Privacy Information

IncludeCare is committed to protecting your privacy and handling your personal information with care, thoughtfulness, and diligence. The information we collect is often of a sensitive nature, including health and disability-related details, and we take our obligations very seriously.

What type of information do you collect?

We only collect information that is reasonably necessary to provide supports and services.

We may collect personal and sensitive information including:

  • Name, contact details, and date of birth
  • NDIS number and plan details
  • Health, disability, and support needs
  • Emergency contact and representative details
  • Service delivery records (case notes, incident reports, assessments)
  • Communication records (emails, phone calls, forms)

We only collect information that is reasonably necessary to provide supports and services.

We may collect personal and sensitive information including:

  • Name, contact details, and date of birth
  • NDIS number and plan details
  • Health, disability, and support needs
  • Emergency contact and representative details
  • Service delivery records (case notes, incident reports, assessments)
  • Communication records (emails, phone calls, forms)

We collect and use your information to:

  • Deliver NDIS supports and services
  • Develop and review your supports and goals
  • Communicate with you and your support network
  • Meet our legal and compliance obligations
  • Manage incidents, risks, and complaints
  • Improve our services

If you choose not to provide certain information, we may be unable to deliver services safely or effectively.

We take reasonable steps to protect your information from misuse, loss, unauthorised access, or disclosure.

This includes:

  • Secure electronic systems and password protection
  • Restricted staff access (need-to-know basis)
  • Secure storage of physical records
  • Staff training in privacy and confidentiality

If a data breach occurs that is likely to result in serious harm, we will:

  • Take immediate steps to contain the breach
  • Assess its impact
  • Notify you if you are affected and relevant authorities where required.

Where possible, we collect information directly from you and with your consent.

We collect information:

  • Directly from you or your representative
  • From referrals (e.g. Support Coordinators, Plan Managers)
  • Through intake forms, service agreements, and assessments
  • During service delivery
  • Via our website (e.g. enquiry forms, cookies)

Where possible, we collect information directly from you and with your consent.

We collect information:

  • Directly from you or your representative
  • From referrals (e.g. Support Coordinators, Plan Managers)
  • Through intake forms, service agreements, and assessments
  • During service delivery
  • Via our website (e.g. enquiry forms, cookies)

We will only use or disclose your information:

  • For the primary purpose it was collected
  • For a related purpose you would reasonably expect
  • With your consent
  • Where required or authorised by law

This may include sharing information with:

  • Support Coordinators, Plan Managers, and allied providers
  • Healthcare professionals
  • Government agencies (e.g. NDIS Commission)
  • Emergency services where required

We will not share your information for marketing purposes without your explicit consent.

Yes, you absolutely have the right to request the personal information we have obtained.

You can also request corrections if your information is inacurate.

You can contact us by:

1. Writing to PO BOX 5313, Port Macquarie NSW 2444
2. Emailing privacy@includecare.com.au
3. Telephoning: 1300 081 573

If you have concerns about your privacy, you can lodge a complaint with us.

We will:
1. Acknowledge your complaint promptly
2. Investigate the issue
3. Provide an outcome in writing

If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC).