Privacy Policy

Holistic Plus Care
ABN: 34 468 320 394
Effective date: June 2026

Holistic Plus Care respects your privacy and is committed to protecting the personal information of participants, families, carers, representatives, workers, referral partners and other people who contact or engage with our services.

This Privacy Policy explains how Holistic Plus Care collects, uses, stores, discloses and protects personal information. It applies to information collected through our website, enquiry forms, referral forms, phone calls, emails, online advertising lead forms, service enquiries, participant intake processes and service delivery activities.

Holistic Plus Care handles personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988, the Australian Privacy Principles, and relevant health, disability and NDIS quality and safeguarding obligations.

1. Information we may collect

Holistic Plus Care may collect personal information that is reasonably necessary for us to respond to enquiries, assess service suitability, provide disability supports, manage referrals, operate our business, meet legal obligations and maintain safe, high-quality services.

The information we may collect includes:

• name, date of birth and contact details

• address, suburb, postcode and location information

• email address and phone number

• NDIS participant details, where relevant

• NDIS plan, funding type and support needs

• information provided by participants, families, carers, nominees, guardians, support coordinators, plan managers or health professionals

• referral information and enquiry details

• service preferences, goals and communication needs

• information about disability, health, psychosocial, behavioural or support needs where required for service planning

• consent forms, service agreements, support plans and related documents

• feedback, complaints, incidents or service-related communications

• website enquiry and advertising lead form information

• worker, contractor or applicant information where relevant.

We only collect information that is required or reasonably necessary for our services, business operations, legal obligations, safety requirements or NDIS compliance responsibilities.

2. Sensitive information and health information

Some information collected by Holistic Plus Care may be sensitive information or health information. This may include information about a person’s disability, health condition, support needs, behaviour support needs, mental health, cultural needs, communication needs or other personal circumstances.

Holistic Plus Care will only collect sensitive or health information where:

• the person has provided consent, or

• the information is required to provide safe and appropriate supports, or

• the information is required by law, regulation, funding, quality, safeguarding or NDIS obligations, or

• collection is necessary to prevent or respond to a serious risk to health, safety or wellbeing.

We understand that this information is private and must be handled carefully, respectfully and securely.

3. How we collect information

Holistic Plus Care may collect personal information directly from you when you:

• submit an enquiry through our website

• complete a referral form or intake form

• submit a Google, Facebook or online advertising lead form

• contact us by phone, email, text message or social media

• request information about our services

• participate in intake, assessment or service planning

• provide feedback or make a complaint

• apply for work or provide services to Holistic Plus Care.

We may also collect information from authorised third parties where appropriate, including:

• family members, carers, nominees or guardians

• support coordinators

• plan managers

• Local Area Coordinators

• health professionals or allied health providers

• hospitals, community services or other service providers

• NDIS-related bodies, where required or authorised.

Where possible, Holistic Plus Care will collect personal information directly from the person concerned or with their consent.

4. Why we collect and use information

Holistic Plus Care may use personal information to:

• respond to enquiries and referral requests

• contact you about services

• assess whether Holistic Plus Care can provide suitable supports

• complete participant intake and onboarding

• prepare service agreements, support plans and risk assessments

• deliver safe, person-centred and reliable NDIS supports

• communicate with participants, families, carers, representatives and support networks

• coordinate services with support coordinators, plan managers, health professionals and other authorised providers

• manage appointments, rostering, staffing and service delivery

• process invoices, payments and NDIS-related administration

• manage feedback, complaints, incidents and safeguarding matters

• meet legal, regulatory, audit, insurance and NDIS compliance obligations

• improve our services, systems, training and quality processes

• contact people who submit online lead forms or website enquiries.

Holistic Plus Care will not sell personal information.

5. Online forms, Google Lead Forms and website enquiries

When you submit your details through our website, Google Lead Forms, social media forms or other online enquiry forms, Holistic Plus Care may collect the information you provide, such as your name, email address, phone number, location and support enquiry details.

We use this information to contact you, respond to your enquiry, provide information about our services and discuss whether Holistic Plus Care may be able to support you or someone you care for.

Submitting an online form does not automatically create a service agreement or guarantee service delivery. A further intake, consent and suitability process may be required before services can commence.

6. Disclosure of information

Holistic Plus Care may disclose personal information where it is necessary, authorised or required for service delivery, safety, compliance or legal purposes.

