Privacy Policy

CARING PILLARS
Care You Deserve
Registered NDIS Provider | Clyde North VIC

Effective Date: 1 July 2025
Last Updated: June 2026

Caring Pillars (ABN: [INSERT ABN]) is committed to protecting the privacy and confidentiality of all personal information we collect, use, and disclose in the course of providing disability support services under the National Disability Insurance Scheme (NDIS).

This Privacy Policy outlines how we manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the NDIS Act 2013, and the NDIS Practice Standards.

By engaging with our services, visiting our website, or submitting your information to us, you consent to the practices described in this policy.

1. About Us

Caring Pillars is a Registered NDIS Provider operating in Victoria, Australia, founded by experienced Registered Nurses. We provide person-centred disability support services including daily living support, community participation, transport assistance, supported independent living (SIL), nursing and complex care, and psychosocial and behavioural support.

Contact Details:

2. What Personal Information We Collect

We collect personal information that is necessary to provide our services and meet our legal obligations.

2.1 Participant Information

  • Full name, date of birth, gender, and contact details
  • NDIS participant number and plan details
  • Health and medical information, diagnoses, and disability-related information
  • Support goals, care needs, and service agreements
  • Emergency contact and next of kin details
  • Financial information for billing and NDIS claiming purposes
  • Incident reports, progress notes, and support records

2.2 Website Visitors

  • Name and email address submitted via contact or enquiry forms
  • General location information (state, postcode)
  • How you heard about us
  • Technical data such as IP address, browser type, and pages visited (collected via cookies)

2.3 Job Applicants and Staff

  • Employment history, qualifications, and references
  • Police checks, Working with Children Checks, and NDIS Worker Screening results
  • Tax file numbers and banking details (for payroll purposes only)

3. How We Collect Personal Information

We collect personal information in the following ways:

  • Directly from you — via intake forms, service agreements, phone calls, emails, or in-person conversations
  • From your authorised representatives — family members, carers, support coordinators, or legal guardians
  • From other service providers — with your consent, from allied health professionals, hospitals, or other NDIS providers
  • From the NDIS — through the NDIS portal, myplace, or plan information provided by the NDIA
  • Through our website — when you submit an enquiry form, subscribe to our newsletter, or browse our site

4. Why We Collect and Use Personal Information

We collect and use personal information to:

  • Deliver safe, high-quality, person-centred disability support services
  • Develop and manage your individualised support plan
  • Communicate with you, your family, and your support network
  • Process NDIS claims and manage billing and payments
  • Meet our obligations as a Registered NDIS Provider under the NDIS Practice Standards
  • Recruit and manage our support workers and staff
  • Respond to enquiries submitted through our website or by phone
  • Comply with legal, regulatory, and reporting obligations
  • Improve our services through feedback and quality reviews
  • Respond to incidents, complaints, or safeguarding concerns

5. Sensitive Information

Some of the information we collect is classified as sensitive information under the Privacy Act 1988 (Cth). This includes health and medical information, disability-related information, and criminal history records (e.g. NDIS Worker Screening Checks).

We only collect sensitive information with your consent, or where permitted or required by law. Sensitive information is handled with the highest level of care and is only used for the purpose for which it was collected.

6. Disclosure of Personal Information

We do not sell, rent, or trade your personal information. We may disclose your information to:

  • NDIS Quality and Safeguards Commission — for compliance, auditing, and reporting purposes
  • National Disability Insurance Agency (NDIA) — for plan management and claiming
  • Allied health professionals and treating practitioners — with your consent, to coordinate your care
  • Other NDIS providers — where you have requested referrals or coordinated supports
  • Emergency services — where there is a risk to your safety or the safety of others
  • Legal and regulatory authorities — where required by law or court order
  • Our staff and support workers — on a need-to-know basis to deliver your supports
  • Third-party service providers — such as IT and software providers, who are bound by confidentiality obligations

We will not disclose your information to any party not listed above without your consent, unless required or permitted by law.

7. Storage and Security of Personal Information

Caring Pillars takes reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure.

Your information is stored securely using:

  • Password-protected digital systems with access controls
  • Encrypted file storage and secure cloud-based platforms
  • Physical security measures for any paper-based records
  • Staff training on confidentiality and privacy obligations

We retain personal information for the period required by law and our obligations as an NDIS provider, after which it is securely destroyed or de-identified.

8. Your Rights

You have the right to:

  • Access the personal information we hold about you
  • Request corrections to inaccurate or outdated information
  • Withdraw consent for certain uses of your information (where applicable)
  • Make a complaint about how we have handled your personal information
  • Request that we de-identify or delete your information (subject to legal retention requirements)

To exercise any of these rights, please contact us using the details in Section 1. We will respond to your request within 30 days.

9. Cookies and Website Analytics

Our website may use cookies to improve your browsing experience and collect anonymous usage data. Cookies are small text files stored on your device that help us understand how visitors use our site.

You can disable cookies through your browser settings at any time. Disabling cookies may affect the functionality of certain parts of our website.

We do not use cookies to collect personally identifiable information without your consent.

10. Third-Party Links

Our website may contain links to third-party websites, including the NDIS website and YouTube videos. We are not responsible for the privacy practices of external websites. We encourage you to review the privacy policies of any third-party sites you visit.

11. Children and Young People

Where we provide services to children and young people under the age of 18, we collect and handle their personal information with additional care and in accordance with the NDIS Practice Standards, child safe frameworks, and applicable state legislation.

Personal information about minors is only collected with the consent of a parent, guardian, or authorised representative.

12. Complaints

If you believe we have breached your privacy or mishandled your personal information, you can:

We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. If you are not satisfied with our response, you may escalate your complaint to:

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or services. The most current version will always be available on our website at www.caringpillars.com.au.

We encourage you to review this policy periodically. Continued use of our services after any update constitutes your acceptance of the revised policy.

14. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way we handle your personal information, please contact us:

Caring Pillars | Care You Deserve | Registered NDIS Provider