CUSTOM CARE COMMUNITY SUPPORT KEY POLICIES

PRIVACY POLICY

Who we are

Custom Care Community Support (Custom Care) is an independent, sole‑trader NDIS provider delivering in‑home care and community supports in Australia. Custom Care also provides Aged Care in-home care services and disability transport.
This Privacy Policy explains how we handle your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the NDIS Practice Standards.

What personal information we collect

• Identity and contact details (name, address, email, phone).
• Participant details (NDIS number, plan goals, support needs).
• Health and support information relevant to your services.
• Records of our interactions, consents, complaints, incidents, and feedback.
• Billing and payment information.
• Website or enquiry form details, and (if used) cookie/analytics data.

How we collect information

We collect information directly from you (or your authorised representative/guardian), during service delivery, via forms or emails, via our website contact forms, and from third parties where you have provided consent (e.g., support coordinators, plan managers, health professionals).

Why we collect and use information (lawful purposes)

• To deliver agreed supports and services.
• To communicate with you and manage bookings.
• To meet our legal obligations (e.g., incident/complaints reporting, safeguarding).
• For administration, billing, quality and safety, and continuous improvement.
• With your consent, for testimonials/marketing (stories/images).

Disclosing your information

We only disclose information where necessary for your care, where you have consented, or where the law requires or authorises us to do so (e.g., NDIS Quality and Safeguards Commission). We do not sell your data. If using cloud systems hosted outside Australia, we take reasonable steps to ensure equivalent protections.

Data security and storage

We use password‑protected devices and encrypted cloud storage. Paper records (if any) are kept securely. We retain records for at least 7 years, after which we securely destroy or de‑identify them unless the law requires longer retention.

Cookies and analytics (website)

If we use cookies or analytics tools (e.g., Google Analytics), they may collect de‑identified usage data to help improve the website. You can control cookies via your browser settings. Details are available on request.

Access, correction, and complaints

You can request access to, or correction of, your personal information by contacting us. If you have a privacy complaint, contact us first so we can resolve it quickly. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, 1300 363 992.

Contact us

Email: customcarecommunity@gmail.com

PARTICIPANT RIGHTS AND RESPONSIBILITIES

Our promise

Custom Care upholds participant rights in line with the NDIS Practice Standards, the NDIS Code of Conduct, and the UN Convention on the Rights of Persons with Disabilities.

Your rights include

• To be treated with dignity, respect, and cultural sensitivity.
• To access safe, quality services that support your goals and choice.
• To receive information in ways you can understand and to give informed consent.
• To have your privacy, confidentiality, and personal information protected.
• To provide feedback or make complaints without fear of adverse consequences.
• To use an advocate or representative at any time.

Your responsibilities

• Treat staff and other participants with respect and courtesy.
• Provide accurate information to help us deliver the right supports.
• Tell us if your needs or circumstances change.
• Follow reasonable safety instructions during service delivery.

If you need support

We are here to assist you. Please contact us to ask for support or alternatively, you can also contact the NDIS Quality and Safeguards Commission: 1800 035 544,

complaints@ndiscommission.gov.au.

COMPLAINTS AND FEEDBACK

Our commitment

Custom Care welcomes complaints and feedback. We manage complaints fairly, promptly and confidentially in line with the NDIS (Complaints Management and Resolution) Rules 2018 and the NDIS Practice Standards.

How to provide feedback or make a complaint

• Email: customcarecommunity@gmail.com

• Speak with us in person or ask a representative/advocate to help you.
You can remain anonymous if you wish (note this may limit our ability to respond).

What happens next

• We acknowledge your complaint within 5 business days.
• We aim to resolve most matters within 10 business days.
• We will explain the outcome and any actions we will take.
• We keep a record in our Complaints Register and use feedback to improve our services.

External options

You can contact the NDIS Quality and Safeguards Commission at any time:
• Phone: 1800 035 544 • Email: complaints@ndiscommission.gov.au • www.ndiscommission.gov.au

Your privacy

We handle all complaints confidentially and in accordance with our Privacy Policy. Only people who need to know will have access to the details of your complaint.

ACCESSIBILITY STATEMENT

Our commitment to accessibility

Custom Care aims to make our website and services accessible and usable for everyone, including people with disability.

What we are doing

• Using clear language and logical page structure.
• Providing text alternatives for images where practical.
• Ensuring sufficient colour contrast and keyboard accessibility.
• Reviewing forms to make them easy to understand and submit.

Need content in another format?

If you need information in a different format (e.g., large print, Easy Read), please contact us and we will try to accommodate your request promptly.

Feedback and contact