Our commitment
Attentive Quality Care Pty Ltd (AQC, we, us or our) respects the privacy, dignity and choices of every person we support. We are committed to handling personal information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the NDIS Code of Conduct and other laws that apply to our services.
We aim to explain clearly what we collect, why we need it and how it is protected.
Information we may collect
Depending on your relationship with AQC, we may collect:
- name, date of birth, address and contact details
- NDIS participant, plan, funding and service information
- health, disability, psychosocial, cultural, communication and support needs
- goals, preferences, risks, safety information and emergency contacts
- service agreements, assessments, progress notes, incidents, feedback and complaints
- billing, payment and authorised representative details
- information included in an enquiry, referral, job application or website communication.
We only seek information that is reasonably necessary for our work or required by law.
How we collect information
We usually collect information directly from you. With your consent or other lawful authority, we may also receive information from:
- a family member, nominee, guardian, advocate or authorised representative
- the NDIA, a plan manager or support coordinator
- health professionals, hospitals or other service providers
- government, regulatory or emergency services.
You may choose not to provide information, but this can affect whether we can safely provide a service or respond to your request.
How we use information
We may use personal information to:
- assess referrals and plan, deliver and review supports
- communicate with participants and authorised people
- coordinate safe, consistent and person-led services
- process NDIS claims, invoices and payments
- manage quality, safeguarding, incidents, feedback and complaints
- meet record-keeping, reporting and regulatory obligations
- recruit, train and manage workers
- improve our services and respond to enquiries.
We will not use personal information for direct marketing without appropriate consent, and you can ask us to stop marketing communications at any time.
Storage, security and retention
Information may be held in secure electronic systems and, where necessary, physical records. We use reasonable administrative, technical and physical safeguards, including access controls and staff confidentiality obligations, to protect information from misuse, loss and unauthorised access, change or disclosure.
We retain records for as long as required for service, legal and regulatory purposes, then securely destroy or de-identify them when lawful and appropriate.
Our website may link to external services and social media platforms. Their privacy practices are governed by their own policies.
Access and correction
You can ask to access the personal information we hold about you or request a correction if it is inaccurate, incomplete or out of date. Contact our Privacy Officer using the details below. We may need to verify your identity and will explain any lawful reason that limits access.
Privacy questions or concerns
Contact the AQC Privacy Officer:
We will review your concern and respond fairly. If you are not satisfied, you may contact the Office of the Australian Information Commissioner ↗.
We may update this policy when our practices or legal obligations change. The latest version will remain available on this page.