Citywidecare (“we”, “our”, “us”) respects your right to privacy and is committed to safeguarding the privacy of our participants, families, staff, and visitors. This policy outlines how we collect, use, store, and protect personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Code of Conduct.

1. What Information We Collect

• Identity and contact details: name, date of birth, address, phone, email.
• NDIS information: plan details, goals, funding categories, support needs.
• Health and disability information (with your consent or as permitted by law).
• Emergency contacts and nominated representatives.
• Records of communications and interactions with you.

2. How We Collect Information

We may collect information:

• Directly from you (in person, forms, phone, email, website enquiries).
• From your family, carers or authorised representatives (with your knowledge/consent).
• From third parties (e.g., NDIS, health professionals, government agencies) where permitted by law or with consent.

3. Why We Collect Information

• To deliver and tailor supports under your NDIS plan.
• To communicate with you, your family, or your support network.
• To meet legal and regulatory obligations as an NDIS provider.
• To improve the quality, safety and effectiveness of our services.

4. Use and Disclosure of Information

We use your information only for the purposes for which it was collected, or as otherwise permitted by law. We will not share your information with third parties unless:

• You have provided consent.
• Required or authorised by law.
• Necessary to prevent or lessen a serious threat to health, safety, or wellbeing.
• Required by the NDIS Quality and Safeguards Commission.

5. Storage and Security

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, modification or disclosure. Measures include secure systems, password protection, access controls and staff training in privacy and confidentiality.

6. Access and Correction

You may request access to the personal information we hold about you and request corrections if it is inaccurate, out-of-date or incomplete. Please submit requests in writing to our Privacy Officer (see “Contact Us”). We may need to verify your identity before actioning requests.

7. Privacy Concerns and Complaints

1. Contact us at admin@citywidecare.com.au or 0485 505 599.
2. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au.
3. You may also contact the NDIS Quality and Safeguards Commission: www.ndiscommission.gov.au.

8. Website Forms and Communications

When you submit a form via our website, we collect the information you provide for the purpose of responding to your enquiry. We may use reputable third-party processors (e.g., secure form services or email gateways) to transmit or store enquiry data in accordance with this policy.

9. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, guidance or our practices. The updated version will be published on this page with a new “Last updated” date.

10. Contact Us

Citywidecare
Email: admin@citywidecare.com.au
Phone: 0485 505 599
Address: 27 Bennelong Parkway, Wentworth Point, NSW 2127
Website: citywidecare.com.au

Note: This policy is for general information and does not constitute legal advice.