Your information
Privacy policy
We handle personal and health information under the Privacy Act 1988 (Cth), the Australian Privacy Principles and the NDIS Practice Standards.
Template notice for the client: this policy covers the standard obligations, but it should be reviewed by your legal adviser and adjusted to match how your organisation actually stores and shares information before the site goes live.
What we collect
We only collect information we need to deliver safe, effective supports. Depending on your relationship with us, that may include:
- Name, date of birth, address, phone number and email address
- NDIS participant number, plan details and plan management type
- Health information, disability, support needs and risk information
- Details of family members, carers, guardians and nominees
- Cultural background, language and interpreter requirements
- Records of the supports we deliver, including progress and incident notes
- For job applicants: employment history, qualifications and screening check details
How we collect it
Usually directly from you — in conversation, in a service agreement, or through a form on this website. Sometimes we receive information from a person acting on your behalf, from the NDIA, or from another provider involved in your supports, with your consent.
Why we use it
- To assess whether we can meet your support needs
- To plan, deliver and review your supports safely
- To coordinate with other providers you have asked us to work with
- To invoice for services and meet NDIS record-keeping requirements
- To respond to feedback, complaints and incidents
- To meet our legal and regulatory obligations
Who we share it with
We share your information only where you have consented, or where the law requires or permits it. That may include:
- Other providers, therapists or health professionals involved in your supports
- The NDIA, your Plan Manager, or the NDIS Quality and Safeguards Commission
- Emergency services, where there is a serious and imminent risk to someone's life, health or safety
- Our software providers, who store data on our behalf under contract
We never sell your information, and we never use it for marketing without your express consent.
How we store and protect it
Records are held in access-controlled systems and, where paper records exist, in locked storage. Staff can only see what they need for their role. Everyone who works with us is bound by confidentiality obligations and completes privacy training. We keep records for the period required by the NDIS Practice Standards and other applicable law, then destroy them securely.
This website
This site does not use advertising or tracking cookies. A session cookie is set when you use one of our forms, purely to protect the form against automated abuse. Form submissions are emailed to us and stored on the web server; we move them into our client management system and remove them from the server regularly. Standard server logs record IP addresses for security purposes.
If website analytics are enabled, they collect anonymised usage statistics only. Your accessibility preferences are stored in your own browser and never sent to us.
Accessing and correcting your information
You can ask to see the information we hold about you, and ask us to correct anything that is wrong. Contact us and we will respond within 30 days. There is no charge for making a request. If we cannot give you access, we will explain why in writing.
Making a privacy complaint
If you believe we have mishandled your information, tell us through our feedback and complaints process or contact us directly. We will acknowledge it within two business days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.
Contact us about privacy
Coordinate & Care Support Services
The Trustee for Abou-Eid Family Trust trading as Coordinate & Care Support Services Pty Ltd
ABN 95 394 664 349
Unit 24, 34 King William Street, Broadmeadows, VIC 3047
Phone: 0452 527 923
Email: info@coordinateandcare.com.au
Last reviewed: August 2026.