Privacy Policy
We look after some of the most personal information a person can share — about their health, their disability, and their life at home. This policy explains what we collect, why, and how we keep it safe.
Last updated: 2 July 2026
The CARE Group & Co. (“we”, “us”, “our”) is a registered NDIS provider delivering supported independent living and community supports in Coffs Harbour and in Western Sydney, New South Wales. We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and our obligations under the NDIS Quality and Safeguards framework.
This policy applies to the people we support (participants), their families, guardians and carers, our referral partners, job applicants, and visitors to this website.
The information we collect
The information we hold depends on your relationship with us. It may include:
Contact and identity details — name, date of birth, address, phone number, email, and emergency contacts.
Health and disability information — NDIS participant number and plan details, diagnoses, support needs, behaviour support plans, medications, and allied health reports. This is “sensitive information” under the Privacy Act and is given a higher level of protection.
Support and service records — assessments, progress notes, incident records, rosters, and communications about the supports we provide.
Family, guardian and carer details — the contact and relationship information of the people involved in a participant’s life and decisions.
Referral partner details — the name, role and contact details of support coordinators, plan managers, allied health professionals and hospital staff we work alongside.
Job applicant information — the details you provide when you apply to work with us.
Website information — enquiries you submit through our contact form, and limited technical and analytics data collected automatically when you visit this site.
How we collect it
Wherever possible, we collect information directly from you. We may also collect it — with appropriate authority or consent — from your family, guardian or nominee, your support coordinator or plan manager, the NDIA, allied health professionals, hospitals, and other people involved in your care. When you use this website, some information is collected automatically through your enquiry and through website analytics.
Why we collect and use it
We use your information to:
deliver, coordinate and improve the supports you receive;
build and staff a safe, consistent home and community service around each person;
communicate with you, your family, and the professionals involved in your care;
meet our obligations to the NDIA and the NDIS Quality and Safeguards Commission, and comply with the law;
respond to website enquiries and follow up with people who contact us;
assess and manage job applications; and
handle feedback, complaints, incidents and quality and safety matters.
Consent and sensitive information
We only collect sensitive information — including health and disability information — where you (or a person authorised to act for you) have consented, or where the law otherwise permits or requires it. We collect only what we reasonably need to provide safe and effective supports, and we will always explain why we are asking for it.
Who we share it with
We do not sell your information, and we never share it for marketing by other organisations. We may disclose your information, on a need-to-know basis, to:
allied health professionals, behaviour support practitioners, support coordinators and plan managers involved in your supports;
your family, guardian or nominee, where appropriate and authorised;
the NDIA and the NDIS Quality and Safeguards Commission, where required;
our staff and trusted contractors who need it to deliver your supports, all bound by confidentiality obligations; and
government agencies, emergency services or others where required or authorised by law, or to prevent a serious threat to life, health or safety.
How we store and protect it
We hold information in secure electronic systems and, where relevant, in secured physical records. We use access controls so that staff can only see the information they need for their role, and we train our team on confidentiality and privacy. We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure. We keep information only for as long as we need it or are required to by law, and then securely destroy or de-identify it.
Some of our secure systems and service providers may store data on servers located outside Australia. Where that occurs, we take reasonable steps to ensure your information remains protected consistently with the Australian Privacy Principles.
Cookies and website analytics
When you visit this website, we may collect limited technical information (such as your browser type and pages viewed) using cookies and analytics tools, to understand how the site is used and to improve it. This information is used in aggregate and does not identify you personally. You can disable cookies in your browser settings, though some parts of the site may not work as intended.
Accessing and correcting your information
You have the right to ask for a copy of the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details below. We will respond within a reasonable time and may need to verify your identity first. There is no charge to make a request, although a reasonable cost may apply for retrieving extensive records.
Complaints
If you have a concern about how we have handled your personal information, please contact us first — we take privacy seriously and will work with you to put it right. You can reach us at [email protected] or 1300 000 290.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. For concerns about the quality or safety of NDIS supports, you can also contact the NDIS Quality and Safeguards Commission at ndiscommission.gov.au.
Changes to this policy
We may update this policy from time to time to reflect changes in our practices or the law. The current version will always be available on this page, with the date it was last updated shown at the top.
Contact us
For any privacy question or request, or to access or correct your information, please get in touch:
Email: [email protected]
Phone: 1300 000 290
The CARE Group & Co. — Coffs Harbour & Western Sydney, NSW