Our Commitment to Privacy

Complex Support Coordination respects the privacy, dignity and confidentiality of the people who use its services.

We recognise that information relating to disability, health, mental health and personal circumstances can be particularly sensitive.

Complex Support Coordination handles personal information in accordance with applicable Australian privacy law, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles, as well as relevant NDIS requirements.

This Privacy Policy explains how personal information is collected, held, used and disclosed.

Personal Information We May Collect

The information collected will depend on the services being provided and may include:

• name, date of birth and contact details

• NDIS participant, plan and funding information

• information about disability, health, mental health and support needs

• information about goals, preferences and personal circumstances

• information about family members, nominees, guardians, advocates or other people involved in a participant’s supports

• information about health professionals, NDIS providers and other services involved

• correspondence, assessments, reports, case notes and other professional records

• information required for service agreements, invoicing, payment, complaints, incidents and regulatory requirements.

Health and disability information is sensitive information and is handled with particular care.

How Information Is Collected

Personal information may be collected directly from a participant through meetings, telephone calls, email, forms, website enquiries or other communications.

Where appropriate and authorised, information may also be collected from a nominee, guardian, family member, advocate, the NDIA, health or allied health professionals, other NDIS providers, government agencies or community services.

Complex Support Coordination only collects information that is reasonably necessary for providing services or for another lawful purpose.

Participants are informed about the information being collected, why it is required and how it may be used or disclosed.

Where consent is required, consent will be obtained.

Audio recordings, video recordings or photographs will only be collected where appropriate and with the participant’s knowledge and consent, unless collection is otherwise authorised or required by law.

How Personal Information Is Used

Personal information may be used for purposes including:

• providing and coordinating agreed services

• understanding a participant’s circumstances, needs, goals and preferences

• communicating with the participant and people they have authorised

• coordinating with NDIS, health, mental health, allied health, government and community services

• preparing reports, assessments and other professional documentation

• administering service agreements, invoicing and payments

• responding to feedback, complaints or incidents

• maintaining accurate professional and business records

• meeting legal, professional, NDIS and regulatory obligations.

Personal information will not be used for an unrelated purpose unless the participant has consented or the use is otherwise permitted or required by law.

Sharing Personal Information

Personal information may be disclosed to another person or organisation where:

• the participant has consented or authorised the disclosure

• the disclosure is reasonably necessary for providing an agreed service

• the disclosure is required or authorised by law

• another lawful basis for disclosure applies.

Depending on a participant’s circumstances and the authority provided, information may be shared with organisations or people including the NDIA, NDIS Quality and Safeguards Commission, plan managers, health professionals, allied health practitioners, NDIS providers, government agencies, nominees, guardians, advocates or other people involved in the participant’s supports.

Only information reasonably necessary for the relevant purpose will be disclosed.

Participants will be informed of circumstances in which information may be disclosed without their consent where disclosure is required or authorised by law.

Consent and Choice

Participants are encouraged to ask questions about how their information is collected, used, stored or shared.

Where the collection, use or disclosure of information relies on consent, a participant may withdraw or change that consent.

Changing or withdrawing consent does not affect information that was lawfully collected, used or disclosed before the consent was changed.

In some circumstances, withdrawing consent may limit the information available to Complex Support Coordination and may affect the services that can safely or effectively be provided. Where relevant, this will be discussed with the participant.

Storage and Security

Complex Support Coordination takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Information may be held electronically or in other professional records.

Access to personal information is limited to people who require the information for an authorised purpose.

Participant information is maintained accurately and updated where appropriate.

Records are retained for the periods required by applicable legal, professional, NDIS and business requirements and are securely destroyed or de-identified when they are no longer required.

Data Breaches

If personal information is lost, accessed or disclosed without authorisation, Complex Support Coordination will assess and respond to the incident in accordance with applicable privacy and legal requirements.

Where an eligible data breach occurs, affected individuals and the Office of the Australian Information Commissioner will be notified where required by law.

Accessing and Correcting Your Information

Participants may request access to personal information held about them.

Participants may also ask for information that is inaccurate, incomplete, out of date or misleading to be corrected.

Reasonable steps will be taken to respond to requests within an appropriate timeframe.

Identification may be required before personal information is released.

Access may be refused or limited in circumstances permitted by law. Where appropriate, the reason will be explained.

Requests for access or correction can be made by contacting:

Complex Support Coordination

Email: hello@complexsupport.com.au

Phone: 0420 307 414

Website and Online Information

When you visit complexsupport.com.au, the website platform and related technology services may collect limited technical information such as your IP address, browser or device information, pages visited and information collected through cookies or similar technologies.

This information may be used to operate, secure and improve the website.

If you submit an enquiry through the website, the information you provide will be used to respond to that enquiry.

Please avoid providing unnecessary sensitive health, disability or personal information through a general website enquiry form.

The website may contain links to external websites. Complex Support Coordination is not responsible for the privacy practices or content of external websites.

Technology and Service Providers

Complex Support Coordination may use reputable technology, communications, information-management or cloud service providers to support the operation of the practice.

Where personal information is handled by an external service provider, reasonable steps are taken to ensure that information is handled appropriately and consistently with applicable privacy obligations.

Some technology providers may process or store information outside Australia. Where overseas disclosure of personal information occurs, applicable Australian privacy requirements will be considered and reasonable steps taken as required by law.

Privacy Concerns and Complaints

If you have a question or concern about how your personal information has been handled, please contact:

Complex Support Coordination

Email: hello@complexsupport.com.au

Phone: 0420 307 414

Privacy concerns will be treated respectfully and appropriate steps will be taken to investigate and respond.

If you are not satisfied with the response, you may be able to make a complaint to the Office of the Australian Information Commissioner.

Concerns about privacy, confidentiality or the handling of personal information in connection with NDIS supports and services may also be raised with the NDIS Quality and Safeguards Commission where appropriate.

Changes to This Privacy Policy

This Privacy Policy may be reviewed and updated from time to time to reflect changes in the practice, technology, legal requirements or NDIS requirements.

The current version will be published on complexsupport.com.au

Last updated: September 2026