Privacy Policy

Flock Family Supports
ABN: 23 688 475 256

Effective Date: 14.07.2025

Flock Family Supports (“we”, “our”, “us”) respects your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy outlines how we collect, use, store, and disclose personal information in relation to our services, including those provided under the National Disability Insurance Scheme (NDIS).

We may collect personal information necessary for us to provide care and support services. This may include:

• Full name, date of birth, and contact details.
   
• Address and emergency contact information.
   
• Health and medical information relevant to your support needs.
   
• NDIS plan details and funding information.
   
• Records of communications, service notes, and incident reports.
   
• Employment details (for staff and contractors).
   
• Financial or billing information where necessary.
   

We only collect sensitive information (such as health, cultural, or religious information) with your consent, or where required or authorised by law.

We may collect your information directly from you, your authorised representative, or relevant third parties such as:

• NDIS planners or support coordinators.
   
• Healthcare providers.
   
• Government agencies.
   
• Family members or guardians (with your consent).
   

Information may be collected in person, over the phone, via email, through forms, or during service delivery.

We collect personal information to:

• Provide safe and effective support and care services.
   
• Manage your NDIS plan and deliver services aligned with your goals.
   
• Communicate with you, your representatives, and relevant stakeholders.
   
• Maintain accurate records of service delivery and support outcomes.
   
• Meet our legal, regulatory, and funding obligations.
   
• Ensure the safety and wellbeing of clients and staff.
   

We only use your personal information for the purposes it was collected, unless:

• You have consented to another use.
   
• The use is directly related to service delivery.
   
• It is required or authorised by law.
   

We may disclose personal information to:

• NDIS and related government agencies.
   
• Healthcare professionals and allied health providers.
   
• Your nominated family members, carers, or advocates (with consent).
   
• Our staff, contractors, and trusted service providers who require access to perform their roles.
   

We will never sell or rent your personal information to third parties.

We take all reasonable steps to ensure your information is stored securely and protected from misuse, interference, loss, unauthorised access, modification, or disclosure.

This includes:

• Secure electronic record systems.
   
• Password-protected databases and restricted staff access.
   
• Locked filing cabinets for paper records.
   
• Staff training on privacy and confidentiality.
   

Records are retained in accordance with legal and funding requirements, after which they are securely destroyed.

You have the right to request access to the personal information we hold about you and to request corrections if it is inaccurate, outdated, or incomplete.

Requests should be made in writing to our Privacy Officer (see Section 10). We will respond within a reasonable timeframe and in accordance with the law.

As an NDIS provider, we comply with the NDIS Practice Standards and NDIS Code of Conduct, which require us to protect your privacy, dignity, and confidentiality at all times.

If you have concerns about how we have handled your personal information, please contact us (see Section 10). We take all complaints seriously and will work with you to resolve the matter promptly.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):

• Phone: 1300 363 992
   
• Website: www.oaic.gov.au
   

For privacy enquiries, access requests, or complaints, please contact:

Privacy Officer
Flock Family Supports
Phone: 1300 826 018
Email: hr@flockfamilysupports.com.au]
Website: www.flockfamilysupports.com