Privacy Policy

1. Our Commitment to Your Privacy

Reflections Support Network Australia (RSNA) respects your right to privacy, dignity, and confidentiality. Whether you are a participant, family member, guardian, worker, or website visitor, we are committed to handling your personal information responsibly, ethically, and in full compliance with:

  • The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)
  • The National Disability Insurance Scheme Act 2013 (Cth)
  • The NDIS Quality and Safeguards Commission Rules & Practice Standards

2. Information We Collect

To provide safe, person-centred, and tailored support services, RSNA collects personal and sensitive information. This may include:

  • Contact & Identity Details: Full name, address, email, phone number, date of birth, emergency contacts, and family/guardian details.
  • NDIS Service Details: NDIS participant number, plan goals, plan management details (Plan-Managed or Self-Managed), and support schedules.
  • Health & Support Information: Disability details, health records, care plans, medication instructions, mealtime preferences, and risk assessments.
  • Administrative Data: Direct enquiry submissions, feedback/complaints data, transaction history, and shift progress notes.

3. How We Collect Your Information

We collect information through direct, transparent means, including:

  • Online enquiry forms, contact forms, or feedback submissions on our website.
  • Direct intake meetings, support planning sessions, and telephone or email conversations.
  • Nominated representatives, family members, or Support Coordinators (where valid consent is provided).

4. Why We Collect and Use Your Information

RSNA collects and uses your information strictly for legitimate operational purposes, such as:

  • Delivering individualized NDIS support services tailored to you and your household.
  • Ensuring your health, safety, and physical well-being during service delivery.
  • Communicating effectively with you, your family, or your support network.
  • Meeting legal, NDIS regulatory, quality auditing, and reporting requirements.

5. Disclosure & Sharing of Information

We do not sell, rent, or trade your personal information. We will only disclose your information to third parties if:

  • You have given clear consent (e.g., sharing care notes with your allied health team, Plan Manager, or Support Coordinator).
  • It is required for service operations (e.g., storing data securely in our participant management platform, ShiftCare).
  • It is required by law or NDIS regulations (e.g., during mandatory quality audits conducted by NDIS Quality Auditors, or reporting reportable incidents to the NDIS Quality and Safeguards Commission).
  • There is a serious and immediate threat to your life, health, or safety, or that of another person.

6. Data Security & Storage

We take reasonable technical and administrative steps to protect your personal information from loss, misuse, unauthorized access, modification, or disclosure.

  • Digital files and shift notes are stored securely using encrypted cloud systems (such as Google Workspace and ShiftCare) with restricted, role-based access.
  • Staff access is strictly limited to support staff who require the information to perform their duties safely.
  • When personal information is no longer needed, it is securely archived or destroyed in accordance with NDIS record-keeping guidelines.

7. Accessing and Correcting Your Information

You, or your authorized representative, have the right to request access to the personal information RSNA holds about you. You may also request corrections if you believe the information is inaccurate, out of date, or incomplete.

To request access or correction, please contact us in writing using the details below.

8. Privacy Complaints & Questions

If you have any questions about this Privacy Policy, or if you wish to make a complaint about how your personal information has been handled, please contact our Director directly:

We treat all privacy concerns seriously and will investigate and respond to your complaint within 48 hours.

If you are not satisfied with our response, you may escalate your privacy concern externally to:

  1. Office of the Australian Information Commissioner (OAIC): oaic.gov.au(opens in new tab) | 1300 363 992
  2. NDIS Quality and Safeguards Commission: ndiscommission.gov.au(opens in new tab) | 1800 035 544

9. Updates to This Policy

RSNA may update this Privacy Policy periodically to reflect operational changes, technology updates, or legislative updates under NDIS Practice Standards. The latest version will always be available on our website.

Last updated: August 2026