Alana Care Support Services is committed to protecting the privacy and confidentiality of the personal information we collect. As an NDIS-registered provider, we are bound by the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Practice Standards.

This Privacy Policy outlines how we collect, use, disclose, and safeguard your personal and sensitive information.

1. What Information We Collect

We may collect personal and sensitive information, including:

• Full name, date of birth, gender, and contact details

• Residential address and emergency contact details

• NDIS number, plan details, and funding information

• Health and medical information relevant to care and support

• Information about family members, guardians, or advocates

• Details from referrals or assessments related to your support needs

• Records of services provided, correspondence, and feedback

We collect this information only when it is necessary to provide appropriate care, support, and services to our clients.

2. How We Collect Information

Information is collected through various means, including:

• Directly from participants, guardians, or carers

• Through referrals submitted via our website or by third parties

• From healthcare providers, support coordinators, or NDIS representatives

• When you contact us via phone, email, forms, or our website

• During service delivery, meetings, or assessments

We will always seek your consent before collecting sensitive information unless required or permitted by law.

3. Why We Collect Information

We collect and use personal information for purposes such as:

• Delivering person-centred disability support services

• Developing individualised service and support plans

• Meeting our legal and contractual obligations under the NDIS

• Communicating with you, your family, or your representatives

• Coordinating with other service providers or health professionals

• Monitoring service quality, safety, and compliance

• Responding to enquiries, complaints, or incidents

4. Disclosure of Information

We may disclose your information to:

• NDIS and related government agencies

• Support coordinators, plan managers, or advocates (with your consent)

• Medical and allied health professionals involved in your care

• External service providers or contractors (who are bound by privacy obligations)

• Legal or regulatory authorities when required by law

We will never sell, rent, or share your information for marketing purposes.

5. Data Storage and Security

We store your personal information securely in electronic and/or physical formats. We use safeguards such as:

• Secure databases with role-based access

• Confidentiality agreements with staff and contractors

• Regular staff training in privacy and data protection

• Secure disposal or de-identification of records when no longer required

6. Access and Correction

You have the right to:

• Request access to the personal information we hold about you

• Request corrections if you believe your information is inaccurate, outdated, or incomplete

Please contact us in writing to make a request. We will respond within a reasonable timeframe.

7. Website and Online Data

When you visit our website, we may collect limited information such as:

• IP address, browser type, and pages visited (via cookies)

• Information submitted through forms or referrals

We do not use cookies for profiling or marketing. Our website may contain links to third-party sites—we are not responsible for their privacy practices.

8. Making a Privacy Complaint

If you believe we have breached your privacy, please contact us. We take all complaints seriously and will investigate and respond as soon as possible.

If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992

9. Contact Us

For privacy-related enquiries or requests, please contact:

Alana Care Support Services
📍 45A Elgin Street, Maitland, NSW 2320
📞 Phone: (02) 4934 5363
📧 Email: admin@alanacaresupportservices.com.au

10. Changes to This Policy

We may update this Privacy Policy from time to time. The most current version will always be available on our website.