acting for you.
• Health and disability information: information needed to understand your support needs and provide safe supports. Where relevant, this may include care plans, behaviour support plans and information about authorised regulated restrictive practices.
• Billing information: details needed for invoicing, payments and funding administration.
• Professional information: an organisation name, position, ABN or registration details where relevant to a provider, support coordinator, plan manager or contractor relationship.
• Enquiries and communications: information you provide in forms, referrals, emails, telephone calls, feedback, complaints or surveys.
• Employment and training information: information supplied for job applications, contractor engagement or related workforce processes, where applicable.
• Technical information: information such as IP address, browser and device type, pages accessed and website activity collected by hosting, security or analytics services.

Health and disability information is sensitive information. We collect it with your consent where required and only where reasonably necessary for our activities, unless collection is otherwise permitted or required by law. We explain why information is needed and support you to make informed choices.

2. How we collect information

Where reasonable and practicable, we collect information directly from you. This may happen when you contact us, complete a form, make a referral, discuss a service agreement, receive supports, apply for work or communicate with us through a digital platform.

We may also receive relevant information from a person you authorise, a referring professional, another provider, a plan manager, the NDIA or a regulator, with your consent or where the law permits or requires it. A person referring someone else should involve them in the decision and have the necessary consent or authority to share their information.

You may make a general enquiry anonymously or use a pseudonym where practicable. We may need to identify you to deliver supports, verify authority, manage payments or meet legal obligations. If you choose not to provide necessary information, we will explain how this affects what we can do.

3. How we use your information

We use personal information for the purpose for which it was collected, including to:

• respond to enquiries and assess service suitability and availability;
• plan, provide, coordinate and review agreed supports;
• communicate with you and your authorised representatives;
• manage service agreements, invoices and payments;
• handle feedback, complaints, incidents and disputes;
• administer relevant recruitment, contractor or training processes;
• maintain and improve our services and digital platforms; and
• meet legal, safeguarding, recordkeeping and regulatory obligations.

We do not treat an initial enquiry as consent to every later use of your information. Other uses or disclosures must have an appropriate basis under privacy law.

4. Who we may share information with

We may share relevant information with:

• employees and contractors who need it to perform their work;
• providers involved in your supports, including health professionals or specialist behaviour support providers, with your consent or another lawful basis;
• your authorised representatives, within the scope of their authority;
• plan managers, payment providers or professional advisers where needed for the relevant service or business function;
• technology suppliers supporting hosting, forms, communications, scheduling, records or billing; and
• the NDIA, the NDIS Quality and Safeguards Commission, other regulators or authorities where disclosure is required or authorised by law.

We seek to limit disclosure to information relevant to the purpose and take reasonable steps to require appropriate confidentiality, security and privacy protections from service providers.

5. Updates and marketing

Where we send newsletters or promotional updates, we do so in accordance with applicable consent and marketing requirements. You can opt out using the unsubscribe option provided or by contacting us. Opting out of marketing does not prevent necessary communications about your supports, invoices or a current enquiry.

6. Storage, security and retention

We use electronic systems, cloud services and, where relevant, physical records. We take reasonable physical, technical and administrative steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure. These steps include password protection, access controls and limiting access according to work responsibilities.

No internet transmission or storage system is completely secure. For an initial enquiry, provide only the information needed to discuss your request. Ask us how to share sensitive documents before sending them, and avoid posting private information on public social media pages.

We retain information for as long as it is needed for its lawful purpose and applicable recordkeeping obligations. When it is no longer required, we take reasonable steps to securely destroy or de-identify it, unless retention is required by law.

7. Overseas service providers

Our digital service providers may store or access personal information in Australia and overseas. The arrangements depend on the platform and service being used. You can contact the Privacy Officer for information about the providers and overseas locations relevant to your information.

Before disclosing personal information to an overseas recipient, we take reasonable steps required by APP 8 to protect it, unless a lawful exception applies. The presence of privacy laws in another country does not, by itself, replace our obligations under Australian privacy law.

