Privacy Policy
Effective Date: November 2025
At Total Care Disability Services Pty Ltd (“we,” “our,” “us”), we are committed to protecting the privacy and confidentiality of the personal information of our clients, their families, and all visitors to our website. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the requirements of the National Disability Insurance Scheme (NDIS).
We understand that our clients place a high level of trust in us to manage sensitive information, particularly when it relates to NDIS funding, disability support, and healthcare needs. This document has been carefully developed to ensure transparency, accountability, and compliance, while giving you peace of mind.
1. Purpose of This Policy
The purpose of this Privacy Policy is to:
- Clearly explain what information we collect about you.
- Outline how and why we use your information.
- Describe the circumstances under which we may share it.
- Provide information about your rights and choices.
- Demonstrate our compliance with Australian law and the NDIS Code of Conduct.
By engaging with Total Care Disability Services, whether through our website, by phone, email, or in person, you agree to the terms outlined in this Privacy Policy.
2. Scope
This Privacy Policy applies to:
- All clients and NDIS participants who use our services.
- Visitors to our website (https://totalcareltd.com).
- Support coordinators, carers, providers, and other third parties who interact with us.
- Employees, contractors, and volunteers of Total Care Disability Services.
3. Information We Collect
We may collect different types of personal and sensitive information depending on your relationship with us. This includes:
3.1 Personal Information
- Full name
- Date of birth
- Gender
- Contact details (address, phone number, email)
- Emergency contact details
3.2 Sensitive Information
- Health and medical information (diagnoses, care needs, medications, treatment plans)
- NDIS participant details (NDIS number, funding plan, supports required)
- Information regarding disability, mobility, and accessibility needs
3.3 Financial and Transactional Information
- Bank account details (for processing invoices and payments)
- Payment history and billing records
- NDIS funding allocations
3.4 Technical Information
- IP address and device information
- Browser type and version
- Cookies and tracking data (see Section 9)
4. How We Collect Information
We collect information in the following ways:
- Directly from you – when you complete forms, contact us, sign service agreements, or use our services.
- Through the NDIS portal – with your consent, we access relevant participant data to manage your plan effectively.
- Automatically through our website – via cookies, analytics, and browsing history.
- From third parties – including healthcare providers, support coordinators, government agencies, or family members (with your consent).
5. How We Use Your Information
We use your information to:
- Deliver and manage disability services, including plan management, support coordination, community nursing, and supported independent living.
- Process invoices with speed and transparency (our system allows for ultra-fast processing in as little as 5 minutes).
- Ensure dispute resolution and protect your NDIS budget.
- Maintain transparency with monthly reports and real-time access to the NDIS portal.
- Communicate with you about your supports, appointments, and updates.
- Improve our services by analysing feedback and usage trends.
- Comply with legal, regulatory, and NDIS requirements.
We will never use your personal information for purposes unrelated to your care and support without first obtaining your consent.
6. How We Share Your Information
We may disclose your information to:
- NDIS providers and support workers involved in your care (with consent).
- Government and regulatory authorities when required by law.
- Third-party service providers (IT, accounting, legal, administration) under strict confidentiality agreements.
- Healthcare professionals directly involved in your treatment or support.
We do not sell, rent, or trade your personal information. Any disclosure is made with respect for your privacy and in compliance with the law.
7. Your Privacy Rights
Under the Australian Privacy Principles, you have the right to:
- Access your personal information – request a copy of the data we hold about you.
- Correct inaccuracies – request updates or amendments if information is incorrect or outdated.
- Withdraw consent – for certain uses of your information (such as marketing).
- Request erasure – in circumstances where information is no longer required.
- Make a complaint – if you believe your privacy rights have been breached.
To exercise your rights, please contact us (see Section 14).
8. Data Security
We take the security of your data seriously. Measures include:
- Secure password-protected systems and databases.
- Encrypted transmission of sensitive information.
- Restricted staff access on a need-to-know basis.
- Regular data security audits and updates.
Despite these precautions, no method of transmission over the internet is 100% secure. We encourage you to notify us immediately if you suspect any breach.
9. Cookies and Tracking Technologies
Our website uses cookies and similar technologies to improve user experience. Cookies help us:
- Track site performance and analytics.
- Understand how visitors use our site.
- Improve navigation and accessibility.
You may disable cookies through your browser settings, but some website features may not function properly.
10. Data Retention
We retain your personal information only as long as necessary for service delivery, legal, or compliance purposes. For example:
- Financial and invoicing records are retained for seven years (per accounting law).
- Health and disability service records are retained in line with NDIS and healthcare regulations.
- Once data is no longer needed, it is securely destroyed or anonymised.
11. Children’s Privacy
We understand the importance of protecting children’s privacy. Where services involve children under 18:
- We require consent from a parent or legal guardian.
- Information is collected only as necessary for service delivery.
- Children’s information is safeguarded with the highest level of care.
12. Links to Other Websites
13. Changes to This Privacy Policy
14. How to Contact Us
Total Care Disability Services Pty Ltd
- 9 Bulada Street, Bungarribee NSW 2767, Australia
- support@totalcareltd.com
- 1300 977 007
If you are unsatisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
https://www.oaic.gov.au | 1300 363 992
15. Complaints Handling Process
We take all privacy complaints seriously. If you believe we have mishandled your data:
- Contact us directly.
- We will acknowledge your complaint within 5 business days.
- We aim to resolve complaints within 30 days.
- If you are not satisfied, you may escalate to the OAIC or the NDIS Commission.
16. Commitment to Transparency
At Total Care Disability Services, our philosophy is built on Speed, Transparency, Experience, and Personalisation. This extends to how we handle your personal information. We are committed to ensuring you always remain in control of your data and that your privacy is respected.
- We believe transparency builds trust. That is why we provide:
- Clear reporting of your NDIS budget.
- Transparent invoice processing.
- Open communication about how your information is handled.
17. Glossary of Key Terms
- APPs: Australian Privacy Principles, the key principles under the Privacy Act 1988 (Cth).
- NDIS: National Disability Insurance Scheme.
- Sensitive Information: Includes health, disability, racial, or ethnic origin details.
- Personal Information: Information about an individual that can identify them.