Privacy Policy

Effective date: 04/11/2026

Who we are

This Privacy Policy explains how Serenity Supportcare Services Pty Ltd (ABN 23 647 720 894), trading as Serenity Supportcare (“we”, “us”, “our”), handles personal information. We are a Registered NDIS Provider (registration ID 4-IMNLQSB). This policy applies to our services and to our website, https://serenitysupportcare.com.au/.

The laws we follow

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a Registered NDIS Provider, we also follow the National Disability Insurance Scheme Act 2013 (Cth), the NDIS Practice Standards and the NDIS Code of Conduct, which require us to respect your privacy and dignity and to keep your information safe. Where state or territory health records laws apply, we follow those too.

What information we collect

Personal information

Your name, address, phone number and email address
Date of birth, gender and preferred language
Your NDIS number, plan details, funding and plan management type
Contact details for family members, nominees, guardians, support coordinators and plan managers
Emergency contact details
Details you give us when you contact us, make a referral or apply for a job

Sensitive information

To provide safe and suitable supports, we may collect sensitive information, including:

Health and disability information, such as diagnoses, support needs, medications and behaviour support plans
Cultural or linguistic background, where it helps us provide supports that suit you
For support workers and job applicants, NDIS Worker Screening and other checks required by law

We only collect sensitive information with your consent, or where the law allows or requires it.

Website information

Information you type into our contact, enquiry or referral forms, or send through our website chat or text service
Technical information such as your device, browser, pages visited and approximate location, collected through cookies and Google Analytics

How we collect information

We collect information directly from you wherever we can, for example when you:

Fill in a form on our website
Call, text or email us
Meet with us or receive supports from us
Sign a service agreement

With your consent, we may also receive information from others, such as the National Disability Insurance Agency (NDIA), your plan manager, support coordinator, family member, nominee, guardian, or health professionals. If you give us information about someone else, please make sure they know and agree.

Why we collect and use information

To answer your enquiry or referral
To plan, provide, review and improve your supports
To match you with suitable support workers
To manage service agreements, bookings, invoices and NDIS payment claims
To keep you and our support workers safe, including managing incidents and complaints
To meet our legal and NDIS obligations, including reporting and audits
To recruit and manage staff
To improve our website and services
To send you news and updates, if you have agreed to receive them

Who we share information with

We only share your information when it is needed for the reasons above, when you agree, or when the law allows or requires it. This may include:

The NDIA, for plans, service bookings and payment claims
The NDIS Quality and Safeguards Commission, for example for reportable incidents, complaints and audits
Your plan manager and support coordinator
Support workers and other staff who provide your supports
Other providers involved in your care, with your consent
Service providers who help us run our business, such as IT, website hosting, email, communication, payment and accounting services
Auditors, insurers and professional advisers
Government agencies, police or courts, when required or authorised by law, or to lessen a serious threat to someone’s life, health or safety

We do not sell your personal information.

Overseas disclosure

Some of our service providers, such as cloud storage, email and analytics providers, may store or process information on servers outside Australia. When this happens, we take reasonable steps to make sure the information is protected in a way that is consistent with the Australian Privacy Principles.

Storage and security

We store information in secure electronic systems and, where needed, in secure paper files. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, change or disclosure. These steps include password protection, access limited to people who need it, staff training and confidentiality obligations.

How long we keep information

We keep records for as long as we need them, and for as long as the law and NDIS rules require. When information is no longer needed, we securely destroy it or remove anything that identifies you.

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details below. We will respond within a reasonable time, usually within 30 days. We may need to confirm your identity first. If we cannot give you access or make a change, we will tell you why in writing, unless that would be unreasonable.

Cookies and analytics

Our website uses cookies and Google Analytics to understand how visitors use the site, so we can improve it. Google Analytics collects information such as the pages you visit, how long you stay and the type of device you use. This information does not directly identify you. You can block or delete cookies in your browser settings, or use Google’s opt-out browser add-on at https://tools.google.com/dlpage/gaoptout. Some parts of the website may not work properly without cookies.

Marketing and opting out

If you agree, we may send you emails or messages about our services and news. You can opt out at any time by using the unsubscribe link in any email, or by contacting us. We will never use your sensitive information for marketing.

Anonymity and pseudonyms

You can make a general enquiry without giving your name, or by using a different name. To provide NDIS supports, however, we need to know who you are.

Notifiable data breaches

If a data breach is likely to cause serious harm to anyone, we will notify the people affected and the Office of the Australian Information Commissioner (OAIC), as required by the Notifiable Data Breaches scheme. Where required, we will also report to the NDIS Quality and Safeguards Commission.

Complaints

If you have a concern about how we have handled your information, please contact us first. We will take your complaint seriously, look into it and respond within a reasonable time, usually within 30 days. Making a complaint will not affect the supports you receive.

If you are not happy with our response, you can contact:

Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, phone 1300 363 992
NDIS Quality and Safeguards Commission, for complaints about NDIS supports or services: www.ndiscommission.gov.au, phone 1800 035 544

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it takes effect.

Contact us

Privacy Officer, Serenity Supportcare Services Pty Ltd

Email: info@serenitysupportcare.com.au
Phone: (02) 9125 4292