Last updated: Aug 9, 2026

Andi's Disability Support ("we", "us", "our") is committed to protecting your privacy and handling your personal information openly, respectfully and in accordance with Australian law. We understand that many of the people who come to us share sensitive information about themselves, their children or the people they care for, and we take that trust seriously.

This Privacy Policy explains how we collect, hold, use, disclose and protect your personal information — including sensitive health information — when you interact with us, whether in person, over the phone, through www.andisupport.com.au, or through our services.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and, where applicable, the Health Records Act 2001 (Vic) and other relevant state, territory and Commonwealth laws.

By using our website, contacting us, making an enquiry or engaging our services, you acknowledge that you have read and understood this Privacy Policy.

1. Who this policy applies to

This policy applies to:

- Clients and prospective clients of our services

- Parents, guardians, family members, carers and nominees

- Referrers (such as GPs, paediatricians, support coordinators, schools and aged care assessors)

- Visitors to www.andisupport.com.au

- People who contact us, complete a form, or make an enquiry or booking

- Job applicants and prospective team members

If you are providing personal information about another person (for example, your child or a family member you care for), you confirm that you are authorised to do so and that you have made them aware of this Privacy Policy where appropriate.

2. What personal information we collect

The information we collect depends on how you interact with us and the services you seek. It may include:

General personal information

- Name, date of birth and gender

- Contact details (address, email address, phone number)

- Details of parents, guardians, carers, nominees or emergency contacts

- Referrer details and referral information

- Communication preferences and records of your correspondence with us

Sensitive and health information

Because we are a health and support provider, we often need to collect sensitive information, which is given a higher level of protection under the Privacy Act. This may include:

- Health, medical, developmental and diagnostic information

- Assessment results, clinical notes, therapy records and reports

- Disability, mental health and wellbeing information

- Information about your goals, support needs and circumstances

- Cultural background, language and communication needs (where relevant to providing safe, appropriate care)

Funding and identification information

- National Disability Insurance Scheme (NDIS) participant number and plan details

- Medicare number and details (where applicable)

- My Aged Care / Home Care Package details (where applicable)

- Private health insurance details (where applicable)

- Billing, payment and invoicing information

Website and technical information

- Information you submit through forms on www.andisupport.com.au

- Technical data such as IP address, browser type, device information and pages visited

- Cookies and analytics data (see Section 10)

We only collect sensitive information where it is reasonably necessary for our services and, in most cases, with your consent, or where the collection is otherwise required or authorised by law.

3. How we collect your information

We collect personal information in a range of ways, including when you:

- Contact us by phone, email or through a form on www.andisupport.com.au

- Make an enquiry, referral or booking

- Attend appointments, assessments, therapy or support sessions

- Complete intake, consent or service agreement documentation

- Communicate with our team during the course of your care

Collection from third parties.

Where it is reasonable and practicable, we collect personal information directly from you.

However, there are times when we may collect information about you from others, including:

- Referrers such as GPs, paediatricians, specialists, support coordinators, schools and aged care assessors

- Parents, guardians, carers or nominees acting on your behalf

- Other health or support professionals involved in your care (with your consent)

- Government agencies such as the National Disability Insurance Agency (NDIA), Services Australia or My Aged Care (where relevant)

If we receive information about you that we did not request, we will deal with it in accordance with the Australian Privacy Principles.

4. Why we collect, hold, use and disclose your information

We collect and use your personal information for purposes connected with providing safe, coordinated and personalised care, including to:

- Assess your needs and determine whether our services are appropriate for you

- Provide assessment, therapy, counselling, disability support and home care services

- Develop, deliver and review your support or care plan

- Communicate with you about appointments, services and progress

- Coordinate care across our multidisciplinary team and, with your consent, with other providers

- Prepare reports, assessments and recommendations

- Manage referrals, funding, billing and payments

- Respond to your enquiries, feedback and complaints

- Meet our legal, professional, funding, safety and record-keeping obligations

- Improve our services and, where you have consented, send you relevant information (see Section 8)

We only use and disclose your personal information for the purpose for which it was collected, for a directly related purpose you would reasonably expect, where you have consented, or where the use or disclosure is otherwise permitted or required by law.

5. Who we may disclose your information to

We treat your information as confidential and do not sell it. We may disclose your personal information to:

- Members of our multidisciplinary team involved in your care

- Other health, allied health or support professionals involved in your care, with your consent

- Referrers and, where appropriate, the people supporting you (such as family, carers, guardians or nominees)

- Funding bodies and administrators, including the NDIA, plan managers, support coordinators, Services Australia (Medicare), My Aged Care and Home Care Package providers, where relevant to your funding and services

- Our third-party service providers who help us operate (such as IT, software, secure records, communications and payment providers) under confidentiality obligations

- Government agencies, regulators, professional bodies, insurers or legal advisers where required or authorised

- Emergency services or others where we reasonably believe it is necessary to prevent or lessen a serious threat to a person's life, health or safety

Mandatory reporting and safety.

