1. Purpose and Commitment to Privacy
SD Case Management Pty Ltd is committed to protecting the privacy, dignity, confidentiality and security of personal information.
We recognise that participants, families, support coordinators, providers, business clients and website users trust us with their information. We are committed to managing personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable legislation.
This Privacy Policy explains how we collect, hold, use, disclose, store and protect personal information obtained through our services, website, online forms, referrals, appointments and business operations.
2. Scope
This Privacy Policy applies to NDIS participants, nominees, guardians, authorised representatives, family members, carers, support coordinators, providers, referral partners, business clients, contractors, employees and visitors to our website.
3. Legal Framework
SD Case Management manages personal information in accordance with:
- Privacy Act 1988 (Cth)
- Australian Privacy Principles (APPs)
- National Disability Insurance Scheme Act 2013 (where applicable)
- NDIS Practice Standards (where applicable)
- Other Commonwealth and State legislation relevant to service delivery.
4. Information We Collect
We may collect personal information including names, addresses, dates of birth, contact details, NDIS participant numbers, funding information, support provider details, referral information, business information, financial administration information, payroll information, website usage data and records of communication with us.
We only collect information that is reasonably necessary to provide our services or meet legal obligations.
5. How We Collect Information
Information may be collected directly from you through:
- Website forms and enquiries
- Online sign-up forms
- Service agreements
- Referral forms
- Telephone calls and emails
- Appointment bookings
- Meetings and consultations
- Information may also be provided by authorised representatives, guardians, support coordinators, providers and referral partners where appropriate.
6. Why We Collect Information
We collect information to:
- Provide NDIS plan management services
- Provide bookkeeping, payroll and finance support services
- Process invoices and payments
- Respond to enquiries
- Manage referrals and onboarding
- Maintain records
- Improve services
- Meet legal and regulatory obligations.
7. Use of Personal Information
Personal information is used only for purposes reasonably connected with service delivery. This may include communication, reporting, payment processing, record keeping, service improvement, risk management and compliance activities.
8. Disclosure of Personal Information
We may disclose personal information to:
- Participants and authorised representatives
- Support coordinators
- Service providers and allied health professionals
- Professional advisers
- Software and technology providers
- Government agencies where authorised or required by law
- SD Case Management does not sell personal information and does not disclose information for unrelated marketing purposes.
9. Storage and Security
We take reasonable steps to protect information from misuse, interference, loss, unauthorised access, modification and disclosure.
Information may be stored electronically in secure cloud-based systems and business applications used to deliver our services. Access is restricted to authorised personnel who require access to perform their duties.
10. Overseas Disclosure
Some cloud-based software providers may store information on servers located outside Australia. Where overseas disclosure occurs, SD Case Management takes reasonable steps to ensure appropriate privacy and security safeguards are maintained.
11. Website Cookies and Analytics
Our website may use cookies, analytics tools and related technologies to improve user experience, monitor website performance and better understand how visitors interact with our website.
Users may disable cookies through their browser settings, although some website functions may be affected.
12. NDIS Information Handling
Where we provide NDIS-related services, information may be collected and used to facilitate participant onboarding, plan management, provider payments, budget monitoring, reporting and communication with authorised parties.
We only collect information necessary to deliver services and support participant outcomes.
13. Children and Vulnerable Persons
Where services relate to children or individuals who require decision-making support, information may be provided by parents, guardians, nominees or authorised representatives. SD Case Management takes additional care when handling information relating to vulnerable individuals.
14. Access and Correction
Individuals may request access to personal information held by SD Case Management. We will respond within a reasonable timeframe and may require identity verification before releasing information.
Individuals may also request correction of information that is inaccurate, incomplete, out of date or misleading.
15. Data Retention
Information is retained only for as long as reasonably necessary to provide services, meet legal obligations, resolve disputes and maintain business records. Information no longer required will be securely destroyed or de-identified where appropriate.
16. Data Breach Response
SD Case Management maintains procedures for responding to suspected or actual data breaches. We will investigate incidents promptly and take appropriate action to minimise harm. Where required by law, affected individuals and relevant authorities will be notified.
17. Marketing Communications
From time to time we may send service updates, newsletters or announcements. Individuals may opt out of non-essential communications at any time.
18. Privacy Complaints
If you believe your privacy has been breached, you may submit a complaint to SD Case Management.
We will acknowledge, investigate and respond to complaints within a reasonable timeframe.
19. External Websites
Our website may contain links to third-party websites. SD Case Management is not responsible for the privacy practices or content of external websites. Users should review those privacy policies separately.
20. Changes to this Policy
This Privacy Policy may be updated from time to time. The most current version will always be available on our website.