Able Aide logo

Privacy Policy

Able Aide Pty Ltd (“Able Aide”, “we”, “us”, “our”) is committed to protecting your privacy and handling your personal information responsibly. This policy explains how we collect, use, disclose, and safeguard personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Last updated: June 2025

1. Who we are

Able Aide Pty Ltd is a registered NDIS provider delivering plan management, support coordination, psychosocial recovery coaching, and disability supports across Melbourne, Victoria. As an NDIS registered provider, we are also subject to the National Disability Insurance Scheme Act 2013 (Cth) (“NDIS Act”) and the NDIS Practice Standards, which impose obligations on how we handle participant information.

2. What personal information we collect

We collect personal information that is reasonably necessary to provide our services. This may include:

General personal information

  • Full name, date of birth, and contact details (address, phone, email)
  • Next of kin and emergency contact details
  • Communication preferences

Sensitive information Under the APPs, sensitive information requires a higher standard of protection. We collect the following sensitive information where necessary for service delivery:

  • Health and medical information (diagnoses, treatment history, medications)
  • Disability-related information, including the nature and impact of your disability
  • NDIS plan details, funding categories, and support needs
  • Psychosocial and mental health information (where relevant to recovery coaching)
  • Financial information necessary for plan management (provider invoices, payment records)

We only collect sensitive information with your consent, or where otherwise permitted by law.

3. How we collect personal information

We collect personal information:

  • Directly from you or your authorised representative when you contact us, complete a referral form, or commence services
  • From referrers (support coordinators, hospitals, allied health professionals, and family members) who refer you to our services
  • From the NDIA (National Disability Insurance Agency) in the course of providing registered services
  • From other service providers involved in your care, with your consent
  • Through our website (see Section 9 — Website data)

4. Why we collect personal information

We collect, hold, use, and disclose personal information for the following primary purposes:

  • Delivering NDIS services, including plan management, support coordination, and direct supports
  • Communicating with you and your authorised representatives about your services
  • Processing provider payments and managing NDIS plan budgets (plan management)
  • Meeting our obligations as an NDIS registered provider under the NDIS Act and Practice Standards
  • Complying with legal and regulatory obligations (including reporting to the NDIA and NDIS Commission)
  • Quality assurance, safeguarding, and continuous improvement of our services
  • Administrative purposes, including record-keeping and invoicing

We will not use your personal information for purposes other than those described in this policy without your consent, unless required or permitted by law.

5. Disclosure of personal information

We may disclose your personal information to:

  • The NDIA and NDIS Commission — as required to deliver registered services, respond to compliance requests, or meet mandatory reporting obligations
  • Other service providers — allied health professionals, support workers, accommodation providers, and other parties involved in your care, with your knowledge and consent where practicable
  • Plan management system providers — third-party software platforms used to process invoices and track NDIS budgets (subject to data processing agreements)
  • Legal and regulatory bodies — where required by law, a court order, or to protect the safety of any person
  • Our employees and contractors — who need access to your information to deliver your services, subject to confidentiality obligations

We do not sell, rent, or trade personal information to third parties for marketing purposes.

Overseas disclosure: Some of our technology platforms may store data on overseas servers (including in the United States or European Union). Where this occurs, we take reasonable steps to ensure those providers maintain appropriate security standards consistent with the APPs.

6. Storage and security

We take reasonable steps to protect personal information from misuse, interference, and loss, and from unauthorised access, modification, or disclosure. Our measures include:

  • Secure, access-controlled electronic record systems
  • Staff training on privacy obligations and information handling
  • Confidentiality agreements with employees and contractors
  • Secure disposal of information no longer required

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, or as required by law (including NDIS record-keeping requirements, which typically require records to be retained for seven years).

7. Access and correction

You have the right to request access to the personal information we hold about you, and to request that we correct information that is inaccurate, incomplete, or out of date.

To make an access or correction request, contact our Privacy Officer using the details in Section 10. We will respond within 30 days. In some circumstances, we may be unable to provide access (for example, where doing so would pose an unreasonable impact on the privacy of other individuals) — if so, we will explain why.

We do not charge a fee for access requests, though we may charge a reasonable fee for the costs of providing access if the request is complex or requires significant effort.

8. Complaints

If you believe we have interfered with your privacy, you have the right to make a complaint. We ask that you first contact our Privacy Officer (see Section 10) so we can attempt to resolve the matter directly.

We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC):

As an NDIS provider, privacy complaints may also be directed to the NDIS Quality and Safeguards Commission where relevant to service delivery:

9. Website data

Our website (ableaide.com.au) may use cookies and similar tracking technologies for functionality and analytics purposes. Analytics data is aggregated and does not identify you personally. You can disable cookies in your browser settings, though some site functionality may be affected.

We do not use session recording tools or targeted advertising on this website without your knowledge.

10. Contact our Privacy Officer

For privacy enquiries, access requests, correction requests, or complaints, contact:

Privacy Officer Able Aide Pty Ltd Email: enquiries@ableaide.com.au Phone: 0435 039 110

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The current version is always available on our website. Material changes will be communicated to active participants where practicable.

This policy is effective from June 2025.