As a health and support provider, we may be legally required to disclose certain information — for example, in relation to child safety and mandatory reporting obligations, or where required by a court, tribunal, law or regulator. We will always aim to disclose the minimum necessary and, where appropriate and lawful, keep you informed.

6. Overseas disclosure

We primarily store and handle your personal information in Australia. Some of our third-party technology providers (for example, cloud hosting, website, communications or software services) may store or process data on servers located overseas or operated by companies with overseas operations.

Where this occurs, we take reasonable steps to ensure those providers handle your information consistently with the Australian Privacy Principles and appropriate contractual and security protections. If you would like more information about where your information may be handled, please contact us using the details in Section 12.

7. How we store and protect your information

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include:

- Secure electronic record-keeping systems with access controls and authentication

- Restricting access to personal information to team members who need it to do their work

- Confidentiality obligations for our team and third-party providers

- Physical security measures for any paper-based records

- Staff training on privacy, confidentiality and information handling

While we take security seriously, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.

Retention.

We retain personal and health information for as long as required to provide our services and to meet our legal, professional and record-keeping obligations. Health records are generally retained for the minimum periods required by law (for example, records for adults are typically kept for at least 7 years from the date of last service, and records for children are typically kept until the person reaches 25 years of age, or longer where required). When information is no longer required, we take reasonable steps to destroy or de-identify it securely.

Data breaches.

If we experience a data breach that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act, which may include notifying affected individuals and the Office of the Australian Information Commissioner (OAIC).

8. Direct marketing and communications

From time to time, and only where appropriate, we may send you information about our services, resources, updates or events that we believe may be relevant to you.

- We will only send you marketing communications where you have consented or where it is otherwise permitted by law.

- We do not use sensitive health information for marketing without your consent.

- Every marketing communication will include a simple way to opt out or unsubscribe.

You can opt out at any time by using the unsubscribe option in our communications, or by contacting us on 0433 610 962 or through www.andisupport.com.au. Opting out of marketing does not affect communications necessary to provide your services (such as appointment reminders).

9. Accessing and correcting your information

You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, please contact us using the details in Section 12. We may need to verify your identity before providing access.

- We will respond to your request within a reasonable period.

- In most cases, access is provided free of charge, though a reasonable fee may apply for certain requests (for example, retrieval or copying costs), which we will explain to you in advance.

- In limited circumstances permitted by law, we may decline a request for access or correction. If we do, we will explain our reasons in writing and let you know how you can respond.

10. Cookies, analytics and our website

When you visit www.andisupport.com.au, we may collect certain technical information automatically through cookies and similar technologies. This helps us understand how the website is used and improve your experience.

- Cookies are small files stored on your device. You can control or disable cookies through your browser settings, though some parts of the website may not function properly if you do.

- We may use analytics tools (such as website analytics services) to collect aggregated, generally non-identifying information about website usage.

- Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites, and we encourage you to review their privacy policies.

11. Children's and young people's privacy

We work with children and young people, and we handle their information with particular care and in line with our commitment to child safety.

- Where a child is unable to provide their own consent, we generally collect and manage information through a parent, guardian or authorised nominee.

- As children and young people mature, we consider their capacity to be involved in decisions about their own information, consistent with their best interests and the law.

- We do not knowingly collect personal information directly from children through www.andisupport.com.au without appropriate parental or guardian involvement.

12. Contact us and making a privacy complaint

If you have any questions about this Privacy Policy, wish to access or correct your information, or would like to make a complaint about how we have handled your personal information, please contact us:

Andi's Disability Support

Address: 82 Alfrieda Street

Phone: 0433 610 962

Website: www.andisupport.com.au

Email: [email protected]

How we handle complaints.

We take privacy complaints seriously. When you contact us, we will:

1. Acknowledge your complaint

2. Investigate the matter and, where possible, resolve it directly with you within a reasonable period

3. Explain the outcome and any steps we have taken

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

- Website: oaic.gov.au

- Phone: 1300 363 992

For complaints involving health information in Victoria, you may also contact the Health Complaints Commissioner (Victoria) at hcc.vic.gov.au.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, or legal obligations. The current version will always be available on www.andisupport.com.au, with the "Last updated" date shown at the top of this page. We encourage you to review it periodically.