Privacy Policy
This Is Living
Effective Date: 14 November 2025
Last Updated: 14 November 2025
1. Introduction
This Is Living ("we", "us", "our") is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Act 2013.
2. Information We Collect
We collect personal information necessary to provide NDIS support services. This may include:
Personal Details:
Name, date of birth, gender, and contact information
Emergency contact details and next of kin information
NDIS participant number and plan details
Health and Disability Information:
Medical conditions, disabilities, and healthcare needs
Medication requirements and allergies
Mental health information and psychological reports
Healthcare provider details and medical reports
Support Service Information:
NDIS goals and support preferences
Service delivery records and progress notes
Incident reports and safety information
Photos and videos (with consent) for documentation purposes
Financial Information:
NDIS plan funding and budget information
Payment and invoicing details
Bank account information for direct payments
Other Information:
Cultural, religious, and linguistic preferences
Family and carer information
Communication preferences and accessibility requirements
3. How We Collect Information
We collect information:
Directly from you or your representative during intake, assessments, and service delivery
From your NDIS plan and the NDIA (National Disability Insurance Agency)
From healthcare professionals, support coordinators, and plan managers (with your consent)
From family members, carers, or legal guardians (with appropriate authority)
Through our website, email, phone, and digital systems
Via CCTV in our facilities (where applicable and clearly signposted)
4. How We Use Your Information
We use your personal information to:
Provide NDIS support services as outlined in your plan
Assess your eligibility and suitability for our services
Develop and implement personalised support plans
Coordinate with healthcare providers and other service providers
Process payments and manage invoicing
Comply with NDIS Quality and Safeguards Commission requirements
Monitor service quality and conduct internal reviews
Respond to complaints and incident reports
Meet our legal and regulatory obligations
Communicate with you about services, appointments, and updates
5. Disclosure of Information
We may share your personal information with:
The NDIA and NDIS Quality and Safeguards Commission
Your plan manager, support coordinator, or nominee
Healthcare professionals involved in your care (with consent)
Emergency services in urgent situations
Legal and regulatory authorities when required by law
Our staff and contractors directly involved in your support
Third-party service providers (e.g., IT support, accounting) under strict confidentiality agreements
Insurance providers for claims purposes
We will only disclose your information with your consent unless required by law or in emergency situations where your safety is at risk.
6. Data Security
We take reasonable steps to protect your personal information from:
Unauthorised access, use, or disclosure
Loss, misuse, or alteration
Cyber security threats
Our security measures include:
Secure electronic systems with password protection and encryption
Locked storage for physical records
Staff training on privacy and confidentiality
Confidentiality agreements with all staff and contractors
Regular security audits and updates
Access controls limiting information to authorised personnel only
7. Storage and Retention
Your personal information is stored:
Electronically on secure Australian servers
In physical files in locked storage facilities
For a minimum of 7 years from the last service provision (or longer if required by law)
In accordance with NDIS Practice Standards and recordkeeping requirements
When information is no longer needed, it is securely destroyed or de-identified.
8. Your Rights
Under the Privacy Act 1988, you have the right to:
Access: Request access to your personal information we hold
Correction: Request corrections to inaccurate or outdated information
Anonymity: Deal with us anonymously where practicable (though this may limit service provision)
Complaints: Lodge a complaint about how we handle your information
Consent Withdrawal: Withdraw consent for information sharing (subject to legal obligations)
To exercise these rights, contact our Privacy Officer using the details below.
9. How to Access or Correct Your Information
To request access to or correction of your personal information:
Contact our Privacy Officer in writing (email or post)
Verify your identity
Specify the information you wish to access or correct
We will respond within 30 days. There is no charge for making a request, though reasonable costs may apply for extensive information retrieval.
10. Complaints Process
If you believe we have breached your privacy:
Step 1: Contact our Privacy Officer with details of your concern
Step 2: We will investigate and respond within 30 days
Step 3: If you're unsatisfied with our response, you may escalate to:
NDIS Quality and Safeguards Commission: 1800 035 544 or ndiscommission.gov.au
Office of the Australian Information Commissioner (OAIC): 1300 363 992 or oaic.gov.au
11. Website and Digital Privacy
Our website may use:
Cookies to improve user experience (you can disable these in your browser)
Analytics tools to understand website usage
Contact forms that collect your information for inquiry purposes
We do not sell or share website visitor data with third parties for marketing purposes.
12. Changes to This Policy
We may update this Privacy Policy to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with a new "Last Updated" date. Significant changes will be communicated directly to participants.
13. Contact Us
Privacy Officer
This Is Living
22 Shinnecock Close, Hope Island QLD 4212
0488 987 984
hello@thisisliving.co
For general enquiries: Call or email us
NDIS Quality and Safeguards Commission:
Phone: 1800 035 544
Website: ndiscommission.gov.au
Office of the Australian Information Commissioner:
Phone: 1300 363 992
Website: oaic.gov.au
Acknowledgement
This Is Living acknowledges the Traditional Custodians of the lands on which we work and provide services. We pay our respects to Elders past, present, and emerging.