Privacy Policy

On Track Care (ABN: 89634930448) is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our NDIS disability support services.

We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Practice Standards in relation to the handling of personal information.

We may collect the following types of personal information:

• Personal Details: Name, date of birth, gender, contact information (phone, email, address)
• NDIS Information: NDIS participant number, plan details, funding information, support coordination details
• Health Information: Medical conditions, disability information, medication details, dietary requirements, allergies
• Support Needs: Goals, preferences, care requirements, behavioral information
• Emergency Contacts: Details of family members, carers, guardians, or nominated representatives
• Service Records: Attendance records, incident reports, progress notes, service agreements
• Financial Information: Banking details for payment processing (if applicable)

We use your personal information for the following purposes:

• Providing NDIS disability support services and community access programs
• Developing and implementing personalized support plans
• Communicating with you about services, appointments, and support
• Managing billing and payment processes with the NDIS
• Ensuring your health, safety, and wellbeing during service delivery
• Meeting our obligations under the NDIS Act 2013 and NDIS Practice Standards
• Complying with legal and regulatory requirements
• Improving our services and quality of care
• Managing incidents, complaints, and feedback

We may disclose your personal information to:

• NDIS Commission: For compliance, quality assurance, and reporting purposes
• NDIS Support Coordinators: To coordinate your services and support
• Healthcare Providers: With your consent, to ensure coordinated care
• Emergency Services: In emergency situations to protect your health and safety
• Support Workers: Our trained staff who provide direct support to you
• Legal Authorities: When required by law or to protect rights and safety
• Service Providers: Third parties who assist us in delivering services (e.g., IT providers)

We will not disclose your personal information to third parties without your consent unless required or permitted by law.

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorized access, modification, or disclosure. Our security measures include:

• Secure storage of physical records in locked filing cabinets
• Password-protected electronic systems and encrypted digital records
• Staff training on privacy and confidentiality obligations
• Access controls limiting who can view your information
• Regular review of security practices and procedures

We retain your information for as long as necessary to provide services and comply with legal obligations, typically for a minimum of 7 years as required under Australian law.

Under the Privacy Act 1988 and Australian Privacy Principles, you have the right to:

• Access: Request access to your personal information we hold
• Correction: Request correction of inaccurate or incomplete information
• Complaint: Lodge a complaint about how we handle your information
• Anonymity: Deal with us anonymously or using a pseudonym where practicable
• Consent Withdrawal: Withdraw consent for certain uses of your information

To exercise these rights, please contact us using the details below. We will respond to your request within 30 days.

If you have concerns about how we handle your personal information, please contact us first:

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

• Phone: 1300 363 992
• Website: www.oaic.gov.au

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with a revised effective date.

We encourage you to review this policy periodically to stay informed about how we protect your information.