Privacy Policy

1. Who we are

Recovery Disability Services (ABN 95 680 614 411) is an NDIS-registered disability services provider supporting participants Australia-wide, with our head office located in Gables, New South Wales. In this policy, "we", "us", and "our" refers to Recovery Disability Services.

2. The information we collect

We collect personal information that is reasonably necessary for us to deliver our services and run our business. Depending on your relationship with us, this may include:

• Identity and contact details — name, date of birth, phone number, email, and postal address
• NDIS participant information — NDIS number, plan details, funding allocations, goals, and support needs
• Health and support information — medical conditions, allergies, medications, behaviour support plans, and allied health reports
• Identity documents — for staff onboarding and regulatory compliance
• Financial information — bank account or billing details, where required for payments
• Website analytics — technical information such as IP address, browser type, and pages visited when you use our website
• Sensitive information — only where directly relevant to delivering services, and always with your consent or as permitted by law

3. How we collect it

We usually collect information directly from you — through phone calls, forms on our website, service agreements, meetings, and the supports we deliver. We may also receive information from Support Coordinators, LACs, the NDIA, allied health practitioners, hospital discharge teams, or family members acting on your behalf (with your consent).

4. How we use it

We use your personal information to:

• Deliver the disability supports you have engaged us to provide
• Respond to your enquiries and callback requests
• Match participants to appropriate homes, staff, and services
• Administer service agreements, billing, and plan claiming
• Comply with our obligations under the NDIS Act, NDIS Practice Standards, Work Health and Safety legislation, and other applicable laws
• Improve our services through de-identified feedback and operational review

5. When we disclose it

We only disclose your personal information where necessary to deliver our services or comply with the law. This may include disclosure to:

• Your nominated support team and relevant RDS staff
• The National Disability Insurance Agency (NDIA) and the NDIS Quality and Safeguards Commission
• Allied health practitioners, medical providers, and emergency services where relevant to your care
• Regulators, law enforcement, or courts where required by law (for example, mandatory incident reporting)
• Third-party service providers who help us run our business (e.g. payroll, IT, document storage) under strict confidentiality obligations

6. Storage and security

We store personal information on secure systems protected by industry-standard technical and organisational safeguards — including access controls, encryption in transit, role-based permissions, and staff confidentiality agreements. We retain information only for as long as required to meet our legal, NDIS, and operational obligations.

7. Your rights

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Ask us to correct information that is inaccurate, out of date, or incomplete
• Make a complaint about how we have handled your personal information
• Withdraw consent for uses that rely on consent (this may affect our ability to continue delivering services)

8. Making a complaint

If you are concerned about how we have handled your personal information, please contact us first. We take privacy complaints seriously and will respond within 30 days. If you are not satisfied with our response, you can escalate to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

9. Cookies and website analytics

Our website uses minimal cookies to enable core functionality and, where enabled, privacy-friendly analytics to understand how visitors use the site. We do not use third-party advertising or profiling cookies. You can disable cookies in your browser without affecting your ability to use our website.

10. Changes to this policy

We may update this policy from time to time to reflect changes to our practices or legal requirements. The most current version will always be available on this page, with the "Last updated" date reflecting the most recent change.

If you have any questions about this policy, or would like to exercise your rights, please contact us at 02 7233 4745 or use our contact form.