Privacy Policy

Last updated: 27.07.2025

At [Fluid Solutions Disability Support Services], your privacy is important to us. We are committed to protecting the personal and sensitive information of all participants, families, carers, and staff in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Practice Standards.

1. What information do we collect?

We may collect the following types of personal and sensitive information:

Personal details: name, date of birth, address, phone number, email.
Health information: medical history, diagnoses, treatment plans, support needs.
NDIS details: participant number, plan goals, funding information.
Emergency contacts: next of kin, carers, or support coordinators.
Feedback and complaints you submit to us.

This information helps us provide safe, high-quality, and tailored services under the NDIS.

2. How do we collect your information?

We collect information directly from you, your family, carers, or support coordinators. This can be done through:

Phone calls, emails, or face-to-face meetings
Our website or online forms
NDIS portals or authorised third-party providers
With your consent, from other health professionals or government agencies

3. Why do we collect your information?

We collect your personal information to:

Deliver NDIS services that meet your needs
Manage bookings, support plans, and communication
Comply with our legal and funding obligations
Ensure your safety and wellbeing
Monitor service quality and improve our programs

4. How do we protect your information?

We take privacy and security seriously. Your information is stored securely using physical, electronic, and procedural safeguards. This includes:

Secure data storage and password protection
Staff training on confidentiality and privacy obligations
Access controls to prevent unauthorised use

5. When do we share your information?

We only share your information when necessary, and only:

With your consent
With NDIS or government agencies as required by law
With medical or emergency services when needed for your health or safety
With service providers we work with (who must follow strict confidentiality rules)

We do not sell or trade your personal information to anyone.

6. Accessing and correcting your information

You have the right to access the personal information we hold about you and to request corrections if it’s inaccurate, out of date, or incomplete.

To request access or a correction, please contact us using the details below.

7. Making a complaint

If you believe we have breached your privacy, you can:

Contact us directly – we take all concerns seriously and will investigate promptly.
Contact the Office of the Australian Information Commissioner (OAIC) if you're not satisfied with our response.
Website: https://www.oaic.gov.au