Privacy Policy

Embrace & Grace Pty Ltd respects your privacy. This policy explains how we collect, use, store and share personal information – including health and disability information – and how you can access it, correct it or make a privacy complaint.

Our commitment

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW), and our obligations as an NDIS provider, including the NDIS Code of Conduct. Every member of our team is trained to treat your information with care and confidentiality.

What information we collect

We only collect information we need to provide safe, quality supports. This may include:

• Your name, address, phone number and email
• Date of birth, cultural background, preferred language and communication needs
• NDIS number, plan details and funding information
• Health, disability and support needs, including medication and risk information where relevant
• Details of family members, carers, guardians, nominees and emergency contacts
• Information you give us through enquiries, referrals, feedback or job applications

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

How we collect it

Wherever possible, we collect information directly from you. With your consent, we may also collect it from your family, carers, guardian or nominee, Support Coordinator, plan manager, health professionals or other providers involved in your supports. You can make a general enquiry without giving your name, but we need to know who you are to provide supports.

How we use it

• To plan, deliver and review your supports
• To keep you, our staff and others safe
• To communicate with you and your chosen representatives
• To manage bookings, invoices and payment claims with the NDIA or your plan manager
• To meet our legal, insurance and reporting obligations
• To respond to feedback and complaints and improve our services
• To assess job applications and manage our workforce

We will never sell your personal information, and we will not use it for marketing without your consent.

When we share information

We only share your personal information with your consent, or where:

• It is needed to deliver the supports you have agreed to – for example, with your plan manager, Support Coordinator or the NDIA
• The law requires or allows it, including reporting to the NDIS Quality and Safeguards Commission
• It is necessary to prevent or lessen a serious threat to someone’s life, health or safety
• We use trusted service providers (such as IT, software or accounting services) who must keep it confidential

We do not usually send personal information overseas. If a service provider stores data outside Australia, we take reasonable steps to make sure it is protected to the standard of the Australian Privacy Principles.

How we store and protect information

• Records are kept in secure, password-protected systems and locked storage
• Only authorised staff can access information, and only when they need it for their role
• We keep records for as long as the law requires, then securely destroy or de-identify them

If a data breach is likely to cause serious harm, we will notify the people affected and the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breaches scheme.

Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it, at any time. There is no charge to make a request. Contact us on 0469 030 673 or info@embraceandgrace.com.au and we will respond within 30 days. If we cannot give you access, we will explain why in writing.

Our website

When you use our website, we collect the information you choose to send us through forms or email. Like most websites, we may also use cookies and analytics tools to understand how the site is used and improve it. You can turn off cookies in your browser settings. Our website may link to other sites, which have their own privacy policies.

Privacy questions and complaints

1. Talk to us first. Contact us on 0469 030 673 or info@embraceandgrace.com.au. We will acknowledge your concern and aim to resolve it within 30 days.
2. Office of the Australian Information Commissioner. If you are not satisfied, you can contact the OAIC on 1300 363 992 or at oaic.gov.au. For health information in NSW, you can also contact the Information and Privacy Commission NSW at ipc.nsw.gov.au.
3. NDIS Quality and Safeguards Commission. For concerns about your NDIS supports, call 1800 035 544 or visit ndiscommission.gov.au.

You are welcome to have a family member, friend, advocate or Support Coordinator help you. Need an interpreter? Call TIS National on 131 450. If you are deaf or have a hearing or speech impairment, you can use the National Relay Service.

Changes to this policy

We may update this policy from time to time. The latest version will always be available on this page.