Privacy Policy
1. What Information We Collect
We may collect and hold the following types of personal information:
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General Personal Information: Name, address, contact details, date of birth, emergency contacts.
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NDIS-Related Information: Plan details, goals, support needs, and other information necessary to deliver NDIS services.
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Sensitive Information: Health and medical information, cultural or linguistic background, and other details relevant to providing individualised support.
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Usage Data: Information about your interactions with our website, including IP address and browser type.
We only collect sensitive information with your consent or as required by law.
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2. How We Collect Information
We collect personal information in several ways, including:
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Directly from you through intake forms, phone calls, or email communication.
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During support sessions or program participation.
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Through your NDIS Plan Manager or support coordinators.
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Automatically via our website using cookies or similar technologies.
If you provide us with information about others (e.g., emergency contacts), you must ensure they are aware and have consented to their details being shared with us.
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3. Purpose of Collecting Information
We collect and use personal information to:
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Provide and manage NDIS services tailored to your needs.
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Communicate with you about appointments, programs, and updates.
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Meet our obligations under the NDIS Practice Standards.
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Ensure the safety and wellbeing of participants during services.
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Improve the quality of our services, including client feedback analysis.
We will not use your information for purposes other than those specified above without your consent unless required by law.
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4. Disclosure of Personal Information
We may share your personal information:
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With authorised NDIS providers, plan managers, or support coordinators as necessary for service delivery.
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With emergency services or medical professionals in case of urgent safety concerns.
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As required by law, such as in response to a subpoena or legal request.
We do not sell your personal information to third parties.
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5. Consent Processes
We ensure participants understand and agree to how their personal information will be handled.
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Written or Verbal Consent: Obtained at the start of service delivery or during significant updates.
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Ongoing Consent: Participants can update or withdraw consent at any time by contacting us.
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Representative Consent: When working with minors or participants requiring support, we obtain consent from their authorised representative.​
6. Data Security
We take the following steps to protect your personal information:
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Using secure storage systems for physical and electronic records.
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Regularly updating our IT security measures, including firewalls and encrypted communications.
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Limiting access to personal information to authorised personnel only.
Despite our best efforts, no system is completely secure. You provide personal information at your own risk.
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7. International Data Transfers
If we transfer personal information outside Australia, we will ensure that the recipient complies with similar privacy protections or seek your explicit consent.
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8. Your Rights
You have the right to:
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Access and request corrections to your personal information.
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Withdraw consent for data collection or processing where applicable.
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Lodge a complaint if you believe we have breached your privacy rights.
To exercise these rights, contact us at the details below.
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9. Cookies and Website Use
Our website uses cookies to enhance your browsing experience. You can disable cookies in your browser settings, though this may affect functionality.
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10. Complaints and Contact Information
If you have a privacy concern or complaint, please contact us. We take privacy issues seriously and aim to resolve them promptly.
Optimum Support Services
Email: info@optimumsupport.com.au
Phone: 0432604873
If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC).
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11. Updates to This Policy
We may review and update this policy periodically. The latest version will always be available on our website. We encourage you to check it regularly for updates.