Your information
Privacy policy
Last updated: 6 November 2026
About this policy
Vision Care Disability Pty Ltd (ABN 98 663 935 859, NDIS Registration No. 4050131897) protects the personal information of everyone we support and work with. This policy explains what we collect, why, how we keep it safe, and how you can access it or complain.
We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a registered NDIS provider, we also meet the privacy and confidentiality requirements of the NDIS Practice Standards and the NDIS Code of Conduct.
This policy covers participants, their families, carers, guardians and nominees, people who refer to us, job applicants, and visitors to visioncaredisability.com.au.
What information we collect
We only collect information we need to provide safe, quality supports. This may include:
- Contact details: name, address, phone, email, and the details of a family member, guardian, nominee or emergency contact.
- NDIS details: NDIS number, plan dates, how the plan is managed, plan manager and support coordinator details, and service agreements.
- Health and disability information: diagnoses, support needs, medications, risk and behaviour support information, and reports from therapists or doctors.
- Personal background: date of birth, gender, cultural and language needs, interpreter needs, and preferences about how support is delivered.
- Referrer details: name, organisation, role and contact details of the person making a referral.
- Website information: technical data such as browser type and pages visited, collected through cookies and similar tools.
Health and disability information is sensitive information under the Privacy Act. We only collect it with your consent, or where the law allows.
How we collect it
Where possible, we collect information directly from you. We may collect it:
- when you call, email or meet us
- through the contact and referral forms on our website
- from your family, guardian or nominee, with your consent
- from people who refer you, such as a support coordinator, plan manager, Local Area Coordinator or health professional
- from the NDIA or other providers involved in your supports, with your consent
If someone gives us information about you, we will let you know and check that you agree to us using it.
Why we use it
We use your information to:
- respond to enquiries and referrals
- plan, deliver and review your supports and service agreement
- keep you and our workers safe, including managing risks and incidents
- claim payments from the NDIA, your plan manager or you
- meet our legal and NDIS obligations, including audits, incident reporting and complaints handling
- improve our services
We will not use your information for other purposes, such as marketing, unless you agree. You can opt out of marketing at any time.
Who we share it with
We only share your information when it is needed for your supports, you have agreed, or the law requires it. This may include:
- the NDIA, your plan manager or your support coordinator
- therapists, doctors and other providers involved in your care, with your consent
- the NDIS Quality and Safeguards Commission, for example when reporting incidents or during audits
- government agencies, police or emergency services when required or allowed by law, or to prevent serious harm
- trusted service providers who help us run our business, such as IT, email, website hosting and payroll providers, who must keep your information confidential
Some of these service providers may store data outside Australia. When this happens, we take reasonable steps to make sure your information is protected to Australian standards.
We never sell your personal information.
How we store and protect it
We store information securely in electronic systems and, where needed, in locked paper files. We protect it by:
- limiting access to staff who need it for their role
- using passwords, secure systems and up-to-date software
- training our workers in privacy and confidentiality
- keeping our website secure
We keep records for as long as the law and NDIS rules require. When we no longer need information, we destroy it or remove anything that identifies you.
If a data breach is likely to cause serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.
Your rights
- Access: you can ask to see the information we hold about you. We will respond within 30 days. In some cases the law lets us refuse, and we will tell you why.
- Correction: if your information is wrong or out of date, tell us and we will fix it.
- Consent: you can withdraw your consent at any time. This may affect the supports we can provide, and we will explain how.
- Anonymity: you can make a general enquiry without giving your name. We will need your details to provide supports.
- Support: you can have a family member, friend, advocate or interpreter help you with any privacy request.
Privacy complaints
If you are unhappy with how we have handled your information, please tell us first. Call 0485 001 730, email info@visioncaredisability.com.au or use our contact form. We will acknowledge your complaint and aim to resolve it within 30 days.
If you are not satisfied with our response, you can contact:
Need an interpreter? Call TIS National on 131 450 and ask for the number you need.
Contact us
For privacy questions, requests or complaints, contact:
We review this policy regularly. The latest version is always on our website.