This may include disclosure to:

• participants, nominees, guardians, families or carers, where authorised

• support coordinators, plan managers and other NDIS providers

• health professionals, allied health providers or hospitals

• emergency services where required for safety or urgent care

• the National Disability Insurance Agency, where relevant

• the NDIS Quality and Safeguards Commission, where required

• government agencies, regulators, auditors or insurers where legally required

• payment, accounting, rostering, records management or business system providers used by Holistic Plus Care

• legal, professional or compliance advisers.

Holistic Plus Care will only share information where appropriate and will take reasonable steps to ensure information is shared securely and only with people or organisations who have a legitimate reason to receive it.

7. Consent and information sharing

Holistic Plus Care will seek consent before collecting, using or sharing personal or sensitive information where consent is required.

Consent may be written, verbal or implied by a person’s actions, depending on the situation and legal requirements. A participant, nominee, guardian or authorised representative may also provide consent where appropriate.

You may withdraw consent where legally permitted. However, withdrawing consent may affect our ability to respond to an enquiry, assess service suitability or provide safe and appropriate supports.

8. Storage and security of information

Holistic Plus Care takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

We may store information in secure electronic systems, password-protected platforms, business software, email systems, cloud storage, participant records and hard copy files where required.

Security measures may include:

• restricting access to authorised personnel only

• password protection and account controls

• secure storage of participant and worker records

• limiting access based on role and service need

• keeping confidential records separate from general business materials

• staff privacy and confidentiality expectations

• secure handling of forms, emails, files and records

• review of privacy, records and information management practices.

Holistic Plus Care workers and authorised personnel must only access personal information where it is required for their role or service responsibilities.

9. Accessing and correcting your information

You may request access to personal information Holistic Plus Care holds about you. You may also request that information be corrected if it is inaccurate, incomplete, out of date or misleading.

To request access or correction, please contact Holistic Plus Care using the contact details below.

We may need to verify your identity before providing access or making changes. In some circumstances, access may be limited or refused where required or permitted by law, including where providing access would affect another person’s privacy, safety or legal rights.

10. Data breaches

Holistic Plus Care takes privacy and confidentiality seriously. If a data breach or suspected data breach occurs, Holistic Plus Care will assess and respond to the matter in accordance with applicable privacy obligations and our internal privacy, confidentiality and records management procedures.

A data breach may include unauthorised access, unauthorised disclosure, loss, theft, misuse, accidental release or compromise of personal information.

Where a breach is likely to result in serious harm, Holistic Plus Care will take appropriate action, which may include notifying affected individuals and relevant authorities, including the Office of the Australian Information Commissioner, where required under the Notifiable Data Breaches Scheme.

11. Website cookies and analytics

Holistic Plus Care’s website may use cookies, analytics tools or similar technologies to understand website traffic, improve website performance and support online advertising.

These tools may collect general information such as pages visited, browser type, device type, approximate location and how users interact with the website.

You can adjust your browser settings to refuse or delete cookies. Some website features may not work properly if cookies are disabled.

12. Marketing and communications

Holistic Plus Care may use contact details to respond to enquiries, provide requested information, follow up on referral or service interest, or send relevant service updates.

You can ask us to stop sending non-essential marketing or promotional communications at any time by contacting us.

Holistic Plus Care will not use sensitive information for marketing without appropriate consent.

13. Overseas disclosure

Holistic Plus Care uses digital systems and service providers that may store or process information using secure cloud-based technology. Some technology providers may use servers or support services located outside Australia.

Where this occurs, Holistic Plus Care will take reasonable steps to ensure personal information is handled securely and consistently with applicable privacy requirements.

14. Complaints and privacy concerns

If you have a concern or complaint about how Holistic Plus Care has handled your personal information, please contact us first so we can review and respond to the matter.

We will take privacy concerns seriously and aim to respond in a timely, respectful and fair manner.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or another relevant privacy, health, disability or complaints body.

15. Changes to this Privacy Policy

Holistic Plus Care may update this Privacy Policy from time to time to reflect changes in our services, systems, legal obligations, NDIS requirements or privacy practices.

The updated version will be published on our website with the effective date shown at the top of the policy.

16. Contact us

For privacy questions, access requests, correction requests, complaints or concerns, please contact:

Holistic Plus Care
Email: info@holisticpluscare.com
Phone: 1300 803 776
Website: www.holisticpluscare.com.au