Privacy Policy

Please review before publishing: this policy is a general template drafted for Angel Assistance Care. Check every section against the business’s exact record-keeping systems and office practices, complete the highlighted placeholders, then remove this note.

Who we are

Angel Assistance Care Pty Ltd (ABN 12 679 704 020), trading as Angel Assistance Care, is a registered NDIS provider (Registration ID 4-K2GRL7O) supporting people with disability across Melton, Melbourne’s western suburbs and Greater Melbourne, Victoria. In this policy, “we”, “us” and “our” mean Angel Assistance Care.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, along with the privacy and record-keeping obligations that apply to registered NDIS providers.

What we collect

We only collect what we genuinely need. Depending on how you interact with us, that may include:

Contact details: your name, email address and phone number when you get in touch or send us feedback.
NDIS participant details you choose to share: for example, a participant’s name, suburb, NDIS number, plan management type and the supports being asked about, when you send an enquiry or referral through our forms.
Health information: only with consent, and only as much as we need to plan and deliver supports safely. Because we provide clinically informed care, including high-intensity supports, understanding relevant health needs helps us match the right workers and keep everyone safe.

You’re welcome to ask general questions without giving your name. We’ll just need your contact details if you’d like a personal reply or want to arrange supports.

How we collect it

Wherever practical, we collect your information directly from you, through:

the forms on this website (contact, referral, and feedback forms)
phone calls and email
referrals made on your behalf (for example by a family member, carer, support coordinator or Local Area Coordinator) with your knowledge and consent.

Why we collect it

We collect and use personal information to:

respond to your enquiries, referrals and feedback
plan, deliver and review supports safely and well
meet our obligations as a registered NDIS provider and under other laws, such as record-keeping and incident-reporting requirements.

We only use your information for the purpose we collected it for, or a directly related purpose you would reasonably expect.

Website data

This website is deliberately light on data collection:

No non-essential cookies and no third-party trackers are used by default. If we ever add website analytics, we’ll choose a privacy-friendly option and update this policy first.
One strictly necessary session cookie is used for security. It protects our forms against cross-site request forgery (CSRF). It doesn’t identify you, doesn’t track you across other sites, and expires when your browsing session ends.
Form submissions are emailed to our monitored inbox and are not stored in a database on this website.
Like most websites, our hosting provider may keep routine technical logs (such as IP addresses and pages requested) to keep the site secure and reliable.

Storage & security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Access is limited to the people who need it to support you.

{{PLACEHOLDER: where records are stored / systems used, e.g. secure cloud-based client management system, password-protected business email, locked filing for any paper records; access limited to authorised staff}}

We keep records only for as long as the law and NDIS requirements say we must, and then dispose of them securely.

Disclosure

We never sell personal information. We only share it:

with your consent: for example, with your support coordinator, plan manager or another provider involved in your supports
where required or authorised by law: for example, to the NDIS Quality and Safeguards Commission or the National Disability Insurance Agency
to prevent serious harm: where sharing is necessary to lessen or prevent a serious threat to someone’s life, health or safety.

Access & correction

You can ask to see the personal information we hold about you at any time, and ask us to correct anything that’s wrong or out of date. Just contact us using the details below. There’s no charge for asking, and we’ll respond within a reasonable time.

Complaints

If you’re concerned about how we’ve handled your information, please contact us first. We take privacy concerns seriously and will do our best to put things right. You can also read about our broader feedback and complaints process.

If you’re not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

Website: oaic.gov.au
Phone: 1300 363 992
Post: GPO Box 5288, Sydney NSW 2001

Contact

Questions about this policy, or about your information? We’re happy to talk it through.

Phone: 0478 591 172
Or use our contact form.
Or send us a message through our contact page.

Last updated: {{PLACEHOLDER: date policy adopted}}