Privacy Statement

1) Who we are

Platinum Support Foundation Pty Ltd (we, us, our) provides disability support services and related supports. This Privacy Statement explains how we collect, use, disclose, store, and protect personal information.

2) What personal information we collect

We may collect personal information, including:

• Identity and contact details: name, address, email, phone number, date of birth.
• NDIS and service information: NDIS number, plan details, goals, support needs, service agreements, rosters, and service delivery notes.
• Sensitive information (health and disability): health and disability information relevant to supports, medications, behaviour support information, allied health information, incidents, risks, and safeguarding information.
• Family, guardian, nominee details: contact details, relationship, decision-making authority, and consent details.
• Financial and billing details: invoices, payments, and plan manager details.
• Recruitment information (if you apply for a role): resume/CV, referee details, screening checks, and training records.
• Website and device data: IP address, browser type, pages visited, and cookie information (see “Cookies and analytics”).
• Sensitive information: We only collect sensitive information where it is reasonably necessary to provide supports, to meet legal and regulatory obligations, or where you have consented (or another lawful basis applies).

3) How we collect personal information

We collect personal information in a number of ways, including:

• Directly from you (or your nominee or guardian) during enquiries, intake, planning, and service delivery
• From Support Coordinators, plan managers, the NDIA, allied health professionals, referrers, or other providers where permitted
• Through online forms, email, phone calls, SMS, and in-person meetings
• From our website when you browse, submit an enquiry, or interact with embedded services

4) Why we collect and use personal information

We collect and use personal information to:

• Respond to enquiries and assess suitability for supports
• Deliver supports safely and effectively, including duty of care, risk management, and incident response
• Plan, roster, and coordinate supports, including ongoing review
• Communicate with you and authorised parties about services
• Meet legal, regulatory, safeguarding, and funding obligations (including NDIS-related requirements)
• Manage administration, billing, and payments
• Improve our services, quality, training, and internal processes
• Handle complaints, feedback, incidents, and investigations
• Recruit and manage staff (where relevant)

5) Systems we use to handle your information

To help us operate efficiently, we use:

• GoDaddy website forms to receive website enquiries and form submissions
• Microsoft 365 (M365) for email and business communications
• Vertex360 as our customer relationship management (CRM) system to manage enquiries and service-related communications and records
• We take reasonable steps to ensure our service providers have appropriate security and confidentiality arrangements in place.

6) When we disclose personal information

We may disclose personal information to:

• You, and your authorised representatives (nominee or guardian)
• Support Coordinators, plan managers, and the NDIA where relevant and permitted
• Allied health professionals and other providers involved in your supports where relevant and permitted
• Government agencies, regulators, and oversight bodies where required or authorised by law
• Emergency services where necessary to prevent a serious risk to life, health, or safety
• Our professional advisers (for example, accountants, lawyers, auditors)
• IT and business service providers who support our operations (including GoDaddy, Microsoft 365, and Vertex360), where reasonably necessary to deliver our services

We do not sell personal information.

7) Marketing and communications

If you contact us, we may send you service-related communications. We will only send marketing communications where permitted by law. 

You can opt out of marketing at any time by contacting us.

8) Cookies and analytics

Our website may use cookies and similar technologies to help improve site performance and understand website traffic. 

Cookies may collect information such as device type, browser type, pages visited, and approximate location (derived from IP address). 

You can manage cookies through your browser settings. Disabling cookies may affect website functionality.

9) Data security and storage

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Measures may include access controls, staff confidentiality obligations, secure systems, and procedural safeguards.

No method of transmission over the internet is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.

10) Overseas disclosure

Some of our service providers may store or process information outside Australia (for example, through cloud infrastructure). Where this occurs, we take reasonable steps to ensure appropriate privacy and security protections consistent with Australian privacy requirements.

11) Access and correction

You may request access to personal information we hold about you and request corrections if it is inaccurate, out of date, incomplete, irrelevant, or misleading. We may need to verify your identity before providing access. In some circumstances, we may lawfully refuse access (for example, where providing access would pose a serious threat to health or safety, or would unreasonably impact another person’s privacy). If we refuse access, we will explain why where permitted.

12) Retention

We keep personal information only for as long as needed for the purpose it was collected, or as required by law and by funding, regulatory, safeguarding, and record-keeping obligations. When information is no longer required, we take reasonable steps to destroy or de-identify it.

13) Complaints

If you have a privacy complaint, contact us using the details below. We will respond within a reasonable time and aim to resolve complaints promptly. If you are not satisfied, you may be able to complain to the Office of the Australian Information Commissioner (OAIC).

14) Contact us

For privacy enquiries, access or correction requests, or complaints:

Platinum Support Foundation Pty Ltd

Email: privacy@platinumsupportfoundation.com.au

Phone: 1300976594

Address: PO Box 5313, Port Macquarie NSW 2444