Privacy Policy

Our commitment to privacy

Able Aid is a South Australian disability support provider. Protecting the privacy, dignity and confidentiality of participants, families, carers, representatives, workers and people who contact us is an important part of how we operate.

We only seek to collect personal information that is reasonably necessary for our functions and activities, or where collection is otherwise required or authorised by law.

Personal information we may collect

The information we collect depends on how you interact with Able Aid and the services or support involved. It may include:

• your name, date of birth and contact details;
• address and other identification or demographic information;
• details about your enquiries, requested supports and service preferences;
• NDIS-related information relevant to providing or coordinating supports;
• billing, payment, plan management or funding information;
• communications, feedback, complaints and incident-related information;
• information relating to employment, contractors, recruitment or service delivery; and
• technical information generated when you use our website.

Sensitive information

Where relevant to our services, we may need to collect sensitive information such as health or disability information. We handle sensitive information with additional care and collect it where permitted by law, including where appropriate consent has been provided or another lawful basis applies.

How we collect personal information

We generally collect personal information directly from you, including when you contact us, complete an online form, enquire about services, communicate with our team or receive supports from Able Aid.

Where appropriate and permitted, information may also be provided by an authorised representative, family member, carer, support coordinator, plan manager, healthcare professional, government body, service provider or another person or organisation involved in your supports.

How we use personal information

We may collect, hold and use personal information to:

• respond to enquiries and communicate with you;
• assess, arrange, deliver and review disability supports and services;
• coordinate services with people or organisations involved in your supports;
• manage service agreements, administration, billing and records;
• support quality, safeguarding, incident management and complaints processes;
• meet legal, regulatory, reporting and NDIS-related obligations that apply to us;
• manage our workforce, contractors and business operations;
• maintain and improve our services and website; and
• carry out other purposes that are permitted by law or for which you have provided consent.

When information may be disclosed

We may disclose personal information where reasonably necessary for the purpose for which it was collected, where you have consented, or where disclosure is otherwise permitted or required by law.

Depending on the circumstances, this may include disclosure to authorised representatives, support coordinators, plan managers, healthcare or allied health professionals, service partners, professional advisers, technology or administrative service providers, government or regulatory bodies, or emergency services.

We do not sell personal information.

Storage, security and retention

Able Aid takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Information may be held in electronic systems and, where applicable, physical records, with safeguards appropriate to the nature of the information.

We retain information for as long as reasonably required for our operational, legal, regulatory and record-keeping obligations. When information is no longer required, we take reasonable steps to securely destroy or de-identify it where appropriate and lawful.

Accessing or correcting your information

You may contact Able Aid to request access to personal information we hold about you or to ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before processing a request. In some circumstances, access may be limited or refused where permitted or required by law. If that occurs, we will provide an explanation where required.

Communications and direct marketing

Where permitted, Able Aid may send service information or other communications that may be relevant to you. You can ask us to stop sending marketing communications at any time by using an unsubscribe option where provided or by contacting us directly.

Operational or service-related communications may still be sent where they are necessary to provide services or manage our relationship with you.

Our website, analytics and cookies

When you visit our website, certain technical information may be collected automatically, such as browser type, device information, pages viewed, referring pages and general usage information. Our website may use cookies or similar technologies to support functionality, security, performance and analytics.

You can usually control cookies through your browser settings. Disabling some cookies may affect parts of the website experience.

Overseas disclosure and service providers

Some technology, hosting, communications or other service providers used by Able Aid may store or process information outside Australia. The location of overseas recipients may vary depending on the providers and systems in use.

Where Australian privacy law applies, we take reasonable steps in relation to overseas disclosures as required by that law. You may contact us if you would like further information about our current information-handling arrangements.

Privacy enquiries and complaints

If you have a question or concern about how Able Aid has handled your personal information, please contact us using the details below. We will review your enquiry or complaint and aim to respond within a reasonable timeframe.

If you are not satisfied with our response and Australian privacy law provides a right to do so, you may be able to raise your concern with the Office of the Australian Information Commissioner (OAIC).

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, information-handling practices, technology or legal obligations. The current version will be published on this website with its most recent update date.