8. Responding to data breaches

If we become aware of a suspected privacy or security incident, we will assess it and take appropriate steps to contain and respond to it. Where notification is required under the Notifiable Data Breaches scheme, we will notify affected individuals and the OAIC and provide relevant advice about protective steps.

9. Website forms and external platforms

Contact and referral forms on this website are connected to My Remarkable Care’s WordPress Fluent Forms service. Information you submit is handled through that service and the related notification and recordkeeping processes. An embedded form may load directly from our main website even when you are viewing the redesign preview.

The careers and feedback pages embed Jotform forms for applications, complaints and compliments. Other linked services and embedded platforms may also collect technical information when loaded and personal information when you interact with them. Review the relevant platform’s privacy information before providing details.

External websites have their own privacy practices. We encourage you to read their policies and contact us if you would like an alternative way to provide information.

10. Cookies and analytics

Our websites and embedded services may use cookies, server logs and similar technologies for functionality, security and understanding website use. Where analytics tools such as Google Analytics are enabled, they may collect device, browser, page-visit and usage information. IP addresses and other online identifiers may be personal information; this information is not necessarily anonymous.

You can manage or delete cookies in your browser and use available platform privacy controls. Restricting cookies may affect forms or other website features. The redesigned preview does not add its own Google Analytics script, but hosting providers and embedded forms may process technical information.

11. Website tools

The NDIS eligibility guide and NDIS Budget Planner work on the page in your browser. Their answers and figures are not automatically saved or submitted to My Remarkable Care, and are not passed to the contact form. Printing, downloading or sharing a summary is your choice. The contact form is a separate service with its own collection process.

The My Support Profile tool also works in your browser. If you choose its save option, the profile is retained in local storage on that device. Use care on shared devices. You can remove saved information using the tool or by clearing the relevant site data in your browser. Earlier versions of the budget planner offered local saving; clearing site data also removes those earlier saved copies. Clearing browser data does not delete information already submitted through a form, sent by email or shared with someone else.

12. Accessing and correcting your information

You can ask to access the personal information we hold about you or to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Contact the Privacy Officer by email or telephone. Written details can help us understand your request, and we can discuss assistance or another accessible way to make it.

We may need to verify your identity and any representative’s authority before releasing or changing information. We will respond within a reasonable period in accordance with applicable law. If we cannot provide access or make a correction, we will explain the reasons and available complaint options, unless the law prevents us from doing so.

There is no charge to make a request or seek a correction. If a reasonable access charge is permitted and proposed, we will explain it before proceeding.

13. Making a privacy complaint

If you are concerned about how we have handled your information, contact the Privacy Officer. Tell us what happened, when it happened, what outcome you are seeking and how you would like us to contact you. You may ask a trusted person or advocate to assist you.

We will acknowledge your complaint, consider the information provided and aim to respond within 30 days. If we need more time, we will explain the reason and expected timeframe.

If you are not satisfied with our response, or we have not responded within 30 days, you can contact the Office of the Australian Information Commissioner (OAIC) about making a privacy complaint. Phone 1300 363 992 or visit oaic.gov.au.

For concerns about NDIS supports or services, you may also contact the NDIS Quality and Safeguards Commission on 1800 035 544. You can raise a concern with the Commission without first complaining to us. Its role is separate from the OAIC’s privacy complaint process.

14. Contact the Privacy Officer

Privacy Officer, My Remarkable Care
Email: admin@myremarkablecare.com.au
Phone: 0403 157 562
Website: www.myremarkablecare.com.au

Ask us if you need this policy in another format or require help communicating a privacy request. Contact us to arrange a suitable postal or alternative contact method if needed.

15. Changes to this policy

We may update this policy when our services, systems or legal obligations change. The current version will be available on our website with its updated date. You can request a copy from the Privacy Officer.