We R Family Disability Services Pty Ltd (“We R Family”, “we”, “us” or “our”) is committed to respecting and protecting the privacy, dignity and confidentiality of participants, families, carers, representatives and other people who interact with our organisation.
This Privacy Policy explains how we collect, hold, use, disclose and protect personal information, including sensitive and health information.
Our contact details are:
We R Family Disability Services Pty Ltd
5 Howden Street, Holsworthy NSW 2173
Phone: 0425 263 531
Email: [email protected]
These business details are consistent with We R Family's existing Participant Handbook.
We aim to manage personal information in accordance with applicable Australian privacy requirements and our responsibilities as a disability services provider.
The personal information we collect depends on your relationship with We R Family and the services or information you request.
We may collect information including:
your name and date of birth;
phone number, email address and residential address;
NDIS participant number and information relating to your NDIS plan;
details of nominees, guardians, advocates, representatives, family members or carers;
emergency and alternative contact details;
information about your support needs, goals, preferences and requested services;
information contained in Service Agreements, support plans and assessments;
billing, funding and payment-related information;
records relating to services and supports provided;
correspondence and communications with us;
feedback, complaints and incident-related information; and
other information reasonably necessary to provide or administer our services.
Our Service Agreement currently collects participant contact details, alternative contacts, advocates, emergency contacts, NDIS numbers and dates of birth.
As a disability services provider, We R Family may need to collect sensitive or health information where it is relevant to providing safe and appropriate support.
Depending on the participant and services provided, this may include information about:
disability or health conditions;
medication and health-related support requirements;
support needs and identified risks;
cultural background, values and beliefs;
communication needs and preferences;
individual goals and circumstances; and
other sensitive information relevant to the participant's supports.
Our existing participant documentation recognises that support planning may involve information about a participant's needs, support requirements, strengths, goals, culture, diversity, values and beliefs, including relevant input from their family or support network.
We only collect sensitive information where it is reasonably necessary for our functions or activities and where the required consent has been obtained or collection is otherwise permitted or required by law.
Where practical, we collect personal information directly from the individual concerned.
We may collect information when you:
contact us by phone or email;
make an enquiry through our website;
submit an online referral form;
refer yourself for services;
enter into a Service Agreement with us;
participate in an initial assessment or support-planning process;
communicate with our staff or support workers;
provide feedback or make a complaint; or
otherwise interact with We R Family.
We may also receive personal information from third parties where appropriate, such as a family member, guardian, nominee, advocate, support coordinator, plan manager, health professional or other person involved in a participant's care or supports.
Our Participant Handbook confirms that We R Family accepts both self-referrals and third-party referrals.
Our existing privacy procedures provide for written consent from the participant or family before obtaining participant information from another source.
We may collect, hold and use personal information to:
respond to enquiries and referrals;
understand a participant's needs and goals;
determine how We R Family may be able to provide support;
provide and coordinate disability support services;
develop, administer and review support plans and Service Agreements;
communicate with participants and authorised representatives;
safely deliver supports and meet our duty-of-care responsibilities;
administer NDIS funding and service arrangements;
process invoices and payments;
manage risks, incidents, complaints and feedback;
maintain appropriate service and participant records;
manage our relationship with participants and other stakeholders;
operate and improve our services; and
meet applicable legal, regulatory and NDIS-related obligations.
Our Participant Handbook states that We R Family will only collect participant information that is directly relevant to effective service delivery and its duty-of-care responsibilities.
We R Family respects the confidentiality of personal information.
Where appropriate and authorised, we may disclose relevant information to people or organisations involved in providing, funding, coordinating or regulating a participant's supports.
Depending on the circumstances, these may include:
an authorised family member or representative;
guardian, nominee or advocate;
support coordinator;
plan manager;
health or allied health professionals;
other service providers involved in a participant's supports;
the National Disability Insurance Agency (NDIA);
the NDIS Quality and Safeguards Commission; or
government, regulatory, emergency or law-enforcement authorities where disclosure is required or authorised by law.
Our Participant Handbook provides for written consent from the participant or family before information is released to another source.
There may also be circumstances where information can or must be disclosed without consent because disclosure is required or authorised by law, including circumstances involving safety, incidents or regulatory obligations.
When you contact We R Family through our website or submit an online referral form, we collect the information you provide so that we can respond to your enquiry or assess and manage the referral.
Information submitted through our online referral form is transmitted to and managed through the OMBhub customer relationship management (CRM) system, which We R Family uses to receive and manage referral enquiries.
A referral may be submitted by the participant or by another person, such as a family member, representative, support coordinator or other authorised person.
If you provide personal or sensitive information about another person, you should ensure that you are authorised to provide that information and, where appropriate, that the person is aware their information is being provided to We R Family.
Please only provide information reasonably necessary for the referral or services being requested.
We R Family takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Information submitted through our website referral form is received and managed through the OMBhub CRM system.
Participant and service-related records may also be stored electronically using Google Drive, together with other records maintained by We R Family where necessary for the delivery and administration of our services.
Access to personal information is limited to authorised personnel who require the information to perform their duties.
Our existing privacy procedures require participant information to be securely stored, protected from unauthorised access and only accessible to staff who require the information.
You may request access to personal information We R Family holds about you or ask us to correct information that you believe is inaccurate, out of date, incomplete or misleading.
Our Participant Handbook recognises the participant's right to access information held about them.
To make a request, contact:
We R Family Disability Services Pty Ltd
Phone: 0425 263 531
Email: [email protected]
We may need to verify your identity or authority before providing access to personal information.
If you have a question, concern or complaint about how We R Family has handled your personal information, please contact us.
We R Family Disability Services Pty Ltd
5 Howden Street, Holsworthy NSW 2173
Phone: 0425 263 531
Email: [email protected]
We will take privacy concerns seriously and seek to investigate and respond appropriately.
Our Participant Handbook provides for privacy and confidentiality grievances to be investigated, remedied where appropriate and documented.
Participants can also raise complaints through the complaint mechanisms described in our Participant Handbook.
If you are not satisfied with how a privacy matter has been handled, you may also be entitled to contact the Office of the Australian Information Commissioner (OAIC).
We R Family uses third-party technology and service providers in operating its business, including OMBhub CRM for website referrals and Google Drive for electronic records.
Some third-party service providers may store or process information using infrastructure located outside Australia.
Where Australian privacy law applies to an overseas disclosure of personal information, We R Family will take reasonable steps to manage the disclosure in accordance with applicable privacy requirements.
We review our technology and information-handling arrangements as appropriate and may update this Privacy Policy if those arrangements change.
Our website may use cookies and similar technologies that are necessary for the website to operate and may use additional technologies depending on the website features and services enabled.
More information is available in our Cookie Policy.
We R Family retains personal information for as long as reasonably necessary for the purposes for which it was collected and to meet applicable service-delivery, legal, regulatory and record-keeping obligations.
Our Participant Handbook provides that participant information should only be held for as long as it remains relevant to effective service delivery and We R Family's duty-of-care obligations.
When personal information is no longer required, we will manage it in accordance with applicable legal and record-keeping requirements.
We may update this Privacy Policy from time to time to reflect changes to our services, technology, information-handling practices or legal obligations.
The current version will be published on our website and will show the date it was last updated.
For questions about this Privacy Policy or how We R Family handles personal information, please contact:
We R Family Disability Services Pty Ltd
Address: 5 Howden Street, Holsworthy NSW 2173
Phone: 0425 263 531
Email: [email protected]