Privacy Policy

Our commitment to your privacy

Specialised Living respects your privacy and recognises that privacy is an important part of dignity, choice and control. This Privacy Policy explains how we collect, hold, use, disclose and protect personal information, including sensitive and health information.

We handle personal information in accordance with applicable Australian privacy and disability-sector laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles and relevant NDIS requirements. Where Victorian health privacy legislation applies to information we hold, we will also comply with those requirements.

Who this policy applies to

This policy applies to participants and prospective participants, their families, carers, nominees and advocates, employees and applicants, contractors, service providers, website visitors and other people who interact with Specialised Living.

Information we may collect

The information we collect depends on our relationship with you and what is reasonably necessary for our functions and services. It may include:

• identity and contact details, such as your name, date of birth, address, telephone number and email address
• NDIS participant and plan information, funding arrangements, service bookings and support goals
• health, disability, medication, behaviour support, communication, mobility, cultural and safety information needed to provide supports
• information about your routines, preferences, relationships, representatives and support network
• billing, payment, service agreement and transaction information
• records of services, communications, feedback, complaints, incidents and safeguarding matters
• employment, qualification, screening and training information for workers and applicants
• website and technical information, such as enquiry form details, IP address, browser information, cookies and analytics data.

How we collect information

Where practical, we collect information directly from you or from a person authorised to act for you. We may also receive information from your nominee, family, advocate, support coordinator, plan manager, health professional, another provider, the NDIA, the NDIS Commission or another person or organisation involved in your supports. We only seek sensitive information where it is reasonably necessary and permitted by law, including where consent is required.

When you use our website, information may be collected through contact forms, cookies, analytics tools and server logs. This helps us respond to enquiries, keep the website secure and understand how the website is used.

Why we collect and use information

• responding to enquiries and assessing whether we can provide requested supports
• planning, delivering, monitoring and improving services
• communicating with you and people authorised to support or represent you
• managing service agreements, bookings, invoicing and payments
• supporting health, safety, quality, safeguarding and incident management
• receiving, investigating and resolving feedback and complaints
• meeting legal, regulatory, insurance, audit and reporting obligations
• recruiting, screening, training and managing workers
• maintaining, securing and improving our website and business systems.

When we may share information

We may share personal information with your consent, where it is necessary to provide or coordinate your supports, where required or authorised by law, or where needed to prevent or respond to a serious threat to health or safety. Recipients may include your authorised representatives, support coordinator, plan manager, health professionals, other service providers, government and regulatory bodies, professional advisers, insurers and technology or business service providers working for us.

We do not sell personal information. We take reasonable steps to ensure service providers handle information securely and only for authorised purposes. Some technology providers may store or process information outside Australia. Where this occurs, we will take reasonable steps to ensure information is handled consistently with applicable Australian privacy requirements.

Storage, security and retention

We may hold information electronically and in paper records. We use reasonable administrative, physical and technical safeguards to protect information from misuse, interference, loss and unauthorised access, modification or disclosure. Access is limited to people who need the information for their work.

We retain information for as long as reasonably necessary for service delivery, legal, regulatory, insurance and business requirements. When information is no longer required, we take reasonable steps to securely destroy or de-identify it, unless the law requires it to be retained.

Accessing or correcting your information

You may ask to access personal information we hold about you or request that inaccurate, out-of-date, incomplete, irrelevant or misleading information be corrected. We may need to verify your identity. In limited circumstances permitted by law, we may refuse access or correction; if we do, we will explain the reason and available complaint options.

Privacy concerns and complaints

If you have a privacy question or believe we have not handled your information appropriately, please contact Specialised Living using the details below. We will acknowledge your concern, investigate it fairly and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or, where the matter relates to NDIS supports or services, the NDIS Quality and Safeguards Commission at ndiscommission.gov.au.

Updates to this policy

We may update this policy when our practices, services or legal obligations change. The current version will be published on this website with its effective date.

Effective date: 19 August 2026

Contact Specialised Living

Phone: 0423 226 340

Email: azieu.a@specialisedliving.com.au

Website: specialisedliving.com.au