Effective date: 01/07/2023
Last updated: 01/07/2025
- About this Privacy Policy
Disability Care Hub (“we”, “us”, “our”) is a registered NDIS provider operating in Melbourne, Victoria, Australia. We are committed to protecting the privacy and confidentiality of all personal information we collect and hold.
This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
NDIS Registration Number: 4-LERBPCA
ABN: 96 652 435 320
Address: Suite 319, 585 Little Collins Street, Melbourne VIC 3000
Phone: 1300 668 424
Email: support@disabilitycarehub.com.au
- What personal information we collect
We may collect the following types of personal information:
Contact information: name, address, phone number, email address
Identity information: date of birth, gender
NDIS plan information: plan type, plan dates, funding categories, support budget details
Health and disability information: disability type, medical history relevant to support needs, mental health information, medication details, and other sensitive health data
Support needs: goals, preferences, daily living requirements, and support worker preferences
Financial information: plan management details, payment information
Emergency contact details: names and contact information of nominated contacts
Communication records: notes from support sessions, incident reports, progress notes
- Sensitive information — NDIS participants
As an NDIS registered provider, we collect sensitive health and disability information about participants. Under the Privacy Act 1988 (APP 3), we only collect sensitive information where:
You have provided your express consent, or
Collection is required or authorised by law, or
Collection is necessary to provide the disability support services you have requested
We treat all health, disability, and mental health information with the highest level of confidentiality. Access to sensitive participant information is strictly limited to staff directly involved in delivering your support services.
- How we collect your information
We collect personal information in the following ways:
Directly from you: through our referral and intake forms (online or paper), in person, by phone, or by email
From your support coordinator, plan manager, or allied health professional: when they make a referral on your behalf (with your knowledge)
From other service providers: with your consent, where necessary to coordinate your supports
From public sources: where relevant and permitted by law
- Why we collect and use your information
We use your personal information to:
Assess your support needs and eligibility for our services
Deliver, manage, and improve the disability support services outlined in your NDIS plan
Communicate with you, your support coordinator, and plan manager
Meet our obligations as a registered NDIS provider under the NDIS Act 2013
Comply with the NDIS Quality and Safeguards Commission requirements
Manage incidents, complaints, and feedback
Process payments and manage service agreements
Meet our legal, regulatory, and reporting obligations
We will never use your personal information for marketing purposes without your explicit consent.
- Disclosure of your information
We may share your personal information with:
Support coordinators and plan managers: to coordinate and manage your NDIS supports
Allied health professionals: where necessary for your care
The NDIS Commission: as required by law or in response to a complaint or audit
Government agencies: where required by law (e.g. mandatory reporting obligations)
Our staff and contractors: limited to those directly involved in your support
We do not sell, rent, or trade your personal information to any third party. We do not share your information with anyone outside these categories without your consent, except where required by law.
- How we store and protect your information
Your personal information is stored securely in electronic and/or paper-based systems. We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Electronic records are protected by password access controls and are accessible only by authorised staff.
Paper records are stored in locked, secure filing systems.
We retain participant records for a minimum of 7 years from the last date of service, in accordance with Victorian and Commonwealth record-keeping requirements.
- Your rights — access and correction
You have the right to:
Request access to the personal information we hold about you
Request correction of any information that is inaccurate, out of date, or incomplete
Withdraw your consent to the collection or use of your personal information (noting this may affect our ability to provide services)
Make a complaint about how we have handled your personal information
To exercise any of these rights, contact us at:
Email: support@disabilitycarehub.com.au
Phone: 1300 668 424
We will respond to all requests within 30 days.
- Complaints
If you believe we have breached your privacy, you may:
Contact us directly: support@disabilitycarehub.com.au or 1300 668 424
Lodge a complaint with the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au or 1300 363 992
Lodge a complaint with the NDIS Quality and Safeguards Commission: 1800 035 544
- Website and cookies
Our website (disabilitycarehub.org) may collect non-personal information through cookies and analytics tools (such as Google Analytics) to help us understand how visitors use our site. This data is aggregated and does not identify individual users. You may disable cookies in your browser settings.
- Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available at disabilitycarehub.org/privacy-policy/. We encourage you to review it periodically.
- Contact us
For any privacy-related questions, requests, or concerns:
Disability Care Hub
Suite 319, 585 Little Collins Street
Melbourne VIC 3000
Phone: 1300 668 424
Email: support@disabilitycarehub.com.au / support@disabilitycarehub.com.au
Website: disabilitycarehub.org / disabilitycarehub.com.au