Privacy Policy

Last updated: 17th November 2025

At WithYou Support Co (“we”, “us”, “our”), we are committed to protecting your privacy and ensuring your personal information is handled with care, respect, and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, store, and disclose your personal information, and what you can expect from us in managing your privacy.

We recognise the trust you place in us when you share your information, and we take that responsibility seriously.

1. What is Personal Information?

“Personal information” means any information or opinion that identifies you or could reasonably identify you, whether the information is true or recorded in a material form or not.
Examples include your name, address, date of birth, contact details, and service-related information.

Sensitive Information

Some personal information is considered sensitive, and is given additional protections.
This includes your:

health or disability information
racial or ethnic origin
religious or philosophical beliefs
sexual orientation
criminal history

We only collect sensitive information when it is necessary for us to deliver services to you, and only with your consent or where authorised by law.

2. Why We Collect Personal Information

WithYou Support Co collects personal information so we can provide you with safe, high-quality support coordination and related disability services. We use this information to:

determine eligibility for services
plan, deliver and coordinate supports
communicate with you, your representatives, and relevant providers
monitor, review and improve our services
meet funding body and regulatory reporting requirements
respond to enquiries, complaints, or feedback
maintain accurate administrative and financial records
share important service updates and information
comply with our legal obligations

Where appropriate, information may also be de-identified for evaluation, service improvement, and reporting purposes.

3. What Personal Information We Collect

The type of information we collect depends on your interactions with us, but may include:

name, address, email, and phone number
date of birth
emergency contact details
NDIS number and plan details
communication needs
personal preferences relevant to service delivery
feedback, compliments, or complaints

We may also collect sensitive or health information, including:

disability-related information
health conditions, reports, or assessments
behavioural or risk-related information
cultural or linguistic background
information from guardians, nominees, or representatives

You may choose not to provide certain information; however, this may limit our ability to provide services safely and effectively.

4. How We Collect Your Information

We may collect personal information in several ways, including when you:

speak with us in person, online, or over the phone
complete forms or service agreements
communicate with us by email
visit our website or submit an enquiry form
participate in surveys, meetings, or reviews
apply for a role as an employee, contractor, or volunteer

Collection from Third Parties

We may also receive personal information about you from:

your authorised representative or guardian
other service providers
health or allied health professionals
government agencies, including the NDIS
publicly available sources

We only collect third-party information where it is reasonable, necessary, and permitted.

5. How We Use Your Information

We use personal information to:

provide, coordinate, and tailor support services
communicate with you and your chosen representatives
meet our obligations to the NDIS Quality and Safeguards Commission
manage, supervise, and improve our service delivery
process payments and financial information
send important service notices or updates
share newsletters or marketing information (you may opt out at any time)

Your information will only be used for the purposes for which it was collected, unless you consent to another use or the law allows it.

6. Disclosure of Personal Information

We may disclose your information to the following parties, where appropriate:

employees involved in your service delivery
other service providers involved in your supports
health or allied health professionals
plan managers, support coordinators, or NDIS personnel
IT providers, administrative contractors, or professional advisers
funding bodies or regulatory authorities

We will never sell, rent, or trade your information.

We may also disclose personal information if:

you provide consent
it is required or authorised by law
it is necessary to prevent a serious risk to health or safety
it is required for court, tribunal, or legal processes

7. Overseas Disclosure

Some of our third-party technology or cloud service providers may store data overseas, including servers located in countries such as the United States.

Where this occurs, we take reasonable steps to ensure that your information is handled in accordance with the APPs or an equivalent privacy protection framework.

8. How We Protect Your Information

WithYou Support Co is committed to keeping your personal information safe. We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure, including:

secure paper and electronic record storage
restricted access to information based on role requirements
password protection and encryption
secure transfer and disposal processes
staff training in privacy and confidentiality

Wherever possible, we use de-identified information for internal reporting, planning, and evaluation.

9. Website Use, Cookies & Analytics

When you visit our website, we may collect non-identifiable information such as browser type, pages viewed, and navigation patterns. This helps us understand how visitors use our website and improve user experience.

Our website may use cookies to enhance functionality. You can disable cookies in your browser settings, but some website features may not function fully.

We may also use analytics services (such as Google Analytics) to understand traffic and usage patterns. While this data is mostly anonymous, it may be linked to you in certain circumstances.

10. Direct Marketing

We may send newsletters, updates, and service information to you if you have:

subscribed to receive them; or
provided consent.

You may opt out at any time by clicking “unsubscribe” or contacting us at Info@withyousupportco.com.au.

11. Retention of Information

We retain personal information only for as long as required:

to deliver services
to meet legal, funding, and regulatory requirements
to manage our relationship with you

When information is no longer required, we securely destroy or de-identify it.

12. Access and Correction

You may request access to the personal information we hold about you at any time.

You may also ask us to correct information that is inaccurate, out of date, incomplete, or misleading.

To request access or a correction, please contact us at:
📧 Info@withyousupportco.com.au

We may require proof of identity before providing access.

If we cannot provide access, we will explain why and outline available review processes.

13. Third-Party Links

Our website may include links to external websites. These sites are not controlled by WithYou Support Co and may have their own privacy policies. We encourage you to review the privacy statements of any third-party sites you visit.

14. Complaints and Concerns

If you have a question, concern, or complaint about our handling of your personal information, please contact us:

📧 Info@withyousupportco.com.au

We take all privacy concerns seriously and will respond promptly.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

15. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website.