1. Who we are
Kindrel Support is an independent NDIS support provider based in Ballarat, Victoria (ABN 16 202 578 196). In this policy, “Kindrel”, “we”, “us” and “our” mean Kindrel Support.
Privacy enquiries can be sent to info@kindrelsupport.com.
2. Our privacy responsibilities
We handle personal and health information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records Act 2001 (Vic), the Health Privacy Principles and the NDIS Code of Conduct, where they apply.
Health information includes information about a person's disability, physical or mental health, medications, support needs and use of health or disability services. We treat this information as sensitive.
3. Information we may collect
- name, contact details, address, date of birth and emergency contacts;
- NDIS funding and plan-management details;
- support goals, preferences, routines and communication needs;
- relevant disability, health, medication, safety and risk information;
- service agreements, consent records, rosters, shift notes and progress records;
- incident, safeguarding, feedback and complaint records;
- billing, payment and travel information;
- details about a nominee, guardian, family member, advocate or other authorised contact; and
- basic website security and technical information, such as an IP address or browser type, where generated by our hosting, form or CAPTCHA providers.
4. How we collect information
We usually collect information directly from the participant or the person making an enquiry. With authority or where permitted by law, we may also receive information from a nominee, guardian, family member, support coordinator, plan manager, health professional, school, another provider or a government body.
Our website enquiry and complaint forms are delivered using FormSubmit and protected by Google reCAPTCHA. Please keep an initial enquiry general and do not include diagnoses, medical reports or other detailed health information.
5. Why we collect, use and disclose information
We only handle information where reasonably necessary to:
- respond to enquiries and assess whether Kindrel is a suitable support option;
- plan, deliver, review and coordinate safe supports;
- communicate with participants and authorised representatives;
- manage rosters, records, incidents, complaints, invoices and payments;
- meet safeguarding, insurance, tax, employment and legal obligations;
- respond to emergencies or serious risks to a person's health or safety; and
- improve the quality and safety of our services.
We collect and use sensitive information with consent, or where another lawful basis permits or requires it. We do not sell personal information or use it for unrelated advertising.
6. Who information may be shared with
Depending on the support relationship and the person's authority, we may share relevant information with Kindrel workers, authorised representatives, support coordinators, plan managers, treating professionals, emergency services, insurers, advisers, regulators or law-enforcement bodies. We limit disclosures to what is reasonably necessary or legally required.
We use service providers to operate the business, including Google Workspace, ShiftCare, Xero, FormSubmit, Google reCAPTCHA and website hosting providers. Those providers may process information on our behalf and may use infrastructure outside Australia. Where required, we take reasonable steps to ensure overseas handling is consistent with applicable Australian privacy requirements.
7. Storage, security and retention
We use reasonable administrative and technical safeguards, including access controls, multi-factor authentication, secure business systems and limiting access to people who need the information for their role. No internet transmission or storage system can be guaranteed to be completely secure.
Records are retained only for as long as required for service, legal, safety, insurance and business purposes. Victorian health service records are generally retained for at least seven years from the last service, or for a child until they turn 25, where that rule applies. Information that is no longer required is securely deleted or de-identified where lawful and practicable.
8. Access and correction
You may ask to access personal or health information we hold about you, or ask us to correct information that is inaccurate, incomplete or out of date. Email your request to info@kindrelsupport.com. We may ask for proof of identity or authority before releasing records. We will respond as soon as practicable and within any timeframe required by law.
Access can sometimes be limited or refused where the law allows or requires it. If that happens, we will explain the reason where we are permitted to do so.
9. Privacy concerns and complaints
Email “Privacy complaint” to info@kindrelsupport.com with enough information for us to understand the concern. We aim to acknowledge it within two business days and provide a response within 30 days, or explain why more time is needed.
If you are not satisfied, you may contact the Office of the Australian Information Commissioner or the Victorian Health Complaints Commissioner. You can also use our feedback and complaints process.
10. Website use and updates
We do not use this website for behavioural advertising. Our hosting, form-delivery and CAPTCHA providers may use essential logs, cookies or similar technologies for security, delivery and spam prevention.
We may update this policy when our practices or legal obligations change. The latest version will be published here with its update date.