Draft for review. This policy is not yet approved. It is not legal advice.
Last updated: [CONFIRM: approval date]
About this policy
This policy explains how Azura Care Pty Ltd handles your personal information. Personal information is anything that can identify you, like your name, phone number or details about your support.
Because we provide disability support, the Privacy Act covers us. We follow the Australian Privacy Principles. We also follow the NDIS Code of Conduct, which says we must respect your privacy.
This policy is free. You can ask for a copy by phone, by email or in print. We can also go through it with you.
What information we collect
We collect only what we need to support you. This can include:
- your name, address, phone number and email
- your date of birth
- your NDIS number and plan details
- how your plan is managed, and your plan manager's details
- the supports you want, and your goals
- health and disability information we need to support you safely
- contact details for your family, carers, guardian or other representatives
- notes about the supports we provide
- feedback and complaints
Health and disability information is sensitive. We only collect it with your consent, or when the law allows.
[CONFIRM: information collected]
How we collect your information
We collect information:
- from you, when you talk to us, fill in a form or sign a service agreement
- from people you have agreed can share it, like family, a support coordinator or a plan manager
- from our website forms
You can stay anonymous, or use another name, when you ask us a general question. To provide supports, we need to know who you are.
Our website
When you send a form on this website, it goes to us by email. The website does not keep a copy of what you write. Our website host keeps short technical records, such as whether a form was sent. These do not include what you wrote. [CONFIRM: host log retention]
We use a spam check from Cloudflare on our forms. It checks that a person, not a computer program, is sending the form. [CONFIRM: cookies and analytics]
Why we collect and use your information
We use your information to:
- answer your questions and referrals
- plan and provide your supports safely
- write and manage your service agreement
- claim payment from your plan, your plan manager or you
- keep in touch with people you have agreed we can talk to
- handle feedback, complaints and incidents
- meet the law and NDIS rules
We do not sell your information. We do not use it for advertising.
Who we share your information with
We only share your information when you agree, or when the law requires it. We may share it with:
- the NDIA, to claim payment for your supports
- your plan manager, if you have one
- your support coordinator or other providers, if you agree
- the NDIS Quality and Safeguards Commission, for example to report a serious incident or during an audit
- police, emergency services or others, if there is a serious risk to someone's safety, or if the law requires it
Information that goes overseas
Some services we use to run our business may store or process information outside Australia.
- Our website and its forms run on Cloudflare, a company based in the United States. Form details may pass through Cloudflare servers outside Australia on the way to us.
- [CONFIRM: email provider]
- [CONFIRM: other software]
How we keep your information safe
We keep your information safe from loss, misuse and people who should not see it. We do this by:
- only letting staff who need it see it
- using passwords and secure systems
- keeping paper records locked away
- training our staff on privacy
We keep records for as long as the law and NDIS rules require. Then we destroy them safely. [CONFIRM: record keeping]
If there is a data breach that could cause you serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC), as the law requires.
How to see or correct your information
You can ask to see the information we hold about you. You can ask us to correct it if it is wrong, out of date or incomplete.
To ask, call us on [CONFIRM: phone number] or email [CONFIRM: email address]. We will reply within 30 days. There is no cost to ask. If we cannot give you access or make a change, we will tell you why in writing.
[CONFIRM: reply time for requests]
How to make a privacy complaint
If you think we have not handled your information properly, tell us. Call [CONFIRM: phone number], email [CONFIRM: email address] or write to [CONFIRM: postal address].
Our privacy contact is [CONFIRM: privacy contact].
We will tell you we have your complaint [CONFIRM: acknowledgement time]. We will look into it and tell you what we found within 30 days.
If you are not happy with our answer, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au. [CONFIRM: OAIC contact details]
You can also complain to the NDIS Commission on 1800 035 544.
Changes to this policy
We may update this policy. The date at the top shows when it last changed.