Privacy Policy – North Star Disability Services
Last Updated: April 10, 2025
1. Introduction
North Star Disability Services Pty Ltd (“North Star Disability”, “we”, “us”, or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.northstardisability.com.au or use our services as a registered National Disability Insurance Scheme (NDIS) provider.
This Privacy Policy has been developed in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Quality and Safeguards Commission requirements.
2. Information We Collect
2.1 Personal Information
We may collect personal information from you, including but not limited to:
- Name, address, email address, and phone number
- Date of birth and gender
- NDIS participant number and plan details
- Health and medical information relevant to your disability and support needs
- Information about your support requirements and goals
- Information about your family, carers, and other service providers
- Financial information, including bank details for billing purposes
- Photographs or videos (with your consent)
- Records of our interactions with you
- Feedback and survey responses
2.2 Collection Methods
We collect personal information through:
- Direct contact with you (in person, by phone, email, or via our website forms)
- Your NDIS plan and related documents (with your consent)
- Information provided by your authorised representatives, family members, or carers
- Referrals from other service providers or health professionals
- Feedback forms and surveys
- Service delivery documentation
2.3 Website Usage Information
When you visit our website, we may automatically collect certain information about your device, including:
- IP address
- Browser type and version
- Pages visited and time spent on those pages
- Referring website addresses
- Other usage statistics
We use cookies and similar tracking technologies to track activity on our website and store certain information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent.
3. How We Use Your Information
We collect and use your personal information for the following purposes:
3.1 Service Provision
- To provide you with NDIS supports and services
- To develop, review, and implement your support plans
- To communicate with you about your services and supports
- To coordinate your services with other providers (with your consent)
- To maintain accurate records of the services provided to you
3.2 Administrative Purposes
- To process payments and maintain financial records
- To comply with our legal and regulatory obligations, including NDIS requirements
- To respond to your inquiries and requests
- To assess and improve our services
- To conduct quality assurance and compliance activities
3.3 Communication
- To contact you regarding your services, appointments, or account
- To provide you with information about North Star Disability services, events, or changes to our policies
- To send newsletters or updates (where you have opted in to receive such communications)
4. Disclosure of Your Information
We may disclose your personal information to:
4.1 Third Parties with Your Consent
- Family members, carers, or advocates you have authorised
- Other service providers involved in your care
- Health professionals
- Support coordinators
4.2 As Required or Authorised by Law
- The National Disability Insurance Agency (NDIA) and NDIS Quality and Safeguards Commission
- Government agencies or authorities where required by law
- Emergency services in the event of an emergency
4.3 Service Providers
- IT service providers who assist with our business operations
- Professional advisers, including accountants, lawyers, and auditors
- Payment processors who process your payments
We take reasonable steps to ensure that these third parties are bound by confidentiality and privacy obligations with respect to your personal information.
4.4 Overseas Disclosure
We generally do not disclose personal information to overseas recipients. However, in the event that we need to transfer your information to an overseas recipient, we will take reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles.
5. Data Security
We implement appropriate technical, administrative, and physical safeguards to protect the personal information we hold from:
- Misuse, interference, and loss
- Unauthorised access, modification, or disclosure
Our security measures include:
- Secure storage of physical records
- Password protection and encryption for electronic records
- Regular staff training on privacy and data security
- Access controls limiting staff access to personal information
- Secure disposal of documents when no longer required
Despite our efforts, no method of transmission over the internet or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.
6. Data Retention
We retain your personal information for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. For NDIS service records, we adhere to the retention periods specified by relevant legislation and the NDIS Quality and Safeguards Commission.
When personal information is no longer needed, we take reasonable steps to destroy or de-identify it securely.
7. Your Privacy Rights
Under the Australian Privacy Principles, you have the right to:
7.1 Access and Correction
- Request access to the personal information we hold about you
- Request correction of any information that is inaccurate, incomplete, or out of date
We will respond to your request within a reasonable timeframe and provide access unless an exception applies. If we refuse access, we will provide reasons for the refusal.
7.2 Complaints
- Lodge a complaint if you believe your privacy has been breached
7.3 Anonymity and Pseudonymity
- Where practicable, interact with us anonymously or using a pseudonym
However, due to the nature of our services, it may not be practicable to provide NDIS services anonymously or pseudonymously.
8. Sensitive Information
As an NDIS provider, we may collect sensitive information about you, including health information, to provide appropriate supports and services. We will only collect sensitive information:
- With your consent
- When required by law
- When necessary to provide our services
Sensitive information will be used and disclosed only for the purpose for which it was collected or as allowed by law.
9. Direct Marketing
We may use your personal information to send you promotional information about our services that we believe may be of interest to you. You can opt out of receiving marketing communications at any time by:
- Using the unsubscribe feature in our emails
- Contacting us directly using the details provided below
10. Mandatory Notifications
Under the NDIS Quality and Safeguards Commission rules, we may be required to report certain incidents or issues that arise during service delivery. This may include reporting information about incidents that affect your safety, health, or wellbeing.
11. Changes to This Privacy Policy
We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the “Last Updated” date. You are advised to review this Privacy Policy periodically for any changes.
12. Contact Us
If you have any questions or concerns about this Privacy Policy, wish to access or correct your personal information, or want to make a complaint, please contact our Privacy Officer at:
North Star Disability Services Pty Ltd
Attention: Privacy Officer
Phone: 0 421 166 582
Address: 210/1510 Pascoe Vale Road, Coolaroo VIC 3048
13. External Complaints
If you are not satisfied with our response to your privacy concern, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Office of the Australian Information Commissioner
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au
Address: GPO Box 5218, Sydney NSW 2001
For complaints related specifically to NDIS services, you may also contact the NDIS Quality and Safeguards Commission:
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au
By using our website or services, you acknowledge that you have read and understand this Privacy Policy and agree to its terms.
