Privacy Policy

Mindhaven Care Pty Ltd provides NDIS behaviour support, daily living, community access and transport supports, as well as privately funded care.

Depending on how you interact with us, we may collect:

• Your name, contact details and address.
• NDIS number, plan and funding information.
• Nominee, guardian or representative details.
• Health, disability and support information.
• Behaviour support information, assessments and reports.
• Incident and service records.
• Information provided by families, carers, support coordinators, plan managers, allied health professionals or other providers.
• Rostering, progress notes, correspondence and billing information.

We only collect information that is reasonably necessary for providing and managing our services.

Where possible, we collect information directly from you through enquiries, referral forms, phone calls, emails, intake meetings and service delivery.

We use personal information to:

• Respond to enquiries and referrals.
• Understand your needs and determine how we can support you.
• Plan, deliver and review your supports.
• Coordinate services with your consent.
• Manage rostering, records, invoicing and NDIS or private billing.
• Meet legal, safety, insurance and NDIS requirements.
• Improve the quality and safety of our services.

We do not sell your personal information.

We only disclose information where you have provided consent, or where disclosure is required or permitted by law.

This may include sharing relevant information with your support team, the NDIA, plan managers, allied health professionals, other providers, the NDIS Quality and Safeguards Commission, emergency services or health professionals where appropriate.

We only share information that is reasonably necessary for the relevant purpose.

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure.

Information may be held in secure digital systems and, where applicable, locked physical storage. Access is limited to authorised team members who need the information to perform their role.

We retain information only for as long as reasonably required for legal, regulatory and business purposes, after which it is securely destroyed or de-identified where appropriate.

Information submitted through our website, including enquiry and referral forms, is used to respond to your request and manage our services.

You can ask to see the information we hold about you, ask us to correct it if it is inaccurate, or withdraw consent for information sharing at any time. We will respond to requests within a reasonable time and will explain our reasons if we are unable to provide access. Participants may nominate a supporter, nominee or guardian to act on their behalf.

As an NDIS provider, Mindhaven Care is committed to upholding the NDIS Code of Conduct. The Code applies to providers and workers delivering NDIS supports and services and sets clear standards for safe, respectful and ethical practice.

We are committed to:

• Respecting the rights, dignity and privacy of every participant.
• Providing safe and competent supports and services.
• Acting with integrity, honesty and transparency.
• Preventing and responding appropriately to violence, abuse, neglect, exploitation and discrimination.
• Respecting each participant’s choice, control and right to make decisions about their own life.
• Protecting participant information and privacy.
• Raising concerns and taking appropriate action when something goes wrong.

If you believe your privacy has been breached, please contact us and we will investigate and respond. You can also read our Feedback & Complaints process, including how to escalate to the NDIS Quality and Safeguards Commission.