Privacy Policy

Effective Date: 20.01.26

Last Updated: 20.01.26

1. Introduction

Àjọṣé Care Services ("we", "us", "our") is committed to protecting the privacy and confidentiality of personal information entrusted to us. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and the NDIS Practice Standards.

We recognise that the personal information we handle is sensitive and private. Our approach to privacy reflects our core values of dignity, respect, compassion, and integrity.

2. What Personal Information We Collect

We may collect the following types of personal information:

Personal Details

Full name, date of birth, gender, and contact details
Emergency contact information
Proof of identity documents
Photographs and video recordings (with consent)

Health and Disability Information

NDIS plan details and participant number
Medical history, diagnoses, and health conditions
Medication information and treatment plans
Allied health reports and assessments
Functional capacity and support needs
Mental health information
Disability-related information

Support and Service Information

Service agreements and support plans
Progress notes and incident reports
Goals, preferences, and lifestyle choices
Cultural, religious, and linguistic background
Communication preferences and accessibility needs

Financial Information

NDIS funding information
Payment and billing details
Bank account information (for direct payments)

Other Information

Information about family members, carers, and support networks (with consent)
Feedback, complaints, and compliments
CCTV footage (where applicable)

3. How We Collect Personal Information

We collect personal information directly from you or your authorised representative through:

Initial intake and assessment processes
Service agreements and consent forms
Ongoing support delivery and documentation
Conversations, emails, and phone calls
Our website, online forms, and digital platforms

We may also collect information from:

NDIS planners and support coordinators
Healthcare providers and allied health professionals
Family members, carers, or guardians (with your consent)
Government agencies (where legally required)

We will only collect personal information by lawful and fair means, and with your knowledge and consent where required.

4. Why We Collect and Use Your Personal Information

We collect and use your personal information to:

Provide high-quality, person-centred disability support services
Assess your support needs and develop individualised support plans
Deliver services in accordance with your NDIS plan
Communicate with you, your family, and your support network
Ensure your health, safety, and wellbeing
Manage incidents, complaints, and feedback
Meet our legal and regulatory obligations, including NDIS reporting requirements
Process payments and manage billing
Improve our services and conduct quality assurance activities
Recruit, train, and manage our staff and volunteers

5. How We Disclose Your Personal Information

We may disclose your personal information to:

NDIS and Government Agencies: To comply with NDIS reporting requirements and legal obligations
Healthcare Providers: With your consent, to coordinate your care and support
Support Coordinators and Plan Managers: To facilitate service delivery
Family Members and Carers: With your consent, to involve them in your care
Service Providers: Such as IT support, legal advisors, and auditors (under strict confidentiality agreements)
Emergency Services: In situations where your health or safety is at risk

We will not disclose your personal information to third parties for marketing purposes without your explicit consent.

6. Data Security

We take the security of your personal information seriously and implement appropriate physical, technical, and administrative safeguards, including:

Secure storage of physical records in locked cabinets
Password-protected electronic systems with restricted access
Staff training on privacy and confidentiality obligations
Confidentiality agreements with all staff and contractors
Regular security audits and risk assessments
Secure disposal of records when no longer required

Despite our efforts, no data transmission or storage system can be guaranteed to be 100% secure. If you have concerns about the security of your information, please contact us immediately.

7. Access and Correction

You have the right to:

Access your personal information held by us
Request corrections to inaccurate, incomplete, or out-of-date information
Request deletion of your information (subject to legal and regulatory requirements)

To request access or correction, please contact our Privacy Officer using the details below. We will respond to your request within 30 days. In some circumstances, we may need to refuse access or correction (for example, where it would pose a serious threat to someone's health or safety). If we refuse your request, we will provide you with written reasons.

8. How Long We Keep Your Information

We retain your personal information for as long as necessary to provide services to you and to comply with legal and regulatory requirements. Under NDIS Practice Standards, we are required to retain records for at least seven years after the last service provision.

When personal information is no longer required, we will securely destroy or de-identify it in accordance with our Records Management Policy.

9. Your Rights and Choices

You have the right to:

Withdraw consent for the collection, use, or disclosure of your personal information (subject to legal obligations)
Request that we stop contacting you for certain purposes
Lodge a complaint if you believe your privacy has been breached

Please note that if you withdraw consent or restrict how we use your information, we may not be able to provide certain services to you.

10. Cookies and Website Analytics

Our website may use cookies and similar technologies to improve user experience and analyse website traffic. Cookies are small text files stored on your device. You can manage cookie preferences through your browser settings.

We may use analytics tools (such as Google Analytics) to collect information about how visitors use our website. This information is aggregated and does not identify individual users.

11. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with a revised "Last Updated" date. We encourage you to review this policy periodically.

13. Complaints and Contact Information

If you have any questions, concerns, or complaints about how we handle your personal information, please contact admin:
Àjọṣé Care Services
Email: admin@ajosecareservices.com.au

We will acknowledge your complaint within 7 days and aim to resolve it within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

14. Consent

By using our services or providing your personal information to us, you consent to the collection, use, and disclosure of your information in accordance with this Privacy Policy.

For participants who may require support to understand this policy, we are committed to providing information in accessible formats and involving support persons or advocates as appropriate.

Àjọṣé Care Services
Banded in Unity | Rooted in Excellence