Privacy Policy
How ClearMind Services collects, stores, uses and protects your personal information.
In short
We collect only the information we need to support you safely, we tell you why we need it, we keep it secure, we share it only with your consent or where the law requires, and you can ask to see it or correct it at any time.
Last updated: [TO CONFIRM — date of publication]
Who this policy applies to
This policy explains how ClearMind Services handles personal information about participants, their families and carers, referrers, job applicants and visitors to this website. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
What personal information we collect
We collect only what we need to deliver safe, appropriate supports. Depending on your situation, that may include:
- Name, date of birth and contact details
- NDIS participant number and plan management arrangements
- Information about your goals, support needs, preferences and routines
- Health, disability and clinical information relevant to delivering your supports safely
- Communication and accessibility needs
- Details of your chosen support network — family, carers, advocates, support coordinators, plan managers and health professionals
- Records of the supports we deliver, including progress notes and incident records
- Feedback and complaints you provide
Some of this — particularly health and disability information — is sensitive information under the Privacy Act. We collect it only with your consent, or where we are required or permitted by law, and we treat it with additional care.
How we collect it
We collect information directly from you wherever possible: in conversation, through the enquiry and referral forms on this website, during intake, and in the course of delivering your supports. With your consent, we may also collect information from your support coordinator, plan manager, family members, advocates or health professionals.
Why we use it
- To determine whether we can safely and appropriately meet your support needs
- To plan, deliver and review your supports
- To communicate with you and, with your consent, with your chosen support network
- To meet our obligations under the NDIS and to the NDIS Quality and Safeguards Commission
- To manage feedback, complaints and incidents
- To meet our legal, funding, insurance and record-keeping obligations
- To improve the quality and safety of our services
We do not sell personal information, and we do not use it for marketing.
When we disclose it
We share personal information only where you have consented, or where we are required or permitted by law. That may include:
- People you have consented to us involving, such as family members, carers, advocates, support coordinators and plan managers
- Health and allied health professionals involved in your care, with your consent
- The NDIA, your plan manager or the NDIS Quality and Safeguards Commission, where required
- Regulators, insurers or legal advisers where we are required or permitted by law
- Emergency services or others where there is a serious and imminent risk to someone’s life, health or safety
Consent
You choose who is involved in your supports. You can give consent, limit it to specific people or purposes, or withdraw it at any time by telling us. Withdrawing consent will not affect your right to receive respectful support, though in some cases it may affect what we are able to deliver safely — if so, we will explain that to you clearly.
How we store and protect it
Personal information is stored securely, with access limited to workers who need it to perform their role. We use access controls, secure storage for physical records and reasonable technical safeguards for electronic records. Our workers are bound by confidentiality obligations and are trained in privacy and information handling.
We retain records for as long as required by our NDIS, legal, funding and insurance obligations, and dispose of them securely once that period has passed.
Information you send through this website
The enquiry and referral forms on this website open your own email application with your answers filled in, so your message travels as an ordinary email. Email is not a secure channel. Please do not send sensitive information you would not be comfortable sending by email — call us instead and we will take the details a safer way.
This website does not use tracking or advertising cookies, and does not profile visitors.
Your rights
You have the right to:
- Ask what personal information we hold about you
- Request access to your personal information
- Ask us to correct information that is inaccurate, out of date or incomplete
- Withdraw consent you have previously given, at any time
- Ask us how your information is stored and who has access to it
- Make a complaint about how we have handled your personal information
To make a request, contact us using the details below. We may need to verify your identity first. We will respond within a reasonable time, and if we cannot give you access to something, we will explain why.
Making a privacy complaint
If you believe we have mishandled your personal information, please tell us — you can use our feedback and complaints process, and it will not affect the supports you receive. We will investigate and respond to you.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au. You may also raise concerns with the NDIS Quality and Safeguards Commission on 1800 035 544.
Changes to this policy
We may update this policy from time to time. The current version is always available on this page, with the date it was last updated shown at the top.
Contact us about privacy
- Phone
- +61 483 363 867
- admin@clearmindservices.com.au
- Postal address
- [TO CONFIRM — postal address]
Let’s start with a conversation
Whether you are looking for support for yourself, a family member or someone you work with, ClearMind Services is here to listen and understand what you need.