Privacy Policy
Your Privacy Matters to Us
At Primax Care Disability Services, we respect your privacy and are committed to protecting your personal and sensitive information.
We understand that trust is essential when you choose someone to support you. We handle your information with care, dignity and respect and in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as relevant NDIS requirements.
This Privacy Policy explains how we collect, use, store, protect and disclose your information when you engage with our services or use our website.
Information We May Collect
To provide safe, responsive and person-centred supports, we may collect information such as:
- Your name, contact details, date of birth and address
- NDIS participant and plan information where relevant to providing your supports
- Information about your support needs, goals and preferences
- Health, disability and other sensitive information where necessary
- Emergency contact, nominee, guardian or representative details
- Information provided through referrals, enquiries, service agreements and feedback
- Billing and payment information
- Information you provide when contacting us through our website, email, telephone or social media
- Technical website information, such as browser type, IP address and website usage data
We only collect information that is reasonably necessary for our services, business activities or legal obligations.
How We Collect Your Information
Where practical, we collect personal information directly from you.
With your consent or where permitted by law, we may also receive information from your authorised representative, family member, Support Coordinator, health professional, plan manager, the NDIA or another organisation involved in providing your supports.
Why We Collect Your Information
We may use your information to:
- Assess and respond to your support needs
- Deliver safe, high-quality and person-centred NDIS supports
- Develop and review service agreements, support plans and risk assessments
- Communicate with you, your authorised representatives and relevant service providers
- Coordinate services and supports
- Process payments, invoices and NDIS claims where applicable
- Respond to enquiries, feedback, complaints and incidents
- Improve the quality and safety of our services
- Meet our legal, regulatory and NDIS obligations
We will not use your personal information for purposes unrelated to the reason it was collected unless you consent or the use is otherwise authorised or required by law.
Sensitive and Health Information
Some of the information we collect may be considered sensitive information, including information about your health or disability.
We recognise the importance of protecting this information. Sensitive information will only be collected, used and disclosed where reasonably necessary, with appropriate consent or where otherwise permitted or required by law.
Sharing Your Information
Your privacy is important to us. We do not sell or trade your personal information.
We may share information with authorised people or organisations where this is necessary to provide your supports, where you have given consent, or where disclosure is authorised or required by law.
This may include your authorised representative, Support Coordinator, plan manager, health professionals, the National Disability Insurance Agency (NDIA), the NDIS Quality and Safeguards Commission, government agencies, professional advisers or service providers that assist us in operating our organisation.
Where we engage third-party service providers, we take reasonable steps to ensure personal information is handled appropriately and securely.
Consent and Choice
We respect your right to make informed choices about your information.
Where consent is required, we will seek your consent before collecting, using or sharing your information. You may withdraw your consent at any time, subject to legal, contractual or service-delivery requirements.
We will explain if withdrawing consent may affect our ability to provide particular services or supports.
Cookies and Website Information
Our website may use cookies and similar technologies to help it function effectively, understand how visitors use it, and improve your online experience.
You can manage or disable cookies through your browser settings. Disabling certain cookies may affect some website functionality.
Keeping Your Information Safe
Primax Care takes reasonable steps to protect personal and sensitive information from misuse, interference, loss, unauthorised access, modification or disclosure.
We use appropriate administrative, physical and technological safeguards to protect information held electronically and in physical records.
If a data breach occurs, we will respond in accordance with applicable Australian privacy and data breach notification requirements.
Accessing or Correcting Your Information
You may request access to the personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.
We will respond to requests within a reasonable timeframe and in accordance with applicable privacy laws.
In some circumstances, we may be legally required to retain certain records and may not be able to delete information immediately upon request.
How Long We Keep Your Information
We retain personal information only for as long as reasonably necessary to provide our services and meet our legal, regulatory, contractual and NDIS record-keeping obligations.
When information is no longer required, we take reasonable steps to securely destroy or de-identify it, unless we are required by law to retain it.
Marketing Communications
We may contact you about Primax Care services where you have consented to receive such communications or where otherwise permitted by law.
You can opt out of marketing communications at any time by using the unsubscribe option provided or by contacting us.
Privacy Complaints
If you have a concern or complaint about how Primax Care has handled your personal information, please contact us. We take privacy concerns seriously and will aim to respond promptly, respectfully and fairly.
If you are not satisfied with our response, you may have the right to raise your concern with the Office of the Australian Information Commissioner (OAIC) or another relevant regulatory body.
Making a privacy complaint will not affect your right to receive safe and respectful services from Primax Care.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, legal requirements or privacy practices.
The latest version will be published on our website with the date it was last updated.
Contact Us
If you have questions about this Privacy Policy, would like to access or correct your information, withdraw consent, or make a privacy complaint, please contact Primax Care Disability Services through the contact details provided on our website.
At Primax Care, protecting your privacy is part of respecting your choice, dignity and independence.
