Privacy Policy

Xcellencecare Pty Ltd. (“Xcellencecare”, “we”, “us” or “our”) respects your privacy and is committed to protecting the personal information we collect and hold.

We provide personalised care and support services to individuals, including NDIS participants and their families, carers and representatives. Because our services may involve sensitive and health-related information, we take privacy and information security seriously.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), where applicable.

1. Information We Collect

Depending on how you interact with us, we may collect information including:

Personal Information

• Full name
• Date of birth or age
• Contact details, including phone number, email address and postal address
• Emergency contact details
• Information provided through our website contact and enquiry forms
• Information about your relationship with an NDIS participant
• Communication and correspondence with you

NDIS and Support Information

Where necessary to provide our services, we may collect information relating to:

• NDIS participant details
• NDIS plan information
• Support needs and goals
• Service requirements
• Information provided by participants, families, carers or support coordinators
• Information relevant to providing safe and appropriate support

Sensitive or Health Information

Depending on the services we provide, we may need to collect sensitive information, including health or disability-related information.

We only collect sensitive information where permitted or required by law and where it is reasonably necessary for our functions or activities.

2. How We Collect Information

We may collect personal information:

• Directly from you
• Through our website and online enquiry forms
• By phone, email or other communication channels
• During consultations or service enquiries
• From a participant’s family member, carer or authorised representative
• From support coordinators, plan managers or other authorised service providers
• From healthcare or allied-health professionals where appropriate and authorised
• From government or NDIS-related organisations where permitted
• From third parties where you have authorised us to obtain the information
• Through our website, cookies and similar technologies

Where reasonably possible, we will collect information directly from the individual concerned.

3. Why We Collect and Use Personal Information

We may collect, hold, use and disclose personal information for purposes including:

• Responding to enquiries and requests
• Assessing and understanding support requirements
• Providing and coordinating care and support services
• Developing and managing service arrangements
• Communicating with participants, families, carers and representatives
• Managing NDIS-related administration
• Scheduling services and appointments
• Maintaining appropriate service records
• Managing payments, invoices and accounts
• Maintaining the safety and wellbeing of participants and workers
• Meeting legal, regulatory and contractual obligations
• Improving our services
• Managing complaints and feedback
• Protecting our business, participants, workers and community
• Sending information about our services where permitted by law and where appropriate

We will not use personal information for purposes that are unrelated to our functions unless permitted or required by law or otherwise authorised.

4. Disclosure of Personal Information

We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy.

Depending on the circumstances, information may be shared with:

• NDIS-related organisations and authorised representatives
• Support coordinators
• Plan managers
• Families, carers or nominees where authorised
• Healthcare and allied-health professionals
• Other service providers involved in your support
• Government agencies or regulators where required or permitted by law
• Professional advisers
• IT, technology, communication and administrative service providers
• Payment and accounting service providers
• Our employees, contractors and support workers who need the information to perform their duties

We take reasonable steps to ensure that information is only disclosed to appropriate parties and handled in accordance with applicable privacy obligations.

5. Overseas Disclosure

Some of our technology, cloud storage, software or service providers may store or process information outside Australia.

Where personal information is disclosed to an overseas recipient, we will take reasonable steps to ensure that the information is handled appropriately and in accordance with applicable Australian privacy requirements.

The countries involved may depend on the technology and service providers we use from time to time.

6. How We Store and Protect Information

We take reasonable steps to protect personal information from:

• Misuse
• Interference
• Loss
• Unauthorised access
• Unauthorised modification
• Unauthorised disclosure

Depending on the nature of the information, security measures may include access controls, secure systems, passwords, restricted staff access, secure cloud services and other appropriate technical and organisational safeguards.

However, no method of electronic transmission or storage can be guaranteed to be completely secure.

7. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to provide services, meet legal and regulatory obligations, resolve disputes and maintain appropriate business records.

When information is no longer required, we will take reasonable steps to securely destroy or de-identify it, where appropriate and permitted by law.

8. Accessing Your Personal Information

You may request access to personal information that we hold about you.

To make an access request, please contact us using the details provided below.

We will generally respond to access requests within a reasonable period and in accordance with applicable privacy laws.

In some circumstances, we may be unable to provide access to particular information where an exception under applicable law applies. If this occurs, we will explain the reason where we are permitted to do so.

9. Correcting Your Information

We aim to ensure that the personal information we hold is accurate, complete and up to date.

If you believe that information we hold about you is incorrect, incomplete or out of date, you may request that we correct it.

Please contact us and provide details of the information you believe needs to be corrected.

10. Privacy Complaints

If you believe that Xcellencecare has not handled your personal information appropriately or may have breached an applicable privacy law, you can make a privacy complaint to us.

Please provide as much information as possible about your concern so that we can investigate and respond appropriately.

We will investigate privacy complaints and aim to respond within a reasonable timeframe.

If you are not satisfied with our response, or if you believe your complaint has not been appropriately resolved, you may contact the Office of the Australian Information Commissioner (OAIC).

11. Cookies and Website Analytics

Our website may use cookies and similar technologies to help us:

• Operate and maintain the website
• Understand how visitors use our website
• Improve website functionality and user experience
• Measure website performance
• Understand website traffic and engagement

Third-party services used on our website may also use cookies or similar technologies.

You can generally manage or disable cookies through your browser settings. Disabling certain cookies may affect website functionality.

12. Marketing Communications

Where permitted by law, we may use your contact information to provide information about our services, updates or other relevant communications.

You can request to stop receiving marketing communications at any time by contacting us or using an available unsubscribe option.

We will respect your request in accordance with applicable privacy and marketing laws.

13. Children and Young People

Where we provide services to children or young people, we take additional care when handling their personal information.

Where appropriate, we may communicate with a parent, guardian, nominee or authorised representative in accordance with applicable laws and the individual’s circumstances.

14. Third-Party Websites

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices, content or security of third-party websites.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, information-handling practices, technology or applicable legal requirements.

The updated version will be published on our website with the relevant “Last Updated” date.

We encourage you to review this Privacy Policy periodically.

16. Contact Us

If you have any questions about this Privacy Policy, your personal information, access or correction requests, or privacy concerns, please contact us.

Our Commitment

At Xcellencecare, we are committed to treating personal information with care, respect and confidentiality while providing safe, person-centred and supportive services.