Privacy Policy

1. Introduction & Scope

Uplift Support Services ("we", "us", "our") provides disability support services to NDIS participants across South Australia. We are committed to protecting the privacy of the participants, families, carers, nominees and other individuals we work with, in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs) set out in Schedule 1 of that Act, as well as our obligations under the National Disability Insurance Scheme Act 2013 (Cth) and the NDIS Code of Conduct.

This policy explains what personal information we collect, why we collect it, how we use, store and disclose it, and how you can access, correct or make a complaint about your personal information.

2. What Personal Information We Collect

Depending on the nature of our relationship with you, we may collect:

• Name, date of birth, address, phone number and email address;
• NDIS participant number and details of your NDIS plan, funding categories and plan manager or support coordinator;
• Emergency contact details, and details of family members, carers, guardians or nominees;
• Health, medical and disability-related information relevant to the supports we provide (see section 5);
• Service and support notes, incident reports, and behaviour support plans where applicable;
• Billing, invoicing and payment information; and
• Information you provide through our website contact form, phone calls or email correspondence.

3. How We Collect Your Information

We collect personal information directly from you or your authorised representative wherever reasonably possible — for example, when you contact us, complete our website enquiry form, or during service planning and delivery. We may also collect information from third parties where necessary and appropriate, such as:

• The National Disability Insurance Agency (NDIA);
• Your support coordinator, plan manager, or plan nominee;
• Other health or allied health professionals involved in your care (with your consent); and
• Family members or carers acting on your behalf.

Where practicable, we will only collect personal information about you from someone else with your knowledge and consent, or as otherwise permitted by law.

4. Why We Collect, Use and Disclose Your Information

We collect and use personal information to:

• Assess your support needs and develop, deliver and review your supports;
• Communicate with you, your family, carers, plan managers and support coordinators;
• Meet our legal and regulatory obligations, including reporting to the NDIS Quality and Safeguards Commission and the NDIA;
• Process invoices and payments, including claims made through the NDIS portal or your plan manager;
• Manage incidents, complaints, and workplace health and safety obligations; and
• Improve our services, including responding to feedback.

We do not use or disclose your personal information for direct marketing without your consent, and we do not sell your personal information to third parties.

5. Sensitive & Health Information

Information about your disability, health, and support needs is classified as "sensitive information" under the Privacy Act and is afforded a higher level of protection. We only collect sensitive information that is reasonably necessary for us to provide safe, appropriate supports, and only with your consent (or the consent of your authorised representative), except where collection is required or authorised by law — for example, mandatory incident reporting to the NDIS Commission, or to lessen or prevent a serious threat to health or safety.

6. Who We Share Your Information With

We only disclose personal information where necessary for the purposes described above, or where we are required or authorised to do so by law. This may include disclosure to:

• The NDIA and the NDIS Quality and Safeguards Commission, as required under the NDIS (Provider Registration and Practice Standards) Rules 2018 and the NDIS (Incident Management and Reportable Incidents) Rules 2018;
• Your nominated support coordinator, plan manager, or other supports involved in your care, with your consent;
• Emergency services or medical professionals, where necessary to protect your health or safety or that of others;
• Our professional advisors (such as accountants, insurers or lawyers), bound by confidentiality;
• Providers used to receive and deliver online enquiries, as described below; and
• Any other party you have specifically authorised us to share information with.

Online enquiry providers may process information overseas as explained in the Online Enquiries and Meta Forms section below. Our website forms explain this before submission and ask for your consent.

7. Storage & Security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and from unauthorised access, modification or disclosure. This includes restricting access to personal information to authorised staff on a need-to-know basis, using secure electronic systems with password protection, and storing physical records in locked, access-controlled locations.

We retain personal information only for as long as necessary to fulfil the purposes described in this policy, and in line with our record-keeping obligations as an NDIS provider (client service records are generally retained for a minimum of seven years). When information is no longer required, we take reasonable steps to securely destroy or de-identify it.

8. Access to & Correction of Your Information

Under APP 12 and APP 13, you have the right to request access to the personal information we hold about you, and to request that it be corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, please contact us using the details in section 12. We will respond within a reasonable period (generally within 30 days) and, if we refuse a request, we will provide written reasons for the refusal and information about how you can complain about that refusal.

9. Making a Privacy Complaint

If you believe we have breached your privacy, or have mishandled your personal information, please contact our Privacy Officer using the details in section 12. We will acknowledge your complaint promptly and aim to resolve it fairly and within a reasonable timeframe. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992, or with the NDIS Quality and Safeguards Commission at 1800 035 544 where the complaint relates to the supports we provide.

Online enquiries and Meta lead forms

Our website callback and referral enquiry forms collect your name, phone number and any optional contact preferences, email address or organisation you provide. We use these details to respond to your request, discuss availability and arrange the next steps. Requesting a callback does not sign you up to an ongoing marketing list.

The website forms use Formspree to receive and deliver enquiries to our team. Formspree processes information in the United States and other countries where it operates. Please read Formspree's privacy policy. You can contact us by phone instead of using an online form.

If you choose to submit a Facebook or Instagram lead form for Uplift, Meta collects the information in that form and makes it available to us. We use the contact details you choose to share to respond to that enquiry. Meta also processes information under its privacy policy.

Please do not provide diagnoses, NDIS numbers, medical records, financial details or another person's sensitive information through website or Meta enquiry forms. Our team will explain how to share information needed for service intake separately.

10. Cookies & Website Data

Our website may use basic, privacy-respecting analytics to understand how visitors use our site, and stores information you submit through our contact form only for the purpose of responding to your enquiry. We do not use tracking cookies for advertising or sell any data collected through our website. You can control cookies through your browser settings at any time.

11. Changes to This Policy

We may update this policy from time to time to reflect changes in our practices or legal obligations. The updated version will be posted on this page with a revised "last updated" date. We encourage you to review this policy periodically.

12. Contact Us

For any questions about this Privacy Policy, or to make a request or complaint regarding your personal information, please contact our Privacy Officer: