Privacy Policy

FollowCare Services Pty Ltd ("FollowCare", "we", "our", "us") is committed to protecting the privacy and confidentiality of personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant NDIS Practice Standards.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you engage with our services, website, or communications.

1. What is Personal Information?

Under the Privacy Act 1988 (Cth), personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable. Sensitive information may include health information, disability-related information, support needs, and care arrangements.

2. What Personal Information We Collect

The type of personal information we collect depends on how you interact with us and may include:

• Full name and date of birth
• Contact details (email address, phone number)
• Address (if required for service delivery)
• NDIS details (e.g. NDIS number, plan information, funding type)
• Health, disability or support-related information relevant to service delivery
• Emergency contact details
• Information provided via enquiries, forms, emails or service requests

3. How We Collect Personal Information

We collect personal information when you contact us directly (email, phone, website forms), request or receive services from FollowCare, interact with us through platforms such as Mable or Hireup, or engage with our website or social media.

We may also collect limited information through cookies and analytics tools to improve website functionality. These do not generally identify you personally.

4. Purpose of Collection

We collect personal information to:

• Deliver NDIS disability and community support services
• Coordinate and manage supports effectively
• Communicate with participants, families and authorised representatives
• Comply with legal, regulatory and NDIS obligations
• Improve service quality and participant outcomes
• Respond to enquiries, feedback or complaints

5. Use and Disclosure of Personal Information

FollowCare Services may use and disclose personal information for the primary purpose for which it was collected, or for purposes reasonably related to that primary purpose, in accordance with the Australian Privacy Principles.

This may include communication with relevant third parties such as Support Coordinators, Local Area Coordinators (LACs), Plan Managers, allied health professionals, and other authorised service providers.

We do not disclose sensitive personal information unless the participant has provided consent, the disclosure is required or authorised by law, or the disclosure is necessary to prevent a serious threat to health or safety.

6. Professional Communications and Referrals

From time to time, FollowCare Services may engage in professional communications with coordinators or service partners for service coordination, continuity of care, or professional feedback. These communications do not include clinical or sensitive personal information unless authorised, and are conducted in a professional, respectful manner.

If a participant does not wish FollowCare Services to communicate with their Support Coordinator or other third parties, this preference will be respected once notified.

7. Consent and Communication Preferences

Participants have the right to request limits on how their information is shared, withdraw consent for information sharing at any time, and specify preferred communication methods and boundaries. FollowCare Services will take reasonable steps to honour these preferences promptly once notified.

8. Data Security and Storage

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure. Information is stored securely using password-protected systems with restricted access. Only authorised personnel may access personal information required to perform their duties.

9. Access and Correction

In accordance with the Australian Privacy Principles, you may request access to the personal information we hold about you (APP 12), and you may request correction of inaccurate, incomplete or outdated information (APP 13). Requests can be made by contacting us using the details below.

10. Complaints and Privacy Concerns

If you believe your privacy has been breached or have concerns about how your personal information has been handled, please contact us directly. We will acknowledge your concern promptly, investigate the matter, and take corrective action where required.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

11. Overseas Disclosure

FollowCare Services does not disclose personal information to overseas recipients unless explicitly requested or required. If such disclosure occurs, overseas recipients may not be bound by Australian privacy laws.

12. 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.

13. Contact Us